Professional Documents
Culture Documents
Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
LEARNING OUTLINE
Follow this Learning Outline as you read and study this chapter.
Understanding Communications
Differentiate between interpersonal and organizational communication. Discuss the functions of communication.
Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
Interpersonal Communication
Explain all the components of the communication process. List the communication methods managers might use.
Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
Organizational Communication
Explain how communication can flow in an organization.
Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
What Is Communication?
Communication
The transfer and understanding of meaning Interpersonal communication
Communication between two or more people
Organizational communication
All the patterns, network, and systems of communications within an organization
Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
Functions of Communication
Control Motivation Emotional Expression Information
Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
Encoding
Sender
Noise
Message
Feedback
Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
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Distortions in Communications
Noise:
any thing that interferes with understanding of meanings
Sender
(skills n abilities- writing, speaking, symbolizing, acting)
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Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
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Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
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Nonverbal Communication
Communication that is transmitted without words Sounds Images Situational behaviours Clothing and physical surroundings Body language: gestures, facial expressions, and other body movements that convey meaning Verbal intonation (paralinguistic): emphasis that a speaker gives to certain words or phrases that conveys meaning
Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
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Language
Interpersonal Communication
Information Overload
Defensiveness
Selective Perception
Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
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Emotions
Disregarding rational and objective thinking processes and substituting emotional judgments when interpreting messages
Information Overload
Being confronted with a quantity of information that exceeds an individuals capacity to process it
Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
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Defensiveness
When threatened, reacting in a way that reduces the ability to achieve mutual understanding
Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
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National Culture
Culture influences the form, formality, openness, patterns, and use of information in communications
Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
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Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
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Paraphrase
Active Listening
Ask questions
Source: Based on P.L. Hunsaker, Training in Management Skills (Upper Saddle River, NJ: Prentice Hall, 2001).
Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
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Informal Communication
Communication that is not defined by the organizations hierarchy
Permits employees to satisfy their need for social interaction Can improve an organizations performance by creating faster and more effective channels of communication
Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
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Upward
Communications that flow from employees up to managers to keep them aware of employee needs and how things can be improved to create a climate of trust and respect
Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
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Diagonal Communication
Communication that cuts across both work areas and organizational levels in the interest of efficiency and speed
Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
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Chain Network
Communication flows according to the formal chain of command, both upward and downward
Wheel Network
All communication flows in and out through the group leader (hub) to others in the group
All-Channel Network
Communication flows freely among all members of the work team
Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
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Exhibit 10.4 Three Common Organizational Communication Networks and How They Rate on Effectiveness Criteria
Chain Wheel All-Channel
Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
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The Grapevine
An informal organizational communication network that is active in almost every organization
Provides a channel for issues not suitable for formal communication channels The impact of information passed along the grapevine can be countered by open and honest communication with employees
Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
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Information Technology
Benefits of Information Technology (IT)
Increased ability to monitor individual and team performance Better decision making based on more complete information More collaboration and sharing of information Greater accessibility to co-workers
Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
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Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
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Extranet
An internal network that uses Internet technology and allows authorized users inside the organization to communicate with certain outsiders, such as customers and vendors
Wireless capabilities
Wireless communication depends on signals sent through air or space without any physical connection, using things such as microwave signals, satellites, radio waves and radio antennas, or infrared light rays.
Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
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Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
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Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
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Develop a strong service culture focused on the personalization of service to each customer:
Listen and respond to the customer Provide access to needed service information
Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
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Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Eighth Canadian Edition. Copyright 2005 Pearson Education Canada Inc.
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