2. Describe how effective and ineffective communication can influence an organization
Outline the components of interpersonal communication and describe different styles of communication
Explain how managers build credibility in an organization and how communication is used to persuade teams
Describe the advantages and disadvantages of the different mediums and channels of communication
Describe the ways in which communication processes should be modified or adapted to fit different cultural situations
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3. Communication
Using sounds, words, pictures, symbols, gestures, and body language to exchange information
Includes interpretation of information
Is a two-way process of conveying, exchanging, processing, and evaluating information
Effective communication helps create agile, flexible and competitive organization
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4. Core Components of Communication
Sender
Message
Medium
Receiver
Response
Interpretation
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5. Figure 19.1 - Communication Process
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6. Getting the Message Across
The intended audience
The content of the message
Factors to consider when broadcasting a message
The goal/objective of the communication
The medium chosen for conveying the message
The context in which the message is transmitted
The response or feedback
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7. Interpersonal Communication
Occurs in one-on-one or small group settings
Relies on ability to be self-aware, to relate well to others, to be persuasive, to listen, and to reflect
Verbal communication: Use of sounds, letters, words, pictures, and symbols to convey a message
Nonverbal communication: Use of body language, vocal qualities, and space and objects to convey meaning to messages
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8. Nonverbal Communication Features
Use of posture, body movement, hand and arm gestures, facial expressions, and eye contact to convey meaning to messages
Body language
Inflection patterns, rate of speech, fillers, and enunciation
Vocal qualities
Convey meaning through the way a meeting space is arranged, objects are used, or individuals are dressed
Space and objects
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9. Table 19.1 - Nonverbal Communication Behaviors
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10. Communication Styles
Ways in which one interacts and delivers information to others when communicating
Openness
Ease with which individuals show emotions and are emotionally accessible to other people when they communicate
Directness
Amount of control an individual attempts to exercise in organizational situations
Listening
Extent to which the receiver of the message hears what the speaker/ sender intended
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11. Table 19.2 - Communication Styles
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12. Gender Differences in Communication
Men
Prefer communication opportunities that accentuate their position of power
Communicate upward, but shy away from seeking advice or input from senior management
Focus on self-promotion, which leads to a more aggressive communication style
Women
Pay less attention to power dynamics in their communication
Focus on building rapport and collaboration among individuals
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13. The Ladder of Inference
Using assumptions or biases formed from past experiences to make a judgment on the intentions of another individual
Looking and observing at data and focusing on some aspect of it
Adding meaning to this data based on their mental model of the world
Making assumptions about the data based on the meanings that were added
Drawing conclusions from these assumptions
Adopting beliefs and making generalizations
Taking actions based on beliefs and generalizations
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14. Figure 19.2 - Ladder of Inference
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15. Active Listening and Supportive Communication
Seeking to understand the perspective of the speaker
Reflecting that understanding back to him or her
Active listening
Offering advice and suggestions (advising)
Relating similar experiences (deflecting)
Asking follow-up questions for clarification (probing)
Reiterating the main points (reflecting)
Supportive communication
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16. Table 19.3 - Forms of Supportive Communication
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17. Persuasion Enhancing persuasion
Process by which an individual or a group captures an audience and influences, changes, or reinforces their perspectives, opinions, and behaviors
Enhancing persuasion
Keep messages simple, real, and give others the information needed to make a decision
Listen before speaking
Channel fear into excitement by encouraging others to provide input
Repeat the message personally and consistently
Choose words carefully
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18. Figure 19.3 - Building Advocacy and Inquiry
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19. Figure 19.4 - Building Credibility
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20. Storytelling
Builds an emotional connection between the speaker and the audience
Strong driver for change or motivation for action
Helps build trust between the speaker and the audience
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21. Organizational Communication
Communication systems
The formal and informal structures that facilitate how communication is transmitted throughout an organization
Communication media
The formats used to convey messages, including oral, written, and electronic
Network etiquette or netiquette
Think before writing
Avoid all capital letters in messages
Read messages carefully before sending them
Be crisp and on point
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22. Figure 19.6 - When to Use Certain Communication Methods
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23. Communication Channels
Conduits used to deliver oral, written/print, and electronic media, including vertical channels and horizontal channels
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24. Figure 19.7 - Vertical and Horizontal Organizational Communication
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25. Communication Networks
Formal and informal connections through which individuals use their relationships with others to send and receive messages
By size - Whole systems, cliques, and personal networks
By function - Production, maintenance, social connection, and innovation
By centrality and dominance - Formal with gatekeepers and informal as a grapevine
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26. Communication Breakdowns
Communication audit
Process of reviewing the communication systems in place in an organization
Employee focus groups or interviews
Communication logs
Information sources for a communication audit
Questionnaires and surveys
Content analysis of publications, manuals, and handbooks
Network analysis
Technology or media analysis
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27. Cross-Cultural Communication
Enunciate and speak slower
Use formal titles and names instead of familiar forms
Bridging linguistic and communication
differences
Avoid slang, colloquialisms, and profanity
Be careful about how numbers are written
Be careful telling jokes that may be culturally sensitive
Be careful with the formatting of dates
Use plenty of white space in communications
Seek advice when un clear of linguistic or cultural standards
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28. KEY TERMS
Body language Communication Communication audit Communication channels Communication media Communication style Communication systems Directness Interpersonal communication
Ladder of inference Listening Nonverbal communication Openness Persuasion Space and objects Supportive communication Verbal communication Vocal qualities
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