1. CHAPTER 13 Communication Andrew J. DuBrin
Essentials of Management, 6/e South-Western College Publishing Copyright © 2003
Screen graphics created by:
Jana F. Kuzmicki, PhD, Christian Brothers University 1

2. After reading this chapter, you should be able to:
13.1
After reading this chapter, you should be able to:
Describe the steps in the communication process.
Recognize the major types of nonverbal communication in the workplace.
Explain and illustrate the difference between formal and informal communication channels.
Identify major communication barriers in organizations.
Develop tactics for overcoming communication barriers.
Describe how to conduct more effective meetings.
Describe how organizational (or office) politics affects interpersonal communication. 2

3. The Communication Process
13.2
The Communication Process
Noise
Encoding
Decoding
Communication Media
Noise
Feedback
Adapted from Exhibit 13.1 3

4. Types of Nonverbal Communication
13.3
Types of Nonverbal Communication
Environment
Facial expressions
Body placement
Hand
and body gestures
Voice quality
Posture
Dress and appearance
Mirroring
Use of time 4

5. Formal Communication Channels
13.4
Formal Communication Channels
Horizontal
Downward
Upward
Diagonal
Informal Communication Channels
“Grapevine” - Rumors,
chance encounters 5

6. Barriers to Communication
13.5
Barriers to Communication
Input
Throughput (Noise)
Output
Communication Barriers
Low Motivation and Interest
Inappropriate Language
Defensive Communication
Filtering
Insufficient Nonverbal Communication
Information Overload
Poor Communication Skills
Electronic Communication Problems
Message
as Sent
Message as
Received
Adapted from Exhibit 13.4 6

7. How to Overcome Communication Barriers
13.6
How to Overcome Communication Barriers
Understand the Receiver
Communicate Assertively
Use Two-Way Communication
Unite with a Common Vocabulary
Elicit Verbal and Nonverbal Feedback
Enhance Listening Skills
Be Sensitive to Cultural Differences
Be Sensitive to Gender Differences
Engage in Metacommunication
Effective
Communication
Adapted from Exhibit 13.5 7

8. How to Conduct an Effective Meeting
13.7
How to Conduct an Effective Meeting
1. Meet only for valid reason
2. Have a specific agenda and adhere to it
3. Share decision-making authority
4. Keep comments brief and to the point
5. Encourage critical feedback and commentary
6. Strive for wide participation
7. Provide summaries for each major point
8. Strive for consensus, not total acceptance
9. Congratulate members when they reach a decision
10. Ensure that all follow-up action is assigned and recorded 8

9. Playing Office Politics
13.8
Playing Office Politics
1. Develop power contacts
2. Be courteous, pleasant, and positive
3. Ask satisfied customers to contact your boss
4. Send thank-you notes to large numbers of people
1. Back stabbing
2. Setting up another person to fail
3. Territorial games
Four Relatively Ethical Tactics
Three Relatively Unethical Tactics 9

10. E-Mail Communication Pros Cons Fast Efficient Popular
13.9
Communication
Pros
Fast
Efficient
Popular
Easy dissemination of copies
Ideal for communicating routine messages
24-hour-per-day accessibility
Cons
Overwhelming volume
Time involved in responding
Assumption that each will be answered immediately, fostering knee-jerk responses
Easy dissemination results in proliferation of copies
Potential medium for back stabbing
Can seem much harsher than face-to-face contact
Ill-suited for complex or sensitive messages
Lack of confidentiality 10