Interpersonal &OrganizationalCommunicationMastering the .docx
- 1. Interpersonal & Organizational Communication Mastering the Exchange of Information Chapter 15 © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Major Questions You Should Be Able to Answer 15.1 What do I need to know about the communication process to be an effective communicator? 15.2 How can I use the different channels and patterns of communication to my advantage? 15.3 What are the important barriers I need to be aware of, so I can improve my communication skills? © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-2 Major Questions You Should Be Able to Answer 15.4 How do contemporary managers use information technology to communicate more effectively?
- 2. 15.5 How can I be a better listener, reader, writer, and speaker? © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-3 Communication Defined: The Transfer of Information & Understanding Communication the transfer of information and understanding from one person to another 81% of a manager’s time in a typical workday is spent communicating © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-4 How the Communication Process Works Sender person wanting to share information-called a message Receiver person for whom the message is intended © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied,
- 3. scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-5 How the Communication Process Works Encoding translating a message into understandable symbols or language Decoding interpreting and trying to make sense of the message © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-6 How the Communication Process Works Medium the pathway by which a message travels Feedback the receiver expresses his reaction to the sender’s message Noise any disturbance that interferes with the transmission of a message © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-7
- 4. Question Rachel and Alexa are talking on their cell phones. After Rachel reads her a phone number, Alexa repeats the number back to Rachel. This is an example of: Feedback Encoding Decoding Medium selection © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-8 The correct answer is “A” - feedback Multimedia Lecture Support Package to Accompany Basic Marketing Lecture Script 6-8 The Communication Process © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-9 Figure 15.1
- 5. Selecting the Right Medium Medium richness indicates how well a particular medium conveys information and promotes learning Rich medium best for nonroutine situations and to avoid oversimplification Lean medium best for routine situations and to avoid overloading © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-10 Formal Communication Channels Formal communication channels follow the chain of command and are recognized as official vertical, horizontal, external © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-11 vertical —meaning upward and downward, horizontal — meaning laterally (sideways), and external —meaning outside the organization 11
- 6. Question Jeremy shares information with his fellow task-force members about their project. Jeremy is communicating: Externally Downward Upward Horizontally © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-12 The correct answer is “D Multimedia Lecture Support Package to Accompany Basic Marketing Lecture Script 6-12 Types of Downward & Upward Communication © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-13 Table 15.1 Informal Communication Channels Informal communication channels
- 7. develop outside the formal structure and do not follow the chain of command © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-14 Informal Communication Channels Grapevine unofficial communication system of the informal organization Management by wandering around term used to describe a manager’s literally wandering around his organization and talking with people across all lines of authority © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-15 Barriers to Communication Physical barriers: sound, time, space, & so on Semantic barriers: when words matter Personal barriers: individual attributes that hinder communication © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-16
- 8. Some Barriers the Happen Within the Communication Process © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-17 Table 15.2 Question Greg was thinking about how he just did on his Economics test when his Management professor talked about tomorrow's Management quiz. This is an example of a(n) _____ barrier. Encoding Decoding Medium Receiver © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-18 The correct answer is “D” – receiver. Multimedia Lecture Support Package to Accompany Basic Marketing Lecture Script 6-18
- 9. Semantic Barriers Semantics study of the meaning of words Jargon terminology specific to a particular profession or group © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-19 Personal Barriers Variable skills in communicating effectively Variations in how information is processed & interpreted Variations in trustworthiness & credibility Oversized egos © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-20 Personal Barriers Faulty listening skills Tendency to judge others’ messages Inability to listen with understanding Stereotypes and prejudices © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or
- 10. distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-21 Nonverbal Communication Nonverbal communication consists of messages sent outside of the written or spoken word Expressed through interpersonal space, eye contact, facial expressions, body movements & gestures, touch, setting and time © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-22 Toward Better Nonverbal Communication Skills © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-23 Table 15.3 Communication Differences © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or
- 11. distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-24 Table 15.4 Example: Women & Communication There is evidence that women are superior at multitasking and better at relationships, which is important in developing teams Women are also more willing to share information © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-25 Communication in the Information Age Multicommunicating represents the use of technology to participate in several interactions at the same time © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-26 Eight Norms of the Millennial or Internet Generation
- 12. © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-27 Table 15.5 Digital Communication & the New Workplace Videoconferencing uses video and audio links along with computers to enable people in different locations to see, hear, and talk with each other Telepresence technology high-definition videoconference systems that simulate face-to- face meetings between users © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-28 Digital Communication & the New Workplace Benefits of Telecommuting Reduces capital costs Increases flexibility and autonomy for workers Provides a competitive advantage when recruiting Increases job satisfaction Increases productivity Ability to tap into nontraditional workers
- 13. © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-29 Downside of the Digital Age Security a system of safeguards for protecting information technology against disasters, system failures, and unauthorized access that result in damage or loss Identity theft thieves hijack your name and identity and use your good credit rating to get cash or buy things © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-30 Protecting Against Security and Privacy Breaches on the Internet © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-31 Table 15.6
- 14. Disadvantages of E-Mail Has been a decrease in all other forms of communication among co-workers—including greetings and informal conversations Emotions often are poorly communicated or miscommunicated via e-mail messages The greater the use of e-mail, the less connected co-workers reportedly feel. © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-32 Tips for Better E-Mail Handling © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-33 Table 15.7 Smartphones: Use & Abuse Cell phones are now mostly smartphones As smartphones develop more features and make available more applications, their importance will only increase © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
- 15. 15-34 Social Media: Pros & Cons Social media Internet-based and mobile technologies used to generate interactive dialogue with members of a network © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-35 Social Media: Pros & Cons Crowdsourcing the practice of obtaining needed services, ideas, or content by soliciting contributions from a large group of people and especially from the online community, such as Facebook and Twitter users © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-36 The Downside of Social Media © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or
- 16. distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-37 Distraction Leaving wrong impression Replacing real conversation Using Facebook in Your Personal Life © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-38 Table 15.9 What ’s Your Listening Style — or Styles?
- 17. Appreciative style listening to be amused Empathic style tuning into the speaker’s emotions Comprehensive style focusing on the speaker’s logic © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-39 What ’s Your Listening Style — or Styles? Discerning style focusing on the main message Evaluative style challenging the speaker © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-40 Tips for Effective Listening © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
- 18. 15-41 Table 15.10 Being an Effective Reader Realize that speed reading doesn’t work Do top-down reading – SQ3R © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-42 SQ3R (Survey, Question, Read, Recite, Review) method 42 Five Steps to Better Reading © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-43 Table 15.11 Being an Effective Writer Don’t show your ignorance Understand your strategy before you write Start with your purpose Write simply, concisely, and directly
- 19. Telegraph your writing with a powerful layout © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-44 Being an Effective Speaker Tell them what you’re going to say Say it Tell them what you said © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15-45