* The extent to which management needs to convey or receive information, as
well as the type of information that needs to be conveyed, will determine
whether formal or informal methods should be used.
* Formal communication may be written or verbal, and it usually follows the
chain of command. Informal communication may also be written or verbal,
but it may not follow the chain of command; it may move in any direction.
* The employee grapevine is an example of informal communication, but managers
should have an interest in the grapevine because it can provide useful,
off-the-record feedback from employees.
* Downward communication begins at some point higher in the chain of command
and flows downward, whereas upward communication passes from the
organization’s lower-level employees to its higher-level employees and management.
* Verbal communication is effective because of the speed with which large
amounts of information can be conveyed. Written communication is effective
when the message is complex and/or an official record needs to be created.
* The use of e-mail is probably the most popular Internet communication
method, and special care should be taken to ensure that users within a particular
organization follow e-mail etiquette.
* Obstacles to effective communication include cultural differences, differences
in background, prejudices and perceptions, assumptions and expectations,
and emotions.
* Managers can overcome common barriers to effective communication by thinking
about what they are going to say or write, keeping their emotions under
control, being good listeners, matching their actions with their words, and providing
feedback to employees and asking for feedback from them as well.
* Passive listening is simply hearing, not processing, the information being
* The extent to which management needs to convey or receive information, as
well as the type of information that needs to be conveyed, will determine
whether formal or informal methods should be used.
* Formal communication may be written or verbal, and it usually follows the
chain of command. Informal communication may also be written or verbal,
but it may not follow the chain of command; it may move in any direction.
* The employee grapevine is an example of informal communication, but managers
should have an interest in the grapevine because it can provide useful,
off-the-record feedback from employees.
* Downward communication begins at some point higher in the chain of command
and flows downward, whereas upward communication passes from the
organization’s lower-level employees to its higher-level employees and management.
* Verbal communication is effective because of the speed with which large
amounts of information can be conveyed. Written communication is effective
when the message is complex and/or an official record needs to be created.
* The use of e-mail is probably the most popular Internet communication
method, and special care should be taken to ensure that users within a particular
organization follow e-mail etiquette.
* Obstacles to effective communication include cultural differences, differences
in background, prejudices and perceptions, assumptions and expectations,
and emotions.
* Managers can overcome common barriers to effective communication by thinking
about what they are going to say or write, keeping their emotions under
control, being good listeners, matching their actions with their words, and providing
feedback to employees and asking for feedback from them as well.
* Passive listening is simply hearing, not processing, the information being
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