Bateman14 mcgraw hill communicating Chapter 15

Bateman14 mcgraw hill communicating Chapter 15

1. Communicating CHAPTER 15 © 2021 McGraw Hill. All rights reserved. Authorized only for instructor use in the classroom. No reproduction or further distribution permitted without the prior written consent of McGraw Hill.

2. Learning Objectives 15-1 Discuss important advantages of two-way communication. 15-2 Identify communication problems to avoid. 15-3 Describe when and how to use the various communication channels. 15-4 Summarize ways to become a better sender and receiver of information. 15-5 Explain how to improve downward, upward, and horizontal communication. 15-6 Summarize how to work with the company grapevine. 15-7 Describe the boundaryless organization and its advantages. 2

3. Exhibit 15.1 A General Model of Communication Access the text alternative for slide image 3

4. One-Way versus Two-Way Communication One-way communication A process in which information flows in only one direction—from the sender to the receiver, with no feedback loop. Two-way communication A process in which information flows in two directions—the receiver provides feedback, and the sender is receptive to the feedback. 4

5. Communication Pitfalls Perception The process of receiving and interpreting information. Filtering The process of withholding, ignoring, or distorting information. 5

6. Oral and Written Channels Oral communication Includes face-to-face discussion, telephone conversations, meetings, and formal presentations and speeches. Written communication Includes e-mail, memos, letters, reports, computer files, brochures, and other written documents. 6

7. Oral Communication Advantages Questions can be asked and answered. Feedback is immediate and direct. Receiver’s sense sender’s sincerity. Oral communication is more persuasive. Disadvantages Can lead to spontaneous, ill-considered statements (and regret). There is no permanent record of it. 7

8. Written Communication Advantages A message can be revised. It provides for a permanent record. The message is unchanged even if relayed. The 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. 8

9. Digital Communication and Social Media GaudiLab /Shutterstock Email is one of the most convenient forms of communication, but what are some of the pitfalls? How often have you sent an email, whether personal or professional, and found that someone misinterpreted the message? Employers are making strides and catching up with consumers in their use of social media. 9

10. Advantages of Digital Communication More information is shared. There is speed and efficiency in delivering routine messages to large numbers of people. S aves paper, postage, meetings, travel budgets, and conference calls. 10

11. Disadvantages of Digital Communication May not be able to solve complex problems. Inability to pick up subtle, nonverbal, or inflectional clues. Invites misinterpretations and improper messages. 11

12. The Virtual Office A mobile office in which people can work anywhere, as long as they have the tools to communicate with customers and colleagues. There are numerous benefits associated with virtual offices. The longer-term impact on productivity and morale is still in question. The virtual office requires changes in how human beings work and interact, and presents technical challenges. 12

13. Exhibit 15.2 Differences in Media Richness Access the text alternative for slide image 13

14. Exhibit 15.3 Ten Ways to Add Power to Your Presentations Spend adequate time on the content of your presentation. Clearly understand the objective of the presentation. Tell the audience the purpose of the presentation. Provide meaning, not just data. Practice, practice, practice. Remember a presentation is more like a conversation than a speech. Remember the power of eye contact. Allow imperfection. Be prepared to answer tough questions. Provide a crisp wrap-up, question-and-answer session, and summary. Hamilton, Lynn, University of Virginia, class handout. Used with permission . 14

15. Writing Skills Requires clear, logical thinking. Strive for clarity, organization, readability, brevity. Email: Specific subject lines. Put main point at beginning of message. Limit paragraph length. Avoid sarcasm. 15

16. Language Skills Things to consider: Word choice, such as avoiding jargon. Receiver’s cultural and technical background. Meaning of chosen words. Learn host country’s language and customs. 16

17. Nonverbal Skills Isadora Getty Buyou /Image Source Use time appropriately. Make your office arrangement conducive to open communication. Remember your body language. 17

18. Listening Reflection Process by which a person states what he or she believes the other person says or means. Places a greater emphasis on listening rather than talking. 18

19. Social Entrepreneurship Communicating Success to Create Change More than mere facts, a success story informs stakeholders about the work of the organization, builds commitment and advocacy, and spreads the word about the organization’s impact. Why is storytelling a more powerful tool for change than a list of results or facts? What do social enterprises need to know about their audiences in order to successfully communicate stories of their success? 19

20. Exhibit 15.4 Ten Keys to Effective Listening Find an area of interest. Judge content, not delivery. Hold your fire. Listen for ideas. Be flexible. Resist distraction. Exercise your mind. Keep your mind open. Capitalize on thought speed. Work at listening. Nichols, Ralph G., “Listening Is a 10-Part Skill,” in Readings in Interpersonal and Organizational Communication ed. R. C. Huseman, C. M. Logue, and D. L. Freshley (Boston: Allyn & Bacon, 1977). 20

21. Reading Illiteracy is a significant problem in the U.S. and other countries. Reading mistakes are common and costly. Ways to improve: Read messages as soon as possible. Read important documents and messages slowly and carefully. Note important points for later referral. Consider courses to improve speed and comprehension. Don’t limit your reading. 21

22. Observing People decode nonverbal signals to determine meaning. A vital source of useful observations comes from personally visiting people, plants, and other locations to get a firsthand view. You must accurately interpret what you observe. 22

23. Downward Communication Information that flows from higher to lower levels in the organization’s hierarchy. Often a lack of adequate information: A lack of openness. Filtering of information. 23

24. Exhibit 15.5 Information Loss in Downward Communication Access the text alternative for slide image 24

25. Coaching and Open-Book Management Coaching Dialogue with a goal of helping another be more effective and achieve his or her full potential on the job. Open-book management Practice of sharing with employees at all levels of the organization vital information previously meant for management’s eyes only. 25

26. Upward Communication Information that flows from lower to higher levels in the organization’s hierarchy. The information may be facilitated by techniques such as management by wandering around (MBWA). Management must not hold a grudge if they receive negative information. Voice : when people speak up with good intentions about work-related issues, rather than remaining silent. 26

27. Horizontal Communication Information shared among people on the same hierarchical level. Allows sharing of information, coordination, and problem solving among units. Helps to solve conflicts. Provides social and emotional support to people. 27

28. Informal Communication Informal communication is more unofficial. Provides people with information. Helps them solve problems. Teaches them how to do their work successfully. Grapevine : informal communication network. 28

29. Managing Informal Communication How to manage the grapevine: Don’t allow malicious gossip. Prevent rumors from starting by providing facts. Neutralize rumors once they have started. Transparency People’s beliefs that the information their employer and others send them is of high quality, as defined by accuracy, timeliness, and full disclosure of relevant information. 29

30. Boundaryless Organization An organization in which there are few major obstacles to information flow. Information is available as needed, moving quickly and easily enough so that the organization functions far better as a whole than as separate parts. Transparency strengthens people’s trust in an organization and in one another. 30

31. Management in Action SoundCloud: Reinventing Communication SoundCloud has grown to be the largest music and audio platform but this growth came with significant growing pains. What similarities and differences do you see between the way an organization communicates internally and how it communicates with its market ? Check in on SoundCloud’s progress as it creates new ways for artists to communicate and connect with listeners. To what degree is it succeeding or failing in its strategy? 31

32. In Review 1. Discuss important advantages of two-way communication. 2. Identify communication problems to avoid. 3. Describe when and how to use the various communication channels. 4. Summarize ways to become a better sender and receiver of information. 5. Explain how to improve downward, upward, and horizontal communication. 6. Summarize how to work with the company grapevine. 7. Describe the boundaryless organization and its advantages. 32

33. End of Main Content © 2021 McGraw Hill. All rights reserved. Authorized only for instructor use in the classroom. No reproduction or further distribution permitted without the prior written consent of McGraw Hill.