Exploring management 3rd ch15

Exploring Management

Chapter 15
Communication


Chapter 15

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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

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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.


EFFECTIVE COMMUNICATION

Communication Process
Communication
Use
Use e-mail,
e-mail, voicemail,
voicemail,

– Process of sending and

text
text messaging
messaging

receiving messages

Give
Give and
and receive
receive

Write
Write memos,
memos, letters,
letters,

feedback
feedback

reports
reports

with meanings attached

Check Your Communication

Work
Work well
well in
in teams
teams

Network
Network with
with peers
peers and
and
mentors
mentors

Skills

Give
Give persuasive
persuasive

Conduct
Conduct job
job interviews
interviews

presentations
presentations

Run
Run meetings,
meetings, contribute
contribute
to
to meetings
meetings


EFFECTIVE COMMUNICATION

Communication Process


EFFECTIVE COMMUNICATION

Communication Process

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Effective Communication

– Receiver must understand the sender’s message

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Efficient Communication

– Communication occurs at minimum cost


EFFECTIVE COMMUNICATION

Communication Process

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Persuasive communication

– Convincing others to accept, support and act on the message

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Credible communication

– Earns trust, respect and integrity


15.2

Communication Barriers

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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

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Poor use makes effective communication difficult
Noise interferes with the communication process


COMMUNICATION BARRIERS

Communication Channels

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Communication channels

– Medium used to carry message

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Channel richness

– Ability of the channel to convey meaning


COMMUNICATION BARRIERS

Communication Channels

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Poor written or oral expression makes it hard to communicate effectively


COMMUNICATION BARRIERS

Communication Channels

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Nonverbal communication

– Gestures, expressions, posture and interpersonal space
– Mixed messages
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Words and
nonverbal signals
don’t match


COMMUNICATION BARRIERS

Communication Channels

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Status differences

– Filtering distorts information to make it more favorable to recipient


COMMUNICATION BARRIERS

Communication Channels

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Physical distractions

– Plan message to minimize distractions and interruptions

15.3

Improving Communication

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Active listening helps people say what they really mean

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Transparency and openness ensure that accurate and timely information
is shared

Constructive feedback is specific, timely and relevant
Office spaces can be designed to encourage interaction and
communication


15.3 Continued

Improving Communication

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Appropriate use of technology can facilitate more and better
communication

Sensitivity and etiquette can improve cross-cultural communication


IMPROVING COMMUNICATION

Listening

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Active listening

– Helps the source of a message say what he or she really means


IMPROVING COMMUNICATION

Listening

Listen for message content

Listen for feelings

Rules for better listening

Respond to feelings

Note all cues

Paraphrase and restate

IMPROVING COMMUNICATION

Feedback

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Feedback

– Process of telling someone else how you feel about something that person did
or said

– Should be
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At the right time
Genuine
Specific
Stick to the essentials
Given in small doses


Proxemics

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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

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Communication transparency

– Honest, open, accurate and complete information

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Open-book management

– Employees are given essential financial information about their employers


IMPROVING COMMUNICATION

Physical Setting

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Work spaces designed to encourage interaction and communication

– Proxemics


IMPROVING COMMUNICATION

Technology

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Appropriate use of technology can facilitate more and better
communication

– E-mail
– Text
– Social networking


IMPROVING COMMUNICATION

Technology

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Electronic grapevine

– Transmit information around informal networks inside and outside the
organization

IMPROVING COMMUNICATION

Cross-Cultural Communication

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Ethnocentrism

– Consider one’s own culture to be superior

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Cultural etiquette

– Appropriate manners and behavior when communicating with people from other
cultures