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