Chapter 15Communication

EXPLORING MANAGEMENT

Chapter 15

• What is communication and when is it effective?

• What are the major barriers to effective communication?

• How can we improve communication with people at work?

15.1

Effective Communication

• Communication is a process of sending and receiving messages with meanings attached

• Communication is effective when the receiver understands the sender’s messages

• Communication is efficient when it is delivered at a low cost to the sender

• Communication is persuasive when the receiver acts as the sender intends.

Check Your Communication

Skills

Use e-mail, voicemail,

text messaging

Write memos, letters, reports

Network with peers and mentors

Conduct job interviews

Run meetings, contribute to

meetings

Give persuasive

presentations

Work well in teams

Give and receive

feedback

EFFECTIVE COMMUNICATION

Communication Process

Communication – Process of

sending and receiving messages with meanings attached

EFFECTIVE COMMUNICATION

Communication Process

EFFECTIVE COMMUNICATION

Communication Process

• Effective Communication– Receiver must understand the sender’s

message

• Efficient Communication– Communication occurs at minimum cost

EFFECTIVE COMMUNICATION

Communication Process

• Persuasive communication– Convincing others to accept, support and act

on the message

• Credible communication– Earns trust, respect and integrity

15.2

Communication Barriers• Poor use of communication channels makes it

hard to communicate effectively• Poor written or oral expression makes it hard to

communicate effectively• Failure to spot nonverbal signals makes it hard

to communicate effectively• Status differences make it hard to communicate

effectively.• Physical distractions make it hard to

communicate effectively

COMMUNICATION BARRIERS

Communication Channels

• Poor use makes effective communication difficult

• Noise interferes with the communication process

COMMUNICATION BARRIERS

Communication Channels

• Communication channels– Medium used to carry message

• Channel richness– Ability of the channel to convey meaning

COMMUNICATION BARRIERS

Communication Channels

• Poor written or oral expression makes it hard to communicate effectively

COMMUNICATION BARRIERS

Communication Channels

• Nonverbal communication– Gestures, expressions, posture and

interpersonal space– Mixed messages

• Words and nonverbal signalsdon’t match

COMMUNICATION BARRIERS

Communication Channels

• Status differences– Filtering distorts information to make it more

favorable to recipient

COMMUNICATION BARRIERS

Communication Channels

• Physical distractions– Plan message to minimize distractions and

interruptions

15.3

Improving Communication

• Active listening helps people say what they really mean

• Constructive feedback is specific, timely and relevant

• Office spaces can be designed to encourage interaction and communication

• Transparency and openness ensure that accurate and timely information is shared

15.3 Continued

Improving Communication

• Appropriate use of technology can facilitate more and better communication

• Sensitivity and etiquette can improve cross-cultural communication

IMPROVING COMMUNICATION

Listening

• Active listening– Helps the source of a message say what he

or she really means

IMPROVING COMMUNICATION

Listening Rules for better listening

Listen for message content

Listen for feelings

Respond to feelings

Note all cues

Paraphrase and restate

IMPROVING COMMUNICATION

Feedback

• Feedback– Process of telling someone else how you feel

about something that person did or said– Should be

• At the right time• Genuine• Specific• Stick to the essentials• Given in small doses

Proxemics

• Proxemics – The study of the way we use space– Physical distance between people conveys

varying intentions in terms of intimacy, openness, and status.

IMPROVING COMMUNICATION

Openness

• Communication transparency– Honest, open, accurate and complete

information

• Open-book management– Employees are given essential financial

information about their employers

IMPROVING COMMUNICATION

Physical Setting

• Work spaces designed to encourage interaction and communication– Proxemics

IMPROVING COMMUNICATION

Technology

• Appropriate use of technology can facilitate more and better communication– E-mail– Text– Social networking

IMPROVING COMMUNICATION

Technology

• Electronic grapevine– Transmit information around informal

networks inside and outside the organization

IMPROVING COMMUNICATION

Cross-Cultural Communication

• Ethnocentrism– Consider one’s own culture to be superior

• Cultural etiquette– Appropriate manners and behavior when

communicating with people from other cultures