10erobbins ppt14-r

Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall 14–1

Managers Managers and and CommunicationsCommunications

ChapterChapter

1414

Management Stephen P. Robbins Mary Coulter

tenth edition


Learning OutcomesLearning OutcomesFollow this Learning Outline as you read and study Follow this Learning Outline as you read and study this chapter.this chapter.

14.1 14.1 The Nature and Function of CommunicationThe Nature and Function of Communication• Define communication, interpersonal communication and Define communication, interpersonal communication and

organizational communicationorganizational communication

• Discuss the functions of communication.Discuss the functions of communication.

14.2 Methods of14.2 Methods of Interpersonal Communication Interpersonal Communication• Describe the components of the communication process.Describe the components of the communication process.

• Discuss the criteria that managers can use to evaluateDiscuss the criteria that managers can use to evaluate

the various communication methods.the various communication methods.

• List the communication methods managers might use.List the communication methods managers might use.


Learning OutcomesLearning Outcomes

14.3 14.3 Effective Interpersonal CommunicationEffective Interpersonal Communication• Explain the barriers to effective interpersonal

• Discuss ways to overcome the barriers to effective

interpersonal communication.

14.4 14.4 Organizational CommunicationOrganizational 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 OutcomesLearning Outcomes

14.5 Information Technology and Communication14.5 Information Technology and Communication

• Describe how technology affects managerial communication.Describe how technology affects managerial communication.

• Explain how information technology affects organizations.Explain how information technology affects organizations.

14.6 14.6 Communication Issues In Today’s OrganizationCommunication Issues In Today’s Organization

• Discuss the challenges of managing communication in an Discuss the challenges of managing communication in an Internet world.Internet world.

• Explain how organizations can manage knowledge.Explain how organizations can manage knowledge.

• Explain why communicating with customers is an important Explain why communicating with customers is an important managerial issue.managerial issue.

• Explain how political correctness is affecting communication.Explain how political correctness is affecting communication.


What Is Communication?What Is Communication?• CommunicationCommunication

The transfer and understanding of meaning.The transfer and understanding of meaning. Transfer means the message was received in a form that can Transfer means the message was received in a form that can

be interpreted by the receiver.be interpreted by the receiver. Understanding the message is not the same as the receiver Understanding the message is not the same as the receiver

agreeing with the message.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 communications All the patterns, network, and systems of communications

within an organizationwithin 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 to control Formal and informal communications act to control individuals’ behaviors in organizations.individuals’ behaviors in organizations.

• MotivationMotivation Communications clarify for employees what is to Communications clarify for employees what is to

done, how well they have done it, and what can be done, how well they have done it, and what can be done to improve performance.done to improve performance.


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

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

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

• InformationInformation Individuals and work groups need information to Individuals and work groups need information to

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


Exhibit 14–1Exhibit 14–1 The Interpersonal The Interpersonal Communication Communication Process Process


Interpersonal CommunicationInterpersonal Communication• 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 communicationsDisturbances that interfere with communications


Distortions in CommunicationsDistortions in Communications• 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 messagethe sender on the process of encoding the message

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 Communications Distortions in Communications (cont’d)(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 The effect of skills, attitudes, and knowledge of the

receiver on the process of decoding the messagereceiver on the process of decoding the message

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 Communication Interpersonal Communication MethodsMethods

• 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

• FeedbackFeedback

• Complexity capacityComplexity capacity

• Breadth potentialBreadth potential

• ConfidentialityConfidentiality

• Encoding easeEncoding ease

• Decoding easeDecoding ease

• Time-space constraintTime-space constraint

• CostCost

• Interpersonal warmthInterpersonal warmth

• FormalityFormality

• ScanabilityScanability

• Time consumptionTime consumption


Exhibit 14–2Exhibit 14–2 Comparison of Communication Comparison of Communication MethodsMethods

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.


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

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

SoundsSounds with specific meanings or warnings with specific meanings or warnings

ImagesImages that control or encourage behaviors that control or encourage behaviors

Situational behaviorsSituational behaviors that convey meanings that convey meanings

Clothing and physical surroundingsClothing and physical surroundings that imply status that imply status

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

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


Interpersonal Communication Interpersonal Communication BarriersBarriers

DefensivenessDefensiveness

NationalNationalCultureCulture EmotionsEmotions

Information Information OverloadOverload

Interpersonal Interpersonal CommunicationCommunication

LanguageLanguage

FilteringFiltering


Barriers to Effective Barriers to Effective Interpersonal CommunicationInterpersonal Communication• FilteringFiltering

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

• EmotionsEmotions Disregarding rational and objective thinking Disregarding rational and objective thinking

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

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

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


Barriers to Effective Barriers to Effective Interpersonal Communication Interpersonal Communication (cont’d)(cont’d)• DefensivenessDefensiveness

When threatened, reacting in a way that reduces the When threatened, reacting in a way that reduces the ability to achieve mutual understanding.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 communications.patterns, and use of information in 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


Exhibit 14–3Exhibit 14–3 Active Listening BehaviorsActive Listening Behaviors

Source: Based on P.L. Hunsaker, Training in Management Skills (Upper Saddle River, NJ: Prentice Hall, 2001).


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

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

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

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

UUppwwaa

rrdd


Direction of Communication Direction of Communication FlowFlow• DownwardDownward

Communications that flow from managers to Communications that flow from managers to employees to inform, direct, coordinate, and evaluate employees to inform, direct, coordinate, and evaluate employees.employees.

• UpwardUpward Communications that flow from employees up to Communications that flow from employees up to

managers to keep them aware of employee needs managers to keep them aware of employee needs and how things can be improved to create a climate and how things can be improved to create a climate of trust and respect.of 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 employees Communication that takes place among employees

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

• Diagonal CommunicationDiagonal Communication Communication that cuts across both work areas and Communication that cuts across both work areas and

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


Types of Organizational Types of Organizational Communication Networks Communication Networks

• Chain NetworkChain Network Communication flows according to the formal chain of Communication flows according to the formal chain of

command, both upward and downward.command, both upward and downward.

• Wheel NetworkWheel Network All communication flows in and out through the group All communication flows in and out through the group

leader (hub) to others in the group.leader (hub) to others in the group.

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

the work team.the work team.


Exhibit 14–4Exhibit 14–4 Three Common Organizational Three Common Organizational Communication Networks and How They Communication Networks and How They Rate on Effectiveness Criteria Rate on Effectiveness Criteria


The GrapevineThe Grapevine• An informal organizational communication An informal organizational communication

network that is active in almost every network that is active in almost every organization.organization. Provides a channel for issues not suitable for formal Provides a channel for issues not suitable for formal

communication channels.communication channels. The impact of information passed along the grapevine The impact of information passed along the grapevine

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


Understanding Information Understanding Information TechnologyTechnology• Benefits of Information Technology (IT)Benefits of Information Technology (IT)

Increased ability to monitor individual and team Increased ability to monitor individual and team performanceperformance

Better decision making based on more complete Better decision making based on more complete informationinformation

More collaboration and More collaboration and sharing of informationsharing of information

Greater accessibility Greater accessibility to coworkersto coworkers


Information Technology (cont’d)Information Technology (cont’d)• Networked Computer Networked Computer

SystemsSystems Linking individual Linking individual

computers to create an computers to create an organizational network for organizational network for communication and communication and information sharing.information sharing.

• E-mailE-mail• Instant messaging (IM)Instant messaging (IM)• BlogsBlogs• WikisWikis• VoicemailVoicemail• Fax machinesFax machines• Electronic Data Exchange Electronic Data Exchange

(EDI)(EDI)• TeleconferencingTeleconferencing• VideoconferencingVideoconferencing• Web conferencingWeb conferencing


Information Technology (cont’d)Information Technology (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 users technology and allows authorized users inside the organization to communicate inside the organization to communicate with certain outsiders such as customers with certain outsiders such as customers and vendors.and vendors.

Wireless (WIFI) capabilitiesWireless (WIFI) 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 together.Allows widely dispersed employees to work 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 participation Provides more complete information and participation

for better decisions.for better decisions.

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


Current Communication IssuesCurrent Communication Issues• Managing Communication in an Internet WorldManaging Communication in an Internet World

Legal and security issuesLegal and security issues Inappropriate use of company e-mail and instant messagingInappropriate use of company e-mail and instant messaging Loss of confidential and proprietary information due to Loss of confidential and proprietary information due to

inadvertent or deliberate dissemination or to hackers.inadvertent or deliberate dissemination or to hackers.

Lack of personal interactionLack of personal interaction Being connected is not the same as face-to-face contact.Being connected is not the same as face-to-face contact. Difficulties occur in achieving understanding and Difficulties occur in achieving understanding and

collaboration in virtual environments.collaboration in virtual environments.


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

• Managing the Organization’s Knowledge Managing the Organization’s Knowledge ResourcesResources Build online information databases that employees Build online information databases that employees

can access.can access. Create “communities of practice” for groups of people Create “communities of practice” for groups of people

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


Communication and Customer Communication and Customer ServiceService• Communicating Effectively with CustomersCommunicating Effectively with Customers

Recognize the three components of the customer Recognize the three components of the customer service delivery process: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 customer.Listen and respond to the customer. Provide access to needed service information.Provide access to needed service information.


““Politically Correct” Politically Correct” CommunicationCommunication

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

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


Terms to KnowTerms to Know• communicationcommunication• interpersonal interpersonal

communicationcommunication• organizational organizational

communicationcommunication• messagemessage• encodingencoding• channelchannel• decodingdecoding• communication processcommunication process• noisenoise• nonverbal communicationnonverbal communication

• body languagebody language• verbal intonationverbal intonation• filteringfiltering• selective perceptionselective perception• information overloadinformation overload• jargonjargon• active listeningactive listening• formal communicationformal communication• informal communicationinformal communication• downward communicationdownward communication• upward communicationupward communication


Terms to Know (cont’d)Terms to Know (cont’d)• lateral communicationlateral communication• diagonal communicationdiagonal communication• communication networkscommunication networks• grapevinegrapevine• e-maile-mail• instant messaging (IM)instant messaging (IM)• blogblog• wikiwiki• voicemailvoicemail• faxfax• electronic data electronic data

interchange (EDI)interchange (EDI)

• teleconferencingteleconferencing• videoconferencingvideoconferencing• Web conferencingWeb conferencing• intranetintranet• extranetextranet• communities of practicecommunities of practice


All rights reserved. No part of this publication may be reproduced, All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by stored in a retrieval system, or transmitted, in any form or by

any means, electronic, mechanical, photocopying, recording, or any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. otherwise, without the prior written permission of the publisher.

Printed in the United States of America.Printed in the United States of America.

10erobbins ppt14-r

Technology

managerial communication

communication issues

function of communication

communication flow

communication methods

various communication

pearson education

common communication