LU 14

Communication

Communication is the process by which

information is exchanged and

understood by two or more people,

usually with the intent to motivate or

influence behavior

What is Communication?

• Today’s complex business environment depends on effective communication

• Managers spend 80% of their day communicating• 48 minutes of every hour is spent:– In meetings– On the telephone– Communicating online– Talking informally

• Communication permeates every management function

Communication is the Manager’s Job

• Message sent through human actions and behavior

Body languageFacial expressionsGesturesTouchUse of space

• Can express enthusiasm, warmth, confidence, arrogance, indifference, and displeasure

Nonverbal Communication

The skill of grasping both facts and feelings to interpret a message’s meaning

Listening to employees and customers is important

Information in organizations flows from the bottom up• Managers today know the importance of

feedbackBlogs are being used to stay in touch with

employees and customers

Listening

• Managers are responsible for establishing and maintaining formal communication

• Formal communication channels flow within the chain of command

• Communication in organizations:Downward

Upward

Horizontal

Organizational Communication

• Form of horizontal communication• Teams must choose the method of

communicating• Centralized team communication must

communicate through one individual• Individuals communicate freely in a

decentralized network

Team Communication Channels

Tips for Improving Writing Skills

Respect the reader

Know your point and get to it

Write clearly rather than impressively

Get a second opinion

• Open communication and dialogue encourage honesty

• Enhanced interpersonal skills can also foster openness, honesty, and trust

• Using multiple channels increases effectiveness of communication

• Organizational structure should fit communication needs

Climate of Trust and Openness