Chapter 15 - Managing Communication

Crisis Communication

When things go bad and the fan gets hit, there are four primary skills you need to get through the situation 1. Maintain your focus 2. Be visible 3. Get the awful truth out 4. Communicate a vision for the future And 5. Never let them see you sweat

Communication Channels

- Non-routine communications require high channel richness - Routine communications can have low channel richness - Communications can be difficult with those who have Communication Apprehension: Fear or anxiety about interpersonal communications - Communication can also be Nonverbal: Transmitted through actions and behaviors

Barriers created by receiver

- Selective listening - Value judgements - Source credibility

Barriers created by sender

- Semantic problems ( older crowed not up to politically correct calling groups) - Filtering - In-group language - Status differences - Time pressure

Gender Differences in Communication

- Women generally are more "conversational" - Men are more "fact oriented" - their communication tends to focus more on negotiation and hierarchical status - Regardless of gender, listening is the most crucial component of any discussion - Listening: The skill of receiving messages to accurately grasp facts and feelings to interpret the genuine meaning

Improving Communication

-Following Up - Regulating Information Flow - Using Feedback - Empathy - Repetition - Encouraging Mutual Trust - Effective Timing - Simplifying Language - Effective Listening

Personal Network

1. Build it before you need it 2. Never eat lunch alone 3. Make it a win-win 4. Focus on diversity

Downward Communication: Usually has five types of topics:

1. Implementation of goals and strategies 2. Job instructions and rationale 3. Procedures and practices 4. Performance feedback 5. Indoctrination (specific dress code)

Horizontal Communication: Usually has three types of topics:

1. Intradepartmental problem solving 2. Interdepartmental coordination 3. Change initiatives and improvements - Also can just be general conversation, relationship building

Upward Communication: Usually has five types of topics:

1. Problems and exceptions 2. Suggestions for improvement 3. Performance reports 4. Grievances and disputes 5. Financial and accounting information

Organizational Communication: Formal Communication Channel

A channel that flows within the chain of command or task responsibilities

Managerial Types: Type D

Express feelings and listen to others' feelings. Effective communicators.

Personal Communication Channels

- Communication channels that exist outside of formal structure - not hierarchical - Personal Networking: The acquisition and cultivation of personal relationships - can span any and all boundaries of hierarchies, departments, and other boundaries - Grapevine: Informal person to person network - not organization sanctioned

Organizational Communication: Factors

- Downward Communication: Messages sent from the top, down - Upward Communication: Messages sent from the bottom, up - Horizontal Communication: Messages between peers or co-workers - Diagonal Communication: Dialogue across organizational boundaries and levels

Barriers created by sender & receiver

- Frame of reference - Proxemic behavior - Communication overload

Team Communication Channels

- Centralized Network: All team members communicate through one team member for decision making and problem solving - Decentralized Network: All members freely communicate with each other - For simple tasks, centralized is faster and more accurate - For complex tasks, decentralized is faster and more accurate

Managerial Types: Type A

Autocratic, aloof, and cold. Poor interpersonal communicators

Communication is the Manager's Job

Managers have to be able to assimilate necessary information to employees - be it internal or external, verbal, or nonverbal

Managerial Types: Type B

Seek good relationships with subordinates but are unable to openly express feelings. Ineffective communicators.

Managerial Types: Type C

Self-Interested. Poor communicators.

Channel Richness

The amount of information that can be transmitted during communication - amount/quantity

Communication:

The process by which information is exchanged and understood by a group, usually to motivate or influence people