1. MultiMedia by Stephen M. Peters© 2002 South-Western Communication: Interpersonal and Organizational

2. MultiMedia by Stephen M. Peters© 2002 South-Western By Communicating We Share Attitudes Values EmotionsNeeds Wants Ambitions

3. MultiMedia by Stephen M. Peters© 2002 South-Western People in Organizations  Must coordinate and pool their efforts  Must focus on the needs of the customers  Must be able to articulate their needs  Must be free to express what they know and believe

4. MultiMedia by Stephen M. Peters© 2002 South-Western Mediums of Communication Verbal (spoken or written words) Nonverbal (images, facial expressions, gestures, and body language)

5. MultiMedia by Stephen M. Peters© 2002 South-Western Choice of Medium is Influenced By  The content of the message.  The importance of feedback.  The number of intended receivers.  The receiver’s and sender’s preferences and characteristics.  The sender’s and receiver’s locations and environments.  The technologies available.

6. MultiMedia by Stephen M. Peters© 2002 South-Western Interpersonal Communication  Involves real-time face-to-face or voice-to- voice.  Allows instant feedback.  Appropriate when the issues affect others.

7. MultiMedia by Stephen M. Peters© 2002 South-Western Team Members Engage in Four Kinds of Communication Discuss work Transmit information Deliberate on a problem Exchange views

8. MultiMedia by Stephen M. Peters© 2002 South-Western A Leader A Goal Mutual Dependency Mutual Dependency Related Activities Related Activities Team Members Share

9. MultiMedia by Stephen M. Peters© 2002 South-Western Checklist for Ensuring Effective Communications

10. MultiMedia by Stephen M. Peters© 2002 South-Western Eight Barriers to Interpersonal Communication  Diction  Jargon  Expectations of Familiarity  Source’s Lack of Creditibility  Preconceived Notions  Perceptions  Conflicting Nonverbal Communication  Emotions

11. MultiMedia by Stephen M. Peters© 2002 South-Western Subjects for Downward Communication DOWNWARD COMMUNICATION CEO’s vision Changes in rule or procedures Company mission Delegation of authority Development Feedback Incentives Job designs Performance appraisals Policies Solutions Staff manager’s advice Strategic goals Training

12. MultiMedia by Stephen M. Peters© 2002 South-Western Subjects for Horizontal Communication HORIZONTAL COMMUNICATION Coordination efforts Efforts to seek assistance Feedback Information to and about customers Information to and about suppliers Group-member interactions

13. MultiMedia by Stephen M. Peters© 2002 South-Western Subjects for Upward Communication UPWARD COMMUNICATION Complaints Feedback Recommended solutions Requests for assistance Status reports Research results

14. MultiMedia by Stephen M. Peters© 2002 South-Western Horizontal Communication Channels are Used to  Set goals.  Define roles.  Create, examine, and improve methods.  Improve working relationships.  Define, investigate, and solve problems.  Gather, process, and distribute information.  Set goals.  Define roles.  Create, examine, and improve methods.  Improve working relationships.  Define, investigate, and solve problems.  Gather, process, and distribute information.

15. MultiMedia by Stephen M. Peters© 2002 South-Western Formal Upward Channels  Provide the feedback required by downward communication.  Allow workers to request assistance in solving some problems.  Provide a means for workers to recommend solutions to others.  Provide status reports and inform higher authorities about employee complaints.  Provide the feedback required by downward communication.  Allow workers to request assistance in solving some problems.  Provide a means for workers to recommend solutions to others.  Provide status reports and inform higher authorities about employee complaints.

16. MultiMedia by Stephen M. Peters© 2002 South-Western Grapevine Characteristics It can penetrate the tightest security. It is fast. It tends to carry messages from anonymous sources. Its messages are difficult to stop or counter once they get started. It is accessible to every person in an organization. It can be supportive of or an obstacle to management’s efforts.

17. MultiMedia by Stephen M. Peters© 2002 South-Western Four Common Grapevine Configurations ABCD A F E D C B Single Chain Gossip

18. MultiMedia by Stephen M. Peters© 2002 South-Western Four Common Grapevine Configurations (cont.) B Random Cluster A C D I E H F G A F D C B E M L K J I H G

19. MultiMedia by Stephen M. Peters© 2002 South-Western Barriers to Organizational Communication  Overload  Filtering by Levels  Timing  Lack of Trust and Openness  Inappropriate Span of Control  Change  Rank or Status in the Company  Manager’s Interpretations  Electronic Noise

20. MultiMedia by Stephen M. Peters© 2002 South-Western Four Responsibilities of Receivers  Listening Actively.  Being Sensitive to the Sender.  Indicating an Appropriate Medium.  Initiating Feedback.