Convenience

Improving Communication Effectiveness
Considering how many factors can disrupt communication, it is fortunate that managers
can resort to several techniques for improving communication effectiveness.
35
As shown
in Table 12.2, these techniques include both individual and organizational skills.
Table 12.2
Overcoming Barriers to Communication
Individual Skills
Organizational Skills
Develop good listening skills
Follow up
Encourage two-way communication
Regulate information flows
Be aware of language and meaning
Understand the richness of media
Maintain credibility
Be sensitive to the receiver’s perspective
Be sensitive to the sender’s perspective
©
C
engage
Learning
Because
communication is so
important, managers
have developed
several methods
of overcoming
barriers to effective
communication.
Some of these
methods involve
individual skills,
whereas others
are based on
organizational skills.
Chapter 12:
Communication in Organizations
3 8 1
Copyright 2016 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
www.MyEbookNiche.eCrater.com

---

Individual Skills
The single most important individual skill for improving commu-
nication effectiveness is being a good listener.
36
Being a good listener requires that the
individual be prepared to listen, not interrupt the speaker, concentrate on both the
words and the meaning being conveyed, be patient, and ask questions as appropriate.
37
Avoiding checking e-mail or texts when someone is talking is also a wise idea. So impor-
tant are good listening skills that companies such as Delta, IBM, and Boeing conduct
programs to train their managers to be better listeners. Figure 12.6 illustrates the charac-
teristics of poor listeners versus good listeners.
Because communication is so important, managers have developed several methods of
overcoming barriers to effective communication. Some of these methods involve individ-
ual skills, whereas others are based on organizational skills.
In addition to being a good listener, several other individual skills can promote effec-
tive communication. Feedback, one of the most important, is facilitated by two-way
communication. Two-way communication allows the receiver to ask questions, request
clarification, and express opinions that let the sender know whether he or she has been
understood. In general, the more complicated the message, the more useful is two-way
communication. In addition, the sender should be aware of the meanings that different
receivers might attach to various words. For example, when addressing stockholders, a
manager might use the word
profits
often (because most stockholders, of course, see
profits in a positive light). When addressing labor leaders, however, she may choose to
use
profits
less often (because those individuals might see excessive profit as coming at
the expense of employee welfare).
Furthermore, the sender should try to maintain credibility. This can be accomplished
by not pretending to be an expert when one is not, by “doing one’s homework” and
Stays active, focused
Pays attention
Is passive, laid back