6th Edition Chapter 14 Audio Lecture

Slide 2: 

Chapter 14 COMMUNICATION: THE GLUE THAT BINDS US TOGETHER

A Complex Process: 

A Complex Process Requires skill on both individual and group level. Requires awareness of increasing complexity as the number of people involved is increased. Requires conscious effort to make communication effective .

Definitions of Communication: 

Definitions of Communication The exchange of ideas, thoughts, or emotions between or among two or more people . The transfer of meaning and the development of mutual understanding.

A Manager’s Day-to-Day Communications Include:: 

A Manager’s Day-to-Day Communications Include: Receiving orders, instructions, and direction from above. Delivering orders, instructions, and direction to employees. Coaching , counseling, and disciplining employees. Interviewing and selecting candidates for employment. relating to managers and employees of other departments. Relating to patients, visitors, clients, customers, etc. Responding to questions and requests.

Face-to-Face Communication: 

Face-to-Face Communication Involved parties hear the words, perceive vocal tones, and can observe facial expressions and body language, and have the opportunity for immediate feedback and response.

Communication Via Telephone: 

Communication Via Telephone Involved parties hear the words and can perceive vocal tones, and have the opportunity for immediate feedback and response. However, parties lack exposure to facial expressions and body language.

Communication Via Voicemail: 

Communication Via Voicemail Facilitates speed of initial transmission and conveys information without having to connect directly. Recipient can hear the words and perceive vocal tones, but facial expressions and body language are missing. Timing of feedback entirely dependent on the recipient.

Communication Via Letters and Memos: 

Communication Via Letters and Memos Only the words are available to convey meaning. Feedback and response are generally the slowest of all means. Highly dependent on accuracy in choice of words and phrases. Provides a written record.

Communication Via Email: 

Communication Via Email Only the words are available to convey the meaning. Feedback and response can range from immediate to never. Most highly dependent on accuracy in choice of words and phrases. Can provides a written record if desired.

In Selecting Communication Mode Consider:: 

In Selecting Communication Mode Consider: time available: how soon is resolution needed importance of the issue the complexity of the issue the sensitivity of the issue the need for negotiation or problem-solving the need for documentation (a paper trail)

In Verbal (Oral) Communication: 

In Verbal (Oral) Communication Conscious content : volitional; speaker is aware of the content, direction , and reasons for the exchange . Unconscious content : hidden from the speaker; thoughts , aspirations, desires, anxieties, fears, emotions, all influence conscious content.

Communication Distance: 

Communication Distance Intimate distance 1 to 18 inches Personal distance 1.5 inches to 4 feet Social distance 4 to 12 feet Public distance 12 to 15 feet and beyond

Personal Tools to Foster Communication: 

Personal Tools to Foster Communication AUTHENTICITY ACCEPTANCE OF FEELINGS DISCLOSURE OF FEELINGS EMPHATHY CARING HUMOR

Communication Barriers: 

Communication Barriers Facial expressions and body language Verbalizations that interrupt the flow External distractions: noise; motion; confusion

The Staff Meeting: 

The Staff Meeting Regular; planned; frequent Start and stop on time Limited in length Participative leadership style Decisions committed to writing

The General Meeting: 

The General Meeting Specially scheduled Infrequent Specific goal, e.g. information sharing; problem solving Participants selected on basis on potential contribution Advance notice to allow for preparation time Written follow-up

Email Considerations: 

Email Considerations Avoid misuse Do not send unimportant or personal information Eliminate “junk” e-mails Try to deal with the message once and only once Avoid accumulating e-mails so messages are not overlooked or lost Use a clear, understandable subject line Write, edit, rewrite Remember: e-mail is not private

Memos and Letters: 

Memos and Letters Remember : this is a one-way communication Focus on clarity in expression Write for a specific audience Avoid unneeded words Use simple, direct language Say it and stop Edit and rewrite

Human Barriers to Communication: 

Human Barriers to Communication LANGUAGE : use of jargon, technical terms, slang UNCONSCIOUS MOTIVES : thought shaped by emotion PSYCHOLOGICAL FACTORS: past experiences and ideas shape individual or group perceptions CULTURAL CLASHES: differences in age, socioeconomic status , region of birth, and education level

Organizational Barriers to Communication: 

Organizational Barriers to Communication ORGANIZATION SIZE: creates layers which in turn create distortion LOGISTICAL FACTORS: lack of time, space, privacy OVERSTIMULATION: members bombarded with so many events that they become unable to process any more Information ORGANIZATIONAL STRUCTURE: Communication channels too formally delineated PHASE IN LIFE CYCLE : communication taxed at various developmental stages ; need adaptation of structure for each phase

Slide 22: 

Chapter 14 COMMUNICATION: THE GLUE THAT BINDS US TOGETHER