communicating chapter 15 copyright © 2011 by the mcgraw-hill companies, inc. all rights reserved....

CommunicatingCommunicating

Chapter 15Chapter 15

Copyright © 2011 by the McGraw-Hill Companies, Inc. All rights reserved.McGraw-Hill/Irwin

Learning ObjectivesLearning Objectives

LO 1 Discuss important advantages of two-way communication

LO 2 Identify communication problems to avoidLO 3 Describe when and how to use the various

communication channelsLO 4 Summarize ways to become a better

“sender” and “receiver” of information

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Learning Objectives (cont.)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 boundary less organization and its advantages

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Interpersonal CommunicationInterpersonal Communication

Communication The transmission of information and meaning

from one party to another through the use of shared symbols

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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.

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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.

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Noise interference in the

system blocks perfect

understanding.

Examples of Noise ringing telephones thoughts about other

things simple fatigue or stress.

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One-Way versus Two-Way CommunicationOne-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.

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A Model of One-Way CommunicationA Model of One-Way Communication

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One-Way versus Two-Way CommunicationOne-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.

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QuestionQuestion

___________ is the process of withholding, ignoring, or distorting information

A. PerceptionB. FilteringC. AcuityD.Discernment

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Communication PitfallsCommunication Pitfalls

Perception The process of

receiving and interpreting information

Filtering The process of

withholding, ignoring, or distorting information

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What Do I Do if They Don’tWhat Do I Do if They Don’t Speak My Language? Speak My Language?

15-13Table 15.1

What Do I Do if They Don’tWhat Do I Do if They Don’t Speak My Language? Speak My Language?

15-14Table 15.1

Oral and Written ChannelsOral 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

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Oral CommunicationOral Communication

Advantages Questions can be asked

and answered Feedback is immediate

and direct More persuasive

Disadvantages It can lead to

spontaneous, ill-considered statements (and regret)

There is no permanent record of it

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Written CommunicationWritten Communication

Advantages Message can be revised

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

Disadvantages Sender has no control

over where, when, or if the message is read

Sender does not receive immediate feedback

Receiver may not understand parts of the message

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Information OverloadInformation Overload

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Electronic MediaElectronic Media

Web 2.0 A set of Internet-based applications that

encourage user-provided content and collaboration

social networking, podcasts, RSS, and wikis

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Advantages of Electronic CommunicationAdvantages of Electronic Communication

1. The sharing of more information2. The speed and efficiency in delivering routine

messages to large numbers of people across vast geographic areas

3. Can reduce time and expenses devoted to traveling, photocopying, and mailing

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Disadvantages of Electronic Disadvantages of Electronic CommunicationCommunication

1. Difficulty of solving complex problems that require more extended, face-to-face interaction

2. Inability to pick up subtle, nonverbal, or inflectional clues about what the communicator is thinking or conveying

3. Electronic messages sometimes are monitored or seen inadvertently by those for whom they are not intended

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Virtual OfficeVirtual 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.

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Media RichnessMedia Richness

Media richness The degree to which a

communication channel conveys information.

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What CommunicationWhat CommunicationChannel Would You Use?Channel Would You Use?

15-24Table 15.2

Suggested Media ChoicesSuggested Media Choices

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Adding Power to Your PresentationAdding Power to Your Presentation

15-26Table 15.4

Adding Power to Your PresentationAdding Power to Your Presentation

15-27Table 15.4

Nonverbal SkillsNonverbal Skills

1. Use time appropriately2. Make your office arrangement conducive to

open communication3. Remember your body language

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ListeningListening

Reflection Process by which a

person states what he or she believes the other person is saying

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Ten Keys to Effective ListeningTen Keys to Effective Listening

Find an area of interest Judge content, not

delivery Hold your fire Listen for ideas Be flexible Resist distraction

Exercise your mind. Keep your mind open Capitalize on thought

speed Work at listening

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Organizational CommunicationOrganizational Communication

Downward communication Information that flows from higher to lower levels

in the organization’s hierarchy

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Information Loss inInformation Loss inDownward CommunicationDownward Communication

15-32Figure 15.2


Coaching Dialogue with a goal of helping another be more

effective and achieve his or her full potential on the job.

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Open-book management Practice of sharing with employees at all levels of

the organization vital information previously meant for management’s eyes only

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Upward communication Information that flows

from lower to higher levels in the organization’s hierarchy.

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QuestionQuestion

What is the social network of informal communications?

A.Second LifeB.FacebookC.GrapevineD.Scuttlebutt

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Informal CommunicationInformal Communication

Grapevine the social network of

informal communications. provides people with

information helps them solve

problems teaches them how to do

their work successfully

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BoundarylessnessBoundarylessness

Boundaryless organization Organization in which there are no barriers to

information flow implies information available as needed moving

quickly and easily enough so that the organization functions far better as a whole than as separate parts.

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Horizontal communication Information shared among 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.

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Destination CEO: Bank of AmericaDestination CEO: Bank of America

What communication pitfalls might exist at Bank of America?

What communication issues will Bank of America deal with as they expand internationally?

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communicating chapter 15 copyright © 2011 by the mcgraw-hill companies, inc. all rights reserved....

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