Chapter 12
Communication
The Communication Process
Noise
Encoding
Communication
Media
Decoding
Noise
2
Aspects of Nonverbal
Communication
Hand and body gestures
2.
Facial expressions and movements
3.
Posture
4.
Body placement
5.
Voice quality
6.
Clothing, dress, and appearance
Note: All of the above can be ambiguous.
1.
3
Formal Communication
Channels





Organization chart shows formal paths
Meetings of all sizes
Web log initiated by the company
RSS (really simple syndication)
enhances formal communication
Management by walking around (yet
also informal channel)
4
Informal Communication
Channels




Created from informal communication
networks
Leaders use informal networks to
accomplish their goals
Chance encounters between managers
and employees enhance communication
Rumors and gossip travel on grapevine
5
Four Vehicles for
Upward Communication




Open-door policy (“Let’s talk.”)
Town hall meetings (“Let’s work it out.”)
Complaint program and hotlines. (“I’ve
been harassed.”)
Web logs and blogs (“Here’s my
reaction to the downsizing.”)
6
Organization Learning




Skilled at creating, acquiring, and
transferring knowledge based on good
communication.
Knowledge management gets right
knowledge to right people at right time.
Knowledge in peoples’ head must be
systematized.
A problem is that workers hoard ideas.
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Communication
Barriers
1.
2.
3.
4.
5.
6.
7.
Low motivation and interest
Inappropriate language
Defensive communication
Insufficient nonverbal communication
Information overload
Poor communication skills
Electronic communication problems
8
Overcoming
Communication Barriers
1.
2.
3.
4.
5.
Understand the receiver (strive for
understanding).
Communicate assertively and directly.
Use two-way communication and ask
for clarification.
Elicit verbal and nonverbal feedback.
Enhance listening skills (active
listening helps).
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Overcoming Communication
Barriers, continued
6.
7.
8.
Unite with a common vocabulary
(units may speak in different terms).
Be sensitive to cultural differences
(e.g., use straightforward language
and speak clearly).
Engage in metacommunication
(communicate about your
communication).
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How to Conduct an
Effective Meeting
1.
2.
3.
4.
5.
Meet only for valid reasons.
Start and stop on time, refreshments.
Keep comments brief and to the point.
Avoid electronic distractions (agree on
use of laptops, cell phones, and
BlackBerrys).
Capitalize on technology when
appropriate.
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How to Conduct an
Effective Meeting, continued
6.
7.
8.
9.
Encourage critical feedback and
commentary.
Strive for wide participation.
Solve small issues ahead of time with
e-mail.
Consider “huddling” when quick action
is needed.
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Ethical Political Tactics
1.
2.
3.
4.
5.
6.
Develop power contacts (golf is good).
Be courteous, pleasant, and positive.
Create a positive image.
Ask satisfied customers to contact
your boss.
Be politically correct.
Send thank-you notes to many people.
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Control of Negative
Organizational Politics
1.
2.
3.
4.
Be aware of presence of politics.
Open communication (“Here’s how
you get promoted around here.”)
Avoid favoritism (“My boyfriend gets
only the bonus he deserves.”)
Find a way to talk about territorial
games (“No hogging resources.”)
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