robbins9 ppt11

ninth editionninth edition

STEPHEN P. ROBBINSSTEPHEN P. ROBBINS

© 2007 Prentice Hall, Inc. © 2007 Prentice Hall, Inc. All rights reserved.All rights reserved.

PowerPoint Presentation by Charlie CookPowerPoint Presentation by Charlie CookThe University of West AlabamaThe University of West Alabama

MARY COULTERMARY COULTER

Communication Communication and Information and Information TechnologyTechnology

ChapterChapter

1111

© 2007 Prentice Hall, Inc. All rights reserved. 11–2

L E A R N I N G O U T L I N E L 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 organizational Differentiate 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 takes Describe nonverbal communication and how it takes place.place.

• Explain the barriers to effective interpersonal Explain the barriers to effective interpersonal communication and how to overcome them.communication and how to overcome them.


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 managerial Describe 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, web mail, fax, EDI, teleconferencing, videoconferencing, web conferencing, intranet, and extranet.conferencing, intranet, and extranet.

• Explain how information technology affects organizations.Explain how information technology affects organizations.


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 an Discuss 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 an Explain why communicating with customers is an important managerial issue.important managerial issue.

• Explain how political correctness is affecting Explain how political correctness is affecting communication.communication.


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 can Transfer 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 receiver Understanding 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 communications All the patterns, network, and systems of communications

within an organizationwithin an organization


Four Functions of CommunicationFour Functions of Communication

Functions ofFunctions ofCommunicationCommunication

Functions ofFunctions ofCommunicationCommunication

ControlControlControlControl MotivationMotivationMotivationMotivation

EmotionalEmotionalExpressionExpression

EmotionalEmotionalExpressionExpressionInformationInformationInformationInformation


Functions of CommunicationFunctions of Communication

• ControlControl Formal and informal communications act to control Formal and informal communications act to control

individuals’ behaviors in organizations.individuals’ behaviors in organizations.

• MotivationMotivation Communications clarify for employees what is to Communications clarify for employees what is to

done, how well they have done it, and what can be done, how well they have done it, and what can be done to improve performance.done to improve performance.


Functions of Communication (cont’d)Functions of Communication (cont’d)

• Emotional ExpressionEmotional Expression Social interaction in the form of work group Social interaction in the form of work group

communications provides a way for employees to communications provides a way for employees to express themselves.express themselves.

• InformationInformation Individuals and work groups need information to Individuals and work groups need information to

make decisions or to do their work.make decisions or to do their work.


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


Exhibit 11–1Exhibit 11–1 The Interpersonal Communication ProcessThe Interpersonal Communication Process


Distortions in CommunicationsDistortions in Communications

• Message EncodingMessage Encoding The effect of the skills, attitudes, and knowledge of The 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


Distortions in Communications (cont’d)Distortions in Communications (cont’d)

• The ChannelThe Channel The sender’s choice of the appropriate channel or The 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 the The 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 the Communication channel distortions affecting the

return message from receiver to senderreturn message from receiver to sender


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


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


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.


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 warnings with specific meanings or warnings

ImagesImages that control or encourage behaviors that control or encourage behaviors

Situational behaviorsSituational behaviors that convey meanings that convey meanings

Clothing and physical surroundingsClothing and physical surroundings that imply status that imply status

Body language:Body language: gestures, facial expressions, and gestures, facial expressions, and other body movements that convey meaning.other body movements that convey meaning.

Verbal intonation:Verbal intonation: emphasis that a speaker gives to emphasis that a speaker gives to certain words or phrases that conveys meaning.certain words or phrases that conveys meaning.


Interpersonal Communication BarriersInterpersonal Communication Barriers

DefensivenessDefensiveness

NationalNationalCultureCulture EmotionsEmotions

Information Information OverloadOverload

Interpersonal Interpersonal CommunicationCommunication

LanguageLanguage

FilteringFiltering


Barriers to Effective Interpersonal Barriers to Effective Interpersonal CommunicationCommunication

• FilteringFiltering The deliberate manipulation of information to make it The 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 processes Disregarding rational and objective thinking processes

and substituting emotional judgments when and substituting emotional judgments when interpreting messages.interpreting messages.

• Information OverloadInformation Overload Being confronted with a quantity of information that Being confronted with a quantity of information that

exceeds an individual’s capacity to process it.exceeds an individual’s capacity to process it.


Barriers to Effective Interpersonal Barriers to Effective Interpersonal Communication (cont’d)Communication (cont’d)

• DefensivenessDefensiveness When threatened, reacting in a way that reduces the When 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 ways The 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.


Overcoming the Barriers to Effective Overcoming the Barriers to Effective Interpersonal CommunicationsInterpersonal Communications

• Use FeedbackUse Feedback• Simplify LanguageSimplify Language

• Listen ActivelyListen Actively• Constrain EmotionsConstrain Emotions

• Watch Nonverbal CuesWatch Nonverbal Cues


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).


Types of Organizational CommunicationTypes of Organizational Communication

• Formal CommunicationFormal Communication Communication that follows the official chain of Communication that follows the official chain of

command or is part of the communication required to command 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 the Communication 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 creating Can improve an organization’s performance by creating faster and more effective channels of communication.faster and more effective channels of communication.


Communication FlowsCommunication Flows

Lateral Lateral

Diagonal

Diagonal

DDoowwnnwwaarrdd

UUppwwaa

rrdd


Direction of Communication FlowDirection of Communication Flow

• DownwardDownward Communications that flow from managers to Communications that flow from managers to

employees to inform, direct, coordinate, and evaluate employees to inform, direct, coordinate, and evaluate employees.employees.

• UpwardUpward Communications that flow from employees up to Communications that flow from employees up to

managers to keep them aware of employee needs managers to keep them aware of employee needs and how things can be improved to create a climate and how things can be improved to create a climate of trust and respect.of trust and respect.


Direction of Communication Flow Direction of Communication Flow (cont’d)(cont’d)

• Lateral (Horizontal) CommunicationLateral (Horizontal) Communication Communication that takes place among employees Communication that takes place among employees

on the same level in the organization to save time and on the same level in the organization to save time and facilitate coordination.facilitate coordination.

• Diagonal CommunicationDiagonal Communication Communication that cuts across both work areas and Communication that cuts across both work areas and

organizational levels in the interest of efficiency and organizational levels in the interest of efficiency and speed.speed.


Types of Communication NetworksTypes of Communication Networks

• Chain NetworkChain Network Communication flows according to the formal chain of Communication 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 group All 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 of Communications flow freely among all members of

the work team.the work team.


Exhibit 11–4Exhibit 11–4 Three Common Organizational Communication Networks Three Common Organizational Communication Networks and How They Rate on Effectiveness Criteriaand How They Rate on Effectiveness Criteria


The GrapevineThe Grapevine

• An informal organizational communication An informal organizational communication network that is active in almost every network that is active in almost every organization.organization. Provides a channel for issues not suitable for formal Provides a channel for issues not suitable for formal

communication channels.communication channels. The impact of information passed along the grapevine The impact of information passed along the grapevine

can be countered by open and honest communication can be countered by open and honest communication with employees.with employees.


Understanding Information TechnologyUnderstanding Information Technology

• Benefits of Information Technology (IT)Benefits of Information Technology (IT) Increased ability to monitor individual and team Increased ability to monitor individual and team

performanceperformance Better decision making based on more complete Better decision making based on more complete

informationinformation More collaboration and More collaboration and

sharing of informationsharing of information Greater accessibility Greater accessibility

to coworkersto coworkers


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

• Networked Computer Networked Computer SystemsSystems Linking individual Linking individual

computers to create an computers to create an organizational network for organizational network for communication and communication and information sharing.information sharing.

• E-mailE-mail• Instant messaging (IM)Instant messaging (IM)• BlogsBlogs• WikisWikis• Voice-mailVoice-mail• Fax machinesFax machines• Electronic Data Exchange Electronic Data Exchange

(EDI)(EDI)• TeleconferencingTeleconferencing• VideoconferencingVideoconferencing• Web conferencingWeb conferencing


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

• Types of Network SystemsTypes of Network Systems IntranetIntranet

An internal network that uses Internet An internal network that uses Internet technology and is accessible only to technology and is accessible only to employees.employees.

ExtranetExtranet An internal network that uses Internet An internal network that uses Internet

technology and allows authorized users technology and allows authorized users inside the organization to communicate inside the organization to communicate with certain outsiders such as customers with certain outsiders such as customers and vendors.and vendors.

Wireless (WIFI) capabilitiesWireless (WIFI) capabilities


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 participation Provides more complete information and participation

for better decisions.for better decisions.

• Creates problems of constant accessibility to Creates problems of constant accessibility to employeesemployees Blurs the line between work and personal lives.Blurs the line between work and personal lives.


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 to Loss 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 and Difficulties occur in achieving understanding and

collaboration in virtual environements.collaboration in virtual environements.


Current Communication IssuesCurrent Communication Issues

• Being connected versus being concernedBeing connected versus being concerned Managing Internet gripe sites as a valuable resource Managing 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.


Current Communication Issues (cont’d)Current Communication Issues (cont’d)

• Managing the Organization’s Knowledge Managing the Organization’s Knowledge ResourcesResources Build online information databases that employees Build online information databases that employees

can access.can access. Create “communities of practice” for groups of people Create “communities of practice” for groups of people

who share a concern, share expertise, and interact who share a concern, share expertise, and interact with each other.with each other.


Communication and Customer ServiceCommunication and Customer Service

• Communicating Effectively with CustomersCommunicating Effectively with Customers Recognize the three components of the customer Recognize 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 the Develop 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.


““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 their intimidate, or offend individuals based on their differences.differences.

• However, choose words carefully to maintain as However, choose words carefully to maintain as much clarity as possible in communications.much clarity as possible in communications.


Terms to KnowTerms to Know

• communicationcommunication• interpersonal interpersonal

communicationcommunication• organizational organizational

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


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 data electronic data

interchange (EDI)interchange (EDI)

• teleconferencingteleconferencing• videoconferencingvideoconferencing• web conferencingweb conferencing• intranetintranet• extranetextranet• communities of practicecommunities of practice

robbins9 ppt11

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