1. VGU-BIS2010
Chapter 11: Communication
Team 5: Tan Tran – Toan Do – Vinh Dang
Professor: Tomas Benz - Course: Management Skills in IT

2.  What is communication
 Functions of communication
 Communication process
 Interpersonal communication
 Organizational communication
 Summary

3. The exchange of thoughts,
messages, or the like, as by
speech, signals or writing.
To express oneself in such a
way that one is readily and
clearly understood.
Communication is shared
feelings/shared understanding.

4.  First 15 minutes is what People can pay
the most attention to your speech
 In which, you have only first 30 seconds
to attract audience

5.  60% of all management problems are
result of faulty communication.

6.  57% IT project failed cause by bad
communication (according to KPMG)

7.  Written communication:
- After 48hrs, retention drops 25%
- After 1 week, retention drops to 10%

8.  Oral communication
- People can speak at 125 words/minute
- People can listen at 500 words/minute

9.  Misunderstanding: the 500 commonly used
words in the English language have 14,000
definitions. (Peter Drucker, Management, Harper & Row
Publishers, NY 1974)

10. Control Motivation
Emotional expression Information

12. 12

13. 13

14. 14

15. 15

16. Established by Organization Spontaneous
Transfer the professional messages Transfer personal/ social messages
Emerge as individual choices
16

17. 17

18. 18

19. 19

20. 20

21. • Oral
• Written
• Non-verbal
21

22. • Should use your mouth!
– Speeches
– 1:1 discussion, group discussion,…
22

23. • Many advantages:
– Fast: average 110–150 wpm!
– Informative: Because of the huge amount
of wpm
– Immediate feedbacks: Listeners can fight
back
– Temporary in nature
• Unless someone
records it
23

24. • Comes with huge disadvantages:
– Distortion
– Not well-organized
– Informal
– Mis-understanding
– Require immediate attentions
24

25. • Written out
– Email
– Memo,
– Documents fax, letters
– Images, Signs
25

26. • Advantages
– Permanent, easy to archive
– Precise and explicit
– Authentic, professional
– Valid records from
Legal standpoint
26

27. • Disadvantages
– Time consuming
– No feedback mechanism
• Back-and-forth emails
– A hard-to-learn skill
– Many people hate
paperwork
27

28. Body’s language
Intonations
Facial expressions
Proxemics
Others: heartbeat,…
28

29. “what we say” is less important than
“how we say”
29

30. – The Formal Way
– The Grapevine
30

31. – Complicated for large group
– 03 Common Type of Networks (05 people)
• The Chain: Chain of command
• The Wheel: Team with strong leader
• The All Channel: Self-managed team
31

32. – Comparison
32

33. -Coexists with the formal channel
“Rumor has it…”
“I heard that..”
33

34. Three main characteristics:
-Not controlled by Management
-Perceived to be reliable and believable
-Mostly for self-interest purposes
34

35. Not totally evil:
-Very fast
-Very informative
-Supplemental communication channel
-Emotional value
35

36. But has some evil characteristics:
-Distortion
-Accuracy is questionable
-Hamper productivity
-Hot topics are all about Management
36

37. • Functions: Control – Motivation -
Emotional - Information
• Process: Sender – Encode – Channel –
Decode – Receiver – Noise - Feedback
• Directions: Down – Up - Lateral
• Interpersonal: Oral – Written –
Nonverbal
• Organizational: Formal vs Grapevine
37

38. - Prentice Hall 2009, Organizational Behavior, 13/E,
Stephen P.Robbins, Chapter 11
- Business communication 1-2, Logigear Corporation
Training Material
- Images in the slide from internet
Introduction clip
http://goanimate.com/videos/0OE50sDziig4?utm_source=linkshare

39. THANK YOU