Communication:                Interpersonal and OrganizationalMultiMedia by                   2002 South-
By Communicating We Share           Attitudes   Ambitions            Values      Wants           Emotions     NeedsMultiMe...
People in Organizations    Must be free to express what they know and                       believe       Must coordinat...
Mediums of Communication          Verbal (spoken or written words) Nonverbal (images, facial expressions, gestures,       ...
Choice of Medium is Influenced By   The content of the message.   The importance of feedback.   The number of intended ...
Interpersonal Communication   Involves real-time face-to-face or voice-to-    voice.   Allows instant feedback.   Appro...
Team Members Engage in  Four Kinds of Communication                   Exchange views                     Discuss work     ...
A Leader A Leader                   A Goal                            A Goal                 Team                Members  ...
Checklist for Ensuring     Effective CommunicationsMultiMedia by           2002 South-
Eight Barriers to  Interpersonal Communication      Diction      Jargon      Expectations of Familiarity      Source’s...
Subjects for           Downward Communication           DOWNWARD COMMUNICATIONCEO’s vision             Job designsChanges ...
Subjects for           Horizontal Communication            HORIZONTAL COMMUNICATIONCoordination efforts      Information t...
Subjects for           Upward Communication             UPWARD COMMUNICATIONComplaints                Requests for assista...
Horizontal Communication        Channels are Used to    Set goals.      Set goals.    Define roles.      Define roles....
Formal Upward Channels Provide the feedback required by downward Provide the feedback required by downward  communicatio...
Grapevine Characteristics• It can penetrate the tightest security.• It is fast.• It tends to carry messages from anonymous...
Four Common Grapevine ConfigurationsSingle Chain       A             B       C            DGossip                   A   B ...
Four Common Grapevine Configurations (cont.)   Random              C           D       E         B                        ...
Barriers to Organizational Communication           Overload           Filtering by Levels           Timing           L...
Four Responsibilities of Receivers      Listening Actively.      Being Sensitive to the Sender.      Indicating an Appr...
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Ch12

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Ch12

  1. 1. Communication: Interpersonal and OrganizationalMultiMedia by 2002 South-
  2. 2. By Communicating We Share Attitudes Ambitions Values Wants Emotions NeedsMultiMedia by 2002 South-
  3. 3. People in Organizations  Must be free to express what they know and believe  Must coordinate and pool their efforts  Must focus on the needs of the customers  Must be able to articulate their needsMultiMedia by 2002 South-
  4. 4. Mediums of Communication Verbal (spoken or written words) Nonverbal (images, facial expressions, gestures, and body language)MultiMedia by 2002 South-
  5. 5. Choice of Medium is Influenced By  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.  The technologies available.MultiMedia by 2002 South-
  6. 6. Interpersonal Communication  Involves real-time face-to-face or voice-to- voice.  Allows instant feedback.  Appropriate when the issues affect others.MultiMedia by 2002 South-
  7. 7. Team Members Engage in Four Kinds of Communication Exchange views Discuss work Transmit information Deliberate on a problemMultiMedia by 2002 South-
  8. 8. A Leader A Leader A Goal A Goal Team Members Share Related Related Mutual MutualActivitiesActivities Dependency DependencyMultiMedia by 2002 South-
  9. 9. Checklist for Ensuring Effective CommunicationsMultiMedia by 2002 South-
  10. 10. Eight Barriers to Interpersonal Communication  Diction  Jargon  Expectations of Familiarity  Source’s Lack of Creditibility  Preconceived Notions  Perceptions  Conflicting Nonverbal Communication  EmotionsMultiMedia by 2002 South-
  11. 11. Subjects for Downward Communication DOWNWARD COMMUNICATIONCEO’s vision Job designsChanges in rule or procedures Performance appraisalsCompany mission PoliciesDelegation of authority SolutionsDevelopment Staff manager’s adviceFeedback Strategic goalsIncentives Training MultiMedia by 2002 South-
  12. 12. Subjects for Horizontal Communication HORIZONTAL COMMUNICATIONCoordination efforts Information to and about customersEfforts to seek assistance Information to and about suppliersFeedback Group-member interactions MultiMedia by 2002 South-
  13. 13. Subjects for Upward Communication UPWARD COMMUNICATIONComplaints Requests for assistanceFeedback Status reportsRecommended solutions Research results MultiMedia by 2002 South-
  14. 14. Horizontal Communication Channels are Used to  Set goals. Set goals.  Define roles. Define roles.  Create, examine, and improve methods. Create, examine, and improve methods.  Improve working relationships. Improve working relationships.  Define, investigate, and solve problems. Define, investigate, and solve problems.  Gather, process, and distribute information. Gather, process, and distribute information.MultiMedia by 2002 South-
  15. 15. Formal Upward Channels Provide the feedback required by downward Provide the feedback required by downward communication. communication. Allow workers to request assistance in solving some Allow workers to request assistance in solving some problems. problems. Provide a means for workers to recommend solutions to Provide a means for workers to recommend solutions to others. others. Provide status reports and inform higher authorities about Provide status reports and inform higher authorities about employee complaints. employee complaints. MultiMedia by 2002 South-
  16. 16. Grapevine Characteristics• 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 once they get started.• It is accessible to every person in an organization.• It can be supportive of or an obstacle to management’s efforts. MultiMedia by 2002 South-
  17. 17. Four Common Grapevine ConfigurationsSingle Chain A B C DGossip A B F C E D MultiMedia by 2002 South-
  18. 18. Four Common Grapevine Configurations (cont.) Random C D E B F A G I H B A D Cluster E C F G M H L I J K MultiMedia by 2002 South-
  19. 19. Barriers to Organizational Communication  Overload  Filtering by Levels  Timing  Lack of Trust and Openness  Inappropriate Span of Control  Change  Rank or Status in the Company  Manager’s Interpretations  Electronic NoiseMultiMedia by 2002 South-
  20. 20. Four Responsibilities of Receivers  Listening Actively.  Being Sensitive to the Sender.  Indicating an Appropriate Medium.  Initiating Feedback.MultiMedia by 2002 South-

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