Enviar búsqueda
Cargar
Management ch11
•
Descargar como PPT, PDF
•
2 recomendaciones
•
1,125 vistas
J
julianmillar
Seguir
Educación
Tecnología
Empresariales
Denunciar
Compartir
Denunciar
Compartir
1 de 33
Descargar ahora
Recomendados
Management ch16
Management ch16
julianmillar
Management ch17
Management ch17
julianmillar
Management ch12
Management ch12
julianmillar
Management ch3
Management ch3
julianmillar
Management ch10
Management ch10
julianmillar
Management ch8
Management ch8
julianmillar
Management ch15
Management ch15
julianmillar
Management ch14
Management ch14
julianmillar
Recomendados
Management ch16
Management ch16
julianmillar
Management ch17
Management ch17
julianmillar
Management ch12
Management ch12
julianmillar
Management ch3
Management ch3
julianmillar
Management ch10
Management ch10
julianmillar
Management ch8
Management ch8
julianmillar
Management ch15
Management ch15
julianmillar
Management ch14
Management ch14
julianmillar
Management ch9
Management ch9
julianmillar
Management ch7
Management ch7
julianmillar
Management ch5
Management ch5
julianmillar
Management ch6
Management ch6
julianmillar
Management ch19
Management ch19
julianmillar
Management ch13
Management ch13
julianmillar
Motivating Employees
Motivating Employees
Abdul Wahab Raza
Robbins9 ppt11
Robbins9 ppt11
umar0007
Robbins9 ppt13
Robbins9 ppt13
umar0007
Robbins9 ppt16
Robbins9 ppt16
umar0007
Understanding Groups and Teams
Understanding Groups and Teams
Abdul Wahab Raza
Ob13 01
Ob13 01
Jaime Lastra
Management ch2
Management ch2
julianmillar
Robbins9 ppt13
Robbins9 ppt13
Raviraj Prasad Kushwaha
Organizational Behavior
Organizational Behavior
Intazar Ali Shah
Human Resources and Management
Human Resources and Management
Abdul Wahab Raza
Robbins9 ppt07
Robbins9 ppt07
umar0007
Management (Complete Book)
Management (Complete Book)
Intazar Ali Shah
Chapter 7-decision-making
Chapter 7-decision-making
Rong Mohol
Organizational Behavior Lectures
Organizational Behavior Lectures
MUST,Mirpur AJK,Pakistan
Communication and information Technology
Communication and information Technology
Abdul Wahab Raza
Robbins9 ppt11
Robbins9 ppt11
Pria Dharsana
Más contenido relacionado
La actualidad más candente
Management ch9
Management ch9
julianmillar
Management ch7
Management ch7
julianmillar
Management ch5
Management ch5
julianmillar
Management ch6
Management ch6
julianmillar
Management ch19
Management ch19
julianmillar
Management ch13
Management ch13
julianmillar
Motivating Employees
Motivating Employees
Abdul Wahab Raza
Robbins9 ppt11
Robbins9 ppt11
umar0007
Robbins9 ppt13
Robbins9 ppt13
umar0007
Robbins9 ppt16
Robbins9 ppt16
umar0007
Understanding Groups and Teams
Understanding Groups and Teams
Abdul Wahab Raza
Ob13 01
Ob13 01
Jaime Lastra
Management ch2
Management ch2
julianmillar
Robbins9 ppt13
Robbins9 ppt13
Raviraj Prasad Kushwaha
Organizational Behavior
Organizational Behavior
Intazar Ali Shah
Human Resources and Management
Human Resources and Management
Abdul Wahab Raza
Robbins9 ppt07
Robbins9 ppt07
umar0007
Management (Complete Book)
Management (Complete Book)
Intazar Ali Shah
Chapter 7-decision-making
Chapter 7-decision-making
Rong Mohol
Organizational Behavior Lectures
Organizational Behavior Lectures
MUST,Mirpur AJK,Pakistan
La actualidad más candente
(20)
Management ch9
Management ch9
Management ch7
Management ch7
Management ch5
Management ch5
Management ch6
Management ch6
Management ch19
Management ch19
Management ch13
Management ch13
Motivating Employees
Motivating Employees
Robbins9 ppt11
Robbins9 ppt11
Robbins9 ppt13
Robbins9 ppt13
Robbins9 ppt16
Robbins9 ppt16
Understanding Groups and Teams
Understanding Groups and Teams
Ob13 01
Ob13 01
Management ch2
Management ch2
Robbins9 ppt13
Robbins9 ppt13
Organizational Behavior
Organizational Behavior
Human Resources and Management
Human Resources and Management
Robbins9 ppt07
Robbins9 ppt07
Management (Complete Book)
Management (Complete Book)
Chapter 7-decision-making
Chapter 7-decision-making
Organizational Behavior Lectures
Organizational Behavior Lectures
Similar a Management ch11
Communication and information Technology
Communication and information Technology
Abdul Wahab Raza
Robbins9 ppt11
Robbins9 ppt11
Pria Dharsana
Robbins9 ppt11 communication
Robbins9 ppt11 communication
Charles Vincent Perfecto
Robbins9 ppt11
Robbins9 ppt11
Raviraj Prasad Kushwaha
Chap11
Chap11
Niki Tabuty
10erobbins ppt14-r
10erobbins ppt14-r
Mehdi Mohmood
Chapter 9
Chapter 9
WanBK Leo
(Mb asubjects.com)ob11 10st
(Mb asubjects.com)ob11 10st
International advisers
(Mb asubjects.com)ob11 10st
(Mb asubjects.com)ob11 10st
International advisers
Management Comunication
Management Comunication
Deri
Communication
Communication
zeeshan1119
Chapter 14management10theditionbyrobbinsandcoulter-130822071721-phpapp02 - vi...
Chapter 14management10theditionbyrobbinsandcoulter-130822071721-phpapp02 - vi...
SoftSol
Ob11 10st
Ob11 10st
Knowlittle Matharu
Chapter 12 communication&interpersonal skills
Chapter 12 communication&interpersonal skills
Việt Hoàng Dương
Week 10 Communication.ppt
Week 10 Communication.ppt
MuhammadFahriFarid
chapter-15[1].ppt
chapter-15[1].ppt
FarihaAmin7
chapter 14 manager and communication
chapter 14 manager and communication
Nardin A
Chapter 14 management (10 th edition) by robbins and coulter
Chapter 14 management (10 th edition) by robbins and coulter
Md. Abul Ala
Chapter 14management10theditionbyrobbinsandcoulter-130822071721-phpapp02
Chapter 14management10theditionbyrobbinsandcoulter-130822071721-phpapp02
waqas adeel
Lecture12 chap16
Lecture12 chap16
Hafeni Hamukoto
Similar a Management ch11
(20)
Communication and information Technology
Communication and information Technology
Robbins9 ppt11
Robbins9 ppt11
Robbins9 ppt11 communication
Robbins9 ppt11 communication
Robbins9 ppt11
Robbins9 ppt11
Chap11
Chap11
10erobbins ppt14-r
10erobbins ppt14-r
Chapter 9
Chapter 9
(Mb asubjects.com)ob11 10st
(Mb asubjects.com)ob11 10st
(Mb asubjects.com)ob11 10st
(Mb asubjects.com)ob11 10st
Management Comunication
Management Comunication
Communication
Communication
Chapter 14management10theditionbyrobbinsandcoulter-130822071721-phpapp02 - vi...
Chapter 14management10theditionbyrobbinsandcoulter-130822071721-phpapp02 - vi...
Ob11 10st
Ob11 10st
Chapter 12 communication&interpersonal skills
Chapter 12 communication&interpersonal skills
Week 10 Communication.ppt
Week 10 Communication.ppt
chapter-15[1].ppt
chapter-15[1].ppt
chapter 14 manager and communication
chapter 14 manager and communication
Chapter 14 management (10 th edition) by robbins and coulter
Chapter 14 management (10 th edition) by robbins and coulter
Chapter 14management10theditionbyrobbinsandcoulter-130822071721-phpapp02
Chapter 14management10theditionbyrobbinsandcoulter-130822071721-phpapp02
Lecture12 chap16
Lecture12 chap16
Más de julianmillar
Management ch4
Management ch4
julianmillar
Management ch2
Management ch2
julianmillar
Principle of Marketing
Principle of Marketing
julianmillar
Principle of Management ch1
Principle of Management ch1
julianmillar
Proposal 2 - Business Communcation
Proposal 2 - Business Communcation
julianmillar
Proposal - Business Communcation
Proposal - Business Communcation
julianmillar
Persuasive - Business Communcation
Persuasive - Business Communcation
julianmillar
Introduction to messages and the writing process - Business Communication
Introduction to messages and the writing process - Business Communication
julianmillar
Good news - Business Communication
Good news - Business Communication
julianmillar
Basics (Reports Writing 2)
Basics (Reports Writing 2)
julianmillar
Basics (Reports Writing)
Basics (Reports Writing)
julianmillar
Bad news messages
Bad news messages
julianmillar
Session 5-6
Session 5-6
julianmillar
Session 4
Session 4
julianmillar
Session2
Session2
julianmillar
Más de julianmillar
(15)
Management ch4
Management ch4
Management ch2
Management ch2
Principle of Marketing
Principle of Marketing
Principle of Management ch1
Principle of Management ch1
Proposal 2 - Business Communcation
Proposal 2 - Business Communcation
Proposal - Business Communcation
Proposal - Business Communcation
Persuasive - Business Communcation
Persuasive - Business Communcation
Introduction to messages and the writing process - Business Communication
Introduction to messages and the writing process - Business Communication
Good news - Business Communication
Good news - Business Communication
Basics (Reports Writing 2)
Basics (Reports Writing 2)
Basics (Reports Writing)
Basics (Reports Writing)
Bad news messages
Bad news messages
Session 5-6
Session 5-6
Session 4
Session 4
Session2
Session2
Último
Kodo Millet PPT made by Ghanshyam bairwa college of Agriculture kumher bhara...
Kodo Millet PPT made by Ghanshyam bairwa college of Agriculture kumher bhara...
pradhanghanshyam7136
Plant propagation: Sexual and Asexual propapagation.pptx
Plant propagation: Sexual and Asexual propapagation.pptx
UmeshTimilsina1
Wellbeing inclusion and digital dystopias.pptx
Wellbeing inclusion and digital dystopias.pptx
Jisc
Beyond_Borders_Understanding_Anime_and_Manga_Fandom_A_Comprehensive_Audience_...
Beyond_Borders_Understanding_Anime_and_Manga_Fandom_A_Comprehensive_Audience_...
Pooja Bhuva
How to setup Pycharm environment for Odoo 17.pptx
How to setup Pycharm environment for Odoo 17.pptx
Celine George
Graduate Outcomes Presentation Slides - English
Graduate Outcomes Presentation Slides - English
neillewis46
Basic Civil Engineering first year Notes- Chapter 4 Building.pptx
Basic Civil Engineering first year Notes- Chapter 4 Building.pptx
Denish Jangid
ICT role in 21st century education and it's challenges.
ICT role in 21st century education and it's challenges.
MaryamAhmad92
SOC 101 Demonstration of Learning Presentation
SOC 101 Demonstration of Learning Presentation
camerronhm
Key note speaker Neum_Admir Softic_ENG.pdf
Key note speaker Neum_Admir Softic_ENG.pdf
Admir Softic
Salient Features of India constitution especially power and functions
Salient Features of India constitution especially power and functions
KarakKing
Unit 3 Emotional Intelligence and Spiritual Intelligence.pdf
Unit 3 Emotional Intelligence and Spiritual Intelligence.pdf
Dr Vijay Vishwakarma
Python Notes for mca i year students osmania university.docx
Python Notes for mca i year students osmania university.docx
Ramakrishna Reddy Bijjam
Application orientated numerical on hev.ppt
Application orientated numerical on hev.ppt
RamjanShidvankar
TỔNG ÔN TẬP THI VÀO LỚP 10 MÔN TIẾNG ANH NĂM HỌC 2023 - 2024 CÓ ĐÁP ÁN (NGỮ Â...
TỔNG ÔN TẬP THI VÀO LỚP 10 MÔN TIẾNG ANH NĂM HỌC 2023 - 2024 CÓ ĐÁP ÁN (NGỮ Â...
Nguyen Thanh Tu Collection
FSB Advising Checklist - Orientation 2024
FSB Advising Checklist - Orientation 2024
Elizabeth Walsh
Holdier Curriculum Vitae (April 2024).pdf
Holdier Curriculum Vitae (April 2024).pdf
agholdier
Food safety_Challenges food safety laboratories_.pdf
Food safety_Challenges food safety laboratories_.pdf
Sherif Taha
REMIFENTANIL: An Ultra short acting opioid.pptx
REMIFENTANIL: An Ultra short acting opioid.pptx
Dr. Ravikiran H M Gowda
This PowerPoint helps students to consider the concept of infinity.
This PowerPoint helps students to consider the concept of infinity.
christianmathematics
Último
(20)
Kodo Millet PPT made by Ghanshyam bairwa college of Agriculture kumher bhara...
Kodo Millet PPT made by Ghanshyam bairwa college of Agriculture kumher bhara...
Plant propagation: Sexual and Asexual propapagation.pptx
Plant propagation: Sexual and Asexual propapagation.pptx
Wellbeing inclusion and digital dystopias.pptx
Wellbeing inclusion and digital dystopias.pptx
Beyond_Borders_Understanding_Anime_and_Manga_Fandom_A_Comprehensive_Audience_...
Beyond_Borders_Understanding_Anime_and_Manga_Fandom_A_Comprehensive_Audience_...
How to setup Pycharm environment for Odoo 17.pptx
How to setup Pycharm environment for Odoo 17.pptx
Graduate Outcomes Presentation Slides - English
Graduate Outcomes Presentation Slides - English
Basic Civil Engineering first year Notes- Chapter 4 Building.pptx
Basic Civil Engineering first year Notes- Chapter 4 Building.pptx
ICT role in 21st century education and it's challenges.
ICT role in 21st century education and it's challenges.
SOC 101 Demonstration of Learning Presentation
SOC 101 Demonstration of Learning Presentation
Key note speaker Neum_Admir Softic_ENG.pdf
Key note speaker Neum_Admir Softic_ENG.pdf
Salient Features of India constitution especially power and functions
Salient Features of India constitution especially power and functions
Unit 3 Emotional Intelligence and Spiritual Intelligence.pdf
Unit 3 Emotional Intelligence and Spiritual Intelligence.pdf
Python Notes for mca i year students osmania university.docx
Python Notes for mca i year students osmania university.docx
Application orientated numerical on hev.ppt
Application orientated numerical on hev.ppt
TỔNG ÔN TẬP THI VÀO LỚP 10 MÔN TIẾNG ANH NĂM HỌC 2023 - 2024 CÓ ĐÁP ÁN (NGỮ Â...
TỔNG ÔN TẬP THI VÀO LỚP 10 MÔN TIẾNG ANH NĂM HỌC 2023 - 2024 CÓ ĐÁP ÁN (NGỮ Â...
FSB Advising Checklist - Orientation 2024
FSB Advising Checklist - Orientation 2024
Holdier Curriculum Vitae (April 2024).pdf
Holdier Curriculum Vitae (April 2024).pdf
Food safety_Challenges food safety laboratories_.pdf
Food safety_Challenges food safety laboratories_.pdf
REMIFENTANIL: An Ultra short acting opioid.pptx
REMIFENTANIL: An Ultra short acting opioid.pptx
This PowerPoint helps students to consider the concept of infinity.
This PowerPoint helps students to consider the concept of infinity.
Management ch11
1.
PowerPoint Presentation by
Charlie CookPowerPoint Presentation by Charlie Cook Copyright © 2005 Prentice Hall, Inc.Copyright © 2005 Prentice Hall, Inc. All rights reserved.All rights reserved. 8th edition Steven P. Robbins Mary Coulter
2.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–2 L E A R N I N G O U T L I N E Follow this Learning Outline as you read and study this chapter. Understanding Communications • Differentiate between interpersonal and organizational communication. • Discuss the functions of communication. The Process of Interpersonal Communications • Explain all the components of the communication process. • List the communication methods managers might use. • Describe nonverbal communication an how it takes place. • Explain the barriers to effective interpersonal communication and how to overcome them.
3.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–3 L E A R N I N G O U T L I N E (cont’d) Follow this Learning Outline as you read and study this chapter. Organizational Communication • Explain how communication can flow in an organization. • Describe the three common communication networks. • Discuss how managers should handle the grapevine. Understanding Information Technology • Describe how technology affects managerial communication. • Define e-mail, instant messaging, voice-mail, fax, EDI, teleconferencing, videoconferencing, intranet, and extranet. • Explain how information technology affect organizations.
4.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–4 L E A R N I N G O U T L I N E (cont’d) Follow this Learning Outline as you read and study this chapter. Communication Issues in Today’s Organization • Discuss how Internet employee gripe sites affect communications. • Explain how organizations can manage knowledge. • Describe why communicating with customers is an important managerial issue. • Explain how political correctness is affecting communication.
5.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–5 L E A R N I N G O U T L I N E (cont’d) Follow this Learning Outline as you read and study this chapter. What Is An Organization? • Describe the characteristics of an organization. • Explain how the concept of an organization is changing. Why Study Management? • Explain the universality of management concept. • Discuss why an understanding of management is important even if you don’t plan to be a manager. • Describe the rewards and challenges of being a manager.
6.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–6 What Is Communication? • Communication The transfer and understanding of meaning. Transfer means the message was received in a form that can be interpreted by the receiver. Understanding the message is not the same as the receiver agreeing with the message. Interpersonal Communication Communication between two or more people Organizational Communication All the patterns, network, and systems of communications within an organization
7.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–7 Four Functions of Communication Functions ofFunctions of CommunicationCommunication Functions ofFunctions of CommunicationCommunication ControlControlControlControl MotivationMotivationMotivationMotivation EmotionalEmotional ExpressionExpression EmotionalEmotional ExpressionExpressionInformationInformationInformationInformation
8.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–8 Functions of Communication • Control Formal and informal communications act to control individuals’ behaviors in organizations • Motivation Communications clarify for employees what is to done, how well they have done it, and what can be done to improve performance
9.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–9 Functions of Communication (cont’d) • Emotional Expression Social interaction in the form of work group communications provides a way for employees to express themselves. • Information Individuals and work groups need information to make decisions or to do their work.
10.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–10 Interpersonal Communication • Message Source: sender’s intended meaning • Encoding The message converted to symbolic form • Channel The medium through which the message travels • Decoding The receiver’s retranslation of the message • Noise Disturbances that interfere with communications
11.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–11 Distortions in Communications • Message Encoding The effect of the skills, attitudes, and knowledge of the sender on the process of encoding the message The social-cultural system of the sender • The Message Symbols used to convey the message’s meaning The content of the message itself The choice of message format Noise interfering with the message
12.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–12 Distortions in Communications (cont’d) • The Channel The sender’s choice of the appropriate channel or multiple channels for conveying the message • Receiver The effect of skills, attitudes, and knowledge of the receiver on the process of decoding the message The social-cultural system of the receiver • Feedback Loop Communication channel distortions affecting the return message from receiver to sender
13.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–13 Interpersonal Communication Methods • Face-to-face • Telephone • Group meetings • Formal presentations • Memos • Traditional Mail • Fax machines • Employee publications • Bulletin boards • Audio- and videotapes • Hotlines • E-mail • Computer conferencing • Voice mail • Teleconferences • Videoconferences
14.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–14 Evaluating Communication Methods • Feedback • Complexity capacity • Breadth potential • Confidentiality • Encoding ease • Decoding ease • Time-space constraint • Cost • Interpersonal warmth • Formality • Scanability • Time consumption
15.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–15 Interpersonal Communication (cont’d) • Nonverbal Communication Communication that is transmitted without words. Sounds with specific meanings or warnings Images that control or encourage behaviors Situational behaviors that convey meanings Clothing and physical surroundings that imply status Body language: gestures, facial expressions, and other body movements that convey meaning. Verbal intonation: the emphasis that a speaker gives to certain words or phrases that conveys meaning.
16.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–16 Interpersonal Communication Barriers DefensivenessDefensiveness NationalNational CultureCulture EmotionsEmotions InformationInformation OverloadOverload InterpersonalInterpersonal CommunicationCommunication LanguageLanguage FilteringFiltering
17.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–17 Barriers to Effective Interpersonal Communication • Filtering The deliberate manipulation of information to make it appear more favorable to the receiver. • Emotions Disregarding rational and objective thinking processes and substituting emotional judgments when interpreting messages. • Information Overload Being confronted with a quantity of information that exceeds an individual’s capacity to process it.
18.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–18 Barriers to Effective Interpersonal Communication (cont’d) • Defensiveness When threatened, reacting in a way that reduces the ability to achieve mutual understanding. • Language The different meanings of and specialized ways (jargon) in which senders use words can cause receivers to misinterpret their messages. • National Culture Culture influences the form, formality, openness, patterns and use of information in communications.
19.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–19 Overcoming the Barriers to Effective Interpersonal Communications • Use Feedback • Simplify Language • Listen Actively • Constrain Emotions • Watch Nonverbal Cues
20.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–20 Types of Organizational Communication • Formal Communication Communication that follows the official chain of command or is part of the communication required to do one’s job. • Informal Communication Communication that is not defined by the organization’s hierarchy. Permits employees to satisfy their need for social interaction Can improve an organization’s performance by creating faster and more effective channels of communication.
21.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–21 Communication Flows LateralLateral Diagonal Diagonal DD oo ww nn ww aa rr dd UU pp ww aa rr dd
22.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–22 Direction of Communication Flow • Downward Communications that flow from managers to employees to inform, direct, coordinate, and evaluate employees. • Upward Communications that flow from employees up to managers to keep them aware of employee needs and how things can be improved to create a climate of trust and respect.
23.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–23 Direction of Communication Flow (cont’d) • Lateral (Horizontal) Communication Communication that takes place among employees on the same level in the organization to save time and facilitate coordination. • Diagonal Communication Communication that cuts across both work areas and organizational levels in the interest of efficiency and speed.
24.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–24 Types of Communication Networks • Chain Network Communication flows according to the formal chain of command, both upward and downward. • Wheel Network All communication flows in and out through the group leader (hub) to others in the group. • All-Channel Network Communications flow freely among all members of the work team.
25.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–25 The Grapevine • An informal organizational communication network that is active in almost every organization. Provides a channel for issues not suitable for formal communication channels The impact of information passed along the grapevine can be countered by open and honest communication with employees.
26.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–26 Information Technology • Benefits of Information Technology (IT) Increased ability to monitor individual and team performance Better decision making based on more complete information More collaboration and sharing of information Greater accessibility to coworkers
27.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–27 Information Technology (cont’d) • Networked Computer Systems Linking individual computers to create an organizational network for communication and information sharing. E-mail Instant messaging Voice-mail Fax machines Electronic Data Exchange (EDI) Teleconferencing Videoconferencing
28.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–28 Information Technology (cont’d) • Types of Network Systems Intranet An internal network that uses Internet technology and is accessible only to employees. Extranet An internal network that uses Internet technology and allows authorized users inside the organization to communicate with certain outsiders such as customers and vendors. Wireless capabilities
29.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–29 How IT Affects Organization • Removes the constraints of time and distance Allows widely dispersed employees to work together. • Provides for the sharing of information Increases effectiveness and efficiency. • Integrates decision making and work Provides more complete information and participation for better decisions • Creates problems of constant accessibility to employees Blurs the line between work and personal lives
30.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–30 Current Communication Issues • Being connected versus being concerned Managing Internet gripe sites as a valuable resource for unique insights into the organization. Employee complaints (“hot-button” issues) Customer complaints Responding to Internet gripe sites Recognized them as a valuable source of information Post message that clarify misinformation Take action to correct problems noted on the site Set up an internal gripe site Continue to monitor the public gripe site
31.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–31 Current Communication Issues (cont’d) • Managing the Organization’s Knowledge Resources Build online information databases that employees can access Create “communities of practice” for groups of people who share a concern, share expertise, and interact with each other.
32.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–32 Communication and Customer Service • Communicating Effectively with Customers Recognize the three components of the customer service delivery process The customer The service organization The service provider Develop a strong service culture focused on the personalization of service to each customer. Listen and respond to the customer Provide access to needed service information
33.
Copyright © 2005
Prentice Hall, Inc. All rights reserved. 11–33 “Politically Correct” Communication • Do not use words or phrases that stereotype, intimidate, or offend individuals based on their differences. • However, choose words carefully to maintain as much clarity as possible in communications.
Descargar ahora