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Presentation transcript:

Chapter 17 Communication

Communication is the Manager’s Job Today’s complex business environment depends on effective communication Managers spend 80% of their day communicating 48 minutes of every hour is spent: In meetings On the telephone Communicating online Talking informally Communication permeates every management function Copyright ©2012 by South-Western, a division of Cengage Learning. All rights reserved.

What is Communication? Communication is the process by which information is exchanged and understood by two or more people, usually with the intent to motivate or influence behavior Copyright ©2012 by South-Western, a division of Cengage Learning. All rights reserved.

17.1 The Manager as Communication Champion Copyright ©2012 by South-Western, a division of Cengage Learning. All rights reserved.

17.2 The Communication Process Copyright ©2012 by South-Western, a division of Cengage Learning. All rights reserved.

Communicating Among People Communication can break down if the sender and receiver do not encode or decode in the same way Cultural differences can add to the communication challenge Some cultures are high-context while others are low-context Copyright ©2012 by South-Western, a division of Cengage Learning. All rights reserved.

Communication Channels Managers must choose appropriate channel to convey messages Routine versus nonroutine messages Each communication channel has advantages and disadvantages Channel richness – the amount of information that can be communicated in an episode Copyright ©2012 by South-Western, a division of Cengage Learning. All rights reserved.

17.3 A Continuum of Channel Richness Copyright ©2012 by South-Western, a division of Cengage Learning. All rights reserved.

Communicating to Persuade and Influence Others The ability to persuade and influence is critical Issuing directives is no longer an effective way to get things done To persuade and influence, managers must communicate frequently and easily Communication apprehension is the avoidance of communication due to fear/anxiety Communication means sharing to be effective Copyright ©2012 by South-Western, a division of Cengage Learning. All rights reserved.

Gender Differences in Communication Managers must be aware of factors that influence communication For most women, talking means conversation Women connect, involve, and participate through communication Men use verbal language to exhibit knowledge and skill Women’s style may be more appropriate for leading and inspiring Copyright ©2012 by South-Western, a division of Cengage Learning. All rights reserved.

Nonverbal Communication Message sent through human actions and behavior Body language Facial expressions Gestures Touch Use of space Can express enthusiasm, warmth, confidence, arrogance, indifference, and displeasure Copyright ©2012 by South-Western, a division of Cengage Learning. All rights reserved.

Listening The skill of grasping both facts and feelings to interpret a message’s meaning Listening to employees and customers is important Information in organizations flows from the bottom up Managers today know the importance of feedback Blogs are being used to stay in touch with employees and customers Copyright ©2012 by South-Western, a division of Cengage Learning. All rights reserved.

17.4 Ten Keys to Effective Listening Copyright ©2012 by South-Western, a division of Cengage Learning. All rights reserved.

Organizational Communication Managers are responsible for establishing and maintaining formal communication Formal communication channels flow within the chain of command Communication in organizations: Downward Upward Horizontal Copyright ©2012 by South-Western, a division of Cengage Learning. All rights reserved.

17.5 Communication in Organizations Copyright ©2012 by South-Western, a division of Cengage Learning. All rights reserved.

Team Communication Channels Form of horizontal communication Teams must choose the method of communicating Centralized team communication must communicate through one individual Individuals communicate freely in a decentralized network Copyright ©2012 by South-Western, a division of Cengage Learning. All rights reserved.

17.6 Team Communication Networks Copyright ©2012 by South-Western, a division of Cengage Learning. All rights reserved.

Personal Communication Channels Personal communication may exist with formal channels Personal communication network is personal networking across organizational boundaries The grapevine “gossip” can be a valuable tool for managers; it links people across the organization Written communication is a key skill with the growth of email and collaboration Copyright ©2012 by South-Western, a division of Cengage Learning. All rights reserved.

Build it before you need it Never eat lunch alone Make it win-win Networking Tips Build it before you need it Never eat lunch alone Make it win-win Focus on diversity Copyright ©2012 by South-Western, a division of Cengage Learning. All rights reserved.

Tips for Improving Writing Skills Respect the reader Know your point and get to it Write clearly rather than impressively Get a second opinion Copyright ©2012 by South-Western, a division of Cengage Learning. All rights reserved.

Crisis Communication Communication is crucial during times of crisis Management skills for dealing with crisis: Stay calm, listen hard Be visible Get the awful truth out Communicate a vision for the future Copyright ©2012 by South-Western, a division of Cengage Learning. All rights reserved.

Communication Technology 21% growth in new email customers Twitter and Facebook use jumped 31% Increased desire for instant access and information sharing Companies are using new technology to connect with employees and customers Podcasts, blogs, and wikis are other effective collaboration tools Copyright ©2012 by South-Western, a division of Cengage Learning. All rights reserved.

Climate of Trust and Openness Open communication and dialogue encourage honesty Enhanced interpersonal skills can also foster openness, honesty, and trust Using multiple channels increases effectiveness of communication Organizational structure should fit communication needs Copyright ©2012 by South-Western, a division of Cengage Learning. All rights reserved.