Copyright 2012 Pearson

Education,
Management, Eleventh Edition by Stephen P. Robbins & Mary Coulter Inc. Publishing as
2012 Pearson Education, Inc. publishing as Prentice Hall
15-1
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Define the nature and function of communication
Compare and contrast methods of interpersonal
communication
Identify barriers to effective interpersonal
communication and how to overcome them
Explain how communication can flow most
effectively in organizations
Describe how technology affects managerial
communication and organizations
Discuss contemporary issues in communication

Copyright 2012 Pearson

Education,
Management, Eleventh Edition by Stephen P. Robbins & Mary Coulter Inc. Publishing2012
as Pearson Education, Inc. publishing as Prentice Hall 15-2
Prentice Hall
What Is Communication?
Is the transfer and understanding of
meaning.
1. Interpersonal Communication -
communication between two or more
people.
2. Organizational Communication - all
the patterns, networks, and systems of
communications within an organization.

Copyright 2012 Pearson

Education,
Management, Eleventh Edition by Stephen P. Robbins & Mary Coulter Inc. Publishing as Education, Inc. publishing as Prentice Hall
2012 Pearson
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 Elements of the
Communication Process

Copyright 2012 Pearson

Education,
Management, Eleventh Edition by Stephen P. Robbins & Mary Coulter Inc. Publishing as Education, Inc. publishing as Prentice Hall
2012 Pearson
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Interpersonal Communication
Message - a purpose to be conveyed.
Encoding - converting a message into
symbols.
Channel - the medium a message travels
along.
Decoding - retranslating a senders message.
Feedback- a sort of verbal or nonverbal reply
from the receiver to the sender
Noise - any disturbances that interfere with
the normal flow of communication.

Copyright 2012 Pearson

Education,
Management, Eleventh Edition by Stephen P. Robbins & Mary Coulter Inc. Publishing as Education, Inc. publishing as Prentice Hall
2012 Pearson
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 Johari Window Model
Interpersonal styles which an individual faces
when communicating with others.
1.The Arena- All information necessary to
conduct effective communication is known
both to sender and receiver. Both are aware of
the same feelings, assumptions and data.
2.The Blind Spot-When relevant information
is known to others but not to you. The person
in a blind spot will suffer because of not being
able to decode information properly.
Copyright 2012 Pearson
Education,
Management, Eleventh Edition by Stephen P. Robbins & Mary Coulter Inc. Publishing as Education, Inc. publishing as Prentice Hall
2012 Pearson
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Johari Window Model
3. The Faade- When information is
known to self but not to others. The
person may present a false front or
faade.
4. The Unknown-Neither party knows
the relevant feelings, sentiment or
information. Interpersonal
communication suffers.

Copyright 2012 Pearson

Education,
Management, Eleventh Edition by Stephen P. Robbins & Mary Coulter Inc. Publishing as Education, Inc. publishing as Prentice Hall
2012 Pearson
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Nonverbal Communication
Communication transmitted without
words
1.Body language- gestures, facial
configurations, and other body
movements that convey meaning.
2.Verbal Intonation - refers to the
emphasis someone gives to words or
phrases in order to convey meaning.

Copyright 2012 Pearson

Education,
Management, Eleventh Edition by Stephen P. Robbins & Mary Coulter Inc. Publishing as Education, Inc. publishing as Prentice Hall
2012 Pearson
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Organizational Communication
Networks
Communication Networks - the
variety of patterns of vertical and
horizontal flows of organizational
communication.
Grapevine - the informal
organizational communication
network.

Copyright 2012 Pearson

Education,
Management, Eleventh Edition by Stephen P. Robbins & Mary Coulter Inc. Publishing as Education, Inc. publishing as Prentice Hall
2012 Pearson
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 Organizational
Communication
Looking at the ways organizational
communication can flow
Downward communication - communication
that flows downward from a manager to
employees. Ex: When managers assign tasks to
their employees.
Upward communication - communication
that flows upward from employees to managers.
Ex: Employees having the opportunity to discuss
problems with their manager
Copyright 2012 Pearson
Education,
Management, Eleventh Edition by Stephen P. Robbins & Mary Coulter Inc. Publishing as Education, Inc. publishing as Prentice Hall
2012 Pearson
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 Organizational
Communication
Lateral communication - communication
that takes place among any employees on
the same organizational level. Ex- team
members working on the same project
exchanging work related information.
Diagonal communication -
communication that cuts across work areas
and organizational levels. Ex- Members from
different departments communicating on a
personal level.
Copyright 2012 Pearson
Education,
Management, Eleventh Edition by Stephen P. Robbins & Mary Coulter Inc. Publishing as Education, Inc. publishing as Prentice Hall
2012 Pearson
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 Communication Barriers
Selective Perception- Receivers in the
communication process selectively see and hear
based on their needs, motivations, experience,
background, and other personal characteristics.
Incongruity between encoding-decoding-
When there is a difference between what has been
sent as a message and what has been understood.
Source credibility- Unsure of the origin of the
information leading to questioning the authenticity
of it ultimately not putting attention to the
message.

Copyright 2012 Pearson

Education,
Management, Eleventh Edition by Stephen P. Robbins & Mary Coulter Inc. Publishing as Education, Inc. publishing as Prentice Hall
2012 Pearson
15-12
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Communication Barriers
Filtering - the deliberate manipulation
of information to make it appear more
favorable to the receiver.
Information overload - occurs when
information exceeds our processing
capacity.
Jargon - specialized terminology or
technical language that members of a
group use to communicate among
themselves.
Copyright 2012 Pearson
Education,
Management, Eleventh Edition by Stephen P. Robbins & Mary Coulter Inc. Publishing as Education, Inc. publishing as Prentice Hall
2012 Pearson
15-13
Prentice Hall