Bài giảng môn Quản trị học Chương 13

13

Chapter

Managing
Communication
and Information
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Learning Outcomes
• Describe what managers need to know about
communicating effectively.
• Explain how technology affects managerial
communication.
• Discuss contemporary issues in communication.

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13.1

Define what
managers need to
know about
communicating
effectively.

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Effective Communication
Communication:
A transfer of understanding and meaning from
one person to another.

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The Communication Process

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Factors Affecting Encoding
•
•
•
•

Skill

Attitudes
Knowledge
Social cultural system

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Communication Channels
• Formal channels
• Informal channels

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Decoding and Feedback
Decoding:
Translating a received message.
Feedback:
Checking to see how successfully a message
has been transferred.

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Written vs. Verbal Communication
Advantages
•Tangible/verifiable
•Permanent record
•Stored for later
reference
•Well-thought out

Drawbacks:
•Time consuming
•Doesn’t lend itself to
feedback like oral
communication

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The Grapevine

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Nonverbal Cues

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Communication Barriers

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Overcoming Communication
Barriers

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13.2

Explain how
technology affects
managerial
communication.

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Technology and Communication
1.
2.

Networked computer systems
Wireless capabilities

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Networked Communication

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Networked Communication
Applications
•E-mail
•Instant messaging (IM)
•Voice-mail
•Fax machines

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Networked Communication
Applications (cont.)
•Electronic Data interchange (EDI)
•Teleconference and videoconference meetings
•Organizational intranet
•Organizational extranet
•Internet-based voice/video communication

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Wireless Communication
People don’t need to be physically at the
office to communicate, collaborate, and share
information with managers and colleagues.

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13.3 Discuss
contemporary
issues in
communication.

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Contemporary Issues
1. Communication management in an
Internet world
2. Managing the organization’s knowledge
resources
3. Communicating with customers
4. Getting employee input
5. Communicating ethically
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Communication in an Internet
World
1.
2.

Legal and security issues
Lack of personal interaction

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Legal and Security Issues
• Electronic information is potentially
admissible in court
• Sensitive, proprietary information at risk

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Personal Interaction
Social media can minimize personal
interaction.

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Knowledge Management
Cultivating a learning culture in which
organizational members systematically gather
knowledge and share it with others.

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