Because learning changes everything CHAPTER 9 Communication in
Because learning changes everything. ® CHAPTER 9 Communication in the Digital Age © 2021 Mc. Graw Hill. All rights reserved. Authorized only for instructor use in the classroom. No reproduction or further distribution permitted without the prior written consent of Mc. Graw Hill.
After reading this chapter you should be able to: 9. 1 Describe how the communication process works. 9. 2 Identify the key aspects of interpersonal communication. 9. 3 Explain how gender and age affect the communication process. 9. 4 Describe how using social media can increase your effectiveness at work. 9. 5 Explain how communication skills can increase your effectiveness. 9. 6 Describe the implications of chapter content for you and managers. © Mc. Graw Hill
Basic Dimensions of the Communication Process Why is communication important? • Every managerial function and activity involves some form of direct or indirect communication. • Every person’s communication skills affect both personal and organizational effectiveness. © Mc. Graw Hill
Figure 9. 2 Communication Process in Action Access the text alternate for slide image. © Mc. Graw Hill (left): Wolf/Fuse/Getty Images; (right): paffy/Shutterstock
Sender, Message, Receiver 1 Communication begins when the sender encodes an idea or thought. • This involves translating thoughts into code or language others can understand. • Sender selects the medium for the message. • Examples include face-to-face, telephone, email, charts and graphs, social media. © Mc. Graw Hill
Sender, Message, Receiver 2 Receivers decode and create meaning: • After receiving a message. • Process of interpreting and making sense of a message. • Can be influenced by cultural norms and values. Feedback. • The receiver’s reaction to the sender’s message. Noise. • Anything that interferes with the transmission and understanding of a message. © Mc. Graw Hill
Selecting the Right Media Richness. • The capacity of a given communication medium to convey information and promote understanding. Four factors affect media richness: 1. Speed of feedback. 2. Channel. 3. Type. 4. Language source. © Mc. Graw Hill
Test Your OB Knowledge 1 George is the CEO of Big Sky Travel Corporation. He needs to convey bad news to his employees. The best medium to communicate the news is most likely: A. e-mail. B. text. C. face-to-face. D. memo. E. telephone. © Mc. Graw Hill
Key Communication Competencies Non-verbal. • For example, body movements, touch, facial expressions, and eye contact. Active listening. • The process of actively decoding and interpreting verbal messages. • Requires cognitive attention and information processing unlike hearing. Non-defensive listening. • Avoiding defensive language from either party, which can foster inaccurate and inefficient information. © Mc. Graw Hill
More on Active Listening styles. • Active: • I am fully invested. • Involved: • I am partially invested. • Passive: • Not my responsibility. • Detached: • I’m disinterested. Tips for effective listening. • Show respect. • Listen from the first sentence. • Be mindful. • Keep quiet. • Ask questions. • Paraphrase and summarize. • Remember what was said. • Involve your body. © Mc. Graw Hill
Test Your OB Knowledge 2 Susan attended her company’s annual meeting where she was not very interested in the presentation and did not try to receive and decode the messages. What is Susan’s likely listening style? A. Active. B. Detached. C. Involved. D. Defensive. E. Passive. © Mc. Graw Hill
Gender, Generations, and Communication What is linguistic style? • Characteristic speaking pattern where we: • Use culturally learned signals to communicate what we mean. • Interpret others’ meaning. • Evaluate one another as people. © Mc. Graw Hill
Gender Differences in Communication Female perspective. Male perspective. • Focus on rapport and relationships. • Expected to communicate more aggressively. • Seek and give confirmation and support. • Hide emotions. Competing explanations for why men and women are thought to communicate differently. • Inherited biological differences (evolutionary psychology). • Social role theory. © Mc. Graw Hill
Generational Differences in Communication Current workplace involves people from four generations. Different generations favor different media. Different generations hold different norms and expectations for communication. © Mc. Graw Hill
Improving Communication Clarify communication expectations and norms. Make sure people get credit for their ideas and not their gender. Use a variety of communication tools. Be aware of implicit bias. © Mc. Graw Hill
Test Your OB Knowledge 3 Brittany prefers to communicate via e-mail, IM, and text messaging, and tends to avoid telephone calls. What generation does Brittany most likely belong to? A. Traditionalists. B. Baby Boomers. C. Gen Xers. D. Millennials. E. the Great Generation. © Mc. Graw Hill
Social Media at Work The driving force behind technology including social media is the desire to boost productivity. Employer productivity. Employee productivity. • Connect in real time and • Increased job satisfaction and better work-life balance. over distances with stakeholders. • Connect sources of knowledge across the organization. • Expand open traditional boundaries to involve outsiders in problem solving • Performance and retention. • More creativity and collaboration. © Mc. Graw Hill
Costs of Social Media Lost productivity due to cyberloafing (using the Internet at work for personal use) is a primary concern for employers in their adoption of social media. How do employees waste time on social media? • 50% talking on the phone or texting. • 39% surfing the Internet. • 38% on social media. • 23% are sending personal email. © Mc. Graw Hill
Social Media Policy Concerns: Blocking Access Given concerns over cyberloafing and lost productivity some organizations are turning to blocking access. Downside to restricting access: • Alienate employees. • Fairness. • Perceptions of lack of trust. © Mc. Graw Hill
Social Media Policy Concerns • Create safe channels for employees to air their concerns. • Clarify what is confidential. Effective policies should: • Outline consequences for violations. • Identify spokesperson. • Discuss appropriate ways to engage others. • Explain what is illegal. • Align social policy with organizational culture. • Educate employees. © Mc. Graw Hill
Privacy Concerns – What Can Employers Do? Employers and their employees have reputations which are built over time and can be extremely consequential professionally. What can employers do? • Communicate what personal information from mobile devices is accessed by the employer. • Ensure employees understand what is accessible depending on the operating system used. • Create and communicate clear and sensible policies regarding potential employer actions regarding information on employees’ mobile devices. © Mc. Graw Hill
Test Your OB Knowledge 4 Sally is the CIO of Picture Perfect Corporation. She would like to maximize the benefits of using social media for PPC. Sally should do which of the following? A. Do not let employees know what is illegal and then prosecute them if they commit an illegal act. B. Tell employees they are entitled to privacy when using social media. C. Use social media for identifying and engaging potential employees. D. Do not have a separate strategic social media policy. © Mc. Graw Hill
Boosting Your Communication Effectiveness: The Ted Five-Step Protocol Step 1: Frame your story. Step 2: Plan your delivery. Step 3: Develop your stage presence. Step 4: Plan your multimedia. Step 5: Put it together. © Mc. Graw Hill
Crucial Conversations Typical crucial conversations. How to be effective during crucial conversations Occur when: Share your facts. • The stakes are high. • Opinions vary. • Emotions run strong. For example, when: • Ending a relationship. • Addressing offensive behavior. • Giving negative feedback. • Critiquing others’ work. © Mc. Graw Hill Tell your story. Ask for other’s facts and stories. Talk tentatively. Encourage testing.
Managing Your Boss Managing up. • Gauge receptiveness to coaching. • If your boss is receptive, do the following: © Mc. Graw Hill • Prepare your message. • Plan your delivery and tactics. • Deliver. • Follow up.
Test Your OB Knowledge 5 George is planning to give a presentation at a conference. Which of the following should he NOT do? A. Put multiple ideas on each slide to be efficient. B. Decide where he should start and end the story he will be telling. C. Plan on not reading a script to his audience. D. Realize that people expect him to be nervous. E. Keep any technology used simple so as not to distract the audience. © Mc. Graw Hill
Communication: Putting It All in Context Figure 9. 6 Organizing Framework for Understanding and Applying OB © 2021 Angelo Kinicki and Mel Fugate. All rights reserved. Reproduction prohibited without permission of the authors. © Mc. Graw Hill Access the text alternate for slide image.
Because learning changes everything. www. mheducation. com © 2021 Mc. Graw Hill. All rights reserved. Authorized only for instructor use in the classroom. No reproduction or further distribution permitted without the prior written consent of Mc. Graw Hill. ®
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