1、Fundamentals of ManagementTenth EditionChapter 12Managing Communication and InformationLearning Objectives12.1 Describe what managers need to know about communicating effectively.12.2 Explain how technology affects managerial communication.12.3 Discuss contemporary issues in communication.Learning O
2、bjectives 12.1 Define what managers need to know about communicating effectively.Effective CommunicationCommunication:a transfer of understanding and meaning from one person to another.Exhibit 12-1 The Communication ProcessFactors Affecting Encoding Skill Attitudes Knowledge Social cultural systemCo
3、mmunication Channels Formal channels Informal channelsDecoding and FeedbackDecoding:translating a received message.Feedback:checking to see how successfully a message has been transferred.Written vs.Verbal Communication Advantages Tangible/verifiable Permanent record Stored for later reference Well-
4、thought outDrawbacks Time consuming Doesnt lend itself to feedback like oral communicationThe GrapevineThe Grapevine:Fruitful or Not?Nonverbal CuesIts not WHAT you say but HOW you say it.Communication BarriersExhibit 12-2 Barriers to Effective CommunicationBarrierDescriptionFilteringThe deliberate m
5、anipulation of information to make it appear more favorable to the receiver.Selective PerceptionReceiving communications on the basis of what one selectively sees and hears depending on his or her needs,motivation,experience,background,and otherpersonal characteristics.Information OverloadWhen the a
6、mount of information one has to work with exceeds ones processing capacity.EmotionsHow the receiver feels when a message is received.LanguageWords have different meanings to different people.Receivers will use their definition of words being communicated.GenderHow males and females react to communic
7、ation may be different,and they each have a different communication style.National CultureCommunication differences arising from the different languages that individuals use to communicate and the national culture of which they are a part.Overcoming Communication BarriersExhibit 12-3 Overcoming Barr
8、iers to Effective CommunicationUse FeedbackCheck the accuracy of what has been communicatedor what you think you heard.Simplify LanguageUse words that the intended audience understands.Listen ActivelyListen for the full meaning of the message without making premature judgment or interpretationor thi
9、nking about what you are going to say in response.Constrain EmotionsRecognize when your emotions are running high.When they are,dont communicate until you have calmed down.Watch Nonverbal CuesBe aware that your actions speak louder than your words.Keep the two consistent.Learning Objectives 12.2 Exp
10、lain how technology affects managerial communication.Technology and CommunicationIT is where its at!Networked computer systems Wireless capabilitiesNetworked CommunicationNetworked Communication Applications(1 of 2)1.E-mail2.Instant messaging(IM)3.Voice mail4.Fax machinesNetworked Communication Appl
11、ications(2 of 2)5.Electronic Data interchange(EDI)6.Teleconference and videoconference meetings7.Organizational intranet 8.Organizational extranet9.Internet-based voice/video communicationWireless CommunicationPeople dont need to be physically at the office to communicate,collaborate,and share infor
12、mation with managers and colleagues.Learning Objectives 12.3 Discuss contemporary issues in communication.Contemporary Issues Communication management in an Internet world Managing the organizations knowledge resources Communicating with customers Getting employee input Communicating ethicallyCommun
13、ication in an Internet WorldThis is BIG!Legal and security issues Lack of personal interactionLegal and Security Issues Electronic information is potentially admissible in court Sensitive,proprietary information is at riskPersonal InteractionSocial media can minimize personal interaction.Knowledge M
14、anagementCultivating a learning culture in which organizational members systematically gather knowledge and share it with others.Customer ServiceThree components in any service delivery process:Customer Service organization Individual service providerStrong Service CultureFinding out what customer n
15、eeds are,meeting these needs,and following up to make sure those needs were met satisfactorily.Employee InputExhibit 12-4 How to Let Employees Know Their Input MattersSource:Robbins,Stephen P.,Coulter,Mary,Management,12th Ed.,2016,p.421.Reprinted and electronically reproduced by permission of Pearson Education,Inc.,New York,NY.Ethical CommunicationPresented material that contains all the relevant information,is true in every sense,and is not deceptive in any way.
