Transcript Document
Communicating Chapter Fifteen Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Learning Objectives LO 1 Discuss important advantages of two-way communication. LO 2 Identify communication problems to avoid. LO 3 Describe when and how to use the various communication channels. LO 4 Summarize ways to become a better sender and receiver of information. 15-2 Learning Objectives (cont.) LO 5 Explain how to improve downward, upward, and horizontal communication LO 6 Summarize how to work with the company grapevine LO 7 Describe the boundaryless organization and its advantages 15-3 Interpersonal Communication Communication The transmission of information and meaning from one party to another through the use of shared symbols 15-4 Interpersonal Communication The sender initiates the process by conveying information to the receiver—the person for whom the message is intended. The sender has a meaning he or she wishes to communicate and encodes the meaning into symbols (the words chosen for the message). Then the sender transmits, or sends, the message through some channel, such as a verbal or written medium. 15-5 Interpersonal Communication The receiver decodes the message (e.g., reads it) and attempts to interpret the sender’s meaning. The receiver may provide feedback to the sender by encoding a message in response to the sender’s message. 15-6 Interpersonal Communication Noise interference in the system blocks perfect understanding Examples of Noise ringing telephones thoughts about other things simple fatigue or stress 15-7 One-Way versus Two-Way Communication One-way communication A process in which information flows in only one direction—from the sender to the receiver, with no feedback loop. 15-8 A Model of One-Way Communication Figure 15.1 15-9 One-Way versus Two-Way Communication Two-way communication A process in which information flows in two directions—the receiver provides feedback, and the sender is receptive to the feedback. 15-10 Question ___________ is the process of withholding, ignoring, or distorting information A. Perception B. Filtering C. Acuity D. Discernment 15-11 Communication Pitfalls Perception The process of receiving and interpreting information Filtering The process of withholding, ignoring, or distorting information 15-12 Oral and Written Channels Oral communication includes face-to-face discussion, telephone conversations, and formal presentations and speeches Written communication includes e-mail, memos, letters, reports, computer files, and other written documents 15-13 Oral Communication Advantages Disadvantages Questions can be asked It can lead to and answered Feedback is immediate and direct More persuasive spontaneous, illconsidered statements (and regret) There is no permanent record of it 15-14 Written Communication Advantages Disadvantages Message can be revised Sender has no control several times Permanent record that can be saved Message stays the same even if relayed through many people Receiver has more time to analyze the message over where, when, or if the message is read Sender does not receive immediate feedback Receiver may not understand parts of the message 15-15 Electronic Media Teleconferencing groups of people in different locations interact over telephone lines and perhaps also see one another on television monitors as they participate in group discussions (videoconferencing) 15-16 Advantages of Electronic Communication 1. The sharing of more information 2. The speed and efficiency in delivering routine 3. messages to large numbers of people across vast geographic areas Can save companies untold amounts of paper, postage, meetings, travel budgets, conference calls, and the time required to coordinate it all 15-17 Disadvantages of Electronic Communication 1. Difficulty of solving complex problems that 2. 3. require more extended, face-to-face interaction Inability to pick up subtle, nonverbal, or inflectional clues about what the communicator is thinking or conveying Electronic messages sometimes are seen by those for whom they are not intended 15-18 The Virtual Office Virtual office A mobile office in which people can work anywhere, as long as they have the tools to communicate with customers and colleagues. 15-19 Media Richness Media richness The degree to which a communication channel conveys information. 15-20 Adding Power to Your Presentation Table 15.1 15-21 Adding Power to Your Presentation Table 15.4 15-22 Nonverbal Skills 1. Use time appropriately 2. Make your office arrangement conducive to 3. open communication Remember your body language 15-23 Listening Reflection Process by which a person states what he or she believes the other person is saying 15-24 Ten Keys to Effective Listening 1. Find an area of interest 2. Judge content, not delivery 3. Hold your fire 4. Listen for ideas 5. Be flexible 15-25 Ten Keys to Effective Listening 6. Resist distraction 7. Exercise your mind. 8. Keep your mind open 9. Capitalize on thought speed 10.Work at listening 15-26 Observing A vital source of useful observations comes from personally visiting people, plants, and other locations to get a firsthand view You must accurately interpret what you observe 15-27 Organizational Communication Downward communication Information that flows from higher to lower levels in the organization’s hierarchy 15-28 Information Loss in Downward Communication Figure 15.2 15-29 Organizational Communication Coaching Dialogue with a goal of helping another be more effective and achieve his or her full potential on the job. 15-30 Organizational Communication Open-book management Practice of sharing with employees at all levels of the organization vital information previously meant for management’s eyes only 15-31 Organizational Communication Upward communication Information that flows from lower to higher levels in the organization’s hierarchy. 15-32 Organizational Communication Horizontal communication Information moving between people on the same hierarchical level allows sharing of information, coordination, and problem solving among units helps solve conflicts provides social and emotional support to people. 15-33 Question What is the social network of informal communications? A. Second Life B. Facebook C. Grapevine D. Scuttlebutt 15-34 Informal Communication Grapevine the social network of informal communications. provides people with information helps them solve problems teaches them how to do their work successfully 15-35 Managing Informal Communication Don’t allow malicious gossip. Managers should talk to the key people involved to get the facts and their perspectives Neutralize rumors once they have started 15-36 Managing Informal Communication Suggestions for preventing rumors from starting include: Explaining events that are important but have not been explained Dispelling uncertainties by providing facts Working to establish open communications and trust over time. 15-37 Boundarylessness Boundaryless organization organization in which there are no barriers to information flow 15-38 Boundarylessness Boundaryless organization implies information available as needed moving quickly and easily enough so that the organization functions far better as a whole than as separate parts. 15-39 Video: Energizer Is marketing one-way or two-way communication? Why? 15-40