13

Chapte
r

Managing
Communica
tion and
Information
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Learning Outcomes
Describe what managers need to know
about communicating effectively.
Explain how technology affects
managerial communication.
Discuss contemporary issues in
communication.

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13.1

Define what
managers need to
know about
communicating
effectively.

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Effective Communication
Communication:
A transfer of understanding and
meaning from one person to another.

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The Communication
Process

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Factors Affecting
Encoding

Skill
Attitudes
Knowledge
Social cultural system

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Communication Channels
Formal channels
Informal channels

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Decoding and Feedback

Decoding:
Translating a received message.
Feedback:
Checking to see how successfully a
message has been transferred.

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Written vs. Verbal

Communication
Advantages
Tangible/verifiable
Permanent record
Stored for later
reference
Well-thought out

Drawbacks:
Time consuming
Doesnt lend itself
to feedback like
oral
communication

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The Grapevine

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Nonverbal Cues

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Communication Barriers

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Overcoming
Communication Barriers

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13.2

Explain how
technology affects
managerial
communication.

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Technology and
Communication
1. Networked computer systems
2. Wireless capabilities

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Networked
Communication

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Networked
Communication
Applications

E-mail
Instant messaging
(IM)
Voice-mail
Fax machines

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Networked
Communication
Applications (cont.)

Electronic Data interchange (EDI)

Teleconference and videoconference
meetings
Organizational intranet
Organizational extranet
Internet-based voice/video communication

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Wireless Communication
People dont need to be physically at
the office to communicate, collaborate,
and share information with managers
and colleagues.

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13.3 Discuss
contemporary
issues in
communication.

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Contemporary Issues
1. Communication management in
an Internet world
2. Managing the organizations
knowledge resources
3. Communicating with customers
4. Getting employee input
5. Communicating ethically
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Communication in an
Internet World
1. Legal and security issues
2. Lack of personal interaction

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Legal and Security

Issues
Electronic information is potentially
admissible in court
Sensitive, proprietary information at
risk

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Personal Interaction
Social media can minimize
personal interaction.

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Knowledge Management
Cultivating a learning culture in
which organizational members
systematically gather knowledge and
share it with others.

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Customer Service
Three components in any service
delivery process:
Customer
Service organization
Individual service provider

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Strong Service Culture

Finding out what customer needs
are, meeting these needs, and
following up to make sure those
needs were met satisfactorily.

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Employee Input

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Ethical Communication
Presented material that contains all
the relevant information, is true in
every sense, and is not deceptive in
any way.

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