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8/4/2019 IBE01 - Communication Chapter 12
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Communication
Chapter 12
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CommunicationMedia
Noise
Noise
Encoding Decoding
Communication Process
Feedback
The process oforganizing ideasinto a series ofsymbols designedto communicate
with the receiver
The communicationstage in which thereceiver interpretsthe message andtranslate it into
meaningfulinformation
The communication stage in which the receiverresponds to the senders message
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Aspects of Nonverbal
Communication
1. Hand and body gestures
2. Facial expressions and movements3. Posture
4. Body placement
5. Voice quality6. Clothing, dress, and appearance
Note: All of the above can be ambiguous.
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Formal Communication
Channels Organization chart shows formal paths
Meetings of all sizes Web log initiated by the company
RSS (really simple syndication) enhances
formal communication Management by walking around (yet also
informal channel)
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Informal Communication
Channels
Created from informal communicationnetworks
Leaders use informal networks toaccomplish their goals
Chance encounters between managers andemployees enhance communication
Rumors and gossip travel on grapevine
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Communication
Directions
Communication network is a pattern or flow of
messages that traces the communication from startto finish
Downward Communication (message flow to lower level)
Horizontal Communication (employees send messages to
others at the same organizational level) Diagonal Communication (transmission of messages to
different departments)
Upward Communication (transmit messages to higher levels
in an organization)
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Four Vehicles for
Upward Communication Open-door policy (Lets talk.)
Town hall meetings (Lets workit out.)
Complaint program and hotlines.(Ive been harassed.)
Web logs and blogs (Heres myreaction to the downsizing.)
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Organization Learning Skilled at creating, acquiring, and
transferring knowledge based on good
communication. Knowledge management gets right
knowledge to right people at right time.
Knowledge in peoples head must besystematized.
Aproblem is that workers hoard ideas.
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1. Low motivation and interest (intended receiver is
not motivated or interested to the message)2. Inappropriate language (language must be
suited to the receiver)
3. Defensive communication (receiving messages ina way that protects self-esteem)
4. Insufficient nonverbal communication (makesverbal communication nonconvincing)
Communication
Barriers
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5. Information overload (receiving so much
information that overwhelms the person)6. Poor communication skills
7. Electronic communication problems(impersonality, missing human interaction, poor
delivery of sensitive information)8. Filtering (Coloring and altering information to
make it more acceptable to the receiver )
Communication
Barriers
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Overcoming
Communication Barriers1. Understand the receiver (strive for understanding).
2. Communicate assertively and directly (use of
information confrontation technique by inquiringabout discrepancies, or conflicts, and mixedmessages).
3. Use two-way communication and ask for clarification.
4.
Elicit verbal and nonverbal feedback.5. Enhance listening skills (active listening helps getting
full meaning, without making premature judgmentsor interpretations.)
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Overcoming Communication
Barriers, continued6. Unite with a common vocabulary (units may speak in
different terms).
7. Be sensitive to cultural differences (e.g., usestraightforward language and speak clearly).
8. Engage in metacommunication (communicate aboutyour communication).
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. Understand gender differences (Women tend to bemore conciliatory when facing differences, whilemen become more intimidating.)
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How to Conduct an
Effective Meeting1. Meet only for valid reasons (it is important
to have a specific agenda and adhere to it).
2. Start and stop on time, refreshments.
3. Keep comments brief and to the point.
4. Avoid electronic distractions (agree on use
of laptops, cell phones, and BlackBerrys).5. Capitalize on technology when appropriate.
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How to Conduct an
Effective Meeting, continued6. Encourage critical feedback and commentary.
7. Strive for wide participation.
8. Solve small issues ahead of time with e-mail.
9. Consider huddling when quick action is needed.
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Ethical Political Tactics1. Develop power contacts (golf is good).
2.
Be courteous, pleasant, and positive.3. Create a positive image.
4. Ask satisfied customers to contact yourboss.
5. Be politically correct.
6. Send thank-you notes to many people.
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Control of Negative
Organizational Politics1. Be aware of presence of politics.
2.
Open communication (Heres how you getpromoted around here.)
3. Avoid favoritism (My boyfriend gets onlythe bonus he deserves.)
4. Find a way to talk about territorial games(No hogging resources.)
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The End
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