CHAPTER 9 MANAGING COMMUNICATION AND INFORMATION

What is communication?

• To determine actual performance

• A transfer of understanding and meaning from one person to another

• The process of making plans of something

• To do or arrange something according to particular system

How many parts in communication process?

• 2

• 5

• 10

• 7

What is grapevine

• A purpose for communicating that's to be conveyed

• An unofficial channel of communication

• The medium by which a message travel

• Checking to see how successfully a message has been transferred

What are 2 non verbal communication?

• Mass communication

• Body Language and verbal intonation

• Talking and Preaching

• Public Speaking and Hearing

How many barriers to effective communication?

• 7

• 10

• 5

• 1

What are the barriers of effective communication?

• Norms, Economy, Language, Cultures, Religion, Believes, National Celebration

• Filtering, selective perception, Information overload, Emotion, Language, Gender and National Culture

• Filtering, Controlling, Leading, Information overload, Language, Gender, Norms

• Economy, Emotion, Believes, Fashion, Language, Government Policies, Gender

Gives 1 way to overcome the communication barriers?

• use jargon to explain things

• use emotion when communicate

• Use Feedback

• use different language to send a message

Communicating with customers is an important managerial issues because what communication takes place and how it takes place can be significantly affect a customer satisfaction with the service and the likelihood of being a repeat customer.
What can an effective and productive employees do to overcomer this?

• Simplify language, listen actively, constrain emotion, watch non verbal cues

• use emotion, using jargon to explain things, giving a lot of information to customers.

• ignore non verbal cues, actively giving redundant information and use emotion

• Use difficult term and word to explain about the product, ignore customer body language and use of emotion