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Chapter 17

Chapter 17. Managing Communication. Communication Is the Manager’s Job. Today’s complex business environment depends on effective communication Managers spend 80% of their day communicating 48 minutes of every hour is spent: On the telephone Communicating online Talking informally

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Chapter 17

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  1. Chapter 17 Managing Communication

  2. Communication Is the Manager’s Job • Today’s complex business environment depends on effective communication • Managers spend 80% of their day communicating • 48 minutes of every hour is spent: • On the telephone • Communicating online • Talking informally • Communication permeates every management function • Manager’s communication is purpose-directed―directs everyone’s attention toward the goals

  3. What is Communication? Communication is the process by which information is exchanged and understood by two or more people, usually with the intent to motivate or influence behavior

  4. 17.1 The Manager as Communication Champion

  5. 17.2 A Model of Communication

  6. Climate of Trust and Openness • Open communication and dialogue encourage honesty • Enhanced interpersonal skills can also foster openness, honesty, and trust • Using multiple channels increases effectiveness of communication • Organizational structure should fit communication needs

  7. Communicating Among People • Open Communication means sharing all types of information throughout the organization • Centralized network: team members communicate through one individual • Decentralized network: individuals communicate freely with other team members.

  8. 17.3 Communication Networks

  9. Communication Channels • Managers must choose appropriate channels to convey messages • Routine versus nonroutine messages • Each communication channel has advantages and disadvantages • Channel richness – the amount of information that can be communicated in an episode

  10. 17.4 A Continuum of Channel Richness

  11. Communicating to Persuade and Influence Others • Issuing directives is no longer effective To persuade and influence • Establish credibility • Build goals on common ground • Connect emotionally • Use multiple media to send important messages Communication Apprehension- fear of communication

  12. Communicating with Candor • A confident, positive approach • Use “I statements” • Stick to facts rather than judgments • Be clear, specific, direct in your requests.

  13. Asking Questions • Asking questions builds trust and openness between managers and employees • Asking questions builds critical thinking skills • Questions stimulate the mind and give people a chance to make a difference

  14. Listening The skill of grasping both facts and feelings to interpret a message’s meaning • Listening to employees and customers is important • Information in organizations flows from the bottom up • Managers today know the importance of feedback • Blogs are being used to stay in touch with employees and customers

  15. 17.5 Ten Keys to Effective Listening

  16. Nonverbal Communication • Message sent through human actions and behavior • Body language • Facial expressions • Gestures • Touch • Use of space • Can express enthusiasm, warmth, confidence, arrogance, indifference, and displeasure

  17. Workplace Communication • Four elements of workplace communication • Using social media to improve internal and external communication • Using informal, personal communication channels • Establishing formal communication channels • Developing strategies for crisis communication

  18. Social Media • Listening to customers • Communicating to customers • Engaging employees

  19. Personal Communication Channels • Personal communication may exist with formal channels • Personal communication network is personal networking across organizational boundaries • The grapevine “gossip” can be a valuable tool for managers; it links people across the organization • Written communication is a key skill with the growth of e-mail and collaboration

  20. 17.6 An Organizational Communication Network

  21. 17.7 Downward, Upward, and Horizontal Communication in Organizations

  22. Tips for Improving Writing Skills • Respect the reader • Know your point and get to it • Write clearly rather than impressively • Get a second opinion

  23. Crisis Communication • Communication is crucial during times of crisis • Management skills for dealing with crisis: • Stay calm, listen hard • Be visible • Get the awful truth out • Communicate a vision for the future

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