Managing Communication Concepts

Communication Champion

a manager's role that emphasizes the importance of effective communication in their daily activities

Message

the tangible formulation of an idea to be sent to the employee

Channel

medium by which a message is sent, such as a phone call, blog, or text message

Feedback

return message from a receiver in response to a sender's communication

Two-way Communication

communication that requires a channel, message, feedback, and noise

Purpose-Driven Communication

communication that unites people around a common sense of purpose and communicates the organization's vision, mission, and values

Vision

an attractive, ideal future that is credible yet not readily attainable

Communication

the process by which information is exchanged and understood by two or more people, usually with the intent to influence or motivate behavior

Encode

select symbols with which to compose a message and choose a communication channel

Decode

interpret symbols to understand the meaning of a message

Communication Apprehension

an individual's level of fear or anxiety associated with interpersonal communication

Open Communication

sharing all types of information throughout the organization, across functional and hierarchical boundaries

Centralized Network

team members communicate through one individual

Decentralized Network

people communicate freely with other team members

Channel Richness

the amount of information that can be transmitted during a communication episode

Characteristics of Channel Richness

ability to handle multiple cues simultaneously, ability to facilitate rapid, two-way feedback, ability to establish a personal focus for the communication

Electronic Communication

used for messages that were once handled face to face, but should be avoided when angry, when the message may be misunderstood, when canceling or apologizing, or when rebuking or criticizing

Routine Messages

convey information managers already agree on and understand, such as data or statistics

Nonroutine Messages

typically ambiguous, concern novel events, and have great potential for misunderstanding

Manager Feedback

occurs when a manager uses evaluation and communication to help individuals learn about themselves and improve

Important Skills for Communicating Feedback

using candor, listening, asking questions, paying attention to nonverbal behavior

Organizational Conversations

a dynamic form of communication characterized by a give-and-take exchange of information

Listening

The skill of grasping both facts and feelings to interpret a message's genuine meaning.

Nonverbal communication

Message sent through human actions and behavior.

Verbal cues

The actual spoken words, accounting for 7% of message interpretation.

Vocal cues

The pitch, tone, and timbre of a person's voice, accounting for 38% of message interpretation.

Facial expressions

Account for 55% of message interpretation.

Workplace Communication

Three elements of workplace communication include using social media to improve communication, using informal personal communication channels, and establishing formal communication channels.

Social media

A group of Internet-based applications that allow the creation and exchange of user-generated content.

Personal communication networks

Methods of spreading information that coexist with formal channels but may skip hierarchical levels.

Personal networking

Acquiring and cultivating personal relationships that cross departmental, hierarchical, and organizational boundaries.

Grapevine

An informal, person-to-person communication network of employees that is not officially sanctioned by the organization.

Formal communication channels

Methods of communication that flow within the chain of command or task responsibility defined by the organization.

Downward communication

Messages sent from top management down to subordinates.

Upward communication

Messages that flow from the lower levels to the higher levels in the organization's hierarchy.

Horizontal communication

Lateral or diagonal exchange of messages among peers or coworkers.

Polling Activity 2

Common impediments to listening effectively include focusing on words rather than nonverbal cues, formulating responses too early, interrupting the speaker, and tuning out irrelevant information.

Discussion Activity 1

Incorporating social media like X or SnapChat into communication with customers and employees, considering generational differences in communication preferences.

Discussion Activity 1 Debrief

Using Twitter for communication with customers and employees, especially during crises, while ensuring calmness and truthfulness.

Discussion Activity 2

Communication strategies during organizational change, including using the grapevine and formal channels to manage employee anxiety and misinformation.

Discussion Activity 2 Debrief

Strategies for managers during uncertainty, emphasizing the use of all communication channels to provide accurate information and counter grapevine distortions.