2. Learning Objectives
LO 1 Discuss important advantages of two-way communication.
LO 2 Identify communication problems to avoid.
LO 3 Describe when and how to use the various communication
channels.
LO 4 Summarize ways to become a better sender and receiver of
information.
LO 5 Explain how to improve downward, upward, and horizontal
communication
LO 6 Summarize how to work with the company grapevine
LO 7 Describe the boundaryless organization and its advantages
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4. Interpersonal Communication
The sender initiates the process by conveying
information to the receiver—the person for whom
the message is intended.
The sender has a meaning he or she wishes to
communicate and encodes the meaning into
symbols (the words chosen for the message).
Then the sender transmits, or sends, the message
through some channel, such as a verbal or written
medium.
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5. Interpersonal Communication
The receiver decodes the message (e.g., reads
it) and attempts to interpret the sender’s
meaning.
The receiver may provide feedback to the
sender by encoding a message in response to
the sender’s message.
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7. One-Way versus Two-Way
Communication
One-way communication
A process in which information flows in only one
direction—from the sender to the receiver, with
no feedback loop.
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8. A Model of One-Way Communication
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Figure 15.1
9. One-Way versus Two-Way
Communication
Two-way communication
A process in which information flows in two
directions—the receiver provides feedback, and
the sender is receptive to the feedback.
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10. Communication Pitfalls
Perception
The process of
receiving and
interpreting
information
Filtering
The process of
withholding,
ignoring, or
distorting
information
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11. Oral and Written Channels
Oral communication
includes face-to-face
discussion, telephone
conversations, and
formal presentations
and speeches
Written
communication
includes e-mail,
memos, letters,
reports, computer
files, and other
written documents
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12. Oral Communication
Advantages
Questions can be asked
and answered
Feedback is immediate
and direct
More persuasive
Disadvantages
It can lead to
spontaneous, ill-
considered statements
(and regret)
There is no permanent
record of it
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13. Written Communication
Advantages
Message can be revised
several times
Permanent record that
can be saved
Message stays the same
even if relayed through
many people
Receiver has more time
to analyze the message
Disadvantages
Sender has no control
over where, when, or if
the message is read
Sender does not receive
immediate feedback
Receiver may not
understand parts of the
message
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14. Electronic Media
Teleconferencing
groups of people in different locations interact
over telephone lines and perhaps also see one
another on television monitors as they
participate in group discussions
(videoconferencing)
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15. Advantages of Electronic
Communication
1. The sharing of more information
2. The speed and efficiency in delivering routine
messages to large numbers of people across
vast geographic areas
3. Can save companies untold amounts of
paper, postage, meetings, travel budgets,
conference calls, and the time required to
coordinate it all
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16. Disadvantages of Electronic
Communication
1. Difficulty of solving complex problems that
require more extended, face-to-face interaction
2. Inability to pick up subtle, nonverbal, or
inflectional clues about what the communicator is
thinking or conveying
3. Electronic messages sometimes are seen by those
for whom they are not intended
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17. The Virtual Office
Virtual office
A mobile office in which people can work
anywhere, as long as they have the tools to
communicate with customers and colleagues.
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21. Ten Keys to Effective Listening
1. Find an area of
interest
2. Judge content, not
delivery
3. Hold your fire
4. Listen for ideas
5. Be flexible
6. Resist distraction
7. Exercise your mind.
8. Keep your mind open
9. Capitalize on thought
speed
10.Work at listening
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22. Observing
A vital source of useful observations comes
from personally visiting people, plants, and
other locations to get a firsthand view
You must accurately interpret what you
observe
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24. Organizational Communication
Coaching
Dialogue with a goal of helping another be more
effective and achieve his or her full potential on
the job.
Open-book management
Practice of sharing with employees at all levels of
the organization vital information previously
meant for management’s eyes only
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26. Organizational Communication
Horizontal communication
Information moving between people on the
same hierarchical level
allows sharing of information, coordination, and
problem solving among units
helps solve conflicts
provides social and emotional support to people.
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27. Informal Communication
Grapevine
the social network of informal communications.
provides people with information
helps them solve problems
teaches them how to do their work successfully
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28. Managing Informal Communication
Don’t allow malicious gossip.
Managers should talk to the key people
involved to get the facts and their
perspectives
Neutralize rumors once they have started
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29. Managing Informal Communication
Suggestions for preventing rumors from starting
include:
Explaining events that are important but have
not been explained
Dispelling uncertainties by providing facts
Working to establish open communications
and trust over time.
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30. Boundarylessness
Boundaryless organization
organization in which there are no barriers to
information flow
Boundaryless organization
implies information available as needed moving
quickly and easily enough so that the organization
functions far better as a whole than as separate
parts.
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