1. PowerPoint Presentation by Charlie Cook Communicating for Results Chapter 11 Copyright © 2003 South-Western/Thomson Learning. All rights reserved.

2. Copyright © 2003 by South-Western/Thomson Learning. All rights reserved. 11–2 Learning Outcomes

3. Copyright © 2003 by South-Western/Thomson Learning. All rights reserved. 11–3 Learning Outcomes (cont’d)

4. Copyright © 2003 by South-Western/Thomson Learning. All rights reserved. 11–4 Organizational Communication Vertical Communication –The flow of information both downward and upward through the organizational chain of command. Horizontal Communication –The flow of information between colleagues and peers. Grapevine –The flow of information in any direction throughout the organization.

5. Copyright © 2003 by South-Western/Thomson Learning. All rights reserved. 11–5 Organizational Communication: Formal Communication Exhibit 11–1a

6. Copyright © 2003 by South-Western/Thomson Learning. All rights reserved. 11–6 Organizational Communication: Informal Communication Exhibit 11–1b

7. Copyright © 2003 by South-Western/Thomson Learning. All rights reserved. 11–7

8. Copyright © 2003 by South-Western/Thomson Learning. All rights reserved. 11–8 The Communication Process Exhibit 11–2

9. Copyright © 2003 by South-Western/Thomson Learning. All rights reserved. 11–9 The Communication Process Encoding –The sender’s process of putting the message into a form that the receiver will understand. Communication Channels –The three primary channels are oral, nonverbal, and written. Decoding –The receiver’s process of translating the message into a meaningful form.

10. Copyright © 2003 by South-Western/Thomson Learning. All rights reserved. 11–10 Major Communication Barriers Exhibit 11–3

11. Copyright © 2003 by South-Western/Thomson Learning. All rights reserved. 11–11

12. Copyright © 2003 by South-Western/Thomson Learning. All rights reserved. 11–12 Message Transmission Channels Exhibit –4

13. Copyright © 2003 by South-Western/Thomson Learning. All rights reserved. 11–13 Oral Communications Advantages –Easier –Faster –Encourages feedback Disadvantages –Less accurate –Leaves no permanent record

14. Copyright © 2003 by South-Western/Thomson Learning. All rights reserved. 11–14 Nonverbal Communications Nonverbal Communication –Includes messages sent without words. –Setting (physical surroundings) –Body language Facial expressions Vocal quality (how said, not what said) Gestures Posture –Disadvantage Can be misinterpreted by receiver.

15. Copyright © 2003 by South-Western/Thomson Learning. All rights reserved. 11–15 Written Communications Advantages –More accurate –Provides a permanent record Disadvantages –Takes longer –Hinders feedback

16. Copyright © 2003 by South-Western/Thomson Learning. All rights reserved. 11–16 Selecting the Message Transmission Channel Media Richness –The amount of information and meaning conveyed through a channel. Oral channels (e.g., face-to-face) are the richest channels, useful for sending difficult and unusual messages. Written channels are less rich, useful for simple and routine messages. Combined channels are best used for important messages that must be attended to.

17. Copyright © 2003 by South-Western/Thomson Learning. All rights reserved. 11–17

18. Copyright © 2003 by South-Western/Thomson Learning. All rights reserved. 11–18 Sending Messages Planning the Message –What is the goal of the message? –Who should receive the message? –How should the message be sent? –When should the message be sent? –Where should the message be sent?

19. Copyright © 2003 by South-Western/Thomson Learning. All rights reserved. 11–19 The Face-to-Face Message-Sending Process Model 11–1 1.Develop rapport. 2.State your communication objective. 3.Transmit your message. 4. Check receiver’s understanding. 5.Get a commitment and follow up.

20. Copyright © 2003 by South-Western/Thomson Learning. All rights reserved. 11–20 Checking Understanding: Feedback Feedback –The process of verifying messages. Paraphrasing –The process of having the receiver restate the message in his or her own words. Feedback Problems –Receivers feel ignorant. –Receivers are ignorant. –Receivers are reluctant to point out sender’s ignorance.

21. Copyright © 2003 by South-Western/Thomson Learning. All rights reserved. 11–21 Checking Understanding: Feedback How to Get Feedback –Be open to feedback There are no dumb questions. –Be aware of nonverbal communication Make sure your nonverbal communication encourages feedback. –Ask questions Don’t take action before checking on message. –Use paraphrasing Check the receiver’s interpretation of your message.

22. Copyright © 2003 by South-Western/Thomson Learning. All rights reserved. 11–22 The Message-Receiving Process Exhibit 11–5

23. Copyright © 2003 by South-Western/Thomson Learning. All rights reserved. 11–23 Response Styles Exhibit 11–6

24. Copyright © 2003 by South-Western/Thomson Learning. All rights reserved. 11–24 Response Styles Advising –Providing evaluation, personal opinion, direction, or instructions. Diverting –Switching the focus of the communication. Probing –Asking the sender for more information. Reassuring –Responding to reduce the intensity of emotions. Reflecting –Paraphrasing the message to indicate acceptance and understanding.

25. Copyright © 2003 by South-Western/Thomson Learning. All rights reserved. 11–25

26. Copyright © 2003 by South-Western/Thomson Learning. All rights reserved. 11–26 Calming an Emotional Person Empathic Listening –The ability to understand and relate to another’s situation and feelings. Dealing with Emotional People –Don’t make statements putting the person down. –Do make reflective empathic responses. –Paraphrase feelings.