McGraw-Hill /Irwin© 2009 The McGraw-Hill Companies, Inc. LEASES Chapter 15.
15-1. Chapter Communicating 15 McGraw-Hill/Irwin Management, 7/e Copyright © 2007 The McGraw-Hill...
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Transcript of 15-1. Chapter Communicating 15 McGraw-Hill/Irwin Management, 7/e Copyright © 2007 The McGraw-Hill...
Chapter
Chapter
CommunicatingCommunicating
1515
McGraw-Hill/IrwinMcGraw-Hill/IrwinManagement, 7/eManagement, 7/e Copyright © 2007 The McGraw-Hill Companies, Inc. All rights reserved.Copyright © 2007 The McGraw-Hill Companies, Inc. All rights reserved.
15-3
Learning Objectives
After Studying Chapter 15, You will know The important advantages of two-way
communication. Communication problems to avoid. When and how to use the various
communication channels. Ways to become a better “sender” and
“receiver” of information. How to improve downward, upward, and
horizontal communication. How to work with the company grapevine. The advantages and characteristics of the
boundaryless organization.
15-4
Interpersonal Communication
Communication is the transmission of information and meaning from one party to another through the use of shared symbols
15-5
One-Way versus Two-Way
One-way communication is a process in which information flows in only one direction – from the sender to the receiver; with no feedback loop One-way communication is more common
because it is easier Two-way communication is a process in which
information flows in two directions – the receiver provides feedback, and the sender is receptive to the feedback Two-way communication is more difficult and
time consuming than one-way communication
15-6
Communication Pitfalls Errors can occur in all stages of the
communication process Encoding errors include the misuse of words, decimal
points entered in the wrong place, and ambiguous phrases
Decoding problems include poor listening on the part of the receiver, reading too quickly, and overlooking key points
Generally it is the individuals perceptual and filtering processes that create misinterpretations Perception is the process of receiving and interpreting
information Filtering is the process of withholding, ignoring, or
distorting information
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Mixed Signals and Misperception
People’s perceptions can undermine attempts to communicate People do not pay attention to everything
going on around them People inadvertently send mixed signals that
can undermine the intended message Different people attend to different things,
and people interpret the same thing in different ways
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Oral and Written Channels Oral communication
includes face-to-face discussion, telephone conversations, and formal presentations and speeches Advantages art that
questions can be asked and answered; feedback is immediate and direct; and it is more persuasive
Disadvantages are that it can lead to spontaneous, ill-considered statements; and that there is no permanent record
Written communication includes memos, letters, reports, computer files, and other written documents Advantages are that the
message can be revised several times, there is a permanent record, the receiver has more time to analyze the message, and the it stays the same even if relayed through many people
Disadvantages are that the sender has no control over where, when or if the message is read; no immediate feedback, and the message must be longer
15-10
Electronic Media
Electronic media allows managers to use computers not only to gather and distribute quantitative data but to talk with others electronically Teleconferencing allows groups of people in
different locations to interact over phone lines, and perhaps also to see one another on monitors during discussions
E-mail, instant messaging, and blogging are other types of electronic media
15-11
Electronic Media
Advantages include: More information is
shared with greater speed and efficiency
Reduces time spent raveling, talking, and photocopying
Reduces costs Can improve decision
making
Disadvantages include: Difficulty solving
complex problems that require more extended face-to-face interaction
Inability to pick up subtle, nonverbal, or inflectional clues about what the communicator is thinking
Information leaks Lost time from private
use of e-mail and instant messaging
15-12
Managing the Electronic Load
Even though electronic communication media may seem essential and people wonder how they ever worked without it, the sheer volume of electronic communication can be overwhelming
To manage the amount of electronic communication managers should: Separate the truly important form the routing; prioritize your
time around truly important goals Make sure IM’s and e-mails are not sent to the wrong person Don’t think of e-mail as private Don’t hit ‘reply to all’ when you should only hit reply E-mail golden rule: don’t hit send unless you’d be
comfortable having the contents on the front page of a newspaper
15-13
The Virtual Office
The virtual office is a mobile office in which people can work anywhere, as long as they have the tools to communicate with customers and colleagues
Based on the philosophy that management’s focus should be on what people do not where they are
15-14
Media Richness
Media richness refers to the amount of information a medium can convey The more
information or cues a medium sends to the receiver, the ‘richer’ the medium is
15-15
Improving Communication Skills: Improving Sender Skills Honest, direct, straight talk is important
but all too rare People should be able to identify your
perspective, your reasoning, and your intentions
Effective writing is more than correct spelling, punctuation, and grammar (although these help!) Good writing requires clear, logical thinking Strive for clarity organization, readability,
and brevity
15-16
Improving Sender Skills
When called upon to present a persuasive message your attitude is very important Persuasion is a process of learning from each other
and negotiating a shared solution Effective persuasion is an attempt to find an emotional
connection with the other person The most powerful and persuasive messages are
simple and informative, are told with stories and anecdotes, and convey excitement
Remember that word choice can enhance or interfere with the communication process Consider the other person’s background Avoid jargon and slang
15-18
Non Verbal Skills
Nonverbal messages can support or undermine the stated message You should give nonverbal signals that express
warmth, respect, concern, a feeling of equality, and a willingness to listen
Negative nonverbal signals show coolness, disrespect, lack of interest, and a feeling of superiority
Suggestions for sending the right nonverbal cues include Use time appropriately Make your office arrangement conducive to open
communication Remember your body language
15-19
Nonverbal Skills in Other Countries
Nodding the head up and down Bulgaria means no The American A-OK gesture is vulgar in Brazil,
Singapore, Russia, and Paraguay In Buddhist cultures never touch someone’s head
because it is sacred Never touch or eat anything with the left hand in
Muslim cultures because I is unclean
15-20
Improving Receiver Skills
In today’s demanding work environment, managers need better listening skills Reflection is a process by which a person
states what he or she believes the other person is saying
Listening begins with personal contact Reading mistakes are common and costly
Read thins as soon as possible Note important points Read materials that fall outside your
immediate concerns
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Improving Receiver Skills
Effective communicators are also capable of observing and interpreting nonverbal communications A vital source of useful observations comes
from personally visiting people, plants, and other locations to get a firsthand view
You must accurately interpret what you observe
15-22
Downward Communication
Downward communication refers to the flow of information from higher to lower levels in the organization’s hierarchy
Problems with downward communication include: Information overload Lack of openness between managers and
employees Filtering information as it moves through the
organization’s hierarchy
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Downward Communication
Some of the most important downward communication occurs when managers provide performance feedback Coaching is dialogue with a goal
of helping another be more effective and achieve his or her full potential on the job
Open-book management is the practice of sharing with employees at all levels of the organization vital information previously meant for management’s eyes only
15-25
Upward Communication
Upward communication travels from lower to higher ranks in the hierarchy
Upward communication is important because: Manager’s learn what’s going on Employees gain from the opportunity to
communicate upward Effective upward communication facilitates
downward communication as good listening becomes a two-way street
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Upward Communication
Problems common in upward communication are similar to those for downward communication
People tend to share only good news with their bosses and suppress bad news because they: Want to appear competent Mistrust their boss and fear that punishment for
their actions Fear the boss will punish the messenger Believe they are helping their boss if they shield
him or her from problems
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Managing Upward Communication
Generating useful information from below requires that managers both facilitate and motivate upward communication Use an open door policy Have lunch with employees Use surveys Practice MBWA (Management by wandering
around)
15-28
Horizontal Communication
Horizontal communication is information that is shared among people on the same hierarchical level
Horizontal communication has several important functions It allows sharing of information, coordination,
and problem solving among units Helps solve conflicts Provides social and emotional support to
people
15-29
Informal Communication
Informal communication is generally unofficial communication between organizational members at all levels Grapevine is the social network of informal
communication Many times the grapevine will carry rumors and
gossip which can be destructive Managers must work with the grapevine by
Talking to the key people involved to get the facts and their perspectives
Preventing rumors from starting through open communication
Neutralizing rumors once they have started
15-30
Boundarylessness
A boundaryless organization is one in which there are no barriers to information flow It implies information is available as needed
moving quickly and easily enough so that the organization functions far better as a whole than its separate parts
15-31
Looking Ahead
After Studying Chapter 16, You will know: Why companies develop control systems for employees How to design a basic bureaucratic control system The purposes for using budgets as a control device How to interpret financial ratios and other financial
controls The procedures for implementing effective control
systems The different ways in which market control mechanisms
are used by organizations How clan control can be approached in an empowered
organization