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Copyright 2011 by the McGraw-Hill Companies, Inc. All rights reserved.McGraw-Hill/I rwin
Communication
Chapter 13
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Learning Objectives
Explain the elements in the communicationprocess
Compare the four major directions ofcommunication
Describe the role played by interpersonalcommunication in organizations
Discuss multicultural communication
Identify barriers to effective communication Describe ways in which communication in
organizations can be improved
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Introduction
Planning, organizing, leading, and controllingall involve communicative activity
The glue that holds organizations together
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The Importance of Communication
Communicationhelps
organizations
Accomplish individual andorganizational goals
Implement and respond toorganizational change
Coordinate activities
Engage in virtually allorganizational relevant behaviors
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The Importance of Communication
Communicationbreakdowns are
pervasive
Ineffective communication =ineffective organizations
Problems arisewhen Directives are misunderstood
Kidding leads to anger
Informal remarks are distorted
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The Importance of Communication
Communication itself is unavoidable in a
functioning organization
Only effective communication is avoidable Everything one does communicates something,
in some way, to somebody
The only question is, With what effect?
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The Communication Process
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How Communication Works
Effective communication
Common understanding betweena communicator and a receiver
Verbal or nonverbal common symbols are used
to convey information In an organizational, information flows
Vertically
Horizontally Diagonally
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The Elements of Communication
Communicator:
a person with ideas,intentions, information,and a purpose forcommunicating
Message: an idea orexperience that a senderwants to communicate
Encoding: converting a
message into groups ofsymbols that representideas or concepts
Medium of transmission:
the carrier of the message
Decoding-Receiver:technical term for thereceivers thought
processes Feedback: the receivers
response to the sendersmessage
Noise: factors that distortthe intended message
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Nonverbal Communication
Messages sent via physical signals Head, face, and eye movements, posture,
physical distance, gestures, voice tone, andclothing choices
Influenced by such factors as gender and race
Just as important as verbal communication
Sometimes more so
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Nonverbal Communication
Can be difficultto suppress
More apparent toobservers than
communicators
Can contradictverbal messages
Unique Qualities
Susceptible tomultiple
interpretations
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Nonverbal Message Research Findings
Facial expressions and eye contact and movementsprovide information about emotions
Physical cues indicate emotional intensity
Communicators often send more informationthan is obtained in verbal messages
When verbal and nonverbal messages conflict,receivers place more faith in nonverbal cues
The human face displays 250,000 expressions
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Communicating Within Organizations
Includes job instructions, memos, policy statements,procedures, manuals, company publications
Often incomplete, inadequate, and inaccurate
Flows from higher levels in the hierarchy to thosein the lower levels
Downward Communication
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Communicating Within Organizations
Decision Stages
Speculate
Digest
Deliberate
Draw conclusion
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Communicating Within Organizations
Upward Communication Communicator is at lower level than receiver
Includes suggestion boxes, group meetings,and appeal or grievance procedures
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Functions of Upward Communication
Provides managers feedback about problems,organizational issues, day-to-day operations
Is managements primary source of feedback
Relieves employee tension by allowing lower-
level organization members to share relevantinformation with superiors
Encourages employees participation and
involvement, thereby enhancing organizationalcohesiveness
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Horizontal Communication
Overlooked in most organizational designs
Necessary for coordination and integrationof diverse organizational functions
Often necessary for coordination
Can provide social need satisfaction
Facilitation often left to individual managers
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Communicating Within Organizations
Least-used channelof communication
DiagonalCommunication
Important where memberscannot communicate effectively
through other channels
Sometimes the most efficientcommunication method, in terms of
time and money
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Communicating Within Organizations
Communicating Externally
Present products, services, positive image
Attract employees
Gain attention Typically used for
Public relations
Advertising Promoting
Customer/client/patient surveys
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Information Richness
The amount of information that can betransmitted or communicated effectively
Face-to-face interactions are high in richness
A general email to employees is low in richness
A medium with high richness
Likely to result in common understanding
Real time communication permits instant
feedback
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Common Communication Media
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How Technology Affects Communication
Videoconference
Smart Phones
Internet/Intranet/Extranet
Teleconference
Email, Messaging
eMeeting/Collaboration
Voice Mail
Social Networks
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Intranet Versus Extranet
Intranet
Private, protected
electroniccommunicationsystem within anorganization
Used to
communicateproprietary andorganization-specific information
Extranet
Connects employees
with individualsexternal to theorganization
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Dangers of Email Use
Unedited, poorly written messages
Lack of privacy
Erased messages can remain on disk drives
Hard to maintain email files that adhereto recordkeeping standards
Messages are often monitored
Ineffective for complex data and information
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Instant Messaging
Instant messaging Real-time communication among geographically
dispersed employees
Inexpensive alternative to phone calls and travel
Offers a document trail
Integration with voice and video
Demands the immediate attention of its users
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Text Messaging
Less expensive
Less spam
Texting competes withtraditional marketing
Favored by young consumers
95% of text messages are read
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Social Networking Sites
Facebook, MySpace, LinkedIn Rapidly becoming part of communication fabric
Used for a variety of purposes
Not exclusive to the young
Increasingly monitored by businesses
Powerful communication tool that can reacharound the world in seconds
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Smart Phones
Wireless smart phones 84% of Americans had cell phones in 2007
Smart phones are trying to overtake the market
Gives 24-7 access to email, text, apps, and theInternet
Increased need to stay connected withcolleagues, customers, and other stakeholders
Stores addresses, phone numbers, customerprices, and other critical data
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Voice Mail
Recorded messages account for 90% of
telephone communication in organizations
Voice mail is more popular than email
Messages are delivered without interruption Communicators can focus on the reason
for the call
Voice mail minimizes inaccurate message-taking and time zone barriers
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Voice Mail Best Practices
Organize thoughts before picking up the phone
Identify a specific, brief request
State your name, the time and date, yourcompany name, and the reason for the call
Be precise and keep the message simple
Say what you would like the receiver to do
Give a reason for the request
Say thank you
Finish with Feel free to call me at
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Videoconferencing and Teleconferencing
Videoconferencing
Refers to technologies associated with viewing
Teleconferencing
Refers to technologies associated with speaking
Both allow meetings without getting
together face-to-face
Increases productivity and reduces travel costs
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Electronic Meetings
Using software and networked computersto automate meetings
Facilitators can poll meeting participants,analyze voting results, create detailed reports
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Electronic Meetings
Overloading employees with new toys,
additional information, and technologies
Can reduce efficiency
Social interaction is lost
Most verbal and nonverbal cues are omitted
Anonymity and de-personalization are concerns
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Interpersonal Communication
Communication flows from person to
person in face-to-face and group meetings
Includes instant messaging, video-conferencing
Varies from direct orders to casual expressions
Includes both verbal and nonverbal formsof communication
Communication problems are tied to
Perceptual differences
Interpersonal style differences
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Multicultural Communication
Words
SpaceTime
Behavior
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Barriers to Effective Communication
Frame of Reference
Selective Listening
Value Judgments
Source Credibility
Filtering
In-Group Language
Status Differences
Time Pressures
Communication
Overload
C O
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Improving Communication in Organizations
To become a better communicator
Strive to be understood
Strive to understand
T h i I C i i
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Techniques to Improve Communications
Empathy
Following up
Repetition
Regulatinginformation flow
Encouragingmutual trust
Utilizingfeedback
Effective timing Simplifyinglanguage Using thegrapevine
P ti Ethi l C i ti
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Promoting Ethical Communications
Kreps principles for internal organizational
communications
Do not intentionally deceive another
Do not purposely harm an organization member
Treat organizational members justly
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P ti Ethi l C i ti
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Promoting Ethical Communications
Outcomes of competitive intelligencelinkages
Loss of competitive advantage and market share
Increased research and development costs
Higher insurance premiums
Used properly and ethically, competitiveintelligence can
Speed a firms reaction to changes Help outmaneuver competitors
Protect a firms own secrets
N i th C i ti G
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Narrowing the Communication Gap