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Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved 1 CHAPTER SIXTEEN CHAPTER SIXTEEN Managing Communication Prepared.

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Presentation on theme: "Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved 1 CHAPTER SIXTEEN CHAPTER SIXTEEN Managing Communication Prepared."— Presentation transcript:

1 Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved 1 CHAPTER SIXTEEN CHAPTER SIXTEEN Managing Communication Prepared by Deborah Baker Texas Christian University Effective Management 2nd Edition Chuck Williams Effective Management 2nd Edition Chuck Williams

2 Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved 2 CHAPTER SIXTEEN Basic Perception Process Basic Perception Process Perception Problems Perception Problems Perceptions of Others Perceptions of Others Self-Perception Perception and Communication Problems 1

3 Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved 3 CHAPTER SIXTEEN Basic Perception Process Stimulus Attention Perceptual Filter Organization Perceptual Filter Interpretation Perceptual Filter Retention PerceptualFilter Adapted From Exhibit

4 Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved 4 CHAPTER SIXTEEN The Interpersonal Communication Process Adapted From Exhibit 16.2 NoiseNoiseNoiseNoise NoiseNoiseNoiseNoise Encode Message Decode Message NoiseNoiseNoiseNoise Transmit Message Receive Message Message to be Conveyed Message that was Understood SenderReceiver 2.1

5 Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved 5 CHAPTER SIXTEEN Formal Communication Channels  The system of official channels  Downward communication  top down  Upward communication  bottom up  Horizontal  within a level 2.2

6 Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved 6 CHAPTER SIXTEEN Informal Communication Channels  Transmitting messages outside the formal communication channels  The “grapevine”  Highly accurate  information is timely  senders seek feedback  accuracy can be verified 2.2

7 Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved 7 CHAPTER SIXTEEN Managing One-on-One Communication Choosing the right communication medium Being a good listener Giving effective feedback Improving cross-cultural communication 3

8 Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved 8 CHAPTER SIXTEEN Listening HearingversusListening ActiveListening EmphaticListening 3.2

9 Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved 9 CHAPTER SIXTEEN Making Feedback Effective  Give immediate feedback  don’t delay feedback  discuss performance while the memory is vivid  Make feedback specific  focus on definite behavior and time-frame  make sure behavior was controllable  Make feedback problem-oriented  focus on behavior not personality 3.3

10 Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved 10 CHAPTER SIXTEEN Improving Cross-Cultural Communication 1. Familiarize yourself with a culture’s work norms 2. Know the determine whether a culture is emotionally affective or neutral 3. Understand address terms and attitudes toward time 3.4

11 Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved 11 CHAPTER SIXTEEN online discussion forums televised / videotaped speeches and conferences corporate talk shows broadcast voice mail Improving Transmission Getting the Message Out 4.1

12 Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved 12 CHAPTER SIXTEEN Improving Reception  Company hotlines  call and leave anonymous comments  Survey feedback  information gathered from questionnaires  Informal meetings with top executives  directly “hear” employees 4.2


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