Chapter 5
5-1
© 2015 Pearson Education, Inc. Publishing as Prentice Hall
© 2015 Pearson Education, Inc. Publishing as Prentice Hall
Communication is a key social element of
the organizational alignment between IT
and business.
One of the most important skills IT staff
needs to develop is how to communicate
effectively with businesses.
5-2
© 2015 Pearson Education, Inc. Publishing as Prentice Hall
Good communication is essential for:
✓ Building trust and partnerships between
the business and IT
✓ Helping IT to manage the business
perceptions of IT
✓ Understanding the priorities and pressures
of the business
✓ Conveying the business value of IT
5-3
© 2015 Pearson Education, Inc. Publishing as Prentice Hall
Principle 1: The effectiveness of communication
is measured by its outcomes.
Principle 2: Communication is social behavior.
Principle 3: Shared knowledge improves
communication.
Principle 4: Mature organizations have better
communication.
5-4
© 2015 Pearson Education, Inc. Publishing as Prentice Hall 5-5
Communication should be measure by its
outcomes rather than our intentions.
Communication can get distorted through
filters such as politics, culture, and
personal points of view.
© 2015 Pearson Education, Inc. Publishing as Prentice Hall 5-6
Communication not only transmits ideas;
it also negotiates relationships.
How you say what you mean is just as
important as what you say.
IT staff and managers need to become
aware of the power of different linguistic
styles in communication situations.
© 2015 Pearson Education, Inc. Publishing as Prentice Hall 5-7
The more IT staff
learns about the
business, the better
communication
becomes.
Shared knowledge is
the beginning of the
“virtuous circle”.
Shared Knowledge
Increased
Communication
Mutual Understanding
and “Common Sense”
Implementation
Success
THE VIRTUOUS
COMMUNICATION CYCLE
© 2015 Pearson Education, Inc. Publishing as Prentice Hall 5-8
Strong organizational practices support and
reinforce good interpersonal communication.
Mature IT organizations embed appropriate
communication at the operational and
strategic level.
“You can’t be a partner unless
you’re a mature IT organization”
© 2015 Pearson Education, Inc. Publishing as Prentice Hall 5-9
The changing nature of IT work:
IT work has become more complex over
time. Multiple cultures, different political
contexts, various times zones, and virtual
contacts make communication more
challenging.
© 2015 Pearson Education, Inc. Publishing as Prentice Hall 5-10
Hiring practices:
IT skills are changing to become more
consultative and collaborative, rather
than focused exclusively on technology.
“IT organizations can no longer support smart,
super-talented but socially disruptive people”
© 2015 Pearson Education, Inc. Publishing as Prentice Hall 5-11
IT and business organization
structures:
IT staff is expected to play a “knowledge
broker” role, n.
