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 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 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 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 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 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 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 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 10 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 11 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 12 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 13 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 14 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 15 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 16 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 17 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 18 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 19 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 20 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 21 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 22 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 23 [...]... be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part 19 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 20 17. 7 Downward, Upward, and Horizontal Communication in Organizations © 2016 Cengage Learning All Rights... 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 17 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... 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 14 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 15 Nonverbal Communication... All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part 22 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, ... spent: On the telephone Communicating online Talking informally Communication permeates every management function Manager’s communication is purpose-directed―directs everyone’s attention toward... scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part 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 17. 2 A Model of Communication © 2016 Cengage Learning All Rights Reserved May not be scanned, copied