Chapter Sixteen Promoting Effective Communication Mc GrawHillIrwin Copyright

Chapter Sixteen Promoting Effective Communication Mc. Graw-Hill/Irwin Copyright © 2009 by The Mc. Graw-Hill Companies, Inc. All rights reserved.

Communication and Management Ø Communication ≈ The sharing of information between two or more individuals or groups to reach a common understanding. 16 -2

Communication and Management Ø Importance of Good Communication ≈ Increased efficiency in new technologies and skills ≈ Improved quality of products and services ≈ Increased responsiveness to customers ≈ More innovation through communication 16 -3

The Communication Process Figure 16. 1 16 -4

Verbal & Nonverbal Communication Ø Verbal Communication ≈ The encoding of messages into words, either written or spoken Ø Nonverbal ≈ The encoding of messages by means of facial expressions, body language, and styles of dress. 16 -5

The Role of Perception in Communication Ø Perception ≈ process through which people select, organize, and interpret sensory input to give meaning and order to the world around them ≈ Influenced by people’s personalities, values, attitudes and moods as well as their experience and knowledge 16 -6

The Role of Perception in Communication Ø Biases ≈ systematic tendencies to use information about others in ways that can result in inaccurate perceptions Ø Stereotypes ≈ simplified and often inaccurate beliefs about the characteristics of particular groups of people 16 -7

Information Richness and Communication Media Ø Managers and their subordinates can become effective communicators by: ≈ Selecting an appropriate medium for each message—there is no one “best” medium. ≈ Considering information richness § A medium with high richness can carry much more information to aid understanding. 16 -8

Information Richness of Communication Media Figure 16. 2 16 -9

Discussion Question 1 Ø Which medium to you think would be appropriate for each of the following kinds of messages that a subordinate could receive from his/her boss? ≈ A raise ≈ Not receiving a promotion ≈ An error in a report prepared by the subordinate ≈ Additional job responsibilities ≈ The schedule for company holidays for the upcoming year 16 -10

“its not u … : (“ Ø About 1 in 10 cellphone users 18 -34 have texted someone out of their romantic lives, according to 2007 survey ≈ Doesn’t include emailed kissoffs Ø Interpersonal relationships today often less personal and more cowardly than they used to be Ø See also dontdatehimgirl. com and ihateher. com Ø Motivational speaker who often appears before singles groups knows what it’s like to be dumped – he once dated a woman and things didn’t feel right; he asked her: “Is there someone else? ” She replied: “There’s got to be. ” Ø After getting dumped, 72% of people go online to search for other potential dating partners, according to 2007 survey of Yahoo!Personals users. Ø One woman dumped via text says: “Every computer and cellular phone needs a little instruction manual to let people know what can be sent in a text, what can be sent in an email, what can be said on the phone, and what must be said in person. ” Ø Source: Wall Street Journal, 2/14/07 16 -11

Face-to-Face Communication Ø Management by [walking] around is face -to-face technique in which a manager walks around a work area and talks informally w/ ees about issues and concerns. 16 -12

Communication Networks Ø Communication Networks ≈ The pathways along which information flows in groups and teams and throughout the organization. 16 -13

Communication Networks Ø Type of communication network depends on: ≈ The nature of the group’s tasks ≈ The extent to which group members need to communicate with each other to achieve group goals. 16 -14

Organization Communication Networks Ø Organization Chart ≈ Summarizes the formal reporting channels in an organization. ≈ Communication in an organization flows through formal and informal pathways ≈ Vertical communications flow up and down the corporate hierarchy. 16 -15

Organization Communication Networks Ø Organization Chart ≈ Horizontal communications flow between employees of the same level. ≈ Informal communications can span levels and departments ≈ Grapevine - an informal network carrying unofficial information throughout the firm. 16 -16

Technological Advances in Communication Ø Intranets ≈ A company-wide system of computer networks for information sharing by employees inside the firm. 16 -17

Technological Advances in Communication Ø Groupware ≈ Computer software that enables members of groups and teams to share information with each other and improve communication and performance 16 -18

Groupware Ø Employees are likely to resist using groupware when: ≈ people are working primarily on their own ≈ people are rewarded for their own individual performances ≈ People are reluctant to share information 16 -19

Groupware Ø Collaboration software ≈ groupware that aims to promote collaborative, highly interdependent interactions among members of a team and provide the team with an electronic meeting site for communication 16 -20

Barriers to Effective Communication Ø Messages that are unclear, incomplete, difficult to understand Ø Messages sent over an inappropriate medium Ø Messages with no provision for feedback Ø Messages that are received but ignored 16 -21