Textbook Notes - Chapter 10

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University of Toronto Scarborough
Management (MGH)
Joanna Heathcote

MGTB27 01 Week 12 Chapter 10 Communication (pg. 324 351) - The University of Guelph believes in the importance that good electronic and face-to-face communication depends on the size and culture of a university What is Communication? - Communication is the process by which information is exchanged between a sender and a receiver - Interpersonal communication is the exchange of information between people and the simplest prototype is a one-on-one exchange between two individuals - The sender must encode his or her thoughts into some form (e.g. writing, speech) that can be transmitted (e.g. via email, face-to-face, or voicemail) to the receiver - The receiver must perceive the message accurately (e.g. reading memo) and accurately decode it to achieve understanding (e.g. uses online catalogue to understand). Then receiver will provide feedback to the sender (e.g. may send copy of an order) - Communication model points out the complexity of the communication process and how errors can occur which leads to ,O,.N41.4770854303.0-09Z0039K0803078L3L9L,O9K4:JK98 ,39K070.0L;078:30789,3L3J419K0L390302088,J0 0 J 544702,LO88902O0,894 ineffective transmission) - Encoding and decoding can be more prone to error if message is ambiguous or emotional - Effective communication is communication whereby the right people receive the right information in a timely manner Basics of Organizational Communication - Basic issues about organizational communication Communication by Strict Chain of Command - Organizational communication can stick to the chain of command which are lines of authority and formal reporting relationships - Under this system, three forms of communication can be accomplished: - Downward communication is information that flows from the top of the organization toward the bottom (vice-5708L039:5O,392,3,J07:8:507;L8478:574:.9L43Z47N078 o Directives and instructions usually pass downward through the chain of command - Upward communication is information that flows from the bottom of the organization 94Z,79K0945 .K02L.,O03JL3007:# 2,3,J07:;L.0-president)w o Ideas and suggestions usually pass upward - Horizontal communication is information that flows between departments or functional units, usually as a means of coordinating effort - Within strict chain of command, information will flow up and down from a common manager (e.g. new idea, will transmit to vice-presidents of marketing and research) Deficiencies in the Chain of Command - Sticking strictly to the chain of command is often ineffective - Informal Communication o Chain of command fails to consider informal communication between members o Informal interaction helps people accomplish their jobs more effectively but informal grapevine who spreads inaccurate rumours is harmful to the organization www.notesolution.com
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