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1、Managers and CommunicationsChapterChapter14Management Stephen P. Robbins Mary Coulter tenth edition1Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallLearning OutcomesFollow this Learning Outline as you read and study Follow this Learning Outline as you read and study this chapter.th
2、is chapter.14.1 14.1 The Nature and Function of CommunicationThe Nature and Function of Communication Define communication, interpersonal communication and Define communication, interpersonal communication and organizational communicationorganizational communication Discuss the functions of communic
3、ation.Discuss the functions of communication.14.2 Methods of14.2 Methods of Interpersonal Communication Interpersonal Communication Describe the components of the communication process.Describe the components of the communication process. Discuss the criteria that managers can use to evaluateDiscuss
4、 the criteria that managers can use to evaluate the various communication methods. the various communication methods. List the communication methods managers might use.List the communication methods managers might use.2Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallLearning Outcom
5、es14.3 14.3 Effective Interpersonal CommunicationEffective Interpersonal Communication Explain the barriers to effective interpersonal Explain the barriers to effective interpersonal Discuss ways to overcome the barriers to effective Discuss ways to overcome the barriers to effective interpersonal c
6、ommunication. interpersonal communication.14.4 14.4 Organizational CommunicationOrganizational Communication Contrast formal and informal communication. Contrast formal and informal communication. Explain communication flow in an organization. Explain communication flow in an organization. Describe
7、the three common communication networks. Describe the three common communication networks. Discuss how managers should handle the grapevine. Discuss how managers should handle the grapevine.3Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallLearning Outcomes14.5 Information Technolog
8、y and Communication14.5 Information Technology and Communication Describe how technology affects managerial communication.Describe how technology affects managerial communication. Explain how information technology affects organizations.Explain how information technology affects organizations.14.6 1
9、4.6 Communication Issues In Todays OrganizationCommunication Issues In Todays Organization Discuss the challenges of managing communication in an Discuss the challenges of managing communication in an Internet world.Internet world. Explain how organizations can manage knowledge.Explain how organizat
10、ions can manage knowledge. Explain why communicating with customers is an important Explain why communicating with customers is an important managerial issue.managerial issue. Explain how political correctness is affecting communication.Explain how political correctness is affecting communication.4C
11、opyright 2010 Pearson Education, Inc. Publishing as Prentice HallWhat Is Communication?CommunicationCommunicationThe transfer and understanding of meaning.The transfer and understanding of meaning.v vTransfer means the message was received in a form that can Transfer means the message was received i
12、n a form that can be interpreted by the receiver.be interpreted by the receiver.v vUnderstanding the message is not the same as the receiver Understanding the message is not the same as the receiver agreeing with the message.agreeing with the message.Interpersonal CommunicationInterpersonal Communic
13、ationv vCommunication between two or more peopleCommunication between two or more peopleOrganizational CommunicationOrganizational Communicationv vAll the patterns, network, and systems of communications All the patterns, network, and systems of communications within an organizationwithin an organiz
14、ation5Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallFour Functions of CommunicationFunctions ofFunctions ofCommunicationCommunicationControlControlMotivationMotivationEmotionalEmotionalExpressionExpressionInformationInformation6Copyright 2010 Pearson Education, Inc. Publishing as
15、 Prentice HallFunctions of CommunicationControlControlFormal and informal communications act to control Formal and informal communications act to control individuals behaviors in organizations.individuals behaviors in organizations.MotivationMotivationCommunications clarify for employees what is to
16、Communications clarify for employees what is to done, how well they have done it, and what can be done, how well they have done it, and what can be done to improve performance.done to improve performance.7Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallFunctions of Communication (c
17、ontd)Emotional ExpressionEmotional ExpressionSocial interaction in the form of work group Social interaction in the form of work group communications provides a way for employees to communications provides a way for employees to express themselves.express themselves.InformationInformationIndividuals
18、 and work groups need information to Individuals and work groups need information to make decisions or to do their work.make decisions or to do their work.8Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallExhibit 141Exhibit 141 The Interpersonal Communication The Interpersonal Commu
19、nication Process Process9Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallInterpersonal CommunicationMessageMessageSource: senders intended meaningSource: senders intended meaningEncodingEncodingThe message converted to symbolic formThe message converted to symbolic formChannelChann
20、elThe medium through which the message travelsThe medium through which the message travelsDecodingDecodingThe receivers retranslation of the messageThe receivers retranslation of the messageNoiseNoiseDisturbances that interfere with communicationsDisturbances that interfere with communications10Copy
21、right 2010 Pearson Education, Inc. Publishing as Prentice HallDistortions in CommunicationsMessage EncodingMessage EncodingThe effect of the skills, attitudes, and knowledge of The effect of the skills, attitudes, and knowledge of the sender on the process of encoding the messagethe sender on the pr
22、ocess of encoding the messageThe social-cultural system of the senderThe social-cultural system of the senderThe MessageThe MessageSymbols used to convey the messages meaningSymbols used to convey the messages meaningThe content of the message itselfThe content of the message itselfThe choice of mes
23、sage formatThe choice of message formatNoise interfering with the messageNoise interfering with the message11Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallDistortions in Communications (contd)The ChannelThe ChannelThe senders choice of the appropriate channel or The senders choic
24、e of the appropriate channel or multiple channels for conveying the messagemultiple channels for conveying the messageReceiverReceiverThe effect of skills, attitudes, and knowledge of the The effect of skills, attitudes, and knowledge of the receiver on the process of decoding the messagereceiver on
25、 the process of decoding the messageThe social-cultural system of the receiverThe social-cultural system of the receiverFeedback LoopFeedback LoopCommunication channel distortions affecting the Communication channel distortions affecting the return message from receiver to senderreturn message from
26、receiver to sender12Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallInterpersonal Communication Methods Face-to-faceFace-to-face TelephoneTelephone Group meetingsGroup meetings Formal presentationsFormal presentations MemosMemos Traditional MailTraditional Mail Fax machinesFax mach
27、ines Employee publicationsEmployee publications Bulletin boardsBulletin boards Audio- and videotapesAudio- and videotapes HotlinesHotlines E-mailE-mail Computer conferencingComputer conferencing Voice mailVoice mail TeleconferencesTeleconferences VideoconferencesVideoconferences13Copyright 2010 Pear
28、son Education, Inc. Publishing as Prentice HallEvaluating Communication MethodsFeedbackFeedbackComplexity capacityComplexity capacityBreadth potentialBreadth potentialConfidentialityConfidentialityEncoding easeEncoding easeDecoding easeDecoding easeTime-space constraintTime-space constraintCostCostI
29、nterpersonal warmthInterpersonal warmthFormalityFormalityScanabilityScanabilityTime consumptionTime consumption14Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallExhibit 142Exhibit 142 Comparison of Communication MethodsComparison of Communication MethodsNote: Ratings are on a 15 sc
30、ale where 1 = high and 5 = low. Consumption time refers to who controls the reception of communication. S/R means the sender and receiver share control.Source: P. G. Clampitt, Communicating for Managerial Effectiveness (Newbury Park, CA: Sage Publications, 1991), p. 136.15Copyright 2010 Pearson Educ
31、ation, Inc. Publishing as Prentice HallInterpersonal Communication (contd)Nonverbal CommunicationNonverbal CommunicationCommunication that is transmitted without words.Communication that is transmitted without words.v vSoundsSounds with specific meanings or warnings with specific meanings or warning
32、sv vImagesImages that control or encourage behaviors that control or encourage behaviorsv vSituational behaviorsSituational behaviors that convey meanings that convey meaningsv vClothing and physical surroundingsClothing and physical surroundings that imply status that imply statusBody language:Body
33、 language: gestures, facial expressions, and gestures, facial expressions, and other body movements that convey meaning.other body movements that convey meaning.Verbal intonation:Verbal intonation: emphasis that a speaker gives to emphasis that a speaker gives to certain words or phrases that convey
34、s meaning.certain words or phrases that conveys meaning.16Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallInterpersonal Communication BarriersDefensivenessDefensivenessNationalNationalCultureCultureEmotionsEmotionsInformation Information OverloadOverloadInterpersonal Interpersonal
35、CommunicationCommunicationLanguageLanguageFilteringFiltering17Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallBarriers to Effective Interpersonal CommunicationFilteringFilteringThe deliberate manipulation of information to make it The deliberate manipulation of information to make
36、it appear more favorable to the receiver.appear more favorable to the receiver.EmotionsEmotionsDisregarding rational and objective thinking Disregarding rational and objective thinking processes and substituting emotional judgments processes and substituting emotional judgments when interpreting mes
37、sages.when interpreting messages.Information OverloadInformation OverloadBeing confronted with a quantity of information that Being confronted with a quantity of information that exceeds an individuals capacity to process it.exceeds an individuals capacity to process it.18Copyright 2010 Pearson Educ
38、ation, Inc. Publishing as Prentice HallBarriers to Effective Interpersonal Communication (contd)DefensivenessDefensivenessWhen threatened, reacting in a way that reduces the When threatened, reacting in a way that reduces the ability to achieve mutual understanding.ability to achieve mutual understa
39、nding.LanguageLanguageThe different meanings of and specialized ways The different meanings of and specialized ways (jargon) in which senders use words can cause (jargon) in which senders use words can cause receivers to misinterpret their messages.receivers to misinterpret their messages.National C
40、ultureNational CultureCulture influences the form, formality, openness, Culture influences the form, formality, openness, patterns, and use of information in communications.patterns, and use of information in communications.19Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallOvercomi
41、ng the Barriers to Effective Interpersonal CommunicationsUse FeedbackUse FeedbackSimplify LanguageSimplify LanguageListen ActivelyListen ActivelyConstrain EmotionsConstrain EmotionsWatch Nonverbal CuesWatch Nonverbal Cues20Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallExhibit 143
42、Exhibit 143 Active Listening BehaviorsActive Listening BehaviorsSource: Based on P.L. Hunsaker, Training in Management Skills (Upper Saddle River, NJ: Prentice Hall, 2001).21Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallTypes of Organizational CommunicationFormal CommunicationFor
43、mal CommunicationCommunication that follows the official chain of Communication that follows the official chain of command or is part of the communication required to command or is part of the communication required to do ones job.do ones job.Informal CommunicationInformal CommunicationCommunication
44、 that is not defined by the Communication that is not defined by the organizations structural hierarchy.organizations structural hierarchy.v vPermits employees to satisfy their need for social interaction.Permits employees to satisfy their need for social interaction.v vCan improve an organizations
45、performance by creating Can improve an organizations performance by creating faster and more effective channels of communication.faster and more effective channels of communication.22Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallCommunication FlowsLateral Lateral D Di ia ag go on
46、 na al lD Do owwn nwwa ar rd dU Up pwwa ar rd d23Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallDirection of Communication FlowDownwardDownwardCommunications that flow from managers to Communications that flow from managers to employees to inform, direct, coordinate, and evaluate
47、employees to inform, direct, coordinate, and evaluate employees.employees.UpwardUpwardCommunications that flow from employees up to Communications that flow from employees up to managers to keep them aware of employee needs managers to keep them aware of employee needs and how things can be improved
48、 to create a climate and how things can be improved to create a climate of trust and respect.of trust and respect.24Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallDirection of Communication Flow (contd)Lateral (Horizontal) CommunicationLateral (Horizontal) CommunicationCommunicati
49、on that takes place among employees Communication that takes place among employees on the same level in the organization to save time and on the same level in the organization to save time and facilitate coordination.facilitate coordination.Diagonal CommunicationDiagonal CommunicationCommunication t
50、hat cuts across both work areas and Communication that cuts across both work areas and organizational levels in the interest of efficiency and organizational levels in the interest of efficiency and speed.speed.25Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallTypes of Organization
51、al Communication Networks Chain NetworkChain NetworkCommunication flows according to the formal chain of Communication flows according to the formal chain of command, both upward and mand, both upward and downward.Wheel NetworkWheel NetworkAll communication flows in and out through the group All com
52、munication flows in and out through the group leader (hub) to others in the group.leader (hub) to others in the group.All-Channel NetworkAll-Channel NetworkCommunications flow freely among all members of Communications flow freely among all members of the work team.the work team.26Copyright 2010 Pea
53、rson Education, Inc. Publishing as Prentice HallExhibit 144Exhibit 144 Three Common Organizational Three Common Organizational Communication Networks and How They Communication Networks and How They Rate on Effectiveness Criteria Rate on Effectiveness Criteria27Copyright 2010 Pearson Education, Inc.
54、 Publishing as Prentice HallThe GrapevineAn informal organizational communication An informal organizational communication network that is active in almost every network that is active in almost every organization.organization.Provides a channel for issues not suitable for formal Provides a channel
55、for issues not suitable for formal communication munication channels.The impact of information passed along the grapevine The impact of information passed along the grapevine can be countered by open and honest communication can be countered by open and honest communication with employees.with emplo
56、yees.28Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallUnderstanding Information TechnologyBenefits of Information Technology (IT)Benefits of Information Technology (IT)Increased ability to monitor individual and team Increased ability to monitor individual and team performanceperf
57、ormanceBetter decision making based on more complete Better decision making based on more complete informationinformationMore collaboration and More collaboration and sharing of informationsharing of informationGreater accessibility Greater accessibility to coworkersto coworkers29Copyright 2010 Pear
58、son Education, Inc. Publishing as Prentice HallInformation Technology (contd) Networked Computer Networked Computer SystemsSystemsLinking individual Linking individual computers to create an computers to create an organizational network for organizational network for communication and communication
59、and information sharing.information sharing. E-mailE-mail Instant messaging (IM)Instant messaging (IM) BlogsBlogs WikisWikis VoicemailVoicemail Fax machinesFax machines Electronic Data Exchange Electronic Data Exchange (EDI)(EDI) TeleconferencingTeleconferencing VideoconferencingVideoconferencing We
60、b conferencingWeb conferencing30Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallInformation Technology (contd)Types of Network SystemsTypes of Network SystemsIntranetIntranetv vAn internal network that uses Internet An internal network that uses Internet technology and is accessibl
61、e only to technology and is accessible only to employees.employees.ExtranetExtranetv vAn internal network that uses Internet An internal network that uses Internet technology and allows authorized users technology and allows authorized users inside the organization to communicate inside the organiza
62、tion to communicate with certain outsiders such as customers with certain outsiders such as customers and vendors.and vendors.Wireless (WIFI) capabilitiesWireless (WIFI) capabilities31Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallHow IT Affects OrganizationRemoves the constraints
63、 of time and distanceRemoves the constraints of time and distanceAllows widely dispersed employees to work together.Allows widely dispersed employees to work together.Provides for the sharing of informationProvides for the sharing of informationIncreases effectiveness and efficiency.Increases effect
64、iveness and efficiency.Integrates decision making and workIntegrates decision making and workProvides more complete information and participation Provides more complete information and participation for better decisions.for better decisions.Creates problems of constant accessibility to Creates probl
65、ems of constant accessibility to employeesemployeesBlurs the line between work and personal lives.Blurs the line between work and personal lives.32Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallCurrent Communication IssuesManaging Communication in an Internet WorldManaging Communi
66、cation in an Internet WorldLegal and security issuesLegal and security issuesv vInappropriate use of company e-mail and instant messagingInappropriate use of company e-mail and instant messagingv vLoss of confidential and proprietary information due to Loss of confidential and proprietary informatio
67、n due to inadvertent or deliberate dissemination or to hackers.inadvertent or deliberate dissemination or to hackers.Lack of personal interactionLack of personal interactionv vBeing connected is not the same as face-to-face contact.Being connected is not the same as face-to-face contact.v vDifficult
68、ies occur in achieving understanding and Difficulties occur in achieving understanding and collaboration in virtual environments.collaboration in virtual environments.33Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallCurrent Communication Issues (contd)Managing the Organizations Kn
69、owledge Managing the Organizations Knowledge ResourcesResourcesBuild online information databases that employees Build online information databases that employees can access.can access.Create “communities of practice” for groups of people Create “communities of practice” for groups of people who sha
70、re a concern, share expertise, and interact who share a concern, share expertise, and interact with each other.with each other.34Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallCommunication and Customer ServiceCommunicating Effectively with CustomersCommunicating Effectively with
71、CustomersRecognize the three components of the customer Recognize the three components of the customer service delivery process:service delivery process:v vThe customerThe customerv vThe service organizationThe service organizationv vThe service providerThe service providerDevelop a strong service c
72、ulture focused on the Develop a strong service culture focused on the personalization of service to each customer.personalization of service to each customer.v vListen and respond to the customer.Listen and respond to the customer.v vProvide access to needed service information.Provide access to nee
73、ded service information.35Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall“Politically Correct” CommunicationDo not use words or phrases that stereotype, Do not use words or phrases that stereotype, intimidate, or offend individuals based on their intimidate, or offend individuals
74、based on their differences.differences.However, choose words carefully to maintain as However, choose words carefully to maintain as much clarity as possible in communications.much clarity as possible in communications.36Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallTerms to Know
75、 communicationcommunication interpersonal interpersonal communicationcommunication organizational organizational communicationcommunication messagemessage encodingencoding channelchannel decodingdecoding communication processcommunication process noisenoise nonverbal communicationnonverbal communica
76、tion body languagebody language verbal intonationverbal intonation filteringfiltering selective perceptionselective perception information overloadinformation overload jargonjargon active listeningactive listening formal communicationformal communication informal communicationinformal communication
77、downward communicationdownward communication upward communicationupward communication37Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallTerms to Know (contd) lateral communicationlateral communication diagonal communicationdiagonal communication communication networkscommunication n
78、etworks grapevinegrapevine e-maile-mail instant messaging (IM)instant messaging (IM) blogblog wikiwiki voicemailvoicemail faxfax electronic data electronic data interchange (EDI)interchange (EDI) teleconferencingteleconferencing videoconferencingvideoconferencing Web conferencingWeb conferencing int
79、ranetintranet extranetextranet communities of practicecommunities of practice38Copyright 2010 Pearson Education, Inc. Publishing as Prentice HallAll rights reserved. No part of this publication may be reproduced, All rights reserved. No part of this publication may be reproduced, stored in a retriev
80、al system, or transmitted, in any form or by stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, or any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. otherwise, without the prior written permission of the publisher. Printed in the United States of America.Printed in the United States of America.39Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall
