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Managing Communication and Information (Communication issues (Ethical…
Managing Communication and Information
Communication
Process
The channel
The medium by which a message travels
Decoding
Translating a received message
The message
A purpose for communicating that's to be conveyed
The receiver
Encoding
Converting a message into symbolic form
Feedback
Checking to see how successfully a message has been transferred
The communication source or sender
Barriers to effective communication
Filtering
The deliberate manipulation of information to make it appear more favorable to the receiver
Selective Perception
Receiving communications on the basis of what one selectively sees and hears depending on his or her needs,motivation,experience,background,and other personal characteristics
Information Overload
When the amount of information one has to work with exceeds one's processing capacity
Emotions
How the receiver feels when a message is received
Language
Words have different meanings to different people
Gender
How males and females react to communication may be different,and they each have a different communication style
National Culture
Communication differences arising from the different languages that individuals use to communicate and the national culture of which they are a part
Overcoming barriers to effective communication
Listen actively
Listen for the full meaning of the message without making premature judgment or interpretation
Constrain emotions
Recognize when your emotions are running high
Simplify language
Use words that the intended audience understands
Watch nonverbal cues
Be aware that your actions speak louder than your words
Use feedback
Check the accuracy of what has been communicated
Technology Affection
Information technology
Allows employees to have more complete information to make faster decisions
Provides employees more opportunities to collaborate and share information
Improves manager's ability to monitor individual and team performance
Allows employees to be fully a accessible 14/7
Networked Communication
In a networked communication system
Networked communication applications
Voice mail
Advantage
Information transmitted without receiver being physically present
Message can be saved,deleted,or re-routed
Disadvantage
No immediate feedback
Description
A system that digitizes a spoken message,transmits it over the network,and stores it for a receiver to retrieve later
Fax machines
Description
Transmit documents containing both text and graphics over ordinary telephone lines
Advantage
Printed form of information easily and quickly shared by organization members
Disadvantage
Privacy can be compromised
Instant messaging
Advantage
Instantaneous communication without waiting for colleagues to read e-mail
Disadvantage
Users must be logged on at he same time
Potential network and data security breaches
Description
Interactive,real-time communication among computer users who are logged on to the computer network at the same time
Electronic data interchange
Description
Organizations exchange business transaction documents such as invoices or purchase orders,using direct computer-to-computer networks
Advantage
Saves time and money by eliminating printing and handling of paper documents
E-mail
Advantage
Fast,cheap,efficient,and convenient
Print documents,if needed
Message read at receiver's convenience
Disadvantage
Slow and cumbersome
Description
Instantaneous transmission of messages on networked computers
Teleconference and videoconference meetings
Advantage
Participants don't need to be in same physical location to share information and collaborate
Saves travel money
Description
Confer simultaneously by telephone,e-mail,or video screens
Organizational intranet
Advantage
Share information and collaborate on documents and projects
Access company policy manuals and employee-specific materials
Disadvantage
Possible network and data security breaches
Description
An organizational communication network using internet technology that's accessible only to organizational employees
Organizational extranet
Advantage
Faster and more convenient communication
Disadvantage
Concerns about network and data security breaches
Description
An organizational communication network using internet technology that allows authorized organizational users to communicate with certain outsiders such as customers or vendors
Internet-based voice/video communication
Advantage
Fast and convenient communication
Disadvantage
Concerns about network and data security breaches
Description
Internet based communication services
Wireless communication
Benefits
Mobile technology is extremely popular
Improving the way you work is the payoff
Employees can be connected without being physically "plugged in" at work
Applications
Keep in touch
Send and receive information form the summit of Mt
Don't have to physically "at the office"
Communication issues
Manage communication
Legal and security issues
Personal interaction
Knowledge management
Description
Cultivating a learning culture in which organizational members systematically gather knowledge and share it with others
The ways
Through online information databases
Through creating communities of practice
Communities of practice
Description
Groups of people who share a concern,a set of problems,or a passion about a topic and who deepen their knowledge and expertise in that area by interacting on an ongoing basis
Reason
What communication takes place
How it takes place can significantly affect a customer's satisfaction with the service and the likelihood of being a repeat customer
Ethical communication
Description
Presented material that contains all relevant information,is true in every sense,and is not deceptive in any way
How to let employees know their input matters
Hold town-hall meetings
Provide information
Invest in training
Analyze problems together
Make it easy
The way to be encouraged
Through clear guidelines
Through answering questions that force a communicator to think through the communication choices made and the consequences of those choices