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2. Learning Objectives Define communication. State why communication skills are important ones for managers to develop. Discuss the roles of the senders and the receivers of messages. Differentiate between hearing and listening. Describe the components of a message.

3. © 2006 Thomson-Wadsworth Learning Objectives Explain how channels, settings, and timing can influence the perception of the message by the receiver. Discuss the role of noise and feedback in communications. Differentiate between the verbal and nonverbal components of interpersonal communication.

4. © 2006 Thomson-Wadsworth Learning Objectives Describe how the personal characteristics of the sender may contribute to the noise that distorts messages. Differentiate between essential and optional written communication. Discuss how organizational culture affects communication.

5. © 2006 Thomson-Wadsworth Learning Objectives Outline how computers and other technologies are changing how we communicate. Identify differences between communicating with individuals and with groups. State how to minimize barriers to communication.

6. © 2006 Thomson-Wadsworth Communication –The interaction between two or more individuals.

7. © 2006 Thomson-Wadsworth Communication Sending and receiving –Sender - The person who creates and transmits a message to another person or people. –Encode - Create a message and determine how it is to be sent. –Transmit - Send a message to one or more people (for example, in person, in print, or by using technologies like faxes, modems, phones, and so on).

8. © 2006 Thomson-Wadsworth Communication Sending and receiving –Receiver - The person who gets the message from the sender. –Decode - Decipher the message that was received. –Interpret - Assign meaning to the message based on personal experiences.

9. © 2006 Thomson-Wadsworth Communication Listening/hearing –Hearing - A physical sense that is involuntary and passive and often done automatically without paying attention. –Listening - An active process that requires effort or attention from the listener; used to decode messages.

10. © 2006 Thomson-Wadsworth Communication Components of messages –Message - The information that is communicated by the sender to the receiver. –Packaging - How the message is conveyed.

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12. © 2006 Thomson-Wadsworth Communication Components of messages –Content –Language –Symbols –Delivery style –Complexity –Focus

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14. © 2006 Thomson-Wadsworth Communication Packaging the message –Channels Channel - A communication pathway through which a message is transmitted. Direct Channel - A communication pathway in which the message sent is targeted to a specific group(s) or person(s). Indirect Channel - A communication pathway in which the receiver is not specified.

15. © 2006 Thomson-Wadsworth Communication Packaging the message –Setting The physical environment in which communication takes place. ex: –A meeting room can be arranged in several different ways, in order to best suit the meeting’s purpose. –Furniture in a manager’s office may be arranged to communicate a message.

16. © 2006 Thomson-Wadsworth Transfer of information from person in authority to subordinates

17. © 2006 Thomson-Wadsworth Openness to 2-way communication

18. © 2006 Thomson-Wadsworth Equality among group members

19. © 2006 Thomson-Wadsworth (a) Manager has power over employee (b) or (c) Willingness to work together

20. © 2006 Thomson-Wadsworth (d) or (e) All work together as equals

21. © 2006 Thomson-Wadsworth Communication Packaging the message –Timing A strategy for when communication will take place in relation to the present situation and the kind of message relayed. –Noise Interference factors that can affect a message and distort it (for example, physical environment, external factors like illness, bad timing, and so on). –Feedback The process of responding to messages after interpreting them.

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23. Communication Packaging the message –Personal characteristics Verbal characteristics –Accent –Speed of natural conversation –Tone –Pitch –Rhythm

24. © 2006 Thomson-Wadsworth Communication Packaging the message –Personal characteristics Nonverbal characteristics

25. © 2006 Thomson-Wadsworth Communication Packaging the message –Nonverbal characteristics Artifacts - Tangible items and their placement, which are a part of nonverbal communication that can convey an unintended message. Proxemics - A component of nonverbal communication that defines the spatial relationship between the sender and the receiver of a message.

26. © 2006 Thomson-Wadsworth Communication Packaging the message –Nonverbal characteristics Body Language - A personal characteristic of nonverbal communication that includes the use and extent of facial expressions and gestures, and may have an impact on communication. Physical Characteristics - The physical appearance and shape of an individual, which may subtly affect communication. Grooming - The personal appearance, style, and attire of an individual, which has an impact on communication.

27. © 2006 Thomson-Wadsworth Communication Packaging the message –Nonverbal characteristics Dress for Success - The idea that an appropriate appearance and grooming style will create the desired effect during communication. Touching Behavior - A characteristic of nonverbal communication that describes the extent and ways an individual extends physical contact to others and the kind of message that contact transmits.

28. © 2006 Thomson-Wadsworth Written Communication Written communication –A type of communication that uses written, typed, or printed words to convey the message (for example, e- mails, memos, letters, and so on). –Supplementary Channel - A secondary pathway used to transmit a message in another way to reinforce the message.

29. © 2006 Thomson-Wadsworth Written Communication Written communication –Websites - An Internet-based medium that uses a type of electronic, written communication to convey information to many people. –Legal Document - A written record that is required to serve as verifiable evidence that something has occurred.

30. © 2006 Thomson-Wadsworth Written Communication Essential communications documents –Types of written communication that are necessary (fundamental) to carrying out the business of an organization. –Longevity of Documents - The length of time a specific type of written document must be kept.

31. © 2006 Thomson-Wadsworth Written Communication Essential communications documents –Employee Handbooks - Written or online documents produced by organizations to provide information to employees relating to the organization’s mission, policies, rules, benefits, and so on. –Human Resource Policy and Procedure Manuals - Written or online documents used as a management tool to direct the actions of management relative to employee relations.

32. © 2006 Thomson-Wadsworth Written Communication Essential communications documents –Departmental Policy and Procedure Manuals - Written or online documents specific to a department that guide the activities and work processes of that department.

33. © 2006 Thomson-Wadsworth Written Communication Optional communications documents –Any type of written document that is not considered essential to the functioning of an organization. –Newsletters - A type of optional communications document that relates useful information about or to employees.

34. © 2006 Thomson-Wadsworth Written Communication Optional communications documents –Networking An optional and informal type of communication that can be either oral or written. It includes information exchange among colleagues and peers in related fields of interest. –Listserv - An electronic mailing list that is used as a means of communication among a group of colleagues wishing to interact with one another in areas of mutual interest.

35. © 2006 Thomson-Wadsworth Written Communication Organizational culture and written communication –Proprietary Information - Knowledge about an organization that must be restricted to certain individuals within the organization or to members of that organization only –For health care: Health Insurance Portability and Accountability Act of 1996 (HIPAA) –Amount of information shared, and direction of flow –Preferred channel(s)

36. © 2006 Thomson-Wadsworth Written Communication Using computers to communicate –E-mail, e-mail, e-mail... –Proliferation of e-mail may interfere with timely completion of work –“Junk e-mail” may waste time –E-mail has the potential to replace interpersonal communication

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38. Communication to Groups More impersonal –Less tolerance for errors –Greater chance for distortion Larger audience = more sophisticated packaging Important to test technology, proofread printed materials, etc.

39. © 2006 Thomson-Wadsworth Other Communication Barriers Regional language Cultural variations: –Language –Proxemics –Body language –Touching behavior –Customs

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41. Other Communication Barriers Gender Generational differences –Traditionalists –Baby Boomers –Generation Xers –Generation Yers

42. © 2006 Thomson-Wadsworth Other Communication Barriers Politically correct terminology –Politically Correct - A designation for terminology that is non-offensive or neutral to replace words or phrases in common usage that are disparaging, offensive, or insensitive.

43. © 2006 Thomson-Wadsworth Conclusion The message sender encodes and packages the information to be communicated. The receiver is responsible for decoding the message. Listening is an activity that requires concentration and skill; hearing is passive. The message and its packaging should be consistent with each other and geared toward the intended receiver.

44. © 2006 Thomson-Wadsworth Conclusion Feedback and noise are an inevitable part of interpersonal communication. Written communication is tangible, permanent, and verifiable. Communicating with groups requires significant attention to detail. It is important to avoid or minimize barriers to communication.

45. © 2006 Thomson-Wadsworth Planned Ambiguity Precision is usually necessary for successful communication Ambiguity is part of the message in a purposefully-imprecise form of communication ex: ambiguous class assignment to write a report analyzing an herbal supplement