Chapter16.ppt

8/13/2019 Chapter16.ppt

http://slidepdf.com/reader/full/chapter16ppt 1/48



Communication

McGraw-Hill/IrwinContemporary Management, 5/e Copyright © 2008 The McGraw-Hill Companies, Inc. All rights reserved.

chapter sixteen



16-3

Learning Objectives

• Explain why effective communication helps anorganization gain a competitive advantage.

• Describe the communication process, and

explain the role of perception incommunication.• Define information richness, and describe the

information richness of communication media

available to managers.



16-4

Learning Objectives

• Describe the communication networks thatexist in groups and teams.

• Explain how advances in technology have

given managers new options for managingcommunications.• Describe important communication skills that

managers need as senders and receivers of

messages.



16-5

Communication and Management

• Communication – The sharing of information between two or

more individuals or groups to reach acommon understanding.



16-6

Communication and Management

• Importance of Good Communication – Increased efficiency in new technologies

and skills – Improved quality of products and services – Increased responsiveness to customers – More innovation through communication


http://slidepdf.com/reader/full/chapter16ppt 7/4816-7

The Communication Process

• Phases of the CommunicationProcess: – Transmission phase in which information is

shared by two or more people. – Feedback phase in which a common

understanding is assured.




Figure 16.1



Question?

What part of the communication processhas the sender translating the messageinto symbols or language?

A. MessageB. Encoding

C. DecodingD. Feedback




• Sender – person wishing to shareinformation with some other person

• Message – what information tocommunicate

• Encoding – sender translates themessage into symbols or language

• Noise – refers to anything that hampersany stage of the communication process




• Receiver – person or group for whichthe message is intended

• Medium – pathway through which anencoded message is transmitted to areceiver

• Decoding - critical point where thereceiver interprets and tries to makesense of the message



16-12


• Feedback phase is initiated by thereceiver

• Receiver decides what message to sendto the original sender

• Feedback eliminates misunderstandings,ensures that messages are correctlyinterpreted



16-13

Verbal & Nonverbal Communication

• Verbal Communication – The encoding of messages into words,

either written or spoken

• Nonverbal – The encoding of messages by means of

facial expressions, body language, and

styles of dress.



16-14

The Role of Perception inCommunication

• Perception – process through which people select,

organize, and interpret sensory input to givemeaning andorder to the world around them



16-15


• Biases – systematic tendencies to use information

about others in ways that can result in

inaccurate perceptions



16-16


• Stereotypes – often inaccurate beliefs about the

characteristics of particular groups of people – can interfere with the encoding and

decoding of messages



16-17

The Dangers of IneffectiveCommunication

• When managers and other members ofan organization are ineffectivecommunicators, organizationalperformance suffers and any competitiveadvantage the organization might have islikely to be lost



16-18

Information Richness andCommunication Media

• Managers and their subordinates canbecome effective communicators by: – Selecting an appropriate medium for each

message —there is no one ―best‖ medium. – Considering information richness

• A medium with high richness can carry

much more information to aidunderstanding.



16-19

Question?

What is the amount of information that acommunication medium can carry?

A. Channel capacityB. Information richnessC. Bandwidth

D. Message capacity



16-20

Information Richness

• The amount of information that acommunication medium can carry

• The extent to which the medium enablesthe sender and receiver to reach acommon understanding



16-21

Information Richness of CommunicationMedia

Figure 16.2



16-22

Communication Media

• Face-to-Face – Has highest

informationrichness.

– Can takeadvantage of

verbal andnonverbal signals.



16-23

Communication Media

• Face-to-Face – Provides for instant feedback. – Management by wandering around takes

advantage of this with informal talks toworkers.

– Video conferences provide much of this

richness and reduce travel costs andmeeting times.



16-24

Communication Media

• Spoken Communication ElectronicallyTransmitted – Has the second highest information

richness. – Telephone conversations are information

rich with tone of voice, sender’s emphasis,

and quick feedback, but provide no visualnonverbal cues.



16-25

Communication Media

• Personally Addressed WrittenCommunication – Has a lower richness than the verbal forms of

communication, but still is directed at a givenperson. – Personal addressing helps ensure receiver

actually reads the message —personal letters

and e-mail are common forms.



16-26

Communication Media

• Personally Addressed WrittenCommunication – Does not provide instant feedback to the

sender although sender may get feedbacklater. – Excellent media for complex messages

requesting follow-up actions by receiver.



16-27

E- Mail Dos and Don’ts

• E-mail allows telecommuting employees towork from home and keep in contact.

• The use of e-mail is growing rapidly and e-mail

etiquette is expected: – Typing messages in all CAPITALS is seen as―screaming‖ at the receiver.

– Punctuate your messages for easy reading anddon’t ramble on.

– Pay attention to spelling and treat the message likea written letter.



16-28

Communication Media

• Impersonal Written Communication – Has the lowest information richness. – Good for messages to many receivers

where little or feedback is expected (e.g.,newsletters, reports)



16-29

Communication Media

• Many managers do not have time to readall the electronic work-related informationavailable to them

• Problem with information overload is thepotential for important information to beignored or overlooked

• Can result in lost productivity



16-30

Communication Networks

• Communication Networks – The pathways along which information flows

in groups and teams and throughout theorganization.



16-31

Communication Networks

• Type of communication networkdepends on: – The nature of the group’s tasks – The extent to which group members need to

communicate with each other to achievegroup goals.



16-32

Communication Networks inGroups and Teams

Type of Network

Wheel Network Information flows to and from one centralmember.

Chain Network Members communicate only with the people nextto them in the sequence.

Wheel and chain networks provide little interaction.

Circle Network Members communicate with others close to them

in terms of expertise, experience, and location.All-ChannelNetwork

Networks found in teams with high levels ofcommunications between each member and allothers.



16-33Figure 16.3

Communication

Networks inGroups and

Teams



16-34

Organization CommunicationNetworks

• Organization Chart – Summarizes the formal reporting channels

in an organization.

– Communication in an organization flowsthrough formal and informal pathways – Vertical communications flow up and down

the corporate hierarchy.



16-35

Organization CommunicationNetworks

• Organization Chart – Horizontal communications flow between

employees of the same level.

– Informal communications can span levelsand departments —the grapevine is aninformal network carrying unofficialinformation throughout the firm.



16-36

Formal and Informal CommunicationNetworks in an Organization

Figure 16.4

T h l i l Ad i



16-37

Technological Advances inCommunication

• Internet – Global system of computer networks that is

easy to join and is used by employees to

communicate inside and outside theircompanies

• World Wide Web (WWW)

– ―Business district‖ with multimediacapabilities

T h l i l Ad i



16-38


• Intranets – A company-wide system of computer

networks for information sharing byemployees inside the firm.

• Advantages of intranets – Lies in their versatility as a communication

medium

– Can be used for a number of differentpurposes by people who may have littleexpertise in computer software andprogramming

T h l i l Ad i



16-39


• Groupware – Computer software that enables members

of groups and teams to share information

with each other and improvecommunication.

H B S f l U i



16-40

How to Be Successful UsingGroupware

1. Work is team-based and members arerewarded for group performance

2. Groupware has full support of topmanagement

3. Culture of the organization stressesflexibility

4. Groupware is being used for a specificpurpose

5. Employees receive adequate training



16-41

Groupware

• Employees are likely to resist usinggroupware when: – people are working primarily on their own – people are rewarded for their own individual

performances – People are reluctant to share information



16-42

Groupware

• Collaboration software – groupware that aims to promote

collaborative, highly interdependent

interactions among members of a team andprovide the team with an electronic meetingsite for communication

B i t Eff ti



16-43

Barriers to EffectiveCommunication

– Messages that are unclear, incomplete, difficultto understand

– Messages sent over the an inappropriate

medium – Messages with no provision for feedback – Messages that are received but ignored

– Messages that are misunderstood – Messages delivered through automated

systems that lack the human element

C i ti Skill f



16-44

Communication Skills forManagers as Senders

– Send clear and complete messages. – Encode messages in symbols the receiver

understands.

– Select a medium appropriate for the message and,importantly, one that is monitored by the receiver. – Avoid filtering (holding back information) and

distortion as the message passes through other

workers. – Include a feedback mechanism is in the message. – Provide accurate information to avoid rumors.

C i ti Skill f M g



16-45

Communication Skills for Managersas Senders

• Jargon – specialized language that members of an

occupation, group, or organization develop

to facilitate communication amongthemselves

– should never be used when communicatingwith people outside the occupation, group,or organization



16-46

Discussion Question?

What is the most important communicationskill for managers?

A. Be a good listener: don’t interrupt B. Be empatheticC. Ask questions to clarify your

understandingD. Understand linguistic styles

Communication Skills For Managers



16-47

Communication Skills For Managersas Receivers

– Pay attention to what is sent as a message. – Be a good listener: don’t interrupt. – Ask questions to clarify your understanding.

– Be empathetic: try to understand what thesender feels.

– Understand linguistic styles: different people

speak differently. – Speed, tone, pausing all impact communication.



Movie Example: The Terminal

Is there communicationbetween Viktor andFrank?

Why or why not?

http://www.imdb.com/gallery/ss/0362227/TT002.jpg.html?seq=2

Documents

Chapter16.ppt