Transcript Chapter 17 - Cchristopherlee.com

Chapter 17
Managing Communication
Communication is the
Manager’s Job
• Today’s complex business environment depends
on effective communication
• Managers spend 80% of their day
communicating:
– 48 minutes of every hour is spent:
•
•
•
•
In meetings
On the telephone
Communicating online
Talking informally
• Communication permeates every management
function
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What is Communication?
Communication is the process by which
information is exchanged and understood
by two or more people,
usually with the intent to motivate or
influence behavior
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The Manager as Communication Champion
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17.2 The Communication
Process
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Communicating Among People
• Communication can break down if the sender
and receiver do not encode or decode in the
same way
• Cultural differences can add to the
communication challenge
• Some cultures are high-context while others are
low-context
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Communication Channels
• Managers must choose appropriate channel to
convey messages
– Routine versus nonroutine messages
• Each communication channel has advantages
and disadvantages
• Channel richness – the amount of information
that can be communicated in an episode
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17.3 A Continuum of Channel
Richness
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Communicating to Persuade and
Influence Others
• The ability to persuade and influence is critical
• Issuing directives is no longer an effective way to
get things done
• To persuade and influence, managers must
communicate frequently and easily
• Communication apprehension is the avoidance
of communication due to fear/anxiety
• Communication means sharing to be effective
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Gender Differences in
Communication
• Managers must be aware of factors that
influence communication
• For most women, talking means conversation
• Women connect, involve, and participate
through communication
• Men use verbal language to exhibit knowledge
and skill
• Women’s style may be more appropriate for
leading and inspiring
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Nonverbal Communication
• Message sent through human actions and
behavior
 Body language
 Facial expressions
 Gestures
 Touch
 Use of space
• Can express enthusiasm, warmth, confidence,
arrogance, indifference, and displeasure
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Listening
The skill of grasping both facts and feelings to
interpret a message’s meaning
Listening to employees and customers is
important
Information in organizations flows from the
bottom up
• Managers today know the importance of feedback
Blogs are being used to stay in touch with
employees and customers
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Ten Keys to Effective Listening
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Organizational Communication
• Managers are responsible for establishing and
maintaining formal communication
• Formal communication channels flow within the
chain of command
• Communication in organizations:
 Downward
 Upward
 Horizontal
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Communication in Organizations
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Team Communication Channels
• Form of horizontal communication
• Teams must choose the method of
communicating
• Centralized team communication must
communicate through one individual
• Individuals communicate freely in a
decentralized network
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17.6 Team Communication
Networks
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Personal Communication
Channels
• Personal communication may exist with formal
channels
• Personal communication network is personal
networking across organizational boundaries
• The grapevine “gossip” can be a valuable tool for
managers; it links people across the organization
• Written communication is a key skill with the
growth of email and collaboration
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Networking Tips
 Build it before you need it
 Never eat lunch alone
 Make it win-win
 Focus on diversity
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Tips for Improving Writing Skills
 Respect the reader
 Know your point and get to it
 Write clearly rather than
impressively
 Get a second opinion
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Crisis Communication
• Communication is crucial during times of crisis
• Management skills for dealing with crisis:




Stay calm, listen hard
Be visible
Get the awful truth out
Communicate a vision for the future
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Communication Technology
• 21% growth in new email customers
• Twitter and Facebook use jumped 31%
• Increased desire for instant access and
information sharing
• Companies are using new technology to
connect with employees and customers
• Podcasts, blogs, and wikis are other
effective collaboration tools
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Climate of Trust and Openness
• Open communication and dialogue
encourage honesty
• Enhanced interpersonal skills can also
foster openness, honesty, and trust
• Using multiple channels increases
effectiveness of communication
• Organizational structure should fit
communication needs
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