© 2004 The McGraw-Hill Companies, Inc. All rights reserved.McGraw-Hill 15 Chapter Managing Communication Managing Communication McGraw-Hill © 2004 The McGraw-Hill Companies, Inc. All rights reserved. Learning Objectives After reading this chapter, you should be able to: z Understand the process of communication. z Eliminate barriers that distort the meaning of information. z Analyze the basic patterns of organizational communication. z Develop the skills of organizing and running effective meetings. z Master electronic forms of communication such as e-mail and know when to use them. z Work with an organization’s informal communication. z Improve assertive communication, presentation, nonverbal, and listening skills. McGraw-Hill © 2004 The McGraw-Hill Companies, Inc. All rights reserved. The Process of Communication z Communication is a process that involves the transmission of meaningful information from one party to another through the use of shared symbols. z Communication is successful when meaning is understood. McGraw-Hill © 2004 The McGraw-Hill Companies, Inc. All rights reserved. The Process of Communication (continued) z Two forms of information are sent and received in communication: ¾ Facts – bits of information that can be objectively measured or described. ¾ Feelings – an individual’s emotional responses to decisions made or actions taken by other people. McGraw-Hill © 2004 The McGraw-Hill Companies, Inc. All rights reserved. Skills for Managing Communication Assertive C om m unication Skills Presentation Skills N onverbal C om m unication Skills Listening Skills McGraw-Hill © 2004 The McGraw-Hill Companies, Inc. All rights reserved. The Communication Process Noise C om m unication C hannel Sender (encodes m essage) R eceiver (decodes m essage) Noise Feedback Feedback McGraw-Hill © 2004 The McGraw-Hill Companies, Inc. All rights reserved. The Communication Process: Feedback z Feedback allows the sender to clarify the message if its true meaning is not received. ¾ Two-way Communications – communication channels that provide for feedback. ¾ One-way Communications – communication channels that provide no opportunity for feedback. McGraw-Hill © 2004 The McGraw-Hill Companies, Inc. All rights reserved. The Communication Process: Barriers to Effective Communication z Barriers can disrupt the accurate transmission of information. z These barriers take different forms: ¾ Sender barrier ¾ Encoding barrier ¾ Communication channel barrier ¾ Decoding barrier ¾ Receiver barrier ¾ Feedback barrier ¾ Noise barrier ¾ Perception barrier McGraw-Hill © 2004 The McGraw-Hill Companies, Inc. All rights reserved. Patterns of Organizational Communications z Communications in organizations can be complex. z Possible barriers to communication includes: ¾ Differences in employee status and power ¾ Diversity ¾ Differences in interests McGraw-Hill © 2004 The McGraw-Hill Companies, Inc. All rights reserved. [...]... an invaluable skill for managers McGraw-Hill © 2004 The McGraw-Hill Companies, Inc All rights reserved Guidelines for Active Listening Do create a supportive atmosphere Do listen for feelings as well as words Do note cues Do occasionally test for understanding Do demonstrate acceptance and understanding Do ask exploratory, open-ended exploratory, open-ended questions McGraw-Hill Don’t try to change... (fliers, bulletins, generalized reports) Best for routine, clear, simple messages © 2004 The McGraw-Hill Companies, Inc All rights reserved Managing Organizational Communications Face-to-Face Communication Written Communication McGraw-Hill Electronic Communication Informal Communication © 2004 The McGraw-Hill Companies, Inc All rights reserved Steps you can take to make meetings more productive Ask... feedback about negative behaviors McGraw-Hill © 2004 The McGraw-Hill Companies, Inc All rights reserved Communication Channels Ranked by Information Richness Richest Channel Physical presence (faceto-face, meetings) Best for nonroutine, ambiguous, difficult messages McGraw-Hill Leanest Channel Interactive channels (telephone, electronic media, voice mail, e-mail) Personal static channels (memos, letters,... skills Restate key ideas McGraw-Hill © 2004 The McGraw-Hill Companies, Inc All rights reserved Nonverbal Communication Skills Nonverbal communication is sending and decoding messages with emotional content Dimensions of nonverbal communication: Body movements and gestures Eye contact Touch Facial expressions Physical distance Tone of voice McGraw-Hill © 2004 The McGraw-Hill Companies, Inc All rights... able to control McGraw-Hill © 2004 The McGraw-Hill Companies, Inc All rights reserved Applications of Management Perspectives—For Managing Teams If you are part of a virtual team it is important to schedule periodic face-to-face meetings in order to build team spirit and trust Without trust, there can be misunderstandings and teams are likely to be short-lived Make sure individual team members and... McGraw-Hill Companies, Inc All rights reserved Applications of Management Perspectives—For the Manager Use your listening skills when dealing with an employee who has an issue that is emotional in nature Try to understand the issue from the employee’s perspective If it is necessary to give negative feedback, make sure that the behavior being criticized is one the employee is able to control McGraw-Hill... others know directly what he or she wants or needs Aggressive communication – a forceful approach that expresses dominance or anger Passive-aggressive communication – avoids giving direct responses but rather tries to “get even” with others McGraw-Hill © 2004 The McGraw-Hill Companies, Inc All rights reserved Presentation Skills Basic guidelines Prepare objectives Organize the presentation Structure the... managed so that negative rumors do not hurt morale Management by Wandering Around (MBWA) – dropping in unannounced for spontaneous conversations builds levels of trust stops harmful rumors McGraw-Hill © 2004 The McGraw-Hill Companies, Inc All rights reserved Assertive Communication Skills Assertive communication skills—communicate in ways that meet one’s own needs while at the same time respecting the needs...Patterns of Organizational Communications Downward Communication Upward Communication Horizontal Communication McGraw-Hill © 2004 The McGraw-Hill Companies, Inc All rights reserved Constructive Feedback Focus your feedback on specific behaviors that were successful or that were unsuccessful Keep personality traits out of your... ahead of time Establish rules for participation Follow the agenda’s time limits for each topic Leave some open time for topics not on the agenda End the meeting with a plan of action McGraw-Hill © 2004 The McGraw-Hill Companies, Inc All rights reserved Informal Communication Also called the grapevine – informal communication that takes place at the workplace can be about promotions and other personnel . McGraw-Hill Companies, Inc. All rights reserved.McGraw-Hill 15 Chapter Managing Communication Managing Communication McGraw-Hill © 2004 The McGraw-Hill. Communications Face-to-Face Communication Written Communication Electronic Communication Informal Communication McGraw-Hill © 2004 The McGraw-Hill Companies,