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Administrative Office Management, 8/e
by Zane Quible
©2005 Pearson Education, Inc.
Pearson Prentice Hall
Upper Saddle River, NJ 07458
The Communicating Process
The Communicating Process
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Administrative Office Management, 8/e
by Zane Quible
©2005 Pearson Education, Inc.
Pearson Prentice Hall
Upper Saddle River, NJ 07458
Learning Points
1.(A) Elements of the communication process.(B) The flow of communication.
2.Small vs. Large group communication.
3.(A) Non-verbal communication. (B)Barriers to effective communication. (C)Development of listening skills.
4.Application of the communication process.
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Administrative Office Management, 8/e
by Zane Quible
©2005 Pearson Education, Inc.
Pearson Prentice Hall
Upper Saddle River, NJ 07458
“Communication in organization:Why, what, when, and how?”
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Administrative Office Management, 8/e
by Zane Quible
©2005 Pearson Education, Inc.
Pearson Prentice Hall
Upper Saddle River, NJ 07458
Variables Affecting the Communication Process
Variables Affecting the Communication Process
1. Nature of the message
2. Background of sender
3. Background of receiver
4. Relationship between sender and receiver
5. Time of day
6. Unusual circumstances of those communicating
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Administrative Office Management, 8/e
by Zane Quible
©2005 Pearson Education, Inc.
Pearson Prentice Hall
Upper Saddle River, NJ 07458
The Communication Process
The Communication Process
Sender
Receiver
Message
Channel
Feedback
Noise
Encoding
Decoding
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Administrative Office Management, 8/e
by Zane Quible
©2005 Pearson Education, Inc.
Pearson Prentice Hall
Upper Saddle River, NJ 07458
Encoding
Is a process that involves
translating the thoughts or
information into words,
signs, or symbols.
Decoding
Occurs when the receiver
interprets the message
and gives it meaning
from his or her own
perspective.
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Administrative Office Management, 8/e
by Zane Quible
©2005 Pearson Education, Inc.
Pearson Prentice Hall
Upper Saddle River, NJ 07458
3 Communication Flows
(Info flow and Interaction flow)
3 Communication Flows
(Info flow and Interaction flow)
Upward
(Bottom-up)
Downward
(Top-down)
Horizontally
(Less formal: Among peers)
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Administrative Office Management, 8/e
by Zane Quible
©2005 Pearson Education, Inc.
Pearson Prentice Hall
Upper Saddle River, NJ 07458
Downward (Top-down) Communication
Is used by administrative office managers to:
1. Keep their subordinates informed.
2. Give them job-related instructions.
3. Provide subordinates with feedback
regarding their job performance.
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Administrative Office Management, 8/e
by Zane Quible
©2005 Pearson Education, Inc.
Pearson Prentice Hall
Upper Saddle River, NJ 07458
Factors to Consider in Selecting Appropriate
Downward Medium
Factors to Consider in Selecting Appropriate
Downward Medium
Permanency of record
Immediacy
Need for evidence of understanding or feedback
Formality
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Administrative Office Management, 8/e
by Zane Quible
©2005 Pearson Education, Inc.
Pearson Prentice Hall
Upper Saddle River, NJ 07458
Factors That Affect the Success of
Downward Communication
Factors That Affect the Success of
Downward Communication
1. Appropriateness of communication channel
2. Timing and clarity of the message
3. Attitudes of those involved in the communication
process
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Administrative Office Management, 8/e
by Zane Quible
©2005 Pearson Education, Inc.
Pearson Prentice Hall
Upper Saddle River, NJ 07458
Upward (Bottom-up) Communication
Is used by employees to convey to their supervisors
their feelings, ideas, aspirations, and attitudes
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Administrative Office Management, 8/e
by Zane Quible
©2005 Pearson Education, Inc.
Pearson Prentice Hall
Upper Saddle River, NJ 07458
Variables That Affect the Success of
Upward Communication
Variables That Affect the Success of
Upward Communication
1. The nature of the relationship between the
subordinate and the manager.
2. The quality of the subordinate’s presentation
of the message.
4. The timeliness of the message.
5. The extent to which the substance of the message
is useful.
3. The extent to which the content of the message
is positive or negative.
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Administrative Office Management, 8/e
by Zane Quible
©2005 Pearson Education, Inc.
Pearson Prentice Hall
Upper Saddle River, NJ 07458
Horizontal Communication
Takes place
between
individuals of
equal hierarchical
rank and is more
informal than
either downward
or up communi-
cation.
Small GroupActivities
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Administrative Office Management, 8/e
by Zane Quible
©2005 Pearson Education, Inc.
Pearson Prentice Hall
Upper Saddle River, NJ 07458
Functions of Horizontal Communication (QC circle)
Functions of Horizontal Communication (QC circle)
1. It helps employees fulfill their socialization
needs.
3. It helps others better understand individual and
departmental responsibilities.
4. It helps individuals solve their own problems
before others have to become involved.
2. It helps employees and departments coordinate
their activities with one another.
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Administrative Office Management, 8/e
by Zane Quible
©2005 Pearson Education, Inc.
Pearson Prentice Hall
Upper Saddle River, NJ 07458
Reasons People Join Small Groups
Reasons People Join Small Groups
Security
Security
Power or Strength
in Numbers
Power or Strength
in Numbers
Ready Access
to Advice
Ready Access
to Advice
Morale
Support
Morale
Support
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Administrative Office Management, 8/e
by Zane Quible
©2005 Pearson Education, Inc.
Pearson Prentice Hall
Upper Saddle River, NJ 07458
Nonverbal Cues Impact the Communication
Process By:
Nonverbal Cues Impact the Communication
Process By:
Confirming:
These cues confirm a verbal message.
Replacing:
These cues replace spoken words.
Contradicting:
These cues contradict the verbal
message, adding an element of
confusion to the communication
process.
Emphasizing:
These cues support the verbal
message.
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Administrative Office Management, 8/e
by Zane Quible
©2005 Pearson Education, Inc.
Pearson Prentice Hall
Upper Saddle River, NJ 07458
Nonverbal Communication is Expressed By
Nonverbal Communication is Expressed By
Body Language
Paralanguage
Proxemics
Time
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Administrative Office Management, 8/e
by Zane Quible
©2005 Pearson Education, Inc.
Pearson Prentice Hall
Upper Saddle River, NJ 07458
Body Language Involves
Body Language Involves
Gestures
Kinesics
(posture)
Occulesics
(facial expressions)
Eye contact
Tactilics
(touch)
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Administrative Office Management, 8/e
by Zane Quible
©2005 Pearson Education, Inc.
Pearson Prentice Hall
Upper Saddle River, NJ 07458
Barriers to Effective Communication
Barriers to Effective Communication
1. Taking things or people for granted.
2. Incorrect assumptions regarding subordinate
interest.
3. Characteristics of upward, downward, and
horizontal communication.
4. Semantics (word meanings).
5. Perception of something.
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Administrative Office Management, 8/e
by Zane Quible
©2005 Pearson Education, Inc.
Pearson Prentice Hall
Upper Saddle River, NJ 07458
Effective Communications & the Decision-Making Process
(Bounded rationality & Incomplete Information)
Effective Communications & the Decision-Making Process
(Bounded rationality & Incomplete Information)
1. Defining and limiting the problem (or situation).
2. Analyzing the problem (or situation).
3. Defining criteria to be used in evaluating various
solutions.
4. Gathering the data/information.
5. Identifying and evaluating possible solutions.
6. Selecting the best solution.
7. Implementing the solution.
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Administrative Office Management, 8/e
by Zane Quible
©2005 Pearson Education, Inc.
Pearson Prentice Hall
Upper Saddle River, NJ 07458
Steps in the Nominal Group Technique
Steps in the Nominal Group Technique
Listing
Recording
Voting
Discussing
Final Voting
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Administrative Office Management, 8/e
by Zane Quible
©2005 Pearson Education, Inc.
Pearson Prentice Hall
Upper Saddle River, NJ 07458
Sources of Conflict --- How to SOLVE?
Sources of Conflict --- How to SOLVE?
2. Incompatibility of goals.
3. Organizational reward systems thought to
treat some unfairly.
4. Changes in the organizational environment.
1. Limited resources that must be shared.
Constructive Conflicts
5. Personal issues.
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Administrative Office Management, 8/e
by Zane Quible
©2005 Pearson Education, Inc.
Pearson Prentice Hall
Upper Saddle River, NJ 07458
Types of Change Confronting
Administrative Office Managers
Types of Change Confronting
Administrative Office Managers
Planned Change
Planned Change
Is proactive
Is a result of careful planning,
developing, and implementing
Reactive Change
Reactive Change
Is forced change
Is a result of events thatmake change necessary
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Administrative Office Management, 8/e
by Zane Quible
©2005 Pearson Education, Inc.
Pearson Prentice Hall
Upper Saddle River, NJ 07458
Effective Communications & Steps Involved in Implementing Change
Effective Communications & Steps Involved in Implementing Change
1. Recognize the need for change.
2. Plan the change.
3. Recommend a plan.
4. Decide about the plan.
5. Implement the plan.