Chapter 12
Effective Communication
Chapter Overview
This chapter explores different areas of effective communication by showing the
importance of effective communication, explaining three basic communication models,
defining and describing the functions and types of nonverbal communication, and
introducing the aspects of organizational and intercultural communication.
Chapter Learning Objectives
After studying this chapter, each student should be able to:
1. Describe and discuss the three models of communication and the differences
between them
Key Terms and Concepts
How Important is Effective Communication?
Written and oral communication skills have been found time and time again to be critical
Linear Model of Communication
The linear model of communication shows communicative events as one-sided activities
from the leader to the follower. The process begins by people encoding their thoughts
Verbal communication refers to only words.
Nonverbal cues are all other aspects of communication. Nonverbal cues have four basic
functions:
• They supplement the verbal cues by accenting or adding emphasis to certain
touch and distance behavior, posture, and movement.
Interactional Model of Communication
While the linear model of communication does not involve the follower or even face–to–
Transactional Communication Model
The Transactional Communication Model provides us with the best understanding of
face-to-face human communication. In this model, the channel is an ongoing interactive
Active listening allows the leader to become a more effective communicator. The leader
needs to be skilled in receiving, or listening to, messages. There are five guidelines for
active listening:
• Listen for the content of the message
A leader has the ability to influence from both personal power and position power. You
can begin building personal power by establishing rapport. Establishing rapport includes
Organizational Communication
Organizations communicate externally with their environment and internally through
Communicating Across Cultures
Successful companies see the world as their competitive arena, rather than their local area
or nation. Difficulties in communication occur when differences in culture and
Suggested Teaching Approaches
Activities
1. The written case study for this chapter focuses on the concept of
miscommunication and how easily it can occur. Use the case study to help
students explore their thought process around this concept.
Exam Questions
1. Provide four examples of powerless verbal communication.
Answer:
Powerless language choices include hedges (“I think it will work”), gap filling
2. What are the four basic functions of nonverbal cues? Please provide examples of
each.
Answer:
(1) Nonverbal cues supplement the verbal ones by accenting or adding emphasis
to certain words. For example, making a powerful gesture would add emphasis to
3. What are the guidelines that Carl Rogers proposed to perfect the technique of
active listening?
Answer:
Carl Rogers proposed five guidelines to perfect active listening skills:
• Listen for the content of the message by making an effort to hear precisely
4. How many different generations of employees are now working together in many
workplaces today? Give an example of one type of potential miscommunication
could take place as a result of such generational differences.
Answer:
There are now four generations working together: (from oldest to youngest)