Ch. 15 Managing Communication Fall 2013 MGMT 110 Dr. Carlson
Communication depends on perceptions; the process of communication varies in an organization; managers should manage effective one-on-one communication; managers can effectively communicate if their message is clear and if the managers recognizes how others(workers) think and interpret the message.
1. Perception is affected by personality and experience—so called perceptual filters
There are four steps to the process: attention, organization, interpretation and retention.
Problems in perception include: SELECTIVITY CLOSURE
Key to understanding perception is the idea of attribution(how we explain or interpret a particular behavior)
The fundamental error here occurs when we ignore external causes and attribute behavior to internal causes.
When we perceive ourselves, there is a self-serving bias( the belief that our success is due to ourselves and our failures are caused by external factors(other people or the situation))
2. In the communication process there occurs encoding, decoding, and feedback to sender. Interference to feedback is referred to as NOISE JARGON is a type of NOISE.
3. INFORMAL COMMUNICATION(grapevine) must be realized by the manager. It occurs from employee to employee outside the FORMAL communication process.
4. ONE on ONE Communication-coaching and counseling are examples
5. Nonverbal communication is crucial to managers’ understanding of workers.
6. Making one-on-one communication work requires a good understanding of the corporate culture. Active listening and empathetic listening are the keys here. It helps the manager interpret the feedback received.
This requires TRUST.
There is always an issue concerning how to manage company wide communication. Again, for it to be effective, managers must anticipate how it is perceived. Recognizing the changing ways in which information is transmitted ESPECIALLY in applications of...