1. McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved. 3-1 Chapter 3 Managing Communications

2. McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved. 3-2 The Importance of Communication COMMUNICATION FUNDAMENTALS The Two-Way Communication Process Develop an Idea Encode Transmit Receive Decode Accept Use Provide Feedback

3. McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved. 3-3 Potential Problems COMMUNICATION FUNDAMENTALS Polarized Defensive reasoning Cognitive dissonance Face-saving Self-concept

4. McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved. 3-4 Communication Barriers COMMUNICATION FUNDAMENTALS Noise Personal barriers Psychological distance Physical barriers Ecological control Proxemics Semantic barriers Semantics Inference

5. McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved. 3-5 COMMUNICATION FUNDAMENTALS Communication Symbols Words Social cues Readability Pictures Action Nonverbal communication Credibility gap Body language The Impact of Barriers on the Communication Process

6. McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved. 3-6 COMMUNICATION FUNDAMENTALS Figure 3-3 Primary impact of barriers on the steps in communication

7. McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved. 3-7 DOWNWARD COMMUNICATION Prerequisites and Problems Communication Overload Acceptance of a Communication Communication Needs Job Instruction Realistic job previews Just-in-time training Performance Feedback Feedback-seeking behavior News Social Support

8. McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved. 3-8 Difficulties UPWARD COMMUNICATION Short-circuiting Upward Communication Practices Questioning Open questions Closed questions Listening Active listening Employee Meetings An Open Door Policy Management by walking around (MBWA) Participation in Social Groups

9. McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved. 3-9 OTHER FORMS OF COMMUNICATION Lateral Communication Cross-communication Boundary spanners Networks Network Networking Ombudsperson Electronic Communications Electronic Mail Telecommuting Virtual Offices

10. McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved. 3-10 INFORMAL COMMUNICATION Grapevine Electronic grapevine Features of the Grapevine Cluster chain Liaison individuals Rumor Filtering Elaborating Types of Rumors Control of Rumors

11. McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved. 3-11 Questions