Copyright ©2015 Pearson Education, Inc.13-1 Chapter 13 Managing Communication and Information

Learning Outcomes Describe what managers need to know about communicating effectively. Explain how technology affects managerial communication. Discuss contemporary issues in communication. Copyright ©2015 Pearson Education, Inc.13-2

Copyright ©2015 Pearson Education, Inc Define what managers need to know about communicating effectively.

Effective Communication Copyright ©2015 Pearson Education, Inc.13-4 Communication: A transfer of understanding and meaning from one person to another.

The Communication Process Copyright ©2015 Pearson Education, Inc.13-5

Factors Affecting Encoding Copyright ©2015 Pearson Education, Inc.13-6 Skill Attitudes Knowledge Social cultural system

Communication Channels Copyright ©2015 Pearson Education, Inc.13-7 Formal channels Informal channels

Decoding and Feedback Copyright ©2015 Pearson Education, Inc.13-8 Decoding: Translating a received message. Feedback: Checking to see how successfully a message has been transferred.

Written vs. Verbal Communication Drawbacks: Time consuming Doesn’t lend itself to feedback like oral communication Copyright ©2015 Pearson Education, Inc.13-9 Advantages Tangible/verifiable Permanent record Stored for later reference Well-thought out

The Grapevine Copyright ©2015 Pearson Education, Inc.13-10

Nonverbal Cues Copyright ©2015 Pearson Education, Inc.13-11

Communication Barriers Copyright ©2015 Pearson Education, Inc.13-12

Overcoming Communication Barriers Copyright ©2015 Pearson Education, Inc.13-13

Copyright ©2015 Pearson Education, Inc Explain how technology affects managerial communication.

Technology and Communication Copyright ©2015 Pearson Education, Inc Networked computer systems 2.Wireless capabilities

Networked Communication Copyright ©2015 Pearson Education, Inc.13-16

Networked Communication Applications Copyright ©2015 Pearson Education, Inc Instant messaging (IM) Voic Fax machines

Networked Communication Applications (cont.) Electronic Data interchange (EDI) Teleconference and videoconference meetings Organizational intranet Organizational extranet Internet-based voice/video communication Copyright ©2015 Pearson Education, Inc.13-18

Wireless Communication Copyright ©2015 Pearson Education, Inc People don’t need to be physically at the office to communicate, collaborate, and share information with managers and colleagues.

Copyright ©2015 Pearson Education, Inc Discuss contemporary issues in communication.

Contemporary Issues Copyright ©2015 Pearson Education, Inc Communication management in an Internet world 2.Managing the organization’s knowledge resources 3.Communicating with customers 4.Getting employee input 5.Communicating ethically

Communication in an Internet World Copyright ©2015 Pearson Education, Inc Legal and security issues 2.Lack of personal interaction

Legal and Security Issues Copyright ©2015 Pearson Education, Inc Electronic information is potentially admissible in court Sensitive, proprietary information at risk

Personal Interaction Copyright ©2015 Pearson Education, Inc Social media can minimize personal interaction.

Knowledge Management Cultivating a learning culture in which organizational members systematically gather knowledge and share it with others. Copyright ©2015 Pearson Education, Inc.13-25

Customer Service Copyright ©2015 Pearson Education, Inc Three components in any service delivery process: Customer Service organization Individual service provider

Strong Service Culture Copyright ©2015 Pearson Education, Inc Finding out what customer needs are, meeting these needs, and following up to make sure those needs were met satisfactorily.

Employee Input Copyright ©2015 Pearson Education, Inc.13-28

Ethical Communication Copyright ©2015 Pearson Education, Inc Presented material that contains all the relevant information, is true in every sense, and is not deceptive in any way.

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