Chapter 17

Managing Communication
 Communication is the
Manager’s Job

• 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
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 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

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The Manager as Communication Champion

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 17.2 The Communication
Process

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 Communicating Among People

• Communication can break down if the sender

and receiver do not encode or decode in the
same way

• Cultural differences can add to the

communication challenge

• Some cultures are high-context while others are

low-context

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 Communication Channels

• Managers must choose appropriate channel to

convey messages
– Routine versus nonroutine messages

• Each communication channel has advantages

and disadvantages
• Channel richness – the amount of information
that can be communicated in an episode

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17.3 A Continuum of Channel
Richness

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 Communicating to Persuade and
Influence Others

• The ability to persuade and influence is critical

• Issuing directives is no longer an effective way to
get things done
• To persuade and influence, managers must
communicate frequently and easily
• Communication apprehension is the avoidance
of communication due to fear/anxiety
• Communication means sharing to be effective
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 Gender Differences in
Communication

• Managers must be aware of factors that

influence communication
• For most women, talking means conversation
• Women connect, involve, and participate
through communication
• Men use verbal language to exhibit knowledge
and skill
• Women’s style may be more appropriate for
leading and inspiring
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 Nonverbal Communication

• Message sent through human actions and

behavior
 Body language
 Facial expressions
 Gestures
 Touch
 Use of space
• Can express enthusiasm, warmth, confidence,
arrogance, indifference, and displeasure
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 Listening

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 feedback
Blogs are being used to stay in touch with
employees and customers
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 Ten Keys to Effective Listening

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 Organizational Communication

• Managers are responsible for establishing and

maintaining formal communication
• Formal communication channels flow within the
chain of command
• Communication in organizations:
 Downward
 Upward
 Horizontal

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 Communication in Organizations

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 Team Communication Channels

• 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

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 17.6 Team Communication
Networks

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 Personal Communication
Channels

• Personal communication may exist with formal

channels
• Personal communication network is personal
networking across organizational boundaries
• The grapevine “gossip” can be a valuable tool for
managers; it links people across the organization
• Written communication is a key skill with the
growth of email and collaboration

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 Networking Tips

 Build it before you need it

 Never eat lunch alone
 Make it win-win
 Focus on diversity

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 Tips for Improving Writing Skills

 Respect the reader

 Know your point and get to it
 Write clearly rather than
impressively
 Get a second opinion

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 Crisis Communication

• Communication is crucial during times of crisis

• Management skills for dealing with crisis:
 Stay calm, listen hard
 Be visible
 Get the awful truth out
 Communicate a vision for the future

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 Communication Technology

• 21% growth in new email customers

• Twitter and Facebook use jumped 31%
• Increased desire for instant access and
information sharing
• Companies are using new technology to
connect with employees and customers
• Podcasts, blogs, and wikis are other
effective collaboration tools
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 Climate of Trust and Openness

• 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
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