Management meeting and exceeding customer expectation 8th ch13
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Communication:
Interpersonal and
Organizational
Chapter 13
MANAGEMENT
Meeting and Exceeding Customer Expectations
EIGHTH EDITION
Prepared by
Deborah Baker
Texas Christian University
Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved
1
learning objectives
1. Discuss the importance of communication
in organizations
2. Diagram the communication process and
label all its parts
3. List and explain the barriers to interpersonal
communication and suggest remedies to
overcome them
4. Describe the uses of downward, horizontal,
Chapter 13
and upward communication channels
Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved
2
learning objectives
(continued)
5. Describe the informal communication
channel known as the grapevine
6. List and explain the barriers to organizational
communication and suggest remedies to
overcome them
7. Describe the responsibilities of senders and
Chapter 13
receivers during the communication process
Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved
3
Communication
11
Chapter 13
Communication
Communication allows
allows sharing
sharing of…
of…
Attitudes
Attitudes
Values
Values
Emotions
Emotions
Ambitions
Ambitions
Wants
Wants
Needs
Needs
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4
22
Communication
Chapter 13
Communication
Communication
The transmission of information
and understanding from one
person or group to another
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5
22
Communication Process
Message
Message
Sender
Sender
Me
di
um
Receiver
Receiver
Chapter 13
Feedback
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6
22
Mediums of Communication
Spoken
Spokenwords
words
Verbal
Verbal
Written
Written words
words
Chapter 13
Nonverbal
Nonverbal
Images
Images
Gestures
Gestures
Facial
Facial
expressions
expressions
Body
Body
language
language
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7
Choice of Medium
22
Factors
Factors Influencing
InfluencingChoice
Choice
The content of the message
The importance of feedback
The number of intended receivers
The receiver’s and sender’s preferences
and characteristics
The sender’s and receiver’s locations and
environments
Chapter 13
The technologies available
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8
22
Written Forms of Communication
Letters
Letters
Outlines
Outlines
Memos
Memos
Reports
Reports
Disadvantages
Disadvantages
Impersonal
Do not provide the immediacy of
Chapter 13
face-to-face contact
Do not elicit immediate feedback
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22
Interpersonal Communication
Chapter 13
Interpersonal
Interpersonal
Communication
Communication
Face-to-face or voice-to-voice
conversations that take place in
real time and allow instant
feedback
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10
22
Communication and Teams
Exchange
Exchange views
views
Discuss
Discuss work
work
Deliberate
Deliberate on
on aa problem
problem
Chapter 13
Transmit
Transmit information
information
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11
22
Communication and Teams
r
e
d
a
Le
Go
al
s
Team
Members
Share…
Chapter 13
De Mu
pe tua
nd l
en
cy
ed s
t
la t ie
e
R tivi
Ac
Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved
12
Chapter 13
22
Communication and Teams
Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved
13
Chapter 13
33
Barriers to Interpersonal
Communication
Diction
Diction and
and Semantics
Semantics
Differing
Differing Perceptions
Perceptions
Expectations
Expectations of
of
Familiarity
Familiarity
Conflicting
Conflicting Nonverbal
Nonverbal
Communication
Communication
Sources
Sources Lack
Lack of
of
Credibility
Credibility
Emotions
Emotions
Preconceived
Preconceived Notions
Notions
Noise
Noise
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33
Diction and Semantics
Diction
Diction
Semantics
Semantics
Chapter 13
Jargon
Jargon
The choice and use of words in
speech and writing
The study of the meaning
of words
The specialized or technical
language of a trade, profession,
subculture, or other group
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15
44
Formal Downward Channels
Chapter 13
DOWNWARD
DOWNWARDCOMMUNICATION
COMMUNICATION
CEO’s vision
Job designs
Changes in rules/procedures
Performance appraisals
Company mission
Policies
Delegation of authority
Solutions
Development
Staff managers’ advice
Feedback
Strategic goals
Incentives
Training
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16
44
Downward Communication
Devices
Company
Company procedures
procedures manuals
manuals
Newsletters
Newsletters
Public
Public relations
relations announcements
announcements
Chapter 13
Annual
Annual statements
statements
Memos,
Memos, reports,
reports, letters,
letters, and
and directives
directives
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17
44
Formal Horizontal Channels
HORIZONTAL
HORIZONTALCOMMUNICATION
COMMUNICATION
Coordination efforts
Efforts to seek assistance
Feedback
Information to/about
customers
Information to/about
suppliers
Chapter 13
Group-member
interactions
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18
44
Horizontal Communication
Channels
Set goals
Define roles
Create, examine, and improve methods
Improve working relationships
Define, investigate, and solve problems
Chapter 13
Gather, process, and distribute information
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44
Formal Upward Channels
Chapter 13
UPWARD
UPWARDCOMMUNICATION
COMMUNICATION
Complaints
Requests for assistance
Feedback
Status reports
Recommended
solutions
Research results
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20
44
Formal Upward Channels
Allows workers to request assistance in
solving problems
Provides a means for workers to
recommend solutions
Provide status report
Chapter 13
Inform authorities about employee complaints
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21
Upward Communication Tools
44
Chapter 13
Employee surveys
Newsletters
Meetings between manager and subordinate
Suggestion systems
Team meetings
Open-door policy
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55
Informal Communication Channels
Characteristics
Characteristicsof
ofthe
theGrapevine
Grapevine
It can penetrate the tightest security
It is fast
It tends to carry messages from anonymous
sources
Its messages are difficult to stop or counter
It is accessible to every person
It can be support of or an obstacle to
Chapter 13
management's efforts
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Grapevine Configurations
55
Single Chain
A
B
C
D
A
Gossip
B
F
Chapter 13
C
D
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E
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55
Grapevine Configurations
Random
D
C
E
B
F
A
I
Cluster
H
A
B
D
C
E
G
F
M
Chapter 13
G
H
I
J
Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved
K
L
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