Lecture 9 Managing Communication

Содержание

1. Lecture 9 Managing Communication
2. Learning objectivesDefine the nature and function of
3. What Is Communication?Communication
4. What Is Communication? (cont.)Interpersonal Communication – communication
5. Functions of CommunicationControlFormal and informal communications act
6. Functions of Communication (cont.)Emotional ExpressionSocial interaction in
7. Methods of Interpersonal CommunicationMessage
8. Methods of Interpersonal Communication (cont.)Communication
9. Exhibit 14-1 The Interpersonal Communication ProcessCopyright © 2016 Pearson Education, Ltd.
10. Nonverbal CommunicationNonverbal
11. Exhibit 14-2 Comparison of Communication MethodsCopyright © 2016 Pearson Education, Ltd.
12. Exhibit 14-2 Comparison of Communication Methods (cont.)Copyright © 2016 Pearson Education, Ltd.
13. Exhibit 14-2: Comparison of Communication Methods (cont.)Copyright © 2016 Pearson Education, Ltd.
14. Barriers to CommunicationFiltering – the deliberate manipulation
15. Overcoming the BarriersUse Feedback – ask questions
16. Overcoming the Barriers (cont.)Active listening – listening
17. Exhibit 14-3 Active Listening BehaviorsCopyright © 2016 Pearson Education, Ltd.
18. Formal Versus Informal CommunicationFormal communication – communication
19. Direction of CommunicationTown hall meeting – informal
20. Direction of Communication (cont.)Upward communication – communication
21. Organizational Communication NetworksCommunication Networks – the variety
22. Exhibit 14-4 Organizational Communication NetworksCopyright © 2016 Pearson Education, Ltd.
23. Workplace Design and CommunicationOpen workplaces – workplaces
24. How Technology Affects Managerial CommunicationNetworked Systems –
25. Current Communication IssuesManaging
26. Communication and Customer ServiceCommunicating
27. Getting Employee InputIn
28. Exhibit 14-5 How to Let Employees Know Their Input MattersCopyright © 2016 Pearson Education, Ltd.
29. Communicating EthicallyEthical
30. Скачать презентанцию

Learning objectivesDefine the nature and function of communication.Compare and contrast methods of interpersonal communication.Identify barriers to effective interpersonal communication and how to overcome them.Develop your skill at listening actively.Know how to

Слайды и текст этой презентации

Слайд 1 Lecture 9 Managing Communication
Course Instructor: Diana Amirbekova
Introduction to Management– Week 10

Слайд 2Learning objectives
Define the nature and function of communication.
Compare and contrast

methods of interpersonal communication.
Identify barriers to effective interpersonal communication and

how to overcome them.
Develop your skill at listening actively.
Know how to identify the differences in how genders communicate.
Explain how communication can flow most effectively in organizations.
Describe how technology affects managerial communication and organizations.
Discuss contemporary issues in communication.

Learning objectivesDefine the nature and function of communication.Compare and contrast methods of interpersonal communication.Identify barriers to effective

Слайд 3What Is Communication?
Communication

–

the transfer and understanding of meaning.
Transfer means the message was received in a form that can be interpreted by the receiver.
Understanding the message is not the same as the receiver agreeing with the message.

Слайд 4What Is Communication? (cont.)
Interpersonal Communication – communication between two or

more people.
Organizational Communication – all the patterns, networks, and systems

of communications within an organization.

What Is Communication? (cont.)Interpersonal Communication – communication between two or more people.Organizational Communication – all the patterns,

Слайд 5Functions of Communication
Control
Formal and informal communications act to control individuals’

behaviors in organizations.
Motivation
Communications clarify for employees what is to be

done, how well they have done it, and what can be done to improve performance.

Functions of CommunicationControlFormal and informal communications act to control individuals’ behaviors in organizations.MotivationCommunications clarify for employees what

Слайд 6Functions of Communication (cont.)
Emotional Expression
Social interaction in the form of

work group communications provides a way for employees to express

themselves.
Information
Individuals and work groups need information to make decisions or to do their work.

Functions of Communication (cont.)Emotional ExpressionSocial interaction in the form of work group communications provides a way for

Слайд 7Methods of Interpersonal Communication
Message

– a purpose to be conveyed.
Encoding

– converting a message into symbols.
Channel – the medium a message travels along.
Decoding – retranslating a sender’s message.

Methods of Interpersonal CommunicationMessage – a purpose

Слайд 8Methods of Interpersonal Communication (cont.)
Communication

process – the seven elements involved in transferring meaning from one person to another.
Noise – any disturbances that interfere with the transmission, receipt, or feedback of a message.

Слайд 9Exhibit 14-1 The Interpersonal Communication Process
Copyright © 2016 Pearson Education,

Ltd.

Exhibit 14-1 The Interpersonal Communication ProcessCopyright © 2016 Pearson Education, Ltd.

Слайд 10Nonverbal Communication
Nonverbal

communication – communication transmitted without words.
Body language

– gestures, facial configurations, and other body movements that convey meaning.
Verbal intonation – an emphasis given to words or phrases that conveys meaning.

Nonverbal CommunicationNonverbal communication – communication transmitted

Слайд 11Exhibit 14-2 Comparison of Communication Methods
Copyright © 2016 Pearson Education,

Ltd.

Слайд 12Exhibit 14-2 Comparison of Communication Methods (cont.)
Copyright © 2016 Pearson

Education, Ltd.

Слайд 13Exhibit 14-2: Comparison of Communication Methods (cont.)
Copyright © 2016 Pearson

Education, Ltd.

Слайд 14Barriers to Communication
Filtering – the deliberate manipulation of information to

make it appear more favorable to the receiver.
Information overload –

occurs when information exceeds our processing capacity.
Jargon – specialized terminology or technical language that members of a group use to communicate among themselves.

Barriers to CommunicationFiltering – the deliberate manipulation of information to make it appear more favorable to the

Слайд 15Overcoming the Barriers
Use Feedback – ask questions about a message

to determine whether it was received and understood as intended.
Simplify

Language – consider the audience to whom the message is directed and tailor the language to them.

Overcoming the BarriersUse Feedback – ask questions about a message to determine whether it was received and

Слайд 16Overcoming the Barriers (cont.)
Active listening – listening for full meaning

without making premature judgments or interpretations.

Copyright © 2016 Pearson

Education, Ltd.

Overcoming the Barriers (cont.)Active listening – listening for full meaning without making premature judgments or interpretations. Copyright

Слайд 17Exhibit 14-3 Active Listening Behaviors
Copyright © 2016 Pearson Education, Ltd.

Слайд 18Formal Versus Informal Communication
Formal communication – communication that takes place

within prescribed organizational work arrangements.
Informal communication – communication that is

not defined by the organization’s structural hierarchy.

Formal Versus Informal CommunicationFormal communication – communication that takes place within prescribed organizational work arrangements.Informal communication –

Слайд 19Direction of Communication
Town hall meeting – informal public meetings where

information can be relayed, issues can be discussed, or just

is a way to bring employees together to celebrate accomplishments.
Downward communication – communication that flows downward from a manager to employees.

Direction of CommunicationTown hall meeting – informal public meetings where information can be relayed, issues can be

Слайд 20Direction of Communication (cont.)
Upward communication – communication that flows upward

from employees to managers.
Lateral communication – communication that takes place

among any employees on the same organizational level.
Diagonal communication – communication that cuts across work areas and organizational levels.

Direction of Communication (cont.)Upward communication – communication that flows upward from employees to managers.Lateral communication – communication

Слайд 21Organizational Communication Networks
Communication Networks – the variety of patterns of

vertical and horizontal flows of organizational communication.
Grapevine – the informal

organizational communication network.

Слайд 23Workplace Design and Communication
Open workplaces – workplaces with few physical

Workplace Design and CommunicationOpen workplaces – workplaces with few physical barriers and enclosures.Copyright © 2016 Pearson Education,

Слайд 24How Technology Affects Managerial Communication
Networked Systems – in a networked

system, an organization’s computers are linked. Organizational members can communicate

with each other and tap into information whether they’re down the hall, across town, or halfway across the world.
Wireless Capabilities – wireless communication technology has the ability to improve work for managers and employees.

How Technology Affects Managerial CommunicationNetworked Systems – in a networked system, an organization’s computers are linked. Organizational

Слайд 25Current Communication Issues
Managing

Communication in an Internet World
Legal and

security issues
Inappropriate use of company e-mail and instant messaging.
Loss of confidential and proprietary information due to inadvertent or deliberate dissemination or to hackers.
Lack of personal interaction
Being connected is not the same as face-to-face contact.
Difficulties occur in achieving understanding and collaboration in virtual environments.

Current Communication IssuesManaging Communication in an

Слайд 26Communication and Customer Service
Communicating

Effectively with Customers
Recognize the three components of the customer service delivery process:
The customer
The service organization
The service provider
Develop a strong service culture focused on the personalization of service to each customer.
Listen and respond to the customer.
Provide access to needed service information.

Слайд 27Getting Employee Input
In
today’s challenging environment,

companies need to get input from their employees.
Suggestion Boxes –

managers do business in a world today where you can’t afford to ignore such potentially valuable information.

Getting Employee InputIn today’s challenging environment, companies need to get input from their

Слайд 28Exhibit 14-5 How to Let Employees Know Their Input Matters
Copyright

Exhibit 14-5 How to Let Employees Know Their Input MattersCopyright © 2016 Pearson Education, Ltd.

Слайд 29Communicating Ethically
Ethical

communication – communication that includes all relevant information, is true

in every sense, and is not deceptive in any way.

Communicating EthicallyEthical communication – communication that includes all relevant

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Lecture 9 Managing Communication

Содержание

Слайды и текст этой презентации

Слайд 1 Lecture 9 Managing Communication Course Instructor: Diana AmirbekovaIntroduction to Management– Week 10

Слайд 2Learning objectivesDefine the nature and function of communication.Compare and contrast

methods of interpersonal communication.Identify barriers to effective interpersonal communication and

Слайд 3What Is Communication?Communication

–

Слайд 4What Is Communication? (cont.)Interpersonal Communication – communication between two or

more people.Organizational Communication – all the patterns, networks, and systems

Слайд 5Functions of CommunicationControlFormal and informal communications act to control individuals’

behaviors in organizations.MotivationCommunications clarify for employees what is to be

Слайд 6Functions of Communication (cont.)Emotional ExpressionSocial interaction in the form of

work group communications provides a way for employees to express

Слайд 7Methods of Interpersonal CommunicationMessage

– a purpose to be conveyed.Encoding

Слайд 8Methods of Interpersonal Communication (cont.)Communication

Слайд 9Exhibit 14-1 The Interpersonal Communication ProcessCopyright © 2016 Pearson Education,

Ltd.

Слайд 10Nonverbal CommunicationNonverbal

communication – communication transmitted without words.Body language

Слайд 11Exhibit 14-2 Comparison of Communication MethodsCopyright © 2016 Pearson Education,

Ltd.

Слайд 12Exhibit 14-2 Comparison of Communication Methods (cont.)Copyright © 2016 Pearson

Education, Ltd.

Слайд 13Exhibit 14-2: Comparison of Communication Methods (cont.)Copyright © 2016 Pearson

Education, Ltd.

Слайд 14Barriers to CommunicationFiltering – the deliberate manipulation of information to

make it appear more favorable to the receiver.Information overload –

Слайд 15Overcoming the BarriersUse Feedback – ask questions about a message

to determine whether it was received and understood as intended.Simplify

Слайд 16Overcoming the Barriers (cont.)Active listening – listening for full meaning

without making premature judgments or interpretations. Copyright © 2016 Pearson

Слайд 17Exhibit 14-3 Active Listening BehaviorsCopyright © 2016 Pearson Education, Ltd.

Слайд 18Formal Versus Informal CommunicationFormal communication – communication that takes place

within prescribed organizational work arrangements.Informal communication – communication that is

Слайд 19Direction of CommunicationTown hall meeting – informal public meetings where

information can be relayed, issues can be discussed, or just

Слайд 20Direction of Communication (cont.)Upward communication – communication that flows upward

from employees to managers.Lateral communication – communication that takes place

Слайд 21Organizational Communication NetworksCommunication Networks – the variety of patterns of

vertical and horizontal flows of organizational communication.Grapevine – the informal

Слайд 22Exhibit 14-4 Organizational Communication NetworksCopyright © 2016 Pearson Education, Ltd.

Слайд 23Workplace Design and CommunicationOpen workplaces – workplaces with few physical

barriers and enclosures.Copyright © 2016 Pearson Education, Ltd.

Слайд 24How Technology Affects Managerial CommunicationNetworked Systems – in a networked

system, an organization’s computers are linked. Organizational members can communicate

Слайд 25Current Communication IssuesManaging

Communication in an Internet WorldLegal and

Слайд 26Communication and Customer ServiceCommunicating

Слайд 27Getting Employee InputIn today’s challenging environment,

companies need to get input from their employees.Suggestion Boxes –

Слайд 28Exhibit 14-5 How to Let Employees Know Their Input MattersCopyright

© 2016 Pearson Education, Ltd.

Слайд 29Communicating EthicallyEthical

communication – communication that includes all relevant information, is true

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Слайд 1 Lecture 9 Managing Communication
Course Instructor: Diana Amirbekova
Introduction to Management– Week 10

Слайд 2Learning objectives
Define the nature and function of communication.
Compare and contrast

methods of interpersonal communication.
Identify barriers to effective interpersonal communication and

Слайд 3What Is Communication?
Communication

Слайд 4What Is Communication? (cont.)
Interpersonal Communication – communication between two or

more people.
Organizational Communication – all the patterns, networks, and systems

Слайд 5Functions of Communication
Control
Formal and informal communications act to control individuals’

behaviors in organizations.
Motivation
Communications clarify for employees what is to be

Слайд 6Functions of Communication (cont.)
Emotional Expression
Social interaction in the form of

Слайд 7Methods of Interpersonal Communication
Message

– a purpose to be conveyed.
Encoding

Слайд 8Methods of Interpersonal Communication (cont.)
Communication

Слайд 9Exhibit 14-1 The Interpersonal Communication Process
Copyright © 2016 Pearson Education,

Слайд 10Nonverbal Communication
Nonverbal

communication – communication transmitted without words.
Body language

Слайд 11Exhibit 14-2 Comparison of Communication Methods
Copyright © 2016 Pearson Education,

Слайд 12Exhibit 14-2 Comparison of Communication Methods (cont.)
Copyright © 2016 Pearson

Слайд 13Exhibit 14-2: Comparison of Communication Methods (cont.)
Copyright © 2016 Pearson

Слайд 14Barriers to Communication
Filtering – the deliberate manipulation of information to

make it appear more favorable to the receiver.
Information overload –

Слайд 15Overcoming the Barriers
Use Feedback – ask questions about a message

to determine whether it was received and understood as intended.
Simplify

Слайд 16Overcoming the Barriers (cont.)
Active listening – listening for full meaning

without making premature judgments or interpretations.

Copyright © 2016 Pearson

Слайд 17Exhibit 14-3 Active Listening Behaviors
Copyright © 2016 Pearson Education, Ltd.

Слайд 18Formal Versus Informal Communication
Formal communication – communication that takes place

within prescribed organizational work arrangements.
Informal communication – communication that is

Слайд 19Direction of Communication
Town hall meeting – informal public meetings where

Слайд 20Direction of Communication (cont.)
Upward communication – communication that flows upward

from employees to managers.
Lateral communication – communication that takes place

Слайд 21Organizational Communication Networks
Communication Networks – the variety of patterns of

vertical and horizontal flows of organizational communication.
Grapevine – the informal

Слайд 22Exhibit 14-4 Organizational Communication Networks
Copyright © 2016 Pearson Education, Ltd.

Слайд 23Workplace Design and Communication
Open workplaces – workplaces with few physical

barriers and enclosures.
Copyright © 2016 Pearson Education, Ltd.

Слайд 24How Technology Affects Managerial Communication
Networked Systems – in a networked

Слайд 25Current Communication Issues
Managing

Communication in an Internet World
Legal and

Слайд 26Communication and Customer Service
Communicating

Слайд 27Getting Employee Input
In
today’s challenging environment,

companies need to get input from their employees.
Suggestion Boxes –

Слайд 28Exhibit 14-5 How to Let Employees Know Their Input Matters
Copyright

Слайд 29Communicating Ethically
Ethical