2ac94f69_chpt15.ppt
TRANSCRIPT
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Communication
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Importance of Good Communication
Good Communication allows a firm to Learnnew skills and technologies.
Become more responsiveto customers. Improve Qualityof their product or service. Foster innovation
Effective communication is needed by allManagers
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The Communication rocess
Communication consists of two phases!
". "ransmission #$ase% information is shared #y $ or
more people.
$ &eedbac' #$ase% a common understanding is assured.
%tarts with the %enderwho wants to share information.
%ender must decide on a message to share
%ender also puts the message into sym#ols or language&a process called encoding.
'oise! anything harming the communication process.
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The Communication rocess
MessageMessage EncodingEncoding MediumMedium )ecoding)ecoding
)ecoding)ecoding MediumMedium EncodingEncoding MessageMessage
*eceiver*eceiver
+now sender,+now sender,enderender
"ransmission .$ase
&eedbac' .$ase
0IE
0IE
Figure 15.1
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The Communication rocess
(essages are transmitted over a mediumto a receiver.
Medium%pathway the message is transmitted on
)phone& letter*.
*eceiver%person getting the message.
+eceiver ne,t decodesthe message.
)ecodingallows the receiver to understand the message.
This is a critical point& can lead to mis-understanding. Feed#ackis started #y receiver and states that the
message is understood or that it must #e re-sent.
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Communication Issues
Encodingof messages can #e done ver#ally or non-ver#ally
erbal% spoken or written communication.
onverbal% facial gestures& #ody language& dress.
%ender and receiver communicate #ased on their#erce#tion.
%u#ective perception can lead to #iases and stereotypes
that hurt communication.
/ffective (anagers avoid communicating #ased on a
pre-set #elief.
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0angers of Ineffective Communication
(anagers spend most of their time communicating so#oth they and the su#ordinates must #e effectivecommunicators. To #e effective!
%elect an a##ro#riate mediumfor each message. There is no one 1#est2 medium.
Consider information ric$ness! the amount of
information a medium can carry.
(edium with high richness can carry much information toaid understanding.
Is there a need for a #a#er/electronic trailto provide
documentation3
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Information +ichness and (edia Type
&ace-to-face&ace-to-face
communicationcommunication
&ace-to-face&ace-to-face
communicationcommunication
erbal communicationerbal communication
electronicallyelectronically
transmittedtransmitted
erbal communicationerbal communication
electronicallyelectronically
transmittedtransmitted
erbal communicationerbal communication
electronicallyelectronicallytransmittedtransmitted
erbal communicationerbal communication
electronicallyelectronicallytransmittedtransmitted
Im#ersonal writtenIm#ersonal written
commun-commun-
icationication
Hig$
*ic$ness
ow
*ic$ness
Figure 15.2
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Communication (edia&ace-to-&ace! highest information richness.Can take advantage of ver#al and nonver#al signals.
rovides for instant feed#ack.
(anagement #y wandering around takes advantage of this with
informal talks to workers.
ideo Conferences!provide much of this richness.
+educe travel costs and meeting times.
erbal Communication electronically transmitted! has ne,t
highest richness.hone conversations& #ut no visual nonver#al cues.
0o have tone of voice& sender4s emphasis and 5uick feed#ack.
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Communication (edia.ersonally 8ddressed 9ritten Communication%lower richness
than the ver#al forms& #ut still is directed at a given person.
ersonal addressing helps ensure receiver reads it.
Letters and e-mail are common forms.
Cannot provide instant feed#ack to sender #ut can get feed#acklater.
/,cellent for comple, messages needing follow-up.
Im#ersonal 9ritten Communication%lowest richness.
Good for messages to many receivers. Little feed#ack ise,pected.
'ewsletters& reports are e,amples.
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/-(ail Trends
E-mailuse is growing rapidly in large firms& and thereare even special e-mail eti5uette!
6ords in all C8.I"8are seen as 1screaming2 at the
receiver.
.unctuate your messagesfor easy reading and don4t
ram#le on.
ay attention to s#ellingand treat like a written letter.
/-mail has allowed telecommuting& where workers canwork from home and #e in touch with e-mail.
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Communication 'etworks
'etworksshow information flows in an organi7ation.
9$eel etwor'% information flow to and from one
central mem#er.
C$ain etwor'% mem#ers communicate with peoplene,t to them in se5uence.
6heel and Chain networks provide for little interaction.
Circle etwor'% mem#ers communicate with others
close to them in terms of e,pertise& office location& etc.8ll-C$annel etwor'% found in teams& with high levels
of communications #etween each mem#er and all
others.
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Communication 'etworks in Groups 8Teams
9$eel etwor'
Circle etwor'
C$ain etwor'
8ll C$annel etwor'
Figure 15.3
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9rgani7ation Communication 'etworks
0rgani:ation c$artdepicts formal reporting channels.
Communication is informal and flows around issues&
goals& and proects.
ertical Communication%goes up and down thecorporate hierarchy.
Hori:ontal Communication%#etween employees of the
same level.
Informal communications can span levels and departments.Gra#evine% informal network carrying unofficial
information through the firm.
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9rgani7ational Communications 'etworkFigure 15.4
&ormal
Communication
Informal
Communication
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Technological :dvances
Internet! glo#al system of computer networks
(any firms use it to communicate with suppliers.
9orld 9ide 9eb +999,%provides multimediaaccess to the Internet.
Intranets!use the same information concepts as theInternet& #ut keep the network inside the firm.
Grou#ware! software designed to let workers share
information and improve communication.
Best for team oriented support.
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Communication %kills for (anagers as%enders
%end clear and com#letemessages.
Encode messagesin sym#ols the receiver understands.
%elect a medium a##ro#riatefor the message :'0
monitored #y the receiver.
8void filtering)holding #ack information* and
distortion as the message passes through other workers.
Ensure a feedbac'mechanism is included in themessage.
.rovide accurate informationto avoid rumors.
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Communication %kills for (anagers as+eceivers
.ay 8ttentionto what is sent as a message.
;e a good listener% don4t interrupt.
:sk 5uestions to clarify your understanding.
;e em#at$etic% try to understand what the sender feels.