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Chapter 15

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.

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Chapter 15

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  1. Exploring Management Chapter 15 Communication

  2. 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?

  3. 15.1Effective 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 receiver acts as the sender intends.

  4. EFFECTIVE COMMUNICATIONCommunication Process Communication • Process of sending and receiving messages with meanings attached

  5. EFFECTIVE COMMUNICATIONCommunication Process

  6. EFFECTIVE COMMUNICATIONCommunication Process • Effective Communication • Receiver must understand the sender’s message • Efficient Communication • Communication occurs at minimum cost

  7. EFFECTIVE COMMUNICATIONCommunication Process • Persuasive communication • Convincing others to accept, support and act on the message • Credible communication • Earns trust, respect and integrity

  8. 15.2Communication 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

  9. COMMUNICATION BARRIERSCommunication Channels • Poor use makes effective communication difficult • Noise interferes with the communication process

  10. COMMUNICATION BARRIERSCommunication Channels • Communication channels • Medium used to carry message • Channel richness • Ability of the channel to convey meaning

  11. COMMUNICATION BARRIERSCommunication Channels • Poor written or oral expression makes it hard to communicate effectively

  12. COMMUNICATION BARRIERSCommunication Channels • Nonverbal communication • Gestures, expressions, posture and interpersonal space • Mixed messages • Words and nonverbal signalsdon’t match

  13. COMMUNICATION BARRIERSCommunication Channels • Status differences • Filtering distorts information to make it more favorable to recipient

  14. COMMUNICATION BARRIERSCommunication Channels • Physical distractions • Plan message to minimize distractions and interruptions

  15. 15.3Improving 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

  16. 15.3 ContinuedImproving Communication • Appropriate use of technology can facilitate more and better communication • Sensitivity and etiquette can improve cross-cultural communication

  17. IMPROVING COMMUNICATIONListening • Active listening • Helps the source of a message say what he or she really means

  18. IMPROVING COMMUNICATIONListening

  19. IMPROVING COMMUNICATIONFeedback • 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

  20. Proxemics • Proxemics • The study of the way we use space • Physical distance between people conveys varying intentions in terms of intimacy, openness, and status.

  21. IMPROVING COMMUNICATIONOpenness • Communication transparency • Honest, open, accurate and complete information • Open-book management • Employees are given essential financial information about their employers

  22. IMPROVING COMMUNICATIONPhysical Setting • Work spaces designed to encourage interaction and communication • Proxemics

  23. IMPROVING COMMUNICATIONTechnology • Appropriate use of technology can facilitate more and better communication • E-mail • Text • Social networking

  24. IMPROVING COMMUNICATIONTechnology • Electronic grapevine • Transmit information around informal networks inside and outside the organization

  25. IMPROVING COMMUNICATIONCross-Cultural Communication • Ethnocentrism • Consider one’s own culture to be superior • Cultural etiquette • Appropriate manners and behavior when communicating with people from other cultures

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