Professional Documents
Culture Documents
Chapter 15
McGraw-Hill/Irwin
Learning Objectives
LO 1 Discuss important advantages of two-way communication LO 2 Identify communication problems to avoid LO 3 Describe when and how to use the various communication channels LO 4 Summarize ways to become a better sender and receiver of information
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Interpersonal Communication
Communication
The transmission of information and meaning from one party to another through the use of shared symbols
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Interpersonal Communication
The sender initiates the process by conveying information to the receiver the person for whom the message is intended. The sender has a meaning he or she wishes to communicate and encodes the meaning into symbols (the words chosen for the message). Then the sender transmits, or sends, the message through some channel, such as a verbal or written medium.
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Interpersonal Communication
The receiver decodes the message (e.g., reads it) and attempts to interpret the senders meaning. The receiver may provide feedback to the sender by encoding a message in response to the senders message.
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Interpersonal Communication
Noise
interference in the system blocks perfect understanding.
Examples of Noise
ringing telephones thoughts about other things simple fatigue or stress.
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Figure 15.1
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Question
___________ is the process of withholding, ignoring, or distorting information
A. B. C. D. Perception Filtering Acuity Discernment
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Communication Pitfalls
Perception
The process of receiving and interpreting information
Filtering
The process of withholding, ignoring, or distorting information
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Table 15.1
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Table 15.1
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Written communication
includes e-mail, memos, letters, reports, computer files, and other written documents
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Oral Communication
Advantages
Questions can be asked and answered Feedback is immediate and direct More persuasive
Disadvantages
It can lead to spontaneous, illconsidered statements (and regret) There is no permanent record of it
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Written Communication
Advantages
Message can be revised several times Permanent record that can be saved Message stays the same even if relayed through many people Receiver has more time to analyze the message
Disadvantages
Sender has no control over where, when, or if the message is read Sender does not receive immediate feedback Receiver may not understand parts of the message
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Information Overload
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Electronic Media
Web 2.0
A set of Internet-based applications that encourage user-provided content and collaboration social networking, podcasts, RSS, and wikis
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Virtual Office
Virtual office
A mobile office in which people can work anywhere, as long as they have the tools to communicate with customers and colleagues.
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Media Richness
Media richness
The degree to which a communication channel conveys information.
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Table 15.2
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Table 15.3
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Table 15.4
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Table 15.4
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Nonverbal Skills
1. Use time appropriately 2. Make your office arrangement conducive to open communication 3. Remember your body language
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Listening
Reflection
Process by which a person states what he or she believes the other person is saying
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Organizational Communication
Downward communication
Information that flows from higher to lower levels in the organizations hierarchy
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Figure 15.2
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Organizational Communication
Coaching
Dialogue with a goal of helping another be more effective and achieve his or her full potential on the job.
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Organizational Communication
Open-book management
Practice of sharing with employees at all levels of the organization vital information previously meant for managements eyes only
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Organizational Communication
Upward communication
Information that flows from lower to higher levels in the organizations hierarchy.
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Question
What is the social network of informal communications? A. Second Life B. Facebook C. Grapevine D. Scuttlebutt
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Informal Communication
Grapevine
the social network of informal communications. provides people with information helps them solve problems teaches them how to do their work successfully
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Boundarylessness
Boundaryless organization
Organization in which there are no barriers to information flow implies information available as needed moving quickly and easily enough so that the organization functions far better as a whole than as separate parts.
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Organizational Communication
Horizontal communication
Information shared among people on the same hierarchical level allows sharing of information, coordination, and problem solving among units helps solve conflicts provides social and emotional support to people.
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