16 Managing Communication

©2004 by Nelson, a division of Thomson Canada Limited 1

Chapter 16

Managing Communication


What Would You Do? Buckman Labs is facing

communication problems Answers to customer questions

took too long People were unwilling to share

information How can sales reps be matched

with the right technical experts?


Learning Objectives:CommunicationAfter reading the next two sections, you should be able to:

1. explain the role that perception plays in communication and communication problems2. describe the communication process and the various kinds of communication in organizations


Perception and Communication Problems Basic perception process Perception problems Perceptions of others Self-perception


Basic Perception Process Perception is the process by which

individuals attend to, organize, interpret, and retain information about their environments

Perceptual filters how people experience stimuli personality-, psychology-, or

experienced-based differences


Basic Perception Process

Exhibit 16.1


Perception Problems Selective perception

tendency to notice and accept information consistent with our values and beliefs

ignore inconsistent information Closure

tendency to fill in the gaps when information is missing

we assume that what we don’t know is consistent with what we do know


Perceptions of Others Attribution theory

we have a basic need to understand and explain the causes of other people’s behaviour

causes can be internal or external internal causes are voluntary or under

the individual’s control external causes are involuntary and

outside the individual’s control


Attribution Errorand Bias Defensive bias

tendency for people to perceive themselves as personally and situationally similar to someone who is in trouble

Fundamental attribution error Tendency to ignore external causes of

behaviour and attribute behaviour to internal causes


Self-Perception

People generally want to maintain a positive self-image and anything that threatens that can create defensiveness

Self-serving bias tendency of people to attribute success to

internal causes and failure to external causes


Kinds of Communication

The communication process Formal communications channels Informal communication channels Coaching and counseling: One-on-

one communication Nonverbal communication


The Interpersonal Communication Process

Exhibit 16.2


NoiseNoise occurs if:

1. the sender isn’t sure about what message to communicate

2. the message is not clearly encoded3. the wrong communication channel is chosen4. the message is not received or decoded

properly5. the receiver doesn’t have the experience or

time to understand the message


Meanings of theWord “Fine”1. If you exceed the 100-kph speed limit, you

may have to pay a fine (penalty)2. Mario Lemieux turned in a fine performance

(excellent)3. The machine runs at a slow speed, because

the tolerance is fine (delicate)4. The puzzle is difficult to put together

because the pieces are so fine (small)5. Recent experiments have tried to produce

drugs that are fine (pure)6. The pages of that antique book are

extremely fine (flimsy)Adapted from Exhibit 16.3


Formal Communication ChannelsThe system of official channels carrying

organizationally approved information Downward communication

from higher to lower levels Upward communication

from lower to higher levels Horizontal communication

among people at the same level


Improving Formal Communication

Decrease reliance on downward communication

Increase chances for upward communication

Encourage greater use of horizontal communication


Informal Communication Channels Transmission of messages outside

the formal communication channels The “grapevine”

arises out of informal networks carries highly accurate information information is interesting and timely senders can seek feedback accuracy can be verified


Managing the Grapevine Don’t withhold information from it Feed information to it to keep

employees informed Use it as a source of information


Coaching and Counselling: One-on-One Communication

Coaching communicating with someone for the direct

purpose of improving the person’s performance Counselling

communicating with someone about non-job-related issues that may be affecting performance


NonverbalCommunication

Any communication that doesn’t involve words. Kinesics

movements of the body and face Paralanguage

the pitch, rate, tone, volume, and speaking pattern of one’s voice


Learning Objectives:Improving CommunicationAfter reading the next two sections, you should be able to:

3. explain how managers can manage effective one-on-one communication

4. describe how managers can manage effective organization-wide communication


Managing One-on-One Communication

Choosing the right communication medium

Listening Giving feedback Improving cross-cultural

communication


Choosing the Right Communication Medium The method used to deliver an oral

or written message Oral communication

spoken messages such as face-to-face and group meetings and telephone calls

Written communication includes letters, e-mails and memos


Listening Hearing versus listening

Active listening

Empathetic listening


Becoming anActive Listener Clarify responses

ask speaker to explain confusing statements

Paraphrase responses restate what has been said in your

own words Summarize responses

review the speaker’s main points


Becoming an Empathetic Listener

Show your desire to understand listen first talk about what’s important to the other

Reflecting feelings focus on the affective part of the

message demonstrates understanding


Clarifying, Paraphrasing, and Summarizing Responses for Active Listeners Clarifying

Could you explain that again? I don’t understand what you mean

Paraphrasing What you’re really saying is … If I understand you correctly …

Summarizing Let me summarize … Okay, your main concerns are …

Adapted from Exhibit 16.5


Giving Feedback

Destructive feedback disapproves without any intention of

being helpful and almost always causes a negative or defensive reaction

Constructive feedback intended to be helpful, corrective,

and/or encouraging


Making FeedbackEffective Provide immediate feedback

don’t delay, give feedback while memories are strong

Provide specific feedback focus on particular behaviours under the

person’s control Provide problem — oriented

feedback focus on behaviour not personality


Improving Cross-Cultural Communication

Familiarize yourself with cultural work norms

Know the address terms Understand cultural attitudes

toward time


Cross-Cultural Temporal Concepts Appointment time

how punctual you must be Schedule time

time when projects should be completed Discussion time

how much time should be spent in discussion with others

Acquaintance time how much time you must spend with

someone before getting down to business


Managing Organization —Wide Communication Improving transmission: getting

the message out Improving reception: hearing what

others feel and think


Improving Transmission: Getting the Message Out E-mail Online discussion forums Televised/videotaped speeches

and conferences Corporate talk shows Broadcast voice-mail


Establishing Online Discussion Forums1. Perform a “knowledge” audit — identify

intellectual assets and spread that information throughout the organization

2. Create an online directory — detail workers’ expertise and make it available to all employees

3. Set up discussion groups on the net — people can collaborate on problem solving

4. Reward information sharing — make knowledge sharing part of performance ratings


Improving Reception: Hearing What Others Feel and Think Company hotlines

people can call and leave anonymous comments

Survey feedback information gathered from questionnaires

Informal meetings hear directly what people think

Surprise visits opportunity to talk with people who have

little chance to talk with upper management


What Really Happened? Differences of perception existed

between sales reps and technical experts

Online discussion forums were created K’Netix system appealed to experts,

sales reps and customers K’Netix encouraged open and

unrestricted communication and has helped people develop innovative solutions

16 Managing Communication

Documents

thomson canada

basic perception

improving

improving

learning objectives

sales reps

communication

information