1. TOPIC 8 – CH 13 MANAGING COMMUNICATION AND INFORMATION
Robbins, S.P., DeCenzo, D. A., and Coulter, M., (2015), Fundamentals of Management: Essential Concepts and Applications, Global Edition (9th ed.) Upper Saddle River , New Jersey, Pearson.
BPA10202 / BPK20502

2. LEARNING OUTCOMES
Describe what managers need to know about communicating effectively.
Explain how technology affects managerial communication.
Discuss contemporary issues in communication.

3. LO1 Describe what managers need to know about communicating effectively.

4. Effective Communication
A transfer of understanding and meaning from one person to another.
Everything a manager does involves communication

5. The Communication Process

6. The Communication Process
Exhibit 13-1 depicts the seven-part communication process of transferring and understanding meaning:
The sender is the source of the communication.
Encoding means converting a message into symbolic form.
The message is the purpose to be conveyed in the communication.
The channel is the medium by which a message travels.
Decoding means translating a received message.
The receiver is the recipient of the communication.
Feedback is checking to see how successfully a message has been transferred.

7. Factors Affecting Encoding
Skill
Skill determines a person’s total communicative success and includes speaking, reading, listening, and reasoning skills
Attitudes
Attitudes influence our behavior.
Knowledge
Knowledge of the subject matters allows us to communicate more clearly or, if our knowledge is quite extensive, to confuse our receiver with overly complex information
Social cultural system

8. Factors Affecting Encoding
Social cultural system
Finally, our position in our social cultural system—our beliefs and values—influences each of us as a communicative source

9. Communication Channels
Formal channels vs Informal channels
Formal channels are established by the organization, transmit job-related messages, and traditionally follow the authority network within the organization.
Personal or social messages follow the informal channels in the organization.

10. Decoding and Feedback Decoding: Feedback:
Translating a received message.
The skills, attitudes, knowledge, and social culture of the receiver to whom the message is directed affect his or her ability to decode the message
Feedback:
Checking to see how successfully a message has been transferred.
Given the cultural diversity of today’s workforce, effective feedback is critical.

11. Written vs. Verbal Communication
Written communications include memos, letters, , and other forms of digital communication, organizational periodicals, bulletin boards, or any other device that transmits written words or symbols.
Advantages
Tangible/verifiable
Permanent record
Stored for later reference
Well-thought out
Drawbacks:
Time consuming
Doesn’t lend itself to feedback like oral communication

12. The Grapevine
The grapevine is the unofficial way that communications take place in an organization and it’s neither authorized nor supported by the organization.
In the grapevine, information is spread by word of mouth—and even through electronic means.
Good information travels quickly, but bad information travels even more quickly

13. The Grapevine
The biggest issue about grapevines is the accuracy of the information that is communicated.
Research shows that in an organization characterized by openness, the grapevine may be extremely accurate.
However, in an authoritative culture, the rumor mill may be inaccurate but still contain some element of truth.

14. Nonverbal Cues
Some of the most meaningful communications are neither spoken nor written.
These nonverbal communications—such as a loud siren, red flashing light, the size of a person’s office and desk, or someone’s clothing—convey messages to others.
The best-known areas of nonverbal communication are body language and verbal intonation

15. Nonverbal Cues
Body language refers to gestures, facial configurations, and other movements of the body.
Hand motions, facial expressions, and other gestures can communicate emotions or temperaments such as aggression, fear, shyness, arrogance, joy, and anger.
Verbal intonation refers to the emphasis someone gives to words or phrases, and can make a statement sound defensive or friendly.
The adage “it’s not what you say but how you say it” is something managers should remember as they communicate.

16. Communication Barriers

17. Overcoming Communication Barriers

18. LO2 Explain how technology affects managerial communication.

19. Technology and Communication
Information technology has radically changed the way organizational members communicate. IT,
Improves managers ability to monitor individual and team performance,
Allows employees to have more complete information to make faster decisions,
Provides employees more opportunities to collaborate and share information, and
Allows employees to be fully accessible 24/7.
Two developments in information technology have had particularly significant effects on current managerial communication:
Networked computer systems
Wireless capabilities

20. Networked Communication
In a networked computer system, organizational computers are linked through compatible hardware and software, creating an integrated organizational network.
Employees communicate with each other and get information wherever they are.

21. Networked Communication Applications
is the instantaneous transmission of messages on linked computers.
It’s fast, cheap, efficient and convenient.
It allows messages to be read at the reader’s convenience, and print if needed.
On the down side, is slow and cumbersome.
Some organization members use instant messaging (IM), interactive, real-time communication among computer users who are logged on to the computer network at the same time.
It’s instantaneous communication, without having to wait for colleagues to read .
But users must be logged on a the same time and there are potential network and data security breaches.

22. Networked Communication Applications
A voic system digitizes a spoken message, transmits it over the network, and stores the message for the receiver to retrieve later.
This capability allows information to be transmitted even though a receiver may not be physically present to take the information.
Receivers can save, delete, or route the message to other parties.
A downside to voic is no immediate feedback for the caller.
Fax machines transmit documents containing both text and graphics over ordinary telephone lines.
On the plus side they allow organization users to quickly and easily share a printed form of information.
On the down side, privacy can be compromised.

23. Networked Communication Applications
Electronic data interchange (EDI) allows organizations to exchange business transaction documents—such as invoices or purchase orders— using direct computer-to-computer networks.
This saves time and money by eliminating printing and handling of paper documents.
Teleconferencing and videoconferencing meetings allow people to confer simultaneously by telephone, , or video screens.
Participants don’t need to be in the same physical location to share information and collaborate.
This technology saves travel money.

24. Networked Communication Applications
An organizational intranet is an organizational communication network using Internet technology that’s accessible only to organizational employees.
It allows users to share information and collaborate on documents and projects.
It provides access to company policy manuals and employee-specific materials.
There are, however, possible network and data security breaches.
An organizational extranet is an organizational communication network using Internet technology that’ allows authorized organizational users to communicate with certain outsiders such as customers or vendors.
It allows for faster and more convenient communication but there are concerns about network and data security breaches.

25. Networked Communication Applications
Finally, organizations are using Internet- based voice/video communication, through services such as Skype, Viber , FaceTime, Vonage, and Yahoo!.
It allows for fast and convenient communication, but as with so many of these options, there are concerns about network and data security breaches.

26. Wireless Communication
In wireless communication systems, people can be connected without being physically “plugged in” at work.
Mobile technology is extremely popular, with the payoff being an improvement in the way you work.
This means that people don’t have to be physically “at the office” in order to communicate, collaborate, and share information with managers and colleagues.
Managers and employees can “keep in touch” using smartphones, tablet computers, notebook computers, and mobile pocket communication devices.
And wireless communication works. Anywhere on the planet. People can send and receive information from anywhere. From the summit of Mt. Everest to the remotest locations.

27. LO3 Discuss contemporary issues in communication

28. Contemporary Issues Communication management in an Internet world
Managing the organization’s knowledge resources
Communicating with customers
Getting employee input
Communicating ethically

29. 1. Communication in an Internet World
Legal and security issues
Electronic information is potentially admissible in court
Sensitive, proprietary information at risk
Lack of personal interaction.
Social media can minimize personal interaction

30. 2. Knowledge Management
Cultivating a learning culture in which organizational members systematically gather knowledge and share it with others.
Online information databases
employees can communicate, access research, and learn from other staff how to do their jobs more effectively and efficiently
Communities of practice
groups of people who share a concern, a set of problems, or a passion about a topic, and who deepen their knowledge and expertise in that area by interacting on an ongoing basis.

31. 3. Customer Service Three components in any service delivery process:
Service organization
Individual service provider
Each plays a role in whether communication is working.
While managers don’t have control over what or how the customer communicates, they can influence the other two processes

32. 3. Strong Service Culture
Finding out what customer needs are, meeting these needs, and following up to make sure those needs were met satisfactorily.
Each of these activities involves communication, whether face-to-face, by phone or , or through other channels

33. 4. Employee Input

34. 5. Ethical Communication
Presented material that contains all the relevant information, is true in every sense, and is not deceptive in any way
Managers encourage ethical communication by establishing clear ethical guidelines for behavior and business communication
If no clear ethical guidelines exist, apply the following questions to help you think through your communication choices and consequences:
Has the situation been defined fairly and accurately?
Why is the message being communicated?
How will the people who may be affected by the message or who receive the message be impacted?
Does the message help achieve the greatest possible good while minimizing possible harm?
Will this decision that appears to be ethical now seem so in the future?
How comfortable are you with your communication effort?
What would a person you respect think of it?