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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- Fall '10
- GORDON
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