Transcript The Communication Process - McGraw Hill Higher Education

Chapter Fifteen
Interpersonal & Organizational
Communication
Mastering the Exchange of Information
McGraw-Hill/Irwin
Copyright © 2009 by The McGraw-Hill Companies, All Rights Reserved.
The Communication Process
• 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
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The Communication Process
Figure 15.1
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Barriers to Communication
1. Physical barriers: sound, time, and
space
2. Semantic barriers: when words matter
3. Personal barriers: individual attributes
that hinder communication
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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
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Toward Better Nonverbal
Communication Skills
Table 15.2
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Formal Communication Channels
• Formal communication channels
 follow the chain of command and are
recognized as official
 Vertical, horizontal, external
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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
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Communication Tools of
Information Technology
1.
2.
3.
4.
5.
6.
7.
The Internet, intranet, and extranets
E-mail
Videoconferencing
Group support systems
Telecommuting
Handheld devices
Blogs
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Tips for Better E-mail Handling
• Treat all e-mail as confidential. Pretend every
message is a postcard that can be read by
anyone.
• Be careful with jokes and informality.
• Avoid sloppiness, but avoid criticizing others’
sloppiness.
• When replying, quote only the relevant
portion.
• Not every topic belongs on e-mail.
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Communication Tools of
Information Technology
• 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
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Communication Tools of
Information Technology
Benefits of Telecommuting
1. Reduce capital costs
2. Increase flexibility and autonomy for workers
3. Provide a competitive advantage when
recruiting
4. Increase job satisfaction
5. Increase productivity,
6. Ability to tap into nontraditional workers
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Being an Effective Listener
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•
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Judge content, not delivery
Ask questions, summarize remarks
Listen for ideas
Resist distractions, show interest
Give a fair hearing
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Being an Effective Reader
• Realize that speed reading doesn’t work
• Learn to streamline reading
• Do top-down reading – SQ3R
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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
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