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General Management
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L E A R N I N G O U T L I N EFollow this Learning Outline as you read and study this chapter.
Understanding Communications
Differentiate between interpersonal and organizational
communication.
Discuss the functions of communication.
The Process of Interpersonal Communications
Explain all the components of the communication
process.
List the communication methods managers might use.
Describe nonverbal communication an how it takes place. Explain the barriers to effective interpersonal
communication and how to overcome them.
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L E A R N I N G O U T L I N E (contd)Follow this Learning Outline as you read and study this chapter.
Organizational Communication
Explain how communication can flow in an organization.
Describe the three common communication networks.
Discuss how managers should handle the grapevine.
Understanding Information Technology
Describe how technology affects managerial
communication.
Define e-mail, instant messaging, voice-mail, fax, EDI,teleconferencing, videoconferencing, intranet, and
extranet.
Explain how information technology affects organizations.
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L E A R N I N G O U T L I N E (contd)Follow this Learning Outline as you read and study this chapter.
Communication Issues in Todays Organization
Discuss how Internet employee gripe sites affect
communication.
Explain how organizations can manage knowledge.
Explain why communicating with customers is an
important managerial issue.
Explain how political correctness is affecting
communication.
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What Is Communication?
Communication
The transferandunderstandingofmeaning.
Transfermeansthe message wasreceivedinaform
thatcan be interpreted by the receiver.
Understandingthe message isnotthe same asthe
receiveragreeing with the message.
InterpersonalCommunication
Communication betweentwoormore people
OrganizationalCommunication
Allthe patterns,network,andsystemsof
communications withinanorganization
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Four Functions of Communication
Functions ofFunctions of
CommunicationCommunication
ControlControl MotivationMotivation
EmotionalEmotional
ExpressionExpressionInformationInformation
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Functions of Communication
Control
Formalandinformalcommunicationsacttocontrol
individuals behaviorsinorganizations.
MotivationCommunicationsclarify foremployees whatisto
done, how wellthey have done it,and whatcan be
done toimprove performance.
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Functions of Communication (contd)
EmotionalExpression
Socialinteractioninthe formofworkgroup
communicationsprovidesa way foremployeesto
expressthemselves.
Information
Individualsand workgroupsneedinformationto
make decisionsortodotheirwork.
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Interpersonal Communication
Message
Source: sendersintendedmeaning
Encoding
The message convertedtosymbolicform Channel
The mediumthrough which the message travels
Decoding
The receiversretranslationofthe message
Noise
Disturbancesthatinterfere with communications
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Exhibit 11.1Exhibit 11.1
The Interpersonal Communication Process
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Distortions in Communications
Message Encoding
The effectofthe skills,attitudes,andknowledge of
the senderonthe processofencodingthe message
The social-culturalsystemofthe sender
The Message
Symbolsusedtoconvey the messagesmeaning
The contentofthe message itself
The choice ofmessage formatNoise interfering with the message
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Distortions in Communications (contd)
The Channel
The senderschoice ofthe appropriate channelor
multiple channelsforconveyingthe message
ReceiverThe effectofskills,attitudes,andknowledge ofthe
receiveronthe processofdecodingthe message
The social-culturalsystemofthe receiver
Feedback LoopCommunicationchanneldistortionsaffectingthe
returnmessage fromreceivertosender
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Interpersonal Communication Methods
Face-to-face
Telephone
Groupmeetings
Formalpresentations
Memos
TraditionalMail
Faxmachines
Employee publications Bulletin boards
Audio- andvideotapes
Hotlines
Computerconferencing
Voice mail
Teleconferences
Videoconferences
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Evaluating Communication Methods
Feedback
Complexity capacity
Breadth potential
Confidentiality
Encoding ease
Decoding ease
Time-space constraint
Cost
Interpersonal warmth
Formality
Scanability
Time consumption
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Interpersonal Communication (contd)
NonverbalCommunication
Communicationthatistransmitted without words.
Sounds with specificmeaningsorwarnings
Imagesthatcontrolorencourage behaviorsSituational behaviorsthatconvey meanings
Clothingandphysicalsurroundingsthatimply status
Body language: gestures,facial expressions,and
otherbody movementsthatconvey meaning.
Verbal intonation: emphasisthataspeakergivesto
certain wordsorphrasesthatconveysmeaning.
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Interpersonal Communication Barriers
DefensivenessDefensiveness
NationalNationalCultureCulture EmotionsEmotions
InformationInformationOverloadOverload
InterpersonalInterpersonal
CommunicationCommunicationLanguageLanguage
FilteringFiltering
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Barriers to Effective Interpersonal
Communication Filtering
The deliberate manipulationofinformationtomake it
appearmore favorable tothe receiver.
Emotions
Disregardingrationalandobjective thinking
processesandsubstituting emotional judgments
wheninterpretingmessages.
Information Overload
Beingconfronted with a quantity ofinformationthat
exceedsanindividualscapacity toprocessit.
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Barriers to Effective Interpersonal
Communication (contd) Defensiveness
Whenthreatened,reactingina way thatreducesthe
ability toachieve mutualunderstanding.
Language
The differentmeaningsofandspecialized ways
(jargon)in which sendersuse wordscancause
receiverstomisinterprettheirmessages.
NationalCulture
Culture influencesthe form,formality,openness,
patternsanduse ofinformationincommunications.
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Overcoming the Barriers to Effective
Interpersonal Communications
Use Feedback
Simplify Language
ListenActively
ConstrainEmotions
Watch NonverbalCues
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Exhibit 11.3Exhibit 11.3
Active Listening Behaviors
Source: Basedon P.L.Hunsaker,Training in Management
Skills (UpperSaddle River,NJ: Prentice Hall, 2001).
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Types of Organizational Communication
FormalCommunication
Communicationthatfollowsthe officialchainof
commandorispartofthe communicationrequiredto
doones job.
InformalCommunication
Communicationthatisnotdefined by the
organizations hierarchy.
Permits employeestosatisfy theirneedforsocial
interaction.
Canimprove anorganizationsperformance by creating
fasterandmore effective channelsofcommunication.
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Communication Flows
LateralLateralDD
oowwnnwwaarrdd
UUppwwaarrdd
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Direction of Communication Flow
Downward
Communicationsthatflow frommanagersto
employeestoinform,direct,coordinate,and evaluate
employees.
Upward
Communicationsthatflow from employeesupto
managerstokeepthemaware ofemployee needs
and how thingscan be improvedtocreate aclimate
oftrustandrespect.
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Direction of Communication Flow
(contd) Lateral (Horizontal)Communication
Communicationthattakesplace among employees
onthe same levelinthe organizationtosave time and
facilitate coordination.
DiagonalCommunication
Communicationthatcutsacross both workareasand
organizationallevelsinthe interestofefficiency and
speed.
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Types of Communication Networks
ChainNetwork
Communicationflowsaccordingtothe formalchainof
command, both upwardanddownward.
W
heelNetworkAllcommunicationflowsinandoutthrough the group
leader (hub)toothersinthe group.
All-ChannelNetwork
Communicationsflow freely amongallmembersofthe workteam.
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Exhibit 11.4Exhibit 11.4
Three Common Organizational Communication
Networks and How They Rate on Effectiveness
Criteria
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The Grapevine
Aninformalorganizationalcommunication
networkthatisactive inalmost every
organization.
Providesachannelforissuesnotsuitable forformal
communicationchannels.
The impactofinformationpassedalongthe grapevine
can be countered by openand honestcommunication
with employees.
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Information Technology
BenefitsofInformation Technology (IT)
Increasedability tomonitorindividualandteam
performance
Betterdecisionmaking basedonmore complete
information
More collaborationand
sharingofinformation
Greateraccessibility
tocoworkers
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Information Technology (contd)
NetworkedComputerSystems
Linkingindividualcomputerstocreate
anorganizationalnetworkfor
communicationandinformationsharing.
Instantmessaging
Voice-mail
Faxmachines
ElectronicDataExchange (EDI)
Teleconferencing
Videoconferencing
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How IT Affects Organization
Removesthe constraintsoftime anddistance
Allows widely dispersed employeesto worktogether.
Providesforthe sharingofinformation
Increases effectivenessand efficiency. Integratesdecisionmakingand work
Providesmore complete informationandparticipation
forbetterdecisions.
Createsproblemsofconstantaccessibility toemployees
Blursthe line between workandpersonallives.
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Current Communication Issues
Beingconnectedversus beingconcerned
ManagingInternetgripe sitesasavaluable resource
forunique insightsintothe organization.
Employee complaints (hot-buttonissues)
Customercomplaints
RespondingtoInternetgripe sites
Recognizedthemasavaluable source ofinformation.
Postmessagesthatclarify misinformation.
Take actiontocorrectproblemsnotedonthe site.
Setupaninternalgripe site.
Continue tomonitorthe publicgripe site.
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Current Communication Issues (contd)
Managingthe Organizations Knowledge
Resources
Buildonline informationdatabasesthat employees
canaccess.
Create communitiesofpracticeforgroupsofpeople
whoshare aconcern,share expertise,andinteract
with each other.
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Communication and Customer Service
CommunicatingEffectively with Customers
Recognize the three componentsofthe customer
service delivery process:
The customer
The service organization
The service provider
Developastrongservice culture focusedonthe
personalizationofservice to each customer.
Listenandrespondtothe customer.
Provide accesstoneededservice information.
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Politically Correct Communication
Donotuse wordsorphrasesthatstereotype,
intimidate,oroffendindividuals basedontheir
differences.
However,choose wordscarefully tomaintainasmuch clarity aspossible incommunications.
