Bài giảng Principles of Management - Chapter 17 Communication

chapter 17CommunicationMcGraw-Hill/IrwinPrinciples of Management © 2008 The McGraw-Hill Companies, Inc., All Rights Reserved.Learning ObjectivesOutline the main elements of a communication system.Explain why it is important to match media to a message.Discuss the formal and informal channels through which information flows in organizations.Identify the sources of noise that lead to miscommunication within organizations.Discuss the steps managers can take to counteract noise and improve communication within their organizations.CommunicationThe process by which information is exchanged and understood between peopleTransmitting the sender’s intended meaning is the essence of good communicationManagers Use Communication to:Transmit information about their goals, strategies, expectations, management philosophy, and valuesBuild commitment among subordinates to their programs and policies, convince allies in their network to support them, persuade their bosses that they are performing well, and influence stakeholdersAchieve coordination between different units within an organization, such as R&D, marketing, and productionHelp shape the image of themselves that they present to the worldProfessional Business Communication AdviceDon’t interrupt – this is really looked down uponUse meetings to get to know your co-workersLet speakers in meetings speak freely about their needsAmericans value time, so stick to the issues on the agendaAvoid personal confrontations Don’t tell foreign jokes, they don’t work in translationSource: www.professional-business-communications.comModel of the Communication Process Encode messageForm messageDecode feedbackReceive encoded feedbackForm feedbackEncode feedbackDecode messageReceive encoded messageSender ReceiverTransit message NoiseTransit feedbackCommunication ChannelsVerbal CommunicationNonverbal CommunicationVerbal CommunicationAny oral or written means of transmitting meaning through words including face-to-face meetings, telephone conversations, written memos, and e-mail messagesMedia richness – The volume and variety of information that a sender and receiver can transmit during a specific timeFlaming – The act of sending an emotionally charged message to othersEurope Heads for the E-mailCompany AudienceReach* 5/04Country1. Google36.7%U.S.2. MSN35.7%U.S.3. Microsoft.com33.3%U.S.4. Ebay20.7%U.S.5. Yahoo!19.7%U.S.6. Wanadoo**13.2%France7. Tiscali**10.1%Italy8. Lycos Europe**9.8%Spain9. Amazon9.6%U.S.10. T-Online**9.3%GermanySource: Business Week, July 12, 2004Nonverbal CommunicationAny part of communication that does not use words Messages sent through human actions and behavior rather than wordsFacial gestures, voice intonation, posture, physical distance, and silenceEmotional contagion – the automatic process of “catching” or sharing another person’s emotions by mimicking that person’s facial expressions and other nonverbal behaviorMedia RichnessRich media simultaneously use multiple communication methodsRich media such as face-to-face communication allow immediate feedback from receiver to sender, whereas feedback in lean media, such as written reports, is delayed or nonexistentRich media let the sender customize the message to the receiver. Most face-to-face conversations are developed specifically for one or a few people.Question ______ media allows immediate feedback, whereas feedback from _____ media is delayed or nonexistent.Rich; leanRoutine; ambiguousLean; richAmbiguous; richMatching Media to the Situation Rich MediumRichness of theCommunicationMedium Lean Medium Routine/ Communication situation Nonroutine/ clear ambiguousOverload zone Face-to-face Video conference Telephone Instant massaging E-mail Web-logs NewslettersFinancial statementOversimplified zoneCan We Talk?Face-to-face meetings can trump technologyThe CEO of PBD Worldwide Fulfillment Services in Alpharetta, GA., launched a “no e-mail Fridays” policyHe suspected that overdependence on e-mail at PBD, which offers services like a call center management and distribution, was hurting productivity and perhaps salesIn less than four months, the simple directive has resulted in quicker problem-solving, better team-work, and best of all, happier customers.Recent research suggests that the perils of e-mail are greater than many assume.Source: Business Week, December 4, 2006Writing Skills MatterBusiness undergraduates facing challenge — writing mature research papers for general courses and expressing themselves clearly, confidently, and concisely for a professional audienceOnly 51% of all high school students who took the college entrance exams are prepared for college-level reading, according to a report released last month by the American College Testing Program (ACT)Strong writing skills are crucial for business majors looking to enter the corporate world. Top of the list of recruiting companies’ desired traits: The ability to communicate Source: Business Week Online, April 26, 2006Organizational CommunicationFormal Communication ChannelsInformal Communication ChannelsFormal CommunicationSystems of officially sanctioned channels within an organization that are used regularly to communicate informationDownward communication – occurs when information flows from higher levels within an organization hierarchyUpward communication – occurs when information flows from lower to higher levels within an organization hierarchyHorizontal communication – relationships between individuals Informal CommunicationUnofficial communication channels not formally established by managersPersonal networks – relationships between individualsGrapevine –the spread of unsanctioned information (rumor or gossip) through personal networksCommunication Barriers & Breakdowns (Noise)PerceptionsCultural DifferencesInformation OverloadLanguage BarriersFilteringGender DifferencesPerceptionsThe process of attending to, interpreting, and organizing informationSelective PerceptionStereotypingAttribution ProcessFundamental Attribution ErrorSelf-Serving BiasRecency EffectVague Resume Statements12.6 Communication skills7.2 Team player5.5 Interpersonal skills4.8 Interpersonal skills4.3 Driven4.2 Detail-oriented3.8 Results-oriented3.8 Self-motivated3.2 Problem solver3.1 Highly motivatedSource: Business Week, July 12, 2004 The online consultant, ResumeDoctor.com, looked at 160,000 resumes and found the most common vague statements (% of resumes):Language BarriersJargon – technical language and acronyms as well as recognized words with specialized meaning in specific organizations or social groupsDrop-off – distortion in the content of a message as it passes through a communication systemQuestion In order to effectively communicate with others, you should adapt your jargon to meet the situation. Do you agree? Explain.Information OverloadTimeInformation LoadIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIEmployee’s information processing capacityEpisodes of information overloadImproving CommunicationIMPROVING COMMUNICATIONMatch media to messageFacilitate communication through workspace designCommunicate directly with employeesProactively use the grapevineEngage in active listeningGet your message acrossReduce information overloadActive ListeningResponding *Show interest *Clarify the messageEvaluating *Empathize *Organize informationSensing *Postpone evaluation *Avoid interruptions *Maintain interestActive ListeningCommunicate Directly With EmployeesManagement By Walking Around effective way to counteracting filtering, and it can teach the manager things that might not be transmitted upward through formal channels