Communication differences arising from the different languages that individuals use to communicate and the national culture of which they are a part.
Overcoming Communication Barriers
Finding out what customer needs are, meeting these needs, and following up to make sure those needs were met satisfactorily.
Employee Input
Exhibit 12-4 How to Let Employees Know Their Input Matters
Communication in an Internet World
This is BIG ! • Legal and security issues • Lack of personal interaction
Legal and Security Issues
• Electronic information is potentially admissible in court • Sensitive, proprietary information is at risk
Receiving communications on the basis of what one selectively sees and hears depending on his or her needs, motivation, experience, background, and other personal characteristics.
5. Electronic Data interchange (EDI) 6. Teleconference and videoconference meetings 7. Organizational intranet 8. Organizational extranet 9. Internet-based voice/video communication
Use words that the intended audience understands.
Listen for the full meaning of the message without making premature judgment or interpretation—or thinking about what you are going to say in response.
Words have different meanings to different people. Receivers will use their definition of words being communicated.
How males and females react to communication may be different, and they each have a different communication style.
Personal Interaction
Social media can minimize personal interaction.
Knowledge Management
Cultivating a learning culture in which organizational members systematically gather knowledge and share it with others.
• Skill • Attitudes • Knowledge • Social cultural system
Communication Channels
• Formal channels • Informal channels
Decoding and Feedback
Decoding: • translating a received message.
Feedback: • checking to see how successfully a message has been
transferred.
Written vs. Verbal Communication
Advantages • Tangible/verifiable • Permanent record • Stored for later reference • Well-thought out
Drawbacks
• Time consuming
• Doesn’t lend itself to feedback like oral communication
The Grapevine
The Grapevine: Fruitful or Not?
Nonverbal Cues
It’s not WHAT you say but HOW you say it.
Source: Robbins, Stephen P., Coulter, Mary, Management, 12th Ed., © 2016, p. 421. Reprinted and electronically reproduced by permission of Pearson Education, Inc., New York, NY.
Communication Barriers
Exhibit 12-2 Barriers to Effective Communication
Barrier Filtering Selective Perception
Information Overload Emotions
Description
The deliberate manipulation of information to make it appear more favorable to the receiver.
When the amount of information one has to work with exceeds one’s processing capacity.
How the receiver feels when a message is received.
Language Gender National Culture
Learning Objectives 12.3mmunication.
Contemporary Issues
• Communication management in an Internet world • Managing the organization’s knowledge resources • Communicating with customers • Getting employee input • Communicating ethically
Ethical Communication
Presented material that contains all the relevant information, is true in every sense, and is not deceptive in any way.
Fundamentals of Management
Tenth Edition
Chapter 12 Managing Communication and Information
Learning Objectives
12.1 Describe what managers need to know about communicating effectively.
Effective Communication
Communication:
• a transfer of understanding and meaning from one person to another.
Exhibit 12-1 The Communication Process
Factors Affecting Encoding
Wireless Communication
People don’t need to be physically at the office to communicate, collaborate, and share information with managers and colleagues.
Customer Service
Three components in any service delivery process: • Customer • Service organization • Individual service provider
Strong Service Culture
12.2 Explain how technology affects managerial communication.
12.3 Discuss contemporary issues in communication.
Learning Objectives 12.1
• Define what managers need to know about communicating effectively.
Recognize when your emotions are running high. When they are, don’t communicate until you have calmed down.