11–1Copyright © 2006 Thomson Business and Economics. All rights reserved.

Agenda & AnnouncementsAgenda & Announcements

• Agenda–Team Training - Communications–Chapter 11–Communication & Information Technology–Communication Exercise – Skill Builder 1 (page 416)–Team Training - Change Management (Section F)–Chapter 7 – Change Management Portion

• Announcements–Due:

• Reflection Journals on 3/7 (Tuesday) – E-Submit

• Team Papers on 3/9 class start – Hand In or E-Submit

–Essay Portion of Exam Process

PowerPoint Presentation by Charlie CookThe University of West Alabama

Copyright © 2006 Thomson Business and Economics.All rights reserved.

Chapter 11Chapter 11

CommunicatinCommunicating and g and Information Information TechnologyTechnology

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The Communication ProcessThe Communication Process

Exhibit 11–2

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Major Communication BarriersMajor Communication Barriers

Exhibit 11–3

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Message Transmission ChannelsMessage Transmission Channels

Exhibit 11–4

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11–7Copyright © 2006 Thomson Business and Economics. All rights reserved.

Oral CommunicationOral Communication

• Advantages– Easier - Sometimes– Faster - Sometimes– Encourages

feedback– Provides Feedback

on Reception– Shows Genuine

Interest and Caring

• Disadvantages– Leaves no

permanent record– Finding “Right”

Time

11–8Copyright © 2006 Thomson Business and Economics. All rights reserved.

Nonverbal CommunicationNonverbal Communication

• Nonverbal Communication– Includes messages sent without words.– Setting (physical surroundings)– Body language

• Facial expressions

• Vocal quality (how said, not what said)

• Gestures

• Posture

– Disadvantage• Can be misinterpreted by receiver

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Written CommunicationWritten Communication

• Advantages– Provides a

permanent record

• E-Mail– Fast– Multiple Recipients– Understand

Receivers Use– Caution – 3 strikes

and you’re calling

• Disadvantages– Takes longer– Hinders feedback– Easily

Misunderstood

11–10Copyright © 2006 Thomson Business and Economics. All rights reserved.

The Message-Sending ProcessThe Message-Sending Process

1. Develop rapport.1. Develop rapport.

2. State your communication objective.

2. State your communication objective.

3. Transmit your message.3. Transmit your message.

4. Check the receiver’s understanding.

4. Check the receiver’s understanding.

5. Get a commitment and follow up.

5. Get a commitment and follow up.

Exhibit 11–5

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Checking Understanding: FeedbackChecking Understanding: Feedback

• Feedback– Information that verifies a message.

• Paraphrasing– The process of having the receiver restate the

message in his or her own words.

• Feedback Problems– Receivers feel ignorant.– Receivers are ignorant.– Receivers are reluctant to point out sender’s

ignorance.

A.K.A. “Listen for Understanding”

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Checking Understanding: Feedback (cont’d)Checking Understanding: Feedback (cont’d)

• How to Get Feedback– Be open to feedback

• There are no dumb questions.– Be aware of nonverbal communication

• Make sure your nonverbal communication encourages feedback.

– Ask questions• When you send messages, you should know

whether recipients understand the messages before taking action.

– Paraphrase• The most accurate indicator of understanding is

paraphrasing.

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The Message-Receiving ProcessThe Message-Receiving Process

Exhibit 11–6

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Response StylesResponse Styles

• Advising– Providing evaluation,

personal opinion, direction, or instructions.

• Diverting– Switching the focus of

the communication to a new message.

• Probing– Asking the sender for

more information about some aspect of the message.

• Reassuring– Responding to reduce

the intensity of the emotions associated with the message.

• Reflecting– Paraphrasing the

message to indicate acceptance and understanding.

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Situational Communication ModelSituational Communication Model

Exhibit 11–9

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Dealing With Emotional PeopleDealing With Emotional People

• Dimensions of Emotional Intelligence1. Self-awareness, or understanding your own

emotions2. Self-management, the ability to manage your

own emotions3. Self-motivation, the ability to persist through

failure and setbacks4. Empathy, the ability to understand others’

emotions and to see things from their perspective

5. Social skills that allow one to handle others’ emotions.

11–17Copyright © 2006 Thomson Business and Economics. All rights reserved.

CriticismCriticism

• Giving Criticism– Never publicly criticize your boss OR ANYONE

ELSE.– Don’t criticize your boss behind his back.– DO Provide your boss with feedback

• Getting Criticism– Don’t become defensive or emotional.– Even constructive criticism

can be emotionally painful.

11–18Copyright © 2006 Thomson Business and Economics. All rights reserved.

Information TechnologyInformation Technology

• Data– Unorganized facts and figures

• Information– Data converted into a form that helps people do

their jobs. – Useful information is:

1. Timely—current and available when you need it

2. Relevant—suited to the situation, accurate, complete but concise

3. Understandable—in a form that is easy to comprehend

DRIP - Data Rich, Information Poor

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Information Technology (cont’d)Information Technology (cont’d)

• Information Technology (IT)– Technology used to store, process, and distribute useful

information• The Internet

– A global collection of computer networks linked together to exchange data and information on the World Wide Web (WWW)

• Business Portal– A specific company’s gateway

to Internet-based information• Databases

– Collected information that is accessible to employees through company intranets, company Web sites, and the World Wide Web.

• Wireless Communication– Hand-held devices allow people to get information when and

where they need it.

11–20Copyright © 2006 Thomson Business and Economics. All rights reserved.

Information NetworksInformation Networks

• Transactional Systems (Customer Service, Accounting, etc)• Management Information Systems (Metrics and Ad Hoc)• Executive Information Systems (a.k.a. “DashBoards”)• Decision Support Systems (Considerers Alternatives and Criterias)• Information Transactions:

– P2P: peer to peer, intranets connecting employees– B2C:business to customer through CRM—customer relationship

management– B2B: business to supplier through EDI—electronic data exchange

Exhibit 11–8