Documente Academic
Documente Profesional
Documente Cultură
Communication
McGraw-Hill/Irwin
Learning Objectives
Explain the elements in the communication process Compare the four major directions of communication Describe the role played by interpersonal communication in organizations
Introduction
Accomplish individual and organizational goals Implement and respond to organizational change Coordinate activities
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Communication itself is unavoidable in a functioning organization Only effective communication is avoidable Everything one does communicates something, in some way, to somebody The only question is, With what effect?
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Effective communication
Common understanding between a communicator and a receiver Verbal or nonverbal common symbols are used to convey information Vertically Horizontally Diagonally
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A Communication Model
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Communicator: a person with ideas, intentions, information, and a purpose for communicating Message: an idea or experience that a sender wants to communicate Encoding: converting a message into groups of symbols that represent ideas or concepts
Medium of transmission: the carrier of the message Decoding-Receiver: technical term for the receivers thought processes Feedback: the receivers response to the senders message Noise: factors that distort the intended message
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Nonverbal Communication
Head, face, and eye movements, posture, physical distance, gestures, voice tone, and clothing choices Influenced by such factors as gender and race
Sometimes more so
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Nonverbal Communication
Unique Qualities
Can be difficult to suppress Can contradict verbal messages
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Facial expressions and eye contact and movements provide information about emotions
When verbal and nonverbal messages conflict, receivers place more faith in nonverbal cues
The human face displays 250,000 expressions
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Downward Communication
Flows from higher levels in the hierarchy to those in the lower levels Includes job instructions, memos, policy statements, procedures, manuals, company publications Often incomplete, inadequate, and inaccurate
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Upward Communication
Provides managers feedback about problems, organizational issues, day-to-day operations Is managements primary source of feedback Relieves employee tension by allowing lowerlevel organization members to share relevant information with superiors
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Horizontal Communication
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Diagonal Communication
Least-used channel of communication Important where members cannot communicate effectively through other channels
Sometimes the most efficient communication method, in terms of time and money
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Communicating Externally
Public relations
Advertising Promoting Customer/client/patient surveys
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Information Richness
Face-to-face interactions are high in richness A general email to employees is low in richness Likely to result in common understanding Real time communication permits instant feedback
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Internet/Intranet/E xtranet
Email, Messaging
Social Networks
Teleconference
Intranet Private, protected electronic communication system within an organization Used to communicate proprietary and organizationspecific information
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Unedited, poorly written messages Lack of privacy Erased messages can remain on disk drives
Instant Messaging
Instant messaging
Real-time communication among geographically dispersed employees Inexpensive alternative to phone calls and travel Offers a document trail Integration with voice and video Demands the immediate attention of its users
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Text Messaging
Texting competes with traditional marketing Less expensive Less spam Favored by young consumers 95% of text messages are read
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Rapidly becoming part of communication fabric Used for a variety of purposes Not exclusive to the young Increasingly monitored by businesses
Powerful communication tool that can reach around the world in seconds
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Smart Phones
84% of Americans had cell phones in 2007 Smart phones are trying to overtake the market Gives 24-7 access to email, text, apps, and the Internet Increased need to stay connected with colleagues, customers, and other stakeholders Stores addresses, phone numbers, customer prices, and other critical data
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Voice Mail
Communicators can focus on the reason for the call Voice mail minimizes inaccurate messagetaking and time zone barriers
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Organize thoughts before picking up the phone Identify a specific, brief request State your name, the time and date, your company name, and the reason for the call Be precise and keep the message simple Say what you would like the receiver to do Give a reason for the request Say thank you
Videoconferencing
Teleconferencing
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Electronic Meetings
Using software and networked computers to automate meetings Facilitators can poll meeting participants, analyze voting results, create detailed reports
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Electronic Meetings
Can reduce efficiency Social interaction is lost Most verbal and nonverbal cues are omitted Anonymity and de-personalization are concerns
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Interpersonal Communication
Includes instant messaging, video-conferencing Varies from direct orders to casual expressions Includes both verbal and nonverbal forms of communication
Perceptual differences
Multicultural Communication
Behavior
Words
Time
Space
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Preparation
Become familiar with cultural differences Lay aside ethnocentric tendencies Assume communication is incomplete
Outside Thinking
Humility
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Filtering
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Following up
Empathy
Effective timing
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Do not intentionally deceive another Do not purposely harm an organization member Treat organizational members justly
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Competitive Intelligence
Gathering information, data, and ideas from competitors has become big business Regardless of whether one considers industrial spying ethical or unethical, it can be costly U.S. firms lose about $250 billion annually as a result of competitive intelligence
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Loss of competitive advantage and market share Increased research and development costs Higher insurance premiums
Speed a firms reaction to changes Help outmaneuver competitors Protect a firms own secrets
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