Komunikasi dan Etika Bisnis Lecture 1
Komunikasi dan Etika Bisnis
TUP 401
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 direction
4. 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.
Definition
From the Latin word communicare, meaning to impart,
share, or make common.
The transference and the understanding of
meaning
Intercourse by words, letters, or messages;
interchange of thoughts or opinions, by conference
or other means; conference; correspondence.
[1913 Webster Dict.]
Elements
HAROL D. LASWELL described communication in one
sentence:
WHO SAYS WHAT IN WHICH CHANNEL TO WHOM
WITH WHAT EFFECT
This concept is largely known as 5W + 1 H formula.
This formula tell us that communication consists of 5
key elements :
Communicator = who [source, sender]
Message = what [contents]
Media = in which channel [channel, media]
Comunicant = to whom [reciever, recipient]
Influence = what effect [impact]
Process Types
Primary Process
The 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 media
The media can be mail, telephone, fax, magazine, radio,
TV, internet, etc. [mediated communication]
Elements of the Communication
Process
The sender
Encoding
The message
The channel
Decoding
The receiver
Noise
Feedback
The Communication Process Model
Communication Process
The steps between a source and a
receiver that result in the transference
and understanding of meaning.
The Communication Process
Channel
The medium selected by the sender through which the
message travels to the receiver.
Types of Channels
Formal Channels
Are established by the organization and transmit messages
that are related to the professional activities of members.
Informal Channels
Used to transmit personal or social messages in the
organization. These informal channels are spontaneous and
emerge as a response to individual choices.
Direction of Communication
Downward
Lateral
Upward
The Nature of Communication
Communication can be broadly divided into two categories.
Verbal Communication
When 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 verbal
communication i.e. speaking, listening, reading or writing. Some common forms of verbal
communication are conversations, speeches, letters, newspapers, magazines, cassettes both
audio and video, telephonic conversation etc.
Non-Verbal Communication
When 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 and
smell work as codes of communication. You look out of the window, your eyes tell you about
the 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 can
convey your ‘yes’ or ‘no’. with a waive of hand you can show your disinterestedness. Eyes can
transmit feelings like love, hate, anger, sorrow etc. Artists use their art as a means of
communication. A painting is a painter’s medium, a photograph is a photographer’s and
dance performance is a dancer’s non-verbal medium of communication. Silent thinking is
also non-verbal interaction with oneself.
Types of Communication based on
Sender and Receiver
Personal Communication
intrapersonal communication
interpersonal communication
Group Communication
small group communication, lecture, discussion,
symposium, brainstorming, large group
communication, public speaking
Mass Communications
Printed, electronic and digital press
Communication Techniques
Informative communication
Persuasive communication
Instructivecommunication
Human relation
The Aims of Communication
Attitude change
Opinion change
Behaviour change
Social change
The Function of Communication
to inform
to educate
to entertain
to influence
Features of Effective Communication
Common frame of reference
The sender and the receiver should interact at a common level of understanding.
Mutual Interest
Contents of Communication should be of mutual interest to the sender and the receiver.
Common language
Language is the strongest means of verbal communication.
Common environment
Common 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 successful
communication.
Propaganda and Rumour
Propaganda = “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 authority
for truth of it.”
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 the
receiver’s desktop.
Disadvantage: can be intrusive and distracting.
Computer-Aided Communication
(cont’d)
Intranet
A private organization-wide information network.
Extranet
An information network connecting employees with
external suppliers, customers, and strategic partners.
Videoconferencing
An extension of an intranet or extranet that permits
face-to-face virtual meetings via video links.
Choice of Communication Channel
Channel Richness
The amount of information that can be transmitted
during a communication episode.
Characteristics of Rich Channels
1. Handle multiple cues simultaneously.
2. Facilitate rapid feedback.
3. Are very personal in context.
Information Richness of
Communication Channels
Low channel richness
High channel richness
Routine
Source: Based on R.H. Lengel and D.L. Daft, “The Selection of Communication Media as an Executive Skill,” Academy of
Management Executive, August 1988, pp. 225–32; and R.L. Daft and R.H. Lengel, “Organizational Information
Requirements, Media Richness, and Structural Design,” Managerial Science, May 1996, pp. 554–72. Reproduced from
R.L. Daft and R.A. Noe, Organizational Behavior (Fort Worth, TX: Harcourt, 2001), p. 311.
Nonroutine
Barriers to Effective
Communication
Filtering
A sender’s manipulation of information so that it will
be seen more favorably by the receiver.
Selective Perception
People selectively interpret what they see on the
basis of their interests, background, experience, and
attitudes.
Information Overload
A condition in which information inflow exceeds an
individual’s processing capacity.
Barriers to Effective
Communication (cont’d)
Emotions
How a receiver feels at the time a message is received
will influence how the message is interpreted.
Language
Words have different meanings
to different people.
Communication Apprehension
Undue tension and anxiety about oral
communication, written communication, or both.
Communication Barriers
Between Men and Women
Men talk to:
Emphasize status,
power, and
independence.
Complain that women
talk on and on.
Offer solutions.
To boast about their
accomplishments.
Women talk to:
Establish connection
and intimacy.
Criticize men for not
listening.
Speak of problems to
promote closeness.
Express regret and
restore balance to a
conversation.
“Politically Correct” Communication
Certain words stereotype, intimidate, and insult
individuals.
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, and
senior.
Removing certain words from the vocabulary makes it
harder to communicate accurately.
Removed: death, garbage, quotas, and women.
Replaced with terms: negative patient outcome, postconsumer
waste materials, educational equity, and people of gender.
Cross-Cultural Communication
Cultural Barriers
Semantics
Word connotations
Tone differences
Differences among
perceptions
Cultural Guide
Assume differences until
similarity is proven.
Emphasize description rather
than interpretation or
evaluation.
Practice empathy.
Treat your interpretations as
a working hypothesis.
Hand Gestures Mean Different
Things in Different Countries
Things in Different Countries
(cont’d)
© 2005 Prentice Hall Inc. All
rights reserved.
E X H I B I T 10–9
(cont’d)
10–27
Communication Barriers and
Cultural Context
High-Context Cultures
Cultures that rely heavily on
nonverbal and subtle
situational cues to
communication.
Low-Context Cultures
Cultures that rely heavily on
words to convey meaning in
communication.
Highvs.
LowContext
Cultures
TUP 401
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 direction
4. 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.
Definition
From the Latin word communicare, meaning to impart,
share, or make common.
The transference and the understanding of
meaning
Intercourse by words, letters, or messages;
interchange of thoughts or opinions, by conference
or other means; conference; correspondence.
[1913 Webster Dict.]
Elements
HAROL D. LASWELL described communication in one
sentence:
WHO SAYS WHAT IN WHICH CHANNEL TO WHOM
WITH WHAT EFFECT
This concept is largely known as 5W + 1 H formula.
This formula tell us that communication consists of 5
key elements :
Communicator = who [source, sender]
Message = what [contents]
Media = in which channel [channel, media]
Comunicant = to whom [reciever, recipient]
Influence = what effect [impact]
Process Types
Primary Process
The 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 media
The media can be mail, telephone, fax, magazine, radio,
TV, internet, etc. [mediated communication]
Elements of the Communication
Process
The sender
Encoding
The message
The channel
Decoding
The receiver
Noise
Feedback
The Communication Process Model
Communication Process
The steps between a source and a
receiver that result in the transference
and understanding of meaning.
The Communication Process
Channel
The medium selected by the sender through which the
message travels to the receiver.
Types of Channels
Formal Channels
Are established by the organization and transmit messages
that are related to the professional activities of members.
Informal Channels
Used to transmit personal or social messages in the
organization. These informal channels are spontaneous and
emerge as a response to individual choices.
Direction of Communication
Downward
Lateral
Upward
The Nature of Communication
Communication can be broadly divided into two categories.
Verbal Communication
When 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 verbal
communication i.e. speaking, listening, reading or writing. Some common forms of verbal
communication are conversations, speeches, letters, newspapers, magazines, cassettes both
audio and video, telephonic conversation etc.
Non-Verbal Communication
When 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 and
smell work as codes of communication. You look out of the window, your eyes tell you about
the 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 can
convey your ‘yes’ or ‘no’. with a waive of hand you can show your disinterestedness. Eyes can
transmit feelings like love, hate, anger, sorrow etc. Artists use their art as a means of
communication. A painting is a painter’s medium, a photograph is a photographer’s and
dance performance is a dancer’s non-verbal medium of communication. Silent thinking is
also non-verbal interaction with oneself.
Types of Communication based on
Sender and Receiver
Personal Communication
intrapersonal communication
interpersonal communication
Group Communication
small group communication, lecture, discussion,
symposium, brainstorming, large group
communication, public speaking
Mass Communications
Printed, electronic and digital press
Communication Techniques
Informative communication
Persuasive communication
Instructivecommunication
Human relation
The Aims of Communication
Attitude change
Opinion change
Behaviour change
Social change
The Function of Communication
to inform
to educate
to entertain
to influence
Features of Effective Communication
Common frame of reference
The sender and the receiver should interact at a common level of understanding.
Mutual Interest
Contents of Communication should be of mutual interest to the sender and the receiver.
Common language
Language is the strongest means of verbal communication.
Common environment
Common 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 successful
communication.
Propaganda and Rumour
Propaganda = “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 authority
for truth of it.”
Computer-Aided Communication
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 the
receiver’s desktop.
Disadvantage: can be intrusive and distracting.
Computer-Aided Communication
(cont’d)
Intranet
A private organization-wide information network.
Extranet
An information network connecting employees with
external suppliers, customers, and strategic partners.
Videoconferencing
An extension of an intranet or extranet that permits
face-to-face virtual meetings via video links.
Choice of Communication Channel
Channel Richness
The amount of information that can be transmitted
during a communication episode.
Characteristics of Rich Channels
1. Handle multiple cues simultaneously.
2. Facilitate rapid feedback.
3. Are very personal in context.
Information Richness of
Communication Channels
Low channel richness
High channel richness
Routine
Source: Based on R.H. Lengel and D.L. Daft, “The Selection of Communication Media as an Executive Skill,” Academy of
Management Executive, August 1988, pp. 225–32; and R.L. Daft and R.H. Lengel, “Organizational Information
Requirements, Media Richness, and Structural Design,” Managerial Science, May 1996, pp. 554–72. Reproduced from
R.L. Daft and R.A. Noe, Organizational Behavior (Fort Worth, TX: Harcourt, 2001), p. 311.
Nonroutine
Barriers to Effective
Communication
Filtering
A sender’s manipulation of information so that it will
be seen more favorably by the receiver.
Selective Perception
People selectively interpret what they see on the
basis of their interests, background, experience, and
attitudes.
Information Overload
A condition in which information inflow exceeds an
individual’s processing capacity.
Barriers to Effective
Communication (cont’d)
Emotions
How a receiver feels at the time a message is received
will influence how the message is interpreted.
Language
Words have different meanings
to different people.
Communication Apprehension
Undue tension and anxiety about oral
communication, written communication, or both.
Communication Barriers
Between Men and Women
Men talk to:
Emphasize status,
power, and
independence.
Complain that women
talk on and on.
Offer solutions.
To boast about their
accomplishments.
Women talk to:
Establish connection
and intimacy.
Criticize men for not
listening.
Speak of problems to
promote closeness.
Express regret and
restore balance to a
conversation.
“Politically Correct” Communication
Certain words stereotype, intimidate, and insult
individuals.
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, and
senior.
Removing certain words from the vocabulary makes it
harder to communicate accurately.
Removed: death, garbage, quotas, and women.
Replaced with terms: negative patient outcome, postconsumer
waste materials, educational equity, and people of gender.
Cross-Cultural Communication
Cultural Barriers
Semantics
Word connotations
Tone differences
Differences among
perceptions
Cultural Guide
Assume differences until
similarity is proven.
Emphasize description rather
than interpretation or
evaluation.
Practice empathy.
Treat your interpretations as
a working hypothesis.
Hand Gestures Mean Different
Things in Different Countries
Things in Different Countries
(cont’d)
© 2005 Prentice Hall Inc. All
rights reserved.
E X H I B I T 10–9
(cont’d)
10–27
Communication Barriers and
Cultural Context
High-Context Cultures
Cultures that rely heavily on
nonverbal and subtle
situational cues to
communication.
Low-Context Cultures
Cultures that rely heavily on
words to convey meaning in
communication.
Highvs.
LowContext
Cultures