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Learning ObjectivesLearning Objectives

LO 1 Discuss important advantages of two-waycommunication

LO 2 Identify communication problems to avoid escr e w en an ow o use e var ous

communication channels

LO 4 Summarize ways to become a bettersender and receiver of information

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Learning Objectives (cont.)Learning Objectives (cont.)

LO 5 Explain how to improve downward,upward, and horizontal communication

LO 6 Summarize how to work with the company

LO 7 Describe the boundary less organizationand its advantages

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Interpersonal CommunicationInterpersonal Communication

Communication

The transmission of information and meaning

from one party to another through the use of

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The sender initiates the process by conveying

information to the receiver the person for whom

the message is intended.

communicate and encodes the meaning into

symbols (the words chosen for the message).

Then the sender transmits, or sends, the messagethrough some channel, such as a verbal or written

medium.

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The receiver decodes the message (e.g., reads

it) and attempts to interpret the senders

meaning. The receiver may provide feedback to the

sender by encoding a message in response to

the senders message.

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Noise

interference in the

system

blocks perfect

Examples of Noise

ringing telephones

thoughts about other

things

understanding.

simple fatigue or stress.

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OneOne--Way versus TwoWay versus Two--Way CommunicationWay Communication

One-way communication

A process in which information flows in only one

directionfrom the sender to the receiver, with.

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A Model of OneA Model of One--Way CommunicationWay Communication

15-9Figure 15.1


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OneOne--Way versus TwoWay versus Two--Way CommunicationWay Communication

Two-way communication

A process in which information flows in two

directionsthe receiver provides feedback, and.

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QuestionQuestion

___________ is the process of withholding,

ignoring, or distorting information

A. Perception

B. Filtering

C. Acuity

D. Discernment

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Communication PitfallsCommunication Pitfalls

Perception

The process of

receiving and

interpreting

Filtering

The process of

withholding, ignoring,

or distorting

information

information

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What Do I Do if They DontWhat Do I Do if They Dont

Speak My Language?Speak My Language?

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Table 15.1


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What Do I Do if They DontWhat Do I Do if They Dont

Speak My Language?Speak My Language?

15-14Table 15.1


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Oral and Written ChannelsOral and Written Channels

Oral communication

includes face-to-face

discussion, telephone

conversations, and

Written

communication

includes e-mail,

memos, letters,

formal presentations

and speeches

reports, computer

files, and other written

documents

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Oral CommunicationOral Communication

Advantages

Questions can be asked

and answered

Disadvantages

It can lead to

spontaneous, ill-

considered statements

and direct

More persuasive

(and regret)

There is no permanent

record of it

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Written CommunicationWritten Communication

Advantages

Message can be revised

several times

Permanent record that

Disadvantages

Sender has no control

over where, when, or if

the message is read

can be saved

Message stays the same

even if relayed through

many people

Receiver has more time

to analyze the message

Sender does not receive

immediate feedback

Receiver may not

understand parts of the

message

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Information OverloadInformation Overload

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Electronic MediaElectronic Media

Web 2.0

A set of Internet-based applications that

encourage user-provided content and

social networking, podcasts, RSS, and wikis

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Advantages of Electronic CommunicationAdvantages of Electronic Communication

1. The sharing ofmore information

2. The speed and efficiency in delivering routine

messages to large numbers of people acrossvast geographic areas

3. Can reduce time and expenses devoted to

traveling, photocopying, and mailing

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Disadvantages of ElectronicDisadvantages of Electronic

CommunicationCommunication

1. Difficulty of solving complex problems that require

more extended, face-to-face interaction

2. Inability to pick up subtle, nonverbal, or inflectional

conveying

3. Electronic messages sometimes are monitored or

seen inadvertently by those for whom they are notintended

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Virtual OfficeVirtual Office

Virtual office

A mobile office in which people can work

anywhere, as long as they have the tools to .

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Media RichnessMedia Richness

Media richness

The degree to which a

communication

channel conveys

information.

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What CommunicationWhat Communication

Channel Would You Use?Channel Would You Use?

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Table 15.2


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Suggested Media ChoicesSuggested Media Choices

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Adding Power to Your PresentationAdding Power to Your Presentation

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Adding Power to Your PresentationAdding Power to Your Presentation

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Nonverbal SkillsNonverbal Skills

1. Use time appropriately

2. Make your office arrangement conducive to

open communication3. Remember your body language

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ListeningListening

Reflection

Process by which a

person states what he

or she believes theother person is saying

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Ten Keys to Effective ListeningTen Keys to Effective Listening

Find an area of interest

Judge content, not

delivery

Hold our fire

Exercise your mind.

Keep your mind open

Capitalize on thought

s eed

Listen for ideas

Be flexible

Resist distraction

Work at listening

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Organizational CommunicationOrganizational Communication

Downward communication

Information that flows from higher to lower levels

in the organizations hierarchy

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Information Loss inInformation Loss in

Downward CommunicationDownward Communication

15-32Figure 15.2


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Coaching

Dialogue with a goal of helping another be more

effective and achieve his or her full potential on

.

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Open-book management

Practice of sharing with employees at all levels of

the organization vital information previously

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Upward

communication

Information that flows

from lower to higherlevels in the

organizations

hierarchy.

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QuestionQuestion

What is the social network of informal

communications?

A. Second Life

B. Facebook

C. Grapevine

D. Scuttlebutt

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Informal CommunicationInformal Communication

Grapevine

the social network of

informal communications.

provides people with

information

helps them solve

problems

teaches them how to dotheir work successfully

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Horizontal communication

Information shared among people on the same

hierarchical level

a ows s ar ng o n ormat on, coor nat on, an

problem solving among units

helps solve conflicts

provides social and emotional support to people.

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Destination CEO: Bank of AmericaDestination CEO: Bank of America

What

communication

pitfalls might exist at

What communication

issues will Bank of

America deal with as

they expand

internationally?

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