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CHAPTER 6
COMMUNICATION
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• Describe the five components of the communication process model• Explain the forms of electronic communication
technology• Explain the different ways in which nonverbal
communications influence supervisory communication• Identify the three basic flows of formal
communication in an organization• Explain the managerial communication style
grid
LEARNING OBJECTIVES
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• Identify and explain how organizational, interpersonal, and language barriers affect supervisory communication• Identify five specific actions supervisors can
take to improve their communications• Show how a supervisor can use feedback to
improve communication• Define and illustrate active listening skills
LEARNING OBJECTIVES
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EXHIBIT 6.1 - COMMUNICATION PROCESS MODEL
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COMPONENTS INVOLVED IN THE COMMUNICATION PROCESS MODEL
•Originates and sends a message
Sender
•Words and/or nonverbal expressions that transmit meaning
Messages
•The means used to pass a message
Channel
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COMPONENTS INVOLVED IN THE COMMUNICATION PROCESS MODEL
•The ultimate destination of the sender’s message
Receiver
•The response that a communicator receives
Feedback
•Potential barriers to effective communication in each phase of the communication process model
Noise
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ELECTRONIC COMMUNICATION TECHNOLOGY
•Messages and documents created, transmitted, and read on computer
•Use of intranet or Internet technology to receive messages in real time
Instant message (IM)
•Written message sent by cell phone and that uses abbreviations
Text message (TM)
•Enables people to leave and hear recorded voice messages
Voicemail
•Enable communication with people in different locations simultaneously
Teleconferences and videoconferences
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EXHIBIT 6.3 - E-MAIL TIPS
Sources: Marie Flatley and Kathryn Rentz, Business Communication (New York McGraw-Hill/Irwin), 2010, pp. 30–33; Scott Ober, contemporary Business Communication (Boston, MA: Houghton Mifflin Company, 2009), pp. 58–92.
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EXHIBIT 6.4 - HOW NONVERBAL COMMUNICATION IMPACTS VERBAL COMMUNICATION
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TYPES OF NONVERBAL SIGNALS
• Sent by placing emphasis on certain words, pauses, or the tone of voice used
Voice signals
• Communicated by body action
Body signals
• Sent by facial expression
Facial signals
• Sent by physical objects
Object signals
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TYPES OF NONVERBAL SIGNALS
• Sent based on physical distance between people
Space signals
• Sent by time actions
Time signals
• Sent by body contact
Touching signals
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EXHIBIT 6.5 - FLOW OF FORMAL COMMUNICATION IN AN ORGANIZATION
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• Downward communication: Flows that originate with supervisors and are passed down to employees• Upward communication: Flows from lower to
upper organizational levels• Lateral–diagonal communication: Flows
between individuals in the same department or different departments
FLOWS OF COMMUNICATION
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• Role clarifications• Performance feedback• Praise and recognition• Constructive criticism and feedback• Demonstration of interest• Requests for information or assistance
COMMUNICATIONS EMPLOYEES LIKE TO RECEIVE FROM THEIR SUPERVISOR
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EXHIBIT 6.7 - THE MANAGERIAL COMMUNICATION STYLE GRID
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• Separate from a formal, established communication system• Grapevine or rumor mill
• Purposes• Provides information not ordinarily available• Reduces the effects of monotony and satisfies
personal needs• Keeping employees informed is the best way to
manage informal communication
INFORMAL COMMUNICATION
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BARRIERS TO EFFECTIVE SUPERVISORY COMMUNICATION
Organizational barriers
Interpersonal barriers
Language-related barriers
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• Layers of hierarchy• Each layer can add to, take from, qualify, or
completely change the original message• Authority and status• The fact that one person is a boss over others
creates a barrier to free and open communication
• Specialization and its related jargon• Specialists have their own technical language
that is foreign to people in other departments
ORGANIZATIONAL BARRIERS
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EXHIBIT 6.8 - COMMUNICATION AND THE CHAIN OF COMMAND
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• Differing perceptions• Perception: How one selects, organizes, and
gives meaning to his or her world• Stereotyping: Tendency to put similar things in
the same categories to make them easier to deal with
• Language-related factors• Lack of a common primary language and
precision• Multiple meanings• Linguistic style
INTERPERSONAL AND LANGUAGE BARRIERS
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EXHIBIT 6.10 - LINGUISTIC STYLES OF MEN AND WOMEN
Source: From Guffey. Business Communication 5e. © 2006 South-Western, a part of Cengage Learning, Inc. Reproduced by permission. www.cengage.com/permissions.
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• Set the proper communication climate• Establish mutual trust• Minimize status barriers
• Plan for effective communication• Anticipate situations
• Select the proper channel• Information richness: Amount of verbal and
nonverbal information that a channel carries• Consider the receiver’s frame of reference
IMPROVING SUPERVISORY COMMUNICATIONS
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• Reinforce key ideas through repetition• Repetition improves the reader’s recall and
reduces the chances of incorrect assumptions being made
• Encourage the use of feedback• Create a relaxed environment• Take the Initiative in getting responses from the
work group
IMPROVING SUPERVISORY COMMUNICATIONS
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• Become a better listener• Active listening: Technique for understanding
others and encouraging open feedback• Attending skills: Actions taken by a listener that
facilitate the speaker’s freedom of expression• Reflective statement: The listener repeats, in a
summarizing way, what the speaker has just said
IMPROVING SUPERVISORY COMMUNICATIONS
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• Feedback is better where there is a trusting relationship between people• Some people give feedback readily, but others
need some encouragement• Compliment people for providing feedback to
reinforce their willingness to continue doing so
TIPS ABOUT FEEDBACK
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• When providing instructions, ask the listener if he or she has any questions• When giving negative feedback, refrain from
adopting an aggressive attitude• Nonverbal signals and body language offer a
wide variety of feedback
TIPS ABOUT FEEDBACK
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EXHIBIT 6.15 - TIPS FOR BETTER LISTENING
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• Active listening• Attending skills• Body signals• Channel• Communication
process model• Downward
communication• E-mail
IMPORTANT TERMS
• Facial signals• Feedback• Grapevine• Informal
communication• Information richness• Instant message (IM)• Lateral–diagonal
communication
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• Message• Object signals• Perception• Receiver• Reflective statement• Sender• Space signals
IMPORTANT TERMS
• Stereotyping• Text message (TM)• Time signals• Touching signals• Upward
communication• Voice signals