Chapter 13  ManagingCommunication
New Manager’s Question 1• Good communication is really just common  sense.  1       2          3                          ...
New Manager’s Question 2• E-mailing is an efficient and effective tool for  communication.  1        2            3       ...
New Manager’s Question 3• People are generally good listeners.  1        2          3                                     ...
Communication Introduction• Personal networking is important skill for  managers  – Enables them to get things done more s...
Communication is the Manager’s Job → Managers gather and distribute   information inside and outside of the   organization...
The Manager as Communication Champion                 (c)2011 Cengage Learning. All Rights Reserved. May not be scanned, c...
What is Communication     Communication is the process by which  information is exchanged and understood by two or more pe...
The Communication Process• Communication is usually complex with  opportunities to send/receive the wrong  message• 2 comm...
The Communication Process• 4 steps in process  – The sender encodes the idea by selecting    symbols to represent the mess...
The Communication Process• 4 steps in process  – The receiver decodes or translates the symbols    to interpret the meanin...
A Model of the Communication Process                (c)2011 Cengage Learning. All Rights Reserved. May not be scanned, cop...
Communicating Among People• The sender and receiver are people and  communication can breakdown based on:  – Channel selec...
Communication Channels• The Hierarchy of Channel Richness  – The ability to handle multiple cues  – The ability to facilit...
The Continuum of Channel Richness                (c)2011 Cengage Learning. All Rights Reserved. May not be scanned, copied...
Communicating to Persuade and InfluenceOthers • The ability to persuade and influence others is a   critical manager skill...
Gender Differences in Communication  • Women have a conversational style  • Men use communication to preserve    independe...
Nonverbal CommunicationMessages sent through humanactions and behaviors rather    than through words.               (c)201...
Listening • Listening is a key tool for managers • Information flows from the bottom up, not   the top down • Companies ar...
Ten Keys of Effective Listening                  (c)2011 Cengage Learning. All Rights Reserved. May not be scanned, copied...
Organizational Communication• The formal communication channels based  on the chain-of-command  – Downward, upward and hor...
Organizational Communication Network                  (c)2011 Cengage Learning. All Rights Reserved. May not be scanned, c...
Downward Communication   Implementation of goals and    strategies   Job instructions and rationale   Procedures and pr...
Upward Communication     Problems and exceptions     Suggestions for improvement     Performance reports     Grievance...
Horizontal Communication   Intradepartmental problem solving   Interdepartmental coordination   Change initiation and i...
Downward, Upward, and HorizontalCommunication                 (c)2011 Cengage Learning. All Rights Reserved. May not be sc...
Team Communication Channels• Centralized network – team members  communicate through a single individual  – Effective for ...
Effectiveness of Team CommunicationNetworks                  (c)2011 Cengage Learning. All Rights Reserved. May not be sca...
Personal Communication Channels• Developing Personal Networks – personal  relationships that cross departments and  organi...
Building a Personal CommunicationNetwork       Build it before you need it.       Never eat lunch alone.       Make it ...
Improving Your Writing Skills  Respect the reader.  Know your point and get to it.  Write clearly rather than impressiv...
Innovation in OrganizationalCommunication • Dialogue – process of meaning,   understanding and sharing • Crisis Communicat...
Dialogue and Discussion: The Differences                   (c)2011 Cengage Learning. All Rights Reserved. May not be scann...
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BM 13 daft7e ppt_ch13--revised

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BM 13 daft7e ppt_ch13--revised

  1. 1. Chapter 13 ManagingCommunication
  2. 2. New Manager’s Question 1• Good communication is really just common sense. 1 2 3 4 5Strongly agree Strongly disagree (c)2011 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. 3. New Manager’s Question 2• E-mailing is an efficient and effective tool for communication. 1 2 3 4 5Strongly agree Strongly disagree (c)2011 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. 4. New Manager’s Question 3• People are generally good listeners. 1 2 3 4 5Strongly agree Strongly disagree (c)2011 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. 5. Communication Introduction• Personal networking is important skill for managers – Enables them to get things done more smoothly & rapidly – Builds social, work & career relationships that facilitate mutual benefits• Communication is a vital factor• Effective communication leads to better bottom-line results (c)2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
  6. 6. Communication is the Manager’s Job → Managers gather and distribute information inside and outside of the organization → Managers communicate with purpose toward goals and objectives → Managers facilitate strategic conversations → Communication is part of every management function (c)2011 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. 7. The Manager as Communication Champion (c)2011 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. 8. 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. To SHARE, not SPEAK 2-Way street (listening & feedback) (c)2011 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. 9. The Communication Process• Communication is usually complex with opportunities to send/receive the wrong message• 2 common elements in every communication are the sender & receiver – Sender – wished to convey an idea or seek information from others, or to express an emotion or thought – Receiver – the person to whom the message is sent (c)2011 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. 10. The Communication Process• 4 steps in process – The sender encodes the idea by selecting symbols to represent the message, which is the tangible formulation of the idea that is sent to the receiver – The message is sent through a channel, which is the communication carrier (c)2011 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. 11. The Communication Process• 4 steps in process – The receiver decodes or translates the symbols to interpret the meaning of the message – Feedback occurs when the receiver responds to the sender’s communication with a return message. Without feedback, the communication is one-way; with feedback, it is two-way (c)2011 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. 12. A Model of the Communication Process (c)2011 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. 13. Communicating Among People• The sender and receiver are people and communication can breakdown based on: – Channel selection – Interference – Listening skills – Nonverbal behavior – Persuasion – Gender differences (c)2011 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. 14. Communication Channels• The Hierarchy of Channel Richness – The ability to handle multiple cues – The ability to facilitate rapid two-way feedback – The ability to establish personal focus• Selecting the Appropriate Channel – Channel selection depends on whether the message routine or nonroutine (c)2011 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. 15. The Continuum of Channel Richness (c)2011 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. 16. Communicating to Persuade and InfluenceOthers • The ability to persuade and influence others is a critical manager skill • Effective persuasion is not telling people what to do – Listening – Learning about others’ interests and needs – Leading people to a shared solution • Managers must communicate easily and frequently • Communication apprehension should be resolved through practice (c)2011 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. 17. Gender Differences in Communication • Women have a conversational style • Men use communication to preserve independence • Women downplay their skills and accomplishments • Men communicate to negotiate and maintain status • Women use submissive gestures when communicating with men • Men stare and point when communicating (c)2011 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. 18. Nonverbal CommunicationMessages sent through humanactions and behaviors rather than through words. (c)2011 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. 19. Listening • Listening is a key tool for managers • Information flows from the bottom up, not the top down • Companies are using blogs as a way to stay in touch with employees and customers • Listening is the skill of receiving messages to accurately grasp facts and feelings to interpret the genuine meaning (c)2011 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. 20. Ten Keys of Effective Listening (c)2011 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. 21. Organizational Communication• The formal communication channels based on the chain-of-command – Downward, upward and horizontal• Organizations are promoting horizontal communications• Electronic communication has made all flows of communication easier (c)2011 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. 22. Organizational Communication Network (c)2011 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. 23. Downward Communication  Implementation of goals and strategies  Job instructions and rationale  Procedures and practices  Performance feedback  Indoctrination (c)2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
  24. 24. Upward Communication  Problems and exceptions  Suggestions for improvement  Performance reports  Grievances and disputes  Financial and accounting information (c)2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
  25. 25. Horizontal Communication  Intradepartmental problem solving  Interdepartmental coordination  Change initiation and improvements (c)2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
  26. 26. Downward, Upward, and HorizontalCommunication (c)2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
  27. 27. Team Communication Channels• Centralized network – team members communicate through a single individual – Effective for simple problems• Decentralized network – team members freely communicate with one another and arrive at decisions together – Effective for complex problems (c)2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
  28. 28. Effectiveness of Team CommunicationNetworks (c)2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
  29. 29. Personal Communication Channels• Developing Personal Networks – personal relationships that cross departments and organizational boundaries• The Grapevine – often called “gossip” but can be positive tool• Written Communication – writing clearly and quickly is important (c)2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
  30. 30. Building a Personal CommunicationNetwork Build it before you need it. Never eat lunch alone. Make it win-win. Focus on diversity. (c)2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
  31. 31. Improving Your Writing Skills  Respect the reader.  Know your point and get to it.  Write clearly rather than impressively.  Get a second opinion. (c)2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
  32. 32. Innovation in OrganizationalCommunication • Dialogue – process of meaning, understanding and sharing • Crisis Communication – managers must be able to use communication as tool in crisis • Feedback and Learning – use evaluation and communication to promote improvement • Climate of Trust and Openness helps encourage communication honestly (c)2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
  33. 33. Dialogue and Discussion: The Differences (c)2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

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