Communication

1. 9 Communication 1 Importance of communication 2 Communication process 3 Communication Net-work in org. 4 Technological advance 王青-管理学院-上海交通大学

2. Importance of Good Communication • Good Communication allows a firm to • Learn new skills and technologies. • Become more responsive to customers. • Improve Quality of their product or service. • Foster innovation • Effective communication is needed by all Managers. 王青-管理学院-上海交通大学

3. Transmission Phase Message Encoding Medium Decoding Sender Receiver (now sender) NOISE Decoding Medium Encoding Message The Communication Process Figure 15.1 FeedbackPhase 王青-管理学院-上海交通大学

4. Encoding • Encoding: Sender puts the message into symbols or language, a process called encoding • Encodingof messages can be done verbally or non-verbally • Verbal: spoken or written communication. • Nonverbal: facial gestures, body language, dress. 王青-管理学院-上海交通大学

5. Decoding • Decoding :allows the receiver to understand the message. • This is a critical point, can lead to misunderstanding. 王青-管理学院-上海交通大学

6. Medium • Medium: pathway the message is transmitted on (phone, letter). • Face-to-face • Verbal communication electronically transmitted • Personally addressed written communication • Impersonally addressed communication • E-mail 王青-管理学院-上海交通大学

7. Face-to-Face • Face-to-Face:highest information richness. • Can take advantage of verbal and nonverbal signals. • Provides for instant feedback. • Video Conferences: provide much of this richness. 王青-管理学院-上海交通大学

8. Verbal Communication electronically transmitted has next highest richness. • Phone conversations, but no visual nonverbal cues. • Do have tone of voice, sender’s emphasis and quick feedback. 王青-管理学院-上海交通大学

9. Personally Addressed Written Communication lower richness than the verbal forms, but still is directed at a given person. • Personal addressing helps ensure receiver reads it. • Cannot provide instant feedback to sender but can get feedback later. 王青-管理学院-上海交通大学

10. Impersonal Written Communication lowest richness. • Good for messages to many receivers. Little feedback is expected. 王青-管理学院-上海交通大学

11. E-mail • E-mailuse is growing rapidly in large firms, and there are even special e-mail etiquette: • Words in all CAPITALS are seen as “screaming” at the receiver. • Punctuate your messages for easy reading and don’t ramble on. • Pay attention to spelling and treat like a written letter. 王青-管理学院-上海交通大学

12. Information Richness and Media Type Figure 15.2 High Richness Face-to-face communication Verbal communication electronically transmitted Nonverbal communication electronically transmitted Impersonal written communication Low Richness 王青-管理学院-上海交通大学

13. Communication Skills for Managers as Senders • Send clear and complete messages. • Encode messages in symbols the receiver understands. • Select a medium appropriate for the message AND monitored by the receiver. • Avoid filtering and distorting the message passing through other workers. • Ensure a feedback mechanism is included in the message. • Provide accurate information to avoid rumors. 王青-管理学院-上海交通大学

14. Communication Skills for Managers as Receivers • Pay Attention to what is sent as a message. • Be a good listener: don’t interrupt. • Be empathetic: try to understand what the sender feels. • Understand linguistic styles: different people speak differently. 王青-管理学院-上海交通大学

15. Communication Issues • Sender and receiver communicate based on their perception. • Subjective perception can lead to biases that hurt communication. • Effective Managers avoid communicating based on a pre-set belief. 王青-管理学院-上海交通大学

16. Dangers of Ineffective Communication • Managers spend most of their time communicating so both they and the subordinates must be effective communicators. • To be effective: • Select an appropriate medium for each message. • There is no one “best” medium. 王青-管理学院-上海交通大学

17. Formal Communication Informal Communication Communication Networks in Organization 王青-管理学院-上海交通大学

18. Formal Communication • Formal Communication flows around issues, goals, and projects. • Vertical Communication: goes up and down the corporate hierarchy. • Horizontal Communication: between employees of the same level. Chain Network; Net work; Wheel Network Circle Network; All-Channel Network 王青-管理学院-上海交通大学

19. Chain Network Members communicate with people next to them in sequence. It like a five-level vertical hierarchy and communications move only upward or downward. Can found in direct-line authority with no deviation 王青-管理学院-上海交通大学

20. Y Network • Y Network: • A four-level hierarchy. • Like two subordinates reporting to a manager . 王青-管理学院-上海交通大学

21. Wheel Network • Wheel Network: information flow to and from one central member. • Two-level hierarchy. • Like four subordinates reporting to their superior no communication between subordinates. 王青-管理学院-上海交通大学

22. Circle Network • Circle Network: members communicate with others close to them in terms of expertise （office location）. • A three-level hierarchy • Firstly communication between superior and subordinates and last communication only at the lowest level. 王青-管理学院-上海交通大学

23. All-Channel Network • All-Channel Network: found in teams, with high levels of communications between each member and all others. • Communicate freely in group • No managerial level ,all members are equal 王青-管理学院-上海交通大学

24. Informal Communication • Grapevine:informal network carrying unofficial information through the firm. • A active channel of communication • A good wayto predict the reflection of your employees about new decision. • How did The White House use the Grapevine. 王青-管理学院-上海交通大学

25. Technological Advances • Internet: global system of computer networks • Many firms use it to communicate with suppliers. • World Wide Web (WWW):provides multimedia access to the Internet. • Intranets: use the same information concepts as the Internet, but keep the network inside the firm. • Groupware: software designed to let workers share information and improve communication. • Best for team oriented support. 王青-管理学院-上海交通大学