11 - CHAPTER ELEVEN Managerial Communicationand...

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C H A P T E R E L E V E N Managerial  Communication and  Information Technology 11 Chapter Outline 132
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Introduction Understanding Communication What Is Communication? Functions of Communication Interpersonal Communication Methods of Communicating  Interpersonally Barriers to Effective Interpersonal  Communication Filtering Emotions Information Overload Defensiveness Language National Culture Overcoming the Barriers  Use Feedback Simplify Language Listen Actively Constrain Emotions Watch Nonverbal Cues Organizational Communication Formal Versus Informal Communication Direction of Communication Flow Downward Communication Upward Communication Lateral Communication Diagonal Communication Organizational Communication Networks Types of Communication Networks The Grapevine Understanding Information Technology How Technology Affects Managerial  Communication Networked Computer Systems Wireless Capabilities How Information Technology Affects  Organizations Communication Issues in Today’s      Organization Managing Internet Gripe Sites Managing the Organization’s Knowledge  Resources The Role of Communication in Customer  Service A s organizational workforces become more and more diverse and widespread throughout the world, communications issues increase in importance. Tom Frainier, CEO of Semifreddi’s, an artisan- bread baker in Emeryville, California, has experienced this “communication breakdown” firsthand. Frainier and his workers, who come mostly from Mexico, Laos, China, Peru, Cambodia, Yemen, and Vietnam, realized the need for clear communication when Frainier asked the workers not to park in spaces reserved for customers. Some employees misunderstood and thought that he was telling them not to drive to work. Frainier realized his mistake was assuming understanding just because he was talking slowly and loudly. Put yourself in Tom Frainier’s position. What could he do to improve the effectiveness of his communications? 133
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C H A P T E R E L E V E N Communication and  Information Technology 11 Lecture Outline 134
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Introduction Understanding Communication What Is Communication? Functions of Communication Interpersonal Communication Methods of Communicating  Interpersonally Barriers to Effective Interpersonal  Communication Filtering Emotions Information Overload Defensiveness Language National Culture Overcoming the Barriers  Use Feedback Simplify Language Listen Actively Constrain Emotions Watch Nonverbal Cues Organizational Communication Formal Versus Informal Communication Direction of Communication Flow Downward Communication Upward Communication Lateral Communication Diagonal Communication Organizational Communication Networks Types of Communication Networks The Grapevine Understanding Information Technology How Technology Affects Managerial  Communication Networked Computer Systems Wireless Capabilities
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This note was uploaded on 12/31/2009 for the course FSD FSD taught by Professor Vinh during the Spring '09 term at ITT Tech Flint.

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11 - CHAPTER ELEVEN Managerial Communicationand...

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