1. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Chapter 20 Managerial Communication

2. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Learning Objectives Define managerial communication and discuss its importance and pervasiveness. Describe the communication process and relevant behavioral processes. Discuss barriers to and skills for effective communication. Discuss oral, nonverbal, and written communication, and effective listening.

3. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Learning Objectives Describe formal communication in organizations, including vertical and horizontal communication, information systems, and the chief information officer. Describe the grapevine and discuss its advantages and disadvantages.

4. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. The Nature of Communication The Definition of Communication – Process of transmitting information. – Interpersonal communication: between people. – Simple communication: transmission of information from one person to another.

5. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. The Nature of Communication The Definition of Communication – Effective communication: message received has essentially same meaning as message sent. – Persuasive communication: major ingredient of manager’s job.

6. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. The Communication Process The Communication Model – Sender: person who transmits message. – Receiver: person who receives message. – Idea: starting point in communication process. – Encoding: message put into exact mix of words, phrases, sentences, pictures, symbols that best reflect content of message.

7. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. The Communication Process The Communication Model – Channels: message transmitted; face-to-face meeting, letter, telephone call, facial expression, combination of these. – Decoding: received and retranslated message. – Process may continue under two-way communication. – Noise: anything that disrupts communication process.

8. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. The Communication Process Behavioral Processes and Communication – Attitudes: beliefs and feelings that individuals have about specific ideas, situations, or people. – Perception: processes by which we receive and interpret information from our environment. – Stereotyping: categorizing people into groups on basis of certain presumed traits or qualities.

9. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Barriers to and Skills for Effective Communication Barriers to Effective Communication – Sender barriers: inconsistency, credibility, reluctance. – Receiver barriers: selective attention, receiver attitudes, value judgments.

10. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Barriers to and Skills for Effective Communication Barriers to Effective Communication – Communication overload: sender transmitting too much information for receiver to process. – Sender and receiver barriers: language and culture, semantics problems, perceptual differences.

11. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Barriers to and Skills for Effective Communication

12. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Forms of Interpersonal Communication Oral Communication – Involves the spoken word. Written Communication – Transmission of message through use of written words (memos, letters, reports, notes, e-mail, text-messaging).

13. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Forms of Interpersonal Communication Nonverbal Communication – Uses facial expressions, body movements, and gestures rather than words to convey message. See Table 20.2: Advantages and Disadvantages of Oral, Nonverbal, and Written Communication.

14. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Forms of Interpersonal Communication Effective Listening – Listening: receiving encoded symbols via the ear from sender and decoding them into message to be interpreted. – Listening harder to predict, control, practice. – Most errors in listening occur because receiver not actively listening to what sender is sending. – Skills can be improved by asking others how they view you as a listener.

15. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Managerial Communication Communication in the Formal Organization – Managerial communication: usually experienced between managers and employees. – External communication: interacting with those outside organization.

16. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Managerial Communication Communication in the Formal Organization – Vertical communication: between managers and their subordinates. – Horizontal communication: between two or more colleagues or peers at same level in organization.

17. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Managerial Communication Information Systems – Cellular technology and equipment for transmitting data make it possible to be in communication with almost everyone in the world from almost anywhere in the world, instantly. – Important part of organizational communications activities. – Should be fully institutionalized to be effective.

18. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Managerial Communication The Chief Information Officer (CIO) – Executive who oversees all aspects of information technology (computing, office systems, telecommunications).

19. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Informal Communication: The Grapevine Grapevine can start anywhere. Any individual can start process simply by telling someone something. Some people included in virtually all messages; focal points. Grapevine flows in all directions. Not everyone included; some people neither receive nor pass on informal news.

20. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Informal Communication: The Grapevine Advantages and Disadvantages of Grapevines – Used to transmit information quickly. – Builds sense of togetherness and feeling of being part of same team. – Managers can use it to try out ideas or get informal reactions to potential decisions. – Employees may find it useful when managers fail to communicate openly.

21. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Informal Communication: The Grapevine Advantages and Disadvantages of Grapevines – Information can be inaccurate. – Information manager prefers to keep confidential. – Maintain open communication with employees at all levels. – Respond quickly to inaccurate information.

22. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Chapter Summary Communication: major ingredient of manager’s job. Interpersonal communication: transmitting information from one person to another. Simple communication: transmission of information. Effective communication: when transmission is accurate.

23. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Chapter Summary Communication process: – Translating idea into message. – Encoding message. – Sending message through a channel. – Receiving message. – Decoding message. – Retranslating it into idea.

24. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Chapter Summary Managing communication: understanding barriers to communication and knowing how to overcome them. Overcoming barriers: recognizing they exist; being sensitive to other person in the process. Interpersonal communication: oral, nonverbal, or written. Interpersonal communication: involves good listening.

25. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Chapter Summary Managerial communication: part of formal organization. Vertical communication: between bosses and subordinates. Horizontal communication: between two or more colleagues or peers at same level. Chief information officer (CIO): in charge of information technology. Grapevine: informal communication network.