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Learning ObjectivesLearning Objectives
LO 1 Discuss important advantages of two-waycommunication
LO 2 Identify communication problems to avoid escr e w en an ow o use e var ous
communication channels
LO 4 Summarize ways to become a bettersender and receiver of information
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Learning Objectives (cont.)Learning Objectives (cont.)
LO 5 Explain how to improve downward,upward, and horizontal communication
LO 6 Summarize how to work with the company
LO 7 Describe the boundary less organizationand its advantages
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Interpersonal CommunicationInterpersonal Communication
Communication
The transmission of information and meaning
from one party to another through the use of
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Interpersonal CommunicationInterpersonal Communication
The sender initiates the process by conveying
information to the receiver the person for whom
the message is intended.
communicate and encodes the meaning into
symbols (the words chosen for the message).
Then the sender transmits, or sends, the messagethrough some channel, such as a verbal or written
medium.
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Interpersonal CommunicationInterpersonal Communication
The receiver decodes the message (e.g., reads
it) and attempts to interpret the senders
meaning. The receiver may provide feedback to the
sender by encoding a message in response to
the senders message.
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Interpersonal CommunicationInterpersonal Communication
Noise
interference in the
system
blocks perfect
Examples of Noise
ringing telephones
thoughts about other
things
understanding.
simple fatigue or stress.
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OneOne--Way versus TwoWay versus Two--Way CommunicationWay Communication
One-way communication
A process in which information flows in only one
directionfrom the sender to the receiver, with.
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A Model of OneA Model of One--Way CommunicationWay Communication
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OneOne--Way versus TwoWay versus Two--Way CommunicationWay Communication
Two-way communication
A process in which information flows in two
directionsthe receiver provides feedback, and.
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QuestionQuestion
___________ is the process of withholding,
ignoring, or distorting information
A. Perception
B. Filtering
C. Acuity
D. Discernment
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Communication PitfallsCommunication Pitfalls
Perception
The process of
receiving and
interpreting
Filtering
The process of
withholding, ignoring,
or distorting
information
information
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What Do I Do if They DontWhat Do I Do if They Dont
Speak My Language?Speak My Language?
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Table 15.1
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What Do I Do if They DontWhat Do I Do if They Dont
Speak My Language?Speak My Language?
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Oral and Written ChannelsOral and Written Channels
Oral communication
includes face-to-face
discussion, telephone
conversations, and
Written
communication
includes e-mail,
memos, letters,
formal presentations
and speeches
reports, computer
files, and other written
documents
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Oral CommunicationOral Communication
Advantages
Questions can be asked
and answered
Disadvantages
It can lead to
spontaneous, ill-
considered statements
and direct
More persuasive
(and regret)
There is no permanent
record of it
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Written CommunicationWritten Communication
Advantages
Message can be revised
several times
Permanent record that
Disadvantages
Sender has no control
over where, when, or if
the message is read
can be saved
Message stays the same
even if relayed through
many people
Receiver has more time
to analyze the message
Sender does not receive
immediate feedback
Receiver may not
understand parts of the
message
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Information OverloadInformation Overload
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Electronic MediaElectronic Media
Web 2.0
A set of Internet-based applications that
encourage user-provided content and
social networking, podcasts, RSS, and wikis
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Advantages of Electronic CommunicationAdvantages of Electronic Communication
1. The sharing ofmore information
2. The speed and efficiency in delivering routine
messages to large numbers of people acrossvast geographic areas
3. Can reduce time and expenses devoted to
traveling, photocopying, and mailing
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Disadvantages of ElectronicDisadvantages of Electronic
CommunicationCommunication
1. Difficulty of solving complex problems that require
more extended, face-to-face interaction
2. Inability to pick up subtle, nonverbal, or inflectional
conveying
3. Electronic messages sometimes are monitored or
seen inadvertently by those for whom they are notintended
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Virtual OfficeVirtual Office
Virtual office
A mobile office in which people can work
anywhere, as long as they have the tools to .
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Media RichnessMedia Richness
Media richness
The degree to which a
communication
channel conveys
information.
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What CommunicationWhat Communication
Channel Would You Use?Channel Would You Use?
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Table 15.2
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Suggested Media ChoicesSuggested Media Choices
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Adding Power to Your PresentationAdding Power to Your Presentation
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Adding Power to Your PresentationAdding Power to Your Presentation
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Nonverbal SkillsNonverbal Skills
1. Use time appropriately
2. Make your office arrangement conducive to
open communication3. Remember your body language
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ListeningListening
Reflection
Process by which a
person states what he
or she believes theother person is saying
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Ten Keys to Effective ListeningTen Keys to Effective Listening
Find an area of interest
Judge content, not
delivery
Hold our fire
Exercise your mind.
Keep your mind open
Capitalize on thought
s eed
Listen for ideas
Be flexible
Resist distraction
Work at listening
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Organizational CommunicationOrganizational Communication
Downward communication
Information that flows from higher to lower levels
in the organizations hierarchy
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Information Loss inInformation Loss in
Downward CommunicationDownward Communication
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Organizational CommunicationOrganizational Communication
Coaching
Dialogue with a goal of helping another be more
effective and achieve his or her full potential on
.
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Organizational CommunicationOrganizational Communication
Open-book management
Practice of sharing with employees at all levels of
the organization vital information previously
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Organizational CommunicationOrganizational Communication
Upward
communication
Information that flows
from lower to higherlevels in the
organizations
hierarchy.
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QuestionQuestion
What is the social network of informal
communications?
A. Second Life
B. Facebook
C. Grapevine
D. Scuttlebutt
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Informal CommunicationInformal Communication
Grapevine
the social network of
informal communications.
provides people with
information
helps them solve
problems
teaches them how to dotheir work successfully
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Organizational CommunicationOrganizational Communication
Horizontal communication
Information shared among people on the same
hierarchical level
a ows s ar ng o n ormat on, coor nat on, an
problem solving among units
helps solve conflicts
provides social and emotional support to people.
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Destination CEO: Bank of AmericaDestination CEO: Bank of America
What
communication
pitfalls might exist at
What communication
issues will Bank of
America deal with as
they expand
internationally?
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