Management Chapter 12: Managers and Communication PDF

Management Thirteenth Canadian Edition Chapter 12 Managers and Communication Copyright © 2022 Pearson Canada Inc. The Nature and Function of Communication (1 of 2) What is Communication? Communica...

Management Thirteenth Canadian Edition Chapter 12 Managers and Communication Copyright © 2022 Pearson Canada Inc. The Nature and Function of Communication (1 of 2) What is Communication? Communication: the transfer and understanding of meaning. Interpersonal communication: communication between two or more people. Organizational communication: all the patterns, networks, and systems of communications within an organization. The Nature and Function of Communication (2 of 2) Functions of Communication? Control Motivation Emotional Expression Information Methods and Challenges of Interpersonal Communication (1 of 5) Message: a purpose to be conveyed. Encoding: converting a message into symbols. Channel: the medium a message travels along. Decoding: a receiver’s translation of a sender’s message. Interpersonal Communication Process: the seven elements involved in transferring meaning from one person to another. Noise: disturbances that interfere with the transmission, receipt, or feedback of a message. Exhibit 12.1 The Interpersonal Communication Process Effective Interpersonal Communication (2 of 2) Overcoming the Barriers Use Feedback: Many communication problems, directly attributable to misunderstanding and inaccuracies, are less likely to occur if the manager gets feedback, both verbal and nonverbal. Simplify Language: Effective communication is achieved when a message is both received and understood. Listen Actively: Active listening - listening for full meaning without making premature judgments or interpretations. Constrain Emotions: calm down and get emotions under control before communicating. Exhibit 12.3 Active Listening Behaviours SOURCES: Based on J. V. Thill and C. L. Bovee, Excellence in Business Communication, 9th ed. (Upper Saddle River, NJ: Prentice Hall, 2011), pp. 48–49; and S. P. Robbins and P. L. Hunsaker, Training in Interpersonal Skills, 5th ed. (Upper Saddle River, NJ: Prentice Hall, 2009), pp. 90–92. Effective Organizational Communication (1 of 5) Formal vs. Nonformal communication Formal communication: takes place within prescribed organizational work arrangements. Informal communication: is not defined by the organization’s structural hierarchy. Effective Organizational Communication (4 of 5) Organizational Communications Network Communication networks: the variety of patterns of vertical and horizontal flows of organizational communication. Grapevine: The informal organizational communication network. Provides a channel for issues not suitable for formal communication channels. The impact of information passed along the grapevine can be countered by open and honest communication with employees. Exhibit 12.4 Organizational Communication Networks Effective Organizational Communication (5 of 5) Workplace Design and Communication Open Workplaces: Workplaces with few physical barriers and enclosures. Communication in the Internet and Social Media Age (2 of 6) The 24/7 Work Environment IT has made it possible to stay connected around the clock, seven days a week. IT has made it possible for people in organizations to be fully accessible, at any time, regardless of where they are. During the COVID-19 pandemic, the stigma of working from home was lifted. Employees don’t have to be at their desks to communicate with others in the organization. Communication in the Internet and Social Media Age (5 of 6) Privacy Issues The widespread use of voice mail and email at work has led to some ethical concerns as well. These forms of communication are not necessarily private, because employers have access to them. Communication in the Internet and Social Media Age (6 of 6) Choosing the right media Electronic media are effective and efficient methods for communicating relatively straightforward information to one or more individuals. Exchanging confidential information about an employee’s performance or a company’s competitive secrets (complex issues) should be left for face-to-face meetings or telephone conversations. The electronic form of face-to-face meetings, videoconferencing, can bring geographically dispersed colleagues together to share multiple perspectives of key stakeholders. Communication Issues in Today’s Organizations (3 of 7) Communicating with Customers Recognize the three components of the customer service delivery process: The customer The service organization The individual service provider Develop a strong service culture focused on the personalization of service to each customer: Listen and respond to the customer Provide access to needed service information Communication Issues in Today’s Organizations (4 of 7) Getting Employee Input In today’s challenging environment, companies need to get input from their employees. Exhibit 12.5 How to Let Employees Know Their Input Matters Communication Issues in Today’s Organizations (5 of 7) Communicating Ethically Ethical communication: communication that includes all relevant information, is true in every sense, and is not deceptive in any way. Communication Issues in Today’s Organizations (6 of 7) Communicating Ethically Guidelines for encouraging ethical communications: Has the situation been defined fairly and accurately? Why is the message being communicated? How will the people who may be receive or affected by the message be impacted? Communication Issues in Today’s Organizations (7 of 7) Communicating Ethically Guidelines for encouraging ethical communications (cont.): Does the message help achieve the greatest possible good while minimizing possible harm? Will this decision that appears to be ethical now seem so in the future? How comfortable are you with your communication effort? What would a person you admire think of it?  Becoming a Better Communicator (1 of 4) Sharpening Your Persuasion Skills Persuasion skills: Skills that enable a person to influence others to change their minds or behavior. Speaking skills: skills that refer to the ability to communicate information and ideas by talking so others will understand. Writing skills: skills that entail communicating effectively in text as appropriate for the needs of the audience Reading skills: skills that entail an understanding of written sentences and paragraphs in work-related documents.