1. Chapter 10 Organizational Communications 1 Chapter 10 Organizational Communications ©2008 Thomson/South-Western

2. Chapter 10 Organizational Communications 2 Lesson 10.1 The Communication Process Goals Describe the communication process and barriers to effective communication. Describe the various communication channels.

3. Chapter 10 Organizational Communications 3 The Communication Model Communication — sharing of information in which the receiver understands the meaning of the message in the way the sender intended Feedback — receiver’s response to a sender’s message Distraction — anything that interferes with the sender’s creating and delivering a message and the receiver’s getting and interpreting a message Distortion — how people change messages, consciously or unconsciously

4. Chapter 10 Organizational Communications 4 How Managers Communicate

5. Chapter 10 Organizational Communications 5 Channels of Communication Oral communication Written communication Nonverbal communication Electronic communication — can be verbal, written, or nonverbal

6. Chapter 10 Organizational Communications 6 Lesson 10.2 Corporate Communications Explain how corporate culture influences formal and informal communication networks. Describe how to conduct effective meetings.

7. Chapter 10 Organizational Communications 7 Communication Networks Formal communication network — system of official channels that carry organizationally approved messages; communication may be upward, downward, or lateral Informal communication network — unofficial ways that employees share information in an organization

8. Chapter 10 Organizational Communications 8 Conducting Effective Meetings Nominal group technique (NGT) — group problem-solving method in which members write down and evaluate ideas to be shared with the group Brainstorming — group discussion technique used to generate as many ideas as possible for solving a problem

9. Chapter 10 Organizational Communications 9 Lesson 10.3 Organizational Communication Goals Describe different ways to resolve communication conflicts. Describe the problems that can occur with cross-cultural communication. Identify ways to improve communication in organizations.

10. Chapter 10 Organizational Communications 10 Resolving Conflict Avoidance strategy — taking a neutral position or agreeing with another person’s position even if it differs from your own Compromise strategy — all parties agreeing to a mutually acceptable solution Win/lose strategy — one person winning, one person losing, no one compromising

11. Chapter 10 Organizational Communications 11 Cross-Cultural Communication Problems Language differences Cultural differences Nonverbal differences

12. Chapter 10 Organizational Communications 12 Improving Organizational Communications Encourage two-way communication. Listen actively. Facilitate upward communication. Select communication channels carefully.

13. Chapter 10 Organizational Communications 13 10 Rules for Good Listening 1. Stop talking. 2. Put the talker at ease. 3. Show the talker that you want to listen. 4. Remove distractions. 5. Empathize with talkers. 6. Be patient. 7. Hold your temper. 8. Go easy on argument and criticism. 9. Ask questions. 10. Stop talking!