Professional Documents
Culture Documents
Promoting Effective Communication
Promoting Effective Communication
Promoting Effective Communication
Effective
Communication
Chapter 16
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Learning Objectives
1. Explain why effective communication helps
an organization gain a competitive
advantage.
2. Describe the communication process, and
explain the role of perception in
communication.
3. Define information richness, and describe
the information richness of communication
media available to managers.
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
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Learning Objectives (cont.)
4. Describe the communication networks that
exist in groups and teams.
5. Explain how advances in technology have
given managers new options for managing
communications.
6. Describe important communication skills that
managers need as senders and as receivers
of messages and why it is important to
understand differences in linguistic styles
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Communication and Management
Communication
The sharing of
information between
two or more
individuals or groups
to reach a common
understanding.
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
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The Importance of
Good Communication
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The Communication Process
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The Communication Process
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The Communication Process
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
16-8
The Communication Process
Verbal Nonverbal
Communication Communication
The encoding of The encoding of
messages into words, messages by means
either written or of facial expressions,
spoken body language, and
styles of dress.
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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
Influenced by people’s personalities, values,
attitudes and moods as well as their experience
and knowledge
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The Role of Perception in Communication
Biases
systematic
tendencies to use
information about
others in ways that
can result in
inaccurate
perceptions
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The Role of Perception in Communication
Stereotypes
simplified and often inaccurate beliefs about the
characteristics of particular groups of people
can interfere with the encoding and decoding of
messages
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
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Information Richness and Communication
Media
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
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Information Richness
Information richness
The amount of information that a communication
medium can carry
The extent to which the medium enables the
sender and receiver to reach a common
understanding
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Information Richness of Communication
Media
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
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Face-to-Face Communication
Face-to-Face
Has highest
information richness.
Can take advantage
of verbal and
nonverbal signals.
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Face-to-Face Communication
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Spoken Communication Electronically
Transmitted
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Personally Addressed Written
Communication
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Impersonal Written Communication
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Impersonal Written Communication
Information overload
The potential for important information to be
ignored or overlooked while tangential
information receives attention.
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
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Impersonal Written Communication
Blog
A Web site on which an individual, group, or
organization posts information, commentary, and
opinions and to which readers can often respond
with their own commentary and opinions.
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Impersonal Written Communication
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23
Communication Networks
Communication Networks
The pathways along which information flows in
groups and teams and throughout the
organization.
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Communication Networks
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
16-25
Communication Networks in Groups and
Teams
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Organizational 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.
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Organization Communication Networks
Organization Chart
Horizontal communications flow between
employees of the same level.
Informal communications can span levels and
departments
Grapevine - an informal network carrying
unofficial information throughout the firm.
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16-28
Formal and Informal Communication
Networks in an Organization
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16-29
Information Technology and
Communication
Intranets
A company-wide system of computer networks.
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
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Groupware and
Collaboration Software
Groupware
Computer software that enables members of
groups and teams to share information with each
other to improve their communication and
performance
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How to Be Successful
Using Groupware
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16-32
Groupware
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
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Groupware
Collaboration software
Groupware that promotes and facilitates
collaborative, highly interdependent interactions
and provides an electronic meeting site for
communication among team members.
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
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Barriers to Effective Communication
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Communication Skills for
Managers as Senders
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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
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Example – Photography Jargon
Unless you’re a
serious photographer
you may not
understand the terms
f-stop, bokeh, white
balance, backlight and
full-frame
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Communication Skills for Managers as
Senders
Filtering
Withholding part of a message because of the
mistaken belief that the receiver does not need
or will not want the information.
Information distortion
Changes in the meaning of a message as the
message passes through a series of senders and
receivers.
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Communication Skills For
Managers as Receivers
Be a good
Pay attention
listener
Be
empathetic
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16-40
Video: Energizer
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
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