1. Chapter 6, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Fundamentals of Management, Sixth Canadian Edition 6-1 Copyright © 2011 Pearson Canada Inc. Chapter 6 CHAPTER 6: Communication and Information Technology Business Management 12 Stewart

2. Chapter 6, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Fundamentals of Management, Sixth Canadian Edition 6-2 Copyright © 2011 Pearson Canada Inc. What Is Communication? Communication  The transfer and understanding of meaning  Interpersonal communication Communication between two or more people  Organizational communication All the patterns, network, and systems of communications within an organization

3. Chapter 6, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Fundamentals of Management, Sixth Canadian Edition 6-3 Copyright © 2011 Pearson Canada Inc. Functions of Communication Control Motivation Emotional Expression Information

4. Chapter 6, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Fundamentals of Management, Sixth Canadian Edition 6-4 Copyright © 2011 Pearson Canada Inc. Interpersonal Communication Message  The purpose to be conveyed (the sender’s meaning) Encoding  The message is converted into symbols Channel  The medium through which the message travels Decoding  The receiver’s translation of the message Noise  Disturbances that interfere with communications

5. Chapter 6, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Fundamentals of Management, Sixth Canadian Edition 6-5 Copyright © 2011 Pearson Canada Inc.

6. Chapter 6, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Fundamentals of Management, Sixth Canadian Edition 6-6 Copyright © 2011 Pearson Canada Inc. Interpersonal Communication Channels Face-to-face Telephone Group meetings Formal presentations Memos Postal mail Fax Publications Bulletin boards Audio-/videotapes Hot lines E-mail Computer conference Voice mail Teleconference Videoconference

7. Chapter 6, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Fundamentals of Management, Sixth Canadian Edition 6-7 Copyright © 2011 Pearson Canada Inc. Types of Organizational Communication Formal Communication  Follows the official chain of command or is part of the communication required to do one’s job Informal Communication  Is not defined by the organization’s hierarchy Satisfies employees’ needs for social interaction Can improve an organization’s performance by creating faster and more effective communication channels

8. Chapter 6, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Fundamentals of Management, Sixth Canadian Edition 6-8 Copyright © 2011 Pearson Canada Inc. Direction of Communication Flow Downward Communication  Flows from managers to employees to inform, direct, coordinate, and evaluate employees Upward Communication  Flows from employees to managers to keep them aware of employee needs  Managers rely on it for ideas for improvement creating a climate of trust and respect

9. Chapter 6, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Fundamentals of Management, Sixth Canadian Edition 6-9 Copyright © 2011 Pearson Canada Inc. Direction of Communication Flow (cont’d) Lateral Communication  Takes place among employees on the same organizational level  Saves time and facilitates coordination Diagonal Communication  Cuts across work areas and organizational levels in the interest of efficiency and speed

10. Chapter 6, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Fundamentals of Management, Sixth Canadian Edition 6-10 Copyright © 2011 Pearson Canada Inc. Types of Communication Networks Chain Network  Communication flows according to the formal chain of command, both downward and upward Wheel Network  Communication flows between the leader (hub) and others in the group All-Channel Network  Communication flows freely among all members of the work team

11. Chapter 6, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Fundamentals of Management, Sixth Canadian Edition 6-11 Copyright © 2011 Pearson Canada Inc.

12. Chapter 6, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Fundamentals of Management, Sixth Canadian Edition 6-12 Copyright © 2011 Pearson Canada Inc. The Grapevine An informal communication network active in almost every organization  Provides a channel for issues not suitable for formal communication channels  The negative impact of information passed on the grapevine can be countered by open and honest communication with employees  It should be “managed” as an important information network

13. Chapter 6, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Fundamentals of Management, Sixth Canadian Edition 6-13 Copyright © 2011 Pearson Canada Inc. Understanding Information Technology How Information Technology (IT) affects communication  Increased ability to monitor individual and team performance  Faster decision making based on more complete information  More collaboration and sharing of information  Enables employees to be fully accessible

14. Chapter 6, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Fundamentals of Management, Sixth Canadian Edition 6-14 Copyright © 2011 Pearson Canada Inc. Understanding Information Technology (cont’d) Significant IT impacts on managerial communication  Email  Instant messaging  Social networking websites such as Facebook and LinkedIn

15. Chapter 6, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Fundamentals of Management, Sixth Canadian Edition 6-15 Copyright © 2011 Pearson Canada Inc. How IT Affects Organizations Removes the constraints of time and distance  Allows widely dispersed employees to work together Provides for the sharing of information  Increases effectiveness and efficiency Integrates decision making and work  Provides more complete information and participation for better decisions Creates problems of constant accessibility for employees  Blurs the line between work and personal lives

16. Chapter 6, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Fundamentals of Management, Sixth Canadian Edition 6-16 Copyright © 2011 Pearson Canada Inc. Tips for Sending Effective Emails Always use the subject line Be careful using emoticons and acronyms for business communication Write clearly and briefly Copy e-mails to others only if they really need the information Sleep on angry e-mails before sending