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13 14 November 2017 MS 232
Levels of
Shannon's Model
Interactive Model
Transactional model
An information source.
The message, which is both sent by the information source and
received by the destination.
A transmitter.
The signal, which flows through a channel.
A carrier or channel, which is represented by the small unlabeled
box in the middle of the model.
Noise, in the form of secondary signals that obscure or confuse the
signal carried.
A receiver.
A destination. Presumably a person who consumes and processes
the message.
19 14 November 2017 MS 232
An Intermediary Model
Interpersonal Barriers
Perception and perceptual selection processes
Semantics (language)
Channel selection
Inconsistent verbal and nonverbal communication.
Organizational Barriers
Information overload
Technical and in-group language
Status differences
Task and organization structure requirements
Absence of formal communication channels
28 14 November 2017 MS 232
EFFECTIVE COMMUNICATION
Specific
Timely: Give feedback as soon as possible. Excellent
feedback presented at an inappropriate time may do more
harm than good
Descriptive: Give facts. Focus on the behavior not the person.
Sensitive: When emotions run high, allow a cooling-off period
before talking.
Helpful: When feedback is negative, explore alternatives for
improvement so the employee has goals to aim for. Use the
"sandwich technique" by saying one positive statement
followed by the negative feedback and then another
34 compliment. 14 November 2017 MS 232
Improving Communication Effectiveness
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