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EXPLORING MANAGEMENT
Chapter 15
Communication
Chapter 15
• What is communication and when is it
effective?
• What are the major barriers to effective
communication?
• How can we improve communication with
people at work?
15.1
Effective Communication
• Communication is a process of sending and
receiving messages with meanings attached
• Communication is effective when the receiver
understands the sender’s messages
• Communication is efficient when it is
delivered at a low cost to the sender
• Communication is persuasive when the
receiver acts as the sender intends.
EFFECTIVE COMMUNICATION
Communication Process
Communication
– Process of
sending and
receiving
messages
with
meanings
attached
Use e-mail,
voicemail,
text
messaging
Give and
receive
feedback
Work well in
teams
Write memos,
letters,
reports
Check Your
Communication
Skills
Give
persuasive
presentations
Network with
peers and
mentors
Conduct job
interviews
Run meetings,
contribute to
meetings
EFFECTIVE COMMUNICATION
Communication Process
EFFECTIVE COMMUNICATION
Communication Process
• Effective Communication
– Receiver must understand the sender’s
message
• Efficient Communication
– Communication occurs at minimum cost
EFFECTIVE COMMUNICATION
Communication Process
• Persuasive communication
– Convincing others to accept, support and act
on the message
• Credible communication
– Earns trust, respect and integrity
15.2
Communication Barriers
• Poor use of communication channels makes
it hard to communicate effectively
• Poor written or oral expression makes it hard
to communicate effectively
• Failure to spot nonverbal signals makes it
hard to communicate effectively
• Status differences make it hard to
communicate effectively.
• Physical distractions make it hard to
communicate effectively
COMMUNICATION BARRIERS
Communication Channels
• Poor use makes effective communication
difficult
• Noise interferes with the communication
process
COMMUNICATION BARRIERS
Communication Channels
• Communication channels
– Medium used to carry message
• Channel richness
– Ability of the channel to convey meaning
COMMUNICATION BARRIERS
Communication Channels
• Poor written or oral expression makes it
hard to communicate effectively
COMMUNICATION BARRIERS
Communication Channels
• Nonverbal communication
– Gestures, expressions, posture and
interpersonal space
– Mixed messages
• Words and
nonverbal signals
don’t match
COMMUNICATION BARRIERS
Communication Channels
• Status differences
– Filtering distorts information to make it more
favorable to recipient
COMMUNICATION BARRIERS
Communication Channels
• Physical distractions
– Plan message to minimize distractions and
interruptions
15.3
Improving Communication
• Active listening helps people say what
they really mean
• Constructive feedback is specific, timely
and relevant
• Office spaces can be designed to
encourage interaction and communication
• Transparency and openness ensure that
accurate and timely information is shared
15.3 Continued
Improving Communication
• Appropriate use of technology can
facilitate more and better communication
• Sensitivity and etiquette can improve
cross-cultural communication
IMPROVING COMMUNICATION
Listening
• Active listening
– Helps the source of a message say what he
or she really means
IMPROVING COMMUNICATION
Listening
Listen for message
content
Listen for feelings
Rules for better
listening
Respond to
feelings
Note all cues
Paraphrase and
restate
IMPROVING COMMUNICATION
Feedback
• Feedback
– Process of telling someone else how you feel
about something that person did or said
– Should be
•
•
•
•
•
At the right time
Genuine
Specific
Stick to the essentials
Given in small doses
Proxemics
• Proxemics
– The study of the way we use space
– Physical distance between people conveys
varying intentions in terms of intimacy,
openness, and status.
IMPROVING COMMUNICATION
Openness
• Communication transparency
– Honest, open, accurate and complete
information
• Open-book management
– Employees are given essential financial
information about their employers
IMPROVING COMMUNICATION
Physical Setting
• Work spaces designed to encourage
interaction and communication
– Proxemics
IMPROVING COMMUNICATION
Technology
• Appropriate use of technology can
facilitate more and better communication
– E-mail
– Text
– Social networking
IMPROVING COMMUNICATION
Technology
• Electronic grapevine
– Transmit information around informal
networks inside and outside the organization
IMPROVING COMMUNICATION
Cross-Cultural Communication
• Ethnocentrism
– Consider one’s own culture to be superior
• Cultural etiquette
– Appropriate manners and behavior when
communicating with people from other
cultures