Bateman12eChapter15ADAkp.pptx
- 1. 15 - 1 Communicating Chapter Fifteen Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 2. 15 - 2 Quote “The single biggest problem with communication is the illusion that it has taken place.” G.B. Shaw Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 3. 15 - 3 Learning Objectives (1 of 2) LO 1 Discuss important advantages of two-way communication. LO 2 Identify communication problems to avoid. LO 3 Describe when and how to use the various communication channels. LO 4 Summarize ways to become a better sender and receiver of information. Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 4. 15 - 4 Learning Objectives (2 of 2) LO 5 Explain how to improve downward, upward, and horizontal communication. LO 6 Summarize how to work with the company grapevine. LO 7 Describe the boundaryless organization and its advantages. Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 5. 15 - 5 Interpersonal Communication (1 of 4) • Communication – The transmission of information and meaning from one party to another through the use of shared symbols. Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 6. 15 - 6 Interpersonal Communication (2 of 4) The sender initiates the process by conveying information to the receiver—the person for whom the message is intended. The sender has a meaning he or she wishes to communicate and encodes the meaning into symbols (the words chosen for the message). Then the sender transmits, or sends, the message through some channel, such as a verbal or written medium. Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 7. 15 - 7 Interpersonal Communication (3 of 4) The receiver decodes the message and attempts to interpret the sender’s meaning. The receiver may provide feedback to the sender by encoding a message in response to the sender’s message. Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 8. 15 - 8 Interpersonal Communication (4 of 4) • Noise – Interference in the system. – Blocks perfect understanding . • Examples – Ringing telephones. – Thoughts about other things. – Simple fatigue or stress. Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 9. 15 - 9 Exhibit 15.1 One-Way Communication • One-way communication –A process in which information flows in only one direction—from the sender to the receiver, with no feedback loop. Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 10. 15 - 10 Two-Way Communication • A process in which information flows in two directions—the receiver provides feedback, and the sender is receptive to the feedback. Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 11. 15 - 11 Question (1 of 2) ___________ is the process of withholding, ignoring, or distorting information A. Perception B. Filtering C. Acuity D. Discernment Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 12. 15 - 12 Communication Pitfalls Perception – The process of receiving and interpreting information Filtering – The process of withholding, ignoring, or distorting information. Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 13. 15 - 13 Oral and Written Channels Oral communication Includes face-to-face discussion, telephone conversations, and formal presentations and speeches. Written communication – Includes e-mail, memos, letters, reports, computer files, and other written documents. Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 14. 15 - 14 Oral Communication • Advantages – Questions can be asked and answered. – Feedback is immediate and direct. – More persuasive. • Disadvantages – It can lead to spontaneous, ill-considered statements (and regret). – There is no permanent record of it.
- 15. 15 - 15 Written Communication • Advantages – Message can be revised. – Provides for a permanent record. – Message unchanged even if relayed. – Receiver has more time to analyze the message. • Disadvantages – Sender has no control over where, when, or if the message is read. – Sender does not receive immediate feedback. – Receiver may not understand parts of the message. Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
- 16. 15 - 16 Electronic Media • Teleconferencing – Groups of people in different locations interact over telephone lines and perhaps also see one another on monitors as they participate in group discussions (videoconferencing). Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 17. 15 - 17 Advantages of Electronic Communication • The sharing of more information. • The speed and efficiency in delivering routine messages to large numbers of people across vast geographic areas. • Can save companies untold amounts of paper, postage, meetings, travel budgets, conference calls. Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 18. 15 - 18 Disadvantages of Electronic Communication • Difficulty of solving complex problems that require more extended, face-to-face interaction. • Inability to pick up subtle, nonverbal, or inflectional clues about what the communicator is thinking or conveying. • Electronic messages sometimes are seen by those for whom they are not intended. Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 19. 15 - 19 The Virtual Office • A mobile office in which people can work anywhere, as long as they have the tools to communicate with customers and colleague. – There are numerous, minimally short term, benefits associated with virtual offices. – The longer term impact on productivity and morale is still in question. Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 20. 15 - 20 Exhibit 15.2 Media Richness • The degree to which a communication channel conveys information. Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 21. 15 - 21 Adding Power to Your Presentation (1 of 2) 1. Spend adequate time on content. 2. Clearly understand your objective. 3. Tell the audience the purpose of the presentation. 4. Provide meaning, not just data. 5. Practice, practice, practice. Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 22. 15 - 22 Adding Power to Your Presentation (2 of 2) 6. Remember that a presentation is more like a conversation than a speech. 7. Remember eye contact. 8. Allow imperfection. 9. Be prepared for tough questions. 10.Provide a crisp wrap-up to a question-and- answer session. Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 23. 15 - 23 Nonverbal Skills 1. Use time appropriately. 2. Make your office arrangement conducive to open communication. 3. Remember your body language. Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 24. 15 - 24 Listening • Reflection –Process by which a person states what he or she believes the other person is saying. –e.g., “So what you’re saying is…” Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 25. 15 - 25 Ten Keys to Effective Listening • Find an area of interest. • Judge content, not delivery. • Hold your fire. • Listen for ideas. • Be flexible. • Resist distraction. • Exercise your mind. • Keep your mind open. • Capitalize on thought speed. • Work at listening. Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 26. 15 - 26 Observing • A vital source of useful observations comes from personally visiting people, plants, and other locations to get a firsthand view. • You must accurately interpret what you observe. Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 27. 15 - 27 Exhibit 15.5 Organizational Communication • Downward communication – Information that flows from higher to lower levels in the organization’s hierarchy. Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 28. 15 - 28 Organizational Communication (1 of 3) • Coaching – Dialogue with a goal of helping another be more effective and achieve his or her full potential on the job. • Open-book management – Practice of sharing with employees at all levels of the organization vital information previously meant for management’s eyes only. Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 29. 15 - 29 Organizational Communication (2 of 3) Upward communication – Information that flows from lower to higher levels in the organization’s hierarchy. – May be facilitated by techniques such as MBWA. – Management must not hold a grudge if they receive negative information. Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 30. 15 - 30 Organizational Communication (3 of 3) Horizontal communication – Information moving between people on the same hierarchical level. – Allows sharing of information, coordination, and problem solving among units. – Helps solve conflicts. – Provides social and emotional support to people. Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 31. 15 - 31 Social Enterprise Confusion Still Surrounds the “Social Enterprise” Concept • The Twin Cities chapter of the Social Enterprise Alliance and local practitioners worked together to identify a simple definition of social enterprise. • They defined a social enterprise as “any organization that sells products and services in order to achieve its social purpose.” Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 32. 15 - 32 Social Enterprise Questions Confusion Still Surrounds the “Social Enterprise” Concept • Can you identify some organizations that fit both of the criteria of (1) officially having a social purpose and (2) selling products or services? • Assume that Khan Academy wanted to move from being a nonprofit to a social enterprise. What products or services could it sell? Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 33. 15 - 33 Question (2 of 2) What is the social network of informal communications? A. Second Life B. Facebook C. Grapevine D. Scuttlebutt Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 34. 15 - 34 Informal Communication • Grapevine – The social network of informal communications. – Provides people with information. – Helps them solve problems. – Teaches them how to do their work successfully. Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 35. 15 - 35 Managing Informal Communication (1 of 2) • Don’t allow malicious gossip. • Managers should talk to the key people involved to get the facts and their perspectives. • Neutralize rumors once they have started. Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 36. 15 - 36 Managing Informal Communication (2 of 2) • Suggestions for preventing rumors from starting include: – Explaining events that are important but have not been explained. – Dispelling uncertainties by providing facts. – Working to establish open communications and trust over time. Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 37. 15 - 37 Boundarylessness • Boundaryless organization – An organization in which there are no barriers to information flow. – Implies information available as needed moving quickly and easily enough so that the organization functions far better as a whole than as separate parts. Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 38. 15 - 38 Management in Action - Onward Formal and Informal Communication at Yahoo • CEO Marissa Mayer’s initial months at Yahoo showed her to be concerned about formal and informal communication. • To increase informal communication, Mayer ended work-at home arrangements. Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education
- 39. 15 - 39 Management in Action - Questions Formal and Informal Communication at Yahoo • How could Mayer make her downward communication more effective? • How could Yahoo make informal communication among employees more constructive? Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education