15Chapter CommunicationCommunication

© Copyright McGraw-Hill. All rights reserved.15–2 Chapter #15 Learning Objectives By the end of this discussion you should:By the end of this discussion you should:  Understand why we communicate and how the communication process works.  Know how to select communication media that is appropriate for your purpose.  Have a better understanding of how technology is changing the way we communicate.  Describe the communication networks that exist in groups and teams.  Understand how you can be a better sender and receiver of information.

© Copyright McGraw-Hill. All rights reserved.15–3 Purposes of Communication Coordinate ActionsCoordinate Actions Share InformationShare Information Satisfy Social needsSatisfy Social needs

© Copyright McGraw-Hill. All rights reserved.15–4 Communication and Management CommunicationCommunication  The sharing of information between two or more individuals or groups to reach a common understanding. Importance of Good CommunicationImportance of Good Communication  Increased efficiency  Improved quality of products and services  Increased responsiveness to customers  More innovation through communication

© Copyright McGraw-Hill. All rights reserved.15–5 The Communication Process Figure 15.1

© Copyright McGraw-Hill. All rights reserved.15–6 Communication Issues Verbal CommunicationVerbal Communication  The encoding of messages into words, either written or spoken NonverbalNonverbal  The encoding of messages by means of facial expressions, body language, and styles of dress.

© Copyright McGraw-Hill. All rights reserved.15–7 The Role of Perception in Communication Senders and receivers communicate based on their subjective perceptions.Senders and receivers communicate based on their subjective perceptions.  Subjective perception can lead to biases and stereotypes that can interfere with effective communication.  Effective managers avoid communications based on biases and stereotypes.

© Copyright McGraw-Hill. All rights reserved.15–8 PerceptionsPerceptions Perception is the process through which people select, organize and interpret input.Perception is the process through which people select, organize and interpret input. Perceptual Process:Perceptual Process:  Attention and selection  Organization  Interpretation “Perception is Reality”

© Copyright McGraw-Hill. All rights reserved.15–9 Perceptual Distortions Selective perceptionSelective perception StereotypeStereotype Halo/Horn effectHalo/Horn effect

© Copyright McGraw-Hill. All rights reserved.15–10 Information Richness of Communication Media Figure 15.2

© Copyright McGraw-Hill. All rights reserved.15–11 Dos and Don’ts allows telecommuting employees to work from home and keep in contact. allows telecommuting employees to work from home and keep in contact. The use of is growing rapidly and e- mail etiquette is expected:The use of is growing rapidly and e- mail etiquette is expected:  Typing messages in all CAPITALS is seen as “screaming” at the receiver.  Punctuate your messages for easy reading and don’t ramble on.  Pay attention to spelling and treat the message like a written letter.

© Copyright McGraw-Hill. All rights reserved.15–12 Communication Networks in Groups and Teams Figure 15.3

© Copyright McGraw-Hill. All rights reserved.15–13 Technological Advances in Communication InternetInternet  Global system of computer networks used by many firms use it to communicate with their suppliers. World Wide Web (WWW)World Wide Web (WWW)  Provides multimedia access to the Internet. IntranetsIntranets  A company-wide system of computer networks for information sharing by employees inside the firm.

© Copyright McGraw-Hill. All rights reserved.15–14 Technological Advances in Communication GroupwareGroupware  Computer software that enables members of groups and teams to share information with each other and improve communication. Best used to support team-oriented working environments.Best used to support team-oriented working environments.

© Copyright McGraw-Hill. All rights reserved.15–15 Barriers to Effective Communication Messages that are unclear, incomplete, difficult to understandMessages that are unclear, incomplete, difficult to understand Messages sent over the an inappropriate mediumMessages sent over the an inappropriate medium Messages with no provision for feedbackMessages with no provision for feedback Messages that are received but ignoredMessages that are received but ignored Messages that are misunderstoodMessages that are misunderstood

© Copyright McGraw-Hill. All rights reserved.15–16 Barriers to Communication Sender and receiver communicate based on their perception.Sender and receiver communicate based on their perception. Semantics (Jargon)Semantics (Jargon) Selective Listening - receiverSelective Listening - receiver Filtering - senderFiltering - sender Level of TrustLevel of Trust Messages delivered through automated systems that lack the human elementMessages delivered through automated systems that lack the human element

© Copyright McGraw-Hill. All rights reserved.15–17 Communicating Effectively SendersSenders  Send clear and complete messages.  Encode messages in symbols the receiver understands.  Select a medium appropriate for the message and, importantly, one that is monitored by the receiver.  Avoid filtering and distortion as the message passes through other workers.  Ensure a feedback mechanism is included in the message.  Provide accurate information to avoid rumors.

© Copyright McGraw-Hill. All rights reserved.15–18 Communicating Effectively ReceiversReceivers  Active Listening Pay attention to what is sent as a message.Pay attention to what is sent as a message. Be a good listener: don’t interrupt.Be a good listener: don’t interrupt. Ask questions to clarify your understanding.Ask questions to clarify your understanding. Be empathetic: try to understand what the sender feels.Be empathetic: try to understand what the sender feels.  Understand linguistic styles: different people speak differently.  Speed, tone, pausing all impact communication.

© Copyright McGraw-Hill. All rights reserved.15–19 ConclusionConclusion Communication is a complicated process.Communication is a complicated process. Both the sender and receiver need to work at obtaining effective communication.Both the sender and receiver need to work at obtaining effective communication. The use of technology has increased the speed of communication, but has increased potential barriers to communicating effectively.The use of technology has increased the speed of communication, but has increased potential barriers to communicating effectively.