Status and Communication
Introduction
Status, Choice of Communication Channels, Quality of Communication
The main idea of Chapter 11, Power and Status, is that power and status can affect the communication and behavior of the employees in the company. Status is a person’s role or position within a group or an organization and it can be earned or awarded to us by our position in the organization. As a matter of fact, there is a connection between communication and status. For instance, as the perceived status differential increases between supervisors and subordinates, the quality of communication decreases. In other words, as the status differences go up, communication goes down, vice versa.
In our point of view, the choice of communication channel is one of the behaviors affected by the status of both parties. We believe that a more indirect method is usually adopted to communicate with upper level of status; and a more direct method is usually adopted to communicate with similar level of status. If the status differences go up and a more indirect communication is adopted, the quality of communication will be affected. Our research aims to investigate how people choose the way to communicate and what the effects are.
Research question (RQ) & rationale
How does status affect the choice of communication channel and the quality of communication in customer service industry in Hong Kong?
With this question we want to investigate the different perspectives that senior and junior staff members have towards the choice of communication when communicating with people who have different status. Also, we want to see how the choice of channel affects the quality of communication.
Critical Literature Review
Research question: How does status affect the choice of communication channel and the quality of communication in customer service industry in Hong Kong?
There are three key areas related to the RQ.
1. Different status
There are many levels of employees in an organization. The
Status, Choice of Communication Channels, Quality of Communication
The main idea of Chapter 11, Power and Status, is that power and status can affect the communication and behavior of the employees in the company. Status is a person’s role or position within a group or an organization and it can be earned or awarded to us by our position in the organization. As a matter of fact, there is a connection between communication and status. For instance, as the perceived status differential increases between supervisors and subordinates, the quality of communication decreases. In other words, as the status differences go up, communication goes down, vice versa.
In our point of view, the choice of communication channel is one of the behaviors affected by the status of both parties. We believe that a more indirect method is usually adopted to communicate with upper level of status; and a more direct method is usually adopted to communicate with similar level of status. If the status differences go up and a more indirect communication is adopted, the quality of communication will be affected. Our research aims to investigate how people choose the way to communicate and what the effects are.
Research question (RQ) & rationale
How does status affect the choice of communication channel and the quality of communication in customer service industry in Hong Kong?
With this question we want to investigate the different perspectives that senior and junior staff members have towards the choice of communication when communicating with people who have different status. Also, we want to see how the choice of channel affects the quality of communication.
Critical Literature Review
Research question: How does status affect the choice of communication channel and the quality of communication in customer service industry in Hong Kong?
There are three key areas related to the RQ.
1. Different status
There are many levels of employees in an organization. The