LO 13-1 Describe the basic model of communication.

Communication is the act of transmitting thoughts, processes, and ideas through a variety of channels The Shannon-Weaver Model of communication is based on two components: the sender of the message, known as the source, and the receiver of the message. The sender encodes and then transmits a mes­sage through a communication channel where it is decoded by the receiver. The receiver must then provide feedback or a response to the sender to confirm that the message has been received and its meaning understood. Disturbances in the com­munications process are called noise.

LO 13-2 Compare the types of communication channels.

Oral communication is the verbal exchange of information, ideas, and processes one on one or as a group. Written communication makes use of the written word through reports, memos, letters, and other channels. Electronic communication transmits messages through e-mail, Skype, videoconferencing, blogs, fax, instant mes­saging, texting, and social networking. Nonverbal communication is the transmission of wordless cues through posture, facial expres­sion, gestures, tone of voice, and so on.

LO 13-3 Identify key barriers to effective communication.

Filtering is screening and manipulating a message from a sender before passing it on to the receiver. Our emotions have an effect on the way we communicate. The wealth of information surrounding us can lead us to make hasty decisions or prioritize poorly because of information overload. Because of differing perceptions, the ways we interpret situations can clash with the perceptions of others, leading to confusion and misconception. We can overcome this communication barrier by challenging our own assumptions about other people and situations for accuracy and by seeking advice from others to clarify our perceptions.

LO 13-4 Describe types of communication networks within organizations.

Downward communication sends messages from the upper levels of the organizational hierarchy to the lower levels, and upward communication sends messages from the lower levels of the organizational hierarchy to the higher levels. Lateral com­munication flows between and among similar hierarchical lev­els across organizations. Formal networks transmit messages established and approved by the organizational hierarchy. In contrast, informal networks are a means of unofficially sharing of information between employees across company divisions.

LO 13-5 Discuss the elements of effective cross-cultural communication.

Strategies for effective cross-cultural communication include doing your homework and making sure you know the language and customs of different cultures, never making assumptions, believing there are cultural differences until otherwise estab­lished, being an active listener and summarizing points to confirm you understand what the other party has said, being supportive and empathic toward those for whom English is a second lan­guage and avoiding slang, jargon, and euphemisms.