Management Discussion Board

PrinciplesofMgt_7e_ch15.pptx

Home >Business & Finance homework help >Management homework help >Management Discussion Board

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?

15-2

Major Questions You Should Be Able to Answer

15.4 How do contemporary managers use information technology to communicate more effectively?

15.5 How can I be a better listener, reader, writer, and speaker?

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

15-4

How the Communication Process Works

Sender

person wanting to share information-called a message

Receiver

person for whom the message is intended

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

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

15-7

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

15-8

The correct answer is “A” - feedback

Multimedia Lecture Support Package to Accompany Basic Marketing

Lecture Script 6-8

The Communication Process

15-9

Figure 15.1

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

15-10

Formal Communication Channels

Formal communication channels

follow the chain of command and are recognized as official

vertical, horizontal, external

15-11

vertical —meaning upward and downward,

horizontal — meaning laterally (sideways), and

external —meaning outside the organization

Question

Jeremy shares information with his fellow task-force members about their project. Jeremy is communicating:

Externally

Downward

Upward

Horizontally

15-12

The correct answer is “D

Multimedia Lecture Support Package to Accompany Basic Marketing

Lecture Script 6-12

Types of Downward & Upward Communication

15-13

Table 15.1

Informal Communication Channels

Informal communication channels

develop outside the formal structure and do not follow the chain of command

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

15-15

Barriers to Communication

Physical barriers: sound, time, space, & so on

Semantic barriers: when words matter

Personal barriers: individual attributes that hinder communication

15-16

Some Barriers the Happen Within the Communication Process

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

15-18

The correct answer is “D” – receiver.

Multimedia Lecture Support Package to Accompany Basic Marketing

Lecture Script 6-18

Semantic Barriers

Semantics

study of the meaning of words

Jargon

terminology specific to a particular profession or group

15-19

Personal Barriers

Variable skills in communicating effectively

Variations in how information is processed & interpreted

Variations in trustworthiness & credibility

Oversized egos

15-20

Personal Barriers

Faulty listening skills

Tendency to judge others’ messages

Inability to listen with understanding

Stereotypes and prejudices

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

15-22

Toward Better Nonverbal Communication Skills

15-23

Table 15.3

Communication Differences

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

15-25

Communication in the Information Age

Multicommunicating

represents the use of technology to participate in several interactions at the same time

15-26

Eight Norms of the Millennial or Internet Generation

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

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

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

15-30

Protecting Against Security and Privacy Breaches on the Internet

15-31

Table 15.6

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.

15-32

Tips for Better E-Mail Handling

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

15-34

Social Media: Pros & Cons

Social media

Internet-based and mobile technologies used to generate interactive dialogue with members of a network

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

15-36

The Downside of Social Media

15-37

Distraction

Leaving wrong impression

Replacing real conversation

Using Facebook in Your Personal Life

15-38

Table 15.9

What ’s Your Listening Style — or Styles?

Appreciative style

listening to be amused

Empathic style

tuning into the speaker’s emotions

Comprehensive style

focusing on the speaker’s logic

15-39

What ’s Your Listening Style — or Styles?

Discerning style

focusing on the main message

Evaluative style

challenging the speaker

15-40

Tips for Effective Listening

15-41

Table 15.10

Being an Effective Reader

Realize that speed reading doesn’t work

Do top-down reading – SQ3R

15-42

SQ3R (Survey, Question, Read, Recite, Review) method

Five Steps to Better Reading

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

Telegraph your writing with a powerful layout

15-44

Being an Effective Speaker

Tell them what you’re going to say

Say it

Tell them what you said

15-45