CH15

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CH15

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  1. Chapter 15Managing Communication

    Slide 1 - Chapter 15Managing Communication

    • © 2015 Cengage Learning
    • MGMT7
  2. © 2015 Cengage Learning

    Slide 2 - © 2015 Cengage Learning

    • 15-1 explain the role that perception plays in communication and communication problems
    • 15-2 describe the communication process and the various kinds of communication in organizations
    • 15-3 explain how managers can manage one-on-one communication effectively
    • 15-4 describe how managers can manage organization-wide communication effectively
  3. Perception

    Slide 3 - Perception

    • The process by which individuals attend to, organize, interpret, and retain information from their environments.
    • © 2015 Cengage Learning
    • 15-1
  4. Basic Perception Process

    Slide 4 - Basic Perception Process

    • © 2015 Cengage Learning
    • 15-1
  5. Perception Problems

    Slide 5 - Perception Problems

    • Selective perception
    • Closure
    • © 2015 Cengage Learning
    • 15-1
  6. Perceptions of Others

    Slide 6 - Perceptions of Others

    • Attribution theory: we all have a basic need to understand and explain the causes of other people’s behavior
    • internal attribution
    • external attribution
    • Defensive bias
    • Fundamental attribution theory
    • © 2015 Cengage Learning
    • 15-1
  7. Defensive Bias and Fundamental Attribution Error

    Slide 7 - Defensive Bias and Fundamental Attribution Error

    • © 2015 Cengage Learning
    • 15-1
  8. Self-Perception

    Slide 8 - Self-Perception

    • Self-serving bias
    • The tendency to overestimate our value by attributing success to ourselves and failures to others or the environment
    • © 2015 Cengage Learning
    • 15-1
  9. The Interpersonal Communication Process

    Slide 9 - The Interpersonal Communication Process

    • 15-2
    • © 2015 Cengage Learning
  10. Noise

    Slide 10 - Noise

    • © 2015 Cengage Learning
    • Anything that interferes with the transmission of the intended message.
    • The sender isn’t sure what message to communicate.
    • The message is not clearly encoded.
    • The wrong communication channel is chosen.
    • The message is not received or decoded properly.
    • The receiver doesn’t have the experience or time to understand the message.
    • 15-2
  11. Formal Communication Channel

    Slide 11 - Formal Communication Channel

    • The system of official channels that carry organizationally approved messages and information.
    • Downward communication
    • Upward communication
    • Horizontal communication
    • 15-2
    • © 2015 Cengage Learning
  12. Informal Communication Channel

    Slide 12 - Informal Communication Channel

    • The transmission of messages from employee to employee outside of formal communication channels.
    • © 2015 Cengage Learning
    • 15-2
  13. Grapevine Communication Networks

    Slide 13 - Grapevine Communication Networks

    • 15-2
    • © 2015 Cengage Learning
  14. Managing Grapevines

    Slide 14 - Managing Grapevines

    • Worst thing to do is withhold information
    • Keep employees informed about possible changes and strategies
    • Do not overlook the grapevine as a tremendous source of information and feedback
    • © 2015 Cengage Learning
    • 15-2
  15. Coaching

    Slide 15 - Coaching

    • Communicating with someone for the direct purpose of improving the person’s on-the-job performance.
    • Mistakes managers make
    • Waiting for a problem before coaching
    • Waiting too long before talking to employee about problem
    • © 2015 Cengage Learning
    • 15-2
  16. Counseling

    Slide 16 - Counseling

    • Communicating with someone about non-job-related issues.
    • Managers should not be clinicians
    • Discuss specific performance problems
    • Listen if the employee shares personal issues
    • Recommend that employees call the company’s Employee Assistance Program (EAP)
    • © 2015 Cengage Learning
    • 15-2
  17. Nonverbal Communication

    Slide 17 - Nonverbal Communication

    • Any communication that doesn’t involve words; almost always accompanies verbal communication and may either support or contradict it.
    • Kinesics
    • Paralanguage
    • © 2015 Cengage Learning
    • 15-2
  18. Communication Medium

    Slide 18 - Communication Medium

    • The method used to deliver a message.
    • Oral communication
    • Written communication
    • © 2015 Cengage Learning
    • 15-3
  19. Listening

    Slide 19 - Listening

    • Most people are terrible listeners, retaining only about 25% of what they hear.
    • About 45% of total communication time is spent listening.
    • © 2015 Cengage Learning
    • 15-3
  20. Active Listening

    Slide 20 - Active Listening

    • © 2015 Cengage Learning
    • Assuming half the responsibility for successful communication by actively giving the speaker nonjudgmental feedback that shows you’ve accurately heard what he or she said.
    • Clarify responses
    • Paraphrase
    • Summarize
    • 15-3
  21. Clarifying, Paraphrasing, and Summarizing Responses for Active Listeners

    Slide 21 - Clarifying, Paraphrasing, and Summarizing Responses for Active Listeners

    • 15-3
    • © 2015 Cengage Learning
  22. Empathetic Listening

    Slide 22 - Empathetic Listening

    • © 2015 Cengage Learning
    • Understanding the speaker’s perspective and personal frame of reference and giving feedback that conveys that understanding to the speaker.
    • Show desire to understand
    • Reflect the speaker’s emotions
    • 15-3
  23. Giving Feedback

    Slide 23 - Giving Feedback

    • Destructive feedback
    • Constructive feedback
    • © 2015 Cengage Learning
    • 15-3
  24. Giving Constructive Feedback

    Slide 24 - Giving Constructive Feedback

    • Immediate
    • Specific
    • Problem-oriented
    • © 2015 Cengage Learning
    • 15-3
  25. Improving Transmission

    Slide 25 - Improving Transmission

    • Email
    • Online discussion forums
    • Televised/videotaped speeches and meetings
    • Voice messaging
    • © 2015 Cengage Learning
    • 15-4
  26. Establishing Collaborative Discussion Sites

    Slide 26 - Establishing Collaborative Discussion Sites

    • 15-4
    • © 2015 Cengage Learning
  27. Organizational Silence

    Slide 27 - Organizational Silence

    • Withholding information about organizational problems or issues.
    • Occurs when employees believe that telling management about problems won’t make a difference, or that they’ll be punished.
    • © 2015 Cengage Learning
    • 15-4
  28. Improving Reception

    Slide 28 - Improving Reception

    • Company hotlines
    • Survey feedback
    • Frequent informal meetings
    • Surprise visits
    • Blogs
    • © 2015 Cengage Learning
    • 15-4
  29. Plant Fantasies

    Slide 29 - Plant Fantasies

    • Why would Teresa and Steve favor face-to-face communication over email when dealing with customers?
    • Why would Teresa and Steve prefer to use electronic communication methods for certain types of communication within the company?
    • In the video, Teresa says that she worries that at times she communicates too much. What steps could she take to confirm that her messages are being heard and understood by others?
  30. Plant Fantasies

    Slide 30 - Plant Fantasies