BM 13 daft7e ppt_ch13--revised

Chapter 13

Managing Communication

(c)2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

New Manager’s Question 1

• Good communication is really just common sense.

1 2 3 45

Strongly agree Strongly disagree



• E-mailing is an efficient and effective tool for communication.

1 2 3 45




• People are generally good listeners.

1 2 3 45



Communication Introduction

• Personal networking is important skill for managers– Enables them to get things done more smoothly

& rapidly– Builds social, work & career relationships that

facilitate mutual benefits

• Communication is a vital factor• Effective communication leads to better

bottom-line results


Communication is the Manager’s Job→ Managers gather and distribute information

inside and outside of the organization

→ Managers communicate with purpose toward goals and objectives

→ Managers facilitate strategic conversations

→ Communication is part of every management function


The Manager as Communication Champion


What is 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.

To SHARE, not SPEAK2-Way street (listening & feedback)


The Communication Process

• Communication is usually complex with opportunities to send/receive the wrong message

• 2 common elements in every communication are the sender & receiver– Sender – wished to convey an idea or seek

information from others, or to express an emotion or thought

– Receiver – the person to whom the message is sent



• 4 steps in process– The sender encodes the idea by selecting

symbols to represent the message, which is the tangible formulation of the idea that is sent to the receiver

– The message is sent through a channel, which is the communication carrier



• 4 steps in process– The receiver decodes or translates the symbols

to interpret the meaning of the message

– Feedback occurs when the receiver responds to the sender’s communication with a return message. Without feedback, the communication is one-way; with feedback, it is two-way


A Model of the Communication Process


Communicating Among People

• The sender and receiver are people and communication can breakdown based on:– Channel selection– Interference– Listening skills– Nonverbal behavior– Persuasion– Gender differences


Communication Channels

• The Hierarchy of Channel Richness– The ability to handle multiple cues– The ability to facilitate rapid two-way feedback– The ability to establish personal focus

• Selecting the Appropriate Channel– Channel selection depends on whether the

message routine or nonroutine


The Continuum of Channel Richness


Communicating to Persuade and Influence Others• The ability to persuade and influence others is a

critical manager skill

• Effective persuasion is not telling people what to do– Listening

– Learning about others’ interests and needs

– Leading people to a shared solution

• Managers must communicate easily and frequently

• Communication apprehension should be resolved through practice


Gender Differences in Communication• Women have a conversational style

• Men use communication to preserve independence

• Women downplay their skills and accomplishments

• Men communicate to negotiate and maintain status

• Women use submissive gestures when communicating with men

• Men stare and point when communicating


Nonverbal Communication

Messages sent through human actions and behaviors rather

than through words.


Listening

• Listening is a key tool for managers• Information flows from the bottom up, not

the top down• Companies are using blogs as a way to stay

in touch with employees and customers• Listening is the skill of receiving messages to

accurately grasp facts and feelings to interpret the genuine meaning


Ten Keys of Effective Listening


Organizational Communication

• The formal communication channels based on the chain-of-command

– Downward, upward and horizontal

• Organizations are promoting horizontal communications

• Electronic communication has made all flows of communication easier


Organizational Communication Network


Downward Communication

Implementation of goals and strategies Job instructions and rationale Procedures and practices Performance feedback Indoctrination


Upward Communication

Problems and exceptions Suggestions for improvement Performance reports Grievances and disputes Financial and accounting information


Horizontal Communication

Intradepartmental problem solving Interdepartmental coordination Change initiation and improvements


Downward, Upward, and Horizontal Communication


Team Communication Channels

• Centralized network – team members communicate through a single individual– Effective for simple problems

• Decentralized network – team members freely communicate with one another and arrive at decisions together– Effective for complex problems


Effectiveness of Team Communication Networks


Personal Communication Channels

• Developing Personal Networks – personal relationships that cross departments and organizational boundaries

• The Grapevine – often called “gossip” but can be positive tool

• Written Communication – writing clearly and quickly is important


Building a Personal Communication Network

Build it before you need it.

Never eat lunch alone.

Make it win-win.

Focus on diversity.


Improving Your Writing Skills Respect the reader.

Know your point and get to it.

Write clearly rather than impressively.

Get a second opinion.


Innovation in Organizational Communication• Dialogue – process of meaning,

understanding and sharing

• Crisis Communication – managers must be able to use communication as tool in crisis

• Feedback and Learning – use evaluation and communication to promote improvement

• Climate of Trust and Openness helps encourage communication honestly


Dialogue and Discussion: The Differences

Education

BM 13 daft7e ppt_ch13--revised