komunikasi dan etika bisnis - lecture 1

8/2/2019 Komunikasi Dan Etika Bisnis - Lecture 1

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Komunikasi dan Etika Bisnis

TUP 401


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After studying this chapter,

you should be able to:1. Define the meaning of communication

2. Describe the communication process and model.

3. Understand the communication channel and direction4. Contrast the advantages and disadvantages of oral versus

written communication.

3. Explain the importance of channel richness to improving

communication effectiveness.

4. Identify common barriers to effective communication.

5. Describe the potential problems in cross-cultural

communication.


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Definition

From the Latin word communicare, meaning to impart,share, or make common.

The transference and the understanding ofmeaning

Intercourse by words, letters, or messages;

interchange of thoughts or opinions, by conferenceor other means; conference; correspondence.

[1913 Webster Dict.]


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Elements

HAROL D. LASWELL described communication in onesentence:

WHO SAYS WHAT IN WHICH CHANNEL TO WHOMWITH WHAT EFFECT

This concept is largely known as 5W + 1 H formula.This formula tell us that communication consists of 5key elements : Communicator = who [source, sender]

Message = what [contents] Media = in which channel [channel, media]

Comunicant = to whom [reciever, recipient]

Influence = what effect [impact]


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Process Types

Primary ProcessThe process of transferring idea by using symbol as a media

The symbol can be a language, gesture, picture, colour, etc. in:

[dictionary meaning]

[emotional or evaluate meaning]

Secondary Process

The process of transferring idea by using tools/technology as

a mediaThe media can be mail, telephone, fax, magazine, radio,TV, internet, etc. [mediated communication]


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Elements of the Communication

Process The sender

Encoding

The message

The channel

Decoding

The receiver

Noise

Feedback


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The Communication Process Model

Communication Process

The steps between a source and areceiver that result in the transferenceand understanding of meaning.


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The Communication Process Channel

The medium selected by the sender through which themessage travels to the receiver.

Types of Channels

Formal Channels

Are established by the organization and transmit messagesthat are related to the professional activities of members.

Informal Channels

Used to transmit personal or social messages in theorganization. These informal channels are spontaneous andemerge as a response to individual choices.


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Direction of Communication

Upward

Downward

Lateral


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The Nature of CommunicationCommunication can be broadly divided into two categories.

Verbal CommunicationWhen words are used as tools of interaction between two or more individuals, it is known as

verbal communication. It can be oral or written.

Researchers have found that, on an average, a person spends 10 to 11 hours everyday in verbalcommunication i.e. speaking, listening, reading or writing. Some common forms of verbalcommunication are conversations, speeches, letters, newspapers, magazines, cassettes both

audio and video, telephonic conversation etc.Non-Verbal CommunicationWhen the alarm clock rings in the morning, it communicates to you the message that it is time

to wake up. Communication can also occur without words. Our senses- ears, eyes, touch andsmell work as codes of communication. You look out of the window, your eyes tell you aboutthe weather outside. The smell tells you what is cooking for breakfast. Pictures, images,

models, gestures are also nonverbal means of communication. A simple nod of head canconvey your yes or no. with a waive of hand you can show your disinterestedness. Eyes cantransmit feelings like love, hate, anger, sorrow etc. Artists use their art as a means ofcommunication. A painting is a painters medium, a photograph is a photographers anddance performance is a dancers non-verbal medium of communication. Silent thinking isalso non-verbal interaction with oneself.


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Types of Communication based on

Sender and Receiver

Personal Communication

intrapersonal communication

interpersonal communicationGroup Communication

small group communication, lecture, discussion,symposium, brainstorming, large group

communication, public speakingMass Communications

Printed, electronic and digital press


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Communication Techniques

Informative communication

Persuasive communication

Instructivecommunication

Human relation


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The Aims of CommunicationAttitude change

Opinion change

Behaviour change

Social change


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The Function of Communication

to inform

to educate

to entertain

to influence


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Features of Effective CommunicationCommon frame of reference

The sender and the receiver should interact at a common level of understanding.

Mutual InterestContents of Communication should be of mutual interest to the sender and the receiver.

Common language

Language is the strongest means of verbal communication.

Common environmentCommon environment promotes successful communication.People with a similar background receive the intended message without any hassle.Common environment would cover areas/activities like the following: Common nationality,

Common economic status, Common culture, Common social interests,

Common age group, Common professions, etc.

Thus commonness is an important element in communication. Common language,common interests, common environment, common experiences promote successfulcommunication.


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Propaganda and RumourPropaganda = the organised spreading of doctrine, true or

false, information, opinions etc. to bring about change.Rumor = common talk, a current story or statement passing

from one person to another without any known authorityfor truth of it.


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Computer-Aided Communication

E-mail

Advantages: quickly written, sent, and stored; low cost

for distribution. Disadvantages: information overload, lack of emotional

content, cold and impersonal.

Instant messaging

Advantage: real time e-mail transmitted straight to thereceivers desktop.

Disadvantage: can be intrusive and distracting.


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Computer-Aided Communication

(contd) Intranet

A private organization-wide information network.

Extranet

An information network connecting employees withexternal suppliers, customers, and strategic partners.

Videoconferencing An extension of an intranet or extranet that permits

face-to-face virtual meetings via video links.


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Choice of Communication Channel

Characteristics of Rich Channels

1. Handle multiple cues simultaneously.

2. Facilitate rapid feedback.

3. Are very personal in context.

Channel Richness

The amount of information that can be transmittedduring a communication episode.

f h f


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Information Richness of

Communication Channels

Low channel richness High channel richness

Routine Nonroutine

Source: Based on R.H. Lengel and D.L. Daft, The Selection of Communication Media as an Executive Skill,Academy ofManagement Executive, August 1988, pp. 22532; and R.L. Daft and R.H. Lengel, Organizational InformationRequirements, Media Richness, and Structural Design,Managerial Science, May 1996, pp. 55472. Reproduced from

R.L. Daft and R.A. Noe, Organizational Behavior(Fort Worth, TX: Harcourt, 2001), p. 311.

Barriers to E ecti e


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Barriers to E ective

Communication

FilteringA senders manipulation of information so that it willbe seen more favorably by the receiver.

Selective PerceptionPeople selectively interpret what they see on thebasis of their interests, background, experience, andattitudes.

Information Overload

A condition in which information inflow exceeds anindividuals processing capacity.

B i t Eff ti


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Barriers to Effective

Communication (contd)

EmotionsHow a receiver feels at the time a message is receivedwill influence how the message is interpreted.

Language

Words have different meaningsto different people.

Communication Apprehension

Undue tension and anxiety about oralcommunication, written communication, or both.

C i ti B i


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Communication Barriers

Between Men and Women

Men talk to:

Emphasize status,power, andindependence.

Complain that womentalk on and on.

Offer solutions.

To boast about theiraccomplishments.

Women talk to:

Establish connectionand intimacy.

Criticize men for notlistening.

Speak of problems topromote closeness.

Express regret andrestore balance to aconversation.


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Politically Correct Communication

Certain words stereotype, intimidate, and insultindividuals.

In an increasingly diverse workforce, we must be sensitive

to how words might offend others. Removed: handicapped, blind, and elderly

Replaced with:physically challenged, visually impaired, andsenior.

Removing certain words from the vocabulary makes itharder to communicate accurately. Removed: death,garbage, quotas, and women.

Replaced with terms: negative patient outcome,postconsumerwaste materials, educational equity, andpeople of gender.


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Cross-Cultural Communication Cultural Barriers

Semantics

Word connotations

Tone differences

Differences amongperceptions

Cultural Guide

Assume differences untilsimilarity is proven.

Emphasize description ratherthan interpretation orevaluation.

Practice empathy.

Treat your interpretations asa working hypothesis.


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Hand Gestures Mean Different

Things in Different Countries


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2005 Prentice Hall Inc. Allrights reserved. 1027

Things in Different Countries

(contd)

E X H I B I T 109

(contd)


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Communication Barriers and

Cultural ContextHigh-Context Cultures

Cultures that rely heavily onnonverbal and subtlesituational cues tocommunication.

Low-Context Cultures

Cultures that rely heavily onwords to convey meaning incommunication.


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High-

vs.

Low-Context

Cultures

komunikasi dan etika bisnis - lecture 1

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