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

2. 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

3. Copyright ©2015 Pearson Education, Inc.13-3 13.1 Define what managers need to know about communicating effectively.

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

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

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

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

8. 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.

9. 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

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

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

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

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

14. Copyright ©2015 Pearson Education, Inc.13-14 13.2 Explain how technology affects managerial communication.

15. Technology and Communication Copyright ©2015 Pearson Education, Inc.13-15 1.Networked computer systems 2.Wireless capabilities

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

17. Networked Communication Applications Copyright ©2015 Pearson Education, Inc.13-17 E-mail Instant messaging (IM) Voice-mail Fax machines

18. 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

19. Wireless Communication Copyright ©2015 Pearson Education, Inc.13-19 People don’t need to be physically at the office to communicate, collaborate, and share information with managers and colleagues.

20. Copyright ©2015 Pearson Education, Inc.13-20 13.3 Discuss contemporary issues in communication.

21. Contemporary Issues Copyright ©2015 Pearson Education, Inc.13-21 1.Communication management in an Internet world 2.Managing the organization’s knowledge resources 3.Communicating with customers 4.Getting employee input 5.Communicating ethically

22. Communication in an Internet World Copyright ©2015 Pearson Education, Inc.13-22 1.Legal and security issues 2.Lack of personal interaction

23. Legal and Security Issues Copyright ©2015 Pearson Education, Inc.13-23 Electronic information is potentially admissible in court Sensitive, proprietary information at risk

24. Personal Interaction Copyright ©2015 Pearson Education, Inc.13-24 Social media can minimize personal interaction.

25. 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

26. Customer Service Copyright ©2015 Pearson Education, Inc.13-26 Three components in any service delivery process: Customer Service organization Individual service provider

27. Strong Service Culture Copyright ©2015 Pearson Education, Inc.13-27 Finding out what customer needs are, meeting these needs, and following up to make sure those needs were met satisfactorily.

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

29. Ethical Communication Copyright ©2015 Pearson Education, Inc.13-29 Presented material that contains all the relevant information, is true in every sense, and is not deceptive in any way.

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