2. Management: Arab World Edition
Robbins, Coulter, Sidani, Jamali
Chapter 14: Managers and Communication
Lecturer: [Insert your name here]

3. Learning Outcomes
Follow this Learning Outline as you read and study this chapter.
14.1 The Nature and Function of Communication
• Define communication, interpersonal communication and
organizational communication.
• Discuss the functions of communication.
14.2 Methods of Interpersonal Communication
• Describe
the components of the communication process.
• Discuss
the criteria that managers can use to evaluate the
various communication methods.
• List
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the communication methods managers might use.
Copyright © 2011 Pearson Education

4. Learning Outcomes
14.3 Effective Interpersonal Communication
• Explain
the barriers to effective interpersonal communication.
• Discuss
ways to overcome the barriers to effective
interpersonal communication.
14.4 Organizational Communication
• Contrast
• Explain
communication flow in an organization.
• Describe
• Discuss
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formal and informal communication.
the three common communication networks.
how managers should handle the grapevine.
Copyright © 2011 Pearson Education

5. Learning Outcomes
14.5 Information Technology and Communication
• Describe
• Explain
how technology affects managerial communication.
how information technology affects organizations.
14.6 Communication Issues In Today’s Organization
• Discuss
the challenges of managing communication in an
Internet world.
• Explain
how organizations can manage knowledge.
• Explain
why communicating with customers is an important
managerial issue.
• Explain
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how political correctness is affecting communication.
Copyright © 2011 Pearson Education

6. The Nature and Function of
Communication
1. Define communication, interpersonal communication and
organizational communication.
2. Discuss the functions of communication.
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7. What Is Communication?
Communication is the transfer and understanding of meaning.
 Transfer
means the message was received in a form that can be
interpreted by the receiver.
 Understanding
the message is not the same as the receiver
agreeing with the message.
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8. What Is Communication? (cont’d)
Interpersonal Communication

Communication between two or more people
Organizational Communication

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All the patterns, network, and systems of communications within
an organization
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9. Four Functions of Communication
Control
Motivation
Functions of
Communication
Information
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Emotional
Expression

10. Functions of Communication
Control

Formal and informal communications act to control individuals’
behaviors in organizations.
Motivation

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Communications clarify for employees what is to done, how well they
have done it, and what can be done to improve performance.
Copyright © 2011 Pearson Education

11. Functions of Communication (cont’d)
Emotional Expression

Social interaction in the form of work group communications
provides a way for employees to express themselves.
Information

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Individuals and work groups need information to make decisions
or to do their work.
Copyright © 2011 Pearson Education

12. Methods of Interpersonal
Communication
1. Describe the components of the communication process.
2. Discuss the criteria that managers can use to evaluate the
various communication methods.
3. List the communication methods managers might use.
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Copyright © 2011 Pearson Education

13. Exhibit 14–1
The Interpersonal Communication Process
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14. Interpersonal Communication
Message

Source: sender’s intended meaning
Encoding

The message converted to symbolic form
Channel

The medium through which the message travels
Decoding

The receiver’s retranslation of the message
Noise

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Disturbances that interfere with communications
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15. Distortions in Communications
Message Encoding
•
The effect of the skills, attitudes, and knowledge of the sender on the
process of encoding the message
•
The social–cultural system of the sender
The Message
•
Symbols used to convey the message’s meaning
•
The content of the message itself
•
The choice of message format
•
Noise interfering with the message
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16. Distortions in Communications (cont’d)
The Channel
•
The sender’s choice of the appropriate channel or multiple channels for
conveying the message
Receiver
•
The effect of skills, attitudes, and knowledge of the receiver on the
process of decoding the message
•
The social–cultural system of the receiver
Feedback Loop
•
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Communication channel distortions affecting the return message from
receiver to sender
Copyright © 2011 Pearson Education

17. Interpersonal Communication Methods

Face-to-face

Hotlines

Telephone

E-mail

Group meetings

Computer conferencing

Formal presentations

Voice mail

Memos

Teleconferences

Traditional mail

Videoconferences

Fax machines

Employee publications

Bulletin boards

Audio- and videotapes
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18. Evaluating Communication Methods

Feedback

Time–space constraint

Complexity capacity

Cost

Breadth potential

Interpersonal warmth

Confidentiality

Formality

Encoding ease

Scanability

Decoding ease

Time consumption
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Copyright © 2011 Pearson Education

19. Exhibit 14–2 Comparison of Communication Methods
Note: Ratings are on a 1–5 scale where 1 = high and 5 = low. Consumption time refers to who controls
the reception of communication. S/R means the sender and receiver share control.
Source: P. G. Clampitt, Communicating for Managerial Effectiveness (Newbury Park, CA: Sage Publications, 1991), p. 136.
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Copyright © 2011 Pearson Education

20. Nonverbal Communication
•
Communication that is transmitted without words.
• Sounds
with specific meanings or warnings
• Images
that control or encourage behaviors
• Situational
• Clothing
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behaviors that convey meanings
and physical surroundings that imply status
Copyright © 2011 Pearson Education

21. Nonverbal Communication (cont’d)
Body language: gestures, facial expressions, and other body
movements that convey meaning
Verbal intonation: emphasis that a speaker gives to certain words or
phrases that convey meaning
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22. Effective Interpersonal
Communication
1. Explain the barriers to effective interpersonal communication.
2. Discuss ways to overcome the barriers to effective
interpersonal communication.
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23. Interpersonal Communication Barriers
National
Culture
Language
Filtering
Emotions
Interpersonal
Communication
Defensiveness
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Information
Overload

24. Barriers to Effective Interpersonal
Communication
Filtering

The deliberate manipulation of information to make it appear
more favorable to the receiver
Emotions

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Disregarding rational and objective thinking processes and
substituting emotional judgments when interpreting messages
Copyright © 2011 Pearson Education

25. Barriers to Effective Interpersonal
Communication (cont’d)
Information Overload

Being confronted with a quantity of information that exceeds an
individual’s capacity to process it
Defensiveness

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When threatened, reacting in a way that reduces the ability to
achieve mutual understanding
Copyright © 2011 Pearson Education

26. Barriers to Effective Interpersonal
Communication (cont’d)
Language

The different meanings of and specialized ways (jargon) in which
senders use words can cause receivers to misinterpret their
messages
National Culture

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Culture influences the form, formality, openness, patterns, and
use of information in communications
Copyright © 2011 Pearson Education

27. Overcoming the Barriers to Effective
Interpersonal Communications


Simplify Language



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Copyright © 2011 Pearson Education
Use Feedback
Listen Actively
Constrain Emotions
Watch Nonverbal Cues

28. Exhibit 14–3
Active Listening Behaviors
Source: Based on P.L. Hunsaker, Training in Management
Skills (Upper Saddle River, NJ: Prentice Hall, 2001).
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Copyright © 2011 Pearson Education

29. Organizational
Communication
1. Contrast formal and informal communication.
2. Explain communication flow in an organization.
3. Describe the three common communication networks.
4. Discuss how managers should handle the grapevine.
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Copyright © 2011 Pearson Education

30. Formal versus Informal Communication
Formal Communication

Communication that follows the official chain of command or
is part of the communication required to do one’s job
Informal Communication
Communication
that is not defined by the organization’s structural
hierarchy


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Permits employees to satisfy their need for social interaction
Can improve an organization’s performance by creating faster
and more effective channels of communication
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31. Communication Flows
U
p
w
a
r
d
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Copyright © 2011 Pearson Education
Lateral
D
o
w
n
w
a
r
d

32. Direction of Communication Flow
Downward
 Communications that flow from managers to employees to inform,
direct, coordinate, and evaluate employees
Upward
 Communications that flow from employees up to managers to
keep them aware of employee needs and how things can be
improved to create a climate of trust and respect
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Copyright © 2011 Pearson Education

33. Direction of Communication Flow (cont’d)
Lateral (Horizontal) Communication

Communication that takes place among employees on the same
level in the organization to save time and facilitate coordination
Diagonal Communication

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Communication that cuts across both work areas and
organizational levels in the interest of efficiency and speed
Copyright © 2011 Pearson Education

34. Organizational Communication Networks
Chain Network

Communication flows according to the formal chain of command,
both upward and downward.
Wheel Network

All communication flows in and out through the group leader (hub)
to others in the group.
All-Channel Network

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Communications flow freely among all members of the work team.
Copyright © 2011 Pearson Education

35. Exhibit 14–4
Three Common Organizational Communication
Networks and their Effectiveness
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36. The Grapevine
An informal organizational communication
network that is active in almost every organization.

Provides a channel for issues not suitable for
formal communication channels.

The impact of information passed along the
grapevine can be countered by open and
honest communication with employees.
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37. Information Technology
and Communication
1. Describe how technology affects managerial communication.
2. Explain how information technology affects organizations.
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Copyright © 2011 Pearson Education

38. Benefits of Information Technology (IT)


Better decision making based on more complete information

More collaboration and sharing of information

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Increased ability to monitor individual and team performance
Greater accessibility to co-workers
Copyright © 2011 Pearson Education

39. Information Technology
Networked Computer Systems

E-mail
Linking individual computers to
create an organizational network
for communication and
information sharing

Instant messaging (IM)

Blogs

Wikis

Voicemail

Fax machines

Electronic Data Exchange (EDI)

Teleconferencing

Videoconferencing

Web conferencing

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40. Types of Network Systems
–
Intranet

–
Extranet

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An internal network that uses Internet technology and is
accessible only to employees
An internal network that uses Internet technology and allows
authorized users inside the organization to communicate with
certain outsiders such as customers and vendors
Copyright © 2011 Pearson Education

41. Wireless (WIFI) capabilities

Wireless communication technology has the ability to improve work
for managers and employees.

Internet access is available through Wi-Fi and WiMAX hot spots,
which are locations where users gain wireless access.

Employees do not have to be at their desks to communicate with
others in the organization.
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42. How IT Affects Organization
Removes the constraints of time and distance

Allows widely dispersed employees to work together
Provides for the sharing of information

Increases effectiveness and efficiency
Integrates decision making and work

Provides more complete information and participation for better
decisions
Creates problems of constant accessibility to employees

14-42
Blurs the line between work and personal lives
Copyright © 2011 Pearson Education

43. Communication Issues in
Today’s Organizations
1. Discuss the challenges of managing communication in an
Internet world.
2. Explain how organizations can manage knowledge.
3. Explain why communicating with customers is an important
managerial issue.
4. Explain how political correctness is affecting communication.
14-43
Copyright © 2011 Pearson Education

44. Managing Communication in an
Internet World
•
Legal and security issues
• Inappropriate
use of company e-mail and instant messaging
• Loss
of confidential and proprietary information due to inadvertent
or deliberate dissemination or to hackers
•
Lack of personal interaction
• Being
connected is not the same as face-to-face contact
• Difficulties
occur in achieving understanding and collaboration in
virtual environments
14-44
Copyright © 2011 Pearson Education

45. Managing the Organization’s
Knowledge Resources

Build online information databases that employees can access

Create “communities of practice” for groups of people who
share a concern, share expertise, and interact with each other
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46. Communication and Customer Service
Recognize the three components of the customer service delivery
process:
 The
customer
 The
service organization
 The
service provider
Develop a strong service culture focused on the personalization
of service to each customer.
 Listen
and respond to the customer
 Provide
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access to needed service information
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47. “Politically Correct” Communication

Do not use words or phrases that stereotype,
intimidate, or offend individuals based on their
differences.

However, choose words carefully to maintain as
much clarity as possible in communications.
14-47
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48. Terms to Know
communication
interpersonal communication
organizational communication
message
encoding
channel
decoding
communication process
noise
nonverbal communication
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body language
verbal intonation
filtering
selective perception
information overload
jargon
active listening
formal communication
informal communication
downward communication
upward communication

49. Terms to Know (cont’d)
lateral communication
diagonal communication
communication networks
grapevine
e-mail
instant messaging (IM)
blog
wiki
voicemail
fax
electronic data interchange (EDI)
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teleconferencing
videoconferencing
Web conferencing
intranet
extranet
communities of practice

50. This work is protected by local and international copyright laws and is provided solely for
the use of instructors in teaching their courses and assessing student learning.
Dissemination or sale of any part of this work (including on the World Wide Web) will
destroy the integrity of the work and is not permitted. The work and materials from this site
should never be made available to students except by instructors using the accompanying
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and to honor the intended pedagogical purposes and the needs of other instructors who rely
on these materials.
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