Chapter 13 Managing Communication. (c)2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible

Chapter 13

Managing Communication

(c)2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Communication is the Manager’s Job→ Managers gather and distribute information

inside and outside of the organization

→ Managers communicate with purpose toward goals and objectives

→ Managers facilitate strategic conversations

→ Communication is part of every management function


The Manager as Communication Champion


What is Communication

Communication is the process by which information is exchanged and understood by

two or more people, usually with the intent to motivate or influence behavior.

To SHARE, not SPEAK


The Communication Process

• Communication is not simple

• Sender wishes to convey and idea or concept

• Receiver encodes the idea or concept

• The message is sent through a channel

• Feedback is the response by the receiver


A Model of the Communication Process


Communicating Among People

• The sender and receiver are people and communication can breakdown based on:– Channel selection– Interference– Listening skills– Nonverbal behavior– Persuasion– Gender differences


Communication Channels

• The Hierarchy of Channel Richness– The ability to handle multiple cues– The ability to facilitate rapid two-way feedback– The ability to establish personal focus

• Selecting the Appropriate Channel– Channel selection depends on whether the

message routine or nonroutine


The Continuum of Channel Richness


Communicating to Persuade and Influence Others• The ability to persuade and influence others is a

critical manager skill

• Effective persuasion is not telling people what to do– Listening

– Learning about others’ interests and needs

– Leading people to a shared solution

• Managers must communicate easily and frequently

• Communication apprehension should be resolved through practice


Gender Differences in Communication• Women have a conversational style

• Men use communication to preserve independence

• Women downplay their skills and accomplishments

• Men communicate to negotiate and maintain status

• Women use submissive gestures when communicating with men

• Men stare and point when communicating


Nonverbal Communication

Messages sent through human actions and behaviors rather

than through words.


Listening

• Listening is a key tool for managers• Information flows from the bottom up, not

the top down• Companies are using blogs as a way to stay

in touch with employees and customers• Listening is the skill of receiving messages to

accurately grasp facts and feelings to interpret the genuine meaning


Ten Keys of Effective Listening


Organizational Communication

• The formal communication channels based on the chain-of-command

– Downward, upward and horizontal

• Organizations are promoting horizontal communications

• Electronic communication has made all flows of communication easier


Organizational Communication Network


Downward Communication

Implementation of goals and strategies Job instructions and rationale Procedures and practices Performance feedback Indoctrination


Upward Communication

Problems and exceptions Suggestions for improvement Performance reports Grievances and disputes Financial and accounting information


Horizontal Communication

Intradepartmental problem solving Interdepartmental coordination Change initiation and improvements


Downward, Upward, and Horizontal Communication


Team Communication Channels

• Centralized network – team members communicate through a single individual– Effective for simple problems

• Decentralized network – team members freely communicate with one another and arrive at decisions together– Effective for complex problems


Effectiveness of Team Communication Networks


Personal Communication Channels

• Developing Personal Networks – personal relationships that cross departments and organizational boundaries

• The Grapevine – often called “gossip” but can be positive tool

• Written Communication – writing clearly and quickly is important


Building a Personal Communication Network

Build it before you need it.

Never eat lunch alone.

Make it win-win.

Focus on diversity.


Improving Your Writing Skills Respect the reader.

Know your point and get to it.

Write clearly rather than impressively.

Get a second opinion.


Innovation in Organizational Communication• Dialogue – process of meaning,

understanding and sharing

• Crisis Communication – managers must be able to use communication as tool in crisis

• Feedback and Learning – use evaluation and communication to promote improvement

• Climate of Trust and Openness helps encourage communication honestly


Dialogue and Discussion: The Differences

Documents

Chapter 13 Managing Communication. (c)2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible