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ninth edition
STEPHEN P. ROBBINS
© 2007 Prentice Hall, Inc.© 2007 Prentice Hall, Inc.
All rights reserved.All rights reser...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–2
L E A R N I N G O U T L I N EL E A R N I N G O U T L I N E
Follow thi...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–3
L E A R N I N G O U T L I N E (cont’d)L E A R N I N G O U T L I N E (...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–4
L E A R N I N G O U T L I N E (cont’d)L E A R N I N G O U T L I N E (...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–5
What Is Communication?What Is Communication?
• CommunicationCommunica...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–6
Four Functions of CommunicationFour Functions of Communication
Functi...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–7
Functions of CommunicationFunctions of Communication
• ControlControl...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–8
Functions of Communication (cont’d)Functions of Communication (cont’d...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–9
Interpersonal CommunicationInterpersonal Communication
• MessageMessa...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–10
Exhibit 11–1Exhibit 11–1 The Interpersonal Communication ProcessThe ...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–11
Distortions in CommunicationsDistortions in Communications
• Message...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–12
Distortions in Communications (cont’d)Distortions in Communications ...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–13
Interpersonal Communication MethodsInterpersonal Communication Metho...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–14
Evaluating Communication MethodsEvaluating Communication Methods
• F...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–15
Exhibit 11–2Exhibit 11–2 Comparison of Communication MethodsComparis...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–16
Interpersonal Communication (cont’d)Interpersonal Communication (con...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–17
Interpersonal Communication BarriersInterpersonal Communication Barr...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–18
Barriers to Effective InterpersonalBarriers to Effective Interperson...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–19
Barriers to Effective InterpersonalBarriers to Effective Interperson...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–20
Overcoming the Barriers to EffectiveOvercoming the Barriers to Effec...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–21
Exhibit 11–3Exhibit 11–3 Active Listening BehaviorsActive Listening ...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–22
Types of Organizational CommunicationTypes of Organizational Communi...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–23
Communication FlowsCommunication Flows
LateralLateral
Diagonal
Diago...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–24
Direction of Communication FlowDirection of Communication Flow
• Dow...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–25
Direction of Communication FlowDirection of Communication Flow
(cont...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–26
Types of Communication NetworksTypes of Communication Networks
• Cha...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–27
Exhibit 11–4Exhibit 11–4 Three Common Organizational Communication N...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–28
The GrapevineThe Grapevine
• An informal organizational communicatio...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–29
Understanding Information TechnologyUnderstanding Information Techno...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–30
Information Technology (cont’d)Information Technology (cont’d)
• Net...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–31
Information Technology (cont’d)Information Technology (cont’d)
• Typ...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–32
How IT Affects OrganizationHow IT Affects Organization
• Removes the...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–33
Current Communication IssuesCurrent Communication Issues
• Managing ...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–34
Current Communication IssuesCurrent Communication Issues
• Being con...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–35
Current Communication Issues (cont’d)Current Communication Issues (c...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–36
Communication and Customer ServiceCommunication and Customer Service...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–37
““Politically Correct” CommunicationPolitically Correct” Communicati...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–38
Terms to KnowTerms to Know
• communicationcommunication
• interperso...
© 2007 Prentice Hall, Inc. All rights
reserved. 11–39
Terms to Know (cont’d)Terms to Know (cont’d)
• lateral communication...
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Robbins9 ppt11 communication

  1. 1. ninth edition STEPHEN P. ROBBINS © 2007 Prentice Hall, Inc.© 2007 Prentice Hall, Inc. All rights reserved.All rights reserved. PowerPoint Presentation by Charlie CookPowerPoint Presentation by Charlie Cook The University of West AlabamaThe University of West Alabama MARY COULTER CommunicationCommunication and Informationand Information TechnologyTechnology ChapterChapter 1111
  2. 2. © 2007 Prentice Hall, Inc. All rights reserved. 11–2 L E A R N I N G O U T L I N EL E A R N I N G O U T L I N E Follow this Learning Outline as you read and study this chapter.Follow this Learning Outline as you read and study this chapter. Understanding CommunicationsUnderstanding Communications • Differentiate between interpersonal and organizationalDifferentiate between interpersonal and organizational communication.communication. • Discuss the functions of communication.Discuss the functions of communication. The Process of Interpersonal CommunicationsThe Process of Interpersonal Communications • Explain all the components of the communication process.Explain all the components of the communication process. • List the communication methods managers might use.List the communication methods managers might use. • Describe nonverbal communication and how it takesDescribe nonverbal communication and how it takes place.place. • Explain the barriers to effective interpersonalExplain the barriers to effective interpersonal communication and how to overcome them.communication and how to overcome them.
  3. 3. © 2007 Prentice Hall, Inc. All rights reserved. 11–3 L E A R N I N G O U T L I N E (cont’d)L E A R N I N G O U T L I N E (cont’d) Follow this Learning Outline as you read and study this chapter.Follow this Learning Outline as you read and study this chapter. Organizational CommunicationOrganizational Communication • Explain how communication can flow in an organization.Explain how communication can flow in an organization. • Describe the three common communication networks.Describe the three common communication networks. • Discuss how managers should handle the grapevine.Discuss how managers should handle the grapevine. Understanding Information TechnologyUnderstanding Information Technology • Describe how technology affects managerialDescribe how technology affects managerial communication.communication. • Define e-mail, instant messaging, blogs and wikis, voice-Define e-mail, instant messaging, blogs and wikis, voice- mail, fax, EDI, teleconferencing, videoconferencing, webmail, fax, EDI, teleconferencing, videoconferencing, web conferencing, intranet, and extranet.conferencing, intranet, and extranet. • Explain how information technology affectsExplain how information technology affects organizations.organizations.
  4. 4. © 2007 Prentice Hall, Inc. All rights reserved. 11–4 L E A R N I N G O U T L I N E (cont’d)L E A R N I N G O U T L I N E (cont’d) Follow this Learning Outline as you read and study this chapter.Follow this Learning Outline as you read and study this chapter. Communication Issues in Today’s OrganizationCommunication Issues in Today’s Organization • Discuss the challenges of managing communication in anDiscuss the challenges of managing communication in an Internet world.Internet world. • Explain how organizations can manage knowledge.Explain how organizations can manage knowledge. • Explain why communicating with customers is anExplain why communicating with customers is an important managerial issue.important managerial issue. • Explain how political correctness is affectingExplain how political correctness is affecting communication.communication.
  5. 5. © 2007 Prentice Hall, Inc. All rights reserved. 11–5 What Is Communication?What Is Communication? • CommunicationCommunication  The transfer and understanding of meaning.The transfer and understanding of meaning.  Transfer means the message was received in a form that canTransfer means the message was received in a form that can be interpreted by the receiver.be interpreted by the receiver.  Understanding the message is not the same as the receiverUnderstanding the message is not the same as the receiver agreeing with the message.agreeing with the message.  Interpersonal CommunicationInterpersonal Communication  Communication between two or more peopleCommunication between two or more people  Organizational CommunicationOrganizational Communication  All the patterns, network, and systems of communicationsAll the patterns, network, and systems of communications within an organizationwithin an organization
  6. 6. © 2007 Prentice Hall, Inc. All rights reserved. 11–6 Four Functions of CommunicationFour Functions of Communication Functions ofFunctions of CommunicationCommunication Functions ofFunctions of CommunicationCommunication ControlControlControlControl MotivationMotivationMotivationMotivation EmotionalEmotional ExpressionExpression EmotionalEmotional ExpressionExpressionInformationInformationInformationInformation
  7. 7. © 2007 Prentice Hall, Inc. All rights reserved. 11–7 Functions of CommunicationFunctions of Communication • ControlControl  Formal and informal communications act to controlFormal and informal communications act to control individuals’ behaviors in organizations.individuals’ behaviors in organizations. • MotivationMotivation  Communications clarify for employees what is toCommunications clarify for employees what is to done, how well they have done it, and what can bedone, how well they have done it, and what can be done to improve performance.done to improve performance.
  8. 8. © 2007 Prentice Hall, Inc. All rights reserved. 11–8 Functions of Communication (cont’d)Functions of Communication (cont’d) • Emotional ExpressionEmotional Expression  Social interaction in the form of work groupSocial interaction in the form of work group communications provides a way for employees tocommunications provides a way for employees to express themselves.express themselves. • InformationInformation  Individuals and work groups need information toIndividuals and work groups need information to make decisions or to do their work.make decisions or to do their work.
  9. 9. © 2007 Prentice Hall, Inc. All rights reserved. 11–9 Interpersonal CommunicationInterpersonal Communication • MessageMessage  Source: sender’s intended meaningSource: sender’s intended meaning • EncodingEncoding  The message converted to symbolic formThe message converted to symbolic form • ChannelChannel  The medium through which the message travelsThe medium through which the message travels • DecodingDecoding  The receiver’s retranslation of the messageThe receiver’s retranslation of the message • NoiseNoise  Disturbances that interfere with communicationsDisturbances that interfere with communications
  10. 10. © 2007 Prentice Hall, Inc. All rights reserved. 11–10 Exhibit 11–1Exhibit 11–1 The Interpersonal Communication ProcessThe Interpersonal Communication Process
  11. 11. © 2007 Prentice Hall, Inc. All rights reserved. 11–11 Distortions in CommunicationsDistortions in Communications • Message EncodingMessage Encoding  The effect of the skills, attitudes, and knowledge ofThe effect of the skills, attitudes, and knowledge of the sender on the process of encoding the messagethe sender on the process of encoding the message  The social-cultural system of the senderThe social-cultural system of the sender • The MessageThe Message  Symbols used to convey the message’s meaningSymbols used to convey the message’s meaning  The content of the message itselfThe content of the message itself  The choice of message formatThe choice of message format  Noise interfering with the messageNoise interfering with the message
  12. 12. © 2007 Prentice Hall, Inc. All rights reserved. 11–12 Distortions in Communications (cont’d)Distortions in Communications (cont’d) • The ChannelThe Channel  The sender’s choice of the appropriate channel orThe sender’s choice of the appropriate channel or multiple channels for conveying the messagemultiple channels for conveying the message • ReceiverReceiver  The effect of skills, attitudes, and knowledge of theThe effect of skills, attitudes, and knowledge of the receiver on the process of decoding the messagereceiver on the process of decoding the message  The social-cultural system of the receiverThe social-cultural system of the receiver • Feedback LoopFeedback Loop  Communication channel distortions affecting theCommunication channel distortions affecting the return message from receiver to senderreturn message from receiver to sender
  13. 13. © 2007 Prentice Hall, Inc. All rights reserved. 11–13 Interpersonal Communication MethodsInterpersonal Communication Methods • Face-to-faceFace-to-face • TelephoneTelephone • Group meetingsGroup meetings • Formal presentationsFormal presentations • MemosMemos • Traditional MailTraditional Mail • Fax machinesFax machines • Employee publicationsEmployee publications • Bulletin boardsBulletin boards • Audio- and videotapesAudio- and videotapes • HotlinesHotlines • E-mailE-mail • Computer conferencingComputer conferencing • Voice mailVoice mail • TeleconferencesTeleconferences • VideoconferencesVideoconferences
  14. 14. © 2007 Prentice Hall, Inc. All rights reserved. 11–14 Evaluating Communication MethodsEvaluating Communication Methods • FeedbackFeedback • Complexity capacityComplexity capacity • Breadth potentialBreadth potential • ConfidentialityConfidentiality • Encoding easeEncoding ease • Decoding easeDecoding ease • Time-space constraintTime-space constraint • CostCost • Interpersonal warmthInterpersonal warmth • FormalityFormality • ScanabilityScanability • Time consumptionTime consumption
  15. 15. © 2007 Prentice Hall, Inc. All rights reserved. 11–15 Exhibit 11–2Exhibit 11–2 Comparison of Communication MethodsComparison 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.
  16. 16. © 2007 Prentice Hall, Inc. All rights reserved. 11–16 Interpersonal Communication (cont’d)Interpersonal Communication (cont’d) • Nonverbal CommunicationNonverbal Communication  Communication that is transmitted without words.Communication that is transmitted without words.  SoundsSounds with specific meanings or warningswith specific meanings or warnings  ImagesImages that control or encourage behaviorsthat control or encourage behaviors  Situational behaviorsSituational behaviors that convey meaningsthat convey meanings  Clothing and physical surroundingsClothing and physical surroundings that imply statusthat imply status  Body language:Body language: gestures, facial expressions, andgestures, facial expressions, and other body movements that convey meaning.other body movements that convey meaning.  Verbal intonation:Verbal intonation: emphasis that a speaker gives toemphasis that a speaker gives to certain words or phrases that conveys meaning.certain words or phrases that conveys meaning.
  17. 17. © 2007 Prentice Hall, Inc. All rights reserved. 11–17 Interpersonal Communication BarriersInterpersonal Communication Barriers DefensivenessDefensiveness NationalNational CultureCulture EmotionsEmotions InformationInformation OverloadOverload InterpersonalInterpersonal CommunicationCommunication LanguageLanguage FilteringFiltering
  18. 18. © 2007 Prentice Hall, Inc. All rights reserved. 11–18 Barriers to Effective InterpersonalBarriers to Effective Interpersonal CommunicationCommunication • FilteringFiltering  The deliberate manipulation of information to make itThe deliberate manipulation of information to make it appear more favorable to the receiver.appear more favorable to the receiver. • EmotionsEmotions  Disregarding rational and objective thinking processesDisregarding rational and objective thinking processes and substituting emotional judgments whenand substituting emotional judgments when interpreting messages.interpreting messages. • Information OverloadInformation Overload  Being confronted with a quantity of information thatBeing confronted with a quantity of information that exceeds an individual’s capacity to process it.exceeds an individual’s capacity to process it.
  19. 19. © 2007 Prentice Hall, Inc. All rights reserved. 11–19 Barriers to Effective InterpersonalBarriers to Effective Interpersonal Communication (cont’d)Communication (cont’d) • DefensivenessDefensiveness  When threatened, reacting in a way that reduces theWhen threatened, reacting in a way that reduces the ability to achieve mutual understanding.ability to achieve mutual understanding. • LanguageLanguage  The different meanings of and specialized waysThe different meanings of and specialized ways (jargon) in which senders use words can cause(jargon) in which senders use words can cause receivers to misinterpret their messages.receivers to misinterpret their messages. • National CultureNational Culture  Culture influences the form, formality, openness,Culture influences the form, formality, openness, patterns and use of information in communications.patterns and use of information in communications.
  20. 20. © 2007 Prentice Hall, Inc. All rights reserved. 11–20 Overcoming the Barriers to EffectiveOvercoming the Barriers to Effective Interpersonal CommunicationsInterpersonal Communications • Use FeedbackUse Feedback • Simplify LanguageSimplify Language • Listen ActivelyListen Actively • Constrain EmotionsConstrain Emotions • Watch Nonverbal CuesWatch Nonverbal Cues
  21. 21. © 2007 Prentice Hall, Inc. All rights reserved. 11–21 Exhibit 11–3Exhibit 11–3 Active Listening BehaviorsActive Listening Behaviors Source: Based on P.L. Hunsaker, Training in Management Skills (Upper Saddle River, NJ: Prentice Hall, 2001).
  22. 22. © 2007 Prentice Hall, Inc. All rights reserved. 11–22 Types of Organizational CommunicationTypes of Organizational Communication • Formal CommunicationFormal Communication  Communication that follows the official chain ofCommunication that follows the official chain of command or is part of the communication required tocommand or is part of the communication required to do one’s job.do one’s job. • Informal CommunicationInformal Communication  Communication that is not defined by theCommunication that is not defined by the organization’s hierarchy.organization’s hierarchy.  Permits employees to satisfy their need for social interaction.Permits employees to satisfy their need for social interaction.  Can improve an organization’s performance by creatingCan improve an organization’s performance by creating faster and more effective channels of communication.faster and more effective channels of communication.
  23. 23. © 2007 Prentice Hall, Inc. All rights reserved. 11–23 Communication FlowsCommunication Flows LateralLateral Diagonal Diagonal DD oo ww nn ww aa rr dd UU pp ww aa rr dd
  24. 24. © 2007 Prentice Hall, Inc. All rights reserved. 11–24 Direction of Communication FlowDirection of Communication Flow • DownwardDownward  Communications that flow from managers toCommunications that flow from managers to employees to inform, direct, coordinate, and evaluateemployees to inform, direct, coordinate, and evaluate employees.employees. • UpwardUpward  Communications that flow from employees up toCommunications that flow from employees up to managers to keep them aware of employee needsmanagers to keep them aware of employee needs and how things can be improved to create a climateand how things can be improved to create a climate of trust and respect.of trust and respect.
  25. 25. © 2007 Prentice Hall, Inc. All rights reserved. 11–25 Direction of Communication FlowDirection of Communication Flow (cont’d)(cont’d) • Lateral (Horizontal) CommunicationLateral (Horizontal) Communication  Communication that takes place among employeesCommunication that takes place among employees on the same level in the organization to save time andon the same level in the organization to save time and facilitate coordination.facilitate coordination. • Diagonal CommunicationDiagonal Communication  Communication that cuts across both work areas andCommunication that cuts across both work areas and organizational levels in the interest of efficiency andorganizational levels in the interest of efficiency and speed.speed.
  26. 26. © 2007 Prentice Hall, Inc. All rights reserved. 11–26 Types of Communication NetworksTypes of Communication Networks • Chain NetworkChain Network  Communication flows according to the formal chain ofCommunication flows according to the formal chain of command, both upward and downward.command, both upward and downward. • Wheel NetworkWheel Network  All communication flows in and out through the groupAll communication flows in and out through the group leader (hub) to others in the group.leader (hub) to others in the group. • All-Channel NetworkAll-Channel Network  Communications flow freely among all members ofCommunications flow freely among all members of the work team.the work team.
  27. 27. © 2007 Prentice Hall, Inc. All rights reserved. 11–27 Exhibit 11–4Exhibit 11–4 Three Common Organizational Communication NetworksThree Common Organizational Communication Networks and How They Rate on Effectiveness Criteriaand How They Rate on Effectiveness Criteria
  28. 28. © 2007 Prentice Hall, Inc. All rights reserved. 11–28 The GrapevineThe Grapevine • An informal organizational communicationAn informal organizational communication network that is active in almost everynetwork that is active in almost every organization.organization.  Provides a channel for issues not suitable for formalProvides a channel for issues not suitable for formal communication channels.communication channels.  The impact of information passed along the grapevineThe impact of information passed along the grapevine can be countered by open and honest communicationcan be countered by open and honest communication with employees.with employees.
  29. 29. © 2007 Prentice Hall, Inc. All rights reserved. 11–29 Understanding Information TechnologyUnderstanding Information Technology • Benefits of Information Technology (IT)Benefits of Information Technology (IT)  Increased ability to monitor individual and teamIncreased ability to monitor individual and team performanceperformance  Better decision making based on more completeBetter decision making based on more complete informationinformation  More collaboration andMore collaboration and sharing of informationsharing of information  Greater accessibilityGreater accessibility to coworkersto coworkers
  30. 30. © 2007 Prentice Hall, Inc. All rights reserved. 11–30 Information Technology (cont’d)Information Technology (cont’d) • Networked ComputerNetworked Computer SystemsSystems  Linking individualLinking individual computers to create ancomputers to create an organizational network fororganizational network for communication andcommunication and information sharing.information sharing. • E-mailE-mail • Instant messaging (IM)Instant messaging (IM) • BlogsBlogs • WikisWikis • Voice-mailVoice-mail • Fax machinesFax machines • Electronic Data ExchangeElectronic Data Exchange (EDI)(EDI) • TeleconferencingTeleconferencing • VideoconferencingVideoconferencing • Web conferencingWeb conferencing
  31. 31. © 2007 Prentice Hall, Inc. All rights reserved. 11–31 Information Technology (cont’d)Information Technology (cont’d) • Types of Network SystemsTypes of Network Systems  IntranetIntranet  An internal network that uses InternetAn internal network that uses Internet technology and is accessible only totechnology and is accessible only to employees.employees.  ExtranetExtranet  An internal network that uses InternetAn internal network that uses Internet technology and allows authorized userstechnology and allows authorized users inside the organization to communicateinside the organization to communicate with certain outsiders such as customerswith certain outsiders such as customers and vendors.and vendors.  Wireless (WIFI) capabilitiesWireless (WIFI) capabilities
  32. 32. © 2007 Prentice Hall, Inc. All rights reserved. 11–32 How IT Affects OrganizationHow IT Affects Organization • Removes the constraints of time and distanceRemoves the constraints of time and distance  Allows widely dispersed employees to work together.Allows widely dispersed employees to work together. • Provides for the sharing of informationProvides for the sharing of information  Increases effectiveness and efficiency.Increases effectiveness and efficiency. • Integrates decision making and workIntegrates decision making and work  Provides more complete information and participationProvides more complete information and participation for better decisions.for better decisions. • Creates problems of constant accessibility toCreates problems of constant accessibility to employeesemployees  Blurs the line between work and personal lives.Blurs the line between work and personal lives.
  33. 33. © 2007 Prentice Hall, Inc. All rights reserved. 11–33 Current Communication IssuesCurrent Communication Issues • Managing Communication in an Internet WorldManaging Communication in an Internet World  Legal and security issuesLegal and security issues  Inappropriate use of company e-mail and instant messagingInappropriate use of company e-mail and instant messaging  Loss of confidential and proprietary information due toLoss of confidential and proprietary information due to inadvertent or deliberate dissemination or to hackers.inadvertent or deliberate dissemination or to hackers.  Lack of personal interactionLack of personal interaction  Being connected is not the same as face-to-face contact.Being connected is not the same as face-to-face contact.  Difficulties occur in achieving understanding andDifficulties occur in achieving understanding and collaboration in virtual environements.collaboration in virtual environements.
  34. 34. © 2007 Prentice Hall, Inc. All rights reserved. 11–34 Current Communication IssuesCurrent Communication Issues • Being connected versus being concernedBeing connected versus being concerned  Managing Internet gripe sites as a valuable resourceManaging Internet gripe sites as a valuable resource for unique insights into the organization.for unique insights into the organization.  Employee complaints (“hot-button” issues)Employee complaints (“hot-button” issues)  Customer complaintsCustomer complaints  Responding to Internet gripe sitesResponding to Internet gripe sites  Recognized them as a valuable source of information.Recognized them as a valuable source of information.  Post messages that clarify misinformation.Post messages that clarify misinformation.  Take action to correct problems noted on the site.Take action to correct problems noted on the site.  Set up an internal gripe site.Set up an internal gripe site.  Continue to monitor the public gripe site.Continue to monitor the public gripe site.
  35. 35. © 2007 Prentice Hall, Inc. All rights reserved. 11–35 Current Communication Issues (cont’d)Current Communication Issues (cont’d) • Managing the Organization’s KnowledgeManaging the Organization’s Knowledge ResourcesResources  Build online information databases that employeesBuild online information databases that employees can access.can access.  Create “communities of practice” for groups of peopleCreate “communities of practice” for groups of people who share a concern, share expertise, and interactwho share a concern, share expertise, and interact with each other.with each other.
  36. 36. © 2007 Prentice Hall, Inc. All rights reserved. 11–36 Communication and Customer ServiceCommunication and Customer Service • Communicating Effectively with CustomersCommunicating Effectively with Customers  Recognize the three components of the customerRecognize the three components of the customer service delivery process:service delivery process:  The customerThe customer  The service organizationThe service organization  The service providerThe service provider  Develop a strong service culture focused on theDevelop a strong service culture focused on the personalization of service to each customer.personalization of service to each customer.  Listen and respond to the customer.Listen and respond to the customer.  Provide access to needed service information.Provide access to needed service information.
  37. 37. © 2007 Prentice Hall, Inc. All rights reserved. 11–37 ““Politically Correct” CommunicationPolitically Correct” Communication • Do not use words or phrases that stereotype,Do not use words or phrases that stereotype, intimidate, or offend individuals based on theirintimidate, or offend individuals based on their differences.differences. • However, choose words carefully to maintain asHowever, choose words carefully to maintain as much clarity as possible in communications.much clarity as possible in communications.
  38. 38. © 2007 Prentice Hall, Inc. All rights reserved. 11–38 Terms to KnowTerms to Know • communicationcommunication • interpersonalinterpersonal communicationcommunication • organizationalorganizational communicationcommunication • messagemessage • encodingencoding • channelchannel • decodingdecoding • communication processcommunication process • noisenoise • nonverbal communicationnonverbal communication • body languagebody language • verbal intonationverbal intonation • filteringfiltering • selective perceptionselective perception • information overloadinformation overload • jargonjargon • active listeningactive listening • formal communicationformal communication • informal communicationinformal communication • downward communicationdownward communication • upward communicationupward communication
  39. 39. © 2007 Prentice Hall, Inc. All rights reserved. 11–39 Terms to Know (cont’d)Terms to Know (cont’d) • lateral communicationlateral communication • diagonal communicationdiagonal communication • communication networkscommunication networks • grapevinegrapevine • e-maile-mail • instant messaging (IM)instant messaging (IM) • blogblog • wikiwiki • voice mailvoice mail • faxfax • electronic dataelectronic data interchange (EDI)interchange (EDI) • teleconferencingteleconferencing • videoconferencingvideoconferencing • web conferencingweb conferencing • intranetintranet • extranetextranet • communities of practicecommunities of practice

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