Michael A. Hitt C. Chet Miller Adrienne Colella communication

K NOWLEDGE O BJECTIVES  Explain why communication is strategically important to organizations.  Describe the fundamental communication process.  Discuss important aspects of communication that affect the organization or its units, including networks and the direction of communication flow.  Define interpersonal communication and discuss the roles of formal versus informal communication, communication media, communication technology, and nonverbal communication.  Describe organizational and individual barriers to effective communication.  Understand how organizations and individuals can overcome communication barriers. ?

C OMMUNICATION Sharing information between two or more people to achieve a common understanding.

Sent Message Feedback C OMMUNICATION P ROCESS Communication Medium Encoded Message Received Message Decoded Message Adapted from Exhibit 9-1: Sent Message Sender Receiver Received Feedback

C OMMUNICATION N ETWORKS Centralized  all communications pass through a central point or points  one or a few members of the network control most of the information exchanges Decentralized  no single member of the network dominates information exchanges

C OMMUNICATION N ETWORKS Adapted from Exhibit 9-2: Communication Networks Y Network Wheel Network Circle Network Decentralized Networks Centralized Networks All Connected Network

Organizational Communication: ● Downward ● Upward ● Horizontal

I NTERPERSONAL C OMMUNICATION Direct verbal or nonverbal interaction between two or more active participants.

T YPES OF I NTERPERSONAL Formal  Follows the formal organizational structure  Communicates organizationally sanctioned information Informal  Spontaneous interaction between two or more people outside the formal structure  Rumors  Gossip

Face-to-faceTelephoneElectronic messagingPersonal writtenFormal writtenFormal numerical Communication MediaRichest Least Rich

C OMMUNICATION T ECHNOLOGIES  World wide web  Private intranets  Virtual private networks  Web based conferencing  Cell phones  Multi-featured mobile communication devices

N ONVERBAL C OMMUNICATION Takes place without using spoken or written language... through facial expressions and body language.

Effective Communication Information Overload Noise Time Pressures Network Breakdowns Specialty Area Jargon Information Distortion Cross- cultural Barriers O RGANIZATIONAL B ARRIERS

Effective Communication Differing Perceptions Semantic Differences Status Differences Self-Interest Personal Space Poor Listening I NDIVIDUAL B ARRIERS

Planning Meeting Interview Management Collect, Inventory, Analyze Interview Associates Measure Attitudes Communicate Results O VERCOMING C OMMUNICATION B ARRIERS  Conduct Communication Audit  analyze internal and external communication  assess communication practices and capabilities  determine needs

 Improve Communication Climates  perceptions regarding quality of communication O VERCOMING C OMMUNICATION B ARRIERS

 Encourage Individual Actions  know your audience  select appropriate communication medium  regulate information flow and timing  encourage feedback  listen actively O VERCOMING C OMMUNICATION B ARRIERS

Stop Talking Pay Attention Listen Empathetically Hear Before Evaluating Listen to the Whole Message Send Feedback S TEPS TO E FFECTIVE L ISTENING Adapted from Exhibit 9-5: Steps to Effective Listening

S TRATEGIC LENS Check out for daily articles related to management in the news.  For which tasks in a manager’s job is effective communication critical? Explain.  Which contributes more to an organization’s performance— oral communication or written communication? Justify your answer.  What are the strengths and weaknesses in your personal communication abilities? How can you best take advantage of your strengths and overcome your weaknesses to have a successful career?  What impact is rapidly developing communication technology likely to have on communication in organizations?