bateman.Chap015.2

bateman.Chap015.2 - Communicating Communicating Question of...

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Unformatted text preview: Communicating Communicating Question of the Day Question One year ago Tony Hayward was a brainy CEO leading the turnaround of BP. Now he has been fired. The replacement of Mr. Hayward demonstrates the critical management need of senior managers to be good communicators. Why does Mr. Hayward’s story serve as a cautionary tale for other CEO’s? What is expected of CEO’s during a crisis? “The single biggest The problem with communication is the illusion it has not taken place.” G.B. G.B. Shaw 15-3 Interpersonal Communication Interpersonal Communication • The transmission of information and meaning from one party to another through the use of shared symbols 15­4 Importance of Communications Linking process communications underlies all of the management functions Blake & Mouton communication is the most frequent source of management problems Time devoted to communications communications consume 80% of work day for most managers e-mail - changed organizational communications communication networks (p. 573) volume of communication received depends on degree of centralization of the network and one’s position in it Interpersonal Communication Interpersonal Noise • interference in the system • blocks perfect understanding. Examples of Noise • ringing telephones • thoughts about other things • simple fatigue or stress. 15­6 One-Way versus Two-Way Communication Communication One­way communication • A process in which information flows in only one direction—from the sender to the receiver, with no feedback loop. 15­7 Information Loss in Information Downward Communication Figure 15.2 15­8 One-Way versus Two-Way Communication Communication Two­way communication • A process in which information flows in two directions—the receiver provides feedback, and the sender is receptive to the feedback. 15­9 Communication Process by which information is exchanged and understood by two or more people Ideation Sender Encoding Transmission Receive/Decode Receiver Feedback Misunderstanding may be worse than not understanding at all Question Question ___________ is the process of withholding, ignoring, or distorting information A.Perception B.Filtering C.Acuity D.Discernment 15­11 Oral and Written Channels Oral Oral communication • Face­to­face discussions, telephone conversations, formal presentations, and speeches Written communication • E­mail, memos, reports, computer files, and other written documents Electronic Communications Information Overload Information 15­13 Other Barriers to Effective Communications Communications * Physical noise Physical * Perceptions * Organizational distance * Physical distance & time * No common knowledge * Distractions * Semantics * Communications style Virtual Office Virtual Virtual office • A mobile office in which people can work anywhere, as long as they have the tools to communicate with customers and colleagues. 15­15 Media Richness Media The degree to which a communications channel conveys information Examples • A telephone call is less media rich than face­ to­face communications • Memos are less rich then a telephone call Improving Communication Skills Improving Sender skills • • • • Presentation and persuasion skills Writing skills Language Nonverbal skills • • • • Listening Reflection Reading Observing Receiver skills Managing Upward Communication Communication Upward communication • Information that flows from lower to higher levels in the organization’s hierarchy Horizontal communication • Information shared among people on the same hierarchical level Informal communication • The grapevine is the informal communication network Boundaryless organizations • Organizations in which there are no barriers to information flow Question Question What is the social network of informal communications? A.Second Life B.Facebook C.Grapevine D.Scuttlebutt 15­19 Informal Communication Informal Grapevine • the social network of informal communications. • provides people with information • helps them solve problems • teaches them how to do their work successfully 15­20 Boundarylessness Boundarylessness Boundaryless organization • Organization in which there are no barriers to information flow • implies information available as needed moving quickly and easily enough so that the organization functions far better as a whole than as separate parts. 15­21 4 Kinds of Boundaries/ Barriers Kinds Floors & ceilings Internal walls External walls Global BOUNDRYLESS ...
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