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Chapter 15Communication
EXPLORING MANAGEMENT
Chapter 15
• What is communication and when is it effective?
• What are the major barriers to effective communication?
• How can we improve communication with people at work?
15.1
Effective Communication
• Communication is a process of sending and receiving messages with meanings attached
• Communication is effective when the receiver understands the sender’s messages
• Communication is efficient when it is delivered at a low cost to the sender
• Communication is persuasive when the receiver acts as the sender intends.
Check Your Communication
Skills
Use e-mail, voicemail,
text messaging
Write memos, letters, reports
Network with peers and mentors
Conduct job interviews
Run meetings, contribute to
meetings
Give persuasive
presentations
Work well in teams
Give and receive
feedback
EFFECTIVE COMMUNICATION
Communication Process
Communication – Process of
sending and receiving messages with meanings attached
EFFECTIVE COMMUNICATION
Communication Process
EFFECTIVE COMMUNICATION
Communication Process
• Effective Communication– Receiver must understand the sender’s
message
• Efficient Communication– Communication occurs at minimum cost
EFFECTIVE COMMUNICATION
Communication Process
• Persuasive communication– Convincing others to accept, support and act
on the message
• Credible communication– Earns trust, respect and integrity
15.2
Communication Barriers• Poor use of communication channels makes it
hard to communicate effectively• Poor written or oral expression makes it hard to
communicate effectively• Failure to spot nonverbal signals makes it hard
to communicate effectively• Status differences make it hard to communicate
effectively.• Physical distractions make it hard to
communicate effectively
COMMUNICATION BARRIERS
Communication Channels
• Poor use makes effective communication difficult
• Noise interferes with the communication process
COMMUNICATION BARRIERS
Communication Channels
• Communication channels– Medium used to carry message
• Channel richness– Ability of the channel to convey meaning
COMMUNICATION BARRIERS
Communication Channels
• Poor written or oral expression makes it hard to communicate effectively
COMMUNICATION BARRIERS
Communication Channels
• Nonverbal communication– Gestures, expressions, posture and
interpersonal space– Mixed messages
• Words and nonverbal signalsdon’t match
COMMUNICATION BARRIERS
Communication Channels
• Status differences– Filtering distorts information to make it more
favorable to recipient
COMMUNICATION BARRIERS
Communication Channels
• Physical distractions– Plan message to minimize distractions and
interruptions
15.3
Improving Communication
• Active listening helps people say what they really mean
• Constructive feedback is specific, timely and relevant
• Office spaces can be designed to encourage interaction and communication
• Transparency and openness ensure that accurate and timely information is shared
15.3 Continued
Improving Communication
• Appropriate use of technology can facilitate more and better communication
• Sensitivity and etiquette can improve cross-cultural communication
IMPROVING COMMUNICATION
Listening
• Active listening– Helps the source of a message say what he
or she really means
IMPROVING COMMUNICATION
Listening Rules for better listening
Listen for message content
Listen for feelings
Respond to feelings
Note all cues
Paraphrase and restate
IMPROVING COMMUNICATION
Feedback
• Feedback– Process of telling someone else how you feel
about something that person did or said– Should be
• At the right time• Genuine• Specific• Stick to the essentials• Given in small doses
Proxemics
• Proxemics – The study of the way we use space– Physical distance between people conveys
varying intentions in terms of intimacy, openness, and status.
IMPROVING COMMUNICATION
Openness
• Communication transparency– Honest, open, accurate and complete
information
• Open-book management– Employees are given essential financial
information about their employers
IMPROVING COMMUNICATION
Physical Setting
• Work spaces designed to encourage interaction and communication– Proxemics
IMPROVING COMMUNICATION
Technology
• Appropriate use of technology can facilitate more and better communication– E-mail– Text– Social networking
IMPROVING COMMUNICATION
Technology
• Electronic grapevine– Transmit information around informal
networks inside and outside the organization
IMPROVING COMMUNICATION
Cross-Cultural Communication
• Ethnocentrism– Consider one’s own culture to be superior
• Cultural etiquette– Appropriate manners and behavior when
communicating with people from other cultures