Transcript Groupware
Chapter Sixteen
Promoting Effective
Communication
McGraw-Hill/Irwin
Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
Communication and Management
Communication
≈ The sharing of information between two or
more individuals or groups to reach a common
understanding.
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Communication and Management
Importance of Good Communication
≈ Increased efficiency in new technologies and
skills
≈ Improved quality of products and services
≈ Increased responsiveness to customers
≈ More innovation through communication
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The Communication Process
Figure 16.1
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Verbal & Nonverbal Communication
Verbal Communication
≈ The encoding of messages into words, either
written or spoken
Nonverbal
≈ The encoding of messages by means of facial
expressions, body language, and styles of
dress.
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The Role of Perception in
Communication
Perception
≈ process through which people select,
organize, and interpret sensory input to give
meaning and order to the world around them
≈ Influenced by people’s personalities, values,
attitudes and moods as well as their
experience and knowledge
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The Role of Perception in
Communication
Biases
≈ systematic tendencies to use information
about others in ways that can result in
inaccurate perceptions
Stereotypes
≈ simplified and often inaccurate beliefs about
the characteristics of particular groups of
people
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Information Richness and
Communication Media
Managers and their subordinates can
become effective communicators by:
≈ Selecting an appropriate medium for each
message—there is no one “best” medium.
≈ Considering information richness
A medium with high richness can carry much more
information to aid understanding.
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Information Richness of Communication
Media
Figure 16.2
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Discussion Question 1
Which medium to you think would be
appropriate for each of the following kinds of
messages that a subordinate could receive
from his/her boss?
≈ A raise
≈ Not receiving a promotion
≈ An error in a report prepared by the subordinate
≈ Additional job responsibilities
≈ The schedule for company holidays for the
upcoming year
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“its not u … :(“
About 1 in 10 cellphone users 18-34 have texted someone out of their
romantic lives, according to 2007 survey
≈ Doesn’t include emailed kissoffs
Interpersonal relationships today often less personal and more cowardly
than they used to be
See also dontdatehimgirl.com and ihateher.com
Motivational speaker who often appears before singles groups knows what
it’s like to be dumped – he once dated a woman and things didn’t feel right;
he asked her: “Is there someone else?” She replied: “There’s got to be.”
After getting dumped, 72% of people go online to search for other potential
dating partners, according to 2007 survey of Yahoo!Personals users.
One woman dumped via text says: “Every computer and cellular phone
needs a little instruction manual to let people know what can be sent in a
text, what can be sent in an email, what can be said on the phone, and what
must be said in person.”
Source: Wall Street Journal, 2/14/07
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Face-to-Face Communication
Management by [walking] around is
face-to-face technique in which a manager
walks around a work area and talks
informally w/ ees about issues and
concerns.
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Communication Networks
Communication Networks
≈ The pathways along which information flows in
groups and teams and throughout the
organization.
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Communication Networks
Type of communication network
depends on:
≈ The nature of the group’s tasks
≈ The extent to which group members need to
communicate with each other to achieve group
goals.
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Organization Communication Networks
Organization Chart
≈ Summarizes the formal reporting channels in
an organization.
≈ Communication in an organization flows
through formal and informal pathways
≈ Vertical communications flow up and down the
corporate hierarchy.
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Organization Communication Networks
Organization Chart
≈ Horizontal communications flow between
employees of the same level.
≈ Informal communications can span levels and
departments
≈ Grapevine - an informal network carrying
unofficial information throughout the firm.
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Technological Advances in
Communication
Intranets
≈ A company-wide system of computer
networks for information sharing by
employees inside the firm.
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Technological Advances in
Communication
Groupware
≈ Computer software that enables members of
groups and teams to share information with
each other and improve communication
and performance
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Groupware
Employees are likely to resist using
groupware when:
≈ people are working primarily on their own
≈ people are rewarded for their own individual
performances
≈ People are reluctant to share information
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Groupware
Collaboration software
≈ groupware that aims to promote collaborative,
highly interdependent interactions among
members of a team and provide the team with
an electronic meeting site for communication
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Barriers to Effective Communication
Messages that are unclear, incomplete,
difficult to understand
Messages sent over an inappropriate
medium
Messages with no provision for feedback
Messages that are received but ignored
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