Management 12e richard draft chapter 17

Chapter 17
Managing Communication

© 2016 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


Today’s complex business environment depends on effective
communication



Managers spend 80% of their day communicating



48 minutes of every hour is spent:
On the telephone
Communicating online
Talking informally



Communication permeates every management function



Manager’s communication is purpose-directed―directs

everyone’s attention toward the goals
© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

2


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

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

3


17.1 The Manager as
Communication Champion

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

4


17.2 A Model of
Communication

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

5


Climate of Trust and Openness


Open communication and dialogue encourage
honesty



Enhanced interpersonal skills can also foster
openness, honesty, and trust



Using multiple channels increases effectiveness
of communication



Organizational structure should fit
communication needs

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.


Communicating Among People


Open Communication means sharing all types
of information throughout the organization



Centralized network: team members
communicate through one individual



Decentralized network: individuals communicate
freely with other team members.

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

7


17.3 Communication Networks

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

8


Communication Channels


Managers must choose appropriate channels to

convey messages
Routine versus nonroutine messages



Each communication channel has advantages
and disadvantages



Channel richness – the amount of information
that can be communicated in an episode

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

9


17.4 A Continuum of Channel
Richness

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

10


Communicating to Persuade
and Influence Others


Issuing directives is no longer effective To
persuade and influence
Establish credibility
Build goals on common ground
Connect emotionally
Use multiple media to send important messages

Communication Apprehension- fear of
communication
© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

11


Communicating with Candor


A confident, positive approach
Use “I statements”

Stick to facts rather than judgments

Be clear, specific, direct in your requests.
© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

12


Asking Questions


Asking questions builds trust and openness
between managers and employees



Asking questions builds critical thinking skills



Questions stimulate the mind and give people a
chance to make a difference

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

13


Listening
The skill of grasping both facts and feelings to
interpret a message’s meaning


Listening to employees and customers is important



Information in organizations flows from the bottom up
Managers today know the importance of feedback



Blogs are being used to stay in touch with employees
and customers

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

14


17.5 Ten Keys to Effective
Listening

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

15


Nonverbal Communication


Message sent through human actions and behavior
Body language
Facial expressions
Gestures
Touch
Use of space



Can express enthusiasm, warmth, confidence,
arrogance, indifference, and displeasure

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

16


Workplace Communication


Four elements of workplace communication
Using social media to improve internal and

external communication
Using informal, personal communication

channels
Establishing formal communication channels
Developing strategies for crisis communication

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

17


Social Media


Listening to customers



Communicating to customers



Engaging employees

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

18


Personal Communication
Channels


Personal communication may exist with formal
channels



Personal communication network is personal
networking across organizational boundaries



The grapevine “gossip” can be a valuable tool
for managers; it links people across the

organization



Written communication is a key skill with the
growth of e-mail and collaboration

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

19


17.6 An Organizational
Communication Network

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

20


17.7 Downward, Upward, and Horizontal
Communication in Organizations

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

21


Tips for Improving Writing Skills
 Respect the reader

 Know your point and get to it
 Write clearly rather than
impressively
 Get a second opinion

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

22


Crisis Communication


Communication is crucial during times of crisis



Management skills for dealing with crisis:
Stay calm, listen hard
Be visible
Get the awful truth out
Communicate a vision for the future

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

23