2. The Meaning of Communication CommunicationCommunication –Is the process of transmitting information from one person to another. Effective CommunicationEffective Communication –Is the process of sending a message in such a way that the message as received is understood as close in meaning as possible to its intended meaning as sent. © 2014 Cengage Learning. All rights reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 7–2

3. The Role of Communication in Management Communication Roles INTERPERSONAL FigureheadLeaderLiaison INFORMATIONAL DECISIONAL SpokespersonMonitorDisseminator Entrepreneur Disturbance- handler Negotiator © 2014 Cengage Learning. All rights reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 7–3

4. Interpersonal Communication Oral CommunicationOral Communication Face-to-face conversations, group discussions, telephone calls, and other situations in which the spoken work is used to express meaning.Face-to-face conversations, group discussions, telephone calls, and other situations in which the spoken work is used to express meaning. AdvantagesAdvantages  Promotes prompt feedback and interchange in the form of verbal questions and responses.  Is easy to use and can be done with little preparation. DisadvantagesDisadvantages  Suffers from problems with inaccuracy in meaning and details.  Leaves no time for thought and consideration and no permanent record of what was said. © 2014 Cengage Learning. All rights reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 7–4

5. Interpersonal Communication (cont’d) Written CommunicationWritten Communication –Memos, letters, reports, notes, and other methods in which the written word is used to transmit meaning. –Advantages Is accurate and leaves a permanent record of the exchange.Is accurate and leaves a permanent record of the exchange. Leaves for thought and consideration, can be referenced.Leaves for thought and consideration, can be referenced. Is easy to use and can be done with little preparation.Is easy to use and can be done with little preparation. –Disadvantages Inhibits feedback and interchange due to burden of the process of preparing a physical document.Inhibits feedback and interchange due to burden of the process of preparing a physical document. Considerable delay can occur in clarifying message meanings.Considerable delay can occur in clarifying message meanings. © 2014 Cengage Learning. All rights reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 7–5

6. Communication in Networks and Work Teams Communication NetworkCommunication Network –The pattern through which the members of a group or team communicate. –Research suggests: When the group’s task is simple and routine, centralized networks perform with the greatest efficiency and accuracy.When the group’s task is simple and routine, centralized networks perform with the greatest efficiency and accuracy. When the group’s task is complex and nonroutine, decentralized networks with open communications that foster interaction and exchange of relevant information tend to be most effective.When the group’s task is complex and nonroutine, decentralized networks with open communications that foster interaction and exchange of relevant information tend to be most effective. © 2014 Cengage Learning. All rights reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 7–6

7. Organizational Communication Formal CommunicationsFormal Communications –Follow the official reporting relationships between managers and subordinates and/or prescribed channels. –May involve several levels of the organization. Communication PathwaysCommunication Pathways –Upward communication –Downward communication –Horizontal communication © 2014 Cengage Learning. All rights reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 7–7

8. Electronic Communication Formal Information SystemsFormal Information Systems –Are typically the responsibility of the Chief Information Offices (CIO) Personal Information TechnologyPersonal Information Technology –Corporate intranets, teleconferences, e-mail, smart phones, and instant messaging –Disadvantages: Separation of work and personal life, lack of personal relationships, falling behind professionally, and losing out in office politics.Separation of work and personal life, lack of personal relationships, falling behind professionally, and losing out in office politics. Threat of dysfunctional employee communication behaviorsThreat of dysfunctional employee communication behaviors © 2014 Cengage Learning. All rights reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 7–8

9. Communication in Organizations Informal CommunicationsInformal Communications –May or may not follow official reporting relationships and/or prescribed organizational channels –May have nothing to do with official organizational business. Common Forms of Informal CommunicationsCommon Forms of Informal Communications –The grapevine –Management by wandering around –Nonverbal communication © 2014 Cengage Learning. All rights reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 7–9

10. Informal Personal Communications Nonverbal CommunicationNonverbal Communication –Any communication exchange that does not use words, or uses words to carry more meaning than the strict definition of the words themselves. Facial expressionFacial expression Inflection and tone of voiceInflection and tone of voice –Only a small portion of the message content is due to the words in the message. Facial expression 55% Inflection and tone 38% Words in the message 7% © 2014 Cengage Learning. All rights reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 7–10

11. Informal Personal Communications (cont’d) SettingsBody LanguageImages Kinds of Nonverbal Communications © 2014 Cengage Learning. All rights reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 7–11