Chapter 14 PPT

Management: Second Arab World Edition
Robbins, Coulter, Sidani, Jamali
Chapter 14: Managers and Communication
Lecturer: [Insert your name here]

Learning Outcomes
Follow this Learning Outline as you read and study this chapter.
14.1 Define the Nature and Function of Communication.

• Define communication, interpersonal communication and organizational
communication.
• Discuss the functions of communication.
14.2 Compare and Contrast Methods of Interpersonal

Communication.
• Describe the components of the communication process.
• Discuss the criteria that managers can use to evaluate the various
communication methods.
• List the communication methods managers might use.
14-3 Copyright © 2015 Pearson Education

Learning Outcomes
14.3 Identify barriers to effective interpersonal
communication and how to overcome them.
• Explain the barriers to effective interpersonal communication.
• Discuss ways to overcome the barriers to effective
interpersonal communication.

Learning Outcomes
14.4 Explain how communication can flow most
effectively in organizations.
• Contrast formal and informal communication.
• Explain communication flow in an organization.
• Describe the three common communication networks.
• Discuss how managers should handle the grapevine.
• Discuss how workplace design can affect communication

Learning Outcomes
14.5 Describe How Technology Affects Managerial
Communication.
• Describe how technology affects managerial communication.
• Explain how information technology affects organizations.
14.6 Discuss Contemporary Issues in Communication

• Discuss the challenges of managing communication in an
Internet world.
• Explain how organizations can manage knowledge.
• Explain why communicating with customers is an important
managerial issue.
• Explain how political correctness is affecting communication.

Define the Nature and
Function of Communication
1. Define communication, interpersonal communication and

organizational communication.
2. Discuss the functions of communication.

What Is Communication?
Communication is the transfer and understanding of meaning.

 Transfer means the message was received in a form that can be
interpreted by the receiver.
 Understanding the message is not the same as the receiver
agreeing with the message.

What Is Communication? (cont’d)
Interpersonal Communication
 Communication between two or more people
Organizational Communication
 All the patterns, network, and systems of communications within
an organization

Four Functions of Communication
Control Motivation
Functions of
Communication
Emotional
Information
Expression

Functions of Communication
Control
 Formal and informal communications act to control individuals’
behaviors in organizations.
Motivation
 Communications clarify for employees what is to done, how well they
have done it, and what can be done to improve performance.

Functions of Communication (cont’d)
Emotional Expression
 Social interaction in the form of work group communications
provides a way for employees to express themselves.
Information
 Individuals and work groups need information to make decisions
or to do their work.

Quick Learning Review
The functions of communication include:

a. Controlling employee behavior
b. Motivating employees
c. Providing information and release for emotional
expression of feelings
d. All of the above
Communication is the:
a. Transfer of meaning
b. Understanding of meaning
c. Transfer and understanding of meaning
d. Speech of a person

Compare and Contrast
Methods of Interpersonal
Communication
1. Describe the components of the communication process.
2. Discuss the criteria that managers can use to evaluate the

various communication methods.
3. List the communication methods managers might use.

Exhibit 14–1 The Interpersonal
Communication Process

Methods of Interpersonal Communication
Message
 Source: sender’s intended meaning
Encoding
 The message converted to symbolic form
Channel
 The medium through which the message travels
Decoding
 The receiver’s retranslation of the message
Noise
 Disturbances that interfere with communications

Distortions in Communications
Message Encoding
• The effect of the skills, attitudes, and knowledge of the sender on
the process of encoding the message
• The social–cultural system of the sender
The Message
• Symbols used to convey the message’s meaning
• The content of the message itself
• The choice of message format
• Noise interfering with the message

Distortions in Communications (cont’d)
The Channel
• The sender’s choice of the appropriate channel or multiple channels for
conveying the message
Receiver
• The effect of skills, attitudes, and knowledge of the receiver on the
process of decoding the message
• The social–cultural system of the receiver
Feedback Loop
• Communication channel distortions affecting the return message from
receiver to sender

Methods of Communicating Interpersonally
 Face-to-face  Hotlines
 Telephone  E-mail
 Group meetings  Computer conferencing
 Formal presentations  Voice mail
 Memos  Teleconferences
 Traditional mail  Videoconferences
 Fax machines
 Employee publications
 Bulletin boards
 Audio- and videotapes

(cont’d)
Evaluating Communication Methods
Feedback  Time–space constraint
 Complexity capacity  Cost
 Breadth potential  Interpersonal warmth
 Confidentiality  Formality
 Encoding ease  Scanability
 Decoding ease  Time consumption

Exhibit 14–2 Comparison of Communication Methods
Note: Ratings are on a 1–5 scale where 1 = high and 5 = low. Consumption time refers to who controls
the reception of communication. S/R means the sender and receiver share control.
Source: P. G. Clampitt, Communicating for Managerial Effectiveness (Newbury Park, CA: Sage Publications, 1991), p. 136.
(cont’d)
Nonverbal Communication
•Communication that is transmitted without words.
• Sounds with specific meanings or warnings
• Images that control or encourage behaviors
• Situational behaviors that convey meanings
• Clothing and physical surroundings that imply status

(cont’d)
Body language: gestures, facial expressions, and other body

movements that convey meaning
Verbal intonation: emphasis that a speaker gives to certain words or
phrases that convey meaning

Managers can evaluate the various communication methods

according to their:
a. Encoding and decoding ease
b. Interpersonal warmth
c. Feedback
d. All of the above
Verbal intonation refers to:

a. Gestures and other movements
b. Expressions based on fear
c. Communication with only a few words used
d. Emphasis put on words

Identify Barriers to
Effective Interpersonal
Communication and How to
Overcome Them
1. Explain the barriers to effective interpersonal communication.
2. Discuss ways to overcome the barriers to effective

interpersonal communication.

Interpersonal Communication Barriers
Filtering
National
Culture Emotions
Language Interpersonal Information

Communication Overload
Defensiveness

Barriers to Effective Interpersonal
Communication
Filtering
 The deliberate manipulation of information to make it appear
more favorable to the receiver
Emotions
 Disregarding rational and objective thinking processes and
substituting emotional judgments when interpreting messages

Communication (cont’d)
Information Overload
 Being confronted with a quantity of information that exceeds an
individual’s capacity to process it
Defensiveness
 When threatened, reacting in a way that reduces the ability to
achieve mutual understanding

Language
 The different meanings of and specialized ways (jargon) in which
senders use words can cause receivers to misinterpret their
messages
National Culture
 Culture influences the form, formality, openness, patterns, and
use of information in communications

Overcoming the Barriers to Effective
Interpersonal Communications
 Use Feedback
 Simplify Language
 Listen Actively
 Constrain Emotions
 Watch Nonverbal Cues

Exhibit 14–3 Active Listening Behaviors
Source: Based on P.L. Hunsaker, Training in Management

Skills (Upper Saddle River, NJ: Prentice Hall, 2001).
One important barrier to effective communication is:

a. Emotions
b. Accent
c. Height
d. None of the above
Managers can overcome barriers to effective interpersonal

communication by:
a. Using feedback
b. Analyzing language
c. Watching for verbal cues only
d. Predicting meaning

Explain How Communication
Can Flow Most Effectively in
Organizations
1. Contrast formal and informal communication.
2. Explain communication flow in an organization.
3. Describe the three common communication networks.
4. Discuss how managers should handle the grapevine.
5. Discuss how workplace design can affect communication

Formal versus Informal Communication
Formal Communication
 Communication that follows the official chain of command or
is part of the communication required to do one’s job
Informal Communication
Communication that is not defined by the organization’s structural
hierarchy
 Permits employees to satisfy their need for social interaction
 Can improve an organization’s performance by creating faster
and more effective channels of communication

Communication Flows
a l
g on
ia
D
U D
p o
w Lateral w
a n
r w
d a
r
d

Direction of Communication Flow
Downward
 Communications that flow from managers to employees to inform,
direct, coordinate, and evaluate employees
Upward
 Communications that flow from employees up to managers to
keep them aware of employee needs and how things can be
improved to create a climate of trust and respect

Direction of Communication Flow (cont’d)
Lateral (Horizontal) Communication

 Communication that takes place among employees on the same
level in the organization to save time and facilitate coordination
Diagonal Communication
 Communication that cuts across both work areas and
organizational levels in the interest of efficiency and speed

Organizational Communication Networks
Communication Network
- The vertical and horizontal flows of organizational communication
can be combined into a variety of patterns
Chain Network
 Communication flows according to the formal chain of command,
both upward and downward.
Wheel Network
 All communication flows in and out through the group leader
(hub) to others in the group.
All-Channel Network
 Communications flow freely among all members of the work team.

Exhibit 14–4 Organization Communications
Network

Organizational Communication Networks
(cont’d)
Grapevine
An informal organizational communication
network that is active in almost every organization.
 Provides a channel for issues not suitable for
formal communication channels.
 The impact of information passed along the
grapevine can be countered by open and
honest communication with employees.

Workplace Design and Communications
Two common design elements have the greatest impact on

communication:
•The enclosures and barriers used in the workspace

•The availability of adjustable work arrangements, equipment, and
furnishings

Communication in an organization can flow:

a. Downward and upward
b. Laterally and diagonally
c. Downward and diagonally
d. Downward, upward, laterally and diagonally
One type of communication networks is the:

a. Wheel
b. Channel
c. Lace
d. Hierarchy

Describe How Technology
Affects Managerial
Communication
1. Describe how technology affects managerial communication.
2. Explain how information technology affects organizations.

How Technology Affects Managerial
Communication
 Increased ability to monitor individual and team performance
 Better decision making based on more complete information
 More collaboration and sharing of information
 Greater accessibility to co-workers

Networked Computer Systems  E-mail
 Linking individual computers to  Instant messaging (IM)
create an organizational network  Blogs
for communication and
 Wikis
information sharing
 Voicemail
 Fax
 Teleconferencing
 Videoconferencing
 Intranets

Wireless (WIFI) capabilities

Wirelesscommunication technology has the ability to improve work
for managers and employees.
Internetaccess is available through Wi-Fi and WiMAX hot spots,
which are locations where users gain wireless access.
Employees do not have to be at their desks to communicate with
others in the organization.

How Information Technology Affects
Organizations
Removes the constraints of time and distance
 Allows widely dispersed employees to work together
Provides for the sharing of information
 Increases effectiveness and efficiency
Integrates decision making and work
 Provides more complete information and participation for better
decisions
Creates problems of constant accessibility to employees
 Blurs the line between work and personal lives

IT affects organizations by affecting the way that

organizational members:
a. Communicate
b. Share information
c. Do their work
d. All of the above
Technology:
a. Improves a manager’s ability to monitor gossiping
b. Makes it possible for people to be fully accessible
c. Helps managers make decisions faster
d. b and c

Discuss Contemporary Issues
in Communication
1. Discuss the challenges of managing communication in an Internet

world.
2. Explain how organizations can manage knowledge.
3. Explain why communicating with customers is an important

managerial issue.
4. Explain how political correctness is affecting communication.

Managing Communication in an
Internet World
• Legal and security issues
• Inappropriate use of company e-mail and instant messaging
• Loss of confidential and proprietary information due to inadvertent
or deliberate dissemination or to hackers
• Lack of personal interaction
• Being connected is not the same as face-to-face contact
• Difficulties occur in achieving understanding and collaboration in
virtual environments

Managing the Organization’s
Knowledge Resources
 Build online information databases that employees can access

 Create “communities of practice” for groups of people who
share a concern, share expertise, and interact with each other

The Role of Communication in Customer
Service
Recognize the three components of the customer service delivery
process:
 The customer
 The service organization
 The service provider
Develop a strong service culture focused on the personalization

of service to each customer.
 Listen and respond to the customer
 Provide access to needed service information

Thoughtful and Ethical Communication
Our vocabulary has been modified to reflect political correctness.

 Do not use words or phrases that stereotype,
intimidate, or offend individuals based on their
differences.
 However, choose words carefully to maintain as
much clarity as possible in communications.

Challenges of managing communication in an Internet world are:

a. Legal issues
b. Security issues
c. Lack of personal interaction
d. All of the above
One way of how organizations can manage knowledge is

through:
a. Online information databases
b. Creating communities of practice
c. a and b
d. Political correctness

Terms to Know
communication information overload
interpersonal communication jargon
organizational communication high-context culture
message low-context culture
encoding active listening
channel formal communication
decoding informal communication
interpersonal communication downward communication
process upward communication
noise lateral communication
nonverbal communication diagonal communication
body language communication networks
verbal intonation grapevine
filtering communities of practice
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Management: Second Arab World Edition

Robbins, Coulter, Sidani, Jamali

Chapter 14: Managers and Communication

Lecturer: [Insert your name here]

14.1 Define the Nature and Function of Communication.

14.2 Compare and Contrast Methods of Interpersonal

14-3 Copyright © 2015 Pearson Education

14-4 Copyright © 2015 Pearson Education

14-5 Copyright © 2015 Pearson Education

14.6 Discuss Contemporary Issues in Communication

14-6 Copyright © 2015 Pearson Education

1. Define communication, interpersonal communication and

2. Discuss the functions of communication.

14-7 Copyright © 2015 Pearson Education

Communication is the transfer and understanding of meaning.

14-8 Copyright © 2015 Pearson Education

14-9 Copyright © 2015 Pearson Education

14-10 Copyright © 2015 Pearson Education

14-11 Copyright © 2015 Pearson Education

14-12 Copyright © 2015 Pearson Education

The functions of communication include:

14-13 Copyright © 2015 Pearson Education

1. Describe the components of the communication process.

2. Discuss the criteria that managers can use to evaluate the

3. List the communication methods managers might use.

14-14 Copyright © 2015 Pearson Education

14-15 Copyright © 2015 Pearson Education

14-16 Copyright © 2015 Pearson Education

14-17 Copyright © 2015 Pearson Education

14-18 Copyright © 2015 Pearson Education

14-19 Copyright © 2015 Pearson Education

14-20 Copyright © 2015 Pearson Education

14-22 Copyright © 2015 Pearson Education

Body language: gestures, facial expressions, and other body

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Managers can evaluate the various communication methods

Verbal intonation refers to:

14-24 Copyright © 2015 Pearson Education

1. Explain the barriers to effective interpersonal communication.

2. Discuss ways to overcome the barriers to effective

14-25 Copyright © 2015 Pearson Education

Language Interpersonal Information

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14-27 Copyright © 2015 Pearson Education

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14-29 Copyright © 2015 Pearson Education

14-30 Copyright © 2015 Pearson Education

Source: Based on P.L. Hunsaker, Training in Management

One important barrier to effective communication is:

Managers can overcome barriers to effective interpersonal

14-32 Copyright © 2011 Pearson Education

2. Explain communication flow in an organization.

3. Describe the three common communication networks.

4. Discuss how managers should handle the grapevine.

5. Discuss how workplace design can affect communication

14-33 Copyright © 2015 Pearson Education

14-34 Copyright © 2015 Pearson Education

14-35 Copyright © 2015 Pearson Education

14-36 Copyright © 2015 Pearson Education

Lateral (Horizontal) Communication

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