8th edition8th edition

Steven P. RobbinsMary Coulter

Steven P. RobbinsMary Coulter

Slide 2Page 196

What Is Communication?

The transfer and understanding of meaning.

Transfer means the message is transmitted in a form that can be interpreted* by the receiver.

Understanding is “getting the picture”; it is not the same as simply receiving or agreeing with the message.

*Interpretation = A mental representation of the meaning.

Slide 3Page 197

What Is Communication?

Interpersonal Communication

Communication between two or more people

Organizational Communication

All the patterns, networks, and systems of communication within an organization

Slide 4Page 197

Interpersonal Communication Process

The seven elements of the communication process:SourceMessageEncodingChannelDecodingReceiverFeedback

Slide 5Page 197

Interpersonal Communication Process

• SourceThe sender who initiates the message.

• MessageThe intended meaning or purpose to be conveyed.

• EncodingThe message converted into symbolic form. In

written/printed, verbal or nonverbal actions.

• ChannelThe medium used to transmit the message. (face-

to-face, e-mail, telephone, etc…)

Slide 6Page 198

Interpersonal Communication Process

• DecodingThe receiver’s retranslation of the symbols (visual

and/or auditive) into a form that he/she can understand.

• ReceiverThe individual to whom the message is directed.

• FeedbackThe response from the receiver to the sender that

provides knowledge on whether understanding has been achieved.

Slide 7Page 197

Interpersonal Communication Process

The entire process is likely to be affected by

Noise:Anything that distorts the message and interferes

with understanding. E.g.…. Illegible print

Inattention by the receiver

Background sounds

Limited writing, oral, or listening skills

Attitudes

Sociocultural differences

Slide 8Page 197

Exhibit 10.1Exhibit 10.1

The Interpersonal Communication Process

Slide 9Page 198

Interpersonal Communication Methods

• Face-to-face• Telephone• Group meetings• Formal presentations• Memos• Traditional Mail• Fax machines• Employee publications• Bulletin boards• Audio- and videotapes

• Hotlines• E-mail• Computer conferencing• Voice mail• Teleconferences• Videoconferences

Slide 10Page 201

Interpersonal Communication

Nonverbal Communication:

• Communication that is transmitted without words.Body language: Gestures, facial expressions, and

other body movements that convey meaning. Situational behaviors that convey meaning

Clothing and physical surroundings that imply status

Images that control or encourage behaviors

Verbal intonation: Emphasis that a speaker gives to certain words or phrases that conveys meaning. It is not “what” you say, but “how” you say it!

Slide 11Page 202

Barriers to Effective Interpersonal Communication

• FilteringThe deliberate manipulation of information to make

it appear more favorable to the receiver.

• Emotions Interpreting messages differently, depending on

whether we’re happy or distressed.

• Information OverloadThe quantity of information we have to work with

exceeds our capacity to process it.

Slide 12Page 204

Barriers to Effective Interpersonal Communication

• DefensivenessWhen feeling threatened, people react in ways that

reduce their ability to achieve mutual understanding.

• LanguageWords mean different things to different people.

Senders tend to assume that words they use mean the same to the receiver as they do to them.

• National CultureCulture influences the form and patterns of

communication and affect the ways managers communicate.

Slide 13Page

Interpersonal Communication Barriers

DefensivenessDefensiveness

NationalNationalCultureCulture EmotionsEmotions

Information Information OverloadOverload

Interpersonal Interpersonal CommunicationCommunication

LanguageLanguage

FilteringFiltering

Slide 14Page 205

Overcoming the Barriers to Effective Interpersonal Communications

• Use Feedback• Simplify Language

• Constrain Emotions• Watch Nonverbal Cues

• Listen Actively

Slide 15Page 205

Overcoming the Barriers to Effective Interpersonal Communications

• Use FeedbackFeedback can be verbal or nonverbalAsk questionsLook for general comments

• Simplify LanguageChoose words, and structure messages to

make them understandable to the receiver

Slide 16Page 205

Overcoming the Barriers to Effective Interpersonal Communications

• Constrain EmotionsWhen upset, refrain from communicating

until you have regained calmness

• Watch Nonverbal CuesWatch your actions and gestures (cues) to

make sure they convey the desired message

Slide 17Page 205

Overcoming the Barriers to Effective Interpersonal Communications

• Listen ActivelyPlace yourself in the sender’s position to

improve understanding of the message contentListen to full meaning without making premature

(too soon) interpretations (a mental representation of the

meaning).The average person speaks at a rate of 125 to

200 words per minute. The average listener can comprehend up to 400 words per minute. That leaves a lot of time for the mind to be distracted.

Slide 18Page 206

Exhibit 10.4Exhibit 10.4

Active Listening Behaviors

Source: Based on P.L. Hunsaker, Training in Management Skills (Upper Saddle River, NJ: Prentice Hall, 2001).

Slide 19Page 207

Types of Organizational Communication

• Formal CommunicationCommunication that

follows the official chain of command or is part of the communication required to do one’s job.

• Informal CommunicationCommunication that is

not defined by the organization’s hierarchy. Permits employees to

satisfy their need for social interaction.

Can improve an organization’s performance by creating faster and more effective channels of communication.

Slide 20Page 207

Direction of Communication Flow

• Downward CommunicationCommunication that flow from managers to

employees. To inform, direct, coordinate, and evaluate employees.

• Upward CommunicationCommunication that flow from employees to

managers. It keeps managers aware of employees’ needs, how

they feel about their jobs and how things can be improved.

Slide 21Page 207

Direction of Communication Flow

• Lateral (Horizontal) CommunicationCommunication that takes place among any

employees on the same organizational level. It saves time and facilitates coordination. Cross-functional teams rely on this form of

communication.

Diagonal CommunicationCommunication that cuts across both work areas

and organizational levels. It improves efficiency and speed.

Slide 22Page

Communication Flows

Lateral Lateral

Diagonal

Diagonal

DDoowwnnwwaarrdd

UUppwwaarrdd

Slide 23Page 209

Types of Communication Networks

• Chain NetworkCommunication flows according to the formal

chain of command, both downward and upward.

• Wheel NetworkCommunication flows to and from a leader to

others in a work team.

• All-Channel NetworkCommunication flows freely among all members

of a work team.

Slide 24Page 209

Exhibit 10.5Exhibit 10.5

Three Common Organizational Communication Networks and How They Rate on Effectiveness

Criteria

Slide 25Page 209

The Grapevine

• An informal network of communication that is active in almost every organization. It helps managers identify issues that concern

employees.Managers can in turn use the grapevine to

disseminate information they consider importantManagers can minimize the negative consequences

of rumors by communicating openly and honestly with employees in situations where they may not like managerial actions.

Slide 26Page 211

Current Communication Issues

•Gripe Sites:A gripe site or “complaint” site is a website

devoted to criticisms and complaints of an organization.

Managers should view them as a source of information. They can uncover employee important issues. They provide a way to judge the mood of the

workforce. They can be viewed as a means of upward

communication.

Slide 27Page 211

Current Communication Issues

•Gripe Sites

Managers might respond by posting messages on the gripe site to clarify misinformation.

Managers might take actions to correct problems that have been written about.

Slide 28Page 211

Current Communication Issues

• Managing the Organization’s Knowledge Resources

Making it easy for employees to communicate and share their knowledge so they can learn from each other ways to do their jobs more effectively and efficiently.

Build online information databases that employees can access.

Create “communities of practice”. Groups of people who share a concern, a set of

problems or interest about a topic and who interact with each other regularly to improve their knowledge and expertise in that area. Strong interaction can be maintained through web sites, e-mail and video-conferencing.

Slide 29Page 212

Communication and Customer Service

Communication has a significant impact on a customer’s satisfaction with the service.Managers need to make sure that employees who

interact with customers are communicating effectively with those customers.Train employees to listen actively and respond to

the customer.Make sure information needed to deal with

customers issues is readily available.Managers need to develop a strong service culture

focused on the personalization of service to each customer.

Slide 30Page 213

“Politically Correct” Communication

Certain words can stereotype, intimidate and insult individuals. How to communicate with someone who isn’t like us?

We must be sensitive to how certain words might offend others

However, choose words carefully to maintain as much clarity as possible in communicating.

Sears tells its employees that when talking with a customer in a wheelchair, employees place themselves at the customer’s eye level by sitting down to make it more comfortable for everyone.

Slide 31Page 194

C H A P T E R R E V I E W 1/3

Understanding Communications (slides 2, 3)

• What are the two important parts of the definition of communication?

• Differentiate between interpersonal and organizational communication.

The Process of Interpersonal Communications (slides 5, 6, 9~12, 14)

• Describe the seven elements of the communication process.

• List the communication methods managers might use.

• Describe nonverbal communication an how it takes place.

• Explain the barriers to effective interpersonal communication and how to overcome them.

Slide 32Page 194

C H A P T E R R E V I E W 2/3

Organizational Communication (slides 19~21, 23, 25)

• Contrast formal and informal communication.

• Explain how communication can flow in an organization.

• Describe the three common communication networks.

• Discuss how managers should handle the grapevine.

Slide 33Page 194

C H A P T E R R E V I E W 3/3

Communication Issues in Today’s Organization (slides 26~30)

• Discuss how Internet employee gripe sites affect communication.

• Explain how organizations can manage knowledge.

• Explain why communicating with customers is an important managerial issue.

• Describe how political correctness is affecting communication.