Management Chapter 12
Executive Support Systems (ESS)
A quick-reference, easy-access application of information systems designed for instant access by upper-level managers.
Transaction Processing System (TPS)
A system designed to handle routine and recurring transactions.
Characteristics of Useful Information
Accurate - valid and reliable reflection of reality Timely - available in time for appropriate managerial action Complete - undistorted picture of reality Relevant - content which meets the needs and circumstances of the user
Decision Support System (DSS)
An interactive system that automatically searches for, manipulates, and summarizes information needed by managers for specific decisions. 12-24
Settings
Boundaries, familiarity, home turf are symbols of power and influence how people choose to communicate in organizations
Vertical communication
Communication that flows up and down the organization, usually along formal reporting lines (managers to subordinates)
Information
Data presented in a way or form that has a meaning
Steps in the Communication Process
Deciding to transmit info to receiver, Encoding, transmitting, decoding, "Noise"
Decisional
Entrepreneur, disturbance-handler, negotiator
Nonverbal Communication
Facial expression, inflection and tone of the voice, images, settings, body language
Interpersonal
Figurehead, Leader, Liaison
Intranet and Extranets
Firewall-protected private networks for internal use by employees that become extranets when selected outsiders are given limited access
Personal Digital Technology
Has created opportunities for quickly disseminating information and contacting others in the organization (also create opportunities for dysfunctional employee behaviors)
Artificial Intelligence (AI) and Expert Systems
Information systems designed to imitate the thought process of human experts; are capable of learning.
Communication Roles
Interpersonal Informational Decisional
Informational
Spokesperson, monitor, disseminator
Upward communication
Subordinates to superiors
Management Information System (MIS)
Supports an organization's managers by providing daily reports, schedules, plans, and budgets.
Images
The kinds of words people elect to use to give emphasis and effect to what they say
Communication Network
The pattern through which members of a group or team communicate
Information Systems
Transaction Processing System, Management Information System, Decision Support System, Executive Support Systems, Artificial Intelligence and Expert Systems, Intranet and Extranets
The grapevine
an informal communication network that can permeate an entire organization. (gossip chain - one person tells many and cluster chain - many people tell a few)
Noise
anything disrupting the communication process
Simple routine tasks (networks)
centralized perform with greatest efficiency and accuracy
Horizontal communication
communication that flows laterally within the organization; involves persons at the same level of the organization.
5 individual barriers to effective communication
conflicting signals, credibility about subject, reluctant to communicate, poor listening skills, predisposition about subject
complex tasks (networks)
decentralized with open communication are most effective
6 ways to overcome individual barriers
develop good listening skills, encourage 2-way communication, be aware of language and meaning, maintain credibility, be sensitive to the receiver's perspective, be sensitive to sender's perspective
3 ways to overcome organizational skills
follow up, regulate information flows, understand the richness of media
Downward communication
from superiors to subordinates
Body language
how people of different cultures and backgrounds physically position themselves and react to the stance and body movements of others.
Management by wandering around
managers keep in touch with what's going on by talking to people on all levels in the organization
Telecommuting
pro - allows people to work at home and work electronically cons - lack of face-to-face contact, loss of strong personal relationships, falling behind professionally, losing out in organizational politics
Oral interpersonal communication
pros - promotes feedback, easy to use cons - maybe inaccurate, leaves no permanent record (brief)
Written interpersonal communication
pros - usually more accurate, provides record cons - inhibits feedback, more difficult (Formal)
Data
raw facts and figures reflecting a single aspect of reality
Information Technology
refers to the resources used by an organization to manage information that it needs in order to carry out its mission. It consists of hardware and software.
6 organizational barriers to effective communication
semantics, status or power differences, different perceptions, noise, overload, language differences
Communication
talking in an informative way and listening
Effective communication
what is heard/read is as close as possible to the intended message
5 types of communication networks
wheel, chain, y, circle, all channel