1. ©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Organizational Communications 13.1 13.1The Communication Process 13.2 13.2Communication Management 13.3 13.3Organizational Communication CHAPTER 13

2. ©2013 Cengage Learning. All Rights Reserved. Business Management, 13e 13.1 13.1 The Communication Process GOALS ● Describe the communication process and barriers to effective communication. ● Describe the various communication channels. 2 CHAPTER 13

3. ©2013 Cengage Learning. All Rights Reserved. Business Management, 13e The Communication Model ● Communication process ● The sharing of information, in which receiver understands the meaning of the message in the way the sender intended. ● Two-way process ● Feedback ● Distractions ● Distortions 3 CHAPTER 13

4. ©2013 Cengage Learning. All Rights Reserved. Business Management, 13e ©2013 Cengage Learning. All Rights Reserved. Managers’ Communication Activities as a Percent of Time 4 CHAPTER 13 © Cengage Learning 2013.

5. ©2013 Cengage Learning. All Rights Reserved. Business Management, 13e ©2013 Cengage Learning. All Rights Reserved. The Communication Process 5 CHAPTER 13 © Cengage Learning 2013.

6. ©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Checkpoint ● Describe the communication model and the factors that lead to poor communication? CHAPTER 13 6

7. ©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Checkpoint ● Describe the communication model and the factors that lead to poor communication? ● The communication model has a sender, message, and receiver. ● Distractions and distortions can lead to poor behavior CHAPTER 13 7

8. ©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Channels of Communication ● Oral communication ● Written communication ● Nonverbal communication ● Electronic communication ● E-mail policies ● E-mail practices ● Teleconferencing ● Wireless 8 CHAPTER 13

9. ©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Checkpoint ● List the three major types of communication? CHAPTER 13 9

10. ©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Checkpoint ● List the three major types of communication? ● Oral ● Written ● Nonverbal CHAPTER 13 10

11. ©2013 Cengage Learning. All Rights Reserved. Business Management, 13e 13.2 13.2 Communication Management GOALS ● Explain how organizational culture influences formal and informal communication networks. ● Describe how to manage teams effectively. 11 CHAPTER 13

12. ©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Organizational Culture ● Organizational culture—the collection of beliefs and patterns of behavior that are shared by people within an organization 12 CHAPTER 13

13. ©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Communication Networks ● The structure through which information flows in a business ● Formal networks ● The system of official channels that carry organizationally approved messages ● Informal networks ● The unofficial ways that employees share information in an organization ● Grapevine 13 CHAPTER 13

14. ©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Checkpoint ● Describe the two types of communication networks? CHAPTER 13 14

15. ©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Checkpoint ● Describe the two types of communication networks? ● Formal – carries organizationally approved messages ● Informal – the unofficial way employees share information CHAPTER 13 15

16. ©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Managing Teams Effectively ● Nominal group technique ● Group problem solving method in which team members write down and evaluate ideas to be shared with the team ● Encourages team members to think about the problem ● Brainstorming ● A team discussion technique used to generate as many ideas as possible for solving a problem. 16 CHAPTER 13

17. ©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Managing Teams Effectively ● Suggestions for planning effective meetings: 1. Have a good reason for calling a meeting 2. Develop a specific agenda and stick to it 3. Decide who should and who should not attend 4. Determine how long the meeting should last 5. Schedule the meeting at a convenient time and place 6. Start and stop the meeting on time 7. Encourage communications with seating 8. Summarize the results 17 CHAPTER 13

18. ©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Checkpoint ● Explain the two methods used to encourage communication with teams? CHAPTER 13 18

19. ©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Checkpoint ● Explain the two methods used to encourage communication with teams? ● NGT everyone writes down ideas and shares them with the team ● Brainstorming the team generates as many ideas as possible CHAPTER 13 19

20. ©2013 Cengage Learning. All Rights Reserved. Business Management, 13e 13.3 13.3 Organizational Communication GOALS ● Describe different ways to resolve communication conflicts. ● Describe the problems that can occur with cross-cultural communication. ● Identify ways to improve communication in organizations. 20 CHAPTER 13

21. ©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Communication Conflicts ● Desirable conflict ● Undesirable conflict ● Resolving conflict ● Avoidance strategy ● Compromise strategy ● Win/lose strategy 21 CHAPTER 13

22. ©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Checkpoint ● List three ways that managers can resolve conflicts? CHAPTER 13 22

23. ©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Checkpoint ● List three ways that managers can resolve conflicts? ● Avoidance ● Compromise ● Win lose startegies CHAPTER 13 23

24. ©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Cross-Cultural Communication ● Language differences ● Joint ventures between American and foreign firms often reveal language problems. ● Cultural differences ● People from other cultures often place different values on such things as family, status, and power ● Nonverbal differences ● Body language 24 CHAPTER 13

25. ©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Checkpoint ● Describe three types of communication barriers managers may encounter doing business abroad? CHAPTER 13 25

26. ©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Checkpoint ● Describe three types of communication barriers managers may encounter doing business abroad? ● Language ● Cultural ● Non-Verbal CHAPTER 13 26

27. ©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Improving Organizational Communication ● Encourage two-way communication ● Listen actively ● Facilitate upward communication ● Select communication channels carefully 27 CHAPTER 13

28. ©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Checkpoint ● List the three strategies managers can use to improve two-way communication? CHAPTER 13 28

29. ©2013 Cengage Learning. All Rights Reserved. Business Management, 13e Checkpoint ● List the three strategies managers can use to improve two-way communication? ● Listen Actively ● Facilitate upward communication ● Select communication carefully CHAPTER 13 29