chapter 17 managing communication. today’s complex business environment depends on effective...

Chapter 17Managing Communication

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• Today’s complex business environment depends on effective communication

• Managers spend 80% of their day communicating• 48 minutes of every hour is spent:– In meetings– On the telephone– Communicating online– Talking informally

• Communication permeates every management function

Communication Is the Manager’s Job

Copyright ©2012 by South-Western, a division of Cengage Learning. All rights reserved.

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Communication is the process by which information is exchanged and understood by two

or more people, usually with the intent to motivate or influence behavior

What Is Communication?


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17.1 The Manager as Communication Champion


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17.2 The Communication Process


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• Communication can break down if the sender and receiver do not encode or decode in the same way

• Cultural differences can add to the communication challenge

• Some cultures are high-context while others are low-context

Communicating among People


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• Managers must choose appropriate channel to convey messages

– Routine versus nonroutine messages

• Each communication channel has advantages and disadvantages

• Channel richness – the amount of information that can be communicated in an episode

Communication Channels


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17.3 A Continuum of Channel Richness


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• The ability to persuade and influence is critical

• Issuing directives is no longer an effective way to get things done

• To persuade and influence, managers must communicate frequently and easily

• Communication apprehension is the avoidance of communication due to fear/anxiety

• Communication means sharing to be effective

Communicating to Persuade and Influence Others


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• Managers must be aware of factors that influence communication

• For most women, talking means conversation• Women connect, involve, and participate

through communication• Men use verbal language to exhibit knowledge

and skill• Women’s style may be more appropriate for

leading and inspiring

Gender Differences in Communication


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• Message sent through human actions and behavior

Body language Facial expressions Gestures Touch Use of space

• Can express enthusiasm, warmth, confidence, arrogance, indifference, and displeasure

Nonverbal Communication


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The skill of grasping both facts and feelings to interpret a message’s meaning

Listening to employees and customers is important

Information in organizations flows from the bottom up• Managers today know the importance of feedback

Blogs are being used to stay in touch with employees and customers

Listening


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17.4 Ten Keys to Effective Listening


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• Managers are responsible for establishing and maintaining formal communication

• Formal communication channels flow within the chain of command

• Communication in organizations: Downward

Upward

Horizontal

Organizational Communication


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17.5 Communication in Organizations


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• Form of horizontal communication• Teams must choose the method of

communicating• Centralized team communication must

communicate through one individual• Individuals communicate freely in a

decentralized network

Team Communication Channels


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17.6 Team Communication Networks


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• Personal communication may exist with formal channels

• Personal communication network is personal networking across organizational boundaries

• The grapevine “gossip” can be a valuable tool for managers; it links people across the organization

• Written communication is a key skill with the growth of e-mail and collaboration

Personal Communication Channels


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Build it before you need it

Never eat lunch alone

Make it win-win

Focus on diversity

Networking Tips


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Tips for Improving Writing Skills


Respect the reader

Know your point and get to it

Write clearly rather than impressively

Get a second opinion

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• Communication is crucial during times of crisis• Management skills for dealing with crisis:

Stay calm, listen hard Be visible Get the awful truth out Communicate a vision for the future

Crisis Communication


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• 21% growth in new e-mail customers

• Twitter and Facebook use jumped 31%

• Increased desire for instant access and information sharing

• Companies are using new technology to connect with employees and customers

• Podcasts, blogs, and wikis are other effective collaboration tools

Communication Technology


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• Open communication and dialogue encourage honesty

• Enhanced interpersonal skills can also foster openness, honesty, and trust

• Using multiple channels increases effectiveness of communication

• Organizational structure should fit communication needs

Climate of Trust and Openness


chapter 17 managing communication. today’s complex business environment depends on effective...

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influence otherscopyright

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