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Unformatted text preview: Instructors Manual Organizational Behavior &amp; Management, 9 th edition Chapter Thirteen: Communication Chapter Synopsis The chapter begins by explaining the eight primary elements in the communication process: communicator , encoding , medium , message , decoding , receiver , feedback , and noise . The authors also distinguish between verbal and nonverbal communication . In a section on communicating within organizations, discussion focuses on the four primary patterns of communications flow upward , downward , horizontal , and diagonal . Communicating externally is discussed, as is communication technology, such as the Internet, e- mail, and social networking. The authors use the Johari Window and its concepts to describe the dynamics of interpersonal communications and to explain effective and ineffective communication. After identifying nine significant barriers to effective communication (differing frames of reference, selective listening, value judgments, source credibility, filtering, in-group language, status differences, time pressure, and communication overload), the chapter concludes with ten strategies for improving communication: follow up, regulating information flow, using feedback developing empathy, using repetition, encouraging mutual trust, effective timing, simplifying language, effective listening, and using the grapevine. Learning Objectives After completing this chapter, students should be able to: 1. Explain the elements in the communication process. 2. Compare the four major directions of communication. 3. Describe the role played by interpersonal communication in organizations. 4. Discuss multicultural communication. 5. Identify significant barriers to effective communication. 6. Describe ways in which communication in organizations can be improved. 13-1 Instructors Manual Organizational Behavior &amp; Management, 9 th edition Key Terms communication The transmission of information and understanding through the use of common symbols. nonverbal communication Messages sent with body posture, facial expressions, and head and eye movements. downward communication Communication that flows from individuals in higher levels of the organizations hierarchy to those in lower levels. upward communication Upward communication flows from individuals at lower levels of the organizational structure to those at higher levels. Among the most common upward communication flows are suggestion boxes, group meetings, and appeal or grievance procedures. horizontal communication Communication that flows across functions in an organization. diagonal communication Communication that cuts across functions and levels in an organization....
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This note was uploaded on 04/06/2012 for the course BUS 5601 taught by Professor Muth during the Spring '09 term at FIT.
- Spring '09