09 Management I - Ch 10 Communication

8/13/2019 09 Management I - Ch 10 Communication

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8thedition

Steven P. Rob bin s

Mary Coulter


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Slide 2Page 196

What Is Communication?

The transferand understandingof meaning.

Transfer means the message is transmitted in a formthat can be interpreted* by the receiver.

Understanding is getting the picture; it is not the

same as simply receiving or agreeing with the message.

*Interpretation = A mental representation of the meaning.


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Slide 3Page 197

What Is Communication?

Interpersonal

Communication

Communicationbetween two or

more people

Organizational

Communication

All the patterns,networks, and

systems of

communication

within anorganization


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Slide 4Page 197

Interpersonal Communication Process

The seven elements of the communication

process:

Source

Message

Encoding

Channel

Decoding

ReceiverFeedback


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Slide 5Page 197


SourceThe sender who initiates the message.

MessageThe intended meaning or purpose to be conveyed.

EncodingThe message converted into symbolic form. In

written/printed, verbal or nonverbal actions.

ChannelThe medium used to transmit the message. (face-

to-face, e-mail, telephone, etc)


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Slide 6Page 198


DecodingThe receivers retranslation of the symbols (visual

and/or auditive) into a form that he/she can

understand.

ReceiverThe individual to whom the message is directed.

FeedbackThe response from the receiver to the sender that

provides knowledge on whether understanding has

been achieved.


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Slide 9Page 198

Interpersonal Communication Methods

Face-to-face Telephone

Group meetings

Formal presentations

Memos

Traditional Mail

Fax machines

Employee publications Bulletin boards

Audio- and videotapes

Hotlines E-mail

Computer conferencing

Voice mail

Teleconferences

Videoconferences


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Slide 10Page 201

Interpersonal Communication

Nonverbal Communication:

Communication that is transmitted without

words.

Body language: Gestures, facial expressions, and

other body movements that convey meaning.Situational behaviors that convey meaning

Clothing and physical surroundings that imply status

Images that control or encourage behaviors

Verbal intonation: Emphasis that a speaker gives to

certain words or phrases that conveys meaning.

It is not what you say, but how you say it!


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Slide 11Page 202

Barriers to Effective Interpersonal

Communication

Filtering

The deliberate manipulation of information to make

it appear more favorable to the receiver.

Emotions Interpreting messages differently, depending on

whether were happy or distressed.

Information Overload

The quantity of information we have to work withexceeds our capacity to process it.


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Slide 12Page 204

Barriers to Effective Interpersonal

Communication

DefensivenessWhen feeling threatened, people react in ways that

reduce their ability to achieve mutual understanding.

Language

Words mean different things to different people.

Senders tend to assume that words they use mean

the same to the receiver as they do to them.

National Culture

Culture influences the form and patterns of

communication and affect the ways managers

communicate.


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Slide 13

Interpersonal Communication Barriers

Defensiveness

NationalCulture Emotions

InformationOverload

Interpersonal

CommunicationLanguage

Filtering


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Slide 14Page 205

Overcoming the Barriers to Effective

Interpersonal Communications

Use Feedback

Simplify Language

Constrain Emotions

Watch Nonverbal Cues

Listen Actively


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Slide 15Page 205



Use Feedback

Feedback can be verbal or nonverbal

Ask questions

Look for general comments

Simplify Language

Choose words, and structure messages to

make them understandable to the receiver


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Slide 16Page 205



Constrain Emotions

When upset, refrain from communicating

until you have regained calmness

Watch Nonverbal Cues

Watch your actions and gestures (cues) to

make sure they convey the desired message


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Slide 17Page 205



Listen Actively

Place yourself in the senders position to

improve understanding of the message content

Listen to full meaning without making premature(too soon) interpretations (a mental representation of the

meaning).

The average person speaks at a rate of 125 to

200 words per minute. The average listener cancomprehend up to 400 words per minute. That

leaves a lot of time for the mind to be distracted.


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Slide 18Page 206

Exhibit 10.4

Active Listening Behaviors

Source:Based on P.L. Hunsaker, Training in Management

Skills (Upper Saddle River, NJ: Prentice Hall, 2001).


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Slide 19Page 207

Types of Organizational Communication

Formal

Communication

Communication that

follows the official

chain of command

or is part of the

communication

required to do ones

job.

Informal

Communication

Communication that is

not defined by the

organizations hierarchy.

Permits employees to

satisfy their need for

social interaction.

Can improve an

organizationsperformance by creating

faster and more effective

channels of

communication.


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Slide 20Page 207

Direction of Communication Flow

Downward CommunicationCommunication that flow from managers to

employees.

To inform, direct, coordinate, and evaluate

employees. Upward Communication

Communication that flow from employees to

managers.

It keeps managers aware of employees needs, howthey feel about their jobs and how things can be

improved.


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Slide 21Page 207

Direction of Communication Flow

Lateral (Horizontal) CommunicationCommunication that takes place among any

employees on the same organizational level.

It saves time and facilitates coordination.

Cross-functional teams rely on this form ofcommunication.

Diagonal Communication

Communication that cuts across both work areas

and organizational levels. It improves efficiency and speed.


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Slide 22

Communication Flows

LateralDownward

Upward


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Slide 23Page 209

Types of Communication Networks

Chain NetworkCommunication flows according to the formal

chain of command, both downward and upward.

Wheel Network

Communication flows to and from a leader to

others in a work team.

All-Channel Network

Communication flows freely among all membersof a work team.


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Slide 24Page 209

Exhibit 10.5

Three Common Organizational Communication

Networks and How They Rate on Effectiveness

Criteria


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Slide 25Page 209

The Grapevine

An informal network of communication that isactive in almost every organization.

It helps managers identify issues that concern

employees.

Managers can in turn use the grapevine to

disseminate information they consider important

Managers can minimize the negative consequences

of rumors by communicating openly and honestly

with employees in situations where they may notlike managerial actions.


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Slide 26Page 211

Current Communication Issues

Gripe Sites:A gripe site or complaint site is a websitedevoted to criticisms and complaints of an

organization.

Managers should view them as a source ofinformation.

They can uncover employee important issues.

They provide a way to judge the mood of the

workforce.

They can be viewed as a means of upward

communication.


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Slide 27Page 211


Gripe Sites

Managers might respond by posting

messages on the gripe site to clarifymisinformation.

Managers might take actions to correct

problems that have been written about.


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Slide 28Page 211


Managing the Organizations Knowledge

ResourcesMaking it easy for employees to communicate and share

their knowledge so they can learn from each other ways

to do their jobs more effectively and efficiently.

Build online information databases that employeescan access.

Create communities of practice.

Groups of people who share a concern, a set of

problems or interest about a topic and who interact with

each other regularly to improve their knowledge and

expertise in that area. Strong interaction can be

maintained through web sites, e-mail and video-

conferencing.


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Slide 29Page 212

Communication and Customer Service

Communication has a significant impact on a

customers satisfaction with the service.Managers need to make sure that employees who

interact with customers are communicating effectively

with those customers.

Train employees to listen actively and respond to

the customer.

Make sure information needed to deal with

customers issues is readily available.

Managers need to develop a strong service culture

focused on the personalization of service to each

customer.


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Slide 30Page 213

Politically Correct Communication

Certain words can stereotype, intimidate andinsult individuals. How to communicate with

someone who isnt like us?

We must be sensitive to how certain words might

offend othersHowever, choose words carefully to maintain as

much clarity as possible in communicating.Sears tells its employees that when talking with a

customer in a wheelchair, employees placethemselves at the customers eye level by

sitting down to make it more comfortable

for everyone.


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Slide 31Page 194

C H A P T E R R E V I E W 1/3

Understanding Communications (slides 2, 3)

What are the two important parts of the definition of

communication?

Differentiate between interpersonal and organizational

communication.

The Process of Interpersonal Communications (slides 5, 6,9~12, 14)

Describe the seven elements of the communication process.

List the communication methods managers might use.

Describe nonverbal communication an how it takes place.

Explain the barriers to effective interpersonal communication and

how to overcome them.


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Slide 32Page 194


Organizational Communication (slides 19~21,23, 25)

Contrast formal and informal communication.

Explain how communication can flow in an organization.

Describe the three common communication networks.

Discuss how managers should handle the grapevine.


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Slide 33Page 194


Communication Issues in Todays Organization (slides 26~30)

Discuss how Internet employee gripe sites affect communication.

Explain how organizations can manage knowledge. Explain why communicating with customers is an important

managerial issue.

Describe how political correctness is affecting communication.

Documents

09 Management I - Ch 10 Communication