Post on 17-Dec-2015
Chapter 17Communication
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• Today’s complex business environment depends on effective communication
• Managers spend 80% of their day communicating• 48 minutes of every hour is spent:– In meetings– On the telephone– Communicating online– Talking informally
• Communication permeates every management function
Communication is the Manager’s Job
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Communication is the process by which information is exchanged and understood by two
or more people, usually with the intent to motivate or influence behavior
What is Communication?
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17.1 The Manager as Communication Champion
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17.2 The Communication Process
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• Communication can break down if the sender and receiver do not encode or decode in the same way
• Cultural differences can add to the communication challenge
• Some cultures are high-context while others are low-context
Communicating Among People
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• Managers must choose appropriate channel to convey messages
– Routine versus nonroutine messages
• Each communication channel has advantages and disadvantages
• Channel richness – the amount of information that can be communicated in an episode
Communication Channels
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17.3 A Continuum of Channel Richness
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• The ability to persuade and influence is critical
• Issuing directives is no longer an effective way to get things done
• To persuade and influence, managers must communicate frequently and easily
• Communication apprehension is the avoidance of communication due to fear/anxiety
• Communication means sharing to be effective
Communicating to Persuade and Influence Others
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• Managers must be aware of factors that influence communication
• For most women, talking means conversation• Women connect, involve, and participate
through communication• Men use verbal language to exhibit knowledge
and skill• Women’s style may be more appropriate for
leading and inspiring
Gender Differences in Communication
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• Message sent through human actions and behavior
Body language Facial expressions Gestures Touch Use of space
• Can express enthusiasm, warmth, confidence, arrogance, indifference, and displeasure
Nonverbal Communication
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The skill of grasping both facts and feelings to interpret a message’s meaning
Listening to employees and customers is important
Information in organizations flows from the bottom up• Managers today know the importance of feedback
Blogs are being used to stay in touch with employees and customers
Listening
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17.4 Ten Keys to Effective Listening
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• Managers are responsible for establishing and maintaining formal communication
• Formal communication channels flow within the chain of command
• Communication in organizations: Downward
Upward
Horizontal
Organizational Communication
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17.5 Communication in Organizations
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• Form of horizontal communication• Teams must choose the method of
communicating• Centralized team communication must
communicate through one individual• Individuals communicate freely in a
decentralized network
Team Communication Channels
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17.6 Team Communication Networks
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• Personal communication may exist with formal channels
• Personal communication network is personal networking across organizational boundaries
• The grapevine “gossip” can be a valuable tool for managers; it links people across the organization
• Written communication is a key skill with the growth of email and collaboration
Personal Communication Channels
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Build it before you need it
Never eat lunch alone
Make it win-win
Focus on diversity
Networking Tips
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Tips for Improving Writing Skills
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Respect the reader
Know your point and get to it
Write clearly rather than impressively
Get a second opinion
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• Communication is crucial during times of crisis• Management skills for dealing with crisis:
Stay calm, listen hard Be visible Get the awful truth out Communicate a vision for the future
Crisis Communication
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• 21% growth in new email customers
• Twitter and Facebook use jumped 31%
• Increased desire for instant access and information sharing
• Companies are using new technology to connect with employees and customers
• Podcasts, blogs, and wikis are other effective collaboration tools
Communication Technology
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• Open communication and dialogue encourage honesty
• Enhanced interpersonal skills can also foster openness, honesty, and trust
• Using multiple channels increases effectiveness of communication
• Organizational structure should fit communication needs
Climate of Trust and Openness
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