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Promoting EffectiveCommunication in the Workplace
Clinton FoughtDan McLoughlin
Matthew Vital
Effective Communication
Communication: the sharing of information between two or more individuals to reach a common understanding
Competitive Advantages
Through Communication
Efficient Product/Service
Shorter business cycle
Mistakes are minimized
Customer service improvement
Reliability and Reputation Benefits
Well established rules and procedures
Communication & Management
Customer Service and responsiveness
Human Resources/employee relations
Innovation
Improving quality
The Communication Process
Definitions
Sender – person wishing to share information with some other person
Message – what information to communicate
Encoding – sender translates the message into symbols or language
Noise – refers to anything that hampers any stage of the communication process
Non-verbal Communication
Types:
Facial expressions
Body Language
Dress
Often supplements verbal communication
Can be misperceived
Occurs naturally- harder to control
The role of perception in can lead to
effective communication
The dangers of ineffective
communication can lead to
misunderstandings and confusion
Contradictory to effective
communication, it can be obstructed by perceptual biases
Information richness of communication media available
to managers
Organization of communication
networks
The communication networks that exist in
groups and teams
Technological advances in communication have given managers
new options for managing communications
Communication Skills for Managers
Barriers
Senders Messages are either unclear or hard to understand
Receivers Do not pay attention
Do not listen
Do not make an effort to understand a message
Technology Missing the human element
Communication Skills for Managers
As Senders...
Send Clear and Complete Messages
Encode Messages in symbols the receive understands
Select a medium that is appropriate for the message
Select a medium that the receiver monitors
Avoid filtering and information distortion
Ensure that a feedback mechanism is built into the message
Provide accurate information to ensure that misleading rumors are not spread
Communication Skills for Managers
As Receivers
Pay Attention
Be a good listener
Be Empathetic
Communication Skills for Managers
Understanding Linguistic Styles
Linguistic Style Person’s characteristic way of speaking
Cross Cultural Differences
Gender Differences
Managing Differences in Linguistic Styles
FacilitationEffective Communication Jeopardy