Communicating
Chapter Fifteen
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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.
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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
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Interpersonal Communication
Communication

The transmission of information and meaning
from one party to another through the use of
shared symbols
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A Model of One-Way Communication
Figure 15.1
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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.
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Media Richness
 Media richness
 The degree to which
a communication
channel conveys
information.
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Adding Power to Your Presentation
Table 15.1
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Adding Power to Your Presentation
Table 15.4
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Listening
 Reflection
 Process by which a
person states what
he or she believes
the other person is
saying
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Information Loss in
Downward Communication
Figure 15.2
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Organizational Communication
Coaching

Dialogue with a goal of helping another be more
effective and achieve his or her full potential on
the job.
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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
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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.
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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
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