Post on 03-Jan-2016
Communication & Communication & Information TechnologyInformation Technology
Ch 11Ch 11
What Is Communication?What Is Communication?CommunicationCommunication
The transfer and understanding of The transfer and understanding of meaning.meaning. Transfer means the message was received in Transfer means the message was received in
a form that can be interpreted by the receiver.a form that can be interpreted by the receiver. Understanding the message is not the same Understanding the message is not the same
as the receiver agreeing with the message.as the receiver agreeing with the message. Interpersonal CommunicationInterpersonal Communication
Communication between two or more peopleCommunication between two or more people Organizational CommunicationOrganizational Communication
All the patterns, network, and systems of All the patterns, network, and systems of communications within an organizationcommunications within an organization
Four Functions of Four Functions of CommunicationCommunication
Functions ofFunctions ofCommunicationCommunication
Functions ofFunctions ofCommunicationCommunication
ControlControlControlControl MotivationMotivationMotivationMotivation
EmotionalEmotionalExpressionExpression
EmotionalEmotionalExpressionExpressionInformationInformationInformationInformation
Functions of CommunicationFunctions of Communication
ControlControl Formal and informal communications act Formal and informal communications act
to control individuals’ behaviors in to control individuals’ behaviors in organizationsorganizations
MotivationMotivation Communications clarify for employees Communications clarify for employees
what is to done, how well they have done what is to done, how well they have done it, and what can be done to improve it, and what can be done to improve performanceperformance
Functions of Communication Functions of Communication (cont’d)(cont’d)
Emotional ExpressionEmotional Expression Social interaction in the form of work Social interaction in the form of work
group communications provides a way group communications provides a way for employees to express themselves.for employees to express themselves.
InformationInformation Individuals and work groups need Individuals and work groups need
information to make decisions or to do information to make decisions or to do their work.their work.
Interpersonal Interpersonal CommunicationCommunication
MessageMessage Source: sender’s intended meaningSource: sender’s intended meaning
EncodingEncoding The message converted to symbolic formThe message converted to symbolic form
ChannelChannel The medium through which the message travelsThe medium through which the message travels
DecodingDecoding The receiver’s retranslation of the messageThe receiver’s retranslation of the message
NoiseNoise Disturbances that interfere with Disturbances that interfere with
communicationscommunications
Distortions in Distortions in CommunicationsCommunications
Message EncodingMessage Encoding The effect of the skills, attitudes, and knowledge of The effect of the skills, attitudes, and knowledge of
the sender on the process of encoding the the sender on the process of encoding the messagemessage
The social-cultural system of the senderThe social-cultural system of the sender The MessageThe Message
Symbols used to convey the message’s meaningSymbols used to convey the message’s meaning The content of the message itselfThe content of the message itself The choice of message formatThe choice of message format Noise interfering with the messageNoise interfering with the message
Distortions in Distortions in Communications (cont’d)Communications (cont’d)
The ChannelThe Channel The sender’s choice of the appropriate channel or The sender’s choice of the appropriate channel or
multiple channels for conveying the messagemultiple channels for conveying the message ReceiverReceiver
The effect of skills, attitudes, and knowledge of The effect of skills, attitudes, and knowledge of the receiver on the process of decoding the the receiver on the process of decoding the messagemessage
The social-cultural system of the receiverThe social-cultural system of the receiver Feedback LoopFeedback Loop
Communication channel distortions affecting the Communication channel distortions affecting the return message from receiver to senderreturn message from receiver to sender
Interpersonal Interpersonal Communication MethodsCommunication Methods
Face-to-faceFace-to-face TelephoneTelephone Group meetingsGroup meetings Formal presentationsFormal presentations MemosMemos Traditional MailTraditional Mail Fax machinesFax machines Employee publicationsEmployee publications Bulletin boardsBulletin boards Audio- and videotapesAudio- and videotapes
HotlinesHotlines E-mailE-mail Computer conferencingComputer conferencing Voice mailVoice mail TeleconferencesTeleconferences VideoconferencesVideoconferences
Evaluating Communication Evaluating Communication MethodsMethods
FeedbackFeedbackComplexity Complexity capacitycapacity
Breadth potentialBreadth potentialConfidentialityConfidentialityEncoding easeEncoding easeDecoding easeDecoding ease
Time-space Time-space constraintconstraint
CostCost Interpersonal Interpersonal warmthwarmth
FormalityFormalityScanabilityScanabilityTime consumptionTime consumption
Interpersonal Interpersonal Communication (cont’d)Communication (cont’d)
Nonverbal CommunicationNonverbal Communication Communication that is transmitted without words.Communication that is transmitted without words.
Sounds with specific meanings or warningsSounds with specific meanings or warnings Images that control or encourage behaviorsImages that control or encourage behaviors Situational behaviors that convey meaningsSituational behaviors that convey meanings Clothing and physical surroundings that imply statusClothing and physical surroundings that imply status
Body language: gestures, facial expressions, and Body language: gestures, facial expressions, and other body movements that convey meaning.other body movements that convey meaning.
Verbal intonation: the emphasis that a speaker Verbal intonation: the emphasis that a speaker gives to certain words or phrases that conveys gives to certain words or phrases that conveys meaning.meaning.
Interpersonal Interpersonal Communication BarriersCommunication Barriers
DefensivenessDefensiveness
NationalNationalCultureCulture EmotionsEmotions
Information Information OverloadOverload
Interpersonal Interpersonal CommunicationCommunication
LanguageLanguage
FilteringFiltering
Barriers to Effective Barriers to Effective Interpersonal Interpersonal
CommunicationCommunication FilteringFiltering
The deliberate manipulation of information to The deliberate manipulation of information to make it appear more favorable to the receiver.make it appear more favorable to the receiver.
EmotionsEmotions Disregarding rational and objective thinking Disregarding rational and objective thinking
processes and substituting emotional processes and substituting emotional judgments when interpreting messages.judgments when interpreting messages.
Information OverloadInformation Overload Being confronted with a quantity of information Being confronted with a quantity of information
that exceeds an individual’s capacity to process that exceeds an individual’s capacity to process it.it.
Barriers to Effective Barriers to Effective Interpersonal Interpersonal
Communication (cont’d)Communication (cont’d) DefensivenessDefensiveness
When threatened, reacting in a way that reduces When threatened, reacting in a way that reduces the ability to achieve mutual understanding.the ability to achieve mutual understanding.
LanguageLanguage The different meanings of and specialized ways The different meanings of and specialized ways
(jargon) in which senders use words can cause (jargon) in which senders use words can cause receivers to misinterpret their messages.receivers to misinterpret their messages.
National CultureNational Culture Culture influences the form, formality, openness, Culture influences the form, formality, openness,
patterns and use of information in patterns and use of information in communications.communications.
Overcoming the Barriers to Overcoming the Barriers to Effective Interpersonal Effective Interpersonal
CommunicationsCommunications
Use FeedbackUse Feedback Simplify LanguageSimplify Language
Listen ActivelyListen Actively Constrain EmotionsConstrain Emotions
Watch Nonverbal CuesWatch Nonverbal Cues
Types of Organizational Types of Organizational CommunicationCommunication
Formal CommunicationFormal Communication Communication that follows the official chain of Communication that follows the official chain of
command or is part of the communication required command or is part of the communication required to do one’s job.to do one’s job.
Informal CommunicationInformal Communication Communication that is not defined by the Communication that is not defined by the
organization’s hierarchy.organization’s hierarchy. Permits employees to satisfy their need for social Permits employees to satisfy their need for social
interactioninteraction Can improve an organization’s performance by creating Can improve an organization’s performance by creating
faster and more effective channels of communication.faster and more effective channels of communication.
Communication FlowsCommunication Flows
Lateral Lateral
Diagonal
Diagonal
DDoowwnnwwaarrdd
UUppwwaarrdd
Direction of Communication Direction of Communication FlowFlow
DownwardDownward Communications that flow from managers Communications that flow from managers
to employees to inform, direct, coordinate, to employees to inform, direct, coordinate, and evaluate employees.and evaluate employees.
UpwardUpward Communications that flow from Communications that flow from
employees up to managers to keep them employees up to managers to keep them aware of employee needs and how things aware of employee needs and how things can be improved to create a climate of can be improved to create a climate of trust and respect.trust and respect.
Direction of Communication Direction of Communication Flow (cont’d)Flow (cont’d)
Lateral (Horizontal) CommunicationLateral (Horizontal) Communication Communication that takes place among Communication that takes place among
employees on the same level in the employees on the same level in the organization to save time and facilitate organization to save time and facilitate coordination.coordination.
Diagonal CommunicationDiagonal Communication Communication that cuts across both work Communication that cuts across both work
areas and organizational levels in the interest of areas and organizational levels in the interest of efficiency and speed.efficiency and speed.
Types of Communication Types of Communication NetworksNetworks
Chain NetworkChain Network Communication flows according to the formal Communication flows according to the formal
chain of command, both upward and downward.chain of command, both upward and downward. Wheel NetworkWheel Network
All communication flows in and out through the All communication flows in and out through the group leader (hub) to others in the group.group leader (hub) to others in the group.
All-Channel NetworkAll-Channel Network Communications flow freely among all members Communications flow freely among all members
of the work team.of the work team.
The GrapevineThe Grapevine
An informal organizational An informal organizational communication network that is active communication network that is active in almost every organization.in almost every organization. Provides a channel for issues not suitable Provides a channel for issues not suitable
for formal communication channelsfor formal communication channels The impact of information passed along The impact of information passed along
the grapevine can be countered by open the grapevine can be countered by open and honest communication with and honest communication with employees.employees.
Information TechnologyInformation Technology
Benefits of Information Technology (IT)Benefits of Information Technology (IT) Increased ability to monitor individual and Increased ability to monitor individual and
team performanceteam performance Better decision making based on more Better decision making based on more
complete informationcomplete information More collaboration and More collaboration and
sharing of informationsharing of information Greater accessibility Greater accessibility
to coworkersto coworkers
Information Technology Information Technology (cont’d)(cont’d)
Networked Computer SystemsNetworked Computer Systems Linking individual computers to Linking individual computers to
create an organizational network create an organizational network for communication and information for communication and information sharing.sharing. E-mailE-mail Instant messagingInstant messaging Voice-mailVoice-mail Fax machinesFax machines Electronic Data Exchange (EDI)Electronic Data Exchange (EDI) TeleconferencingTeleconferencing VideoconferencingVideoconferencing
Information Technology Information Technology (cont’d)(cont’d)
Types of Network SystemsTypes of Network Systems IntranetIntranet
An internal network that uses Internet An internal network that uses Internet technology and is accessible only to technology and is accessible only to employees.employees.
ExtranetExtranet An internal network that uses Internet An internal network that uses Internet
technology and allows authorized technology and allows authorized users inside the organization to users inside the organization to communicate with certain outsiders communicate with certain outsiders such as customers and vendors.such as customers and vendors.
Wireless capabilitiesWireless capabilities
How IT Affects OrganizationHow IT Affects Organization
Removes the constraints of time and distanceRemoves the constraints of time and distance Allows widely dispersed employees to work Allows widely dispersed employees to work
together.together. Provides for the sharing of informationProvides for the sharing of information
Increases effectiveness and efficiency.Increases effectiveness and efficiency. Integrates decision making and workIntegrates decision making and work
Provides more complete information and Provides more complete information and participation for better decisionsparticipation for better decisions
Creates problems of constant accessibility to Creates problems of constant accessibility to employeesemployees Blurs the line between work and personal livesBlurs the line between work and personal lives
Current Communication Current Communication IssuesIssues
Being connected versus being concernedBeing connected versus being concerned Managing Internet gripe sites as a valuable Managing Internet gripe sites as a valuable
resource for unique insights into the resource for unique insights into the organization.organization. Employee complaints (“hot-button” issues)Employee complaints (“hot-button” issues) Customer complaintsCustomer complaints
Responding to Internet gripe sitesResponding to Internet gripe sites Recognized them as a valuable source of informationRecognized them as a valuable source of information Post message that clarify misinformationPost message that clarify misinformation Take action to correct problems noted on the siteTake action to correct problems noted on the site Set up an internal gripe siteSet up an internal gripe site Continue to monitor the public gripe siteContinue to monitor the public gripe site
Current Communication Current Communication Issues (cont’d)Issues (cont’d)
Managing the Organization’s Managing the Organization’s Knowledge ResourcesKnowledge Resources Build online information databases that Build online information databases that
employees can accessemployees can access Create “communities of practice” for Create “communities of practice” for
groups of people who share a concern, groups of people who share a concern, share expertise, and interact with each share expertise, and interact with each other.other.
Communication and Communication and Customer ServiceCustomer Service
Communicating Effectively with CustomersCommunicating Effectively with Customers Recognize the three components of the Recognize the three components of the
customer service delivery processcustomer service delivery process The customerThe customer The service organizationThe service organization The service providerThe service provider
Develop a strong service culture focused on the Develop a strong service culture focused on the personalization of service to each customer.personalization of service to each customer. Listen and respond to the customerListen and respond to the customer Provide access to needed service informationProvide access to needed service information
““Politically Correct” Politically Correct” CommunicationCommunication
Do not use words or phrases that Do not use words or phrases that stereotype, intimidate, or offend stereotype, intimidate, or offend individuals based on their differences.individuals based on their differences.
However, choose words carefully to However, choose words carefully to maintain as much clarity as possible maintain as much clarity as possible in communications.in communications.