15 Communication OThe McGraw-Hill Companies. Inc, 2000
15-1 Irwin/McGraw-Hill ©The McGraw-Hill Companies, Inc., 2000 Communication 15
15-2 Importance of Good Communication o Good communication allows a firm to a Learn new skills and technologies a Become more responsive to customers a Improve quality of their product or service ■ Foster innovation eFfective communication is needed by all Managers " win/MeGraw-HHill CThe McGraw-Hill Companies, Inc, 2000
15-2 Irwin/McGraw-Hill ©The McGraw-Hill Companies, Inc., 2000 Importance of Good Communication ⚫Good Communication allows a firm to ◼ Learn new skills and technologies. ◼ Become more responsive to customers. ◼ Improve Quality of their product or service. ◼ Foster innovation ⚫Effective communication is needed by all Managers
15-3 The Communication process Communication consists of two phases 1. Transmission phase: information is shared by 2 or more people 2. Feedback phase: a common understanding 1s assured Starts with the Sender who wants to share information Sender must decide on a message to share Sender also puts the message into symbols or language a process called encoding Noise: anything harming the communication process " win/MeGraw-HHill CThe McGraw-Hill Companies, Inc, 2000
15-3 Irwin/McGraw-Hill ©The McGraw-Hill Companies, Inc., 2000 The Communication Process ◼ Communication consists of two phases: 1. Transmission phase: information is shared by 2 or more people. 2. Feedback phase: a common understanding is assured. ◼ Starts with the Sender who wants to share information. ◆ Sender must decide on a message to share ◆ Sender also puts the message into symbols or language, a process called encoding. Noise: anything harming the communication process
15-4 The Communication Process Figure 15.1 Transmission phase Message y Encoding Mediun→ Decoding NOISE Receiver ender (now sender Decoding Medium Encoding Message Feedback Phase " win/MeGraw-HHill CThe McGraw-Hill Companies, Inc, 2000
15-4 Irwin/McGraw-Hill ©The McGraw-Hill Companies, Inc., 2000 The Communication Process Message Encoding Medium Decoding Decoding Medium Encoding Message Receiver (now sender) Sender Transmission Phase Feedback Phase NOISE Figure 15.1
15-5 The Communication process Messages are transmitted over a medium to a receiver o Medium: pathway the message is transmitted on (phone, letter) Receiver: person getting the message Receiver next decodes the message Decoding allows the receiver to understand the message o This is a critical point, can lead to mis-understanding Feedback is started by receiver and states that the message is understood or that it must be re-sent " win/MeGraw-HHill CThe McGraw-Hill Companies, Inc, 2000
15-5 Irwin/McGraw-Hill ©The McGraw-Hill Companies, Inc., 2000 The Communication Process ◼ Messages are transmitted over a medium to a receiver. ◆ Medium: pathway the message is transmitted on (phone, letter). ◆ Receiver: person getting the message. ◼ Receiver next decodes the message. ◆ Decoding allows the receiver to understand the message. ◆ This is a critical point, can lead to mis-understanding. ◼ Feedback is started by receiver and states that the message is understood or that it must be re-sent
15-6 Communication ssues Encoding of messages can be done verbally or non verbally Verbal: spoken or written communication Nonverbal: facial gestures, body language, dress Sender and receiver communicate based on their perception e Subjective perception can lead to biases and stereoty pes that hurt communication Effective Managers avoid communicating based on a elief. pre-set bellei " win/MeGraw-HHill CThe McGraw-Hill Companies, Inc, 2000
15-6 Irwin/McGraw-Hill ©The McGraw-Hill Companies, Inc., 2000 Communication Issues ◼ Encoding of messages can be done verbally or nonverbally ◆ Verbal: spoken or written communication. ◆ Nonverbal: facial gestures, body language, dress. ◼ Sender and receiver communicate based on their perception. ◆ Subjective perception can lead to biases and stereotypes that hurt communication. ◆ Effective Managers avoid communicating based on a pre-set belief
15-7 Dangers of Ineffective Communication Managers spend most of their time communicating so both they and the subordinates must be effective communicators To be effective Select an appropriate medium for each message There is no onebest " medium e Consider information richness: the amount of information a medium can carry a Medium with high richness can carry much information to aid understanding Is there a need for a paper/electronic trail to provide documentation? " win/MeGraw-HHill CThe McGraw-Hill Companies, Inc, 2000
15-7 Irwin/McGraw-Hill ©The McGraw-Hill Companies, Inc., 2000 Dangers of Ineffective Communication ◼ Managers spend most of their time communicating so both they and the subordinates must be effective communicators. To be effective: ◼ Select an appropriate medium for each message. ◼ There is no one “best” medium. ◆ Consider information richness: the amount of information a medium can carry. ◼ Medium with high richness can carry much information to aid understanding. ◆ Is there a need for a paper/electronic trail to provide documentation?
15-8 Information Richness and Media Type Figure 15.2 Richness Face-to-face communication Ⅴ erbal communication electronically transmitted Verbal communicatio electronically transmitted Impersonal written commune ication Richness " win/MeGraw-HHill CThe McGraw-Hill Companies, Inc, 2000
15-8 Irwin/McGraw-Hill ©The McGraw-Hill Companies, Inc., 2000 Information Richness and Media Type Face-to-face communication Verbal communication electronically transmitted Verbal communication electronically transmitted Impersonal written communication High Richness Low Richness Figure 15.2
15-9 Communication media Face-to-Face: highest information richness o Can take advantage of verbal and nonverbal signals e Provides for instant feedback a Management by wandering around takes advantage of this with informal talks to workers Video Conferences: provide much of this richness a Reduce travel costs and meeting times Verbal Communication electronically transmitted has next highest richness e Phone conversations but no visual nonverbal cues a Do have tone of voice, senders emphasis and quick feedback " win/MeGraw-HHill CThe McGraw-Hill Companies, Inc, 2000
15-9 Irwin/McGraw-Hill ©The McGraw-Hill Companies, Inc., 2000 Communication Media Face-to-Face: highest information richness. ◆ Can take advantage of verbal and nonverbal signals. ◆ Provides for instant feedback. ◼ Management by wandering around takes advantage of this with informal talks to workers. ◆ Video Conferences: provide much of this richness. ◼ Reduce travel costs and meeting times. Verbal Communication electronically transmitted: has next highest richness. ◆ Phone conversations, but no visual nonverbal cues. ◼ Do have tone of voice, sender’s emphasis and quick feedback
15-10 Communication media Personally Addressed Written Communication: lower richness than the verbal forms but still is directed at a given person Personal addressing helps ensure receiver reads it a Letters and e-mail are common forms o Cannot provide instant feedback to sender but can get feedback later Excellent for complex messages needing follow-up Impersonal Written Communication: lowest richness o Good for messages to many receivers. Little feedback is expected a Newsletters, reports are examples " win/MeGraw-HHill CThe McGraw-Hill Companies, Inc, 2000
15-10 Irwin/McGraw-Hill ©The McGraw-Hill Companies, Inc., 2000 Communication Media Personally Addressed Written Communication: lower richness than the verbal forms, but still is directed at a given person. ◆ Personal addressing helps ensure receiver reads it. ◼ Letters and e-mail are common forms. ◆ Cannot provide instant feedback to sender but can get feedback later. ◼ Excellent for complex messages needing follow-up. Impersonal Written Communication: lowest richness. ◆ Good for messages to many receivers. Little feedback is expected. ◼ Newsletters, reports are examples
