After reading this chapter, you should be able to answer the following questions: Understand the nature of communication and when it is effective, identify the major barriers to effective communication, discuss ways to improve communication with people at work.
Exploring Management Chapter 15 Communication Chapter 15 • • • What is communication and when is it effective? What are the major barriers to effective communication? How can we improve communication with people at work? 15.1 Effective Communication • • • • Communication is a process of sending and receiving messages with meanings attached Communication is effective when the receiver understands the sender’s messages Communication is efficient when it is delivered at a low cost to the sender Communication is persuasive when the EFFECTIVE COMMUNICATION Communication Process Communication – Process of sending and receiving messages with meanings attached EFFECTIVE COMMUNICATION Communication Process EFFECTIVE COMMUNICATION Communication Process • Effective Communication – • Receiver must understand the sender’s message Efficient Communication – Communication occurs at minimum cost EFFECTIVE COMMUNICATION Communication Process • Persuasive communication – • Convincing others to accept, support and act on the message Credible communication – Earns trust, respect and integrity 15.2 Communication Barriers • • • • • Poor use of communication channels makes it hard to communicate effectively Poor written or oral expression makes it hard to communicate effectively Failure to spot nonverbal signals makes it hard to communicate effectively Status differences make it hard to communicate effectively Physical distractions make it hard to communicate effectively COMMUNICATION BARRIERS Communication Channels • • Poor use makes effective communication difficult Noise interferes with the communication process COMMUNICATION BARRIERS Communication Channels • Communication channels – • Medium used to carry message Channel richness – Ability of the channel to convey meaning COMMUNICATION BARRIERS Communication Channels • Poor written or oral expression makes it hard to communicate effectively COMMUNICATION BARRIERS Communication Channels • Nonverbal communication – Gestures, expressions, posture and interpersonal space – Mixed messages • Words and nonverbal signals don’t match COMMUNICATION BARRIERS Communication Channels • Status differences – Filtering distorts information to make it more favorable to recipient COMMUNICATION BARRIERS Communication Channels • Physical distractions – Plan message to minimize distractions and interruptions 15.3 Improving Communication • • • • Active listening helps people say what they really mean Constructive feedback is specific, timely and relevant Office spaces can be designed to encourage interaction and communication Transparency and openness ensure that accurate and timely information is shared 15.3 Continued Improving Communication • • Appropriate use of technology can facilitate more and better communication Sensitivity and etiquette can improve cross-cultural communication IMPROVING COMMUNICATION Listening • Active listening – Helps the source of a message say what he or she really means IMPROVING COMMUNICATION Listening IMPROVING COMMUNICATION Feedback • Feedback – Process of telling someone else how you feel about something that person did or said – Should be • At the right time • Genuine • Specific • Stick to the essentials • Given in small doses Proxemics • Proxemics – The study of the way we use space – Physical distance between people conveys varying intentions in terms of intimacy, openness, and status IMPROVING COMMUNICATION Openness • Communication transparency – • Honest, open, accurate and complete information Open-book management – Employees are given essential financial information about their employers IMPROVING COMMUNICATION Physical Setting • Work spaces designed to encourage interaction and communication – Proxemics IMPROVING COMMUNICATION Technology • Appropriate use of technology can facilitate more and better communication – E-mail – Text – Social networking IMPROVING COMMUNICATION Technology • Electronic grapevine – Transmit information around informal networks inside and outside the organization IMPROVING COMMUNICATION Cross-Cultural Communication • Ethnocentrism – • Consider one’s own culture to be superior Cultural etiquette – Appropriate manners and behavior when communicating with people from other cultures ... sender Communication is persuasive when the EFFECTIVE COMMUNICATION Communication Process Communication – Process of sending and receiving messages with meanings attached EFFECTIVE COMMUNICATION Communication... EFFECTIVE COMMUNICATION Communication Process • Effective Communication – • Receiver must understand the sender’s message Efficient Communication – Communication occurs at minimum cost EFFECTIVE COMMUNICATION. .. effectively COMMUNICATION BARRIERS Communication Channels • • Poor use makes effective communication difficult Noise interferes with the communication process COMMUNICATION BARRIERS Communication