Managing Communication

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Chapter 18

• Managing Communication

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What Is Communication?

• Communication is the process of transmitting
  information and understanding between two or more
  people.
• Technically speaking, communication is successful
  only when mutual understanding results, that is,
  when one transmits information and makes oneself
  understood by others.

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Difference Between Communication Effective
Communication

• The difference between communication and
  effective communication is the consistency of
  meaning.
• Although all jobs involve communication to some
  extent, by its very nature a managers job
  requires more time spent communicating than most
  others.
• Because of the frequency and audience variation,
  communication must be consistent in meanings for
  organizational objectives to be achieved.

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The Interpersonal Communication Process
Encode Message
Decode Message
Transmit Message
Receive Message
Adapted From Figure 18.2
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Formal Communication Channels

• The system of official channels
• Downward communication
• Top down
• Upward communication
• Bottom up
• Horizontal
• Within a level

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Improving Formal Communication

• Decrease reliance on downward communication
• Increase chances for upward communication
• Encourage much greater use of horizontal
  communication
• Be aware of communication problems

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Informal Communication Channels

• Transmitting messages outside the formal
  communication channels
• The grapevine
• Highly accurate
• Information is timely
• Senders seek feedback
• Accuracy can be verified

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Managing the Grapevine

• Dont withhold information from it
• Dont punish those who use it
• Feed information to it
• Use if as a source of information

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Coaching and Counseling One-on-one Communication

• Coaching
• Communicating with someone for the direct purpose
  of improving the persons performance
• Counseling
• Communicating with someone about non-job related
  issues
• Issues may be affecting a persons performance

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Nonverbal Communication

• Any communication that doesnt involve words
• Kinesics
• Body and face movements
• Paralanguage
• The pitch, tone, rate, volume, and speaking
  pattern of a persons voice

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Managing One-on-one Communication Choosing the
Right Medium

• The method used to deliver a message
• Oral communication
• From face-to-face to video conferencing
• A rich, popular medium
• Written communication
• From letters to email
• Good for conveying information

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Listening
Hearing v. Listening
Active Listening
Emphatic Listening
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Becoming an Active Listener

• Clarify responses
• Ask questions to clear up ambiguities
• Paraphrase responses
• Restating speakers comments in your own words
• Summarize responses
• Review the speakers main points

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Giving Feedback
Destructive Feedback
Constructive Feedback
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Making Feedback Effective

• Give immediate feedback
• Dont delay feedback
• Discuss performance while the memory is vivid
• Make feedback specific
• Focus on definite behavior and time-frame
• Make sure behavior was controllable
• Make feedback problem-oriented
• Focus on behavior not personality

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Cross-cultural Temporal Concepts

• Appointment time
• How punctual you must be
• Schedule time
• Time when projects should be completed
• Discussion time
• How much time should be spent in discussions
• Acquaintance time
• How much small-talk is required

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Improving Transmission Getting the Message Out
e-mail
Online discussion forums
Corporate talk shows
Televised/videotaped speeches and conferences
Broadcast voice mail
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Improving Reception Hearing What Others Feel
Think

• Company hotlines
• Call and leave anonymous comments
• Survey feedback
• Information gathered from questionnaires
• Informal meetings with top executives
• Directly hear employees