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1.
ninth edition
STEPHEN P. ROBBINS MARY COULTER Chapter Communication 11 and Information Technology © 2007 Prentice Hall, Inc. PowerPoint Presentation by Charlie Cook All rights reserved. The University of West Alabama
2.
LEARNING OUTLINE Follow
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 and how it takes place. • Explain the barriers to effective interpersonal communication and how to overcome them. © 2007 Prentice Hall, Inc. All rights reserved. 11–2
3.
L E A
R N I N G O U T L I N E (cont’d) 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, blogs and wikis, voice- mail, fax, EDI, teleconferencing, videoconferencing, web conferencing, intranet, and extranet. • Explain how information technology affects organizations. © 2007 Prentice Hall, Inc. All rights reserved. 11–3
4.
L E A
R N I N G O U T L I N E (cont’d) Follow this Learning Outline as you read and study this chapter. Communication Issues in Today’s Organization • Discuss the challenges of managing communication in an Internet world. • Explain how organizations can manage knowledge. • Explain why communicating with customers is an important managerial issue. • Explain how political correctness is affecting communication. © 2007 Prentice Hall, Inc. All rights reserved. 11–4
5.
What Is Communication?
• Communication The transfer and understanding of meaning. Transfer means the message was received in a form that can be interpreted by the receiver. Understanding the message is not the same as the receiver agreeing with the message. Interpersonal Communication Communication between two or more people Organizational Communication All the patterns, network, and systems of communications within an organization © 2007 Prentice Hall, Inc. All rights reserved. 11–5
6.
Four Functions of
Communication Control Control Motivation Motivation Functions of Functions of Communication Communication Emotional Emotional Information Information Expression Expression © 2007 Prentice Hall, Inc. All rights reserved. 11–6
7.
Functions of Communication
• Control Formal and informal communications act to control individuals’ behaviors in organizations. • Motivation Communications clarify for employees what is to done, how well they have done it, and what can be done to improve performance. © 2007 Prentice Hall, Inc. All rights reserved. 11–7
8.
Functions of Communication
(cont’d) • Emotional Expression Social interaction in the form of work group communications provides a way for employees to express themselves. • Information Individuals and work groups need information to make decisions or to do their work. © 2007 Prentice Hall, Inc. All rights reserved. 11–8
9.
Interpersonal Communication •
Message Source: sender’s intended meaning • Encoding The message converted to symbolic form • Channel The medium through which the message travels • Decoding The receiver’s retranslation of the message • Noise Disturbances that interfere with communications © 2007 Prentice Hall, Inc. All rights reserved. 11–9
10.
Exhibit 11–1 The
Interpersonal Communication Process © 2007 Prentice Hall, Inc. All rights reserved. 11–10
11.
Distortions in Communications
• Message Encoding The effect of the skills, attitudes, and knowledge of the sender on the process of encoding the message The social-cultural system of the sender • The Message Symbols used to convey the message’s meaning The content of the message itself The choice of message format Noise interfering with the message © 2007 Prentice Hall, Inc. All rights reserved. 11–11
12.
Distortions in Communications
(cont’d) • The Channel The sender’s choice of the appropriate channel or multiple channels for conveying the message • Receiver The effect of skills, attitudes, and knowledge of the receiver on the process of decoding the message The social-cultural system of the receiver • Feedback Loop Communication channel distortions affecting the return message from receiver to sender © 2007 Prentice Hall, Inc. All rights reserved. 11–12
13.
Interpersonal Communication Methods
• Face-to-face • Hotlines • Telephone • E-mail • Group meetings • Computer conferencing • Formal presentations • Voice mail • Memos • Teleconferences • Traditional Mail • Videoconferences • Fax machines • Employee publications • Bulletin boards • Audio- and videotapes © 2007 Prentice Hall, Inc. All rights reserved. 11–13
14.
Evaluating Communication Methods
• Feedback • Time-space constraint • Complexity capacity • Cost • Breadth potential • Interpersonal warmth • Confidentiality • Formality • Encoding ease • Scanability • Decoding ease • Time consumption © 2007 Prentice Hall, Inc. All rights reserved. 11–14
15.
Exhibit 11–2 Comparison
of Communication Methods Note: Ratings are on a 1–5 scale where 1 = high and 5 = low. Consumption time refers to who controls the reception of communication. S/R means the sender and receiver share control. Source: P. G. Clampitt, Communicating for Managerial Effectiveness (Newbury Park, CA: Sage Publications, 1991), p. 136. © 2007 Prentice Hall, Inc. All rights reserved. 11–15
16.
Interpersonal Communication (cont’d)
• Nonverbal Communication Communication that is transmitted without words. Sounds with specific meanings or warnings Images that control or encourage behaviors Situational behaviors that convey meanings Clothing and physical surroundings that imply status Body language: gestures, facial expressions, and other body movements that convey meaning. Verbal intonation: emphasis that a speaker gives to certain words or phrases that conveys meaning. © 2007 Prentice Hall, Inc. All rights reserved. 11–16
17.
Interpersonal Communication Barriers
Filtering National Culture Emotions Language Interpersonal Information Communication Overload Defensiveness © 2007 Prentice Hall, Inc. All rights reserved. 11–17
18.
Barriers to Effective
Interpersonal Communication • Filtering The deliberate manipulation of information to make it appear more favorable to the receiver. • Emotions Disregarding rational and objective thinking processes and substituting emotional judgments when interpreting messages. • Information Overload Being confronted with a quantity of information that exceeds an individual’s capacity to process it. © 2007 Prentice Hall, Inc. All rights reserved. 11–18
19.
Barriers to Effective
Interpersonal Communication (cont’d) • Defensiveness When threatened, reacting in a way that reduces the ability to achieve mutual understanding. • Language The different meanings of and specialized ways (jargon) in which senders use words can cause receivers to misinterpret their messages. • National Culture Culture influences the form, formality, openness, patterns and use of information in communications. © 2007 Prentice Hall, Inc. All rights reserved. 11–19
20.
Overcoming the Barriers
to Effective Interpersonal Communications • Use Feedback • Simplify Language • Listen Actively • Constrain Emotions • Watch Nonverbal Cues © 2007 Prentice Hall, Inc. All rights reserved. 11–20
21.
Exhibit 11–3 Active
Listening Behaviors Source: Based on P.L. Hunsaker, Training in Management Skills (Upper Saddle River, NJ: Prentice Hall, 2001). © 2007 Prentice Hall, Inc. All rights reserved. 11–21
22.
Types of Organizational
Communication • Formal Communication Communication that follows the official chain of command or is part of the communication required to do one’s job. • Informal Communication Communication 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. © 2007 Prentice Hall, Inc. All rights reserved. 11–22
23.
Communication Flows
iD U oga D p l an o w Lateral w a n w r a d r d © 2007 Prentice Hall, Inc. All rights reserved. 11–23
24.
Direction of Communication
Flow • Downward Communications that flow from managers to employees to inform, direct, coordinate, and evaluate employees. • Upward Communications that flow from employees up to managers to keep them aware of employee needs and how things can be improved to create a climate of trust and respect. © 2007 Prentice Hall, Inc. All rights reserved. 11–24
25.
Direction of Communication
Flow (cont’d) • Lateral (Horizontal) Communication Communication that takes place among employees on the same level in the organization to save time and facilitate coordination. • Diagonal Communication Communication that cuts across both work areas and organizational levels in the interest of efficiency and speed. © 2007 Prentice Hall, Inc. All rights reserved. 11–25
26.
Types of Communication
Networks • Chain Network Communication flows according to the formal chain of command, both upward and downward. • Wheel Network All communication flows in and out through the group leader (hub) to others in the group. • All-Channel Network Communications flow freely among all members of the work team. © 2007 Prentice Hall, Inc. All rights reserved. 11–26
27.
Exhibit 11–4 Three
Common Organizational Communication Networks and How They Rate on Effectiveness Criteria © 2007 Prentice Hall, Inc. All rights reserved. 11–27
28.
The Grapevine •
An informal organizational communication network that is active in almost every organization. Provides a channel for issues not suitable for formal communication channels. The impact of information passed along the grapevine can be countered by open and honest communication with employees. © 2007 Prentice Hall, Inc. All rights reserved. 11–28
29.
Understanding Information Technology
• Benefits of Information Technology (IT) Increased ability to monitor individual and team performance Better decision making based on more complete information More collaboration and sharing of information Greater accessibility to coworkers © 2007 Prentice Hall, Inc. All rights reserved. 11–29
30.
Information Technology (cont’d)
• Networked Computer • E-mail Systems • Instant messaging (IM) Linking individual • Blogs computers to create an organizational network for • Wikis communication and • Voice-mail information sharing. • Fax machines • Electronic Data Exchange (EDI) • Teleconferencing • Videoconferencing • Web conferencing © 2007 Prentice Hall, Inc. All rights reserved. 11–30
31.
Information Technology (cont’d)
• Types of Network Systems Intranet An internal network that uses Internet technology and is accessible only to employees. Extranet An internal network that uses Internet technology and allows authorized users inside the organization to communicate with certain outsiders such as customers and vendors. Wireless (WIFI) capabilities © 2007 Prentice Hall, Inc. All rights reserved. 11–31
32.
How IT Affects
Organization • Removes the constraints of time and distance Allows widely dispersed employees to work together. • Provides for the sharing of information Increases effectiveness and efficiency. • Integrates decision making and work Provides more complete information and participation for better decisions. • Creates problems of constant accessibility to employees Blurs the line between work and personal lives. © 2007 Prentice Hall, Inc. All rights reserved. 11–32
33.
Current Communication Issues
• Managing Communication in an Internet World Legal and security issues Inappropriate use of company e-mail and instant messaging Loss of confidential and proprietary information due to inadvertent or deliberate dissemination or to hackers. Lack of personal interaction Being connected is not the same as face-to-face contact. Difficulties occur in achieving understanding and collaboration in virtual environements. © 2007 Prentice Hall, Inc. All rights reserved. 11–33
34.
Current Communication Issues
• Being connected versus being concerned Managing Internet gripe sites as a valuable resource for unique insights into the organization. Employee complaints (“hot-button” issues) Customer complaints Responding to Internet gripe sites Recognized them as a valuable source of information. Post messages that clarify misinformation. Take action to correct problems noted on the site. Set up an internal gripe site. Continue to monitor the public gripe site. © 2007 Prentice Hall, Inc. All rights reserved. 11–34
35.
Current Communication Issues
(cont’d) • Managing the Organization’s Knowledge Resources Build online information databases that employees can access. Create “communities of practice” for groups of people who share a concern, share expertise, and interact with each other. © 2007 Prentice Hall, Inc. All rights reserved. 11–35
36.
Communication and Customer
Service • Communicating Effectively with Customers Recognize the three components of the customer service delivery process: The customer The service organization The service provider Develop a strong service culture focused on the personalization of service to each customer. Listen and respond to the customer. Provide access to needed service information. © 2007 Prentice Hall, Inc. All rights reserved. 11–36
37.
“Politically Correct” Communication
• Do not use words or phrases that stereotype, intimidate, or offend individuals based on their differences. • However, choose words carefully to maintain as much clarity as possible in communications. © 2007 Prentice Hall, Inc. All rights reserved. 11–37
38.
Terms to Know
• communication • body language • interpersonal • verbal intonation communication • filtering • organizational • selective perception communication • information overload • message • jargon • encoding • active listening • channel • formal communication • decoding • informal communication • communication process • downward communication • noise • upward communication • nonverbal communication © 2007 Prentice Hall, Inc. All rights reserved. 11–38
39.
Terms to Know
(cont’d) • lateral communication • teleconferencing • diagonal communication • videoconferencing • communication networks • web conferencing • grapevine • intranet • e-mail • extranet • instant messaging (IM) • communities of practice • blog • wiki • voice mail • fax • electronic data interchange (EDI) © 2007 Prentice Hall, Inc. All rights reserved. 11–39
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