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Communication Download Now! Pre- Designed Business Powerpoint Templates in just $ 8.99 |
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Importance of Good Communication Good Communication allows a firm to
Learn new skills and technologies.
Become more responsive to customers.
Improve Quality of their product or service.
Foster innovation
Effective communication is needed by all Managers. |
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The Communication Process Communication consists of two phases:
1. Transmission phase: information is shared by 2 or more people.
2. Feedback phase: a common understanding is assured.
Starts with the Sender who wants to share information.
Sender must decide on a message to share
Sender also puts the message into symbols or language, a process called encoding.
Noise: anything harming the communication process. |
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The Communication Process Figure 15.1 |
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The Communication Process Messages are transmitted over a medium to a receiver.
Medium: pathway the message is transmitted on (phone, letter).
Receiver: person getting the message.
Receiver next decodes the message.
Decoding allows the receiver to understand the message.
This is a critical point, can lead to mis-understanding.
Feedback is started by receiver and states that the message is understood or that it must be re-sent. |
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Communication Issues Encoding of messages can be done verbally or non-verbally
Verbal: spoken or written communication.
Nonverbal: facial gestures, body language, dress.
Sender and receiver communicate based on their perception.
Subjective perception can lead to biases and stereotypes that hurt communication.
Effective Managers avoid communicating based on a pre-set belief. |
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Dangers of Ineffective Communication Managers spend most of their time communicating so both they and the subordinates must be effective communicators. To be effective:
Select an appropriate medium for each message.
There is no one “best” medium.
Consider information richness: the amount of information a medium can carry.
Medium with high richness can carry much information to aid understanding.
Is there a need for a paper/electronic trail to provide documentation? |
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Information Richness and Media Type Face-to-face
communication Verbal communication
electronically
transmitted Verbal communication
electronically
transmitted Impersonal written
commun-
ication High
Richness Low
Richness Figure 15.2 |
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Communication Media Face-to-Face: highest information richness.
Can take advantage of verbal and nonverbal signals.
Provides for instant feedback.
Management by wandering around takes advantage of this with informal talks to workers.
Video Conferences: provide much of this richness.
Reduce travel costs and meeting times.
Verbal Communication electronically transmitted: has next highest richness.
Phone conversations, but no visual nonverbal cues.
Do have tone of voice, sender’s emphasis and quick feedback. |
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Communication Media Personally Addressed Written Communication: lower richness than the verbal forms, but still is directed at a given person.
Personal addressing helps ensure receiver reads it.
Letters and e-mail are common forms.
Cannot provide instant feedback to sender but can get feedback later.
Excellent for complex messages needing follow-up.
Impersonal Written Communication: lowest richness.
Good for messages to many receivers. Little feedback is expected.
Newsletters, reports are examples. |
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E-Mail Trends E-mail use is growing rapidly in large firms, and there are even special e-mail etiquette:
Words in all CAPITALS are seen as “screaming” at the receiver.
Punctuate your messages for easy reading and don’t ramble on.
Pay attention to spelling and treat like a written letter.
E-mail has allowed telecommuting, where workers can work from home and be in touch with e-mail. |
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Communication Networks Networks show information flows in an organization.
Wheel Network: information flow to and from one central member.
Chain Network: members communicate with people next to them in sequence.
Wheel and Chain networks provide for little interaction.
Circle Network: members communicate with others close to them in terms of expertise, office location, etc.
All-Channel Network: found in teams, with high levels of communications between each member and all others. |
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Communication Networks in Groups & Teams |
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Organization Communication Networks Organization chart depicts formal reporting channels.
Communication is informal and flows around issues, goals, and projects.
Vertical Communication: goes up and down the corporate hierarchy.
Horizontal Communication: between employees of the same level.
Informal communications can span levels and departments.
Grapevine: informal network carrying unofficial information through the firm. |
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Organizational Communications Network Figure 15.4 |
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Technological Advances Internet: global system of computer networks
Many firms use it to communicate with suppliers.
World Wide Web (WWW): provides multimedia access to the Internet.
Intranets: use the same information concepts as the Internet, but keep the network inside the firm.
Groupware: software designed to let workers share information and improve communication.
Best for team oriented support. |
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Communication Skills for Managers as Senders Send clear and complete messages.
Encode messages in symbols the receiver understands.
Select a medium appropriate for the message AND monitored by the receiver.
Avoid filtering (holding back information) and distortion as the message passes through other workers.
Ensure a feedback mechanism is included in the message.
Provide accurate information to avoid rumors. |
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Communication Skills for Managers as Receivers Pay Attention to what is sent as a message.
Be a good listener: don’t interrupt.
Ask questions to clarify your understanding.
Be empathetic: try to understand what the sender feels.
Understand linguistic styles: different people speak differently.
Speed, tone, pausing all impact communication.
This is particularly true across cultures.
Managers should expect and plan for this. |
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