©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Organizational Communications The Communication Process Communication Management Organizational Communication CHAPTER 13

©2013 Cengage Learning. All Rights Reserved. Business Management, 13e The Communication Process GOALS ● Describe the communication process and barriers to effective communication. ● Describe the various communication channels. 2 CHAPTER 13

©2013 Cengage Learning. All Rights Reserved. Business Management, 13e The Communication Model ● Communicating-speaking, listening, writing, and reading ● Communication – sharing information 3 CHAPTER 13

©2013 Cengage Learning. All Rights Reserved. Business Management, 13e ©2013 Cengage Learning. All Rights Reserved. Managers’ Communication Activities as a Percent of Time 4 CHAPTER 13 © Cengage Learning 2013.

©2013 Cengage Learning. All Rights Reserved. Business Management, 13e ©2013 Cengage Learning. All Rights Reserved. The Communication Process 5 CHAPTER 13 © Cengage Learning Communication process Between senders and receivers Feedback-receivers response to a sender’s message

©2013 Cengage Learning. All Rights Reserved. Business Management, 13e The Communication Model ● Distractions ● Potential cause of communication problems ● Whispering, phones, loud noises grammar errors ● Distortions ● People consciously or unconsciously change info. ● People “hear” what they want 6 CHAPTER 13

©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Channels of Communication ● Oral communication ● Speaking, attend meetings, phone calls ● Written communication ● Messages should be concise ● Give good news first and then bad news with an explanation 7 CHAPTER 13

©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Channels of Communication ● Nonverbal communication ● Delivers message without speaking or writing ● Charts, diagrams, pictures ● Body language-gestures & movements to communicate ● Examples: frowns, smiles, posture, hand movements, eye contact 8 CHAPTER 13

©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Channels of Communication ● Electronic communication – verbal, written, or nonverbal ( popular due to lowering cost, speed, decision making, improve productivity) ● policies ● Business track inbound and outbound messages ● Internet & should be for business use only ● Flame – contains abusive, threatening, or offensive content, it can violate company policy or public law 9 CHAPTER 13

©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Channels of Communication ● practices ● Spam – unsolicited advertising that finds its way into mailboxes ● Teleconferencing ● Audio or video meetings with multiple locations ● Wireless ● Cell-phones dominate electronic verbal communication 10 CHAPTER 13

©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Communication Management GOALS ● Explain how organizational culture influences formal and informal communication networks. ● Describe how to manage teams effectively. 11 CHAPTER 13

©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Organizational Culture ● Organizational culture—the collection of beliefs and patterns of behavior that are shared by people within an organization ● Closed culture ● Relies on top-down decision making ● Rigid rule making, distrust and secrecy, discourage creativity and decision making ● Open culture ● Encourages creativity and problem solving at all levels 12 CHAPTER 13

©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Communication Networks ● Formal communication network ● System of official channels that carry organizational approved messages: ● Messages flow upward, downward, and across the organization ● Experts estimate 80% of poor management occur because of ineffective communication 13 CHAPTER 13

©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Communication Networks ● Informal communication networks ● Unofficial ways that employees share information in an organization ● Managers work with informal group leaders to obtain support and test new ideas 14 CHAPTER 13

©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Communication Networks ● Grapevine ● Informal messages travel quickly and can be distorted (labeled as rumors) ● However, grapevines can convey accurate messages ● Managers should not interfere with grapevines ● Fill the social need or workers to communicate about their work lives 15 CHAPTER 13

©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Managing Teams Effectively ● Nominal group technique (NGT) ● Group of problem-solving method in which team members write down and evaluate ideas shared with the team ● Private voting encourages employees to choose the best solution versus defending their suggestions 16 CHAPTER 13

©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Managing Teams Effectively ● Brainstorming ● Wild and imaginative ideas are encouraged ● Team should not judge ideas good or bad during brainstorming ● Used to deal with problems that need creative solutions 17 CHAPTER 13

©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Organizational Communication GOALS ● Describe different ways to resolve communication conflicts. ● Describe the problems that can occur with cross-cultural communication. ● Identify ways to improve communication in organizations. 18 CHAPTER 13

©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Communication Conflicts ● Desirable conflict ● Small amount of conflict is sometimes beneficial ● Conflicting goals not resolved cause long-term problems ● Undesirable conflict ● Some conflict in organizations can be healthy but too much can be harmful 19 CHAPTER 13

©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Communication Conflicts ● Resolving conflict ● Avoidance strategy ● Avoids the conflict ● When conflict is unimportant can be best approach ● Compromise strategy ● Everyone agrees to a mutual solution ● Win/lose strategy ● No one compromises so one person wins and one loses 20 CHAPTER 13

©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Cross-Cultural Communication ● Language differences ● Intense language training to managers in foreign branches ● Cultural differences ● Nonverbal differences ● Standing proximity ● Hand-shaking 21 CHAPTER 13

©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Improving Organizational Communication ● Encourage two-way communication ● Between owners and employees ● Organizations are more successful ● Listen actively ● Ten Rules for Good Listening (page 348) ● #1 Stop talking! ● #10 Stop talking! 22 CHAPTER 13

©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Improving Organizational Communication ● Facilitate upward communication ● ”management walking around” ● Chat with employees about various problems and conditions 23 CHAPTER 13

©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Improving Organizational Communication ● Select communication channels carefully ● Written is best for new policy or revised operating procedure ● Two-channels of communication is best ● First oral then written ● Compliment employee for excellent work 24 CHAPTER 13