Professional Documents
Culture Documents
Communication
Communication
• Communication
– The sharing of information between two or
more individuals or groups to reach a
common understanding.
16-1
Communication and Management
16-2
The Communication Process
16-3
The Communication Process
Figure 16.1
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The Communication Process
16-5
The Communication Process
16-6
The Communication Process
16-7
Verbal & Nonverbal Communication
• Verbal Communication
– The encoding of messages into words,
either written or spoken
• Nonverbal
– The encoding of messages by means of
facial expressions, body language, and
styles of dress.
16-8
The Role of Perception in
Communication
• Perception
– process through which people select,
organize, and interpret sensory input to give
meaning and
order to the world around them
16-9
The Role of Perception in
Communication
• Biases
– systematic tendencies to use information
about others in ways that can result in
inaccurate perceptions
16-10
The Role of Perception in
Communication
• Stereotypes
– often inaccurate beliefs about the
characteristics of particular groups of people
– can interfere with the encoding and
decoding of messages
16-11
The Dangers of Ineffective
Communication
16-12
Information Richness and
Communication Media
16-13
Information Richness
16-14
Information Richness of Communication
Media
• Face-to-Face
– Has highest
information
richness.
– Can take
advantage of
verbal and
nonverbal signals.
16-16
Communication Media
• Face-to-Face
– Provides for instant feedback.
– Management by wandering around takes
advantage of this with informal talks to
workers.
– Video conferences provide much of this
richness and reduce travel costs and
meeting times.
16-17
Communication Media
16-18
Communication Media
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Communication Media
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E-Mail Dos and Don’ts
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Communication Media
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Communication Media
16-23
Communication Networks
• Communication Networks
– The pathways along which information flows
in groups and teams and throughout the
organization.
16-24
Communication Networks
16-25
Communication Networks in
Groups and Teams
Type of Network
Wheel Network Information flows to and from one central
member.
16-26
Communication
Networks in
Groups and
Teams
Figure 16.3
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Organization Communication
Networks
• Organization Chart
– Summarizes the formal reporting channels
in an organization.
– Communication in an organization flows
through formal and informal pathways
– Vertical communications flow up and down
the corporate hierarchy.
16-28
Organization Communication
Networks
• Organization Chart
– Horizontal communications flow between
employees of the same level.
– Informal communications can span levels
and departments—the grapevine is an
informal network carrying unofficial
information throughout the firm.
16-29
Formal and Informal Communication
Networks in an Organization
• Internet
– Global system of computer networks that is
easy to join and is used by employees to
communicate inside and outside their
companies
• World Wide Web (WWW)
– “Business district” with multimedia
capabilities
16-31
Technological Advances in
Communication
• Intranets
– A company-wide system of computer
networks for information sharing by
employees inside the firm.
• Advantages of intranets
– Lies in their versatility as a communication
medium
– Can be used for a number of different
purposes by people who may have little
expertise in computer software and
programming
16-32
Technological Advances in
Communication
• Groupware
– Computer software that enables members
of groups and teams to share information
with each other and improve
communication.
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How to Be Successful Using
Groupware
16-35
Groupware
• Collaboration software
– groupware that aims to promote
collaborative, highly interdependent
interactions among members of a team and
provide the team with an electronic meeting
site for communication
16-36
Barriers to Effective
Communication
16-37
Communication Skills for
Managers as Senders
–Send clear and complete messages.
–Encode messages in symbols the receiver
understands.
–Select a medium appropriate for the message and,
importantly, one that is monitored by the receiver.
–Avoid filtering (holding back information) and
distortion as the message passes through other
workers.
–Include a feedback mechanism is in the message.
–Provide accurate information to avoid rumors.
16-38
Communication Skills for Managers
as Senders
• Jargon
– specialized language that members of an
occupation, group, or organization develop
to facilitate communication among
themselves
– should never be used when communicating
with people outside the occupation, group,
or organization
16-39
Communication Skills For Managers
as Receivers
– Pay attention to what is sent as a message.
– Be a good listener: don’t interrupt.
– Ask questions to clarify your understanding.
– Be empathetic: try to understand what the
sender feels.
– Understand linguistic styles: different people
speak differently.
– Speed, tone, pausing all impact communication.
16-40