1. Chapter 17
Communication

2. Communication is the Manager’s Job
Today’s complex business environment depends on effective communication
Managers spend 80% of their day communicating
48 minutes of every hour is spent:
In meetings
On the telephone
Communicating online
Talking informally
Communication permeates every management function
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3. What is Communication?
Communication is the process by which information is exchanged and understood by two or more people, usually with the intent to motivate or influence behavior
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4. 17.1 The Manager as Communication Champion
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5. 17.2 The Communication Process
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6. Communicating Among People
Communication can break down if the sender and receiver do not encode or decode in the same way
Cultural differences can add to the communication challenge
Some cultures are high-context while others are low-context
Copyright ©2012 by South-Western, a division of Cengage Learning. All rights reserved.

7. Communication Channels
Managers must choose appropriate channel to convey messages
Routine versus nonroutine messages
Each communication channel has advantages and disadvantages
Channel richness – the amount of information that can be communicated in an episode
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8. 17.3 A Continuum of Channel Richness
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9. Communicating to Persuade and Influence Others
The ability to persuade and influence is critical
Issuing directives is no longer an effective way to get things done
To persuade and influence, managers must communicate frequently and easily
Communication apprehension is the avoidance of communication due to fear/anxiety
Communication means sharing to be effective
Copyright ©2012 by South-Western, a division of Cengage Learning. All rights reserved.

10. Gender Differences in Communication
Managers must be aware of factors that influence communication
For most women, talking means conversation
Women connect, involve, and participate through communication
Men use verbal language to exhibit knowledge and skill
Women’s style may be more appropriate for leading and inspiring
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11. Nonverbal Communication
Message sent through human actions and behavior
Body language
Facial expressions
Gestures
Touch
Use of space
Can express enthusiasm, warmth, confidence, arrogance, indifference, and displeasure
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12. Listening
The skill of grasping both facts and feelings to interpret a message’s meaning
Listening to employees and customers is important
Information in organizations flows from the bottom up
Managers today know the importance of feedback
Blogs are being used to stay in touch with employees and customers
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13. 17.4 Ten Keys to Effective Listening
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14. Organizational Communication
Managers are responsible for establishing and maintaining formal communication
Formal communication channels flow within the chain of command
Communication in organizations:
Downward
Upward
Horizontal
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15. 17.5 Communication in Organizations
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16. Team Communication Channels
Form of horizontal communication
Teams must choose the method of communicating
Centralized team communication must communicate through one individual
Individuals communicate freely in a decentralized network
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17. 17.6 Team Communication Networks
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18. Personal Communication Channels
Personal communication may exist with formal channels
Personal communication network is personal networking across organizational boundaries
The grapevine “gossip” can be a valuable tool for managers; it links people across the organization
Written communication is a key skill with the growth of and collaboration
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19. Build it before you need it Never eat lunch alone Make it win-win
Networking Tips
Build it before you need it
Never eat lunch alone
Make it win-win
Focus on diversity
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20. Tips for Improving Writing Skills
Respect the reader
Know your point and get to it
Write clearly rather than impressively
Get a second opinion
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21. Crisis Communication Communication is crucial during times of crisis
Management skills for dealing with crisis:
Stay calm, listen hard
Be visible
Get the awful truth out
Communicate a vision for the future
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22. Communication Technology
21% growth in new customers
Twitter and Facebook use jumped 31%
Increased desire for instant access and information sharing
Companies are using new technology to connect with employees and customers
Podcasts, blogs, and wikis are other effective collaboration tools
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23. Climate of Trust and Openness
Open communication and dialogue encourage honesty
Enhanced interpersonal skills can also foster openness, honesty, and trust
Using multiple channels increases effectiveness of communication
Organizational structure should fit communication needs
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