1. Communicating Chapter Fifteen McGraw-Hill/Irwin Copyright © 2013 by The McGraw-Hill Companies, Inc. All rights reserved.

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. 15-2

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. 15-3

4. Interpersonal Communication  Communication  The transmission of information and meaning from one party to another through the use of shared symbols 15-4

5. 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. 15-5

6. A Model of One-Way Communication 15-6 Figure 15.1

7. Communication Pitfalls  Perception  The process of receiving and interpreting information  Filtering  The process of withholding, ignoring, or distorting information 15-7

8. Oral and Written Channels  Oral communication  includes face-to-face discussion, telephone conversations, and formal presentations and speeches  Written communication  includes e-mail, memos, letters, reports, computer files, and other written documents 15-8

9. Electronic Media  Web 2.0  A set of Internet-based applications that encourage user-provided content and collaboration  social networking, podcasts, RSS, and wikis 15-9

10. 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. 15-10

11. Listening  Reflection  Process by which a person states what he or she believes the other person is saying 15-11

12. Ten Keys to Effective Listening  Find an area of interest  Judge content, not delivery  Hold your fire  Listen for ideas  Be flexible  Resist distraction  Exercise your mind.  Keep your mind open  Capitalize on thought speed  Work at listening 15-12

13. Organizational Communication  Downward communication  Information that flows from higher to lower levels in the organization’s hierarchy 15-13

14. Information Loss in Downward Communication 15-14 Figure 15.2

15. Organizational Communication  Upward communication  Information that flows from lower to higher levels in the organization’s hierarchy. 15-15