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Chapter 16 Managing Communication Effective Management, by Williams South-Western College Publishing Copyright © 2002 2 What Would You Do? Communication at Buckman Laboratories Why are people in different parts of the company reluctant to talk with each other? How can sales be better linked to technical support? What are other options to email? Effective Management, by Williams South-Western College Publishing Copyright © 2002 3 Learning Objectives Communication After discussing this section, you should be able to: explain the role that perception plays in communication and communication problems. describe the communication process and the various kinds of communication in organizations. Effective Management, by Williams South-Western College Publishing Copyright © 2002 Perception and Communication Problems 4 Basic Perception Process Perception Problems Perceptions of Others Self-Perception Effective Management, by Williams South-Western College Publishing Copyright © 2002 5 Perception Basics Perception is the process by which individuals make sense of their world Perceptual filters how people experience stimuli personality-, psychology-, or experiencebased differences Effective Management, by Williams South-Western College Publishing Copyright © 2002 6 Basic Perception Process Stimulus Stimulus Stimulus Perceptual Attention Filter Perceptual Organization Filter Perceptual Interpretation Filter Perceptual Retention Filter Adapted From Figure 16.1 Effective Management, by Williams South-Western College Publishing Copyright © 2002 7 Perception Problems Selective perception notice and accept stimuli which are consistent with our values and beliefs ignore inconsistent stimuli Closure tendency to fill in the gaps when information is missing we assume that what we don’t know is consistent with what we do knowEffective Management, by Williams South-Western College Publishing Copyright © 2002 8 Perceptions of Others Attribution theory we have a need to understand others’ behavior we want to know the causes of others’ behavior Causes can be internal or external attributions the behavior was voluntary or under their control the behavior was involuntary and beyond Effective Management, by Williams South-Western College Publishing their control Copyright © 2002 9 Attribution Bias and Error Defensive Bias Fundamental Attribution Error Effective Management, by Williams South-Western College Publishing Copyright © 2002 10 Self-Perception We also evaluate ourselves and our environment Self-serving bias attribute successes to ourselves - internal attribute failures to the environment external Effective Management, by Williams South-Western College Publishing Copyright © 2002 11 Kinds of Communication The Communication Process Formal Communication Channels Informal Communication Channels Coaching & Counseling Nonverbal Communication Effective Management, by Williams South-Western College Publishing Copyright © 2002 The Interpersonal Communication Process Sender Message to be Conveyed N o i s e N N oEncode o i i Message s s e e Transmit Message Adapted From Figure 16.2 12 Receiver Message that was Understood N o i s e N o i s e N o i s e N o i s e N o i s e N o i s e N N o o Decode i i Message s s e e N o i s e Receive Message Effective Management, by Williams South-Western College Publishing Copyright © 2002 13 Noise occurs if: The sender is unsure what message to communicate The message is not clearly encoded The wrong channel is chosen The message is improperly decoded The receiver lacks experience or time Conduit Metaphor Effective Management, by Williams South-Western College Publishing Copyright © 2002 14 Formal Communication Channels The system of official channels Downward communication top down Upward communication bottom up Horizontal within a level Effective Management, by Williams South-Western College Publishing Copyright © 2002 15 Improving Formal Communication Decrease reliance on downward communication Increase chances for upward communication Encourage much greater use of horizontal communication Be aware of communication problems Effective Management, by Williams South-Western College Publishing Copyright © 2002 16 Informal Communication Channels Transmitting messages outside the formal communication channels The “grapevine” Highly accurate information is timely senders seek feedback accuracy can be verified Effective Management, by Williams South-Western College Publishing Copyright © 2002 17 Grapevine Communication Networks Gossip Chain Adopted from Figure 16.3 Cluster Chain Effective Management, by Williams South-Western College Publishing Copyright © 2002 18 Managing the Grapevine Don’t withhold information from it Don’t punish those who use it Feed information to it Use if as a source of information Effective Management, by Williams South-Western College Publishing Copyright © 2002 Coaching and Counseling: One-onOne Communication 19 Coaching communicating with someone for the direct purpose of improving the person’s performance Counseling communicating with someone about non-job related issues issues may be affecting a person’s performance Effective Management, by Williams South-Western College Publishing Copyright © 2002 20 Nonverbal Communication Any communication that doesn’t involve words Kinesics body and face movements Paralanguage the pitch, tone, rate, volume, and speaking pattern of a person’s voice Effective Management, by Williams South-Western College Publishing Copyright © 2002 Learning Objectives Improving Communication 21 After discussing this section, you should be able to: explain how managers can manage effective oneon-one communication. describe how managers can manage effective organization-wide communication. Effective Management, by Williams South-Western College Publishing Copyright © 2002 22 Managing One-on-One Communication Choosing the Right Communication Medium Listening Giving Feedback Improving CrossCultural Communication Effective Management, by Williams South-Western College Publishing Copyright © 2002 Choosing the Right Communication Medium 23 The method used to deliver a message Oral communication from face-to-face to video conferencing a rich, popular medium Written communication from letters to email good for conveying information Effective Management, by Williams South-Western College Publishing Copyright © 2002 24 Listening Hearing v. Listening Active Listening Emphatic Listening Effective Management, by Williams South-Western College Publishing Copyright © 2002 25 Becoming an Active Listener Clarify responses ask questions to clear up ambiguities Paraphrase responses restating speaker’s comments in your own words Summarize responses review the speaker’s main points Effective Management, by Williams South-Western College Publishing Copyright © 2002 26 Becoming an Emphatic Listener Show your desire to understand listen first talk about what’s important to the other Reflecting feelings focus on the emotional part of the message more than just restating words Effective Management, by Williams South-Western College Publishing Copyright © 2002 27 Giving Feedback Destructive Feedback Constructive Feedback Effective Management, by Williams South-Western College Publishing Copyright © 2002 28 Making Feedback Effective Give immediate feedback don’t delay feedback discuss performance while the memory is vivid Make feedback specific focus on definite behavior and time-frame make sure behavior was controllable Make feedback problem-oriented Management, by Williams focus on behavior not personalityEffective South-Western College Publishing Copyright © 2002 Improving Cross-Cultural Communication 29 Effective Management, by Williams South-Western College Publishing Copyright © 2002 30 Cross-Cultural Temporal Concepts Appointment time how punctual you must be Schedule time time when projects should be completed Discussion time how much time should be spent in discussions Acquaintance time how much small-talk is required Effective Management, by Williams South-Western College Publishing Copyright © 2002 31 Managing Organization-Wide Communication Improving Transmission: Getting the Message Out Improving Reception: Hearing What Others Feel & Think Effective Management, by Williams South-Western College Publishing Copyright © 2002 Improving Transmission: Getting the Message Out e-mail 32 Online discussion forums Televised/videotaped Corporate speeches and talk shows conferences Broadcast voice mail Effective Management, by Williams South-Western College Publishing Copyright © 2002 Improving Reception: Hearing What Others Feel & Think 33 Company hotlines call and leave anonymous comments Survey feedback information gathered from questionnaires Informal meetings with top executives directly “hear” employees Effective Management, by Williams South-Western College Publishing Copyright © 2002 34 What Really Happened? Communication at Buckman Laboratories Different departments had different perceptual filters Created K’Netix - online discussion group K’netix allowed quickly allowed questions to reach the right expert Effective Management, by Williams South-Western College Publishing Copyright © 2002