Definition of Communication • The process by which information is transmitted and understood between two or more people • Transmitting the sender’s intended meaning (not just symbols) is the essence of good communication Courtesy of Sun Microsystems
Executives at Admiral Insurance are concerned that e-mail is making staff at the Welsh company less polite. Along with reminding employees of e-mail’s limitations, Admiral holds 'no email days’, encouraging employees to increase face-to-face communication.
Nonverbal Communication Actions, facial gestures, voice intonation, silence, etc. Transmits most info in face-to-face meetings Influences meaning of verbal and written symbols Less rule bound than verbal communication Important part of emotional labor Automatic and unconscious
Emotional Contagion • The automatic process of sharing another person’s emotions by mimicking their facial expressions and other nonverbal behavior • Emotional contagion serves three purposes: 1. Provides continuous feedback to speaker 2. Increases emotional understanding of the other person’s experience 3. Communicates a collective sentiment -- sharing the experience
Experience Affects Media Richness • For electronic media, the communicator’s experience with the medium and receiver increases media richness: • Experience with the medium – Enables user to “push” amount of message through that medium
• Experience with the receiver – Both parties have similar “codebooks” when familiar with each other
Organizational Grapevine • Early research findings – Transmits information rapidly in all directions – Follows a cluster chain pattern – More active in homogeneous groups – Transmits some degree of truth
• Changes due to internet – Email becoming the main grapevine medium – Social networks are now global – Public blogs and forums extends gossip to everyone