Marketing Assignment
beegirlie61
9781284087819_SLID_CH11.pptxChapter 11
COMMUNICATION: THE GLUE THAT BINDS US TOGETHER
Objectives (1 of 2)
Provide a working definition of communication.
Address the manager’s role in employee communication.
Review common means of communication in the work setting.
Provide guidelines for the proper use of e-mail.
Examine the components of individual and small-group communication.
Enumerate the essential components of successful interpersonal communication.
Objectives (2 of 2)
Review a number of means of supporting communication.
Provide guidelines for improvement in using written communication.
Present the fundamentals of organized communication, including both formal and informal communication.
Differentiate between formal and informal communication.
Review the commonly encountered barriers to effective communication in the organizational setting.
A Complex Process
Requires skill on both individual and group level
Requires awareness of increasing complexity as the number of people involved is increased
Requires conscious effort to make communication effective
Definitions of Communication
The exchange of ideas, thoughts, or emotions between or among two or more people
The transfer of meaning and the development of mutual understanding
A Manager’s Day-to-Day Communications
Receiving orders, instructions, and direction from above
Delivering orders, instructions, and direction to employees
Coaching, counseling, and disciplining employees
Interviewing and selecting candidates for employment
Relating to managers and employees of other departments
Relating to patients, visitors, clients, customers, etc.
Responding to questions and requests
Face-to-Face Communication
Involved parties hear the words, perceive vocal tones, observe facial expressions and body language, and have the opportunity for immediate feedback and response.
Communication Via Telephone
Involved parties hear the words,perceive vocal tones, and have the opportunity for immediate feedback and response. However, parties lack exposure to facial expressions and body language.
Communication Via Voicemail
Facilitates speed of initial transmission and conveys information without having to connect directly. Recipient can hear the words and perceive vocal tones, but facial expressions and body language are missing. Timing of feedback entirely dependent on the recipient.
Communication Via Letters and Memos
Only the words are available to convey meaning. Feedback and response are generally the slowest of all means. Highly dependent on accuracy in choice of words and phrases. Provides a written record.
Communication Via Email
Only the words are available to convey the meaning. Feedback and response can range from immediate to never. Most highly dependent on accuracy in choice of words and phrases. Can provide a written record if desired.
Considerations for Communication Mode
Time available: how soon is resolution needed
Importance of the issue
The complexity of the issue
The sensitivity of the issue
The need for negotiation or problem solving
The need for documentation (a paper trail)
In Verbal (Oral) Communication
Conscious content: Volitional; speaker is aware of the content, direction, and reasons for the exchange.
Unconscious content: Hidden from the speaker; thoughts, aspirations, desires, anxieties, fears, emotions all influence conscious content.
Communication Distance
Intimate distance 1 to 18 inches
Personal distance 1.5 inches to 4 feet
Social distance 4 to 12 feet
Public distance 12 to 15 feet and beyond
Personal Tools to Foster Communication
Authenticity
Acceptance of feelings
Disclosure of feelings
Empathy
Caring
Humor
Communication Barriers
Facial expressions and body language
Verbalizations that interrupt the flow
External distractions: noise, motion, confusion
The Staff Meeting
Regular, planned, frequent
Start and stop on time
Limited in length
Participative leadership style
Decisions committed to writing
The General Meeting
Specially scheduled
Infrequent
Specific goal (e.g., information sharing, problem solving)
Participants selected on basis of potential contribution
Advance notice to allow for preparation time
Written follow-up
E-mail Considerations
Avoid misuse
Do not send unimportant or personal information
Eliminate “junk” e-mails
Try to deal with the message once and only once
Avoid accumulating e-mails so messages are not overlooked or lost
Use a clear, understandable subject line
Write, edit, rewrite
Remember: e-mail is not private
Memos and Letters
Remember: this is a one-way communication
Focus on clarity in expression
Write for a specific audience
Avoid unneeded words
Use simple, direct language
Say it and stop
Edit and rewrite
Human Barriers to Communication
Language: Use of jargon, technical terms, slang
Unconscious Motives: Thought shaped by emotion
Psychological Factors: Past experiences and ideas shape individual or group perceptions
Culture Clashes: Differences in age, socioeconomic status, region of birth, and education level
Organizational Barriers to Communication
Organization Size: Creates layers, which in turn create distortion
Logistical Factors: Lack of time, space, privacy
Overstimulation: Members bombarded with so many events that they become unable to process any more information
Organizational Structure: Communication channels too formally delineated
Phase in Life Cycle: Communication taxed at various developmental stages; need adaptation of structure for each phase
