2015 Cengage Learning MGMT7 2015 Cengage Learning 151 explain the role that perception plays in communication and communication problems 152 describe the communication process and the various kinds of communication in organizations ID: 726327
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Chapter 15Managing Communication
© 2015 Cengage Learning
MGMT7Slide2
© 2015 Cengage Learning
15-1 explain the role that perception plays in communication and communication problems
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describe the communication process and the various kinds of communication in organizations
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explain how managers can manage one-on-one communication effectively
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describe how managers can manage organization-wide communication effectivelySlide3
Perception
The process by which individuals attend to, organize, interpret, and retain information from their environments. © 2015 Cengage Learning
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Basic Perception Process
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Perception Problems
Selective perceptionClosure©
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Perceptions of Others
Attribution theory: we all have a basic need to understand and explain the causes of other people’s behaviorinternal attributionexternal attribution
Defensive bias
Fundamental attribution theory
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Defensive Bias and Fundamental Attribution Error
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Self-Perception
Self-serving biasThe tendency to overestimate our value by attributing success to ourselves and failures to others or the environment©
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The Interpersonal Communication Process
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Noise
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Anything that interferes with the transmission of the intended message.
The sender isn’t sure what message to communicate.
The message is not clearly encoded.
The wrong communication channel is chosen.
The message is not received or decoded properly.
The receiver doesn’t have the experience or time to understand the message.
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Formal Communication Channel
The system of official channels that carry organizationally approved messages and information.
Downward communication
Upward communication
Horizontal communication
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Informal Communication Channel
The transmission of messages from employee to employee outside of formal communication channels. © 2015 Cengage Learning
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Grapevine Communication Networks
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Managing Grapevines
Worst thing to do is withhold informationKeep employees informed about possible changes and strategiesDo not overlook the grapevine as a tremendous source of information and feedback
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Coaching
Communicating with someone for the direct purpose of improving the person’s on-the-job performance.Mistakes managers make
Waiting for a problem before coaching
Waiting too long before talking to employee about problem
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Counseling
Communicating with someone about non-job-related issues.Managers should not be cliniciansDiscuss specific performance problems
Listen if the employee shares personal issues
Recommend that employees call the company’s Employee Assistance Program (EAP)
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Nonverbal Communication
Any communication that doesn’t involve words; almost always accompanies verbal communication and may either support or contradict it. Kinesics
Paralanguage
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Communication Medium
The method used to deliver a message.Oral communicationWritten communication
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Oral Communication
Managers generally prefer oral communication over written because it provides opportunity to ask questions. A rich communication medium
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Written Communication
Well suited for delivering straightforward messages and informationEmail is fastest growing communication form in organizations because of convenience and speed.
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Listening
Most people are terrible listeners, retaining only about 25% of what they hear.About 45% of total communication time is spent listening.
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Active Listening
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Assuming half the responsibility for successful communication by actively giving the speaker nonjudgmental feedback that shows you’ve accurately heard what he or she said.
Clarify responses
Paraphrase
Summarize
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Clarifying, Paraphrasing, and Summarizing Responses for Active Listeners
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Empathetic Listening
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Understanding the speaker’s perspective and personal frame of reference and giving feedback that conveys that understanding to the speaker.
Show desire to understand
Reflect the speaker’s emotions
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Giving Feedback
Destructive feedbackConstructive feedback
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Giving Constructive Feedback
ImmediateSpecificProblem-oriented©
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Improving Transmission
EmailOnline discussion forumsTelevised/videotaped speeches and meetings
Voice messaging
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Establishing Collaborative Discussion Sites
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Organizational Silence
Withholding information about organizational problems or issues.Occurs when employees believe that telling management about problems won’t make a difference, or that they’ll be punished.
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Improving Reception
Company hotlinesSurvey feedback Frequent informal meetings
Surprise visits
Blogs
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Plant Fantasies
Why would Teresa Carleo and Steve Martucci favor face-to-face communication over email when dealing with customers?
Why would
Carleo
and
Martucci
prefer to use electronic communication methods for certain types of communication within the company?
In the video,
Carleo
says that she worries that at times she communicates too much. What steps could she take to confirm that her messages are being heard and understood by others?
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