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11 Edition
Management
Stephen P. ROBBINS
Mary COULTER
Part IV. Leading
Chapter Six
Managers and Communication
Lecturer: Seng Theara
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6-1
Chapter Objectives
1.
2.
3.
4.
Nature of communication
Methods of interpersonal communication
Organizational communication
Information technology and communication
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6-2
Nature of Communication
• What Is Communication?
 The transfer and understanding of meaning.
• Transfer means the message was received in a form that can be
interpreted by the receiver.
• Understanding the message is not the same as the receiver
agreeing with the message.
 Interpersonal Communication
• Communication between two or more people
 Organizational Communication
• All the patterns, network, and systems of communications within an
organization.
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Methods of Interpersonal
Communication
Interpersonal Communication Process
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Methods of Interpersonal
Communication
(Cont’d)
• Elements
 Message—Source: sender’s intended meaning.
 Encoding—Message converted to symbolic form.
 Medium– Channel through which the message
travels.
 Decoding—Receiver’s retranslation of the message.
 Noise—Disturbances that interfere with
communications.
 Feedback—Communication channel distortions
affecting the return message from receiver to sender.
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Methods of Interpersonal
Communication
(Cont’d)
• Communication Methods
 Nonverbal communication
 Is communication transmitted without words.
 Body language
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Methods of Interpersonal
Communication
(Cont’d)
• Communication Methods
 Verbal communication
People communicate with each other most often by
talking, or oral communication.
Include speeches, formal one-on-one and group
discussions and inform discussion.
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Methods of Interpersonal
Communication
(Cont’d)
• Communication Methods
 Written communication
Include memos, letters, organizational periodicals and
bulletin boards.
When communications are complex or lengthy are
verifiable record.
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Methods of Interpersonal
Communication
(Cont’d)
National
Culture
Language
Filtering
Emotions
Barriers to Effective
Communication
Information
Overload
Electronic
Barriers of Communication
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Methods of Interpersonal
Communication
(Cont’d)
• Overcoming the Barriers
– Use feedback
– Simplify language
– Listen activity
– Constrain emotions
– Watch nonverbal cues
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6-10
Organizational Communication
• Formal Communication
 Refers to communication that takes place within
prescribed organizational work arrangements.
 For example, when a manager asks an employee to
complete a task, that’s formal communication.
 Another example of formal communication occurs
when an employee communicates a problem to his
or her manager.
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Organizational Communication
(Cont’d)
• Informal Communication
 Is organizational communication not defined by the
organization’s structural hierarchy.
 Employees form friendships and communicate with
each other at the break time.
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Organizational Communication
(Cont’d)
• Direction of Communication Flow
 Downward
 Communications that flow from managers to
employees to inform, direct, coordinate, and evaluate
employees.
 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.
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Organizational Communication
(Cont’d)
• Direction of Communication Flow
 Lateral (Horizontal) Communication
 Communication that takes place among employees
on the same level in the organization.
 Diagonal Communication
 Is communication that crosses both work areas
and organizational levels.
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6-14
Organizational Communication
(Cont’d)
• Organizational Communication Networks
 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
 Communications flow freely among all members of the
work team.
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Organizational Communication
(Cont’d)
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IT and Communication
• 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 coworkers
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IT and Communication (Cont’d)
• Networked
Computer Systems
Linking individual
computers to create an
organizational network for
communication and
information sharing.
• E-mail
• Fax machines
• Electronic Data Exchange
(EDI)
• Teleconferencing
• Videoconferencing
• Web conferencing
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IT and Communication (Cont’d)
• Types of Network Systems
 Intranet
 An internal network that uses Internet technology and is
accessible only to employees.
 Extranet
 Technology and allows authorized users inside the
organization to communicate with certain outsiders
such as customers and vendors.
 Wireless (WIFI) capacities
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IT and Communication (Cont’d)
• How IT Affects Organization
 Removes the constraints of time and distance
Allows widely dispersed employees to work together.
 Provides for the sharing of information
Increases effectiveness and efficiency.
 Integrates decision making and work
Provides more complete information and participation
for better decisions.
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