1. Communicating Chapter Fifteen
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2. Learning Objectives
LO 1 Discuss important advantages of two-way communication.
LO 2 Identify communication problems to avoid.
LO 3 Describe when and how to use the various communication channels.
LO 4 Summarize ways to become a better sender and receiver of information.

3. Learning Objectives (cont.)
LO 5 Explain how to improve downward, upward, and horizontal communication
LO 6 Summarize how to work with the company grapevine
LO 7 Describe the boundaryless organization and its advantages

4. Interpersonal Communication
The transmission of information and meaning from one party to another through the use of shared symbols

5. Interpersonal Communication
The sender initiates the process by conveying information to the receiver—the person for whom the message is intended.
The sender has a meaning he or she wishes to communicate and encodes the meaning into symbols (the words chosen for the message).
Then the sender transmits, or sends, the message through some channel, such as a verbal or written medium.

6. Interpersonal Communication
The receiver decodes the message (e.g., reads it) and attempts to interpret the sender’s meaning.
The receiver may provide feedback to the sender by encoding a message in response to the sender’s message.

7. Interpersonal Communication
Noise
interference in the system
blocks perfect understanding
Examples of Noise
ringing telephones
thoughts about other things
simple fatigue or stress

8. One-Way versus Two-Way Communication
One-way communication
A process in which information flows in only one direction—from the sender to the receiver, with no feedback loop.

9. A Model of One-Way Communication
Figure 15.1

10. One-Way versus Two-Way Communication
A process in which information flows in two directions—the receiver provides feedback, and the sender is receptive to the feedback.

11. Question
___________ is the process of withholding, ignoring, or distorting information
Perception
Filtering
Acuity
Discernment
The correct answer is b - filtering. See next slide

12. Communication Pitfalls
Perception
The process of receiving and interpreting information
Filtering
The process of withholding, ignoring, or distorting information

13. Oral and Written Channels
Oral communication
includes face-to-face discussion, telephone conversations, and formal presentations and speeches
Written communication
includes , memos, letters, reports, computer files, and other written documents

14. Oral Communication Advantages Disadvantages
Questions can be asked and answered
Feedback is immediate and direct
More persuasive
It can lead to spontaneous, ill-considered statements (and regret)
There is no permanent record of it

15. Written Communication
Advantages
Disadvantages
Message can be revised several times
Permanent record that can be saved
Message stays the same even if relayed through many people
Receiver has more time to analyze the message
Sender has no control over where, when, or if the message is read
Sender does not receive immediate feedback
Receiver may not understand parts of the message

16. Electronic Media Teleconferencing
groups of people in different locations interact over telephone lines and perhaps also see one another on television monitors as they participate in group discussions (videoconferencing)

17. Advantages of Electronic Communication
The sharing of more information
The speed and efficiency in delivering routine messages to large numbers of people across vast geographic areas
Can save companies untold amounts of paper, postage, meetings, travel budgets, conference calls, and the time required to coordinate it all

18. Disadvantages of Electronic Communication
Difficulty of solving complex problems that require more extended, face-to-face interaction
Inability to pick up subtle, nonverbal, or inflectional clues about what the communicator is thinking or conveying
Electronic messages sometimes are seen by those for whom they are not intended

19. The Virtual Office Virtual office
A mobile office in which people can work anywhere, as long as they have the tools to communicate with customers and colleagues.

20. Media Richness Media richness
The degree to which a communication channel conveys information.

21. Adding Power to Your Presentation
Table 15.1

22. Adding Power to Your Presentation
Table 15.4

23. Nonverbal Skills Use time appropriately
Make your office arrangement conducive to open communication
Remember your body language

24. Listening
Reflection
Process by which a person states what he or she believes the other person is saying

25. Ten Keys to Effective Listening
Find an area of interest
Judge content, not delivery
Hold your fire
Listen for ideas
Be flexible

26. Ten Keys to Effective Listening
Resist distraction
Exercise your mind.
Keep your mind open
Capitalize on thought speed
Work at listening

27. Observing
A vital source of useful observations comes from personally visiting people, plants, and other locations to get a firsthand view
You must accurately interpret what you observe

28. Organizational Communication
Downward communication
Information that flows from higher to lower levels in the organization’s hierarchy

29. Information Loss in Downward Communication
Figure 15.2

30. Organizational Communication
Coaching
Dialogue with a goal of helping another be more effective and achieve his or her full potential on the job.

31. Organizational Communication
Open-book management
Practice of sharing with employees at all levels of the organization vital information previously meant for management’s eyes only

32. Organizational Communication
Upward communication
Information that flows from lower to higher levels in the organization’s hierarchy.

33. Organizational Communication
Horizontal communication
Information moving between people on the same hierarchical level
allows sharing of information, coordination, and problem solving among units
helps solve conflicts
provides social and emotional support to people.

34. Question What is the social network of informal communications?
Second Life
Facebook
Grapevine
Scuttlebutt
The correct answer is c – grapevine. See next slide

35. Informal Communication
Grapevine
the social network of informal communications.
provides people with information
helps them solve problems
teaches them how to do their work successfully

36. Managing Informal Communication
Don’t allow malicious gossip.
Managers should talk to the key people involved to get the facts and their perspectives
Neutralize rumors once they have started

37. Managing Informal Communication
Suggestions for preventing rumors from starting include:
Explaining events that are important but have not been explained
Dispelling uncertainties by providing facts
Working to establish open communications and trust over time.

38. Boundarylessness Boundaryless organization
organization in which there are no barriers to information flow

39. Boundarylessness Boundaryless organization
implies information available as needed moving quickly and easily enough so that the organization functions far better as a whole than as separate parts.

40. Video: Energizer
Is marketing one-way or two-way communication? Why?