Communicating

Chapter Fifteen

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Learning Objectives

LO 1 Discuss important advantages of two-way communication.

LO 2 Identify communication problems to avoid.LO 3 Describe when and how to use the various

communication channels.LO 4 Summarize ways to become a better sender

and receiver of information.

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Learning Objectives (cont.)

LO 5 Explain how to improve downward, upward, and horizontal communication

LO 6 Summarize how to work with the company grapevine

LO 7 Describe the boundaryless organization and its advantages

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Interpersonal Communication

Communication The transmission of information and meaning

from one party to another through the use of shared symbols

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Interpersonal Communication

The sender initiates the process by conveying information to the receiver—the person for whom the message is intended.

The sender has a meaning he or she wishes to communicate and encodes the meaning into symbols (the words chosen for the message).

Then the sender transmits, or sends, the message through some channel, such as a verbal or written medium.

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Interpersonal Communication

The receiver decodes the message (e.g., reads it) and attempts to interpret the sender’s meaning.

The receiver may provide feedback to the sender by encoding a message in response to the sender’s message.

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Interpersonal Communication

Noise interference in the

system blocks perfect

understanding

Examples of Noise ringing telephones thoughts about other

things simple fatigue or

stress

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One-Way versus Two-Way Communication

One-way communication A process in which information flows in only one

direction—from the sender to the receiver, with no feedback loop.

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A Model of One-Way Communication

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Figure 15.1

One-Way versus Two-Way Communication

Two-way communication A process in which information flows in two

directions—the receiver provides feedback, and the sender is receptive to the feedback.

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Question

___________ is the process of withholding, ignoring, or distorting information

A. PerceptionB. FilteringC. AcuityD. Discernment

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Communication Pitfalls

Perception The process of

receiving and interpreting information

Filtering The process of

withholding, ignoring, or distorting information

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Oral and Written Channels

Oral communication includes face-to-face

discussion, telephone conversations, and formal presentations and speeches

Written communication includes e-mail,

memos, letters, reports, computer files, and other written documents

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Oral Communication

Advantages

Questions can be asked and answered

Feedback is immediate and direct

More persuasive

Disadvantages

It can lead to spontaneous, ill-considered statements (and regret)

There is no permanent record of it

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Written Communication

AdvantagesMessage can be revised

several timesPermanent record that

can be savedMessage stays the same

even if relayed through many people

Receiver has more time to analyze the message

DisadvantagesSender has no control

over where, when, or if the message is read

Sender does not receive immediate feedback

Receiver may not understand parts of the message

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Electronic Media

Teleconferencing groups of people in different locations interact

over telephone lines and perhaps also see one another on television monitors as they participate in group discussions (videoconferencing)

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Advantages of Electronic Communication

1. The sharing of more information2. The speed and efficiency in delivering routine

messages to large numbers of people across vast geographic areas

3. Can save companies untold amounts of paper, postage, meetings, travel budgets, conference calls, and the time required to coordinate it all

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Disadvantages of Electronic Communication

1. Difficulty of solving complex problems that require more extended, face-to-face interaction

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

3. Electronic messages sometimes are seen by those for whom they are not intended

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The Virtual Office

Virtual office A mobile office in which people can work

anywhere, as long as they have the tools to communicate with customers and colleagues.

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Media Richness

Media richness The degree to which

a communication channel conveys information.

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Adding Power to Your Presentation

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Table 15.1

Adding Power to Your Presentation

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Table 15.4

Nonverbal Skills

1. Use time appropriately2. Make your office arrangement conducive to

open communication3. Remember your body language

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Listening

Reflection Process by which a

person states what he or she believes the other person is saying

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Ten Keys to Effective Listening

1. Find an area of interest2. Judge content, not delivery3. Hold your fire4. Listen for ideas5. Be flexible

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Ten Keys to Effective Listening

6. Resist distraction7. Exercise your mind.8. Keep your mind open9. Capitalize on thought speed10.Work at listening

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Observing

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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Organizational Communication

Downward communication Information that flows from higher to lower

levels in the organization’s hierarchy

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Information Loss inDownward Communication

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Figure 15.2

Organizational Communication

Coaching Dialogue with a goal of helping another be more

effective and achieve his or her full potential on the job.

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Organizational Communication

Open-book management Practice of sharing with employees at all levels of

the organization vital information previously meant for management’s eyes only

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Organizational Communication

Upward communication Information that

flows from lower to higher levels in the organization’s hierarchy.

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Organizational Communication

Horizontal communication Information moving between people on the

same hierarchical level allows sharing of information, coordination, and

problem solving among units helps solve conflicts provides social and emotional support to people.

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Question

What is the social network of informal communications?

A. Second LifeB. FacebookC. GrapevineD. Scuttlebutt

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Informal Communication

Grapevine the social network of informal communications. provides people with information helps them solve problems teaches them how to do their work successfully

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Managing Informal Communication

Don’t allow malicious gossip.Managers should talk to the key people

involved to get the facts and their perspectives

Neutralize rumors once they have started

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Managing Informal Communication

Suggestions for preventing rumors from starting include:Explaining events that are important but have

not been explainedDispelling uncertainties by providing facts Working to establish open communications

and trust over time.

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Boundarylessness

Boundaryless organization organization in which

there are no barriers to information flow

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Boundarylessness

Boundaryless organization implies information available as needed moving

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

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Video: Energizer

Is marketing one-way or two-way communication? Why?

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