communication mcgraw-hill/irwin contemporary management, 5/e copyright © 2008 the mcgraw-hill...
TRANSCRIPT
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Communication
McGraw-Hill/IrwinContemporary Management, 5/e
Copyright © 2008 The McGraw-Hill Companies, Inc. All rights reserved.
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Learning Objectives
• Explain why effective communication helps an organization gain a competitive advantage.
• Describe the communication process, and explain the role of perception in communication.
• Define information richness, and describe the information richness of communication media available to managers.
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Learning Objectives
• Describe the communication networks that exist in groups and teams.
• Explain how advances in technology have given managers new options for managing communications.
• Describe important communication skills that managers need as senders and receivers of messages.
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Communication and Management
• Communication– The sharing of information between two or
more individuals or groups to reach a common understanding.
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Functions of Communication
1. Information function
2. Motivation function
3. Control function
4. Emotive function
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Communication and Management
• Importance of Good Communication– Increased efficiency in new technologies
and skills– Improved quality of products and services– Increased responsiveness to customers– More innovation through communication
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The Communication Process
• Phases of the Communication Process:– Transmission phase in which information is
shared by two or more people.– Feedback phase in which a common
understanding is assured.
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The Communication Process
Figure 16.1
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Question?
What part of the communication process has the sender translating the message into symbols or language?
A. Message
B. Encoding
C. Decoding
D. Feedback
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The Communication Process
• Sender – person wishing to share information with some other person
• Message – what information to communicate
• Encoding – sender translates the message into symbols or language
• Noise – refers to anything that hampers any stage of the communication process
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The Communication Process
• Receiver – person or group for which the message is intended
• Medium – pathway through which an encoded message is transmitted to a receiver
• Decoding - critical point where the receiver interprets and tries to make sense of the message
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The Communication Process
• Feedback phase is initiated by the receiver
• Receiver decides what message to send to the original sender
• Feedback eliminates misunderstandings, ensures that messages are correctly interpreted
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Communication Channels
Pertains to the channel or medium through which information is transmitted.
Two types:
•Verbal Communication– The encoding of messages into words, either
written or spoken
•Nonverbal– The encoding of messages by means of facial
expressions, body language, and styles of dress.
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Grapevine
An unstructured and informal communication network founded on social relationships rather than organizational charts or job descriptions. Benefits:
1.Employees rely on grapevine when information is not available through formal channels.
2.Means through which organizational stories and other symbols of the organization’s culture are communicated
3.This social interaction relieves anxiety
4.Associated with the drive to bond
Limitations:
1.Grapevine information is sometimes so distorted that it escalates rather than reduces employee anxiety,
2.Employees develop more negative attitudes toward the organization when management is slower than the grapevine in communicating information
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Electronic Communication
• E-mail is revolutionizing the way we communication in organizational settings. It has also become the medium of choice in most workplaces because messages are quickly formed, edited, and sorted.
Problems with E-mail:
1. Poor medium for communicating emotions
2. Reduces politeness and respect
3. Poor medium for ambiguous, complex, and novel situations
4. Contributes to information overload16-16
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E-zines, Blogs and wikis
E-zines – Web-based or PDF-only format newsletters, this are inexpensive and allow companies to post new information quickly.
Blogs – (as weblogs are commonly called) are online journals or diaries. blogs written by senior executives offer direct communication to employees and, if written casually, have a personal touch that makes the information more credible than formal magazines.
Wikis – are collaborative variations of blogs, which anyone in a group can write, edit, or remove material from the website. Wikipedia, the popular online encyclopedia is an example of a wiki,
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The Role of Perception in Communication
• Perception – process through which people select,
organize, and interpret sensory input to give meaning and order to the world around them
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The Role of Perception in Communication
• Biases – systematic tendencies to use information
about others in ways that can result in inaccurate perceptions
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The Role of Perception in Communication
• Stereotypes – often inaccurate beliefs about the
characteristics of particular groups of people– can interfere with the encoding and
decoding of messages
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The Dangers of Ineffective Communication
• When managers and other members of an organization are ineffective communicators, organizational performance suffers and any competitive advantage the organization might have is likely to be lost
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Information Richness and Communication Media
• Managers and their subordinates can become effective communicators by:– Selecting an appropriate medium for each
message—there is no one “best” medium.– Considering information richness
• A medium with high richness can carry much more information to aid understanding.
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Question?
What is the amount of information that a communication medium can carry?
A. Channel capacity
B. Information richness
C. Bandwidth
D. Message capacity
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Information Richness
• The amount of information that a communication medium can carry
• The extent to which the medium enables the sender and receiver to reach a common understanding
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Information Richness of Communication Media
Figure 16.2
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Communication Media
• Face-to-Face– Has highest
information richness.
– Can take advantage of verbal and nonverbal signals.
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Communication Media
• Face-to-Face– Provides for instant feedback.– Management by wandering around takes
advantage of this with informal talks to workers.
– Video conferences provide much of this richness and reduce travel costs and meeting times.
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Communication Media
• Spoken Communication Electronically Transmitted– Has the second highest information
richness.– Telephone conversations are information
rich with tone of voice, sender’s emphasis, and quick feedback, but provide no visual nonverbal cues.
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Communication Media
• Personally Addressed Written Communication– Has a lower richness than the verbal forms of
communication, but still is directed at a given person.
– Personal addressing helps ensure receiver actually reads the message—personal letters and e-mail are common forms.
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Communication Media
• Personally Addressed Written Communication– Does not provide instant feedback to the
sender although sender may get feedback later.
– Excellent media for complex messages requesting follow-up actions by receiver.
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E-Mail Dos and Don’ts
• E-mail allows telecommuting employees to work from home and keep in contact.
• The use of e-mail is growing rapidly and e-mail etiquette is expected:– Typing messages in all CAPITALS is seen as
“screaming” at the receiver.– Punctuate your messages for easy reading and
don’t ramble on.– Pay attention to spelling and treat the message like
a written letter.
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Communication Media
• Impersonal Written Communication– Has the lowest information richness.– Good for messages to many receivers
where little or feedback is expected (e.g., newsletters, reports)
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Communication Media
• Many managers do not have time to read all the electronic work-related information available to them
• Problem with information overload is the potential for important information to be ignored or overlooked
• Can result in lost productivity
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Communication Networks
• Communication Networks– The pathways along which information flows
in groups and teams and throughout the organization.
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Communication Networks
• Type of communication network depends on:– The nature of the group’s tasks– The extent to which group members need to
communicate with each other to achieve group goals.
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Communication Networks in Groups 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.
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Communication Networks in Groups and
Teams
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Organization Communication Networks
• Organization Chart– Summarizes the formal reporting channels
in an organization.– Communication in an organization flows
through formal and informal pathways– Vertical communications flow up and down
the corporate hierarchy.
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Organization Communication Networks
• Organization Chart– Horizontal communications flow between
employees of the same level.– Informal communications can span levels
and departments—the grapevine is an informal network carrying unofficial information throughout the firm.
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Formal and Informal Communication Networks in an Organization
Figure 16.4
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Technological Advances in Communication
• Internet– Global system of computer networks that is
easy to join and is used by employees to communicate inside and outside their companies
• World Wide Web (WWW)– “Business district” with multimedia
capabilities
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Technological Advances in Communication
• Intranets– A company-wide system of computer
networks for information sharing by employees inside the firm.
• Advantages of intranets– Lies in their versatility as a communication
medium– Can be used for a number of different
purposes by people who may have little expertise in computer software and programming
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Technological Advances in Communication
• Groupware– Computer software that enables members
of groups and teams to share information with each other and improve communication.
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How to Be Successful Using Groupware
1. Work is team-based and members are rewarded for group performance
2. Groupware has full support of top management
3. Culture of the organization stresses flexibility
4. Groupware is being used for a specific purpose
5. Employees receive adequate training
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Groupware
• Employees are likely to resist using groupware when:– people are working primarily on their own– people are rewarded for their own individual
performances– People are reluctant to share information
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Groupware
• Collaboration software – groupware that aims to promote
collaborative, highly interdependent interactions among members of a team and provide the team with an electronic meeting site for communication
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Barriers to Effective Communication
– Messages that are unclear, incomplete, difficult to understand
– Messages sent over the an inappropriate medium
– Messages with no provision for feedback– Messages that are received but ignored– Messages that are misunderstood– Messages delivered through automated
systems that lack the human element
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Communication Skills for Managers as Senders
–Send clear and complete messages.–Encode messages in symbols the receiver
understands.–Select a medium appropriate for the message and,
importantly, one that is monitored by the receiver.–Avoid filtering (holding back information) and
distortion as the message passes through other workers.
–Include a feedback mechanism is in the message.–Provide accurate information to avoid rumors.
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Communication Skills for Managers as Senders
• Jargon – specialized language that members of an
occupation, group, or organization develop to facilitate communication among themselves
– should never be used when communicating with people outside the occupation, group, or organization
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Discussion Question?
What is the most important communication skill for managers?
A. Be a good listener: don’t interrupt
B. Be empathetic
C. Ask questions to clarify your understanding
D. Understand linguistic styles
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Communication Skills For Managers as Receivers
– Pay attention to what is sent as a message.– Be a good listener: don’t interrupt.– Ask questions to clarify your understanding.– Be empathetic: try to understand what the
sender feels.– Understand linguistic styles: different people
speak differently.– Speed, tone, pausing all impact communication.