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Slide 2Page 196
What Is Communication?
The transfer and understanding of meaning.
Transfer means the message is transmitted in a form that can be interpreted* by the receiver.
Understanding is “getting the picture”; it is not the same as simply receiving or agreeing with the message.
*Interpretation = A mental representation of the meaning.
Slide 3Page 197
What Is Communication?
Interpersonal Communication
Communication between two or more people
Organizational Communication
All the patterns, networks, and systems of communication within an organization
Slide 4Page 197
Interpersonal Communication Process
The seven elements of the communication process:SourceMessageEncodingChannelDecodingReceiverFeedback
Slide 5Page 197
Interpersonal Communication Process
• SourceThe sender who initiates the message.
• MessageThe intended meaning or purpose to be conveyed.
• EncodingThe message converted into symbolic form. In
written/printed, verbal or nonverbal actions.
• ChannelThe medium used to transmit the message. (face-
to-face, e-mail, telephone, etc…)
Slide 6Page 198
Interpersonal Communication Process
• DecodingThe receiver’s retranslation of the symbols (visual
and/or auditive) into a form that he/she can understand.
• ReceiverThe individual to whom the message is directed.
• FeedbackThe response from the receiver to the sender that
provides knowledge on whether understanding has been achieved.
Slide 7Page 197
Interpersonal Communication Process
The entire process is likely to be affected by
Noise:Anything that distorts the message and interferes
with understanding. E.g.…. Illegible print
Inattention by the receiver
Background sounds
Limited writing, oral, or listening skills
Attitudes
Sociocultural differences
Slide 9Page 198
Interpersonal Communication Methods
• Face-to-face• Telephone• Group meetings• Formal presentations• Memos• Traditional Mail• Fax machines• Employee publications• Bulletin boards• Audio- and videotapes
• Hotlines• E-mail• Computer conferencing• Voice mail• Teleconferences• Videoconferences
Slide 10Page 201
Interpersonal Communication
Nonverbal Communication:
• Communication that is transmitted without words.Body language: Gestures, facial expressions, and
other body movements that convey meaning. Situational behaviors that convey meaning
Clothing and physical surroundings that imply status
Images that control or encourage behaviors
Verbal intonation: Emphasis that a speaker gives to certain words or phrases that conveys meaning. It is not “what” you say, but “how” you say it!
Slide 11Page 202
Barriers to Effective Interpersonal Communication
• FilteringThe deliberate manipulation of information to make
it appear more favorable to the receiver.
• Emotions Interpreting messages differently, depending on
whether we’re happy or distressed.
• Information OverloadThe quantity of information we have to work with
exceeds our capacity to process it.
Slide 12Page 204
Barriers to Effective Interpersonal Communication
• DefensivenessWhen feeling threatened, people react in ways that
reduce their ability to achieve mutual understanding.
• LanguageWords mean different things to different people.
Senders tend to assume that words they use mean the same to the receiver as they do to them.
• National CultureCulture influences the form and patterns of
communication and affect the ways managers communicate.
Slide 13Page
Interpersonal Communication Barriers
DefensivenessDefensiveness
NationalNationalCultureCulture EmotionsEmotions
Information Information OverloadOverload
Interpersonal Interpersonal CommunicationCommunication
LanguageLanguage
FilteringFiltering
Slide 14Page 205
Overcoming the Barriers to Effective Interpersonal Communications
• Use Feedback• Simplify Language
• Constrain Emotions• Watch Nonverbal Cues
• Listen Actively
Slide 15Page 205
Overcoming the Barriers to Effective Interpersonal Communications
• Use FeedbackFeedback can be verbal or nonverbalAsk questionsLook for general comments
• Simplify LanguageChoose words, and structure messages to
make them understandable to the receiver
Slide 16Page 205
Overcoming the Barriers to Effective Interpersonal Communications
• Constrain EmotionsWhen upset, refrain from communicating
until you have regained calmness
• Watch Nonverbal CuesWatch your actions and gestures (cues) to
make sure they convey the desired message
Slide 17Page 205
Overcoming the Barriers to Effective Interpersonal Communications
• Listen ActivelyPlace yourself in the sender’s position to
improve understanding of the message contentListen to full meaning without making premature
(too soon) interpretations (a mental representation of the
meaning).The average person speaks at a rate of 125 to
200 words per minute. The average listener can comprehend up to 400 words per minute. That leaves a lot of time for the mind to be distracted.
Slide 18Page 206
Exhibit 10.4Exhibit 10.4
Active Listening Behaviors
Source: Based on P.L. Hunsaker, Training in Management Skills (Upper Saddle River, NJ: Prentice Hall, 2001).
Slide 19Page 207
Types of Organizational Communication
• Formal CommunicationCommunication that
follows the official chain of command or is part of the communication required to do one’s job.
• Informal CommunicationCommunication that is
not defined by the organization’s hierarchy. Permits employees to
satisfy their need for social interaction.
Can improve an organization’s performance by creating faster and more effective channels of communication.
Slide 20Page 207
Direction of Communication Flow
• Downward CommunicationCommunication that flow from managers to
employees. To inform, direct, coordinate, and evaluate employees.
• Upward CommunicationCommunication that flow from employees to
managers. It keeps managers aware of employees’ needs, how
they feel about their jobs and how things can be improved.
Slide 21Page 207
Direction of Communication Flow
• Lateral (Horizontal) CommunicationCommunication that takes place among any
employees on the same organizational level. It saves time and facilitates coordination. Cross-functional teams rely on this form of
communication.
Diagonal CommunicationCommunication that cuts across both work areas
and organizational levels. It improves efficiency and speed.
Slide 23Page 209
Types of Communication Networks
• Chain NetworkCommunication flows according to the formal
chain of command, both downward and upward.
• Wheel NetworkCommunication flows to and from a leader to
others in a work team.
• All-Channel NetworkCommunication flows freely among all members
of a work team.
Slide 24Page 209
Exhibit 10.5Exhibit 10.5
Three Common Organizational Communication Networks and How They Rate on Effectiveness
Criteria
Slide 25Page 209
The Grapevine
• An informal network of communication that is active in almost every organization. It helps managers identify issues that concern
employees.Managers can in turn use the grapevine to
disseminate information they consider importantManagers can minimize the negative consequences
of rumors by communicating openly and honestly with employees in situations where they may not like managerial actions.
Slide 26Page 211
Current Communication Issues
•Gripe Sites:A gripe site or “complaint” site is a website
devoted to criticisms and complaints of an organization.
Managers should view them as a source of information. They can uncover employee important issues. They provide a way to judge the mood of the
workforce. They can be viewed as a means of upward
communication.
Slide 27Page 211
Current Communication Issues
•Gripe Sites
Managers might respond by posting messages on the gripe site to clarify misinformation.
Managers might take actions to correct problems that have been written about.
Slide 28Page 211
Current Communication Issues
• Managing the Organization’s Knowledge Resources
Making it easy for employees to communicate and share their knowledge so they can learn from each other ways to do their jobs more effectively and efficiently.
Build online information databases that employees can access.
Create “communities of practice”. Groups of people who share a concern, a set of
problems or interest about a topic and who interact with each other regularly to improve their knowledge and expertise in that area. Strong interaction can be maintained through web sites, e-mail and video-conferencing.
Slide 29Page 212
Communication and Customer Service
Communication has a significant impact on a customer’s satisfaction with the service.Managers need to make sure that employees who
interact with customers are communicating effectively with those customers.Train employees to listen actively and respond to
the customer.Make sure information needed to deal with
customers issues is readily available.Managers need to develop a strong service culture
focused on the personalization of service to each customer.
Slide 30Page 213
“Politically Correct” Communication
Certain words can stereotype, intimidate and insult individuals. How to communicate with someone who isn’t like us?
We must be sensitive to how certain words might offend others
However, choose words carefully to maintain as much clarity as possible in communicating.
Sears tells its employees that when talking with a customer in a wheelchair, employees place themselves at the customer’s eye level by sitting down to make it more comfortable for everyone.
Slide 31Page 194
C H A P T E R R E V I E W 1/3
Understanding Communications (slides 2, 3)
• What are the two important parts of the definition of communication?
• Differentiate between interpersonal and organizational communication.
The Process of Interpersonal Communications (slides 5, 6, 9~12, 14)
• Describe the seven elements 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.
Slide 32Page 194
C H A P T E R R E V I E W 2/3
Organizational Communication (slides 19~21, 23, 25)
• Contrast formal and informal communication.
• Explain how communication can flow in an organization.
• Describe the three common communication networks.
• Discuss how managers should handle the grapevine.
Slide 33Page 194
C H A P T E R R E V I E W 3/3
Communication Issues in Today’s Organization (slides 26~30)
• Discuss how Internet employee gripe sites affect communication.
• Explain how organizations can manage knowledge.
• Explain why communicating with customers is an important managerial issue.
• Describe how political correctness is affecting communication.