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Chapter13ManagingCommunication and Information

Learning Outcomes

• Describe what managers need to know about communicating effectively.

• Explain how technology affects managerial communication.

• Discuss contemporary issues in communication.

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13.1 Define what managers need to know about communicating effectively.

Effective Communication

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Communication:A transfer of understanding and meaning from one person to another.

The Communication Process

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Factors Affecting Encoding

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• Skill• Attitudes• Knowledge• Social cultural system

Communication Channels

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• Formal channels• Informal channels

Decoding and Feedback

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Decoding:Translating a received message.

Feedback: Checking to see how successfully a message has been transferred.

Written vs. Verbal Communication

Drawbacks:•Time consuming•Doesn’t lend itself to feedback like oral communication

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Advantages•Tangible/verifiable•Permanent record•Stored for later reference•Well-thought out

The Grapevine

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Nonverbal Cues

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Communication Barriers

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Overcoming Communication Barriers

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13.2Explain how technology affects managerial communication.

Technology and Communication

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1. Networked computer systems2. Wireless capabilities

Networked Communication

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Networked Communication Applications

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•E-mail•Instant messaging (IM)•Voice-mail•Fax machines

Networked Communication Applications (cont.)

•Electronic Data interchange (EDI)•Teleconference and videoconference meetings•Organizational intranet •Organizational extranet•Internet-based voice/video communication

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Wireless Communication

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People don’t need to be physically at the office to communicate, collaborate, and share information with managers and colleagues.

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13.3Discuss contemporary issues in communication.

Contemporary Issues

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1. Communication management in an Internet world

2. Managing the organization’s knowledge resources

3. Communicating with customers4. Getting employee input5. Communicating ethically

Communication in an Internet World

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1. Legal and security issues2. Lack of personal interaction

Legal and Security Issues

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• Electronic information is potentially admissible in court

• Sensitive, proprietary information at risk

Personal Interaction

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Social media can minimize personal interaction.

Knowledge Management

Cultivating a learning culture in which organizational members systematically gather knowledge and share it with others.

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Customer Service

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Three components in any service delivery process:

• Customer• Service organization• Individual service provider

Strong Service Culture

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Finding out what customer needs are, meeting these needs, and following up to make sure those needs were met satisfactorily.

Employee Input

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Ethical Communication

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Presented material that contains all the relevant information, is true in every sense, and is not deceptive in any way.

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