1. Managing Interpersonal Relations and Communications
Chapter Eighteen
Managing Interpersonal Relations and Communications

2. Learning Objectives
After studying this chapter, you should be able to:
Describe the interpersonal nature of organizations.
Describe the role and importance of communication in the manager’s job.
Identify the basic forms of communication in organizations.
Discuss informal communication, including its various forms and types.
Describe how the communication process can be managed to recognize and overcome barriers.
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3. The Interpersonal Nature of Organizations
Interpersonal Dynamics
Positive
When two parties know each other, have mutual respect and affection, and enjoy interacting with one another.
Negative
When two parties dislike one another, do not have mutual respect, and do not enjoy interacting with one another.
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4. The Interpersonal Nature of Organizations (cont’d)
Outcomes of Interpersonal Behaviors
Satisfaction of social needs
Social support
Source of organizational synergy
Source of conflict
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5. Communication and the Manager’s Job
The process of transmitting information from one person to another.
Effective Communication
The process of sending a message in such a way that the message received is as close in meaning as possible to the message intended.
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6. The Communication Process
Steps in the Communication Process
Deciding to transmit a fact, idea, opinion, or other information to the receiver.
Encoding the meaning into a form appropriate to the situation.
Transmission through the appropriate channel or medium.
Decoding the message back into a form that has meaning to the receiver.
“Noise” is anything disrupting the communication process.
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7. Figure 18.1: The Communication Process
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8. Forms of Communication in Organizations
Interpersonal Communication (cont’d)
Advantages of oral communication
Promotes prompt feedback and interchange in the form of verbal questions and responses.
Is easy to use and can be done with little preparation.
Disadvantages of oral communication
Suffers from problems with inaccuracy in meaning and details.
Leaves no time for thought and consideration and no permanent record of what was said.
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9. Forms of Communication in Organizations (cont’d)
Interpersonal Communication (cont’d)
Written communication
Memos, letters, reports, notes, and other methods in which the written word is used to transmit meaning.
Advantages of written communication
Is accurate and leaves a permanent record of the exchange.
Leaves for thought and consideration, can be referenced.
Is easy to use and can be done with little preparation.
Disadvantages of written communication
Inhibits feedback and interchange due to burden of the process of preparing a physical document.
Considerable delay can occur in clarifying message meanings.
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10. Forms of Communication in Organizations (cont’d)
Communication in Networks and Work Teams
Communication network
The pattern through which the members of a group or team communicate.
Research suggests:
When the group’s task is simple and routine, centralized networks perform with the greatest efficiency and accuracy.
When the group’s task is complex and nonroutine, decentralized networks with open communications that foster interaction and exchange of relevant information tend to be most effective.
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11. Figure 18.2: Types of Communication Networks
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12. Forms of Communication in Organizations (cont’d)
Organizational Communication
Vertical communication
Communication that flows up and down the organization, usually along formal reporting lines.
Takes place between managers and subordinates and may involve several levels of the organization.
Upward communication
Downward communication
Horizontal communication
Formal communication in organizations
Follows the official reporting relationships and/or prescribed channels.
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13. Figure 18.3: Formal Communication in Organizations
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14. Forms of Communication in Organizations (cont’d)
Electronic Communication
Formal Information Systems
Accomplished (created) by either:
A managerial approach
An operational approach
Personal Electronic Technology
Corporate intranets, the Internet, teleconferences,
Telecommuting
Disadvantages: the lack of face-to-face contact, strong personal relationships, falling behind professionally, and losing out in organizational politics.
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15. Informal Communication in Organizations
Informal Communications
May or may not follow official reporting relationships and/or prescribed organizational channels
May have nothing to do with official organizational business.
Common forms:
Management by wandering around
The grapevine
Nonverbal communication
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16. Figure 18.4: Informal Communication in Organizations
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17. Figure 18.5: Common Grapevine Chains Found in Organizations
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18. Informal Communication in Organizations (cont’d)
Management by Wandering Around
Managers keep in touch with what’s going on by wandering around and talking to people on all levels in the organization
Grapevine
An informal communication network that can permeate an organization.
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19. Informal Communication in Organizations (cont’d)
Nonverbal Communication
Any communication exchange that does not use words, or uses words to carry more meaning than the strict definition of the words themselves.
Facial expression
Inflection and tone of the voice.
Only a small portion of the message content is due to the words in the message.
Kinds of nonverbal managerial communication:
Images
Settings
Body language
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20. Table 18.1: Barriers to Effective Communication
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21. Table 18.2: Overcoming Barriers to Communication
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22. Improving Communication Effectiveness
Individual Skills
Being a good listener
Providing feedback (two-way communications)
Awareness word meaning differences
Maintain credibility
Sensitive to the receiver’s perspective
Sensitive to the sender’s perspective
Organizational Skills
Following up
Regulating information flow
Understanding the richness of different media
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23. Figure 18.6: More and Less Effective Listening Skills
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24. Key Terms effective communication communication oral communication
written communication
communication network
vertical communication
horizontal communication
grapevine
management by wandering around
nonverbal communication
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