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Mgmt 371Chapter Eighteen

Managing Interpersonal Relations and Communications

Much of the slide content was created by Dr, Charlie Cook, Houghton Mifflin, Co.©

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The Interpersonal Nature of Organizations

Interpersonal Dynamics Positive

When two parties know each other, have mutual respect and affection, and enjoy interacting with one another.

Negative When two parties dislike one another, do

not have mutual respect, and do not enjoy interacting with one another.

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The Interpersonal Nature of Organizations Outcomes of Interpersonal Behaviors

Satisfaction of social needs Social support Source of organizational synergy Source of conflict

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Communication and the Manager’s Job Communication

The process of transmitting information from one person to another.

Effective Communication The process of sending a message in such a

way that the message received is as close in meaning as possible to the message intended.

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The Communication Process

Steps in the Communication Process1. Deciding to transmit a fact, idea, opinion, or other

information to the receiver.2. Encoding the meaning into a form appropriate to

the situation.3. Transmission through the appropriate channel or

medium.4. Decoding the message back into a form that has

meaning to the receiver. “Noise” is anything disrupting the

communication process.

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The Communication Process

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Forms of Communication in Organizations (Oral Communication) Advantages

Promotes prompt feedback and interchange in the form of verbal questions and responses.

Is easy to use and can be done with little preparation.

Disadvantages Suffers from problems with inaccuracy in

meaning and details. Leaves no time for thought and consideration and

no permanent record of what was said.

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Forms of Communication in Organizations (Written Communication)

Memos, letters, reports, notes, emails and other methods in which the written word is used to transmit meaning.

Advantages Is accurate and leaves a permanent record of the

exchange. Leaves for thought and consideration, can be

referenced. Is easy to use and can be done with little

preparation.

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Forms of Communication in Organizations (Written Communication)

Disadvantages Inhibits feedback and interchange due to burden

of the process of preparing a physical document. Considerable delay can occur in clarifying

message meanings.

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Communication in Networks and Work Teams) Communication network

The pattern through which the members of a group or team communicate.

Research suggests: When the group’s task is simple and routine,

centralized networks perform with the greatest efficiency and accuracy.

When the group’s task is complex and nonroutine, decentralized networks with open communications that foster interaction and exchange of relevant information tend to be most effective.

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Types of Communication Networks

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Organizational Communication Vertical communication

Communication that flows up and down the organization, usually along formal reporting lines.

Takes place between managers and subordinates and may involve several levels of the organization.

Upward communication Flows from the operating core to the higher levels of the

organization Downward communication

Flows from the higher levels of the organization to the operating core

Horizontal communication Formal communication in organizations

Follows the official reporting relationships and/or prescribed channels.

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Formal Communication in Organizations

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Forms of Communication in Organizations Electronic Communication

Formal Information Systems Accomplished (created) by either:

A managerial approach An operational approach

Personal Electronic Technology Corporate intranets, the Internet, teleconferences, e-

mail Telecommuting

Disadvantages: the lack of face-to-face contact, strong personal relationships, falling behind professionally, and losing out in organizational politics.

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Informal Communication in Organizations Informal Communications

May or may not follow official reporting relationships and/or prescribed organizational channels

May have nothing to do with official organizational business.

Common forms: Management by wandering around The grapevine Nonverbal communication

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Informal Communication in Organizations

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Informal Communication in Organizations Management by Wandering Around

(MBWA) Managers keep in touch with what’s going on

by wandering around and talking to people on all levels in the organization

Grapevine An informal communication network that can

permeate an organization.

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Common Grapevine Chains Found in Organizations

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Informal Communication in Organizations (Nonverbal Communication)

Any communication exchange that does not use words, or uses words to carry more meaning than the strict definition of the words themselves. Facial expression Inflection and tone of the voice.

Only a small portion of the message content is due to the words in the message.

Kinds of nonverbal managerial communication: Images Settings Body language

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Barriers to Effective Communication

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Overcoming Barriers to Communication

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Improving Communication Effectiveness Individual Skills

Being a good listener Providing feedback (two-way

communications) Awareness word meaning differences Maintain credibility Sensitive to the receiver’s perspective Sensitive to the sender’s perspective

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Improving Communication Effectiveness Organizational Skills

Following up Regulating information flow Understanding the richness of different media

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More and Less Effective Listening Skills