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Management meeting and exceeding customer expectation 8th ch13

Communication:
Interpersonal and
Organizational

Chapter 13

MANAGEMENT
Meeting and Exceeding Customer Expectations
EIGHTH EDITION
Prepared by
Deborah Baker
Texas Christian University
Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

1


learning objectives
1. Discuss the importance of communication
in organizations


2. Diagram the communication process and
label all its parts

3. List and explain the barriers to interpersonal
communication and suggest remedies to
overcome them

4. Describe the uses of downward, horizontal,
Chapter 13

and upward communication channels

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

2


learning objectives

(continued)

5. Describe the informal communication
channel known as the grapevine

6. List and explain the barriers to organizational
communication and suggest remedies to
overcome them

7. Describe the responsibilities of senders and

Chapter 13

receivers during the communication process

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

3


Communication



11

Chapter 13

Communication
Communication allows
allows sharing
sharing of…
of…
Attitudes
Attitudes

Values
Values

Emotions
Emotions

Ambitions
Ambitions

Wants
Wants

Needs
Needs

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

4


22

Communication

Chapter 13

Communication
Communication

The transmission of information
and understanding from one
person or group to another

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

5


22

Communication Process
Message
Message

Sender
Sender

Me
di
um

Receiver
Receiver

Chapter 13

Feedback

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

6


22

Mediums of Communication
Spoken
Spokenwords
words

Verbal
Verbal
Written
Written words
words

Chapter 13

Nonverbal
Nonverbal

Images
Images

Gestures
Gestures

Facial
Facial
expressions
expressions

Body
Body
language
language

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

7


Choice of Medium

22

Factors
Factors Influencing
InfluencingChoice
Choice






The content of the message
The importance of feedback
The number of intended receivers
The receiver’s and sender’s preferences
and characteristics

 The sender’s and receiver’s locations and
environments
Chapter 13

 The technologies available
Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

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22

Written Forms of Communication
Letters
Letters

Outlines
Outlines

Memos
Memos

Reports
Reports

Disadvantages
Disadvantages

 Impersonal
 Do not provide the immediacy of
Chapter 13

face-to-face contact

 Do not elicit immediate feedback
Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

9


22

Interpersonal Communication

Chapter 13

Interpersonal
Interpersonal
Communication
Communication

Face-to-face or voice-to-voice
conversations that take place in
real time and allow instant
feedback

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

10


22

Communication and Teams
Exchange
Exchange views
views
Discuss
Discuss work
work
Deliberate
Deliberate on
on aa problem
problem

Chapter 13

Transmit
Transmit information
information

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

11


22

Communication and Teams
r
e
d
a
Le

Go
al
s

Team
Members
Share…

Chapter 13

De Mu
pe tua
nd l
en
cy

ed s
t
la t ie
e
R tivi
Ac

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

12


Chapter 13

22

Communication and Teams

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

13


Chapter 13

33

Barriers to Interpersonal
Communication
Diction
Diction and
and Semantics
Semantics

Differing
Differing Perceptions
Perceptions

Expectations
Expectations of
of
Familiarity
Familiarity

Conflicting
Conflicting Nonverbal
Nonverbal
Communication
Communication

Sources
Sources Lack
Lack of
of
Credibility
Credibility

Emotions
Emotions

Preconceived
Preconceived Notions
Notions

Noise
Noise

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

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33

Diction and Semantics
Diction
Diction

Semantics
Semantics

Chapter 13

Jargon
Jargon

The choice and use of words in
speech and writing

The study of the meaning
of words

The specialized or technical
language of a trade, profession,
subculture, or other group

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

15


44

Formal Downward Channels

Chapter 13

DOWNWARD
DOWNWARDCOMMUNICATION
COMMUNICATION
CEO’s vision

Job designs

Changes in rules/procedures

Performance appraisals

Company mission

Policies

Delegation of authority

Solutions

Development

Staff managers’ advice

Feedback

Strategic goals

Incentives

Training

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

16


44

Downward Communication
Devices
Company
Company procedures
procedures manuals
manuals
Newsletters
Newsletters
Public
Public relations
relations announcements
announcements

Chapter 13

Annual
Annual statements
statements
Memos,
Memos, reports,
reports, letters,
letters, and
and directives
directives
Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

17


44

Formal Horizontal Channels
HORIZONTAL
HORIZONTALCOMMUNICATION
COMMUNICATION

Coordination efforts
Efforts to seek assistance
Feedback

Information to/about
customers
Information to/about
suppliers

Chapter 13

Group-member
interactions

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

18


44

Horizontal Communication
Channels
 Set goals
 Define roles
 Create, examine, and improve methods
 Improve working relationships
 Define, investigate, and solve problems

Chapter 13

 Gather, process, and distribute information

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

19


44

Formal Upward Channels

Chapter 13

UPWARD
UPWARDCOMMUNICATION
COMMUNICATION
Complaints

Requests for assistance

Feedback

Status reports

Recommended
solutions

Research results

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

20


44

Formal Upward Channels
 Allows workers to request assistance in
solving problems

 Provides a means for workers to
recommend solutions

 Provide status report

Chapter 13

 Inform authorities about employee complaints

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

21


Upward Communication Tools

44

Chapter 13








Employee surveys
Newsletters
Meetings between manager and subordinate
Suggestion systems
Team meetings
Open-door policy

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

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55

Informal Communication Channels
Characteristics
Characteristicsof
ofthe
theGrapevine
Grapevine

 It can penetrate the tightest security
 It is fast
 It tends to carry messages from anonymous
sources

 Its messages are difficult to stop or counter
 It is accessible to every person
 It can be support of or an obstacle to
Chapter 13

management's efforts

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

23


Grapevine Configurations

55

Single Chain
A

B

C

D

A

Gossip
B

F

Chapter 13

C

D

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

E
24


55

Grapevine Configurations
Random

D

C

E

B

F
A

I

Cluster

H

A

B

D

C

E

G

F

M

Chapter 13

G
H

I

J

Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved

K

L
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