Bài giảng Management - Chapter 15: Communicating

CommunicatingChapter FifteenMcGraw-Hill/Irwin Copyright © 2013 by The McGraw-Hill Companies, Inc. All rights reserved.Learning ObjectivesLO 1 Discuss important advantages of two-way communication.LO 2 Identify communication problems to avoid.LO 3 Describe when and how to use the various communication channels.LO 4 Summarize ways to become a better “sender” and “receiver” of information.15-*Learning Objectives (cont.)LO 5 Explain how to improve downward, upward, and horizontal communication.LO 6 Summarize how to work with the company grapevine.LO 7 Describe the boundaryless organization and its advantages.15-*Interpersonal CommunicationCommunication The transmission of information and meaning from one party to another through the use of shared symbols15-*One-Way versus Two-Way CommunicationOne-way communication A process in which information flows in only one direction—from the sender to the receiver, with no feedback loop.15-*A Model of One-Way Communication15-*Figure 15.1Communication PitfallsPerceptionThe process of receiving and interpreting informationFiltering The process of withholding, ignoring, or distorting information15-*Oral and Written ChannelsOral communication includes face-to-face discussion, telephone conversations, and formal presentations and speechesWritten communication includes e-mail, memos, letters, reports, computer files, and other written documents15-*Electronic MediaWeb 2.0A set of Internet-based applications that encourage user-provided content and collaborationsocial networking, podcasts, RSS, and wikis15-*Virtual OfficeVirtual officeA mobile office in which people can work anywhere, as long as they have the tools to communicate with customers and colleagues.15-*ListeningReflectionProcess by which a person states what he or she believes the other person is saying15-*Ten Keys to Effective ListeningFind an area of interestJudge content, not deliveryHold your fireListen for ideasBe flexibleResist distractionExercise your mind.Keep your mind openCapitalize on thought speedWork at listening15-*Organizational CommunicationDownward communicationInformation that flows from higher to lower levels in the organization’s hierarchy15-*Information Loss inDownward Communication15-*Figure 15.2Organizational CommunicationUpward communicationInformation that flows from lower to higher levels in the organization’s hierarchy.15-*