1. CHAPTER OBJECTIVES © SOUTH-WESTERN EDUCATIONAL PUBLISHING ORGANIZATIONAL COMMUNICATIONS nDescribe the communication process and channels. nIdentify communication barriers and means for overcoming them. nExplain how corporate culture influences formal and informal communication networks. nDescribe how to handle conflicts and how to run productive meetings. nExplain the types of communication problems that can occur when conducting business in foreign countries. nIdentify ways to improve communications in organizations. 1010

2. © SOUTH-WESTERN EDUCATIONAL PUBLISHING 8 Hour Day HOW MANAGERS COMMUNICATE Writing Reading Speaking Listening Other activities

3. © SOUTH-WESTERN EDUCATIONAL PUBLISHING THE COMMUNICATION PROCESS SENDER RECEIVER Feedback Message

4. © SOUTH-WESTERN EDUCATIONAL PUBLISHING THE COMMUNICATION PROCESS nCommunication barriers nDistractions nDistortions nChannels of communication nOral communication nWritten communication nElectronic communication nE-mail polices nE-mail practices nNon-verbal communication

5. © SOUTH-WESTERN EDUCATIONAL PUBLISHING CORPORATE COMMUNICATIONS nCorporate culture nCommunication network nFormal networks nInformal networks nConducting effective meetings nNominal group technique nBrainstorming

6. © SOUTH-WESTERN EDUCATIONAL PUBLISHING COMMUNICATIONS PROBLEMS nDealing with conflict nDesirable conflict nUndesirable conflict nResolving conflict nAvoidance strategy nCompromise strategy nWin/lose strategy

7. © SOUTH-WESTERN EDUCATIONAL PUBLISHING COMMUNICATIONS PROBLEMS nCross-cultural nLanguage differences nCultural differences nNon-verbal differences

8. © SOUTH-WESTERN EDUCATIONAL PUBLISHING IMPROVING ORGANIZATIONAL COMMUNICATIONS nEncourage two-way communications nListen actively nFacilitate upward communication nSelect communication channels carefully

9. © SOUTH-WESTERN EDUCATIONAL PUBLISHING TEN RULES FOR GOOD LISTENING 1.Stop talking. 2.Put the talker at ease. 3.Show a talker that you want to listen. 4.Remove distractions. 5.Empathize with talkers. 6.Be patient. 7.Hold your temper. 8.Go easy on argument and criticism. 9.Ask questions. 10.Stop talking!