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Chapter

Chapter

CommunicatingCommunicating

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McGraw-Hill/IrwinMcGraw-Hill/IrwinManagement, 7/eManagement, 7/e Copyright © 2007 The McGraw-Hill Companies, Inc. All rights reserved.Copyright © 2007 The McGraw-Hill Companies, Inc. All rights reserved.

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Learning Objectives

After Studying Chapter 15, You will know The important advantages of two-way

communication. Communication problems to avoid. When and how to use the various

communication channels. Ways to become a better “sender” and

“receiver” of information. How to improve downward, upward, and

horizontal communication. How to work with the company grapevine. The advantages and characteristics of the

boundaryless organization.

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Interpersonal Communication

Communication is the transmission of information and meaning from one party to another through the use of shared symbols

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One-Way versus Two-Way

One-way communication is a process in which information flows in only one direction – from the sender to the receiver; with no feedback loop One-way communication is more common

because it is easier Two-way communication is a process in which

information flows in two directions – the receiver provides feedback, and the sender is receptive to the feedback Two-way communication is more difficult and

time consuming than one-way communication

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Communication Pitfalls Errors can occur in all stages of the

communication process Encoding errors include the misuse of words, decimal

points entered in the wrong place, and ambiguous phrases

Decoding problems include poor listening on the part of the receiver, reading too quickly, and overlooking key points

Generally it is the individuals perceptual and filtering processes that create misinterpretations Perception is the process of receiving and interpreting

information Filtering is the process of withholding, ignoring, or

distorting information

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Mixed Signals and Misperception

People’s perceptions can undermine attempts to communicate People do not pay attention to everything

going on around them People inadvertently send mixed signals that

can undermine the intended message Different people attend to different things,

and people interpret the same thing in different ways

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Intercultural Communication

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Oral and Written Channels Oral communication

includes face-to-face discussion, telephone conversations, and formal presentations and speeches Advantages art that

questions can be asked and answered; feedback is immediate and direct; and it is more persuasive

Disadvantages are that it can lead to spontaneous, ill-considered statements; and that there is no permanent record

Written communication includes memos, letters, reports, computer files, and other written documents Advantages are that the

message can be revised several times, there is a permanent record, the receiver has more time to analyze the message, and the it stays the same even if relayed through many people

Disadvantages are that the sender has no control over where, when or if the message is read; no immediate feedback, and the message must be longer

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Electronic Media

Electronic media allows managers to use computers not only to gather and distribute quantitative data but to talk with others electronically Teleconferencing allows groups of people in

different locations to interact over phone lines, and perhaps also to see one another on monitors during discussions

E-mail, instant messaging, and blogging are other types of electronic media

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Electronic Media

Advantages include: More information is

shared with greater speed and efficiency

Reduces time spent raveling, talking, and photocopying

Reduces costs Can improve decision

making

Disadvantages include: Difficulty solving

complex problems that require more extended face-to-face interaction

Inability to pick up subtle, nonverbal, or inflectional clues about what the communicator is thinking

Information leaks Lost time from private

use of e-mail and instant messaging

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Managing the Electronic Load

Even though electronic communication media may seem essential and people wonder how they ever worked without it, the sheer volume of electronic communication can be overwhelming

To manage the amount of electronic communication managers should: Separate the truly important form the routing; prioritize your

time around truly important goals Make sure IM’s and e-mails are not sent to the wrong person Don’t think of e-mail as private Don’t hit ‘reply to all’ when you should only hit reply E-mail golden rule: don’t hit send unless you’d be

comfortable having the contents on the front page of a newspaper

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The Virtual Office

The virtual office is a mobile office in which people can work anywhere, as long as they have the tools to communicate with customers and colleagues

Based on the philosophy that management’s focus should be on what people do not where they are

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Media Richness

Media richness refers to the amount of information a medium can convey The more

information or cues a medium sends to the receiver, the ‘richer’ the medium is

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Improving Communication Skills: Improving Sender Skills Honest, direct, straight talk is important

but all too rare People should be able to identify your

perspective, your reasoning, and your intentions

Effective writing is more than correct spelling, punctuation, and grammar (although these help!) Good writing requires clear, logical thinking Strive for clarity organization, readability,

and brevity

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Improving Sender Skills

When called upon to present a persuasive message your attitude is very important Persuasion is a process of learning from each other

and negotiating a shared solution Effective persuasion is an attempt to find an emotional

connection with the other person The most powerful and persuasive messages are

simple and informative, are told with stories and anecdotes, and convey excitement

Remember that word choice can enhance or interfere with the communication process Consider the other person’s background Avoid jargon and slang

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Improving Your Presentations

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Non Verbal Skills

Nonverbal messages can support or undermine the stated message You should give nonverbal signals that express

warmth, respect, concern, a feeling of equality, and a willingness to listen

Negative nonverbal signals show coolness, disrespect, lack of interest, and a feeling of superiority

Suggestions for sending the right nonverbal cues include Use time appropriately Make your office arrangement conducive to open

communication Remember your body language

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Nonverbal Skills in Other Countries

Nodding the head up and down Bulgaria means no The American A-OK gesture is vulgar in Brazil,

Singapore, Russia, and Paraguay In Buddhist cultures never touch someone’s head

because it is sacred Never touch or eat anything with the left hand in

Muslim cultures because I is unclean

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Improving Receiver Skills

In today’s demanding work environment, managers need better listening skills Reflection is a process by which a person

states what he or she believes the other person is saying

Listening begins with personal contact Reading mistakes are common and costly

Read thins as soon as possible Note important points Read materials that fall outside your

immediate concerns

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Improving Receiver Skills

Effective communicators are also capable of observing and interpreting nonverbal communications A vital source of useful observations comes

from personally visiting people, plants, and other locations to get a firsthand view

You must accurately interpret what you observe

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Downward Communication

Downward communication refers to the flow of information from higher to lower levels in the organization’s hierarchy

Problems with downward communication include: Information overload Lack of openness between managers and

employees Filtering information as it moves through the

organization’s hierarchy

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Downward Communication

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Downward Communication

Some of the most important downward communication occurs when managers provide performance feedback Coaching is dialogue with a goal

of helping another be more effective and achieve his or her full potential on the job

Open-book management is the practice of sharing with employees at all levels of the organization vital information previously meant for management’s eyes only

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Upward Communication

Upward communication travels from lower to higher ranks in the hierarchy

Upward communication is important because: Manager’s learn what’s going on Employees gain from the opportunity to

communicate upward Effective upward communication facilitates

downward communication as good listening becomes a two-way street

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Upward Communication

Problems common in upward communication are similar to those for downward communication

People tend to share only good news with their bosses and suppress bad news because they: Want to appear competent Mistrust their boss and fear that punishment for

their actions Fear the boss will punish the messenger Believe they are helping their boss if they shield

him or her from problems

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Managing Upward Communication

Generating useful information from below requires that managers both facilitate and motivate upward communication Use an open door policy Have lunch with employees Use surveys Practice MBWA (Management by wandering

around)

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Horizontal Communication

Horizontal communication is information that is shared among people on the same hierarchical level

Horizontal communication has several important functions It allows sharing of information, coordination,

and problem solving among units Helps solve conflicts Provides social and emotional support to

people

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Informal Communication

Informal communication is generally unofficial communication between organizational members at all levels Grapevine is the social network of informal

communication Many times the grapevine will carry rumors and

gossip which can be destructive Managers must work with the grapevine by

Talking to the key people involved to get the facts and their perspectives

Preventing rumors from starting through open communication

Neutralizing rumors once they have started

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Boundarylessness

A boundaryless organization is one in which there are no barriers to information flow It implies information is available as needed

moving quickly and easily enough so that the organization functions far better as a whole than its separate parts

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Looking Ahead

After Studying Chapter 16, You will know: Why companies develop control systems for employees How to design a basic bureaucratic control system The purposes for using budgets as a control device How to interpret financial ratios and other financial

controls The procedures for implementing effective control

systems The different ways in which market control mechanisms

are used by organizations How clan control can be approached in an empowered

organization