1. Exploring Management
Chapter 15
Communication

2. Chapter 15 What is communication and when is it effective?
What are the major barriers to effective communication?
How can we improve communication with people at work?
Communication is more important and complex and than most of us realize.

3. 15.1 Effective Communication
Communication is a process of sending and receiving messages with meanings attached
Communication is effective when the receiver understands the sender’s messages
Communication is efficient when it is delivered at a low cost to the sender
Communication is persuasive when the receiver acts as the sender intends.
There are a lot of ways to communicate. Whatever method is used, if the communicating parties truly understand each other, the method used is a good one.

4. EFFECTIVE COMMUNICATION Communication Process
Process of sending and receiving messages with meanings attached
Check Your Communication Skills
Use , voic , text messaging
Write memos, letters, reports
Network with peers and mentors
Conduct job interviews
Run meetings, contribute to meetings
Give persuasive presentations
Work well in teams
Give and receive feedback
Managers communicate many different ways

5. EFFECTIVE COMMUNICATION Communication Process
Students are probably familiar with the two-way communication process. Managers have the added challenge of communicating and soliciting feedback from a diverse group, and accuracy of communication is essential.

9. EFFECTIVE COMMUNICATION Communication Process
Receiver must understand the sender’s message
Efficient Communication
Communication occurs at minimum cost
Effective communication is very important for managers. Choosing the right medium for training employees or giving directives can make a big difference in how well the receiver understands the message. Cost includes time and effort in addition to expense.

10. EFFECTIVE COMMUNICATION Communication Process
Persuasive communication
Convincing others to accept, support and act on the message
Credible communication
Earns trust, respect and integrity
Many persuasive communicators are not very credible. Students can probably contribute many examples, including Bernard Madoff, hoaxes and scams, supermarket tabloids, infomercials, recruiters etc…

11. 15.2 Communication Barriers
Poor use of communication channels makes it hard to communicate effectively
Poor written or oral expression makes it hard to communicate effectively
Failure to spot nonverbal signals makes it hard to communicate effectively
Status differences make it hard to communicate effectively.
Physical distractions make it hard to communicate effectively
The choice of a communication channel or medium is part of the message. “The medium is the message”.

12. COMMUNICATION BARRIERS Communication Channels
Poor use makes effective communication difficult
Noise interferes with the communication process
Most of us do not multi-task as well when we are trying to communicate as we think we do. It’s no wonder we are so often misunderstood when we attempt to talk while using the computer or carry on two conversations at once. Does using a laptop or texting during a meeting or college lecture class qualify as noise?

13. COMMUNICATION BARRIERS Communication Channels
Medium used to carry message
Channel richness
Ability of the channel to convey meaning
Video conferencing is becoming popular for being effective and efficient. It is effective in providing high channel richness, yet is much less expensive than face to face meetings when travel is involved.

14. COMMUNICATION BARRIERS Communication Channels
Poor written or oral expression makes it hard to communicate effectively
Managers need to use effective communication. Others may make wrong assumptions about a manager’s expertise, qualifications or experience if written communication contains errors or poor presentation skills make a bad impression. If you spend hours preparing a perfect report or presentation slides, put equal effort into effectively presenting it in person.

15. COMMUNICATION BARRIERS Communication Channels
Nonverbal communication
Gestures, expressions, posture and interpersonal space
Mixed messages
Words and nonverbal signals don’t match
Mixed messages are situations when your non-verbal communication doesn’t match what you say. Sarcasm is a good example. Not everyone interprets mixed messages the same way. They can be very confusing.
When communicating in another country or with someone of another culture one may run into confusing non-verbal communication. The non-verbals in this picture may be worth exploring.

16. COMMUNICATION BARRIERS Communication Channels
Status differences
Filtering distorts information to make it more favorable to recipient
Plan the time and place to communicate important information. Discipline interviews, training and performance appraisals are examples of communication that needs an appropriate setting, free of distractions.

17. COMMUNICATION BARRIERS Communication Channels
Physical distractions
Plan message to minimize distractions and interruptions
Managers that do not seem approachable may not receive all of the information they need.

18. 15.3 Improving Communication
Active listening helps people say what they really mean
Constructive feedback is specific, timely and relevant
Office spaces can be designed to encourage interaction and communication
Transparency and openness ensure that accurate and timely information is shared
In today’s global communication, technology has certainly provided more communication. Whether it has provided better communication depends on the complexity and sensitivity of the message being communicated.

19. 15.3 Continued Improving Communication
Appropriate use of technology can facilitate more and better communication
Sensitivity and etiquette can improve cross-cultural communication

20. IMPROVING COMMUNICATION Listening
Active listening
Helps the source of a message say what he or she really means
Listening is power. Those that are good listeners have much more access to people and information than those that are poor listeners or would rather talk. Active listening requires that you clear your mind of other things and focus completely on the person who is talking. Too often, we only partially listen.

21. IMPROVING COMMUNICATION Listening
Rules for better listening
Listen for message content
Listen for feelings
Respond to feelings
Note all cues
Paraphrase and restate
Communication is more effective if the listener follows this advice.

22. IMPROVING COMMUNICATION Feedback
Process of telling someone else how you feel about something that person did or said
Should be
At the right time
Genuine
Specific
Stick to the essentials
Given in small doses
It is important to give feedback even if you understand the message. A short confirmation can avoid many errors and it will be appreciated by the sender. It’s also important to seek feedback if you’re the sender.

23. Proxemics Proxemics The study of the way we use space
Physical distance between people conveys varying intentions in terms of intimacy, openness, and status.

24. IMPROVING COMMUNICATION Openness
Communication transparency
Honest, open, accurate and complete information
Open-book management
Employees are given essential financial information about their employers
Employees want accurate information regarding the employer’s strategy, plans and financial information. It may not be possible to be completely open, but every attempt should be made to provide employees with the information they need.

25. IMPROVING COMMUNICATION Physical Setting
Work spaces designed to encourage interaction and communication
Proxemics
Sitting opposite the receiver can be confrontational. Sitting beside the receiver is more cooperative.

26. IMPROVING COMMUNICATION Technology
Appropriate use of technology can facilitate more and better communication
Text
Social networking
Technology has revolutionized personal and business communication. Every medium is not appropriate for every message, however. Ask students which of these is most appropriate for:
A directive
Recruiting
Confirming appointments
Positive reinforcement
Community building

27. IMPROVING COMMUNICATION Technology
Electronic grapevine
Transmit information around informal networks inside and outside the organization
True and false information can circle the globe in a very short timeframe. Many organizations filter and monitor Internet use. It is difficult to avoid personal communications while at work but, as a rule of thumb, you should not communicate any personal message that you would not want your employer to hear or see.

28. IMPROVING COMMUNICATION Cross-Cultural Communication
Ethnocentrism
Consider one’s own culture to be superior
Cultural etiquette
Appropriate manners and behavior when communicating with people from other cultures
You can communicate better with people of another culture if you take some time to understand some of the basics of their culture.