1. 11–1Copyright © 2006 Thomson Business and Economics. All rights reserved. Agenda & Announcements Agenda –Team Training - Communications –Chapter 11–Communication & Information Technology –Communication Exercise – Skill Builder 1 (page 416) –Team Training - Change Management (Section F) –Chapter 7 – Change Management Portion Announcements –Due: Reflection Journals on 3/7 (Tuesday) – E-Submit Team Papers on 3/9 class start – Hand In or E-Submit –Essay Portion of Exam Process

2. PowerPoint Presentation by Charlie Cook The University of West Alabama Copyright © 2006 Thomson Business and Economics. All rights reserved. Chapter 11 Communicating and Information Technology

3. 11–3Copyright © 2006 Thomson Business and Economics. All rights reserved. The Communication Process Exhibit 11–2

4. 11–4Copyright © 2006 Thomson Business and Economics. All rights reserved. Major Communication Barriers Exhibit 11–3

5. 11–5Copyright © 2006 Thomson Business and Economics. All rights reserved. Message Transmission Channels Exhibit 11–4

6. 11–6Copyright © 2006 Thomson Business and Economics. All rights reserved.

7. 11–7Copyright © 2006 Thomson Business and Economics. All rights reserved. Oral Communication Advantages –Easier - Sometimes –Faster - Sometimes –Encourages feedback –Provides Feedback on Reception –Shows Genuine Interest and Caring Disadvantages –Leaves no permanent record –Finding “Right” Time

8. 11–8Copyright © 2006 Thomson Business and Economics. All rights reserved. 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

9. 11–9Copyright © 2006 Thomson Business and Economics. All rights reserved. Written Communication Advantages –Provides a permanent record E-Mail –Fast –Multiple Recipients –Understand Receivers Use –Caution – 3 strikes and you’re calling Disadvantages –Takes longer –Hinders feedback –Easily Misunderstood

10. 11–10Copyright © 2006 Thomson Business and Economics. All rights reserved. The Message-Sending Process 1.Develop rapport. 2.State your communication objective. 3.Transmit your message. 4. Check the receiver’s understanding. 5.Get a commitment and follow up. Exhibit 11–5

11. 11–11Copyright © 2006 Thomson Business and Economics. All rights reserved. Checking Understanding: Feedback Feedback –Information that verifies a message. 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. A.K.A. “Listen for Understanding”

12. 11–12Copyright © 2006 Thomson Business and Economics. All rights reserved. Checking Understanding: Feedback (cont’d) 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 When you send messages, you should know whether recipients understand the messages before taking action. –Paraphrase The most accurate indicator of understanding is paraphrasing.

13. 11–13Copyright © 2006 Thomson Business and Economics. All rights reserved. The Message-Receiving Process Exhibit 11–6

14. 11–14Copyright © 2006 Thomson Business and Economics. All rights reserved. Response Styles Advising –Providing evaluation, personal opinion, direction, or instructions. Diverting –Switching the focus of the communication to a new message. Probing –Asking the sender for more information about some aspect of the message. Reassuring –Responding to reduce the intensity of the emotions associated with the message. Reflecting –Paraphrasing the message to indicate acceptance and understanding.

15. 11–15Copyright © 2006 Thomson Business and Economics. All rights reserved. Situational Communication Model Exhibit 11–9

16. 11–16Copyright © 2006 Thomson Business and Economics. All rights reserved. Dealing With Emotional People Dimensions of Emotional Intelligence 1.Self-awareness, or understanding your own emotions 2.Self-management, the ability to manage your own emotions 3.Self-motivation, the ability to persist through failure and setbacks 4.Empathy, the ability to understand others’ emotions and to see things from their perspective 5.Social skills that allow one to handle others’ emotions.

17. 11–17Copyright © 2006 Thomson Business and Economics. All rights reserved. Criticism Giving Criticism –Never publicly criticize your boss OR ANYONE ELSE. –Don’t criticize your boss behind his back. –DO Provide your boss with feedback Getting Criticism –Don’t become defensive or emotional. –Even constructive criticism can be emotionally painful.

18. 11–18Copyright © 2006 Thomson Business and Economics. All rights reserved. Information Technology Data –Unorganized facts and figures Information –Data converted into a form that helps people do their jobs. –Useful information is: 1.Timely—current and available when you need it 2.Relevant—suited to the situation, accurate, complete but concise 3.Understandable—in a form that is easy to comprehend DRIP - Data Rich, Information Poor

19. 11–19Copyright © 2006 Thomson Business and Economics. All rights reserved. Information Technology (cont’d) Information Technology (IT) –Technology used to store, process, and distribute useful information The Internet –A global collection of computer networks linked together to exchange data and information on the World Wide Web (WWW) Business Portal –A specific company’s gateway to Internet-based information Databases –Collected information that is accessible to employees through company intranets, company Web sites, and the World Wide Web. Wireless Communication –Hand-held devices allow people to get information when and where they need it.

20. 11–20Copyright © 2006 Thomson Business and Economics. All rights reserved. Information Networks Transactional Systems (Customer Service, Accounting, etc) Management Information Systems (Metrics and Ad Hoc) Executive Information Systems (a.k.a. “DashBoards”) Decision Support Systems (Considerers Alternatives and Criterias) Information Transactions: –P2P: peer to peer, intranets connecting employees –B2C:business to customer through CRM—customer relationship management –B2B: business to supplier through EDI—electronic data exchange Exhibit 11–8