Description
Business communication is communication that promotes a product, service, or organization; relays information within a business; or functions as an official statement from a company.
15-1
Communication
15-2
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 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 Encoding Medium Decoding
Sender
NOISE
Receiver (now sender)
Decoding
Medium
Encoding
Message
Feedback Phase
15-5
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 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 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
High Richness
Face-to-face communication Verbal communication electronically transmitted
Verbal communication electronically transmitted
Impersonal written communication
Low Richness
15-9
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.
?
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.
15-11
E-Mail Trends
E-mail use is growing rapidly in large firms, and there are even special e-mail etiquette: ? Words in all CAPITALS are seen as “screaming” at the receiver. ? Punctuate your messages for easy reading and don’t ramble on. ? Pay attention to spelling and treat like a written letter. ? E-mail has allowed telecommuting, where workers can work from home and be in touch with e-mail.
?
15-12
Communication Networks
Networks show information flows in an organization. ? Wheel Network: information flow to and from one central member. ? Chain Network: members communicate with people next to them in sequence.
?
Wheel and Chain networks provide for little interaction.
? Circle
Network: members communicate with others close to them in terms of expertise, office location, etc. ? All-Channel Network: found in teams, with high levels of communications between each member and all others.
15-13
Communication Networks in Groups & Teams
Figure 15.3
Wheel Network
Chain Network
Circle Network
All Channel Network
15-14
Organization Communication Networks
Organization chart depicts formal reporting channels. ? Communication is informal and flows around issues, goals, and projects. ? Vertical Communication: goes up and down the corporate hierarchy. ? Horizontal Communication: between employees of the same level.
?
Informal communications can span levels and departments.
? Grapevine:
informal network carrying unofficial information through the firm.
15-15
Organizational Communications Network
Figure 15.4 Formal Communication Informal Communication
15-16
Technological Advances
?
?
?
?
Internet: global system of computer networks Many firms use it to communicate with suppliers. World Wide Web (WWW): provides multimedia access to the Internet. Intranets: use the same information concepts as the Internet, but keep the network inside the firm. Groupware: software designed to let workers share information and improve communication. Best for team oriented support.
15-17
Communication Skills for Managers as Senders
? ? ?
?
?
?
Send clear and complete messages. Encode messages in symbols the receiver understands. Select a medium appropriate for the message AND monitored by the receiver. Avoid filtering (holding back information) and distortion as the message passes through other workers. Ensure a feedback mechanism is included in the message. Provide accurate information to avoid rumors.
15-18
Communication Skills for Managers as Receivers
? Pay
Attention to what is sent as a message. ? Be a good listener: don’t interrupt.
?
? Be
Ask questions to clarify your understanding.
empathetic: try to understand what the sender feels. ? Understand linguistic styles: different people speak differently.
?
? ?
Speed, tone, pausing all impact communication. This is particularly true across cultures. Managers should expect and plan for this.
doc_731582068.ppt
Business communication is communication that promotes a product, service, or organization; relays information within a business; or functions as an official statement from a company.
15-1
Communication
15-2
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 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 Encoding Medium Decoding
Sender
NOISE
Receiver (now sender)
Decoding
Medium
Encoding
Message
Feedback Phase
15-5
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 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 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
High Richness
Face-to-face communication Verbal communication electronically transmitted
Verbal communication electronically transmitted
Impersonal written communication
Low Richness
15-9
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.
?
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.
15-11
E-Mail Trends
E-mail use is growing rapidly in large firms, and there are even special e-mail etiquette: ? Words in all CAPITALS are seen as “screaming” at the receiver. ? Punctuate your messages for easy reading and don’t ramble on. ? Pay attention to spelling and treat like a written letter. ? E-mail has allowed telecommuting, where workers can work from home and be in touch with e-mail.
?
15-12
Communication Networks
Networks show information flows in an organization. ? Wheel Network: information flow to and from one central member. ? Chain Network: members communicate with people next to them in sequence.
?
Wheel and Chain networks provide for little interaction.
? Circle
Network: members communicate with others close to them in terms of expertise, office location, etc. ? All-Channel Network: found in teams, with high levels of communications between each member and all others.
15-13
Communication Networks in Groups & Teams
Figure 15.3
Wheel Network
Chain Network
Circle Network
All Channel Network
15-14
Organization Communication Networks
Organization chart depicts formal reporting channels. ? Communication is informal and flows around issues, goals, and projects. ? Vertical Communication: goes up and down the corporate hierarchy. ? Horizontal Communication: between employees of the same level.
?
Informal communications can span levels and departments.
? Grapevine:
informal network carrying unofficial information through the firm.
15-15
Organizational Communications Network
Figure 15.4 Formal Communication Informal Communication
15-16
Technological Advances
?
?
?
?
Internet: global system of computer networks Many firms use it to communicate with suppliers. World Wide Web (WWW): provides multimedia access to the Internet. Intranets: use the same information concepts as the Internet, but keep the network inside the firm. Groupware: software designed to let workers share information and improve communication. Best for team oriented support.
15-17
Communication Skills for Managers as Senders
? ? ?
?
?
?
Send clear and complete messages. Encode messages in symbols the receiver understands. Select a medium appropriate for the message AND monitored by the receiver. Avoid filtering (holding back information) and distortion as the message passes through other workers. Ensure a feedback mechanism is included in the message. Provide accurate information to avoid rumors.
15-18
Communication Skills for Managers as Receivers
? Pay
Attention to what is sent as a message. ? Be a good listener: don’t interrupt.
?
? Be
Ask questions to clarify your understanding.
empathetic: try to understand what the sender feels. ? Understand linguistic styles: different people speak differently.
?
? ?
Speed, tone, pausing all impact communication. This is particularly true across cultures. Managers should expect and plan for this.
doc_731582068.ppt