15chapter powerpoint presentation by charlie cook © copyright the mcgraw-hill companies, inc.,...

1515Chapter

PowerPoint Presentation by Charlie Cook© Copyright The McGraw-Hill Companies, Inc., 2003. All rights reserved.

CommunicationCommunication

© Copyright McGraw-Hill. All rights reserved. 15–2

Learning ObjectivesLearning ObjectivesLearning ObjectivesLearning Objectives

• After studying the chapter, you should be able to:After studying the chapter, you should be able to:Explain why effective communication helps Explain why effective communication helps

an organization gain a competitive an organization gain a competitive advantage.advantage.

Describe the communication process, and Describe the communication process, and explain the role of perception in explain the role of perception in communication.communication.

Define information richness, and describe the Define information richness, and describe the information richness of communication information richness of communication media available to managers.media available to managers.

Describe the communication networks that Describe the communication networks that exist in groups and teams.exist in groups and teams.


Learning Objectives (cont’d)Learning Objectives (cont’d)Learning Objectives (cont’d)Learning Objectives (cont’d)

Explain how advances in technology have Explain how advances in technology have given managers new options for managing given managers new options for managing communications.communications.

Describe important communication skills that Describe important communication skills that managers need as senders and receivers of managers need as senders and receivers of messages.messages.


Chapter OutlineChapter OutlineChapter OutlineChapter Outline

• Communication and ManagementCommunication and ManagementThe Importance of Good CommunicationThe Importance of Good CommunicationThe Communication ProcessThe Communication ProcessThe Role of Perception in CommunicationThe Role of Perception in CommunicationThe Dangers of Ineffective CommunicationThe Dangers of Ineffective CommunicationInformation Richness and Communication Information Richness and Communication

MediaMediaFace-to-Face CommunicationFace-to-Face CommunicationSpoken Communication Electronically Spoken Communication Electronically

CommunicatedCommunicatedPersonally Addressed Written CommunicationPersonally Addressed Written Communication


Chapter Outline (cont’d)Chapter Outline (cont’d)Chapter Outline (cont’d)Chapter Outline (cont’d)

• Communication and Management (cont’d)Communication and Management (cont’d)Impersonal Written CommunicationImpersonal Written Communication

• Communication NetworksCommunication NetworksCommunication Networks in Groups and TeamsCommunication Networks in Groups and TeamsOrganizational Communication NetworksOrganizational Communication NetworksExternal NetworksExternal Networks

• Technological Advances in CommunicationTechnological Advances in CommunicationThe InternetThe InternetIntranetsIntranetsGroupwareGroupware


Chapter Outline (cont’d)Chapter Outline (cont’d)Chapter Outline (cont’d)Chapter Outline (cont’d)

• Communication Skills for ManagersCommunication Skills for ManagersCommunication Skills for Managers as Communication Skills for Managers as

SendersSendersCommunication Skills for Managers as Communication Skills for Managers as

ReceiversReceiversUnderstanding Linguistic StylesUnderstanding Linguistic Styles


Communication and ManagementCommunication and ManagementCommunication and ManagementCommunication and Management

• CommunicationCommunicationThe sharing of information between two or The sharing of information between two or

more individuals or groups to reach a more individuals or groups to reach a common understanding.common understanding.

• Importance of Good CommunicationImportance of Good CommunicationIncreased efficiency in new technologies and Increased efficiency in new technologies and

skillsskillsImproved quality of products and servicesImproved quality of products and servicesIncreased responsiveness to customersIncreased responsiveness to customersMore innovation through communicationMore innovation through communication


The Communication ProcessThe Communication ProcessThe Communication ProcessThe Communication Process

• Phases of the Communication Process:Phases of the Communication Process:Transmission phase in which information is Transmission phase in which information is

shared by two or more people.shared by two or more people.Feedback phase in which a common Feedback phase in which a common

understanding is assured.understanding is assured.

• The process starts with a sender (an individual The process starts with a sender (an individual or group) who wants to share information.or group) who wants to share information.Senders must decide what information to Senders must decide what information to

share and puts the message into symbols or share and puts the message into symbols or language (encoding).language (encoding).

• Noise: anything harming the communication process.Noise: anything harming the communication process.


The Communication ProcessThe Communication ProcessThe Communication ProcessThe Communication Process

Figure 15.1


The Communication Process (cont’d)The Communication Process (cont’d)The Communication Process (cont’d)The Communication Process (cont’d)

• Messages are transmitted over a medium to a Messages are transmitted over a medium to a receiver.receiver.Medium: the pathway over which the message Medium: the pathway over which the message

is transmitted (e.g., telephone, written note, is transmitted (e.g., telephone, written note, email).email).

Receiver: the person getting the message.Receiver: the person getting the message.• The receiver decodes (interprets) the message, allowing The receiver decodes (interprets) the message, allowing

the receiver to understand the message.the receiver to understand the message.

• This is a critical point: failure to properly decode the This is a critical point: failure to properly decode the message can lead to a misunderstanding.message can lead to a misunderstanding.

Feedback by receiver informs the sender that Feedback by receiver informs the sender that the message is understood or that it must be re-the message is understood or that it must be re-sent.sent.


Communication IssuesCommunication IssuesCommunication IssuesCommunication Issues

• Verbal CommunicationVerbal CommunicationThe encoding of messages into words, either The encoding of messages into words, either

written or spokenwritten or spoken

• NonverbalNonverbalThe encoding of messages by means of facial The encoding of messages by means of facial

expressions, body language, and styles of expressions, body language, and styles of dress.dress.


The Role of Perception in The Role of Perception in CommunicationCommunication

The Role of Perception in The Role of Perception in CommunicationCommunication

• Senders and receivers communicate based on Senders and receivers communicate based on their subjective perceptions.their subjective perceptions.Subjective perception can lead to biases and Subjective perception can lead to biases and

stereotypes that can interfere with effective stereotypes that can interfere with effective communication.communication.

Effective managers avoid communications Effective managers avoid communications based on biases and stereotypes.based on biases and stereotypes.


The Dangers of Ineffective The Dangers of Ineffective CommunicationCommunication

The Dangers of Ineffective The Dangers of Ineffective CommunicationCommunication

• Managers and their subordinates can become Managers and their subordinates can become effective communicators by:effective communicators by:Selecting an appropriate medium for each Selecting an appropriate medium for each

messagemessage—t—there is no one “best” medium.here is no one “best” medium.Considering information richness (the Considering information richness (the

amount of information a medium can carry).amount of information a medium can carry).• A medium with high richness can carry much more A medium with high richness can carry much more

information to aid understanding.information to aid understanding.

Is there a need for a paper path or electronic Is there a need for a paper path or electronic trail to provide documentation of the trail to provide documentation of the communication?communication?


Information Richness of Communication Information Richness of Communication MediaMedia

Information Richness of Communication Information Richness of Communication MediaMedia

Figure 15.2


Communication MediaCommunication MediaCommunication MediaCommunication Media

• Face-to-FaceFace-to-FaceHas highest information richness.Has highest information richness.Can take advantage of verbal and nonverbal Can take advantage of verbal and nonverbal

signals.signals.Provides for instant feedback.Provides for instant feedback.

• Management by wandering around takes advantage Management by wandering around takes advantage of this with informal talks to workers.of this with informal talks to workers.

• Video conferences provide Video conferences provide much of this richness and much of this richness and reduce travel costs and reduce travel costs and meeting times.meeting times.


Communication Media (cont’d)Communication Media (cont’d)Communication Media (cont’d)Communication Media (cont’d)

• Spoken Communication Electronically Spoken Communication Electronically TransmittedTransmittedHas the second highest information richness.Has the second highest information richness.

• Telephone conversations are information rich with Telephone conversations are information rich with tone of voice, sender’s emphasis, and quick tone of voice, sender’s emphasis, and quick feedback, but provide no visual nonverbal cues.feedback, but provide no visual nonverbal cues.



• Personally Addressed Written CommunicationPersonally Addressed Written CommunicationHas a lower richness than the verbal forms of Has a lower richness than the verbal forms of

communication, but still is directed at a given communication, but still is directed at a given person.person.

• Personal addressing helps ensure receiver actually Personal addressing helps ensure receiver actually reads the messagereads the message—personal l—personal letters and e-mail are etters and e-mail are common forms.common forms.

• Does not provide instant feedback to the sender Does not provide instant feedback to the sender although sender may get feedback later.although sender may get feedback later.

• Excellent media for complex messages requesting Excellent media for complex messages requesting follow-up actions by receiver.follow-up actions by receiver.


E-Mail Dos and Don’tsE-Mail Dos and Don’tsE-Mail Dos and Don’tsE-Mail Dos and Don’ts

• E-mail allows telecommuting employees to E-mail allows telecommuting employees to work from home and keep in contact.work from home and keep in contact.

• The use of e-mail is growing rapidly and e-mail The use of e-mail is growing rapidly and e-mail etiquette is expected:etiquette is expected:Typing messages in all CAPITALS is seen as Typing messages in all CAPITALS is seen as

“screaming” at the receiver.“screaming” at the receiver.Punctuate your messages for easy reading Punctuate your messages for easy reading

and don’t ramble on.and don’t ramble on.Pay attention to spelling and treat the Pay attention to spelling and treat the

message like a written letter.message like a written letter.



• Impersonal Written CommunicationImpersonal Written CommunicationHas the lowest information richness.Has the lowest information richness.

• Good for messages to many receivers where little or Good for messages to many receivers where little or feedback is expected (e.g., newsletters, reports)feedback is expected (e.g., newsletters, reports)


Communication NetworksCommunication NetworksCommunication NetworksCommunication Networks

• Communication NetworksCommunication NetworksThe pathways along which information flows The pathways along which information flows

in groups and teams and throughout the in groups and teams and throughout the organization.organization.

Choice of communication network depends Choice of communication network depends on:on:

• The nature of the group’s tasksThe nature of the group’s tasks

• The extent to which group members need to The extent to which group members need to communicate with each other to achieve group goals.communicate with each other to achieve group goals.


Communication Networks in Communication Networks in Groups and TeamsGroups and Teams

Communication Networks in Communication Networks in Groups and TeamsGroups and Teams

Type of Network

Wheel Network Information flows to and from one central member.

Chain Network Members communicate only with the people next to them in the sequence.

Wheel and chain networks provide little interaction.

Circle Network Members communicate with others close to them in terms of expertise, experience, and location.

All-Channel Network

Networks found in teams with high levels of communications between each member and all others.


CommunicatioCommunication Networks in n Networks in Groups and Groups and

TeamsTeams

CommunicatioCommunication Networks in n Networks in Groups and Groups and

TeamsTeams

Figure 15.3


Organization Communication Organization Communication NetworksNetworks

Organization Communication Organization Communication NetworksNetworks

• Organization ChartOrganization ChartA pictorial representation of formal reporting A pictorial representation of formal reporting

channels in an organization.channels in an organization.• Communication in an organization flows through Communication in an organization flows through

formal and informal pathwaysformal and informal pathways

• Vertical communications flow up and down the Vertical communications flow up and down the corporate hierarchy.corporate hierarchy.

• Horizontal communications flow between employees Horizontal communications flow between employees of the same level.of the same level.

• Informal communications can span levels and Informal communications can span levels and departmentsdepartments—the g—the grapevine is an informal network rapevine is an informal network carrying unofficial information throughout the firm.carrying unofficial information throughout the firm.


Formal and Informal Communication Formal and Informal Communication Networks in An OrganizationNetworks in An Organization

Formal and Informal Communication Formal and Informal Communication Networks in An OrganizationNetworks in An Organization

Figure 0.4


Technological Advances in Technological Advances in CommunicationCommunication


• InternetInternetGlobal system of computer networks used by Global system of computer networks used by

many firms use it to communicate with their many firms use it to communicate with their suppliers.suppliers.

• World Wide Web (WWW)World Wide Web (WWW)Provides multimedia access to the Internet.Provides multimedia access to the Internet.

• IntranetsIntranetsA company-wide system of computer A company-wide system of computer

networks for information sharing by networks for information sharing by employees inside the firm.employees inside the firm.




• GroupwareGroupwareComputer software that enables members of Computer software that enables members of

groups and teams to share information with groups and teams to share information with each other and improve communication.each other and improve communication.

• Best used to support team-oriented working Best used to support team-oriented working environments.environments.


Communication Skills for ManagersCommunication Skills for ManagersCommunication Skills for ManagersCommunication Skills for Managers

• Barriers to Effective CommunicationBarriers to Effective CommunicationMessages that are unclear, incomplete, difficult to Messages that are unclear, incomplete, difficult to

understandunderstandMessages sent over the an inappropriate mediumMessages sent over the an inappropriate mediumMessages with no provision for feedbackMessages with no provision for feedbackMessages that are received but ignoredMessages that are received but ignoredMessages that are misunderstoodMessages that are misunderstoodMessages delivered through automated systems Messages delivered through automated systems

that lack the human elementthat lack the human element


Communication Skills for ManagersCommunication Skills for ManagersCommunication Skills for ManagersCommunication Skills for Managers

• Managers as SendersManagers as SendersSend clear and complete messages.Send clear and complete messages.Encode messages in symbols the receiver Encode messages in symbols the receiver

understands.understands.Select a medium appropriate for the message and, Select a medium appropriate for the message and,

importantly, one that is monitored by the receiver.importantly, one that is monitored by the receiver.Avoid filtering (holding back information) and Avoid filtering (holding back information) and

distortion as the message passes through other distortion as the message passes through other workers.workers.

Ensure a feedback mechanism is included in the Ensure a feedback mechanism is included in the message.message.

Provide accurate information to avoid rumors.Provide accurate information to avoid rumors.


Communication Skills For ManagersCommunication Skills For ManagersCommunication Skills For ManagersCommunication Skills For Managers

• Managers as ReceiversManagers as ReceiversPay attention to what is sent as a message.Pay attention to what is sent as a message.Be a good listener: don’t interrupt.Be a good listener: don’t interrupt.Ask questions to clarify your understanding.Ask questions to clarify your understanding.Be empathetic: try to understand what the Be empathetic: try to understand what the

sender feels.sender feels.Understand linguistic styles: different people Understand linguistic styles: different people

speak differently.speak differently.Speed, tone, pausing all impact Speed, tone, pausing all impact

communication.communication.• This is particularly true across cultures and managers This is particularly true across cultures and managers

should expect and plan for this.should expect and plan for this.

15chapter powerpoint presentation by charlie cook © copyright the mcgraw-hill companies, inc.,...

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