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1、Copyright 2015 Pearson Education, Inc.,13-1,Chapter,13,Managing Communication and Information,Learning Outcomes,Describe what managers need to know about communicating effectively. Explain how technology affects managerial communication. Discuss contemporary issues in communication.,Copyright 2015 P
2、earson Education, Inc.,13-2,Copyright 2015 Pearson Education, Inc.,13-3,13.1,Define what managers need to know about communicating effectively.,Effective Communication,Copyright 2015 Pearson Education, Inc.,13-4,Communication: A transfer of understanding and meaning from one person to another.,The C
3、ommunication Process,Copyright 2015 Pearson Education, Inc.,13-5,Factors Affecting Encoding,Copyright 2015 Pearson Education, Inc.,13-6,Skill Attitudes Knowledge Social cultural system,Communication Channels,Copyright 2015 Pearson Education, Inc.,13-7,Formal channels Informal channels,Decoding and F
4、eedback,Copyright 2015 Pearson Education, Inc.,13-8,Decoding: Translating a received message. Feedback: Checking to see how successfully a message has been transferred.,Written vs. Verbal Communication,Drawbacks: Time consuming Doesnt lend itself to feedback like oral communication,Copyright 2015 Pe
5、arson Education, Inc.,13-9,Advantages Tangible/verifiable Permanent record Stored for later reference Well-thought out,The Grapevine,Copyright 2015 Pearson Education, Inc.,13-10,Nonverbal Cues,Copyright 2015 Pearson Education, Inc.,13-11,Communication Barriers,Copyright 2015 Pearson Education, Inc.,
6、13-12,Overcoming Communication Barriers,Copyright 2015 Pearson Education, Inc.,13-13,Copyright 2015 Pearson Education, Inc.,13-14,13.2,Explain how technology affects managerial communication.,Technology and Communication,Copyright 2015 Pearson Education, Inc.,13-15,Networked computer systems Wireles
7、s capabilities,Networked Communication,Copyright 2015 Pearson Education, Inc.,13-16,Networked Communication Applications,Copyright 2015 Pearson Education, Inc.,13-17,E-mail Instant messaging (IM) Voice-mail Fax machines,Networked Communication Applications (cont.),Electronic Data interchange (EDI) T
8、eleconference and videoconference meetings Organizational intranet Organizational extranet Internet-based voice/video communication,Copyright 2015 Pearson Education, Inc.,13-18,Wireless Communication,Copyright 2015 Pearson Education, Inc.,13-19,People dont need to be physically at the office to comm
9、unicate, collaborate, and share information with managers and colleagues.,Copyright 2015 Pearson Education, Inc.,13-20,13.3,Discuss contemporary issues in communication.,Contemporary Issues,Copyright 2015 Pearson Education, Inc.,13-21,Communication management in an Internet world Managing the organi
10、zations knowledge resources Communicating with customers Getting employee input Communicating ethically,Communication in an Internet World,Copyright 2015 Pearson Education, Inc.,13-22,Legal and security issues Lack of personal interaction,Legal and Security Issues,Copyright 2015 Pearson Education, I
11、nc.,13-23,Electronic information is potentially admissible in court Sensitive, proprietary information at risk,Personal Interaction,Copyright 2015 Pearson Education, Inc.,13-24,Social media can minimize personal interaction.,Knowledge Management,Cultivating a learning culture in which organizational
12、 members systematically gather knowledge and share it with others.,Copyright 2015 Pearson Education, Inc.,13-25,Customer Service,Copyright 2015 Pearson Education, Inc.,13-26,Three components in any service delivery process: Customer Service organization Individual service provider,Strong Service Cul
13、ture,Copyright 2015 Pearson Education, Inc.,13-27,Finding out what customer needs are, meeting these needs, and following up to make sure those needs were met satisfactorily.,Employee Input,Copyright 2015 Pearson Education, Inc.,13-28,Ethical Communication,Copyright 2015 Pearson Education, Inc.,13-29,Presented material that contains all the relevant information, is true in every sense, and is not deceptive in any way.,13-30,