Managing Interpersonal Relations and Communication CHAPTER 18 Managing Interpersonal Relations and Communication PowerPoint Presentation by Charlie Cook Copyright © by Houghton Mifflin Company. All rights reserved. www.AssignmentPoint.com

Learning Objectives After studying this chapter, you should be able to: Describe the interpersonal nature of organizations. Describe the role and importance of communication in the manager’s job. Identify the basic forms of communication in organizations. Discuss informal communication, including its various forms and types. Describe how the communication process can be managed to recognize and overcome barriers. www.AssignmentPoint.com

Chapter Outline The Interpersonal Nature of Organizations Interpersonal Dynamics Outcomes of Interpersonal Behaviors Communications and the Manager’s Job A Definition of Communication The Role of Communication in Management The Communication Process Forms of Communication in Organizations Interpersonal Communication Communication in Networks and Teams Organizational Communication Forms of Communication in Organizations (cont’d) Electronic Communication Informal Communication in Organizations The Grapevine Management by Wandering Around Nonverbal Communication Managing Organizational Communication Barriers to Communication Improving Communication Effectiveness www.AssignmentPoint.com

The Interpersonal Nature of Organizations Interpersonal Dynamics Positive—when two parties know each other, have mutual respect and affection, and enjoy interacting with one another. Negative—when two parties dislike one another, do not have mutual respect, and do not enjoy interacting with one another. Outcomes of Interpersonal Behaviors Satisfaction of social needs Social support Source of organizational synergy Source of conflict www.AssignmentPoint.com

Communication and the Manager’s Job The process of transmitting information from one person to another. Effective Communication The process of sending a message in such a way that the message received is as close in meaning as possible to the message intended. www.AssignmentPoint.com

The Role of Communication in Management Communication Roles INTERPERSONAL Figurehead Leader Liaison INFORMATIONAL DECISIONAL Spokesperson Monitor Disseminator Entrepreneur Disturbance- handler Negotiator www.AssignmentPoint.com

The Communication Process Steps in the Communication Process Deciding to transmit a fact, idea, opinion, or other information to the receiver. Encoding the meaning into a form appropriate to the situation. Transmission through the appropriate channel or medium. Decoding the message back into a form that has meaning to the receiver. “Noise” is anything disrupting the communication process. www.AssignmentPoint.com

The Communication Process (cont’d) Start Noise 2 Encoding Sender Receiver 3 Transmission through channels 7 1 Meaning 8 Decoding 4 5 6 The numbers indicate the sequence in which steps take place. Figure 18.1 www.AssignmentPoint.com

Forms of Communication in Organizations Interpersonal Communication Oral Communication Face-to-face conversations, group discussions, telephone calls, and other situations in which the spoken work is used to express meaning. Advantages of oral communication Promotes prompt feedback and interchange in the form of verbal questions and responses. Is easy to use and can be done with little preparation. Disadvantages of oral communication Suffers from problems with inaccuracy in meaning and details. Leaves no time for thought and consideration and no permanent record of what was said. www.AssignmentPoint.com

Forms of Communication in Organizations (cont’d) Interpersonal Communication Written Communication Memos, letters, reports, notes, and other methods in which the written word is used to transmit meaning. Advantages of written communication Is accurate and leaves a permanent record of the exchange. Leaves for thought and consideration, can be referenced. Is easy to use and can be done with little preparation. Disadvantages of written communication Inhibits feedback and interchange due to burden of the process of preparing a physical document. Considerable delay can occur in clarifying message meanings. www.AssignmentPoint.com

Forms of Communication in Organizations (cont’d) Communication in Networks and Work Teams Communication network—the pattern through which the members of a group or team communicate. Research suggests: When the group’s task is simple and routine, centralized networks perform with the greatest efficiency and accuracy. When the group’s task is complex and nonroutine, decentralized networks with open communications that foster interaction and exchange of relevant information tend to be most effective. www.AssignmentPoint.com

Forms of Communication in Organizations (cont’d) Types of Communication Networks 2 1 3 4 5 Circle 2 1 5 3 4 Wheel 3 4 5 1 2 Y 2 1 3 4 5 All channel 3 2 4 5 1 Chain Figure 18.2 www.AssignmentPoint.com

Forms of Communication in Organizations (cont’d) Organizational Communication Vertical Communication Communication that flows up and down the organization, usually along formal reporting lines. Takes place between managers and subordinates and may involve several levels of the organization. Upward communication consists of messages from subordinates to superiors and is more subject to distortion. Downward communication occurs when information flows down the hierarchy from superiors to subordinates. Horizontal Communication Communication that flows laterally within the organization; involves persons at the same level of the organization. www.AssignmentPoint.com

Forms of Communication in Organizations (cont’d) Formal Communication in Organizations Follows the official reporting relationships and/or prescribed channels. Vertical communication Horizontal communication Figure 18.3 www.AssignmentPoint.com

Forms of Communication in Organizations (cont’d) Electronic Communication Formal Information Systems Accomplished (created) by either: A managerial approach involving the creation of a position (e.g., chief information officer-CIO) responsible for putting in place information processing systems that facilitate organizational communication. An operational approach that involves the creation of formal information systems linking all relevant managers, departments, and facilities in the organization. www.AssignmentPoint.com

Forms of Communication in Organizations (cont’d) Electronic Communication Personal Electronic Technology Technological advances (e.g., fax machines, cellular telephones, copiers, and personal computers) have created opportunities for quickly disseminating and contacting others in the organization. Corporate intranets and the Internet have made possible teleconferences and the rapid retrieval of information from all corners of the globe. Telecommuting allows people to work at home and transmit their work to the company by means of a telephone and a modem. Disadvantages are the lack of face-to-face contact, strong personal relationships, falling behind professionally, and losing out in organizational politics. www.AssignmentPoint.com

Informal Communication in Organizations Informal Communications May or may not follow official reporting relationships and/or prescribed organizational channels and may have nothing to do with official organizational business. Common forms of informal communications are management by wandering around, the grapevine, and nonverbal communication. Management by Wandering Around Managers keep in touch with what’s going on by wandering around and talking to people on all levels in the organization www.AssignmentPoint.com

Informal Communication in Organizations (cont’d) Figure 18.4 www.AssignmentPoint.com

Informal Communication in Organizations (cont’d) Grapevine An informal communication network that can permeate an organization. Types of grapevines are: The Gossip Chain One person tells many The Cluster Chain Many people tell a few Figure 18.5 www.AssignmentPoint.com

Informal Communication in Organizations (cont’d) Nonverbal Communication Any communication exchange that does not use words, or uses words to carry more meaning than the strict definition of the words themselves. Much of the content of a message may be transmitted by facial expression alone; other message content is derived from inflection and tone of the voice. Only a small portion of the message content is due to the words in the message. Facial expression 55% Inflection and tone 38% Words in the message 7% www.AssignmentPoint.com

Informal Communication in Organizations (cont’d) Nonverbal Communication (cont’d) Kinds of nonverbal communication practiced by managers: Images—the kinds of words people elect to use to give emphasis and effect to what they say. Settings—boundaries, familiarity, home turf (e.g., office location, size, and furnishings) are symbols of power and influence how people choose to communicate in organizations. Body language—how people of different cultures and backgrounds physically position themselves and react to the stance and body movements of others has a strong influence on communications between individuals. www.AssignmentPoint.com

Managing Organizational Communication Barriers to Effective Communication Table 18.1 www.AssignmentPoint.com

Managing Organizational Communication (cont’d) Improving Communication Effectiveness Table 18.2 www.AssignmentPoint.com

More and Less Effective Listening Skills Stays active, focused Pays attention Is passive, laid back More Effective Listening Less Effective Listening Is easily distracted Asks questions Keeps an open mind Asks no questions Has preconceptions Assimilates information Disregards information Figure 18.6 www.AssignmentPoint.com