MGNT110 NOTES.docx

Hierarchy of channel richness is influenced by 1

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Hierarchy of channel richness is influenced by: 1. Ability to handle multiple cues simultaneously 2. Ability to facilitate rapid, two-way feedback 3. Ability to establish a personal focus A continuum of channel richness Hierarchy of communication media richness
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New communication technologies Compared to traditional communication options new technologies: Are faster Allow communication between geographically dispersed participants Allow for asynchronous communication Also differ on: Ways of addressing messages Memory, storage and retrieval Cues Organisational and workplace communication Concerns organisation as a whole Typically flow in three directions: Downward, Upward, and Horizontal Managers use formal as well as informal communication channels Communication at Work Expressive organisations Communicate identity to internal/external audiences and integrates levels of communication, different audiences, and aligns corporate communication Strong corporate identity integrates vision (strategy), culture (employees), and image (brand) Vision/culture gap, Image/culture gap, and Image/vision gap. Communicating among people Effective communication requires: Open communication climate Choice of communication channels Ability to persuade Ability to listen and ask relevant questions Awareness of gender differences in communication Awareness of non-verbal communication
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Open communication Communicating to persuade and influence Is a key function of communication. Key tactics: Establish credibility Build goals on common ground Connect emotionally Use multiple media Formal communication channels Involves written and verbal ways of exchanging information among people who have recognised status in the organisation Primary forms: Downward and upward, Traditional, vertically organised companies Today’s organisations emphasise horizontal communication: Sharing information across departments and levels Downward, upward and horizontal communication
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Downward communication Refers to messages and information sent from top management down to employees Typically involves: 1 Goals and strategies 2 Job instructions and rationale 3 Procedures and practices 4 Performance feedback 5 Coaching and training Upward communication Includes messages that flow from the lower to the higher levels of the organisation's hierarchy Five types of information communicated upward: 1. Problems and exceptions 2. Suggestions for improvement 3. Performance reports 4. Grievances and disputes 5. Financial and accounting information Horizontal communication Refers to the lateral or diagonal exchange of messages among peers or co-workers 3 main categories: 1 Intradepartmental problem solving 2 Interdepartmental coordination 3 Change initiatives and improvements Listening Involves the skill of grasping facts as well as feelings to interpret a message’s genuine meaning Is a vital link in the communication process Can also refer to managers’ use of blogs: To stay in touch with employees and customers Interpersonal skills required
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