Communicating Chapter Fifteen McGraw-Hill/Irwin Copyright 2013 by The McGraw-Hill Companies, Inc. All rights reserved. Learning Objectives LO 1 Discuss important advantages of two- way communication. LO 2 Identify communication problems to avoid. LO 3 Describe when and how to use the various communication channels. LO 4 Summarize ways to become a better sender and receiver of information. 15-2 Learning Objectives (cont.) LO 5 Explain how to improve downward, upward, and horizontal communication. LO 6 Summarize how to work with the company grapevine. LO 7 Describe the boundaryless organization and its advantages. 15-3 Interpersonal Communication Communication The transmission of information and meaning from one party to another through the use of shared symbols 15-4 One-Way versus Two-Way Communication One-way communication A process in which information flows in only one directionfrom the sender to the receiver, with no feedback loop. 15-5 A Model of One-Way Communication 15-6 Figure 15.1 Communication Pitfalls Perception The process of receiving and interpreting information Filtering The process of withholding, ignoring, or distorting information 15-7 Oral and Written Channels Oral communication includes face-to-face discussion, telephone conversations, and formal presentations and speeches Written communication includes, memos, letters, reports, computer files, and other written documents 15-8 Electronic Media Web 2.0 A set of Internet-based applications that encourage user-provided content and collaboration social networking, podcasts, RSS, and wikis 15-9 Virtual Office Virtual office A mobile office in which people can work anywhere, as long as they have the tools to communicate with customers and colleagues Listening Reflection Process by which a person states what he or she believes the other person is saying 15-11 Ten Keys to Effective Listening Find an area of interest Judge content, not delivery Hold your fire Listen for ideas Be flexible Resist distraction Exercise your mind. Keep your mind open Capitalize on thought speed Work at listening 15-12 Organizational Communication Downward communication Information that flows from higher to lower levels in the organizations hierarchy 15-13 Information Loss in Downward Communication Figure 15.2 Organizational Communication Upward communication Information that flows from lower to higher levels in the organizations hierarchy