Copyright ©2015 Pearson Education, Inc.13-1 Chapter 11 Managing Communication and Information

Copyright ©2015 Pearson Education, Inc. 13-1

Chapter11ManagingCommunication and Information

Learning Outcomes

• Describe what managers need to know about communicating effectively.

• Explain how technology affects managerial communication.

• Discuss contemporary issues in communication.



13.1 Define what managers need to know about communicating effectively.

Effective Communication


Communication:A transfer of understanding and meaning from one person to another.

The Communication Process


Factors Affecting Encoding


• Skill• Attitudes• Knowledge• Social cultural system

Communication Channels


• Formal channels• Informal channels

Decoding and Feedback


Decoding:Translating a received message.

Feedback: Checking to see how successfully a message has been transferred.

Written vs. Verbal Communication

Drawbacks:•Time consuming•Doesn’t lend itself to feedback like oral communication


Advantages•Tangible/verifiable•Permanent record•Stored for later reference•Well-thought out

The Grapevine


Nonverbal Cues


Communication Barriers


Overcoming Communication Barriers



13.2Explain how technology affects managerial communication.

Technology and Communication


1. Networked computer systems2. Wireless capabilities

Networked Communication


Networked Communication Applications


•E-mail•Instant messaging (IM)•Voice-mail•Fax machines

Networked Communication Applications (cont.)

•Electronic Data interchange (EDI)•Teleconference and videoconference meetings•Organizational intranet •Organizational extranet•Internet-based voice/video communication


Wireless Communication


People don’t need to be physically at the office to communicate, collaborate, and share information with managers and colleagues.


13.3Discuss contemporary issues in communication.

Contemporary Issues


1. Communication management in an Internet world

2. Managing the organization’s knowledge resources

3. Communicating with customers4. Getting employee input5. Communicating ethically

Communication in an Internet World


1. Legal and security issues2. Lack of personal interaction

Legal and Security Issues


• Electronic information is potentially admissible in court

• Sensitive, proprietary information at risk

Personal Interaction


Social media can minimize personal interaction.

Knowledge Management

Cultivating a learning culture in which organizational members systematically gather knowledge and share it with others.


Customer Service


Three components in any service delivery process:

• Customer• Service organization• Individual service provider

Strong Service Culture


Finding out what customer needs are, meeting these needs, and following up to make sure those needs were met satisfactorily.

Employee Input


Ethical Communication


Presented material that contains all the relevant information, is true in every sense, and is not deceptive in any way.

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Copyright ©2015 Pearson Education, Inc.13-1 Chapter 11 Managing Communication and Information