Describe how effective and ineffective communication can influence an organization Outline the components of interpersonal communication and describe different styles of communication Explain how managers build credibility in an organization and how communication is used to persuade teams Describe the advantages and disadvantages of the different mediums and channels of communication Describe the ways in which communication processes should be modified or adapted to fit different cultural situations © South-Western, a part of Cengage Learning

Communication Using sounds, words, pictures, symbols, gestures, and body language to exchange information Includes interpretation of information Is a two-way process of conveying, exchanging, processing, and evaluating information Effective communication helps create agile, flexible and competitive organization © South-Western, a part of Cengage Learning

Core Components of Communication Sender Message Medium Receiver Response Interpretation © South-Western, a part of Cengage Learning

Figure 19.1 - Communication Process © South-Western, a part of Cengage Learning

Getting the Message Across The intended audience The content of the message Factors to consider when broadcasting a message The goal/objective of the communication The medium chosen for conveying the message The context in which the message is transmitted The response or feedback © South-Western, a part of Cengage Learning

Interpersonal Communication Occurs in one-on-one or small group settings Relies on ability to be self-aware, to relate well to others, to be persuasive, to listen, and to reflect Verbal communication: Use of sounds, letters, words, pictures, and symbols to convey a message Nonverbal communication: Use of body language, vocal qualities, and space and objects to convey meaning to messages © South-Western, a part of Cengage Learning

Nonverbal Communication Features Use of posture, body movement, hand and arm gestures, facial expressions, and eye contact to convey meaning to messages Body language Inflection patterns, rate of speech, fillers, and enunciation Vocal qualities Convey meaning through the way a meeting space is arranged, objects are used, or individuals are dressed Space and objects © South-Western, a part of Cengage Learning

Table 19.1 - Nonverbal Communication Behaviors © South-Western, a part of Cengage Learning

Communication Styles Ways in which one interacts and delivers information to others when communicating Openness Ease with which individuals show emotions and are emotionally accessible to other people when they communicate Directness Amount of control an individual attempts to exercise in organizational situations Listening Extent to which the receiver of the message hears what the speaker/ sender intended © South-Western, a part of Cengage Learning

Table 19.2 - Communication Styles © South-Western, a part of Cengage Learning

Gender Differences in Communication Men Prefer communication opportunities that accentuate their position of power Communicate upward, but shy away from seeking advice or input from senior management Focus on self-promotion, which leads to a more aggressive communication style Women Pay less attention to power dynamics in their communication Focus on building rapport and collaboration among individuals © South-Western, a part of Cengage Learning

The Ladder of Inference Using assumptions or biases formed from past experiences to make a judgment on the intentions of another individual Looking and observing at data and focusing on some aspect of it Adding meaning to this data based on their mental model of the world Making assumptions about the data based on the meanings that were added Drawing conclusions from these assumptions Adopting beliefs and making generalizations Taking actions based on beliefs and generalizations © South-Western, a part of Cengage Learning

Figure 19.2 - Ladder of Inference © South-Western, a part of Cengage Learning

Active Listening and Supportive Communication Seeking to understand the perspective of the speaker Reflecting that understanding back to him or her Active listening Offering advice and suggestions (advising) Relating similar experiences (deflecting) Asking follow-up questions for clarification (probing) Reiterating the main points (reflecting) Supportive communication © South-Western, a part of Cengage Learning

Table 19.3 - Forms of Supportive Communication © South-Western, a part of Cengage Learning

Persuasion Enhancing persuasion Process by which an individual or a group captures an audience and influences, changes, or reinforces their perspectives, opinions, and behaviors Enhancing persuasion Keep messages simple, real, and give others the information needed to make a decision Listen before speaking Channel fear into excitement by encouraging others to provide input Repeat the message personally and consistently Choose words carefully © South-Western, a part of Cengage Learning

Figure 19.3 - Building Advocacy and Inquiry © South-Western, a part of Cengage Learning

Figure 19.4 - Building Credibility © South-Western, a part of Cengage Learning

Storytelling Builds an emotional connection between the speaker and the audience Strong driver for change or motivation for action Helps build trust between the speaker and the audience © South-Western, a part of Cengage Learning

Organizational Communication Communication systems The formal and informal structures that facilitate how communication is transmitted throughout an organization Communication media The formats used to convey messages, including oral, written, and electronic Network etiquette or netiquette Think before writing Avoid all capital letters in messages Read messages carefully before sending them Be crisp and on point © South-Western, a part of Cengage Learning

Figure 19.6 - When to Use Certain Communication Methods © South-Western, a part of Cengage Learning

Communication Channels Conduits used to deliver oral, written/print, and electronic media, including vertical channels and horizontal channels © South-Western, a part of Cengage Learning

Figure 19.7 - Vertical and Horizontal Organizational Communication © South-Western, a part of Cengage Learning

Communication Networks Formal and informal connections through which individuals use their relationships with others to send and receive messages By size - Whole systems, cliques, and personal networks By function - Production, maintenance, social connection, and innovation By centrality and dominance - Formal with gatekeepers and informal as a grapevine © South-Western, a part of Cengage Learning

Communication Breakdowns Communication audit Process of reviewing the communication systems in place in an organization Employee focus groups or interviews Communication logs Information sources for a communication audit Questionnaires and surveys Content analysis of publications, manuals, and handbooks Network analysis Technology or media analysis © South-Western, a part of Cengage Learning

Cross-Cultural Communication Enunciate and speak slower Use formal titles and names instead of familiar forms Bridging linguistic and communication differences Avoid slang, colloquialisms, and profanity Be careful about how numbers are written Be careful telling jokes that may be culturally sensitive Be careful with the formatting of dates Use plenty of white space in e-mail communications Seek advice when un clear of linguistic or cultural standards © South-Western, a part of Cengage Learning

KEY TERMS Body language Communication Communication audit Communication channels Communication media Communication style Communication systems Directness Interpersonal communication Ladder of inference Listening Nonverbal communication Openness Persuasion Space and objects Supportive communication Verbal communication Vocal qualities © South-Western, a part of Cengage Learning