1 Communication. 2 WHAT IS COMMUNICATION? The process by which information is exchanged between a sender and receiver. Effective communication occurs. - презентация

1 1 Communication

2 2 WHAT IS COMMUNICATION? The process by which information is exchanged between a sender and receiver. Effective communication occurs when the right people receive the right information in a timely manner.

3 3 The Communication Process Feedback Thinking Encoding Transmitting Perceiving Decoding Understanding RECEIVER SENDER

4 4 Media Richness Face-to-face Telephone Newsletters Oversimplified Zone Overloaded Zone Routine/ Clear Nonroutine/ Ambiguous Rich Lean Situation Hierarchy of Media Richness

5 5 Message Preferences % of managers preferring media

6 6 Episodes of information overload Employees information processing capacity Time Information Load Information Overload

7 7 Managing Information Overload 1: Increase information processing capacity –Learn to digest information more quickly –Temporarily work longer hours 2: Reduce information load –Buffering –Omitting –Summarizing

8 8 Downward Communication: information travels from top to bottom Communication and Organizational Structure Senior Mgmt Middle Mgmt Line Workers

9 9 Upward Communication: information travels from bottom to top Senior Mgmt Middle Mgmt Line Workers

10 10 Senior Mgmt Middle Mgmt Line Workers Serial Communication but, problems with… -filtering -positive bias -channel space 2. Employee Surveys

11 11 Lateral Communication: information travels across employees on the same level Senior Mgmt Middle Mgmt Line Workers

12 12 Verbal Communication Jargon: a specialized language used by job holders or member of particular occupations or organizations. Drill Down Hired Gun Ping Dog and Pony Show Whistling Past the Graveyard Retrograde Motion

13 13 Jargon Benefits –Impress people –Gain business advantage –Speed up communication Disadvantages –Communication barrier –Communication distortion

14 14 Non-Verbal Communication The transmission of messages by some medium other than speech or writing. Body Language Style of Dress Time

15 15 Cross-Cultural Communication Language Differences Nonverbal Communication Across Cultures –Facial Expressions –Gestures –Gaze –Touch