School of Business

Department of Management and International Management

Introduction to Business Management

Chapter 18

Fall 2020 - 2021

Course code - Chapter 18

 Planning Ahead — Key Takeaways

Describe the elements in the communication

process.(objective 18.1)
Identify ways to improve the effectiveness of
communication.(objective 18.2)
Discuss how conflict can be functional and
managed successfully.( objective 18.3)

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 Planning Ahead — Key Takeaways
Objective 18.1: The Communication Process

Describe the elements in the communication

process. (page 460 till 466)

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Objective 18.1: The Communication Process

The Communication Process

a) Effective communication
b) Persuasion and credibility in communication
c) Communication barriers
d) Cross-cultural communication

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 The Communication Process
Communication (p 460)
◦ An interpersonal process of sending and receiving
symbols with messages attached to them
Key elements of the communication process:
◦ Sender
◦ Message
◦ Communication channel
◦ Receiver
◦ Interpreted meaning
◦ Feedback

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Figure 18.1 The interactive two-way process
of interpersonal communication (p461)

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 The Communication Process

Effective communication:(p461)
◦ Effective communication
◦ Occurs when the intended meaning of the sender is
fully understood by the receiver
◦ Efficient communication
◦ Occurs at a minimum resource cost
◦ Potential trade-offs between effectiveness and
efficiency must be recognized

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 The Communication Process
Persuasion and credibility in communication(p461)

◦ Communication is used for sharing information

and influencing other people

◦ Persuasion is getting someone else to support

the message being presented

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 The Communication Process
Persuasion and credibility in communication
◦ Expert power and referent power are essential
for persuasion
◦ Credibility involves trust, respect, and integrity in
the eyes of others
◦ Credibility can be built through expertise and
relationships

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 The Communication Process

Communication Barrier:(p462 till p465)

◦ Information filtering
◦ Poor choice of channels
◦ Poor written or oral expression
◦ Failure to recognize nonverbal signals
◦ Physical distractions

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Figure 18.2 Downsides of noise, shown as anything that
interferes with the effectiveness of the communication
process(p 463)

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 The Communication Process
Information filtering
◦ Intentional distortion to make it more favorable to
the recipient

◦ Subordinates may hide unfavorable news from

the manager or make it sound better than it
really is

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 The Communication Process
Poor choice of channels
◦ Choose the channel that works best
◦ Written channels work for messages that:
◦ Are simple and easy to convey
◦ Require extensive dissemination quickly
◦ Convey formal policy or authoritative directives
◦ Spoken channels work best for messages that:
◦ Are complex or difficult to convey where immediate
feedback is needed
◦ Attempt to create a supportive, even inspirational,
climate

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 The Communication Process

Poor written or oral expression

◦ Communication only effective when the sender

expresses the message in a way understood by
receiver
◦ Chose words wisely

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 The Communication Process
Failure to recognize nonverbal signals

◦ Nonverbal communication takes place through

gestures, facial expressions, body posture, eye
contact, and use of interpersonal space
◦ Mixed messages occur when a person’s words
and nonverbal signals communicate different
things

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 The Communication Process

Overloads and distractions

◦ Availability and abundance of electronic
communications and social media can make it
hard to communicate well
◦ Some statistics:
◦ Professionals are spending 28% of their time dealing
with e-mail
◦ Average business person deals with 108 e-mails per
day
◦ People check their e-mail inboxes as many as 74 times
per day

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 The Communication Process
Cross-cultural communication(p465)

◦ Global economy frequently creates the need to

communicate with colleagues in other countries
with different cultures
◦ Ethnocentrism
◦ Tendency to consider one’s culture superior to any and
all others

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 s;lsdka;dlk;dlk
Summary of Objective 18.1
• Communication is an interpersonal process of sending and receiving symbols with
messages attached to them. And the key elements of the communication process
are the: Sender, Message ,Communication channel, Receiver, Interpreted meaning
and Feedback .
• An Effective communication occurs when the intended meaning of the sender is
fully understood by the receiver .
• There are many Communication Barriers that can interfere with the effectiveness
of the communication process: Information filtering, Poor choice of channels,
Poor written or oral expression, Failure to recognize nonverbal signals and Physical
distractions.

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