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Communication
Prof. Christy Zhou Koval
Spring 2017
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Learning objectives
• Basic concepts
• Communication process model
Communication barriers
• Nonverbal communication
• Cross-cultural communication
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Communication
• The process by which information is transmitted
and understood between two or more people
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Direction of Communication
Direction of Communication in
Organizations
Downward
Lateral
Upward
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Learning objectives
• Basic concepts
• Communication process model
Communication barriers
• Nonverbal communication
• Cross-cultural communication
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Communication process model
Noise
• Basic concepts
• Communication process model
Communication barriers
• Nonverbal communication
• Cross-cultural communication
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Communication Barriers
Perception Language
Information
Filtering
Overload
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Communication barriers
• Perception: Our perceptual process are
imperfect
Selective attention
Attitudes
Interests
Needs
Expectations
Backgrounds
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Communication barriers
• Filtering:
• Willful distortion of information.
• https://www.youtube.com/watch?v=Zh6NzOHO
U8s
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Communication barriers
• Language
Ambiguity
• The passerby helps dog bite victim
• John took off his trousers by the bank
• I rode a black horse in red pajamas
Jargon
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Communication barriers
• Language
Ambiguity
Jargon
Actual language spoken (e.g., English vs.
Cantonese)
• Examples of language based miscommunication?
Lost in Translation
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Communication barriers
Information Overload
Episodes of
information
overload
People’s
information
processing
capacity
Information Load
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Time
Communication Barriers
• Information Overload:
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Learning objectives
• Basic concepts
• Communication process model
Communication barriers
• Nonverbal communication
• Cross-cultural communication
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Communications 101
• Words = 7%
• All the rest = 93%
• Expressed through
Voice intonation
Eye contact
Etc.
Learning objectives
• Basic concepts
• Communication process model
Grounding
Communication barriers
• Nonverbal communication
• Cross-cultural communication
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Cultural context
• High-context cultures
• Low-context cultures
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High- vs. Low- Context Cultures
Anticipate the
need of the
others!
More perspective
taking!
3. Practicing empathy
- Try to imagine yourself in the recipient’s shoes
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