Communicating

Chapter 15

McGraw-Hill/Irwin

Copyright 2011 by the McGraw-Hill Companies, Inc. All rights reserved.

Learning Objectives
LO 1 Discuss important advantages of two-way communication LO 2 Identify communication problems to avoid LO 3 Describe when and how to use the various communication channels LO 4 Summarize ways to become a better sender and receiver of information

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Learning Objectives (cont.)

LO 5 Explain how to improve downward, upward, and horizontal communication LO 6 Summarize how to work with the company grapevine LO 7 Describe the boundary less organization and its advantages

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Interpersonal Communication
Communication
The transmission of information and meaning from one party to another through the use of shared symbols

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Interpersonal Communication
The sender initiates the process by conveying information to the receiver the person for whom the message is intended. The sender has a meaning he or she wishes to communicate and encodes the meaning into symbols (the words chosen for the message). Then the sender transmits, or sends, the message through some channel, such as a verbal or written medium.
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Interpersonal Communication
The receiver decodes the message (e.g., reads it) and attempts to interpret the senders meaning. The receiver may provide feedback to the sender by encoding a message in response to the senders message.

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Interpersonal Communication
Noise
interference in the system blocks perfect understanding.

Examples of Noise
ringing telephones thoughts about other things simple fatigue or stress.

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OneOne -Way versus TwoTwo-Way Communication

One-way communication
A process in which information flows in only one directionfrom the sender to the receiver, with no feedback loop.

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A Model of OneOne-Way Communication

Figure 15.1

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OneOne -Way versus TwoTwo-Way Communication

Two-way communication
A process in which information flows in two directionsthe receiver provides feedback, and the sender is receptive to the feedback.

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Question
___________ is the process of withholding, ignoring, or distorting information
A. B. C. D. Perception Filtering Acuity Discernment

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Communication Pitfalls
Perception
The process of receiving and interpreting information

Filtering
The process of withholding, ignoring, or distorting information

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What Do I Do if They Dont Speak My Language?

Table 15.1
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What Do I Do if They Dont Speak My Language?

Table 15.1

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Oral and Written Channels

Oral communication
includes face-to-face discussion, telephone conversations, and formal presentations and speeches

Written communication
includes e-mail, memos, letters, reports, computer files, and other written documents

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Oral Communication
Advantages
Questions can be asked and answered Feedback is immediate and direct More persuasive

Disadvantages
It can lead to spontaneous, illconsidered statements (and regret) There is no permanent record of it

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Written Communication
Advantages
Message can be revised several times Permanent record that can be saved Message stays the same even if relayed through many people Receiver has more time to analyze the message

Disadvantages
Sender has no control over where, when, or if the message is read Sender does not receive immediate feedback Receiver may not understand parts of the message

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Information Overload

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Electronic Media
Web 2.0
A set of Internet-based applications that encourage user-provided content and collaboration social networking, podcasts, RSS, and wikis

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Advantages of Electronic Communication

1. The sharing of more information 2. The speed and efficiency in delivering routine messages to large numbers of people across vast geographic areas 3. Can reduce time and expenses devoted to traveling, photocopying, and mailing

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Disadvantages of Electronic Communication

1. Difficulty of solving complex problems that require more extended, face-to-face interaction 2. Inability to pick up subtle, nonverbal, or inflectional clues about what the communicator is thinking or conveying 3. Electronic messages sometimes are monitored or seen inadvertently by those for whom they are not intended

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Virtual Office
Virtual office
A mobile office in which people can work anywhere, as long as they have the tools to communicate with customers and colleagues.

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Media Richness
Media richness
The degree to which a communication channel conveys information.

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What Communication Channel Would You Use?

Table 15.2
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Suggested Media Choices

Table 15.3

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Adding Power to Your Presentation

Table 15.4

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Adding Power to Your Presentation

Table 15.4

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Nonverbal Skills
1. Use time appropriately 2. Make your office arrangement conducive to open communication 3. Remember your body language

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Listening
Reflection
Process by which a person states what he or she believes the other person is saying

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Ten Keys to Effective Listening

Find an area of interest Judge content, not delivery Hold your fire Listen for ideas Be flexible Resist distraction Exercise your mind. Keep your mind open Capitalize on thought speed Work at listening

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Organizational Communication
Downward communication
Information that flows from higher to lower levels in the organizations hierarchy

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Information Loss in Downward Communication

Figure 15.2

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Organizational Communication
Coaching
Dialogue with a goal of helping another be more effective and achieve his or her full potential on the job.

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Organizational Communication
Open-book management
Practice of sharing with employees at all levels of the organization vital information previously meant for managements eyes only

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Organizational Communication
Upward communication
Information that flows from lower to higher levels in the organizations hierarchy.

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Question
What is the social network of informal communications? A. Second Life B. Facebook C. Grapevine D. Scuttlebutt

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Informal Communication
Grapevine
the social network of informal communications. provides people with information helps them solve problems teaches them how to do their work successfully

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Boundarylessness
Boundaryless organization
Organization in which there are no barriers to information flow implies information available as needed moving quickly and easily enough so that the organization functions far better as a whole than as separate parts.

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Organizational Communication
Horizontal communication
Information shared among people on the same hierarchical level allows sharing of information, coordination, and problem solving among units helps solve conflicts provides social and emotional support to people.

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Destination CEO: Bank of America

What communication What issues will Bank of communication America deal with as pitfalls might exist at they expand Bank of America? internationally?

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