Communication

1
Chapter 12

• Communication

2
The Communication Process
Noise
Communication Media
Encoding
Decoding
Noise
3
Aspects of Nonverbal Communication

• Hand and body gestures
• Facial expressions and movements
• Posture
• Body placement
• Voice quality
• Clothing, dress, and appearance
• Note All of the above can be ambiguous.

4
Formal Communication Channels

• Organization chart shows formal paths
• Meetings of all sizes
• Web log initiated by the company
• RSS (really simple syndication) enhances formal
  communication
• Management by walking around (yet also informal
  channel)

5
Informal CommunicationChannels

• Created from informal communication networks
• Leaders use informal networks to accomplish their
  goals
• Chance encounters between managers and employees
  enhance communication
• Rumors and gossip travel on grapevine

6
Four Vehicles for Upward Communication

• Open-door policy (Lets talk.)
• Town hall meetings (Lets work it out.)
• Complaint program and hotlines. (Ive been
  harassed.)
• Web logs and blogs (Heres my reaction to the
  downsizing.)

7
Organization Learning

• Skilled at creating, acquiring, and transferring
  knowledge based on good communication.
• Knowledge management gets right knowledge to
  right people at right time.
• Knowledge in peoples head must be systematized.
• A problem is that workers hoard ideas.

8
Communication Barriers

1. Low motivation and interest
2. Inappropriate language
3. Defensive communication
4. Insufficient nonverbal communication
5. Information overload
6. Poor communication skills
7. Electronic communication problems

9
Overcoming Communication Barriers

1. Understand the receiver (strive for
   understanding).
2. Communicate assertively and directly.
3. Use two-way communication and ask for
   clarification.
4. Elicit verbal and nonverbal feedback.
5. Enhance listening skills (active listening
   helps).

10
Overcoming Communication Barriers, continued

• Unite with a common vocabulary (units may speak
  in different terms).
• Be sensitive to cultural differences (e.g., use
  straightforward language and speak clearly).
• Engage in metacommunication (communicate about
  your communication).

11
How to Conduct an Effective Meeting

1. Meet only for valid reasons.
2. Start and stop on time, refreshments.
3. Keep comments brief and to the point.
4. Avoid electronic distractions (agree on use of
   laptops, cell phones, and BlackBerrys).
5. Capitalize on technology when appropriate.

12
How to Conduct anEffective Meeting, continued

1. Encourage critical feedback and commentary.
2. Strive for wide participation.
3. Solve small issues ahead of time with e-mail.
4. Consider huddling when quick action is needed.

13
Ethical Political Tactics

1. Develop power contacts (golf is good).
2. Be courteous, pleasant, and positive.
3. Create a positive image.
4. Ask satisfied customers to contact your boss.
5. Be politically correct.
6. Send thank-you notes to many people.

14
Control of Negative Organizational Politics

1. Be aware of presence of politics.
2. Open communication (Heres how you get promoted
   around here.)
3. Avoid favoritism (My boyfriend gets only the
   bonus he deserves.)
4. Find a way to talk about territorial games (No
   hogging resources.)