Communicating
Chapter Fifteen
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
Learning Objectives
LO 1 Discuss important advantages of two-way
communication.
LO 2 Identify communication problems to avoid.
LO 3 Describe when and how to use the various
communication channels.
LO 4 Summarize ways to become a better
sender and receiver of information.
15-2
Learning Objectives (cont.)
LO 5 Explain how to improve downward,
upward, and horizontal communication
LO 6 Summarize how to work with the company
grapevine
LO 7 Describe the boundaryless organization
and its advantages
15-3
Interpersonal Communication
Communication

The transmission of information and meaning
from one party to another through the use of
shared symbols
15-4
Interpersonal Communication
 The sender initiates the process by conveying
information to the receiver—the person for whom
the message is intended.
 The sender has a meaning he or she wishes to
communicate and encodes the meaning into
symbols (the words chosen for the message).
 Then the sender transmits, or sends, the message
through some channel, such as a verbal or written
medium.
15-5
Interpersonal Communication
The receiver decodes the message (e.g., reads
it) and attempts to interpret the sender’s
meaning.
The receiver may provide feedback to the
sender by encoding a message in response to
the sender’s message.
15-6
Interpersonal Communication
 Noise
 interference in the

system
blocks perfect
understanding
 Examples of Noise
 ringing telephones
 thoughts about other
things
 simple fatigue or
stress
15-7
One-Way versus Two-Way
Communication
One-way communication

A process in which information flows in only one
direction—from the sender to the receiver, with
no feedback loop.
15-8
A Model of One-Way Communication
Figure 15.1
15-9
One-Way versus Two-Way
Communication
Two-way communication

A process in which information flows in two
directions—the receiver provides feedback, and
the sender is receptive to the feedback.
15-10
Question
___________ is the process of withholding,
ignoring, or distorting information
A. Perception
B. Filtering
C. Acuity
D. Discernment
15-11
Communication Pitfalls
 Perception
 The process of
receiving and
interpreting
information
 Filtering
 The process of
withholding,
ignoring, or
distorting
information
15-12
Oral and Written Channels
 Oral communication
 includes face-to-face
discussion, telephone
conversations, and
formal presentations
and speeches
 Written
communication
 includes e-mail,
memos, letters,
reports, computer
files, and other
written documents
15-13
Oral Communication
Advantages
Disadvantages
Questions can be asked It can lead to
and answered
Feedback is immediate
and direct
More persuasive
spontaneous, illconsidered statements
(and regret)
There is no permanent
record of it
15-14
Written Communication
Advantages
Disadvantages
Message can be revised
Sender has no control
several times
Permanent record that
can be saved
Message stays the same
even if relayed through
many people
Receiver has more time
to analyze the message
over where, when, or if
the message is read
Sender does not receive
immediate feedback
Receiver may not
understand parts of the
message
15-15
Electronic Media
Teleconferencing

groups of people in different locations interact
over telephone lines and perhaps also see one
another on television monitors as they
participate in group discussions
(videoconferencing)
15-16
Advantages of Electronic
Communication
1. The sharing of more information
2. The speed and efficiency in delivering routine
3.
messages to large numbers of people across
vast geographic areas
Can save companies untold amounts of
paper, postage, meetings, travel budgets,
conference calls, and the time required to
coordinate it all
15-17
Disadvantages of Electronic
Communication
1. Difficulty of solving complex problems that
2.
3.
require more extended, face-to-face interaction
Inability to pick up subtle, nonverbal, or
inflectional clues about what the communicator is
thinking or conveying
Electronic messages sometimes are seen by those
for whom they are not intended
15-18
The Virtual Office
Virtual office

A mobile office in which people can work
anywhere, as long as they have the tools to
communicate with customers and colleagues.
15-19
Media Richness
 Media richness
 The degree to which
a communication
channel conveys
information.
15-20
Adding Power to Your Presentation
Table 15.1
15-21
Adding Power to Your Presentation
Table 15.4
15-22
Nonverbal Skills
1. Use time appropriately
2. Make your office arrangement conducive to
3.
open communication
Remember your body language
15-23
Listening
 Reflection
 Process by which a
person states what
he or she believes
the other person is
saying
15-24
Ten Keys to Effective Listening
1. Find an area of interest
2. Judge content, not delivery
3. Hold your fire
4. Listen for ideas
5. Be flexible
15-25
Ten Keys to Effective Listening
6. Resist distraction
7. Exercise your mind.
8. Keep your mind open
9. Capitalize on thought speed
10.Work at listening
15-26
Observing
A vital source of useful observations comes
from personally visiting people, plants, and
other locations to get a firsthand view
You must accurately interpret what you
observe
15-27
Organizational Communication
Downward communication

Information that flows from higher to lower
levels in the organization’s hierarchy
15-28
Information Loss in
Downward Communication
Figure 15.2
15-29
Organizational Communication
Coaching

Dialogue with a goal of helping another be more
effective and achieve his or her full potential on
the job.
15-30
Organizational Communication
Open-book management

Practice of sharing with employees at all levels of
the organization vital information previously
meant for management’s eyes only
15-31
Organizational Communication
 Upward
communication
 Information that
flows from lower to
higher levels in the
organization’s
hierarchy.
15-32
Organizational Communication
Horizontal communication




Information moving between people on the
same hierarchical level
allows sharing of information, coordination, and
problem solving among units
helps solve conflicts
provides social and emotional support to people.
15-33
Question
What is the social network of informal
communications?
A. Second Life
B. Facebook
C. Grapevine
D. Scuttlebutt
15-34
Informal Communication
Grapevine




the social network of informal communications.
provides people with information
helps them solve problems
teaches them how to do their work successfully
15-35
Managing Informal Communication
Don’t allow malicious gossip.
Managers should talk to the key people
involved to get the facts and their
perspectives
Neutralize rumors once they have started
15-36
Managing Informal Communication
Suggestions for preventing rumors from starting
include:
Explaining events that are important but have
not been explained
Dispelling uncertainties by providing facts
Working to establish open communications
and trust over time.
15-37
Boundarylessness
 Boundaryless
organization
 organization in which
there are no barriers
to information flow
15-38
Boundarylessness
Boundaryless organization

implies information available as needed moving
quickly and easily enough so that the
organization functions far better as a whole than
as separate parts.
15-39
Video: Energizer
Is marketing one-way or two-way
communication? Why?
15-40