15
Chapter
Basic
Organizational
Communication in
the Internet Age
Dimensions of the
Communication Process
 Interpersonal
Communication
 Organizational Communication
 Communication in the Computerized
Information Age
15-2
Figure 15-1
A Perceptual Model of Communication
Sender
Encodes
Ideas or
thoughts
Receiver
Creates
Message
Transmitted on
medium
Encodes
Ideas or
thoughts
Creates
Message
Noise
Creates
Meaning
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Decodes
Message
Transmitted on
medium
Creates
Meaning
Decodes
Message
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15-3
Process Barriers
1)
2)
3)
4)
5)
6)
7)
Sender barrier
Encoding barrier
Message barrier
Medium barrier
Decoding barrier
Receiving barrier
Feedback barrier
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15-4
Personal Barriers
1)
2)
3)
4)
5)
6)
7)
8)
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Ability to effectively
communicate
Way people process and
interpret information
Level of interpersonal trust
between people
Stereotypes and prejudice
Egos
Poor listening skills
Neutral tendency to
evaluate or judge a
sender’s message
Inability to listen with
understanding
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15-7
Table 15-1
Communication Styles
Communication
Style
Description
Nonverbal
Behavior Pattern
Verbal Behavior
Pattern
Assertive
Pushing hard
without attacking;
permits others to
influence
outcome:
expressive and
self-enhancing
without intruding
on others

Good eye
contact
 Comfortable,
but firm posture
 Strong, steady,
and audible
voice
 Facial
expressions
matched to
message
 Appropriately
serious tone
 Selective
interruptions to
ensure
understanding

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Direct and
unambiguous
language
 No attributions
or evaluations of
other’s behavior
 Use of “I”
statements and
cooperative
“we” statements
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15-8
Table 15-1 cont.
Communication Styles
Communication
Style
Description
Nonverbal
Behavior Pattern
Verbal Behavior
Pattern
Aggressive
Taking advantage
of others;
expressive and
self-enhancing at
others’ expense

Glaring eye
contact
 Moving or leaning
too close
 Threatening
gestures
 Loud voice
 Frequent
interruptions

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Swear words and
abusive language
 Attributions and
evaluations of others’
behavior
 Sexist or racist terms
 Explicit threats or
put-downs
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15-9
Table 15-1 cont.
Communication Styles
Communication
Style
Description
Nonverbal
Behavior Pattern
Verbal Behavior
Pattern
Nonassertive
Encouraging
others to take
advantage of us;
inhibited; selfdenying

Little eye contact
 Downward glances
 Slumped posture
 Constantly shifting
weight
 Wringing hands
 Weak or whiny
voice

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Qualifiers
 Fillers
 Negaters
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15-14
Table 15-2
Keys to Effective Listening
1)
2)
3)
4)
5)
6)
7)
8)
9)
10)
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Capitalize on thought
speed
Listen for ideas
Find an area of interest
Judge content, not
delivery
Hold your fire
Work at listening
Resist distractions
Hear what is said
Challenge yourself
Use handouts,
overheads, or other
visual aids
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15-17
Figure 15-4
Selecting Communication Media
Richness of Communication Medium
Rich
Overload zone
(medium provides
more information
than necessary)
Face-to-face
Interactive media
Personal
static media
Impersonal
static media
Oversimplification zone
(medium does not
provide necessary
information)
Lean
Low
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Complexity of Problem/Situation
High
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15-20
Key Terms Associated with Information
Technology

Internet a global network
of computer networks

Intranet an organization’s
private internet that uses
firewalls to block outside
internet users from accessing
confidential information

Extranet an extended
intranet that connects internal
employees with customers,
suppliers, and other strategic
partners
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15-23
More Key Terms Associated with Information
Technology

Video Conferencing uses

Collaborative
Computing uses computer
video and audio links to
connect people at different
locations
software and hardware to link
people across a room or
across the globe
 Telecommuting involves
receiving and sending work
from home to the office by
using the phone and a
computer link
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