Chapter Fifteen Interpersonal & Organizational Communication

Mastering the Exchange of Information

McGraw-Hill/Irwin

Copyright 2009 by The McGraw-Hill Companies, All Rights Reserved.

The Communication Process

Communication
the transfer of information and understanding from one person to another

81% of a managers time in a typical workday is spent communicating

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The Communication Process

Figure 15.1
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Barriers to Communication
1. Physical barriers: sound, time, and space 2. Semantic barriers: when words matter 3. Personal barriers: individual attributes that hinder communication

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Nonverbal Communication
Nonverbal communication
consists of messages sent outside of the written or spoken word Expressed through interpersonal space, eye contact, facial expressions, body movements & gestures, touch, setting and time

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Toward Better Nonverbal Communication Skills

Table 15.2
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Formal Communication Channels

Formal communication channels
follow the chain of command and are recognized as official Vertical, horizontal, external

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Informal Communication Channels

Grapevine
unofficial communication system of the informal organization

Management by wandering around

term used to describe a managers literally wandering around his organization and talking with people across all lines of authority

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Communication Tools of Information Technology

1. 2. 3. 4. 5. 6. 7. The Internet, intranet, and extranets E-mail Videoconferencing Group support systems Telecommuting Handheld devices Blogs
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Tips for Better E-mail Handling

Treat all e-mail as confidential. Pretend every message is a postcard that can be read by anyone. Be careful with jokes and informality. Avoid sloppiness, but avoid criticizing others sloppiness. When replying, quote only the relevant portion. Not every topic belongs on e-mail.
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Communication Tools of Information Technology

Videoconferencing
uses video and audio links along with computers to enable people in different locations to see, hear, and talk with each other Telepresence technology
high-definition videoconference systems that simulate face-to-face meetings between users

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Communication Tools of Information Technology

Benefits of Telecommuting
1. Reduce capital costs 2. Increase flexibility and autonomy for workers 3. Provide a competitive advantage when recruiting 4. Increase job satisfaction 5. Increase productivity, 6. Ability to tap into nontraditional workers

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Being an Effective Listener

Judge content, not delivery Ask questions, summarize remarks Listen for ideas Resist distractions, show interest Give a fair hearing

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Being an Effective Reader

Realize that speed reading doesnt work Learn to streamline reading Do top-down reading SQ3R

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Being an Effective Writer

Dont show your ignorance Understand your strategy before you write Start with your purpose Write simply, concisely, and directly Telegraph your writing with a powerful layout

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