Managing Communicatios Management Introduction

Managemen Introduction

1. Chapter 14 Managing Communications

2. THE nature and function of communication The ability to communicate effectively is a skill that must be mastered by any person who wants to be an effective manager. The importance of effective communication for managers can’t be overemphasized for one specific reason: Everything a manager does involves communicating. A manager can’t make a decision without information. That information has to be communicated Communication is the transfer and understanding of meaning. More importantly, however, communication involves theunderstanding of meaning. For communication to be successful, the meaning must be imparted and understood. interpersonal communication —communication between two or more people—and organizational communication , which is all the patterns, networks, and systems of communication within an organization Functions of Communication Communication acts to control employee behavior in several ways. Organizations have authority hierarchies and formal guidelines that employees are expected to follow Communication acts to motivate by clarifying to employees what is to be done, how well they’re doing, and what can be done to improve performance if it’s not up to par. Communication, provides a release for emotional expression of feelings and for fulFllment ofsocial needs. Finally, individuals and groups need information to get things done in organizations. Communication provides that information. Unfortunately, there can sometimes be a breakdown in information sharing, leading to confusion.

3. METHODS and challenges of interpersonal communication Before communication can take place, a purpose, expressed as a message to be conveyed, must exist. It passes between a source (the sender) and a receiver. The message is converted to symbolic form (called encoding) and passed by way of some medium (channel) to the receiver, who retranslates the sender’s message (called decoding). The result is the transfer of meaning from one person to another.

4. Methods Managers have a wide variety of communication methods from which to choose and can use 12 questions to help them evaluate these methods. Feedback: How quickly can the receiver respond to the message? Complexity capacity: Can the method effectively process complex messages? Breadth potential: How many different messages can be transmitted using thismethod? Confidentiality: Can communicators be reasonably sure their messages are received only by those intended? Encoding ease: Can sender easily and quickly use this channel? Decoding ease: Can receiver easily and quickly decode messages? Time-space constraint: Do senders and receivers need to communicate at the same time and in the same space? Cost: How much does it cost to use this method? Interpersonal warmth: How well does this method convey interpersonal warmth? Formality: Does this method have the needed amount of formality? Scanability: Does this method allow the message to be easily browsed or scanned for relevant information? Time of consumption: Does the sender or receiver exercise the most control over when the message is dealt with?

5. Methods and Barriers An important part of interpersonal communication is nonverbal communication —that is, communication transmitted without words. Some of the most meaningful communications are neither spoken nor written Body language refers to gestures, facial expressions, and other body movements that convey meaning. A person frowning “says” something different from one who’s smiling. Hand motions, facial expressions, and other gestures can communicate emotions or temperaments such as aggression, fear, shyness, arrogance, joy, and anger. Knowing the meaning behind someone’s body moves and learning how to put forth your best body language can help you personally and professionally Verbal intonation refers to the emphasis someone gives to words or phrases in order to convey meaning.

6. Methods and Barriers Barriers A. COGNITIVE Information overload occurs when information exceeds our processing capacity. The demands of keeping up with e-mail, text messages, phone calls, faxes, meetings, and professional reading create an onslaught of data. What happens when individuals have more information than they can process? They tend to ignore, pass over, forget, or selectively choose information. Or they may stop communicating. The challenges don’t stop there. The full extent of information may not be accurately conveyed, as a result of intentional filtering. Filtering is the deliberate manipulation of information to make it appear more favorable to the receiver. For example, when a person tells his or her manager what the manager wants to hear, information is being filtered. Or if information being communicated up through organizational levels is condensed by senders, that’s filtering.

7. Methods and Barriers Barriers B. EMOTIONS: How a receiver feels infuences how he or she interprets it. When people feel they’re being threatened, they tend to react in ways that hinder effective communication and reduce their ability to achieve mutual understanding. They become defensive—verbally attacking others, making sarcastic remarks, being overly judgmental, or questioning others’ motives. C. SOCIOCULTURAL: Words mean different things to different people. Age, education, and cultural background are three of the more obvious variables that in„uence the language a person uses and the defnitions he or she gives to words. D. NATIONAL CULTURE This general tendency illustrates how communication differences can arise from national culture as well as different languages. In an individualistic country like the United States, communication is more formal and is clearly spelled out. Managers rely heavily on reports, memos, and other formal forms of communication. In a collectivist country like Japan, more interpersonal contact takes place, and face-to-face communication is encouraged

8. Methods and Barriers How to Overcoming Barriers A. USE FEEDBACK Many communication problems are directly attributed to misunderstanding and inaccuracies. These problems are less likely to occur if the manager gets feedback, both verbal and nonverbal B. SIMPLIFY LANGUAGE Because language can be a barrier, managers should consider the audience to whom the message is directed and tailor the language to them. Effective communication is achieved when a message is both received and understood C. LISTEN ACTIVELY Listening is an active search for meaning, whereas hearing is passive. In listening, the receiver is also putting effort into the communication. Listening, is often more tiring than talking. Unlike hearing, active listening, which is listening for full meaning without making premature judgments or interpretations, demands total concentration D. CONSTRAIN EMOTIONS Emotions can cloud and distort communication. A manager who’s upset over an issue is more likely to misconstrue incoming messages and fail to communicate his or her outgoing messages clearly and accurately E. WATCH NONVERBAL CUES If actions speak louder than words, then it’s important to make sure your actions align with and reinforce the words that go along with them

9. EFFECTIVE organizational communication In this section, we look at several important aspects of organizational communication, including formal versus informal communication, the Flow patterns of communication, formal and informal communication networks, and workplace design. A. Formal Versus Informal Formal communication refers to communication that takes place within prescribed organizational work arrangements. Informal communication is organizational communication not defned by the organization’s structural hierarchy. B. Direction of Flow: downward, upward, laterally, or diagonally. Downward communication Communication that flows downward from a manager to employees. Upward communication Communication that flows upward from employees to managers. Lateral communication Communication that takes place among any employees on the same organizational level. Diagonal communication Communication that cuts across work areas and organizational levels

10. EFFECTIVE organizational communication C. Networks The vertical and horizontal Flows of organizational communication can be combined into a variety of patterns called communication networks. In the chain network, communication flows according to the formal chain of command, both downward and upward. The wheel network represents communication flowing between a clearly identifiable and strong leader and others in a work group or team. The leader serves as the hub through whom all communication passes. Finally, in the all-channel network , communication flows freely among all members of a work team. THE GRAPEVINE : the informal organizational communication network. The grapevine is active in almost every organization. One survey reported that 63 percent of employees say they hear about important matters first through rumors or gossip on the grapevine.

11. Workplace design and communication Another factor that influences organizational communication is workplace design Research shows that a workplace design should successfully support four types of employee work: focused work: is when an employee needs to concentrate on completing a task collaboration, learning: is when employees are engaged in training or doing something new and could involve both focused work and collaboration socialization: happens when employees informally gather to chat or to exchange ideas open work places VS traditional work places

12. COMMUNICATION in the Internet and social media age Information technology (IT) now touches every aspect of almost every company’s business. The implications for how, where, and when managers communicate are profound The 24/7 Work Environment : IT has made it possible to stay connected around the clock, seven days per week. And IT has radically changed the way organizational members communicate. Working from Anywhere : Employees don’t have to be at their desks to communicate with others in the organization. As wireless technology continues to improve, we’ll see more organizational members using it as a way to collaborate and share information. Social Media : Employees—working in teams or as individuals—need information to make decisions and to do their work. It’s clear that technology can change the way that organizational members communicate, share information, and do their work. Balancing the Pluses and Minuses Choosing the Right Media

13. Information technology (IT) now touches every aspect of almost every company’s business. The implications for how, where, and when managers communicate are profound The 24/7 Work Environment : IT has made it possible to stay connected around the clock, seven days per week. And IT has radically changed the way organizational members communicate. Working from Anywhere : Employees don’t have to be at their desks to communicate with others in the organization. As wireless technology continues to improve, we’ll see more organizational members using it as a way to collaborate and share information. Social Media : Employees—working in teams or as individuals—need information to make decisions and to do their work. It’s clear that technology can change the way that organizational members communicate, share information, and do their work. Balancing the Pluses and Minuses Choosing the Right Media

14. Communication issues in today’s organizations The main challenges of communicating in a digitally connected world are legal and security issues and the lack of personal interaction. Organizations can manage knowledge by making it easy for employees to communicate and share their knowledge, which can help them learn from each other ways to do their jobs more effectively and efficiently. One way is through online informationdatabases. Communicating with customers is an important managerial issue since what communication takes place and how it takes place can significantly affect a customer’s satisfaction with the service and the likelihood of being a repeat customer. It’s important for organizations to get input from their employees. Such potentially valuable information should not be ignored. Managers should explain how suggestions are reviewed and feedback about the feasibility of suggestions should be shared. Finally, a company’s communication efforts need to be ethical. Ethical communication can be encouraged through clear guidelines and through answering questions that force a communicator to think through the communication choices made and the consequences of those choices

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