Chapter 15

Managing Communication

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MGMT6

15-1 explain the role that perception plays in

communication and communication problems
15-2 describe the communication process and the
various kinds of communication in organizations
15-3 explain how managers can manage one-onone communication effectively
15-4 describe how managers can manage
organization-wide communication effectively

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Perception
The process by which individuals
attend to, organize, interpret, and
retain information from their
environments.

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Perception Problems
Selective perception
Closure

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Perceptions of Others
Attribution theory: we all have a basic
need to understand and explain the
causes of other peoples behavior
internal attribution
external attribution

Defensive bias
Fundamental attribution theory
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Self-Perception
Self-serving bias
The tendency to overestimate our
value by attributing success to
ourselves and failures to others or
the environment

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Noise
Anything that interferes with the transmission of
the intended message.
The sender isnt sure what message to communicate.
The message is not clearly encoded.
The wrong communication channel is chosen.
The message is not received or decoded properly.
The receiver doesnt have the experience or time to
understand the message.

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15-2

Formal Communication Channel

The system of official channels that
carry organizationally approved
messages and information.

Downward
communication

Upward
communication
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Horizontal
communication

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Informal Communication Channel

The transmission of messages from
employee to employee outside of
formal communication channels.

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Managing Grapevines
Worst thing to do is withhold
information
Keep employees informed about
possible changes and strategies
Do not overlook the grapevine as a
tremendous source of information and
feedback
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Coaching
Communicating with someone for the
direct purpose of improving the
persons on-the-job performance.
Mistakes managers make
Waiting for a problem before coaching
Waiting too long before talking to
employee about problem
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Counseling
Communicating with someone about
non-job-related issues.
Managers should not be clinicians
Discuss specific performance problems
Listen if the employee shares personal issues
Recommend that employees call the
companys Employee Assistance Program
(EAP)
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Nonverbal Communication
Any communication that doesnt
involve words; almost always
accompanies verbal communication
and may either support or contradict
it.
Kinesics
Paralanguage

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Communication Medium
The method used to deliver a
message.
Oral communication
Written communication

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15-3

Oral Communication
Managers generally prefer oral
communication over written because
it provides opportunity to ask
questions.
A rich communication medium
When the message is simple, like a
quick request, a memo or email is a
better medium.
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Written Communication
Well suited for delivering straightforward
messages and information
Email is fastest growing communication
form in organizations because of
convenience and speed.
However, email lacks the formality of
memos, and lacks nonverbal cues.
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Listening
Most people are terrible listeners,
retaining only about 25% of what
they hear.
About 45% of total communication
time is spent listening.

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Active Listening
Assuming half the responsibility for successful
communication by actively giving the speaker
nonjudgmental feedback that shows youve
accurately heard what he or she said.
Clarify responses
Paraphrase
Summarize
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Empathetic Listening
Understanding the speakers perspective and
personal frame of reference and giving
feedback that conveys that understanding to
the speaker.
Show desire to understand
Reflect the speakers emotions

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Giving Feedback
Destructive feedback
Constructive feedback

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Giving Constructive
Feedback
Immediate
Specific
Problem-oriented

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Improving Transmission
Email
Online discussion forums
Televised/videotaped speeches and
meetings
Voice messaging
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Organizational Silence
Withholding information about
organizational problems or issues.
Occurs when employees believe that
telling management about problems
wont make a difference, or that theyll
be punished.

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15-4

Improving Reception
Company hotlines
Survey feedback
Frequent informal meetings
Surprise visits
Blogs
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Plant Fantasies

<click screenshot for video>

1. Why would Teresa Carleo and

Steve Martucci favor face-toface communication over email
when dealing with customers?
2. Why would Carleo and Martucci
prefer to use electronic
communication methods for
certain types of communication
within the company?
3. In the video, Carleo says that
she worries that at times she
communicates too much. What
steps could she take to confirm
that her messages are being
heard and understood by
others?
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