IBE01 - Communication Chapter 12

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.

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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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IBE01 - Communication Chapter 12