Unit 8

Communications
Learning Outcomes
• Define communication and explain why it is important
to managers
• Describe the communication process
• List techniques for overcoming communication
barriers
 The Communication Process
Message Medium Receiver

Encoding Decoding
Noise

Sender Message

Feedback
Written vs. Verbal Communication
• Written communication is tangible, verifiable, and more permanent
• Both sender and receiver have a record of the communication
• Writing takes more time than talking
• It is easier in verbal communication to receive feedback

FOM 3.4
 The Grapevine
• Unofficial way that communications take place in an
organization
• Typically, it is neither authorized nor supported by the
organization
• It is questionable whether the information
transmitted through the grapevine is accurate

FOM 3.5
 Non-Verbal Communication
• Body language--gestures, facial configurations, and other movements
of the body
• Verbal intonation--emphasis some gives to words or phrases
• Approximately 65%-90% of message transmitted face-to-face is
interpreted through body language

FOM 3.6
Barriers to Effective Communication

• Filtering
• Selective Perception
• Information Overload
• Emotions
• Language
• Gender
• National Culture
 Overcoming Communication
Barriers
• Use Feedback
• Simplify Language
• Listen Actively
• Constrain emotions
• Emphasize non-verbal cues
 Communications and Information
Technology
• Information technology has changed organizational communication
• Communications among organizational members are no longer
constrained by geography or time

FOM 3.9
 Networked Communications
• Linking computers through compatible hardware and
software
• E-mail provides instantaneous transmission of written
messages
• Instant messaging (IM) is interactive real-time communication
• Voice-mail digitizes a spoken message
(continued)

FOM 3.10
Networked Communications
(continued)
• Fax allows transmission of documents containing both text
and graphics over ordinary telephone lines
• Electronic data interchange (EDI) permits the exchange of
standard business transaction documents
• Teleconferencing permits simultaneous conferral using
telephone or e-mail group communications software
(continued)

FOM 3.11
Networked Communications
(continued)
• Intranet is Internet technology that links organizational
employees
• Extranet is Internet technology that links an organization
with customers and suppliers
• Internet-based voice communication allows users to talk
with each other

FOM 3.12
 Wireless Communications

• Relies on signals sent through air or space without

any physical connection
• Wireless devices include smart phones, notebook
computers and other pocket devices
• Employees no longer need to be at their desks to
communicate

FOM 3.13