Management 12e richard draft chapter 17

May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.Communication Is the Manager’s Job  Today’s complex business environment depen

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Chapter 17

Managing Communication

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Communication Is the

Manager’s Job

 Today’s complex business environment depends on effective

communication

 Managers spend 80% of their day communicating

 48 minutes of every hour is spent:

 On the telephone

 Communicating online

 Talking informally

 Communication permeates every management function

 Manager’s communication is purpose-directed―directs

everyone’s attention toward the goals

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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

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17.1 The Manager as

Communication Champion

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17.2 A Model of

Communication

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Climate of Trust and Openness

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Communicating Among People

 Open Communication means sharing all types

of information throughout the organization

 Centralized network: team members

communicate through one individual

 Decentralized network: individuals communicate freely with other team members

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17.3 Communication Networks

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Communication Channels

 Managers must choose appropriate channels to convey messages

 Routine versus nonroutine messages

 Each communication channel has advantages

and disadvantages

 Channel richness – the amount of information

that can be communicated in an episode

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17.4 A Continuum of Channel

Richness

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Communicating to Persuade

and Influence Others

 Issuing directives is no longer effective To

persuade and influence

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Communicating with Candor

 A confident, positive approach

 Use “I statements”

 Stick to facts rather than judgments

 Be clear, specific, direct in your requests

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Asking Questions

 Asking questions builds trust and openness

between managers and employees

 Asking questions builds critical thinking skills

 Questions stimulate the mind and give people a

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Listening

The skill of grasping both facts and feelings to

interpret a message’s meaning

 Listening to employees and customers is important

 Information in organizations flows from the bottom up

 Managers today know the importance of feedback

 Blogs are being used to stay in touch with employees and customers

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17.5 Ten Keys to Effective

Listening

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 Can express enthusiasm, warmth, confidence,

arrogance, indifference, and displeasure

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Workplace Communication

 Four elements of workplace communication

 Using social media to improve internal and

external communication

 Using informal, personal communication

channels

 Establishing formal communication channels

 Developing strategies for crisis communication

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Personal Communication

Channels

 Personal communication may exist with formal

channels

 Personal communication network is personal

networking across organizational boundaries

 The grapevine “gossip” can be a valuable tool

for managers; it links people across the

organization

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17.6 An Organizational

Communication Network

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17.7 Downward, Upward, and Horizontal

Communication in Organizations

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Tips for Improving Writing Skills

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 Respect the reader

 Know your point and get to it

 Write clearly rather than

impressively

 Get a second opinion

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Crisis Communication

 Communication is crucial during times of crisis

 Management skills for dealing with crisis:

 Stay calm, listen hard

 Be visible

 Get the awful truth out

 Communicate a vision for the future

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