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Management 12e richard draft chapter 17

Chapter 17
Managing Communication

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.


Communication Is the
Manager’s Job


Today’s complex business environment depends on effective
communication



Managers spend 80% of their day communicating



48 minutes of every hour is spent:
On the telephone

Communicating online
Talking informally



Communication permeates every management function



Manager’s communication is purpose-directed―directs
everyone’s attention toward the goals
© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

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What is Communication?

Communication is the process by which
information is exchanged and understood by
two or more people, usually with the intent to
motivate or influence behavior

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

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17.1 The Manager as
Communication Champion

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

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17.2 A Model of
Communication

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.


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Climate of Trust and Openness


Open communication and dialogue encourage
honesty



Enhanced interpersonal skills can also foster
openness, honesty, and trust



Using multiple channels increases effectiveness
of communication



Organizational structure should fit
communication needs

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.


Communicating Among People


Open Communication means sharing all types
of information throughout the organization



Centralized network: team members
communicate through one individual



Decentralized network: individuals communicate
freely with other team members.

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

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17.3 Communication Networks

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

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Communication Channels


Managers must choose appropriate channels to
convey messages
Routine versus nonroutine messages



Each communication channel has advantages
and disadvantages



Channel richness – the amount of information
that can be communicated in an episode

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

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17.4 A Continuum of Channel
Richness

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

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Communicating to Persuade
and Influence Others


Issuing directives is no longer effective To
persuade and influence
Establish credibility
Build goals on common ground
Connect emotionally
Use multiple media to send important messages

Communication Apprehension- fear of
communication
© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

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Communicating with Candor


A confident, positive approach
Use “I statements”

Stick to facts rather than judgments

Be clear, specific, direct in your requests.
© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

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Asking Questions


Asking questions builds trust and openness
between managers and employees



Asking questions builds critical thinking skills



Questions stimulate the mind and give people a
chance to make a difference

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

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Listening
The skill of grasping both facts and feelings to
interpret a message’s meaning


Listening to employees and customers is important



Information in organizations flows from the bottom up
Managers today know the importance of feedback



Blogs are being used to stay in touch with employees
and customers

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

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17.5 Ten Keys to Effective
Listening

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

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Nonverbal Communication


Message sent through human actions and behavior
Body language
Facial expressions
Gestures
Touch
Use of space



Can express enthusiasm, warmth, confidence,
arrogance, indifference, and displeasure

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

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Workplace Communication


Four elements of workplace communication
Using social media to improve internal and

external communication
Using informal, personal communication

channels
Establishing formal communication channels
Developing strategies for crisis communication

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

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Social Media


Listening to customers



Communicating to customers



Engaging employees

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

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Personal Communication
Channels


Personal communication may exist with formal
channels



Personal communication network is personal
networking across organizational boundaries



The grapevine “gossip” can be a valuable tool
for managers; it links people across the
organization



Written communication is a key skill with the
growth of e-mail and collaboration

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

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17.6 An Organizational
Communication Network

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

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17.7 Downward, Upward, and Horizontal
Communication in Organizations

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

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Tips for Improving Writing Skills
 Respect the reader
 Know your point and get to it
 Write clearly rather than
impressively
 Get a second opinion

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

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Crisis Communication


Communication is crucial during times of crisis



Management skills for dealing with crisis:
Stay calm, listen hard
Be visible
Get the awful truth out
Communicate a vision for the future

© 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

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