Communication
의사소통
ⓒ Professor Kichan PARK
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LEARNING OBJECTIVES: Ch. 11
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XI-1. Functions of Communication
커뮤니케이션의 기능
1. Communication
① 의사소통이란 의미의 전달과 이해를 말함
The transference and understanding of meaning
2. Communication Functions
① 구성원 행동의 통제-Control member behavior
②
과업에 대한 동기부여-Foster motivation for what is to be done
③
감성표현의 기회부여-Provide a release for emotional expression
④ 의사결정에 정보제공-Provide information needed to make
decisions
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XI-2. The Communication Process
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Key Parts of Communication Process
커뮤니케이션 프로세스의 주요 부분
1. 송신자 The Sender – initiates message
2. 부호화 Encoding – translating thought to message
3. 메시지 The Message – what is communicated
4. 경로 The Channel – the medium the message travels
through
5. 해독화 Decoding – the receiver’s action in making
sense of the message
6. 수싞자 The Receiver – person who gets the message
7. 소음 Noise – things that interfere with the message
8. 피드백 Feedback – a return message regarding the
initial communication
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Communication Channels
1. 경로 매체 Channel
① The medium selected by the sender through
which the message travels to the receiver
2. 매체의 유형 Types of Channels
① 공식적 채널 Formal Channels
• Are established by the organization and transmit
messages that are related to the professional
activities of members
② 비공식적 채널 Informal Channels
• Used to transmit personal or social messages in
the organization. These informal channels are
spontaneous and emerge as a response to
individual choices
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XI-3. Direction of Communication
커뮤니케이션의 방향
CEO
U
상 P
향 W
A
적 R
D
VP
Mgr
VP
Mgr
Mgr
Mgr
D
O
W하
N
향
W
A 적
R
D
수평적 LATERAL
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XI-4. Interpersonal Communication
대인간 커뮤니케이션
1. 구두- Oral Communication
① Advantages: Speed and feedback
② Disadvantage: Distortion of the message
2.
서면 - Written Communication
① Advantages: Tangible and verifiable
② Disadvantages: Time consuming and lacks feedback
3.
비언어 - Nonverbal Communication
① Advantages: Supports other communications and
provides observable expression of emotions and
feelings
② Disadvantage: Misperception of body language or
gestures can influence receiver‘s interpretation of
message
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Nonverbal Communication
비언어적 커뮤니케이션
1. 신체 Body Movement
•
•
Unconscious motions that provide meaning
Shows extent of interest in another and relative
perceived status differences
2. 억양 Intonations and Voice Emphasis
•
The way something is said can change meaning
3. 표정 Facial Expressions
•
Show emotion
4. 거리 Physical Distance between
Sender and Receiver
•
•
Depends on cultural norms
Can express interest or status
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XI-5. Organizational Communication:
Three Common Formal Small-Group Networks
 공식적 소집단의 3가지 네트워크
1. Chain: 엄격한 명령체인형
①Rigidly follows the chain of command
2. Wheel: Hub-and-Spoke 수레바퀴형
①Relies on a central figure to act as the
conduit for all communication
②Team with a strong leader
3. All Channel: 완전연결 자율형
①All group members communicate actively
with each other
②Self-managed teams
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Small Group Network Effectiveness
공식집단 네트워크의 효과성 기준
 Small group effectiveness depends on the
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The Grapevine: 그레이프 바인
1.
주요 특성 - Three Main Grapevine Characteristics
Informal, not controlled by management
Perceived by most employees as being more believable and reliable
③ Largely used to serve the self-interests of those who use it
①
②
2.
발생 원인 - Results from:
Desire for information about important situations
Ambiguous conditions
③ Conditions that cause anxiety
통찰과 예측력: Insightful to managers
사회적 욕구: Serves employee‘s social needs
①
②
3.
4.
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Reducing Rumors: 소문을 줄이는 방법
1. 결정시간 확정: Announce timetables for making important decisions
2. 의심해소 설명: Explain decisions and behaviors that may appear
inconsistent or secretive
3. 결정사항 강조: Emphasize the downside, as well as the upside, of
current decisions and future plans
4. 최악상황 공표: Openly discuss worst-case possibilities—they are
almost never as anxiety-provoking as the unspoken fantasy
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XI-6. Electronic Communications: E-mail
1.
Advantages: quickly written, sent, and stored; low cost for distribution
2.
Disadvantages:
①
Messages are easily and commonly misinterpreted
②
Not appropriate for sending negative messages
③
Overused and overloading readers
④
Removes inhibitions and can cause emotional responses and flaming
⑤
Difficult to ―get‖ emotional state understood – emoticons
⑥
Non-private: often monitored and may be forwarded to anyone
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Electronic Comms: Instant/Text Messaging
Forms of ―real time‖ communication ofshort messages
that often use portablecommunication devices.
① Explosive growth in business use
② Fast and inexpensive means of communication
③ Can be intrusive and distracting
④ Easily ―hacked‖ with weak security
⑤ Can be seen as too informal
1. 메신저: Instant Messaging
• Immediate e-mail sent to receiver‘s desktop or device
2. 문자 메시지: Text Messages
• Short messages typically sent to cell phones or other handheld
devices
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Electronic Comms: Networking Software
 Linked systems organically spread throughout the
nation and world that can be accessed by a PC
1. Includes:
① Social networks like MySpace® and
Facebook®
② Professional networks like Zoominfo® and Ziggs®
③ Corporate networks such as IBM‘s BluePages®
2. Key Points:
① These are public spaces
– anyone can see what you post
② Can be used for job application screening
③ Avoid ―overstimulating‖ your contacts
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Electronic Comms: Blogs and Videoconferencing
1. Blogs: Web sites about a single person
(or entity) that are typically updated daily
 A popular, but potentially dangerous activity:
•
•
•
•
Employees may post harmful information
Such comments may be cause for dismissal
No First Amendment rights protection
Can be against company policy to post in a blog
during company time and on company
equipment/connections
2. Videoconferencing: uses live audio and video
Internet streaming to create virtual meetings
 Now uses inexpensive webcams and laptops in
place of formal videoconferencing rooms
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XI-7. Choice of Communication Channel
커뮤니케이션 경로의 선택
1. 매체 풍부성 모델: The model of ―media richness‖ helps
explain an individual‘s choice of communication channel
① Channels vary in their capacity to convey information
2. 풍부한 채널이란: A ―rich‖ channel is one that can:
① Handle multiple cues simultaneously
② Facilitate rapid feedback
③ Be very personal
3. 비인상적 메시지는 풍부성이 높은 채널이 효과적: Choice
depends on whether the message is routine
4. 성과가 높은 경영자는 매체선택에 매우 민감: Highperforming managers tend to be very media-sensitive
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Media Richness Model: 매체 풍부성 모델
Low channel richness
High channel richness
Source: Based on R.H. Lengel and D.L. Daft, “The Selection of Communication Media as an Executive Skill,” Academy of Management Executive,
August 1988, pp. 225–32; and R.L. Daft and R.H. Lengel, “Organizational Information Requirements, Media Richness, and Structural Design,”
Managerial Science, May 1996, pp. 554–72. Reproduced from R.L. Daft and R.A. Noe, Organizational Behavior (Fort Worth, TX: Harcourt, 2001), p.
311.
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XI-8. Barriers to Effective Communication
효과적 커뮤니케이션의 장애요인
1. 여과: Filtering
•
A sender‘s manipulation of information so that it will
be seen more favorably by the receiver
2. 선택적 지각: Selective Perception
•
People selectively interpret what they see on the
basis of their interests, background, experience, and
attitudes
3. 정보 과잉: Information Overload
•
A condition in which information inflow exceeds an
individual‘s processing capacity
4. 감성(감정): Emotions
•
How a receiver feels at the time a
message is received will influence
how the message is interpreted
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More Barriers to Effective Communication
1. 언어: Language
•
Words have different meanings to different
people
2. 초조: Communication Apprehension
•
Undue tension and anxiety about oral
communication, written communication, or both
3. 성별: Gender Differences
•
Men tend to talk to emphasize
status while women talk
to create connections
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Politically Correct “PC” Communication
1. 원래의 의미를 자유롭게 표현할 수 있는 정치적으로
올바른 의사소통: Communication so concerned with
being inoffensive that meaning and simplicity are
lost or free expression is hampered
2. 상동적 태도나 위협 또는 모욕적 단어사용에 주의:
Certain words do stereotype, intimidate, and insult
① In a highly diverse workforce this is problematic:
• “Garbage” becomes “post consumer waste materials”
• “Quotas” become “educational equity”
• “Women” become “people of gender”
② Such non-standard sanitizing of potentially
offensive words can reduce the clarity of
messages
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XI-9. Global Implications
 문화적 차이에 따른 의사소통의 어려움:
Cross-cultural factors increase communication difficulties
1.
문화적 장애요인-Cultural Barriers:
① Semantics: some words aren‘t translatable
‘됐거든‘의 의미?
② Word Connotations: some words imply multiple
meanings beyond their definitions 언외 의미!
③ Tone Differences: the acceptable level of
formality of language 어조의 관행적 수용 수준
④ Perception Differences: language affects
worldview지각차
2.
문화적 정황 - Cultural Context:
① The importance of social context to meaning
 낮은 정황의 문화-Low-context cultures (like
the U.S.) rely on words for meaning
 높은 정황의 문화-High-context cultures gain
meaning from the whole situation
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Body Language Issues
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A Cultural Guide
 문화적 차이에 따른 헛발 조심: To reduce your
chance of making a ‘faux pas‘ in another
culture, err on the side of caution by:
① 다르다는 가정으로 출발-Assuming
differences until similarity is proven
② 본의에 충실한 것-Emphasizing description
rather than interpretation or evaluation
③ 공감-Practicing empathy in communication
④ 시험적인 해석은 가능-Treating your
interpretations as a working hypothesis
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Summary and Managerial Implications
1. 의사소통은 불확실성부터 줄인 것-The less employees are
uncertain, the greater their satisfaction; good
communication reduces uncertainty!
2. 선택과 경청 및 피드백-Communication is improved by:
① Choosing the correct channel
② Being a good listener
③ Using feedback
3.
전자통신의 위험-Potential for misunderstanding in
electronic communication is higher than for traditional
modes
4. 국제적 의사소통의 장애-There are many barriers to
international communication that must be overcome
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