Factors Affecting Encoding© Pearson Education Limited 2015 13-6... Decoding and Feedback© Pearson Education Limited 2015 13-8... Communication Barriers© Pearson Education Limited 2015 13
Trang 113
Managing Communication and Information
Trang 2• Discuss contemporary issues in communication
© Pearson Education Limited 2015 13-2
Trang 313.1 Define what
managers need to know about
communicating effectively
Trang 5The Communication Process
Trang 6Factors Affecting Encoding
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Trang 7Communication Channels
• Formal channels
• Informal channels
Trang 8Decoding and Feedback
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Trang 9Written vs Verbal Communication
Trang 10The Grapevine
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Trang 11Nonverbal Cues
Trang 12Communication Barriers
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Trang 13Overcoming Communication
Barriers
Trang 14© Pearson Education Limited 2015 13-14
13.2
Explain how technology affects managerial
communication
Trang 15Technology and Communication
1 Networked computer systems
2 Wireless capabilities
Trang 16Networked Communication
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Trang 18Networked Communication
Applications (cont.)
•Electronic Data interchange (EDI)
•Teleconference and videoconference meetings
•Organizational intranet
•Organizational extranet
•Internet-based voice/video communication
© Pearson Education Limited 2015 13-18
Trang 19Wireless Communication
People don’t need to be physically at the
office to communicate, collaborate, and share information with managers and colleagues
Trang 20© Pearson Education Limited 2015 13-20
13.3
Discuss contemporary issues in
communication
Trang 213 Communicating with customers
4 Getting employee input
Trang 22Communication in an Internet
World
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1 Legal and security issues
2 Lack of personal interaction
Trang 23Legal and Security Issues
• Electronic information is potentially
admissible in court
• Sensitive, proprietary information at risk
Trang 24Personal Interaction
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Social media can minimize personal
interaction
Trang 25Knowledge Management
Cultivating a learning culture in which
organizational members systematically gather knowledge and share it with others
Trang 26Customer Service
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Three components in any service delivery
Trang 27Strong Service Culture
Finding out what customer needs are, meeting these needs, and following up to make sure
those needs were met satisfactorily
Trang 28Employee Input
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Trang 29Ethical Communication
Presented material that contains all the
relevant information, is true in every sense, and is not deceptive in any way
Trang 30© Pearson Education Limited 2015