Chap14

© Prentice Hall, 2005 1 - 1


ObjectivesObjectivesObjectivesObjectives1.An understanding of the relationship between influencing and emotional intelligence

2.An understanding of interpersonal communication

3.A knowledge of how to use feedback

4.An appreciation for the importance of nonverbal communication

5.Insights into formal organizational communication

6.An appreciation for the importance of the grapevine

7.Some hints on how to encourage organizational communication


Fundamentals of InfluencingFundamentals of InfluencingFundamentals of InfluencingFundamentals of InfluencingDefining Influencing

The Influencing Subsystem

1. Leading

2. Motivating

3. Considering groups

4. Communicating

5. Understanding people

6. Encouraging creativity and innovation

Emotional Intelligence


Fundamentals of InfluencingFundamentals of InfluencingFundamentals of InfluencingFundamentals of Influencing








CommunicationCommunicationCommunicationCommunicationInterpersonal Communication

How Interpersonal Communication Works

1. The source/encoder

2. The signal

3. The decoder/destination

Successful and Unsuccessful Interpersonal Communication


CommunicationCommunicationCommunicationCommunication




CommunicationCommunicationCommunicationCommunicationInterpersonal Communication (continued)

How Interpersonal Communication Works (continued)Barriers to Successful Interpersonal Communication

Macrobarriers1. Increasing need for information2. Need for increasingly complex information3. Reality that people in U.S. are coming in contact with people who don’t use English4. Constant need to learn new concepts reduces time available for communication

Microbarriers1. Source’s view of the destination2. Message interference3. Destination’s view of the source4. Perception5. Multimeaning words



Feedback and Interpersonal CommunicationGathering and Using FeedbackAchieving Communication Effectiveness

1.Seek to clarify your ideas before communicating2.Examine the true purpose of each communication3.Consider total physical and human setting whenever you communicate4.Consult with others,when appropriate, in planning communications5.Be mindful of the overtones while you communicate6.Take the opportunity to convey something of help or value7.Follow up your communication8.Communicate for tomorrow as well as today9.Be sure your actions support your communications10.Seek not only to be understood, but also to understand



Verbal and Nonverbal Interpersonal CommunicationThe Importance of Nonverbal Communication


CommunicationCommunicationCommunicationCommunicationInterpersonal Communication in Organizations

Formal Organizational CommunicationTypes of Formal Organizational Communication

1. Downward

2. Upward

3. Lateral

Patterns of Formal Organizational Communication




CommunicationCommunicationCommunicationCommunicationInterpersonal Communication in Organizations (continued)

Informal Organizational CommunicationPatterns of Informal Organizational Communication

Grapevine characteristics:1. Springs up and is used irregularly within the organization2. Not controlled by top executives3. Exists largely to serve the self-interests of the people within it

Grapevine patterns:1. The single-strand grapevine2. The gossip grapevine3. The probability grapevine4. The cluster grapevine

Dealing with Grapevines




CommunicationCommunicationCommunicationCommunicationInterpersonal Communication in Organizations (continued)

Encouraging Formal Organizational Communication Listen attentively to messages that come through formal channels.

Support the flow of clear and concise statements

Ensure that all members have free access to formal channels

Assign specific communication responsibilities to staff




QuestionsQuestions

Business

Chap14