Communication & Communication & Information TechnologyInformation Technology

Ch 11Ch 11

What Is Communication?What Is Communication?CommunicationCommunication

The transfer and understanding of The transfer and understanding of meaning.meaning. Transfer means the message was received in Transfer means the message was received in

a form that can be interpreted by the receiver.a form that can be interpreted by the receiver. Understanding the message is not the same Understanding the message is not the same

as the receiver agreeing with the message.as the receiver agreeing with the message. Interpersonal CommunicationInterpersonal Communication

Communication between two or more peopleCommunication between two or more people Organizational CommunicationOrganizational Communication

All the patterns, network, and systems of All the patterns, network, and systems of communications within an organizationcommunications within an organization

Four Functions of Four Functions of CommunicationCommunication

Functions ofFunctions ofCommunicationCommunication

Functions ofFunctions ofCommunicationCommunication

ControlControlControlControl MotivationMotivationMotivationMotivation

EmotionalEmotionalExpressionExpression

EmotionalEmotionalExpressionExpressionInformationInformationInformationInformation

Functions of CommunicationFunctions of Communication

ControlControl Formal and informal communications act Formal and informal communications act

to control individuals’ behaviors in to control individuals’ behaviors in organizationsorganizations

MotivationMotivation Communications clarify for employees Communications clarify for employees

what is to done, how well they have done what is to done, how well they have done it, and what can be done to improve it, and what can be done to improve performanceperformance

Functions of Communication Functions of Communication (cont’d)(cont’d)

Emotional ExpressionEmotional Expression Social interaction in the form of work Social interaction in the form of work

group communications provides a way group communications provides a way for employees to express themselves.for employees to express themselves.

InformationInformation Individuals and work groups need Individuals and work groups need

information to make decisions or to do information to make decisions or to do their work.their work.

Interpersonal Interpersonal CommunicationCommunication

MessageMessage Source: sender’s intended meaningSource: sender’s intended meaning

EncodingEncoding The message converted to symbolic formThe message converted to symbolic form

ChannelChannel The medium through which the message travelsThe medium through which the message travels

DecodingDecoding The receiver’s retranslation of the messageThe receiver’s retranslation of the message

NoiseNoise Disturbances that interfere with Disturbances that interfere with

communicationscommunications

Distortions in Distortions in CommunicationsCommunications

Message EncodingMessage Encoding The effect of the skills, attitudes, and knowledge of The effect of the skills, attitudes, and knowledge of

the sender on the process of encoding the the sender on the process of encoding the messagemessage

The social-cultural system of the senderThe social-cultural system of the sender The MessageThe Message

Symbols used to convey the message’s meaningSymbols used to convey the message’s meaning The content of the message itselfThe content of the message itself The choice of message formatThe choice of message format Noise interfering with the messageNoise interfering with the message

Distortions in Distortions in Communications (cont’d)Communications (cont’d)

The ChannelThe Channel The sender’s choice of the appropriate channel or The sender’s choice of the appropriate channel or

multiple channels for conveying the messagemultiple channels for conveying the message ReceiverReceiver

The effect of skills, attitudes, and knowledge of The effect of skills, attitudes, and knowledge of the receiver on the process of decoding the the receiver on the process of decoding the messagemessage

The social-cultural system of the receiverThe social-cultural system of the receiver Feedback LoopFeedback Loop

Communication channel distortions affecting the Communication channel distortions affecting the return message from receiver to senderreturn message from receiver to sender

Interpersonal Interpersonal Communication MethodsCommunication Methods

Face-to-faceFace-to-face TelephoneTelephone Group meetingsGroup meetings Formal presentationsFormal presentations MemosMemos Traditional MailTraditional Mail Fax machinesFax machines Employee publicationsEmployee publications Bulletin boardsBulletin boards Audio- and videotapesAudio- and videotapes

HotlinesHotlines E-mailE-mail Computer conferencingComputer conferencing Voice mailVoice mail TeleconferencesTeleconferences VideoconferencesVideoconferences

Evaluating Communication Evaluating Communication MethodsMethods

FeedbackFeedbackComplexity Complexity capacitycapacity

Breadth potentialBreadth potentialConfidentialityConfidentialityEncoding easeEncoding easeDecoding easeDecoding ease

Time-space Time-space constraintconstraint

CostCost Interpersonal Interpersonal warmthwarmth

FormalityFormalityScanabilityScanabilityTime consumptionTime consumption

Interpersonal Interpersonal Communication (cont’d)Communication (cont’d)

Nonverbal CommunicationNonverbal Communication Communication that is transmitted without words.Communication that is transmitted without words.

Sounds with specific meanings or warningsSounds with specific meanings or warnings Images that control or encourage behaviorsImages that control or encourage behaviors Situational behaviors that convey meaningsSituational behaviors that convey meanings Clothing and physical surroundings that imply statusClothing and physical surroundings that imply status

Body language: gestures, facial expressions, and Body language: gestures, facial expressions, and other body movements that convey meaning.other body movements that convey meaning.

Verbal intonation: the emphasis that a speaker Verbal intonation: the emphasis that a speaker gives to certain words or phrases that conveys gives to certain words or phrases that conveys meaning.meaning.

Interpersonal Interpersonal Communication BarriersCommunication Barriers

DefensivenessDefensiveness

NationalNationalCultureCulture EmotionsEmotions

Information Information OverloadOverload

Interpersonal Interpersonal CommunicationCommunication

LanguageLanguage

FilteringFiltering

Barriers to Effective Barriers to Effective Interpersonal Interpersonal

CommunicationCommunication FilteringFiltering

The deliberate manipulation of information to The deliberate manipulation of information to make it appear more favorable to the receiver.make it appear more favorable to the receiver.

EmotionsEmotions Disregarding rational and objective thinking Disregarding rational and objective thinking

processes and substituting emotional processes and substituting emotional judgments when interpreting messages.judgments when interpreting messages.

Information OverloadInformation Overload Being confronted with a quantity of information Being confronted with a quantity of information

that exceeds an individual’s capacity to process that exceeds an individual’s capacity to process it.it.

Barriers to Effective Barriers to Effective Interpersonal Interpersonal

Communication (cont’d)Communication (cont’d) DefensivenessDefensiveness

When threatened, reacting in a way that reduces When threatened, reacting in a way that reduces the ability to achieve mutual understanding.the ability to achieve mutual understanding.

LanguageLanguage The different meanings of and specialized ways The different meanings of and specialized ways

(jargon) in which senders use words can cause (jargon) in which senders use words can cause receivers to misinterpret their messages.receivers to misinterpret their messages.

National CultureNational Culture Culture influences the form, formality, openness, Culture influences the form, formality, openness,

patterns and use of information in patterns and use of information in communications.communications.

Overcoming the Barriers to Overcoming the Barriers to Effective Interpersonal Effective Interpersonal

CommunicationsCommunications

Use FeedbackUse Feedback Simplify LanguageSimplify Language

Listen ActivelyListen Actively Constrain EmotionsConstrain Emotions

Watch Nonverbal CuesWatch Nonverbal Cues

Types of Organizational Types of Organizational CommunicationCommunication

Formal CommunicationFormal Communication Communication that follows the official chain of Communication that follows the official chain of

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

Informal CommunicationInformal Communication Communication that is not defined by the Communication that is not defined by the

organization’s hierarchy.organization’s hierarchy. Permits employees to satisfy their need for social Permits employees to satisfy their need for social

interactioninteraction Can improve an organization’s performance by creating Can improve an organization’s performance by creating

faster and more effective channels of communication.faster and more effective channels of communication.

Communication FlowsCommunication Flows

Lateral Lateral

Diagonal

Diagonal

DDoowwnnwwaarrdd

UUppwwaarrdd

Direction of Communication Direction of Communication FlowFlow

DownwardDownward Communications that flow from managers Communications that flow from managers

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

UpwardUpward Communications that flow from Communications that flow from

employees up to managers to keep them employees up to managers to keep them aware of employee needs and how things aware of employee needs and how things can be improved to create a climate of can be improved to create a climate of trust and respect.trust and respect.

Direction of Communication Direction of Communication Flow (cont’d)Flow (cont’d)

Lateral (Horizontal) CommunicationLateral (Horizontal) Communication Communication that takes place among Communication that takes place among

employees on the same level in the employees on the same level in the organization to save time and facilitate organization to save time and facilitate coordination.coordination.

Diagonal CommunicationDiagonal Communication Communication that cuts across both work Communication that cuts across both work

areas and organizational levels in the interest of areas and organizational levels in the interest of efficiency and speed.efficiency and speed.

Types of Communication Types of Communication NetworksNetworks

Chain NetworkChain Network Communication flows according to the formal Communication flows according to the formal

chain of command, both upward and downward.chain of command, both upward and downward. Wheel NetworkWheel Network

All communication flows in and out through the All communication flows in and out through the group leader (hub) to others in the group.group leader (hub) to others in the group.

All-Channel NetworkAll-Channel Network Communications flow freely among all members Communications flow freely among all members

of the work team.of the work team.

The GrapevineThe Grapevine

An informal organizational An informal organizational communication network that is active communication network that is active in almost every organization.in almost every organization. Provides a channel for issues not suitable Provides a channel for issues not suitable

for formal communication channelsfor formal communication channels The impact of information passed along The impact of information passed along

the grapevine can be countered by open the grapevine can be countered by open and honest communication with and honest communication with employees.employees.

Information TechnologyInformation Technology

Benefits of Information Technology (IT)Benefits of Information Technology (IT) Increased ability to monitor individual and Increased ability to monitor individual and

team performanceteam performance Better decision making based on more Better decision making based on more

complete informationcomplete information More collaboration and More collaboration and

sharing of informationsharing of information Greater accessibility Greater accessibility

to coworkersto coworkers

Information Technology Information Technology (cont’d)(cont’d)

Networked Computer SystemsNetworked Computer Systems Linking individual computers to Linking individual computers to

create an organizational network create an organizational network for communication and information for communication and information sharing.sharing. E-mailE-mail Instant messagingInstant messaging Voice-mailVoice-mail Fax machinesFax machines Electronic Data Exchange (EDI)Electronic Data Exchange (EDI) TeleconferencingTeleconferencing VideoconferencingVideoconferencing

Information Technology Information Technology (cont’d)(cont’d)

Types of Network SystemsTypes of Network Systems IntranetIntranet

An internal network that uses Internet An internal network that uses Internet technology and is accessible only to technology and is accessible only to employees.employees.

ExtranetExtranet An internal network that uses Internet An internal network that uses Internet

technology and allows authorized technology and allows authorized users inside the organization to users inside the organization to communicate with certain outsiders communicate with certain outsiders such as customers and vendors.such as customers and vendors.

Wireless capabilitiesWireless capabilities

How IT Affects OrganizationHow IT Affects Organization

Removes the constraints of time and distanceRemoves the constraints of time and distance Allows widely dispersed employees to work Allows widely dispersed employees to work

together.together. Provides for the sharing of informationProvides for the sharing of information

Increases effectiveness and efficiency.Increases effectiveness and efficiency. Integrates decision making and workIntegrates decision making and work

Provides more complete information and Provides more complete information and participation for better decisionsparticipation for better decisions

Creates problems of constant accessibility to Creates problems of constant accessibility to employeesemployees Blurs the line between work and personal livesBlurs the line between work and personal lives

Current Communication Current Communication IssuesIssues

Being connected versus being concernedBeing connected versus being concerned Managing Internet gripe sites as a valuable Managing Internet gripe sites as a valuable

resource for unique insights into the resource for unique insights into the organization.organization. Employee complaints (“hot-button” issues)Employee complaints (“hot-button” issues) Customer complaintsCustomer complaints

Responding to Internet gripe sitesResponding to Internet gripe sites Recognized them as a valuable source of informationRecognized them as a valuable source of information Post message that clarify misinformationPost message that clarify misinformation Take action to correct problems noted on the siteTake action to correct problems noted on the site Set up an internal gripe siteSet up an internal gripe site Continue to monitor the public gripe siteContinue to monitor the public gripe site

Current Communication Current Communication Issues (cont’d)Issues (cont’d)

Managing the Organization’s Managing the Organization’s Knowledge ResourcesKnowledge Resources Build online information databases that Build online information databases that

employees can accessemployees can access Create “communities of practice” for Create “communities of practice” for

groups of people who share a concern, groups of people who share a concern, share expertise, and interact with each share expertise, and interact with each other.other.

Communication and Communication and Customer ServiceCustomer Service

Communicating Effectively with CustomersCommunicating Effectively with Customers Recognize the three components of the Recognize the three components of the

customer service delivery processcustomer service delivery process The customerThe customer The service organizationThe service organization The service providerThe service provider

Develop a strong service culture focused on the Develop a strong service culture focused on the personalization of service to each customer.personalization of service to each customer. Listen and respond to the customerListen and respond to the customer Provide access to needed service informationProvide access to needed service information

““Politically Correct” Politically Correct” CommunicationCommunication

Do not use words or phrases that Do not use words or phrases that stereotype, intimidate, or offend stereotype, intimidate, or offend individuals based on their differences.individuals based on their differences.

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