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communication
Organizational,
Interpersonal, andGroup Communication
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Communication
Defined as the exchange
of meanings between
and among individualsthrough a shared system
of symbols (verbal and
nonverbal) that have the
same meaning for both
the sender and the
receiver of the message
(Vestal, 1995)
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Channels of
Communication
Upward
allow employee input staff satisfaction high
supervisor passes up
bias and filtering
increase as informationpasses upward
staff meetings,
suggestion box
Downward
traditional
primarily directive satisfaction less for
subordinate
employee handbook,
reports, job descriptions
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Variables Affecting
Organizational Communication
Spatial distance
Different subgroups orsubcultures
Differing authority and
work structures Organizations are in a
constant state of flux
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Organizational Communication
Strategies Understand the structure of the
organization.
Communication is not a one-waychannel.
Keep communication clear, concise,and simple.
Sender should seek feedback
regarding accuracy. Use multiple communication
methods.
Dont overwhelm with unnecessaryinformation.
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The Communication
Process
Internal Climate
Values
Feelings
Temperament
Stress levels of
sender and receiver
External Climate
Weather conditions
Temperature
Timing
Organizational climate Status, power, andauthority as barriers tomanager-subordinate
communication
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Communication Modes
1. Written
communication2. Verbal
communication
3. Nonverbalcommunication
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Grapevine Communication
Flows haphazardly among people
at all levels of the hierarchy and
usually involves 3 to 4 people at a
time
Subject to error and distortion
because of the speed at which it
passes
Sender has little formal
accountability for the accuracy of
the message
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Telephone Communication
Rapid
Allows receiver toclarify message attime it is received
Does not, however,allow the receipt ofnonverbal messagesfor either the senderor the receiver
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Guidelines for Writing
Effective Memos Memos should make the main
point in the beginning.
Only essential informationshould be included in thememo.
The memo should be written
simply, without inflated orauthoritarian language.
Headings should be used in thememo to direct the reader to
specific issues.
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Listening
The average person spends
70% of his or her time
listening, but only 33% ofmessages are retained.
Good listening skills are as
important as good verbal skills
to the manager.
Good listening skills take
ongoing effort.
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Nonverbal Communication
Clues Space
Environment
Outward appearance
Eye contact
Body posture
Gestures
Facial expression
Timing
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Interpersonal Communication
Other interpersonal
communication skills
Nonverbal
communication
Assertive
communication Listening skills
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Assertive Communication
A way of
communicating that
allows people toexpress themselves
in direct, honest,
and appropriateways that do not
infringe on another
persons rights
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Passive Communication
Occurs when a
person suffers in
silence, althoughhe or she may feel
strongly about the
issue Nonassertive
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Aggressive Communication
Expressing oneselfin a direct and
often hostilemanner thatinfringes onanother persons
rights
Generally orientedto winning at all
costs
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Passive-Aggressive
Communication An aggressive
message presented
in a passive way
Limited verbal
with incongruentnonverbalbehavior
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Misconceptions and Myths
about Assertiveness All behavior is either assertive or
passive.
To get what you want, all you have todo is be assertive.
Being assertive will:
Increase the odds of getting what youwant
Increase your self-esteem To be assertive is to be aggressive.
Assertiveness is unfeminine.
Assertive communication is rude orinsensitive.
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Virtual Communication
Electronic mail
Fax Teleconferencing
Pagers
Internet CD-ROM
Networked systems
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Confidentiality
Confidentiality is
expected regarding
sensitive personalcommunications
between managers
and subordinates.
Computerized
patient records
require
confidentiality.