Survey
* Your assessment is very important for improving the workof artificial intelligence, which forms the content of this project
* Your assessment is very important for improving the workof artificial intelligence, which forms the content of this project
11-1 Copyright © 2015 Pearson Education, Inc. Chapter 11: Communication 11-2 Copyright © 2015 Pearson Education, Inc. Learning Objectives After studying this chapter, you should be able to: Identify the main functions of communication. Describe the communication process and formal and informal communication. Contrast downward, upward, and lateral communication. Compare and contrast formal small-group networks and the grapevine. Contrast oral, written, and nonverbal communication. Copyright © 2015 Pearson Education, Inc. 11-3 Learning Objectives Show how channel richness underlies the choice of communication channel. Differentiate between automatic and controlled processing of persuasive messages. Identify common barriers to effective communication. Show how to overcome the potential problems in cross-cultural communication. 11-4 Copyright © 2015 Pearson Education, Inc. LO 1 Identify the Main Functions of Communication Communication serves four major functions within a group or organization: 1. Control 2. Motivation 3. Emotional Expression 4. Information 11-5 Copyright © 2015 Pearson Education, Inc. LO 1 Identify the Main Functions of Communication Control Organizations have authority hierarchies and formal guidelines that employees are required to follow. Informal communication also controls behavior. When work groups tease or harass a member who produces too much, they are informally communicating with, and controlling, the member’s behavior. Copyright © 2015 Pearson Education, Inc. 11-6 LO 1 Identify the Main Functions of Communication Motivation Clarifies to employees what is to be done, how well they are doing, and what can be done to improve performance. The formation of specific goals, feedback on progress toward the goals, and reinforcement of desired behavior all stimulate motivation and require communication. 11-7 Copyright © 2015 Pearson Education, Inc. LO 1 Identify the Main Functions of Communication Emotional Expression Communication provides a release for the emotional expression of feelings and for fulfillment of social needs. For many employees, their work group is a primary source of social interaction. 11-8 Copyright © 2015 Pearson Education, Inc. LO 1 Identify the Main Functions of Communication Information Communication facilitates decision making. It provides information by transmitting the data to identify and evaluate choices. 11-9 Copyright © 2015 Pearson Education, Inc. Describe the Communication Process and Formal and Informal Communication LO 2 11-10 Copyright © 2015 Pearson Education, Inc. LO 3 Contrast Downward, Upward, and Lateral Communication Downward communication flows from one level to a lower level. Assign goals, provide instructions, communicate policies and procedures, and provide feedback. Downward communication must explain the reasons why a decision was made. Explanations increase employee commitment and support of decisions. One problem is the one-way nature of downward communication. Copyright © 2015 Pearson Education, Inc. 11-11 LO 3 Contrast Downward, Upward, and Lateral Communication Upward communication flows to a higher level in the group or organization. Provide feedback to higher-ups, inform them of progress, and relay current problems. To engage in effective upward communication: Communicate in headlines, not paragraphs. Support your headlines with actionable items. Prepare an agenda to make sure you use your boss’s attention well. Copyright © 2015 Pearson Education, Inc. 11-12 LO 3 Contrast Downward, Upward, and Lateral Communication Lateral communication takes place among members of the same work group, among members of work groups at the same level, among managers at the same level, or among any horizontally equivalent personnel. Often necessary to save time and facilitate coordination. May be formally sanctioned. Can create dysfunctional conflicts. Copyright © 2015 Pearson Education, Inc. 11-13 Compare and Contrast Formal Small-Group Networks & the Grapevine LO 4 11-14 Copyright © 2015 Pearson Education, Inc. Compare and Contrast Formal Small-Group Networks & the Grapevine LO 4 11-15 Copyright © 2015 Pearson Education, Inc. Compare and Contrast Formal Small-Group Networks & the Grapevine LO 4 The Grapevine The informal communication network in a group or organization. Rumors emerge as a response to situations that are important to us, when there is ambiguity, and under conditions that arouse anxiety. Work situations frequently contain these three elements, which explains why rumors flourish in organizations. Copyright © 2015 Pearson Education, Inc. 11-16 Compare and Contrast Formal Small-Group Networks & the Grapevine LO 4 11-17 Copyright © 2015 Pearson Education, Inc. LO 5 Contrast Oral, Written, and Nonverbal Communication Oral Communication The primary means of conveying messages. Speeches, formal one-on-one and group discussions, and informal rumor mills or grapevines are popular forms of oral communication. Meetings Videoconferencing Telephone 11-18 Copyright © 2015 Pearson Education, Inc. LO 5 Contrast Oral, Written, and Nonverbal Communication Written Communication Letters PowerPoint E-mail Instant Messaging Text Messaging Social Media Others Copyright © 2015 Pearson Education, Inc. 11-19 LO 5 Contrast Oral, Written, and Nonverbal Communication 11-20 Copyright © 2015 Pearson Education, Inc. LO 5 Contrast Oral, Written, and Nonverbal Communication Nonverbal Communication Includes body movements, the intonations or emphasis we give to words, facial expressions, and the physical distance between the sender and receiver. Body language can convey status, level of engagement, and emotional state. 11-21 Copyright © 2015 Pearson Education, Inc. LO 5 Contrast Oral, Written, and Nonverbal Communication Physical distance also has meaning. What is considered proper spacing between people largely depends on cultural norms. A businesslike distance in some European countries feels intimate in many parts of North America. Distance may indicate aggressiveness or sexual interest, or it may signal disinterest or displeasure with what is being said. Copyright © 2015 Pearson Education, Inc. 11-22 LO 5 Contrast Oral, Written, and Nonverbal Communication 11-23 Copyright © 2015 Pearson Education, Inc. LO 6 Show How Channel Richness Underlies the Choice Of Communication Channel 11-24 Copyright © 2015 Pearson Education, Inc. LO 6 Show How Channel Richness Underlies the Choice Of Communication Channel The choice of channel depends on whether the message is routine. Routine messages tend to be straightforward and have a minimum of ambiguity. Choose oral communication when you need to gauge the receiver’s receptivity. Written communication is more reliable for complex and lengthy communications. 11-25 Copyright © 2015 Pearson Education, Inc. LO 6 Show How Channel Richness Underlies the Choice Of Communication Channel Letters are used in business primarily for networking purposes and when signatures need to be authentic. Some issues to consider when using e-mail: Risk of misinterpreting the message. Fallout from negative messages. Time-consuming nature. Limited expression of emotions. Privacy concerns. Professionalism. Copyright © 2015 Pearson Education, Inc. 11-26 LO 6 Show How Channel Richness Underlies the Choice Of Communication Channel Instant messaging Text messaging Social media Blogging 11-27 Copyright © 2015 Pearson Education, Inc. LO 6 Show How Channel Richness Underlies the Choice Of Communication Channel Information Security Electronic information Clouds Physical information Information that employees know Most companies monitor employee Internet use and e-mail records, and some use video surveillance and record phone conversations. 11-28 Copyright © 2015 Pearson Education, Inc. Differentiate Between Automatic and Controlled Processing of Persuasive Messages LO 7 Automatic processing – a relatively superficial consideration of evidence and information. It takes little time and low effort, but it lets us be easily fooled by a variety of tricks, like a cute jingle or glamorous photo. Controlled processing – a detailed consideration of evidence and information relying on facts, figures, and logic. Requires effort and energy, but it’s harder to fool someone who engages in it. Copyright © 2015 Pearson Education, Inc. 11-29 Differentiate Between Automatic and Controlled Processing of Persuasive Messages LO 7 Rules of thumb for determining the choice of processing: Interest level Prior knowledge Personality Message characteristics Match your message to your audience 11-30 Copyright © 2015 Pearson Education, Inc. LO 8 Identify Common Barriers to Effective Communication Barriers to Effective Communication Filtering Selective perception Information overload Emotions Language Silence Communication apprehension Lying Copyright © 2015 Pearson Education, Inc. 11-31 LO 9 Show How To Overcome the Potential Problems in Cross-Cultural Communication Cultural Barriers Caused by semantics – words mean different things to different people. Caused by word connotations – words imply different things in different languages. Caused by tone differences. Caused by differences in tolerance for conflict and methods for resolving conflicts. 11-32 Copyright © 2015 Pearson Education, Inc. LO 9 Show How To Overcome the Potential Problems in Cross-Cultural Communication 11-33 Copyright © 2015 Pearson Education, Inc. LO 9 Show How To Overcome the Potential Problems in Cross-Cultural Communication A Cultural Guide Know yourself. Foster a climate of mutual respect, fairness, and democracy. Learn the cultural context of each person. When in doubt, listen. State facts, not your interpretation. Consider the other person’s viewpoint. Proactively maintain the identity of the group. Copyright © 2015 Pearson Education, Inc. 11-34 Implications for Managers Remember that your communication mode will partly determine your communication effectiveness. Obtain feedback from your employees to make certain your messages – however they are communicated – are understood. Remember that written communication creates more misunderstandings than oral communication; communicate with employees through in-person meetings when possible. 11-35 Copyright © 2015 Pearson Education, Inc. Implications for Managers Make sure you use communication strategies appropriate to your audience and the type of message you’re sending. Keep in mind communication barriers such as gender and culture. 11-36 Copyright © 2015 Pearson Education, Inc. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Printed in the United States of America. Copyright © 2015 Pearson Education, Inc. 11-37 Copyright © 2015 Pearson Education, Inc.