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Eighteen: Managing Interpersonal Relations and Communications

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117 views24 pages

Eighteen: Managing Interpersonal Relations and Communications

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Uploaded by

Muhammad Hanif Setiabudi
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Chapter

Eighteen
Managing
Interpersonal Relations
and Communications
Slide content created by Charlie Cook, The University of West Alabama
Copyright Houghton Mifflin Company. All rights reserved.

Learning Objectives
After studying this chapter, you should be able to:
1. Describe the interpersonal nature of organizations.
2. Describe the role and importance of communication
in the managers job.
3. Identify the basic forms of communication in
organizations.
4. Discuss informal communication, including its
various forms and types.
5. Describe how the communication process can be
managed to recognize and overcome barriers.

The Interpersonal Nature of


Organizations
Interpersonal Dynamics
Positive
When two parties know each
other, have mutual respect and
affection, and enjoy interacting
with one another.

Negative
When two parties dislike one
another, do not have mutual
respect, and do not enjoy
interacting with one another.

The Interpersonal Nature of


Organizations (contd)
Outcomes of Interpersonal Behaviors
Satisfaction of social needs
Social support
Source of organizational synergy
Source of conflict

Communication and the


Managers Job
Communication
The process of transmitting information
from one person to another.

Effective Communication
The process of sending a message in such
a way that the message received is as
close in meaning as possible to the
message intended.

The Communication Process

Steps in the Communication Process


1. Deciding to transmit a fact, idea, opinion, or other
information to the receiver.
2. Encoding the meaning into a form appropriate to
the situation.
3. Transmission through the appropriate channel or
medium.
4. Decoding the message back into a form that has
meaning to the receiver.
Noise is anything disrupting the communication
process.

Figure 18.1: The


Communication Process

Forms of Communication in
Organizations
Interpersonal Communication (contd)
Advantages of oral communication
Promotes prompt feedback and interchange in the form
of verbal questions and responses.
Is easy to use and can be done with little preparation.

Disadvantages of oral communication


Suffers from problems with inaccuracy in
meaning and details.
Leaves no time for thought and consideration and no
permanent record of what was said.

Forms of Communication in
Organizations (contd)
Interpersonal Communication (contd)
Written communication
Memos, letters, reports, notes, and other methods in which the
written word is used to transmit meaning.

Advantages of written communication


Is accurate and leaves a permanent record of the exchange.
Leaves for thought and consideration, can be referenced.
Is easy to use and can be done with little preparation.

Disadvantages of written communication


Inhibits feedback and interchange due to burden of
the process of preparing a physical document.
Considerable delay can occur in clarifying message meanings.

Forms of Communication in
Organizations (contd)
Communication in Networks and Work Teams
Communication network
The pattern through which the members of a group or team
communicate.

Research suggests:
When the groups task is simple and routine, centralized
networks perform with the greatest efficiency and accuracy.
When the groups task is complex and nonroutine,
decentralized networks with open communications that
foster interaction and exchange of relevant information tend
to be most effective.

Figure 18.2: Types of


Communication Networks

Forms of Communication in
Organizations (contd)
Organizational Communication
Vertical communication
Communication that flows up and down the organization,
usually along formal reporting lines.
Takes place between managers and subordinates and may
involve several levels of the organization.

Upward communication
Downward communication
Horizontal communication

Formal communication in organizations


Follows the official reporting relationships and/or
prescribed channels.

Figure 18.3: Formal


Communication in Organizations

Forms of Communication in
Organizations (contd)
Electronic Communication
Formal Information Systems
Accomplished (created) by either:
A managerial approach
An operational approach

Electronic Communication
Personal Electronic Technology
Corporate intranets, the Internet, teleconferences, e-mail
Telecommuting
Disadvantages: the lack of face-to-face contact, strong
personal relationships, falling behind professionally, and losing
out in organizational politics.

Informal Communication in
Organizations
Informal Communications
May or may not follow official reporting
relationships and/or prescribed organizational
channels
May have nothing to do with official organizational
business.
Common forms:
Management by wandering around
The grapevine
Nonverbal communication

Figure 18.4: Informal


Communication in Organizations

Figure 18.5: Common Grapevine


Chains Found in Organizations

Informal Communication in
Organizations (contd)
Management by Wandering Around
Managers keep in touch with whats going
on by wandering around and talking to
people on all levels in the organization

Grapevine
An informal communication network that
can permeate an organization.

Informal Communication in
Organizations (contd)
Nonverbal Communication
Any communication exchange that does not use
words, or uses words to carry more meaning than the
strict definition of the words themselves.
Facial expression
Inflection and tone of the voice.

Only a small portion of the message content is due to


the words in the message.
Kinds of nonverbal managerial communication:
Images
Settings
Body language

Table 18.1: Barriers to Effective


Communication

Table 18.2: Overcoming


Barriers to Communication

Improving Communication
Effectiveness
Individual Skills

Being a good listener


Providing feedback (two-way communications)
Awareness word meaning differences
Maintain credibility
Sensitive to the receivers perspective
Sensitive to the senders perspective

Organizational Skills
Following up
Regulating information flow
Understanding the richness of different media

Figure 18.6: More and Less


Effective Listening Skills

Key Terms

effective communication
communication
oral communication
written communication
communication network
vertical communication
horizontal communication
grapevine
management by
wandering around
nonverbal communication

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