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1、CHAPTER13MANAGINGCOMMUNICATIONANDINFORMATION1.EARNINGOUTCOMESAfterreadingthischapter,studentsshouldbeableto:13-1.Describewhatmanagersneedtoknowaboutcommunicatingeftectively.132.Explainhowtechnologyaffectsmanagerialcommunication.13-3.Discusscontemporarjissuesincommunication.ManagementMythMYTH:Manager
2、sshouldtrytostiflethegrapevine.TRUTH:Astutemanagersacknowledgetheexistenceofthegrapevineanduseitinbeneficialways.TCnChingTips:AsevidencedbyWiki1.eaks,informationcanbeapowerfultl.Organizationsneedtotakesecurityissuesseriouslyasleakedpersonaloraccountinformationwouldcausecustomerstolosefhithinthecompa
3、ny.Questionstothinkaboutinclude: HowdostudentsprotectthesecurityoftheirTwittcraccountsande-mailaccounts? Arccompaniesandindividualsliableforanyinformationdistributedfromoneoftheirhackedaccounts?1. HOVVDOVANAGERSCOMMUNICATEEFFECTIVE1.Y?A. Introduction1. Everytilingamanagerdoesinvolvescommunicating.2.
4、 Amanagercafttb11nulateastrategyormakeadecisionwithoutinformation,whichhasobecommunicated.3. Onceadecisionismade,communicationmustagaintakeplace.4. GoodcommunicationskillsalonedonotmakeasuccessfulmanagerbutineffeclivecommunicationskillscanleadIoacontinuousstreamofproblemsforthemanager.B. HowDoestheC
5、ommunicationProcessWork?1. Communicationcanbethoughtofasap11essorow.a)Problemsoccurwhentherearcdeviationsorblockagesinthatflow.2. Communicationrequiresapurpose,expressedasamessageconveyedbetweenasource(thesender)andareceiver.Iiisencodedandispassedbysomemediumtothereceiver,whorc-lranslatesthemessagei
6、nitiatedbyIhesender.Theresultisatransferenceof11aningfromoneperson(oanother.3. Exhibit13-1depictsthecommunicationprocess.4. Thesenderinitiatesamessagebyencodingathought.a)FourconditionsaffecttheClWodCdmessage:skill,altitudes,knowledge,andtheSociahatlluralsystem.1. Onc*stotalcommunicativesuccessinclu
7、desspeaking,reading,listening,andreasoningskills.2. Ourattitudesinfluenceourbehavior.Wcholdpredisposedideasonnumeroustopics,andourcommunicationsarcaffectedbytheseattitudes.3. Wcarcrestrictedinourcommunicativeactivitybytheextentofourknowledgeoftheparticulartopic.4. FinaIIyJustasattitudesinfluenceorbe
8、havior,sodocsorpositioninthesocial-culturalsysteminwhichweexist.（八）Yourbeliefsandvalues,allpartofyourculture,acttoinfluenceyouasacommunicativesource.5. Themessageistheactualphysicalp11iuctfromthesourcethatconveyssomepurpose.a)Ourmessageisaffectedbythecodeorgroupofsymtx)lsweusetotransfermeaning,theco
9、ntentofthemessageitself,and(hedecisionsthatwemakeinselectingandarrangingbothcodesandcontent.6. ThechannelistheInediUnlthroughwhichthemessagetravels.Itisselectedbythesource.a) Formalchannelsareestablishedbytheorganizationandtransmitmessagesthatpertaintothejob-relatedactivitiesofmembers.b) Otherformso
10、fmessages,suchaspersonalorsocial,followtheinformalchannelsintheorganization.7. Iliereceiveristhepersontowhomthemessageisdirected.8. Themessagemustbetranslatedintoafo11nIhalcanbeunderslclbythereceiver.Thisisthe(IeCOdingoIhemessage.a)Juslastheencoderwaslimitedbyhisorherskills,atliludes,knowledge,andSo
11、cial-Cullurulsystem,Ihereceiverisequallyrestricted.9. Thefinallinkinthecommunicationprocessisafeedbackloop.a)Feedbackisthecheckonhowsuccessfulwchavebeenintransferringourmessagesasoriginallyinteruied.Ildetc11nineswhetherornotunderslarlinghasbeenachieved.C. AreWrittenCommunicationsMoreEffectiveThanVer
12、balOnes?1. WriilenComniunicaiionsaretangible,verifiable,andmorepermanentthantheoralvariety.a) Typically,bothsenderandreceiverhavearecordofthecommunication.b) ThemessagecanbestoredforanindefinitePCriOdoftime.C)Iftherearcquestionsaboutthecontentofthemessage,itisavailableforlaterreference.d)Atlnalbenef
13、itofwrittencommunicationcomesfromtheprocessitself.1. Morecareistakenwiththewrittenwordthanwiththespokenword.2. Writtenmessageshave(heirdrawbacks.a) Writingconsumesagreatdealoftime.b) 1.ackoffeedback.D. Isthe(rapevincanEfTectiveWaytoCoininunicate?1. Thegrapevineistheunofficialwaythatcommunicationstak
14、eplaceinanorganization.2. Informationisspreadbywordofn)uth-andeventhroughelectronicmeanstoday.a)Ironicallythisisatwo-wayprocess-goodinformationpassesbetweenusrapidly:badinformationevenfaster.3. Thebiggestquestionfocusesontheaccuracyoftherumors.4. Researchonthistopichasbeensomewhatmixed.a)Buteventhen
15、,althoughtheinibrnaiionflowingisinaccurate,itstillcontainssomeelementoftruth.E. HowDoNonverbalCuesAffectCommunication?1. SomeofthemostIl)CaningrUlcommunicationsareneitherspokennorwrilten.Thesearenonverbalcommunications.2. Bodylanguagereferstogestures,facialCorifigunHions,andothermovemenisofthebody.3
16、VerbalintonationreferstoIhcemphasissomeonegives(owordsrphrases.4. ThenonverbalcomponentislikelytoCarry(hegreatestimpact. )Researchindicatesthatfrom65-90percentofthemessageofeveryfacc-to-faceconversationisinterpretedthroughbodylanguage.FromthePasttothePresentOneofthemostfamousstudiesofthegrapevinewas
17、conductedbymanagementresearcherKeithDaviswhoinvestigatedthecommunicationpatternsamong67managerialpersonnel.Theapproachheusedwastolearnfromeachcommunicationrecipienthowheorshefirstreceivedagivenpieceofinformationandthentraceditbacktoitssource.Itwasfoundthat,whilethegrapevinewasanimportantsourceofinfo
18、rmation,only10percentoftheexecutivesactedasliaisonindividuals(thatis,passedtheinformationOnIomorethanoneotherperson).Forexample,whenoneexecutivedecidedtoresignIoentertheinsurancebusiness,81percentoftheexecutivesknewak)ulil,butonly11percenttransmiltedIhiSin1111naliontoothers.RecentresearchbyIBMandMas
19、sachusettsInstituteOfTechnoIogyusingasimilartypeofanalysisfocusedmoreonpeopledsocialnetworksofcontactsatworkratherthanonhowinformationflowedthroughtheOrganizalionalgrapevine.However,whalwasnoticeablyinterestingaboutthisstudywasthati(foundthatemployeeswhohavestrongcommunicationtieswiththeirnanagei(en
20、d(obringinmoremoney(hanthosewhosteerclearoftheboss.DiscussThis: Whyisitimportantformanagerstounderstandsocialandcommunicationnetworksemployeesuse? Whathavebeenyourexperienceswiththe“grapevineandwhatdidyoulearnfromthoseexperiencesalx)utdealingwiththegrapevineasasourceofcommunication?TCaChingTips：Adis
21、cussionofthewaybusinessesandpoliticstreatthegrapevinecouldprovideforsomeinterestingclassinteraction.It*samazinghowmuchinformationinthepoliticalrealmistransmittedinformally.Confidentialsources*havebecomeauscflmeansforthenewsmediatofindinformationaboutpowerfuldecisionmakers.Anothercommontechniqueforpo
22、liticaloperativesisto,floataStOryandthenseehowitispickedupinthepressandthengaugepublicopinion.F. WhatBarriersKeepCommunicationfromBeingEffective?1. Anumberofinterpersonalandinl11personalbarriersaffectIhedecodingofamessage.a)Exhibit13-2summarizesthemoreprominentbarriers.2. FilteringreferstoHianipulal
23、ingink)11nationsothatitwillbeseenmorefavorablybythereceiver.a) Asinfo11nationispasseduptoseniorexecutives,IhepersonalinterestsarlperceptionsofwhatisimportantIo(hsedoingIhesynthesizingaregoinglocausefiltering.b) TheextentofIllleringtendstobeafunctionofthenumberofverticallevelsintheorgani4lionandtheor
24、ganizationalculture.c) Theever-increasinguseoe-mailIocommunicaieinorganizationsreducesfilteringbecauseCoinmunicalionismoredirectasintermediariesarcbypassed.l) )TheOrganizalionalCUhUrVencouragesordiscouragesfilleringbythetypeofbehavioritrewards.3. Withselectiveperception,receiversseeandhearbasedonthe
25、irneeds,motivations,experience,background,andotherpersonalcharacteristics.4. InrmatinoverloadhappenswhenindividualshavemoreinfrmalionthantheycanSOrloutanduse;Iheylendtoselectout,ignore,passover,orforgetinformation,etc.5. EniolionshowareceiverfeelswhenamenageisreceivedinuenceshowheOrsheinterpretsil.6
26、. 1.anguageinteractive,real-tinwcommunicationthattakesplaceamongcomputeruserswhoareloggedontothecomputernetworkatthesametime.a)Informationcanbecommunicatedinstantaneously.4. Avoice-mailsystemdigitizesaspokenmessage,transmitsitoverthenetwork,andstoresthemessageonadiskforthereceivertoretrievelater.5.
27、Facsimileorfaxmachinesallowthetransmissionofdocumentscontainingbothtextandgraphicsoverordinarytelephonelines.6. Electronicdatainterchange(EDI)isawayfororganizationstoexchangebusinesstransactiondocumentssuchasinvoicesorpurchaseorders,usingdirect,computer-to-conputernetworks.7. Teleconferencingallowsa
28、groupofpeopletoconfersimultaneouslyusingtelephoneore-mailgroupcommunicationssoftware:videoconferencingallowsformeetingparticipantstoseeeachotherovervideoscreens.8. AnorganizationalintranetisanorganizationalCoinmunicaiionnetworkthatusesInternettechnologybutisaccessibleonlytoorganizationalemployees.9.
29、 AnorganizationalextranetisanorganizationalcommunicationnetworkthatusesInternettechnologyandallowsauthorizedusersinsideIheorganizationtocommunicatewithcertainoutsiderssuchasCustonierNorvendors.K).Finally,theInternetisnowbeingusedFbrvoicecommunication.C. WirelessCommunication1. Employeesnolongerhavet
30、obeattheirdeskswiththeircomputerspluggedinandturnedoninordertoCoinmunicalewithothersintheorganization.2. Managersandemployees“keepintouch,usingsmartphones,tabletcomputers,notebookcomputers,and11MbileIX)CkCldevices.3Andwirelesscommunicationworks-anywhere.TechnologjandtheManagersJobOfficeofTomorrowSum
31、marytechnologyischangingthewaywecommunicateintheworkplace.Inthefuture,employeesarelikelytoCnITyasingledevicethatcombinestelephoneandtextingtechnologywiththeInternet,teleconferencing,andlanguagetranslation.ThisnewdeviceislikelytobewearabletechnologyalongthelinesofGoogleGlass.DiscussThis: Doyouviewcom
32、municatingusingtechnologyasmoreofahelporahindrance?Explain. Whatissuesdocswearabletechnologypresentintheworkplace?Whatdoyouthinkmanagerswillneedtodotodealwiththeseissues?TCaChin田Tim DiscusshowwearabletechnologylikeFitBithasbecomemainstreamintheworldoffitness. Thenaskstudentstoresearchthelatestexampl
33、esofwearabletechnologyfortheofficeanddiscusstheadvantagesanddisadvantagesofthedevicesintheworkplace.III.WHArCOMMUNICATIONISSUESDOMANAGERSFACETODAY?A. Introduction1. EITectiveIyCommunicaling11eansbeingconnectedioemployeesandcustomersandhavinglheabilitytobeconnectedtoanyoftheorganizationsstakeholders.
34、B. HowDoWeManageCommunicationinanInternetWorld?1. TheIwomainchallengescreatedbynewtechnologyinthebusinessworldarelegalandsecurityissuesandlackofpersonalinteraction.a) Managersmustbeknowledgeableaboutpotentiallegalproblemsthatcanarisefrommisuseoftechnology,includinginappropriateusageofe-mailsandblogs
35、.b) Softwarethatenablesreal-limecollaborationcanbechosenIoa11lioralethelackofpersonalinteractionposedbyIheInlemeiage.C. HowDoesKnowledgeManagementAffeCtCommunication?1. Managersmustdeliberatelymanagethebaseofknowledge.2. Knowledgemanagementinvolvescultivatingalearningcultureinwhichorganizationalmemb
36、ersSystemalicallygatherknowledgeandshareitWilhothersinIheorganizationsoastoachievebelterperlc11nance.D. WhatIsInvolvedwithManagingtheOrganizationsKnowledgeResources?1. Createonlineinformationdatabases.2. Createcommunitiesofpractice,whicharcgroupsofpeoplewhoshareaconcern,asetofproblems,oraPajiSiOnabo
37、utatopic,andwhodeepentheirknowledgeandexpertiseinthatareabyinteractingonanongoingbasis.E. WhatRoleDoesCommunicationI,layinCustomerService?1. Thecontentofanorganization,scommunicationandhowthiscommunicationtakesplacecanhaveasignificantimpactoncustomersatisfaction.a)hequalityofthecompanyspersonalinteractionbetweenemploye
