CHAPTER 1
Improving Personal and Organizational Communications
CHAPTER PREVIEW After studying this chapter, students should be able to 1.
Explain the communication process.
2.
Identify and explain the filters that affect communication.
3.
Identify ways to improve personal communication, including developing listening skills.
4.
Understand how communications flow through an organization.
5.
Learn how to effectively use communication technologies.
PURPOSE AND PERSPECTIVE It is important for the student to realize that maintaining effective communication is the major challenge of most organizations. Impersonal communication is a one-way process designed to present facts, instructions, and the like. Interpersonal communication is a two-way exchange in which the receiver understands the message in the same way as the sender intended. Both the sender and the receiver are responsible for making sure that the message is clearly understood. Our language is filled with words that can have a variety of meanings depending on the context of the message. Every message sent or received will experience adjustments to its meaning because of our communication filters: semantics, emotions, language and cultural barriers, attitudes, role expectations, nonverbal cues, and genderspecific focus. Students can learn to improve their communication skills by using repetition, choosing words carefully, and timing messages appropriately. They can learn to be aware of the listening climate in each situation and develop active listening skills. High-tech communications systems such as e-mail, instant messaging, and text messaging are changing the way individuals within organizations exchange information.
PRESENTATION OUTLINE I.
Communication in an Information Economy A. The Battle for our attention II. The Communication Process A. Impersonal versus interpersonal communication B. Sender-message-receiver-feedback III. Communication Filters A. Semantics B. Language and cultural barriers C. Emotions
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
1