This document is a learning outline for a chapter on communication and information technology. It covers topics such as understanding interpersonal and organizational communication, the process of interpersonal communication including components and methods, barriers to effective communication, organizational communication networks, the impact of information technology on communication, and communication issues in modern organizations. The outline provides learning objectives for students to focus on for each section to be covered in the chapter.

1. ninth edition
STEPHEN P. ROBBINS
© 2007 Prentice Hall, Inc.© 2007 Prentice Hall, Inc.
All rights reserved.All rights reserved.
PowerPoint Presentation by Charlie CookPowerPoint Presentation by Charlie Cook
The University of West AlabamaThe University of West Alabama
MARY COULTER
CommunicationCommunication
and Informationand Information
TechnologyTechnology
ChapterChapter
1111

2. © 2007 Prentice Hall, Inc. All rights
reserved. 11–2
L E A R N I N G O U T L I N EL E A R N I N G O U T L I N E
Follow this Learning Outline as you read and study this chapter.Follow this Learning Outline as you read and study this chapter.
Understanding CommunicationsUnderstanding Communications
• Differentiate between interpersonal and organizationalDifferentiate between interpersonal and organizational
communication.communication.
• Discuss the functions of communication.Discuss the functions of communication.
The Process of Interpersonal CommunicationsThe Process of Interpersonal Communications
• Explain all the components of the communication process.Explain all the components of the communication process.
• List the communication methods managers might use.List the communication methods managers might use.
• Describe nonverbal communication and how it takesDescribe nonverbal communication and how it takes
place.place.
• Explain the barriers to effective interpersonalExplain the barriers to effective interpersonal
communication and how to overcome them.communication and how to overcome them.

3. © 2007 Prentice Hall, Inc. All rights
reserved. 11–3
L E A R N I N G O U T L I N E (cont’d)L E A R N I N G O U T L I N E (cont’d)
Follow this Learning Outline as you read and study this chapter.Follow this Learning Outline as you read and study this chapter.
Organizational CommunicationOrganizational Communication
• Explain how communication can flow in an organization.Explain how communication can flow in an organization.
• Describe the three common communication networks.Describe the three common communication networks.
• Discuss how managers should handle the grapevine.Discuss how managers should handle the grapevine.
Understanding Information TechnologyUnderstanding Information Technology
• Describe how technology affects managerialDescribe how technology affects managerial
communication.communication.
• Define e-mail, instant messaging, blogs and wikis, voice-Define e-mail, instant messaging, blogs and wikis, voice-
mail, fax, EDI, teleconferencing, videoconferencing, webmail, fax, EDI, teleconferencing, videoconferencing, web
conferencing, intranet, and extranet.conferencing, intranet, and extranet.
• Explain how information technology affectsExplain how information technology affects
organizations.organizations.

4. © 2007 Prentice Hall, Inc. All rights
reserved. 11–4
L E A R N I N G O U T L I N E (cont’d)L E A R N I N G O U T L I N E (cont’d)
Follow this Learning Outline as you read and study this chapter.Follow this Learning Outline as you read and study this chapter.
Communication Issues in Today’s OrganizationCommunication Issues in Today’s Organization
• Discuss the challenges of managing communication in anDiscuss the challenges of managing communication in an
Internet world.Internet world.
• Explain how organizations can manage knowledge.Explain how organizations can manage knowledge.
• Explain why communicating with customers is anExplain why communicating with customers is an
important managerial issue.important managerial issue.
• Explain how political correctness is affectingExplain how political correctness is affecting
communication.communication.

5. © 2007 Prentice Hall, Inc. All rights
reserved. 11–5
What Is Communication?What Is Communication?
• CommunicationCommunication
 The transfer and understanding of meaning.The transfer and understanding of meaning.
 Transfer means the message was received in a form that canTransfer means the message was received in a form that can
be interpreted by the receiver.be interpreted by the receiver.
 Understanding the message is not the same as the receiverUnderstanding the message is not the same as the receiver
agreeing with the message.agreeing with the message.
 Interpersonal CommunicationInterpersonal Communication
 Communication between two or more peopleCommunication between two or more people
 Organizational CommunicationOrganizational Communication
 All the patterns, network, and systems of communicationsAll the patterns, network, and systems of communications
within an organizationwithin an organization

6. © 2007 Prentice Hall, Inc. All rights
reserved. 11–6
Four Functions of CommunicationFour Functions of Communication
Functions ofFunctions of
CommunicationCommunication
Functions ofFunctions of
CommunicationCommunication
ControlControlControlControl MotivationMotivationMotivationMotivation
EmotionalEmotional
ExpressionExpression
EmotionalEmotional
ExpressionExpressionInformationInformationInformationInformation

7. © 2007 Prentice Hall, Inc. All rights
reserved. 11–7
Functions of CommunicationFunctions of Communication
• ControlControl
 Formal and informal communications act to controlFormal and informal communications act to control
individuals’ behaviors in organizations.individuals’ behaviors in organizations.
• MotivationMotivation
 Communications clarify for employees what is toCommunications clarify for employees what is to
done, how well they have done it, and what can bedone, how well they have done it, and what can be
done to improve performance.done to improve performance.

8. © 2007 Prentice Hall, Inc. All rights
reserved. 11–8
Functions of Communication (cont’d)Functions of Communication (cont’d)
• Emotional ExpressionEmotional Expression
 Social interaction in the form of work groupSocial interaction in the form of work group
communications provides a way for employees tocommunications provides a way for employees to
express themselves.express themselves.
• InformationInformation
 Individuals and work groups need information toIndividuals and work groups need information to
make decisions or to do their work.make decisions or to do their work.

9. © 2007 Prentice Hall, Inc. All rights
reserved. 11–9
Interpersonal CommunicationInterpersonal Communication
• MessageMessage
 Source: sender’s intended meaningSource: sender’s intended meaning
• EncodingEncoding
 The message converted to symbolic formThe message converted to symbolic form
• ChannelChannel
 The medium through which the message travelsThe medium through which the message travels
• DecodingDecoding
 The receiver’s retranslation of the messageThe receiver’s retranslation of the message
• NoiseNoise
 Disturbances that interfere with communicationsDisturbances that interfere with communications

10. © 2007 Prentice Hall, Inc. All rights
reserved. 11–10
Exhibit 11–1Exhibit 11–1 The Interpersonal Communication ProcessThe Interpersonal Communication Process

11. © 2007 Prentice Hall, Inc. All rights
reserved. 11–11
Distortions in CommunicationsDistortions in Communications
• Message EncodingMessage Encoding
 The effect of the skills, attitudes, and knowledge ofThe effect of the skills, attitudes, and knowledge of
the sender on the process of encoding the messagethe sender on the process of encoding the message
 The social-cultural system of the senderThe social-cultural system of the sender
• The MessageThe Message
 Symbols used to convey the message’s meaningSymbols used to convey the message’s meaning
 The content of the message itselfThe content of the message itself
 The choice of message formatThe choice of message format
 Noise interfering with the messageNoise interfering with the message

12. © 2007 Prentice Hall, Inc. All rights
reserved. 11–12
Distortions in Communications (cont’d)Distortions in Communications (cont’d)
• The ChannelThe Channel
 The sender’s choice of the appropriate channel orThe sender’s choice of the appropriate channel or
multiple channels for conveying the messagemultiple channels for conveying the message
• ReceiverReceiver
 The effect of skills, attitudes, and knowledge of theThe effect of skills, attitudes, and knowledge of the
receiver on the process of decoding the messagereceiver on the process of decoding the message
 The social-cultural system of the receiverThe social-cultural system of the receiver
• Feedback LoopFeedback Loop
 Communication channel distortions affecting theCommunication channel distortions affecting the
return message from receiver to senderreturn message from receiver to sender

13. © 2007 Prentice Hall, Inc. All rights
reserved. 11–13
Interpersonal Communication MethodsInterpersonal Communication Methods
• Face-to-faceFace-to-face
• TelephoneTelephone
• Group meetingsGroup meetings
• Formal presentationsFormal presentations
• MemosMemos
• Traditional MailTraditional Mail
• Fax machinesFax machines
• Employee publicationsEmployee publications
• Bulletin boardsBulletin boards
• Audio- and videotapesAudio- and videotapes
• HotlinesHotlines
• E-mailE-mail
• Computer conferencingComputer conferencing
• Voice mailVoice mail
• TeleconferencesTeleconferences
• VideoconferencesVideoconferences

14. © 2007 Prentice Hall, Inc. All rights
reserved. 11–14
Evaluating Communication MethodsEvaluating Communication Methods
• FeedbackFeedback
• Complexity capacityComplexity capacity
• Breadth potentialBreadth potential
• ConfidentialityConfidentiality
• Encoding easeEncoding ease
• Decoding easeDecoding ease
• Time-space constraintTime-space constraint
• CostCost
• Interpersonal warmthInterpersonal warmth
• FormalityFormality
• ScanabilityScanability
• Time consumptionTime consumption

15. © 2007 Prentice Hall, Inc. All rights
reserved. 11–15
Exhibit 11–2Exhibit 11–2 Comparison of Communication MethodsComparison of Communication Methods
Note: Ratings are on a 1–5 scale where 1 = high and 5 = low. Consumption time refers to who
controls the reception of communication. S/R means the sender and receiver share control.
Source: P. G. Clampitt, Communicating for Managerial Effectiveness (Newbury Park, CA: Sage Publications, 1991), p. 136.

16. © 2007 Prentice Hall, Inc. All rights
reserved. 11–16
Interpersonal Communication (cont’d)Interpersonal Communication (cont’d)
• Nonverbal CommunicationNonverbal Communication
 Communication that is transmitted without words.Communication that is transmitted without words.
 SoundsSounds with specific meanings or warningswith specific meanings or warnings
 ImagesImages that control or encourage behaviorsthat control or encourage behaviors
 Situational behaviorsSituational behaviors that convey meaningsthat convey meanings
 Clothing and physical surroundingsClothing and physical surroundings that imply statusthat imply status
 Body language:Body language: gestures, facial expressions, andgestures, facial expressions, and
other body movements that convey meaning.other body movements that convey meaning.
 Verbal intonation:Verbal intonation: emphasis that a speaker gives toemphasis that a speaker gives to
certain words or phrases that conveys meaning.certain words or phrases that conveys meaning.

17. © 2007 Prentice Hall, Inc. All rights
reserved. 11–17
Interpersonal Communication BarriersInterpersonal Communication Barriers
DefensivenessDefensiveness
NationalNational
CultureCulture EmotionsEmotions
InformationInformation
OverloadOverload
InterpersonalInterpersonal
CommunicationCommunication
LanguageLanguage
FilteringFiltering

18. © 2007 Prentice Hall, Inc. All rights
reserved. 11–18
Barriers to Effective InterpersonalBarriers to Effective Interpersonal
CommunicationCommunication
• FilteringFiltering
 The deliberate manipulation of information to make itThe deliberate manipulation of information to make it
appear more favorable to the receiver.appear more favorable to the receiver.
• EmotionsEmotions
 Disregarding rational and objective thinking processesDisregarding rational and objective thinking processes
and substituting emotional judgments whenand substituting emotional judgments when
interpreting messages.interpreting messages.
• Information OverloadInformation Overload
 Being confronted with a quantity of information thatBeing confronted with a quantity of information that
exceeds an individual’s capacity to process it.exceeds an individual’s capacity to process it.

19. © 2007 Prentice Hall, Inc. All rights
reserved. 11–19
Barriers to Effective InterpersonalBarriers to Effective Interpersonal
Communication (cont’d)Communication (cont’d)
• DefensivenessDefensiveness
 When threatened, reacting in a way that reduces theWhen threatened, reacting in a way that reduces the
ability to achieve mutual understanding.ability to achieve mutual understanding.
• LanguageLanguage
 The different meanings of and specialized waysThe different meanings of and specialized ways
(jargon) in which senders use words can cause(jargon) in which senders use words can cause
receivers to misinterpret their messages.receivers to misinterpret their messages.
• National CultureNational Culture
 Culture influences the form, formality, openness,Culture influences the form, formality, openness,
patterns and use of information in communications.patterns and use of information in communications.

20. © 2007 Prentice Hall, Inc. All rights
reserved. 11–20
Overcoming the Barriers to EffectiveOvercoming the Barriers to Effective
Interpersonal CommunicationsInterpersonal Communications
• Use FeedbackUse Feedback
• Simplify LanguageSimplify Language
• Listen ActivelyListen Actively
• Constrain EmotionsConstrain Emotions
• Watch Nonverbal CuesWatch Nonverbal Cues

21. © 2007 Prentice Hall, Inc. All rights
reserved. 11–21
Exhibit 11–3Exhibit 11–3 Active Listening BehaviorsActive Listening Behaviors
Source: Based on P.L. Hunsaker, Training in Management
Skills (Upper Saddle River, NJ: Prentice Hall, 2001).

22. © 2007 Prentice Hall, Inc. All rights
reserved. 11–22
Types of Organizational CommunicationTypes of Organizational Communication
• Formal CommunicationFormal Communication
 Communication that follows the official chain ofCommunication that follows the official chain of
command or is part of the communication required tocommand or is part of the communication required to
do one’s job.do one’s job.
• Informal CommunicationInformal Communication
 Communication that is not defined by theCommunication that is not defined by the
organization’s hierarchy.organization’s hierarchy.
 Permits employees to satisfy their need for social interaction.Permits employees to satisfy their need for social interaction.
 Can improve an organization’s performance by creatingCan improve an organization’s performance by creating
faster and more effective channels of communication.faster and more effective channels of communication.

23. © 2007 Prentice Hall, Inc. All rights
reserved. 11–23
Communication FlowsCommunication Flows
LateralLateral
Diagonal
Diagonal
DD
oo
ww
nn
ww
aa
rr
dd
UU
pp
ww
aa
rr
dd

24. © 2007 Prentice Hall, Inc. All rights
reserved. 11–24
Direction of Communication FlowDirection of Communication Flow
• DownwardDownward
 Communications that flow from managers toCommunications that flow from managers to
employees to inform, direct, coordinate, and evaluateemployees to inform, direct, coordinate, and evaluate
employees.employees.
• UpwardUpward
 Communications that flow from employees up toCommunications that flow from employees up to
managers to keep them aware of employee needsmanagers to keep them aware of employee needs
and how things can be improved to create a climateand how things can be improved to create a climate
of trust and respect.of trust and respect.

25. © 2007 Prentice Hall, Inc. All rights
reserved. 11–25
Direction of Communication FlowDirection of Communication Flow
(cont’d)(cont’d)
• Lateral (Horizontal) CommunicationLateral (Horizontal) Communication
 Communication that takes place among employeesCommunication that takes place among employees
on the same level in the organization to save time andon the same level in the organization to save time and
facilitate coordination.facilitate coordination.
• Diagonal CommunicationDiagonal Communication
 Communication that cuts across both work areas andCommunication that cuts across both work areas and
organizational levels in the interest of efficiency andorganizational levels in the interest of efficiency and
speed.speed.

26. © 2007 Prentice Hall, Inc. All rights
reserved. 11–26
Types of Communication NetworksTypes of Communication Networks
• Chain NetworkChain Network
 Communication flows according to the formal chain ofCommunication flows according to the formal chain of
command, both upward and downward.command, both upward and downward.
• Wheel NetworkWheel Network
 All communication flows in and out through the groupAll communication flows in and out through the group
leader (hub) to others in the group.leader (hub) to others in the group.
• All-Channel NetworkAll-Channel Network
 Communications flow freely among all members ofCommunications flow freely among all members of
the work team.the work team.

27. © 2007 Prentice Hall, Inc. All rights
reserved. 11–27
Exhibit 11–4Exhibit 11–4 Three Common Organizational Communication NetworksThree Common Organizational Communication Networks
and How They Rate on Effectiveness Criteriaand How They Rate on Effectiveness Criteria

28. © 2007 Prentice Hall, Inc. All rights
reserved. 11–28
The GrapevineThe Grapevine
• An informal organizational communicationAn informal organizational communication
network that is active in almost everynetwork that is active in almost every
organization.organization.
 Provides a channel for issues not suitable for formalProvides a channel for issues not suitable for formal
communication channels.communication channels.
 The impact of information passed along the grapevineThe impact of information passed along the grapevine
can be countered by open and honest communicationcan be countered by open and honest communication
with employees.with employees.

29. © 2007 Prentice Hall, Inc. All rights
reserved. 11–29
Understanding Information TechnologyUnderstanding Information Technology
• Benefits of Information Technology (IT)Benefits of Information Technology (IT)
 Increased ability to monitor individual and teamIncreased ability to monitor individual and team
performanceperformance
 Better decision making based on more completeBetter decision making based on more complete
informationinformation
 More collaboration andMore collaboration and
sharing of informationsharing of information
 Greater accessibilityGreater accessibility
to coworkersto coworkers

30. © 2007 Prentice Hall, Inc. All rights
reserved. 11–30
Information Technology (cont’d)Information Technology (cont’d)
• Networked ComputerNetworked Computer
SystemsSystems
 Linking individualLinking individual
computers to create ancomputers to create an
organizational network fororganizational network for
communication andcommunication and
information sharing.information sharing.
• E-mailE-mail
• Instant messaging (IM)Instant messaging (IM)
• BlogsBlogs
• WikisWikis
• Voice-mailVoice-mail
• Fax machinesFax machines
• Electronic Data ExchangeElectronic Data Exchange
(EDI)(EDI)
• TeleconferencingTeleconferencing
• VideoconferencingVideoconferencing
• Web conferencingWeb conferencing

31. © 2007 Prentice Hall, Inc. All rights
reserved. 11–31
Information Technology (cont’d)Information Technology (cont’d)
• Types of Network SystemsTypes of Network Systems
 IntranetIntranet
 An internal network that uses InternetAn internal network that uses Internet
technology and is accessible only totechnology and is accessible only to
employees.employees.
 ExtranetExtranet
 An internal network that uses InternetAn internal network that uses Internet
technology and allows authorized userstechnology and allows authorized users
inside the organization to communicateinside the organization to communicate
with certain outsiders such as customerswith certain outsiders such as customers
and vendors.and vendors.
 Wireless (WIFI) capabilitiesWireless (WIFI) capabilities

32. © 2007 Prentice Hall, Inc. All rights
reserved. 11–32
How IT Affects OrganizationHow IT Affects Organization
• Removes the constraints of time and distanceRemoves the constraints of time and distance
 Allows widely dispersed employees to work together.Allows widely dispersed employees to work together.
• Provides for the sharing of informationProvides for the sharing of information
 Increases effectiveness and efficiency.Increases effectiveness and efficiency.
• Integrates decision making and workIntegrates decision making and work
 Provides more complete information and participationProvides more complete information and participation
for better decisions.for better decisions.
• Creates problems of constant accessibility toCreates problems of constant accessibility to
employeesemployees
 Blurs the line between work and personal lives.Blurs the line between work and personal lives.

33. © 2007 Prentice Hall, Inc. All rights
reserved. 11–33
Current Communication IssuesCurrent Communication Issues
• Managing Communication in an Internet WorldManaging Communication in an Internet World
 Legal and security issuesLegal and security issues
 Inappropriate use of company e-mail and instant messagingInappropriate use of company e-mail and instant messaging
 Loss of confidential and proprietary information due toLoss of confidential and proprietary information due to
inadvertent or deliberate dissemination or to hackers.inadvertent or deliberate dissemination or to hackers.
 Lack of personal interactionLack of personal interaction
 Being connected is not the same as face-to-face contact.Being connected is not the same as face-to-face contact.
 Difficulties occur in achieving understanding andDifficulties occur in achieving understanding and
collaboration in virtual environements.collaboration in virtual environements.

34. © 2007 Prentice Hall, Inc. All rights
reserved. 11–34
Current Communication IssuesCurrent Communication Issues
• Being connected versus being concernedBeing connected versus being concerned
 Managing Internet gripe sites as a valuable resourceManaging Internet gripe sites as a valuable resource
for unique insights into the organization.for unique insights into the organization.
 Employee complaints (“hot-button” issues)Employee complaints (“hot-button” issues)
 Customer complaintsCustomer complaints
 Responding to Internet gripe sitesResponding to Internet gripe sites
 Recognized them as a valuable source of information.Recognized them as a valuable source of information.
 Post messages that clarify misinformation.Post messages that clarify misinformation.
 Take action to correct problems noted on the site.Take action to correct problems noted on the site.
 Set up an internal gripe site.Set up an internal gripe site.
 Continue to monitor the public gripe site.Continue to monitor the public gripe site.

35. © 2007 Prentice Hall, Inc. All rights
reserved. 11–35
Current Communication Issues (cont’d)Current Communication Issues (cont’d)
• Managing the Organization’s KnowledgeManaging the Organization’s Knowledge
ResourcesResources
 Build online information databases that employeesBuild online information databases that employees
can access.can access.
 Create “communities of practice” for groups of peopleCreate “communities of practice” for groups of people
who share a concern, share expertise, and interactwho share a concern, share expertise, and interact
with each other.with each other.

36. © 2007 Prentice Hall, Inc. All rights
reserved. 11–36
Communication and Customer ServiceCommunication and Customer Service
• Communicating Effectively with CustomersCommunicating Effectively with Customers
 Recognize the three components of the customerRecognize the three components of the customer
service delivery process:service delivery process:
 The customerThe customer
 The service organizationThe service organization
 The service providerThe service provider
 Develop a strong service culture focused on theDevelop a strong service culture focused on the
personalization of service to each customer.personalization of service to each customer.
 Listen and respond to the customer.Listen and respond to the customer.
 Provide access to needed service information.Provide access to needed service information.

37. © 2007 Prentice Hall, Inc. All rights
reserved. 11–37
““Politically Correct” CommunicationPolitically Correct” Communication
• Do not use words or phrases that stereotype,Do not use words or phrases that stereotype,
intimidate, or offend individuals based on theirintimidate, or offend individuals based on their
differences.differences.
• However, choose words carefully to maintain asHowever, choose words carefully to maintain as
much clarity as possible in communications.much clarity as possible in communications.

38. © 2007 Prentice Hall, Inc. All rights
reserved. 11–38
Terms to KnowTerms to Know
• communicationcommunication
• interpersonalinterpersonal
communicationcommunication
• organizationalorganizational
communicationcommunication
• messagemessage
• encodingencoding
• channelchannel
• decodingdecoding
• communication processcommunication process
• noisenoise
• nonverbal communicationnonverbal communication
• body languagebody language
• verbal intonationverbal intonation
• filteringfiltering
• selective perceptionselective perception
• information overloadinformation overload
• jargonjargon
• active listeningactive listening
• formal communicationformal communication
• informal communicationinformal communication
• downward communicationdownward communication
• upward communicationupward communication

39. © 2007 Prentice Hall, Inc. All rights
reserved. 11–39
Terms to Know (cont’d)Terms to Know (cont’d)
• lateral communicationlateral communication
• diagonal communicationdiagonal communication
• communication networkscommunication networks
• grapevinegrapevine
• e-maile-mail
• instant messaging (IM)instant messaging (IM)
• blogblog
• wikiwiki
• voice mailvoice mail
• faxfax
• electronic dataelectronic data
interchange (EDI)interchange (EDI)
• teleconferencingteleconferencing
• videoconferencingvideoconferencing
• web conferencingweb conferencing
• intranetintranet
• extranetextranet
• communities of practicecommunities of practice