Chapter 11 Communicating and Information Technology Management Fundamentals Concepts Applications Third Edition Copyright © 2006 Thomson Business and Economics. All rights reserved. Skill Development Robert N. Lussier PowerPoint Presentation by Charlie Cook The University of West Alabama Learning Outcomes After studying this chapter, you should be able to: 1. Describe the three ways communication flows through organizations. 2. List the four steps in the interpersonal communication process. 3. State the major advantages of oral communication and written communication. 4. State a general guide to channel selection. 5. List the five steps in the process of sending face-to-face messages. 6. Describe paraphrasing, and explain why it is useful. 7. List and explain the three parts of the process of receiving messages. Copyright © 2006 Thomson Business and Economics. All rights reserved. 11–2 Learning Outcomes (cont’d) 8. Define reflecting responses, and state when they should be used. 9. Discuss what should and should not be done to calm an emotional person. 10. Describe the three primary types of information systems and their relationship. 11. List the components of an information network. Copyright © 2006 Thomson Business and Economics. All rights reserved. 11–3 Learning Outcomes (cont’d) 12. Define the following key terms: communication vertical communication horizontal communication grapevine communication process encoding communication channel decoding nonverbal communication message-sending process feedback paraphrasing message-receiving process reflecting responses empathic listening Copyright © 2006 Thomson Business and Economics. All rights reserved. 11–4 Organizational Communication • Vertical Communication – • Horizontal Communication – • _________________________________________________ _________________________________________________ _________________________________________________ _________________________________________________ Grapevine – _________________________________________________ _________________________________________________ Copyright © 2006 Thomson Business and Economics. All rights reserved. 11–5 Information Technology • Data – • _________________________________________________ Information – – _________________________________________________ _________________________________________________ Useful information is: 1. _____________________________________________ 2. _____________________________________________ _____________________________________________ 3. _____________________________________________ _____________________________________________ Copyright © 2006 Thomson Business and Economics. All rights reserved. 11–6 Information Technology (cont’d) • Information Technology (IT) – • The Internet – • _________________________________________________ _________________________________________________ _________________________________________________ _________________________________________________ Business Portal – _________________________________________________ _________________________________________________ _________________________________________________ Copyright © 2006 Thomson Business and Economics. All rights reserved. 11–7 Information Technology (cont’d) • Databases – • _________________________________________________ _________________________________________________ _________________________________________________ _________________________________________________ Wireless Communication – _________________________________________________ _________________________________________________ _________________________________________________ _________________________________________________ Copyright © 2006 Thomson Business and Economics. All rights reserved. 11–8 Oral Communication • Advantages • Disadvantages – _____________________ – _____________________ – _____________________ Copyright © 2006 Thomson Business and Economics. All rights reserved. – _____________________ _____________________ 11–9 Nonverbal Communication • Nonverbal Communication – – – _________________________________________________ Body language • _____________________________________________ • _____________________________________________ • _____________________________________________ • _____________________________________________ Disadvantage • _____________________________________________ _____________________________________________ Copyright © 2006 Thomson Business and Economics. All rights reserved. 11–10 Written Communication • Advantages • Disadvantages – _____________________ _____________________ Copyright © 2006 Thomson Business and Economics. All rights reserved. – _____________________ _____________________ – _____________________ _____________________ 11–11 Selecting the Message Transmission Channel • Media Richness – _________________________________________________ _________________________________________________ • Oral channels ________________________________ _____________________________________________ • Written channels ______________________________ _____________________________________________ • Combined channels ___________________________ _____________________________________________ Copyright © 2006 Thomson Business and Economics. All rights reserved. 11–12 Sending Messages • Planning the Message – – – – – _________________________________________ _________________________________________ _________________________________________ _________________________________________ _________________________________________ Copyright © 2006 Thomson Business and Economics. All rights reserved. 11–13 The Message-Sending Process 1. 2. 3. 4. 5. Exhibit 11–5 Copyright © 2006 Thomson Business and Economics. All rights reserved. 11–14 Checking Understanding: Feedback • Feedback – • Paraphrasing – • _________________________________________________ _________________________________________________ _________________________________________________ Feedback Problems – – – _________________________________________________ _________________________________________________ _________________________________________________ Copyright © 2006 Thomson Business and Economics. All rights reserved. 11–15 Checking Understanding: Feedback (cont’d) • How to Get Feedback – – – – _________________________________________________ _________________________________________________ _________________________________________________ _________________________________________________ _________________________________________________ _________________________________________________ _________________________________________________ _________________________________________________ Copyright © 2006 Thomson Business and Economics. All rights reserved. 11–16 Response Styles • Advising • Reassuring – ________________________ ________________________ ________________________ • Diverting – ________________________ ________________________ ________________________ • Reflecting – ________________________ ________________________ ________________________ – ________________________ ________________________ ________________________ • Probing – ________________________ ________________________ ________________________ Copyright © 2006 Thomson Business and Economics. All rights reserved. 11–17 Dealing With Emotional People • Dimensions of Emotional Intelligence 1. _________________________________________________ 2. _________________________________________________ 3. _________________________________________________ 4. _________________________________________________ 5. _________________________________________________ Copyright © 2006 Thomson Business and Economics. All rights reserved. 11–18 Dealing With Emotional People (cont’d) • Dealing with Emotional People – _________________________________________ – _________________________________________ – _________________________________________ • Reflective Empathic Listening – _________________________________________ _________________________________________ Copyright © 2006 Thomson Business and Economics. All rights reserved. 11–19 Criticism • Giving Criticism – _________________________________________ – _________________________________________ • Getting Criticism – _________________________________________ – _________________________________________ Copyright © 2006 Thomson Business and Economics. All rights reserved. 11–20 Types of Information Systems (IS) • Transaction Processing Systems (TPS) – • Management Information Systems (MIS) – – • _________________________________________________ _________________________________________________ _________________________________________________ _________________________________________________ Executive Information Systems (EIS) – – _________________________________________________ _________________________________________________ Copyright © 2006 Thomson Business and Economics. All rights reserved. 11–21 Types of Information Systems (IS) (cont’d) • Decision Support Systems (DSS) – _________________________________________ _________________________________________ – _________________________________________ _________________________________________ – _________________________________________ _________________________________________ Copyright © 2006 Thomson Business and Economics. All rights reserved. 11–22 Information Networks • Information Networks – _________________________________________________ _________________________________________________ _________________________________________________ _________________________________________________ – P2P: ____________________________________________ – B2C: ____________________________________________ _________________________________________________ – B2B: ____________________________________________ _________________________________________________ Copyright © 2006 Thomson Business and Economics. All rights reserved. 11–23