chapter 14 manager and communication
TRANSCRIPT
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Management: Arab World Edition Robbins, Coulter, Sidani, Jamali
Chapter 14: Managers and Communication Lecturer: [Insert your name here]
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14.1 The Nature and Function of Communication
•Define communication, interpersonal communication and
organizational communication.
•Discuss the functions of communication.
14.2 Methods of Interpersonal Communication
• Describe the components of the communication process.
• Discuss the criteria that managers can use to evaluate the
various communication methods.
• List the communication methods managers might use.
Learning Outcomes Follow this Learning Outline as you read and study this chapter.
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14.3 Effective Interpersonal Communication
• Explain the barriers to effective interpersonal communication.
• Discuss ways to overcome the barriers to effective
interpersonal communication.
14.4 Organizational Communication
• Contrast formal and informal communication.
• Explain communication flow in an organization.
• Describe the three common communication networks.
• Discuss how managers should handle the grapevine.
Learning Outcomes
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14.5 Information Technology and Communication
• Describe how technology affects managerial communication.
• Explain how information technology affects organizations.
14.6 Communication Issues In Today’s Organization
• Discuss the challenges of managing communication in an
Internet world.
• Explain how organizations can manage knowledge.
• Explain why communicating with customers is an important
managerial issue.
• Explain how political correctness is affecting communication.
Learning Outcomes
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The Nature and Function of Communication
1. Define communication, interpersonal communication and
organizational communication.
2. Discuss the functions of communication.
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What Is Communication?
Communication is the transfer and understanding of meaning.
Transfer means the message was received in a form that can be
interpreted by the receiver.
Understanding the message is not the same as the receiver
agreeing with the message.
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Interpersonal Communication
Communication between two or more people
Organizational Communication
All the patterns, network, and systems of communications within
an organization
What Is Communication? (cont’d)
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Four Functions of Communication
Functions of Communication
Control Motivation
Emotional Expression
Information
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Functions of Communication
Control
Formal and informal communications act to control individuals’
behaviors in organizations.
Motivation
Communications clarify for employees what is to done, how well they
have done it, and what can be done to improve performance.
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Emotional Expression
Social interaction in the form of work group communications
provides a way for employees to express themselves.
Information
Individuals and work groups need information to make decisions
or to do their work.
Functions of Communication (cont’d)
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Methods of Interpersonal Communication
1. Describe the components of the communication process.
2. Discuss the criteria that managers can use to evaluate the
various communication methods.
3. List the communication methods managers might use.
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Exhibit 14–1 The Interpersonal Communication Process
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Interpersonal Communication
Message
Source: sender’s intended meaning
Encoding
The message converted to symbolic form
Channel
The medium through which the message travels
Decoding
The receiver’s retranslation of the message
Noise
Disturbances that interfere with communications
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Distortions in Communications
Message Encoding
• The effect of the skills, attitudes, and knowledge of the sender on the
process of encoding the message
• The social–cultural system of the sender
The Message
• Symbols used to convey the message’s meaning
• The content of the message itself
• The choice of message format
• Noise interfering with the message
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The Channel
• The sender’s choice of the appropriate channel or multiple channels for
conveying the message
Receiver
• The effect of skills, attitudes, and knowledge of the receiver on the
process of decoding the message
• The social–cultural system of the receiver
Feedback Loop
• Communication channel distortions affecting the return message from
receiver to sender
Distortions in Communications (cont’d)
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Interpersonal Communication Methods
Face-to-face
Telephone
Group meetings
Formal presentations
Memos
Traditional mail
Fax machines
Employee publications
Bulletin boards
Audio- and videotapes
Hotlines
Computer conferencing
Voice mail
Teleconferences
Videoconferences
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Evaluating Communication Methods
Feedback
Complexity capacity
Breadth potential
Confidentiality
Encoding ease
Decoding ease
Time–space constraint
Cost
Interpersonal warmth
Formality
Scanability
Time consumption
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Exhibit 14–2 Comparison of Communication Methods
Note: Ratings are on a 1–5 scale where 1 = high and 5 = low. Consumption time refers to who controls the reception of communication. S/R means the sender and receiver share control.
Source: P. G. Clampitt, Communicating for Managerial Effectiveness (Newbury Park, CA: Sage Publications, 1991), p. 136.
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Nonverbal Communication
• Communication that is transmitted without words.
• Sounds with specific meanings or warnings
• Images that control or encourage behaviors
• Situational behaviors that convey meanings
• Clothing and physical surroundings that imply status
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Body language: gestures, facial expressions, and other body
movements that convey meaning
Verbal intonation: emphasis that a speaker gives to certain words or
phrases that convey meaning
Nonverbal Communication (cont’d)
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Effective Interpersonal Communication
1. Explain the barriers to effective interpersonal communication.
2. Discuss ways to overcome the barriers to effective
interpersonal communication.
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Interpersonal Communication Barriers
Defensiveness
National Culture Emotions
Information Overload
Interpersonal Communication
Language
Filtering
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Barriers to Effective Interpersonal Communication
Filtering
The deliberate manipulation of information to make it appear
more favorable to the receiver
Emotions
Disregarding rational and objective thinking processes and
substituting emotional judgments when interpreting messages
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Information Overload
Being confronted with a quantity of information that exceeds an
individual’s capacity to process it
Defensiveness
When threatened, reacting in a way that reduces the ability to
achieve mutual understanding
Barriers to Effective Interpersonal Communication (cont’d)
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Language
The different meanings of and specialized ways (jargon) in which
senders use words can cause receivers to misinterpret their
messages
National Culture
Culture influences the form, formality, openness, patterns, and
use of information in communications
Barriers to Effective Interpersonal Communication (cont’d)
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Overcoming the Barriers to Effective Interpersonal Communications
Use Feedback
Simplify Language
Listen Actively
Constrain Emotions
Watch Nonverbal Cues
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Exhibit 14–3 Active Listening Behaviors
Source: Based on P.L. Hunsaker, Training in Management Skills (Upper Saddle River, NJ: Prentice Hall, 2001).
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Organizational Communication
1. Contrast formal and informal communication.
2. Explain communication flow in an organization.
3. Describe the three common communication networks.
4. Discuss how managers should handle the grapevine.
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Formal versus Informal Communication
Formal Communication
Communication that follows the official chain of command or
is part of the communication required to do one’s job
Informal Communication
Communication that is not defined by the organization’s structural
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
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Communication Flows
Lateral
Downwa r d
Upwar d
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Direction of Communication Flow
Downward
Communications that flow from managers to employees to inform,
direct, coordinate, and evaluate employees
Upward
Communications that flow from employees up to managers to
keep them aware of employee needs and how things can be
improved to create a climate of trust and respect
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Lateral (Horizontal) Communication
Communication that takes place among employees on the same
level in the organization to save time and facilitate coordination
Diagonal Communication
Communication that cuts across both work areas and
organizational levels in the interest of efficiency and speed
Direction of Communication Flow (cont’d)
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Organizational Communication Networks
Chain Network
Communication flows according to the formal chain of command,
both upward and downward.
Wheel Network
All communication flows in and out through the group leader (hub)
to others in the group.
All-Channel Network
Communications flow freely among all members of the work team.
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Exhibit 14–4 Three Common Organizational Communication Networks and their Effectiveness
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The Grapevine
An informal organizational communication
network that is active in almost every organization.
Provides a channel for issues not suitable for
formal communication channels.
The impact of information passed along the
grapevine can be countered by open and
honest communication with employees.
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Information Technology and Communication
1. Describe how technology affects managerial communication.
2. Explain how information technology affects organizations.
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Benefits of Information Technology (IT)
Increased ability to monitor individual and team performance
Better decision making based on more complete information
More collaboration and sharing of information
Greater accessibility to co-workers
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Information Technology
Networked Computer Systems
Linking individual computers to
create an organizational network
for communication and
information sharing
Instant messaging (IM)
Blogs
Wikis
Voicemail
Fax machines
Electronic Data Exchange (EDI)
Teleconferencing
Videoconferencing
Web conferencing
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Types of Network Systems
– Intranet
An internal network that uses Internet technology and is
accessible only to employees
– Extranet
An internal network that uses Internet technology and allows
authorized users inside the organization to communicate with
certain outsiders such as customers and vendors
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Wireless (WIFI) capabilities
Wireless communication technology has the ability to improve work
for managers and employees.
Internet access is available through Wi-Fi and WiMAX hot spots,
which are locations where users gain wireless access.
Employees do not have to be at their desks to communicate with
others in the organization.
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How IT Affects Organization
Removes the constraints of time and distance
Allows widely dispersed employees to work together
Provides for the sharing of information
Increases effectiveness and efficiency
Integrates decision making and work
Provides more complete information and participation for better
decisions
Creates problems of constant accessibility to employees
Blurs the line between work and personal lives
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Communication Issues in Today’s Organizations
1. Discuss the challenges of managing communication in an
Internet world.
2. Explain how organizations can manage knowledge.
3. Explain why communicating with customers is an important
managerial issue.
4. Explain how political correctness is affecting communication.
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Managing Communication in an Internet World
• Legal and security issues
• Inappropriate use of company e-mail and instant messaging
• Loss of confidential and proprietary information due to inadvertent
or deliberate dissemination or to hackers
• Lack of personal interaction
• Being connected is not the same as face-to-face contact
• Difficulties occur in achieving understanding and collaboration in
virtual environments
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Managing the Organization’s Knowledge Resources
Build online information databases that employees can access
Create “communities of practice” for groups of people who
share a concern, share expertise, and interact with each other
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Communication and Customer Service
Recognize the three components of the customer service delivery
process:
The customer
The service organization
The service provider
Develop a strong service culture focused on the personalization
of service to each customer.
Listen and respond to the customer
Provide access to needed service information
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“Politically Correct” Communication
Do not use words or phrases that stereotype,
intimidate, or offend individuals based on their
differences.
However, choose words carefully to maintain as
much clarity as possible in communications.
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communication
interpersonal communication
organizational communication
message
encoding
channel
decoding
communication process
noise
nonverbal communication
body language
verbal intonation
filtering
selective perception
information overload
jargon
active listening
formal communication
informal communication
downward communication
upward communication
Terms to Know
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lateral communication
diagonal communication
communication networks
grapevine
instant messaging (IM)
blog
wiki
voicemail
fax
electronic data interchange (EDI)
teleconferencing
videoconferencing
Web conferencing
intranet
extranet
communities of practice
Terms to Know (cont’d)
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