1. Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Ninth Canadian Edition Copyright © 2009 Pearson Education Canada 10-32 Current Communication Issues Being Connected Versus Being Concerned –Managing Internet gripe sites is a valuable resource for unique insights into the organization Employee complaints (“hot-button” issues) Customer complaints –Responding to Internet gripe sites Recognize them as a valuable source of information Post messages that clarify misinformation Take action to correct problems noted on the site Set up an internal gripe site Continue to monitor the public gripe site

2. Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Ninth Canadian Edition Copyright © 2009 Pearson Education Canada 10-33 Current Communication Issues Managing the Organization’s Knowledge Resources –Build on-line information databases that employees can access –Create “communities of practice” for groups of people who share a concern, share expertise, and interact with each other

3. Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Ninth Canadian Edition Copyright © 2009 Pearson Education Canada 10-34 Communication and Customer Service Communicating Effectively with Customers –Recognize the three components of the customer service delivery process: The customer The service organization The service provider –Develop a strong service culture focused on the personalization of service to each customer: Listen and respond to the customer Provide access to needed service information

4. Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Ninth Canadian Edition Copyright © 2009 Pearson Education Canada 10-35 “Politically Correct” Communication Do not use words or phrases that stereotype, intimidate, or offend individuals based on their differences Choose words carefully to maintain as much clarity as possible in communications

5. Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Ninth Canadian Edition Copyright © 2009 Pearson Education Canada 10-36 Summary and Implications What are the functions of communication? –Control, motivation, emotional expression and information Why does communication break down? –Degree of filtering, sender/receiver emotional sate, whether too much information is being sent How does communication flow in organizations? –Formal or informal

6. Chapter 10, Stephen P. Robbins, Mary Coulter, and Nancy Langton, Management, Ninth Canadian Edition Copyright © 2009 Pearson Education Canada 10-37 Summary and Implications How does information technology flow in organizations? –Allows people more access to each other, greater ability to share information, more opportunities for monitoring What are some of the major communication issues facing today’s organizations? –Managing in an Internet world, an organization’s knowledge resources, communicating affectively and appropriately with customers, politically correct communication