This document outlines key concepts about communication and information technology discussed in a chapter. It defines interpersonal and organizational communication, explains the communication process and methods. It also discusses how communication flows in organizations, barriers to effective communication, and how technology impacts communication through tools like email, instant messaging, and networking systems. Current issues addressed include managing communication in an internet world, knowledge management, and communicating with customers.

1. Communication and Information Technology Chapter 11

6. Four Functions of Communication Functions of Communication Control Motivation Emotional Expression Information

10. Exhibit 11–1 The Interpersonal Communication Process

15. Exhibit 11–2 Comparison of Communication Methods Note: Ratings are on a 1–5 scale where 1 = high and 5 = low. Consumption time refers to who controls the reception of communication. S/R means the sender and receiver share control. Source: P. G. Clampitt, Communicating for Managerial Effectiveness (Newbury Park, CA: Sage Publications, 1991), p. 136.

17. Interpersonal Communication Barriers Defensiveness National Culture Emotions Information Overload Interpersonal Communication Language Filtering

21. Exhibit 11–3 Active Listening Behaviors Source: Based on P.L. Hunsaker, Training in Management Skills (Upper Saddle River, NJ: Prentice Hall, 2001).

23. Communication Flows Lateral Diagonal Downwa r d Upwa r d

27. Exhibit 11–4 Three Common Organizational Communication Networks and How They Rate on Effectiveness Criteria