Download Communication

Survey
yes no Was this document useful for you?
   Thank you for your participation!

* Your assessment is very important for improving the work of artificial intelligence, which forms the content of this project

Document related concepts
no text concepts found
Transcript
Communication
9
1 Importance of communication
2 Communication process
3 Communication Net-work in org.
4 Technological advance
2000-1
王青-管理学院-上海交通大学
5-1
Importance of Good Communication
Good
Communication allows a firm to
 Learn
new skills and technologies.
 Become more responsive to customers.
 Improve Quality of their product or service.
 Foster innovation
Effective
communication is needed by
all Managers.
2000-1
王青-管理学院-上海交通大学
5-2
The Communication Process
Figure 15.1
Transmission Phase
Message
Encoding
2000-1
Medium
Decoding
Receiver
(now sender)
NOISE
Sender
Decoding
Medium
Encoding
Feedback
Phase
王青-管理学院-上海交通大学
Message
5-3
Encoding
Encoding:
Sender puts the message
into symbols or language, a process
called encoding
Encoding of messages can be done
verbally or non-verbally
Verbal: spoken or written communication.
 Nonverbal: facial gestures, body language,
dress.

2000-1
王青-管理学院-上海交通大学
5-4
Decoding
Decoding
:allows the receiver to understand
the message.
This is a critical point, can lead to
misunderstanding.
2000-1
王青-管理学院-上海交通大学
5-5
Medium
Medium:
pathway the message is
transmitted on (phone, letter).
 Face-to-face
 Verbal
communication electronically transmitted
 Personally addressed written communication
 Impersonally addressed communication
 E-mail
2000-1
王青-管理学院-上海交通大学
5-6
Face-to-Face
• Face-to-Face:
highest information
richness.


Can take advantage of verbal and nonverbal signals.
Provides for instant feedback.
Video
Conferences: provide much of this
richness.
2000-1
王青-管理学院-上海交通大学
5-7
Verbal Communication
electronically transmitted
has next highest richness.
 Phone conversations, but no visual nonverbal
cues.
 Do have tone of voice, sender’s emphasis and
quick feedback.
2000-1
王青-管理学院-上海交通大学
5-8
Personally Addressed
Written Communication
lower richness than the verbal forms, but still
is directed at a given person.
Personal addressing helps ensure receiver reads it.
 Cannot provide instant feedback to sender but can get
feedback later.

2000-1
王青-管理学院-上海交通大学
5-9
Impersonal Written Communication
lowest richness.
 Good
for messages to many receivers. Little
feedback is expected.
2000-1
王青-管理学院-上海交通大学
5-10
E-mail
 E-mail
use is growing rapidly in large
firms, and there are even special e-mail
etiquette:
in all CAPITALS are seen as “screaming”
at the receiver.
 Punctuate your messages for easy reading and
don’t ramble on.
 Pay attention to spelling and treat like a written
letter.
 Words
2000-1
王青-管理学院-上海交通大学
5-11
Information Richness and Media Type
Figure 15.2
High
Richness
Face-to-face
communication
Verbal communication
electronically
transmitted
Nonverbal communication
electronically
transmitted
Low
Richness
2000-1
Impersonal written
communication
王青-管理学院-上海交通大学
5-12
Communication Skills for Managers as
Senders






2000-1
Send clear and complete messages.
Encode messages in symbols the receiver understands.
Select a medium appropriate for the message AND
monitored by the receiver.
Avoid filtering and distorting the message passing
through other workers.
Ensure a feedback mechanism is included in the
message.
Provide accurate information to avoid rumors.
王青-管理学院-上海交通大学
5-13
Communication Skills for Managers as
Receivers
Pay Attention
to what is sent as a message.
Be a good listener: don’t interrupt.
Be empathetic: try to understand what the
sender feels.
Understand linguistic styles: different people
speak differently.
2000-1
王青-管理学院-上海交通大学
5-14
Communication Issues
Sender
and receiver communicate based on
their perception.
 Subjective perception can lead to biases
that hurt communication.
 Effective Managers avoid
communicating based on a pre-set
belief.
2000-1
王青-管理学院-上海交通大学
5-15
Dangers of Ineffective Communication
Managers
spend most of their time
communicating so both they and the
subordinates must be effective
communicators.
To be effective:
 Select an appropriate medium for each
message.

There is no one “best” medium.
2000-1
王青-管理学院-上海交通大学
5-16
Communication Networks in
Organization
Formal
Communication
Informal
Communication
2000-1
王青-管理学院-上海交通大学
5-17
Formal Communication
Formal
Communication flows around issues,
goals, and projects.
 Vertical Communication: goes up and down
the corporate hierarchy.
 Horizontal Communication: between
employees of the same level.
Chain Network ; Net work; Wheel Network
Circle Network; All-Channel Network
2000-1
王青-管理学院-上海交通大学
5-18
Chain Network
Members communicate with people
next to them in sequence.
It like a five-level vertical hierarchy
and communications move only
upward or downward.
Can found in direct-line authority
with no deviation
2000-1
王青-管理学院-上海交通大学
5-19
Y Network
Network:
A four-level hierarchy.
Like two subordinates
reporting to a manager .
Y
2000-1
王青-管理学院-上海交通大学
5-20
Wheel Network
Wheel
Network:
information flow to and
from one central member.
Two-level hierarchy.
Like four subordinates
reporting to their superior
no communication between
subordinates.
2000-1
王青-管理学院-上海交通大学
5-21
Circle Network
Circle
Network: members
communicate with others close
to them in terms of expertise
(office location).
A three-level hierarchy
Firstly communication between
superior and subordinates and
last communication only at the
lowest level.
2000-1
王青-管理学院-上海交通大学
5-22
All-Channel Network
All-Channel
Network: found
in teams, with high levels of
communications between each
member and all others.
Communicate freely in group
No managerial level ,all
members are equal
2000-1
王青-管理学院-上海交通大学
5-23
Informal Communication
Grapevine:
informal network carrying
unofficial information through the firm.
A active channel of communication
 A good way to predict the reflection of your
employees about new decision.
 How did The White House use the Grapevine.

2000-1
王青-管理学院-上海交通大学
5-24
Technological Advances
Internet: global system of computer networks
Many firms use it to communicate with
suppliers.
 World Wide Web (WWW): provides
multimedia access to the Internet.
 Intranets: use the same information concepts
as the Internet, but keep the network inside the
firm.
 Groupware: software designed to let workers
share information and improve communication.
2000-1
5-25
王青-管理学院-上海交通大学
Best for team
oriented support.
