Management - Chapter 17

Horizontal communication The lateral or diagonal exchange of messages among peers or coworkers and includes team communication.

- intradepartmental problem solving - coordination change initiatives and improvements

An individual's level of fear or anxiety associated with either real or anticipated communication.

communication apprehension

Channel selection depends on whether the message is routine or nonroutine.

depends on whether the message is routine or nonroutine.

Managers' communication is ___________, in that it directs everyone's attention toward the vision, values, and desired goals of the team or organization and influences people to act in a way that will help to achieve those goals.

purpose-directed

Open Communication Climate

sharing all types of information throughout the organization and across functional and hierarchical boundaries Helps employees accept, understand, and commit to organizational goals

downward communication Messages sent from top management down to subordinates.

- Implementation of goals - job instructions - Procedures - Feedback

Upward Communication Messages that flow from the lower to the higher levels in the organization's hierarchy.

- Problems and exeptions - suggestions - reports

Workplace Communication Three elements of workplace communication for managers to master are

(1) using social media to improve internal and external communication; (2) using informal, personal communication channels; 3) establishing formal communication channels.

The capacity of an information channel is influenced by three characteristics:

(1) the ability to handle multiple cues simultaneously (2) the ability to facilitate rapid, two-way feedback; (3) the ability to establish a personal focus for the communication.

Ten Keys to Effective Listening

1. Listen actively -Shows interest 2. Keep an open mind - Looks for opportunities and new learning 3. Resist distractions - Fights distractions 4. Capitalize on the fact that thought is faster than speech - Challenges assumptions, anticipates; summarizes; listens between lines to tone of voice 5. Seek understanding - Searches for common ground and new understanding 6. Judge content, not delivery 7. Hold one's fire 8. Listen for ideas 9. Work at listening 10. Show respect

Managers have a choice of many channels through which to communicate.

A manager may discuss a problem face to face, make a telephone call, use text messaging, send an e-mail, write a memo or letter, or use social media, depending on the nature of the message.

Nonverbal Communication Message sent through human actions and behavior

Body language Facial expressions Gestures Touch Use of space Managers should take care to align their facial expressions and body language to support an intended message. When nonverbal signals contradict a manager's words, people become confused and may discount what is being said and believe the body language instead. Practicing powerful body poses seems to boost as well as project confidence and assertiveness.

Which point in the art of persuasion is this? To be persuasive, managers should describe the benefits that employees will experience by embracing a new policy or fulfilling a request.

Build goals on common ground.

Suggestions for building a personal communication network:

Build it before you need it Never eat lunch alone Make it a win-win Focus on diversity

Asking Questions Asking questions can benefit both managers and employees

Builds trust and openness between managers and employees - Managers who ask questions encourage their employees to share ideas and offer feedback. Builds critical thinking skills - Asking questions stimulates critical, independent thinking, encourages people to use their creativity, and leads to deeper, more lasting learning. Stimulates the mind and gives people a chance to make a difference

Three important types of personal communication channels are

personal networks the grapevine written communication.

A structure in which team members must communicate through one individual to solve problems or make decisions.

Centralized Network Centralized communication can be effective for large teams because it limits the number of people involved in decision making. The result is a faster decision that involves fewer people.

What are the two communication networks?

Centralized Networks Decentralized Networks

The amount of information that can be transmitted during a communication episode.

Channel richness

What is communication?

Communication is the process by which information is exchanged and understood by two or more people, usually with the intent to motivate or influence behavior Surveys of managers show that they consider communication their most critical skill and one of their top responsibilities.

Which point in the art of persuasion is this? The most effective persuaders are good listeners who establish an emotional connection with others and balance their competence and credibility with warmth and understanding.

Connect emotionally

A network in which individuals can communicate freely with other team members.

Decentralized network Decentralized communication is best for complex, difficult work environments where teams need a free flow of communication in all directions.

Model of Communication

Encoding - a Manager selects symbols with which to compose a message. Message - The tangible formulation of an idea to be sent to an employee. Channel - The medium by which a message is sent, such as a phone call, blog, or text message. Decoding - The employee decodes the symbols to interpret the meaning of the message. Feedback - Occurs when the receiver responds to the sender's communication with a return message. Individual differences, knowledge, values, attitudes, and background act as filters and may create "noise" when translating from symbols to meanings.

Key points for practicing the art of persuasion include the following:

Establish credibility Build goals on common ground Connect emotionally Use multiple media to send important messages

Which point in the art of persuasion is this? A manager's credibility is based on knowledge, expertise, and interpersonal skills. By demonstrating a consistent ability to make well-informed, sound decisions, managers inspire employees to have more confidence in the manager's leadership abilities.

Establish credibility.

The Continuum of Channel Richness

Face to Face - High channel Richness - Advantages: Personal, Two way, Fast Feedback - Disadvantages: No permanent record, spontaneous, difficult to disseminate Telephone Email Letters Reports/Bulletins - Low Channel Richness - Advantages: Permanent Record, Premeditated - Dis: Impersonal, one way, slow feedback

A channel that flows within the chain of command or task responsibility defined by the organization.

Formal communication channels Downward and upward communications are the primary forms of communication used in most traditional, vertically organized companies. However, many of today's organizations emphasize horizontal communication, with people continuously sharing information across departments and levels.

A system that carries workplace gossip, a dominant force in organization communication when formal channels are not functioning effectively.

Grapevine

Selecting the appropriate channel

It is important for managers to understand that each communication channel has advantages and disadvantages and that each can be an effective means of communication in the appropriate circumstances. Channel selection depends on whether the message is routine or nonroutine.

Social Media Social media has been used for only two or three years in most companies, largely for communicating with customers and enhancing employee collaboration.

Listening to customers Communicating to customers Engaging employees

Listening The skill of grasping both facts and feelings to interpret a message's meaning

Listening to employees and customers is important Today, more information in organizations flows from the bottom up Managers today know the importance of feedback Listening involves much more than just not talking

Written Communication Managers who are unable to communicate in writing will limit their opportunities for advancement

Managers can improve their writing skills by following these guidelines: Respect the reader. - The reader's time is valuable; don't waste it with a rambling, confusing memo or e-mail that must be read several times to make sense of it. Know your point and get to it. Write clearly rather than impressively. Get a second opinion.

What kind of message is this? typically are ambiguous, concern novel events, and involve great potential for misunderstanding. They often are characterized by time pressure and surprise. Managers can communicate nonroutine messages effectively by selecting rich channels.

Nonroutine messages

Channels that exist outside formally authorized channels and connect people across boundaries for sharing information and accomplishing tasks.

Personal communication channels

The acquisition and cultivation of personal relationships that cross departmental, hierarchical, and even organizational boundaries.

Personal networking

Manager as Communication Champion Managers gather important information from both inside and outside the organization and then distribute appropriate information to others who need it.

Purpose directed Strategic Conversations Methods

Gender Differences in Communication Research by Deborah Tannen has suggested:

Purpose of conversations Decision-making styles Success in collaborative environment Interpretation of nonverbal cues

What kind of message is this? simple and straightforward. They convey data or statistics or simply put into words what managers already agree on and understand. Routine messages can be efficiently communicated through a channel lower in richness

Routine messages

Communicating with Radical Candor

To influence and persuade, managers also must be frank and straightforward about what they want and need from others. Communicating with radical candor means providing feedback and being direct, honest, and clear about what employees need to do to meet objectives, while also expressing care and respect and not making people feel slighted, controlled, or exploited.

Managerial Communication

Today's complex business environment depends on effective organizational communication Knowing how to communicate effectively is a vital part of every manager's job Effective organizational communication leads to better bottom-line results

The appropriate use of radical candor acknowledges the other person's perspective and opinion, yet is very specific about what the manager wants and why. Some valuable techniques for communicating with candor include:

Use "I statements." - To communicate with candor, you should keep the focus on the specific perception that you have, how it makes you feel, and the effect that it is having on you, rather than accusing or blaming the other person. Stick to facts rather than judgments - Don't tell your colleague that she's a disgusting slob; just let her know that the clutter she's leaving on the table is interfering with your ability to do your work. Be clear, specific, and direct in your requests - Say "I'd like for you to keep the worktable clean because we both have to use it to get our work done," rather than "Why don't you clean up the mess you leave around here?"

Which point in the art of persuasion is this? When a message is highly important, managers often use redundant communications, sending the same message using different channels.

Use multiple media to send important messages.

Electronic Communication Avoid using electronic communication in some situations:

When you are angry When your message may be misunderstood When you are cancelling or apologizing When you are rebuking or criticizing

Managers use different _______ to communicate, depending on the purpose of the communication and the audience.

methods -Rich Channels -Social Media _Upward, downward, and horizontal Channels -Personal Networks

Managers facilitate strategic conversations by using open communication, actively listening to others, asking questions, and using feedback for learning and change

strategic conversations Dialogue across boundaries and hierarchical levels about the team or organization's vision, critical strategic themes, and the values that help achieve important goals.

Communicating to Persuade and Influence Others

the ability to persuade and influence others is even more critical today.