Communication
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Transcript Communication
Chapter 16
Managing Communication
Effective Management, by Williams
South-Western College Publishing
Copyright © 2002
2
What Would You Do?
Communication at Buckman Laboratories
Why are people in different parts of the
company reluctant to talk with each other?
How can sales be better linked to
technical support?
What are other options to email?
Effective Management, by Williams
South-Western College Publishing
Copyright © 2002
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Learning Objectives
Communication
After discussing this section,
you should be able to:
explain the role that perception plays in
communication and communication problems.
describe the communication process and the
various kinds of communication in organizations.
Effective Management, by Williams
South-Western College Publishing
Copyright © 2002
Perception and Communication
Problems
4
Basic Perception
Process
Perception
Problems
Perceptions
of Others
Self-Perception
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Perception Basics
Perception is the process by which
individuals make sense of their world
Perceptual filters
how people experience stimuli
personality-, psychology-, or experiencebased differences
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Basic Perception Process
Stimulus
Stimulus
Stimulus
Perceptual
Attention
Filter
Perceptual
Organization
Filter
Perceptual
Interpretation
Filter
Perceptual
Retention
Filter
Adapted From Figure 16.1
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Copyright © 2002
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Perception Problems
Selective perception
notice and accept stimuli which are
consistent with our values and beliefs
ignore inconsistent stimuli
Closure
tendency to fill in the gaps when information
is missing
we assume that what we don’t know is
consistent with what we do knowEffective Management, by Williams
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Perceptions of Others
Attribution theory
we have a need to understand others’
behavior
we want to know the causes of others’
behavior
Causes can be internal or external
attributions
the behavior was voluntary or under their
control
the behavior was involuntary and beyond
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their control
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Attribution Bias and Error
Defensive
Bias
Fundamental
Attribution
Error
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Self-Perception
We also evaluate ourselves and our
environment
Self-serving bias
attribute successes to ourselves - internal
attribute failures to the environment external
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Kinds of Communication
The Communication Process
Formal Communication Channels
Informal Communication Channels
Coaching & Counseling
Nonverbal Communication
Effective Management, by Williams
South-Western College Publishing
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The Interpersonal Communication Process
Sender
Message
to be
Conveyed
N
o
i
s
e
N N
oEncode
o
i
i
Message
s
s
e
e
Transmit
Message
Adapted From Figure 16.2
12
Receiver
Message
that was
Understood
N
o
i
s
e
N
o
i
s
e
N
o
i
s
e
N
o
i
s
e
N
o
i
s
e
N
o
i
s
e
N N
o
o
Decode
i
i
Message
s
s
e
e
N
o
i
s
e
Receive
Message
Effective Management, by Williams
South-Western College Publishing
Copyright © 2002
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Noise occurs if:
The sender is unsure what message to
communicate
The message is not clearly encoded
The wrong channel is chosen
The message is improperly decoded
The receiver lacks experience or time
Conduit Metaphor
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Formal Communication Channels
The system of official channels
Downward communication
top down
Upward communication
bottom up
Horizontal
within a level
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Improving Formal Communication
Decrease reliance on downward
communication
Increase chances for upward
communication
Encourage much greater use of
horizontal communication
Be aware of communication problems
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South-Western College Publishing
Copyright © 2002
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Informal Communication Channels
Transmitting messages outside the formal
communication channels
The “grapevine”
Highly accurate
information is timely
senders seek feedback
accuracy can be verified
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Grapevine Communication
Networks
Gossip
Chain
Adopted from Figure 16.3
Cluster
Chain
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Managing the Grapevine
Don’t withhold information from it
Don’t punish those who use it
Feed information to it
Use if as a source of information
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Coaching and Counseling: One-onOne Communication
19
Coaching
communicating with someone for the direct
purpose of improving the person’s
performance
Counseling
communicating with someone about non-job
related issues
issues may be affecting a person’s
performance
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Nonverbal Communication
Any communication that doesn’t involve
words
Kinesics
body and face movements
Paralanguage
the pitch, tone, rate, volume, and speaking
pattern of a person’s voice
Effective Management, by Williams
South-Western College Publishing
Copyright © 2002
Learning Objectives
Improving Communication
21
After discussing this section,
you should be able to:
explain how managers can manage effective oneon-one communication.
describe how managers can manage effective
organization-wide communication.
Effective Management, by Williams
South-Western College Publishing
Copyright © 2002
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Managing One-on-One
Communication
Choosing the Right
Communication Medium
Listening
Giving Feedback
Improving CrossCultural Communication
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Choosing the Right Communication
Medium
23
The method used to deliver a message
Oral communication
from face-to-face to video conferencing
a rich, popular medium
Written communication
from letters to email
good for conveying information
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Listening
Hearing
v.
Listening
Active
Listening
Emphatic
Listening
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Becoming an Active Listener
Clarify responses
ask questions to clear up ambiguities
Paraphrase responses
restating speaker’s comments in your own
words
Summarize responses
review the speaker’s main points
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Becoming an Emphatic Listener
Show your desire to understand
listen first
talk about what’s important to the other
Reflecting feelings
focus on the emotional part of the message
more than just restating words
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Giving Feedback
Destructive
Feedback
Constructive
Feedback
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Making Feedback Effective
Give immediate feedback
don’t delay feedback
discuss performance while the memory is
vivid
Make feedback specific
focus on definite behavior and time-frame
make sure behavior was controllable
Make feedback problem-oriented
Management, by Williams
focus on behavior not personalityEffective
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Improving Cross-Cultural
Communication
29
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Cross-Cultural Temporal Concepts
Appointment time
how punctual you must be
Schedule time
time when projects should be completed
Discussion time
how much time should be spent in
discussions
Acquaintance time
how much small-talk is required
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Managing Organization-Wide
Communication
Improving Transmission:
Getting the Message Out
Improving Reception:
Hearing What Others Feel & Think
Effective Management, by Williams
South-Western College Publishing
Copyright © 2002
Improving Transmission: Getting the
Message Out
e-mail
32
Online discussion forums
Televised/videotaped
Corporate
speeches and
talk shows
conferences
Broadcast
voice mail
Effective Management, by Williams
South-Western College Publishing
Copyright © 2002
Improving Reception: Hearing What
Others Feel & Think
33
Company hotlines
call and leave anonymous comments
Survey feedback
information gathered from questionnaires
Informal meetings with top executives
directly “hear” employees
Effective Management, by Williams
South-Western College Publishing
Copyright © 2002
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What Really Happened?
Communication at Buckman Laboratories
Different departments had different
perceptual filters
Created K’Netix - online discussion group
K’netix allowed quickly allowed questions
to reach the right expert
Effective Management, by Williams
South-Western College Publishing
Copyright © 2002