Chapter 12 communication&interpersonal skills

12Chapter

Communication and Interpersonal Skills

Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall.

12-2

Learning Objectives

• Describe what managers need to know about commutating effectively

• Explain how technology affects managerial communication

• Discuss the interpersonal skills that every manager needs


12-3

How Does the Communication Process Work?• Communication– A transfer of understanding and meaning from

one person to another

• Communication Process– The seven-part process of transferring and

understanding of meaning


12-4

Parts of the Communication Process1. Sender– The communication source

2. Encoding– Converting a message into symbolic form

3. Message– A purpose for communicating that’s to be

conveyed

4. Channel– The medium by which a message travels


12-5

Parts of the Communication Process (cont.)5. Decoding– Translating a received message

6. Receiver– The person to whom the message is directed

7. Feedback– Checking to see how successfully a message has

been transferred


12-6Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall.

12-7

Are Written Communications More Effective Than Verbal Ones?• Written

Communications– memos, letters, e-

mail, organizational periodicals, bulletin boards, etc.

– tangible, verifiable, and more permanent

• Oral Communications– allow receivers to

respond– presents feedback

evidence that the message has been received and understood


12-8

Is the Grapevine an Effective Way to Communicate?• Grapevine– An unofficial channel

of communication


12-9

How Do Nonverbal Cues Affect Communication?• Body Language– Nonverbal communication cues such as facial

expressions, gestures, and other body movements

• Verbal Intonation– An emphasis given to words or phrases that

conveys meaning


12-10

What Are Barriers to Effective Communication?• Filtering– Deliberately manipulating information to make it

appear more favorable to the receiver

• Selective Perception– Selectively perceiving or hearing a communication

based on your own needs, motivations, experiences, or other personal characteristics


12-11

Communication Barriers (cont.)

• Information Overload– What results when information exceeds

processing capacity

• Jargon– Technical language



12-13

Overcoming Communication Barriers• Use Feedback– Many problems are attributable to

misunderstanding

• Use Simplified Language– communicate in clear, easily understood terms

• Listen Actively– Listening is an active search for meaning, whereas

hearing is passive


12-14

Active Listening

• Active Listening– Listening for full

meaning without making premature judgments or interpretations



12-16

What Are Networked Communication Capabilities?• E-mail – the instantaneous transmission of messages on

computers that are linked together

• Instant messaging (IM)– This interactive, real-time communication takes

place among computer users

• Voice Mail System – digitizes a spoken message, transmits it over the

network, and stores the message on a disk


12-17

Networked Communications (cont.)

• Fax machines– transmit documents containing both text and

graphics over ordinary telephone lines

• Electronic data interchange (EDI) – a way for organizations to exchange business

transaction documents such as invoices or purchase orders, using direct, computer-to-computer networks


12-18


• Teleconferencing– allows a group of people to confer simultaneously

using telephone or e-mail group communications software

• Videoconferencing – A simultaneous conference where meeting

participants can see each other over video screens

• Internet-based voice communication– Popular Web sites such as Skype, Vonage, and

Yahoo!, among others, let users chat with each otherCopyright ©2011 Pearson Education, Inc.

Publishing as Prentice Hall.

12-19


• Intranet– A network that uses

Internet technology but is accessible only to organizational employees. An extranet is an organizational communication


• Extranet– A network that uses

Internet technology and allows authorized users inside the organization to communicate with certain outsiders such as customers or vendors

12-20

What is Knowledge Management?

• Knowledge Management– Cultivating a learning

culture in which organizational members systematically gather knowledge and share it with others


12-21

What Interpersonal Skills Do Managers Need?• Active listening requires– Intensity– Empathy– Acceptance– Willingness to take responsibility for completeness

• Empathy – requires you to put yourself into the speaker’s

shoes


12-22

Interpersonal Skills (cont.)

• Acceptance– listening objectively without judging content

• Responsibility for completeness– the listener does whatever is necessary to get the

full intended meaning


12-23

Feedback

• Positive feedback – more readily and accurately perceived than

negative feedback

• Negative feedback – most likely to be accepted when it comes from a

credible source or if it’s objective


12-24

What Are Empowerment Skills?

• Delegation– Assigning authority to another person to carry out

specific activities• In participative decision making, authority is shared.

With delegation, employees make decisions on their own




12-27

What is Conflict Management?

• Conflict– Perceived differences resulting in interference or

opposition

• Traditional View of Conflict– The view that all conflict is bad and must be

avoided

• Human Relations View of Conflict– The view that conflict is natural and inevitable and

has the potential to be a positive force


12-28

Conflict Management (cont.)

• Interactionist View of Conflict– The view that some conflict is necessary for an

organization to perform effectively

• Functional Conflicts– Conflict that’s constructive and supports an

organization’s goals

• Dysfunctional Conflicts– Conflict that’s destructive and prevents an

organization from achieving its goals



12-30

Conflict Management (cont.)

• Task Conflict– Conflict that relates to the content and goals of

work

• Relationship Conflict– Conflict that focuses on interpersonal

relationships

• Process Conflict– Conflict that refers to how the work gets done



12-32

What Are Negotiation Skills?

• Negotiation– A process in which two or more parties who have

different preferences must make a joint decision and come to an agreement

• Distributive Bargaining– Negotiation under zero-sum conditions, in which

any gain by one party involves a loss to the other party


12-33

Negotiation Skills (cont.)

• Integrative bargaining– Negotiation in which

there is at least one settlement that involves no loss to either party



Business

Chapter 12 communication&interpersonal skills