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Communicating
Chapter Fifteen
McGraw-Hill/Irwin
Copyright © 2013 by The McGraw-Hill Companies, Inc. All rights reserved.
Learning Objectives
LO 1 Discuss important advantages of twoway communication.
LO 2 Identify communication problems to
avoid.
LO 3 Describe when and how to use the
various communication channels.
LO 4 Summarize ways to become a better
“sender” and “receiver” of information.
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Learning Objectives (cont.)
LO 5 Explain how to improve downward,
upward, and horizontal
communication.
LO 6 Summarize how to work with the
company grapevine.
LO 7 Describe the boundaryless
organization and its advantages.
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Interpersonal Communication
Communication
 The transmission of information and meaning
from one party to another through the use of
shared symbols
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One-Way versus Two-Way
Communication
One-way communication
 A process in which information flows in only
one direction—from the sender to the
receiver, with no feedback loop.
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A Model of One-Way
Communication
Figure 15.1
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Communication Pitfalls
Perception
 The process of
receiving and
interpreting
information
Filtering
 The process of
withholding, ignoring,
or distorting
information
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Oral and Written Channels
Oral
Written
communication
communication
 includes face-to-face
discussion, telephone
conversations, and
formal presentations
and speeches
 includes e-mail,
memos, letters,
reports, computer
files, and other
written documents
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Electronic Media
Web 2.0
 A set of Internet-based applications that
encourage user-provided content and
collaboration
 social networking, podcasts, RSS, and wikis
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Virtual Office
Virtual office
 A mobile office in which people can work
anywhere, as long as they have the tools to
communicate with customers and
colleagues.
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Listening
Reflection
 Process by which a
person states what he
or she believes the
other person is saying
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Ten Keys to Effective Listening
Find an area of
interest
Judge content, not
delivery
Hold your fire
Listen for ideas
Be flexible
Resist distraction
Exercise your mind.
Keep your mind
open
Capitalize on
thought speed
Work at listening
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Organizational Communication
Downward communication
 Information that flows from higher to lower
levels in the organization’s hierarchy
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Information Loss in
Downward Communication
Figure 15.2
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Organizational Communication
Upward
communication
 Information that flows
from lower to higher
levels in the
organization’s
hierarchy.
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