1. 5-1 王青 - 管理学院 - 上海交通大学 2000-1 9 9 Communication 1 Importance of communicationImportance of communication 2 Communication processCommunication process 3 Communication Net-work in org.Communication Net-work 4 Technological advanceTechnological advance

2. 5-2 王青 - 管理学院 - 上海交通大学 2000-1 Importance of Good Communication Good Communication allows a firm to Learn new skills and technologies. Become more responsive to customers. Improve Quality of their product or service. Foster innovation Effective communication is needed by all Managers.

3. 5-3 王青 - 管理学院 - 上海交通大学 2000-1 The Communication Process Message Encoding Medium Decoding DecodingMediumEncodingMessage Receiver (now sender) Sender Transmission Phase NOISE Feedback Phase Figure 15.1

4. 5-4 王青 - 管理学院 - 上海交通大学 2000-1 Encoding Encoding: Sender puts the message into symbols or language, a process called encoding Encoding of messages can be done verbally or non-verbally Verbal: spoken or written communication. Nonverbal: facial gestures, body language, dress.

5. 5-5 王青 - 管理学院 - 上海交通大学 2000-1 Decoding Decoding :allows the receiver to understand the message. This is a critical point, can lead to misunderstanding.

6. 5-6 王青 - 管理学院 - 上海交通大学 2000-1 Medium  Medium: pathway the message is transmitted on (phone, letter). Face-to-face Verbal communication electronically transmitted Personally addressed written communication Impersonally addressed communication E-mail

7. 5-7 王青 - 管理学院 - 上海交通大学 2000-1 Face-to-Face Face-to-Face: highest information richness. Can take advantage of verbal and nonverbal signals. Provides for instant feedback. Video Conferences: provide much of this richness.

8. 5-8 王青 - 管理学院 - 上海交通大学 2000-1 Verbal Communication electronically transmitted has next highest richness. Phone conversations, but no visual nonverbal cues. Do have tone of voice, sender’s emphasis and quick feedback.

9. 5-9 王青 - 管理学院 - 上海交通大学 2000-1 Personally Addressed Written Communication lower richness than the verbal forms, but still is directed at a given person. Personal addressing helps ensure receiver reads it. Cannot provide instant feedback to sender but can get feedback later.

10. 5-10 王青 - 管理学院 - 上海交通大学 2000-1 Impersonal Written Communication lowest richness. Good for messages to many receivers. Little feedback is expected.

11. 5-11 王青 - 管理学院 - 上海交通大学 2000-1 E-mail use is growing rapidly in large firms, and there are even special e-mail etiquette:  Words in all CAPITALS are seen as “screaming” at the receiver.  Punctuate your messages for easy reading and don’t ramble on.  Pay attention to spelling and treat like a written letter. E-mail

12. 5-12 王青 - 管理学院 - 上海交通大学 2000-1 Information Richness and Media Type Face-to-facecommunicationFace-to-facecommunication Verbal communication electronicallytransmitted electronicallytransmitted Nonverbal communication electronicallytransmitted electronicallytransmitted Impersonal written communication communication High Richness Low Richness Figure 15.2

13. 5-13 王青 - 管理学院 - 上海交通大学 2000-1 Communication Skills for Managers as Senders u Send clear and complete messages. u Encode messages in symbols the receiver understands. u Select a medium appropriate for the message AND monitored by the receiver. u Avoid filtering and distorting the message passing through other workers. u Ensure a feedback mechanism is included in the message. u Provide accurate information to avoid rumors.

14. 5-14 王青 - 管理学院 - 上海交通大学 2000-1 Communication Skills for Managers as Receivers Pay Attention to what is sent as a message. Be a good listener: don’t interrupt. Be empathetic: try to understand what the sender feels. Understand linguistic styles: different people speak differently.

15. 5-15 王青 - 管理学院 - 上海交通大学 2000-1 Communication Issues Sender and receiver communicate based on their perception. Subjective perception can lead to biases that hurt communication. Effective Managers avoid communicating based on a pre-set belief.

16. 5-16 王青 - 管理学院 - 上海交通大学 2000-1 Dangers of Ineffective Communication Managers spend most of their time communicating so both they and the subordinates must be effective communicators. To be effective: Select an appropriate medium for each message. There is no one “best” medium.

17. 5-17 王青 - 管理学院 - 上海交通大学 2000-1 Communication Networks in Organization Formal Communication Informal Communication

18. 5-18 王青 - 管理学院 - 上海交通大学 2000-1 Formal Communication Formal Communication flows around issues, goals, and projects. Vertical Communication: goes up and down the corporate hierarchy. Horizontal Communication: between employees of the same level. Chain Network Chain Network ; Net work; Wheel Network Net workWheel Network Circle NetworkCircle Network; All-Channel NetworkAll-Channel Network

19. 5-19 王青 - 管理学院 - 上海交通大学 2000-1 Chain Network Members communicate with people next to them in sequence. It like a five-level vertical hierarchy and communications move only upward or downward. Can found in direct-line authority with no deviation

20. 5-20 王青 - 管理学院 - 上海交通大学 2000-1 Y Network Y Network : A four-level hierarchy. Like two subordinates reporting to a manager.

21. 5-21 王青 - 管理学院 - 上海交通大学 2000-1 Wheel Network Wheel Network: information flow to and from one central member. Two-level hierarchy. Like four subordinates reporting to their superior no communication between subordinates.

22. 5-22 王青 - 管理学院 - 上海交通大学 2000-1 Circle Network Circle Network: members communicate with others close to them in terms of expertise （ office location ）. A three-level hierarchy Firstly communication between superior and subordinates and last communication only at the lowest level.

23. 5-23 王青 - 管理学院 - 上海交通大学 2000-1 All-Channel Network All-Channel Network: found in teams, with high levels of communications between each member and all others. Communicate freely in group No managerial level,all members are equal

24. 5-24 王青 - 管理学院 - 上海交通大学 2000-1 Informal Communication Grapevine: informal network carrying unofficial information through the firm. A active channel of communication A good way to predict the reflection of your employees about new decision. How did The White House use the Grapevine.

25. 5-25 王青 - 管理学院 - 上海交通大学 2000-1 Technological Advances u Internet: global system of computer networks Many firms use it to communicate with suppliers. u World Wide Web (WWW): provides multimedia access to the Internet. u Intranets: use the same information concepts as the Internet, but keep the network inside the firm. u Groupware: software designed to let workers share information and improve communication. Best for team oriented support.