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 learning objectives Discuss the importance of communication in organizations Diagram the communication process and label all its parts List and explain the barriers to interpersonal communication and suggest remedies to overcome them 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 learning objectives (continued) Describe the informal communication channel known as the grapevine List and explain the barriers to organizational communication and suggest remedies to overcome them 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 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 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 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 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 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 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 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 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 22 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 25 66 Barriers to Organizational Communication Overload Overload Filtering Filtering by by levels levels Timing Timing Lack Lack of of trust trust and and openness openness Inappropriate Inappropriate span span of of control control Change Change Rank Rank or or status status in in the the company company Chapter 13 Managers’ Managers’interpretations interpretations Electronic Electronic noise noise Copyright ©2005 by South-Western, a division of Thomson Learning All rights reserved 26 77 Responsibilities of Senders Being certain of intent Knowing the receiver and constructing the message accordingly Chapter 13 Selecting the proper medium Timing the transmission Seeking and giving feedback Copyright ©2005 by South-Western, a division of Thomson Learning All rights reserved 27 Typical Communication Goals 77 Chapter 13 WHEN WHENCOMMUNICATING COMMUNICATINGWITH WITHSUPERIORS SUPERIORS To provide responses to request To keep them informed of progress To solicit help in solving problems To sell ideas and suggestions for improvement To seek clarification of instructions Copyright ©2005 by South-Western, a division of Thomson Learning All rights reserved 28 Typical Communication Goals 77 Chapter 13 WHEN WHENCOMMUNICATING COMMUNICATINGWITH WITHPEERS PEERS To share ideas for improvement To coordinate activities To provide assistance To get to know them as individuals Copyright ©2005 by South-Western, a division of Thomson Learning All rights reserved 29 Typical Communication Goals 77 Chapter 13 WHEN WHENCOMMUNICATING COMMUNICATINGWITH WITHSUBORDINATES SUBORDINATES To issue instructions To persuade and sell To appraise performance To compliment, reward, and discipline To clarify intentions and instructions To get to know them as individuals Copyright ©2005 by South-Western, a division of Thomson Learning All rights reserved 30 Responsibilities of Receivers 77 Chapter 13 Listening actively Being sensitive to the sender Indicating an appropriate medium Initiating feedback Copyright ©2005 by South-Western, a division of Thomson Learning All rights reserved 31 ... process and label all its parts List and explain the barriers to interpersonal communication and suggest remedies to overcome them Describe the uses of downward, horizontal, Chapter 13 and upward... 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... known as the grapevine List and explain the barriers to organizational communication and suggest remedies to overcome them Describe the responsibilities of senders and Chapter 13 receivers during