Fundamentals of Management, 8th ed

Chapter 12: Communication in Organizations

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Individual Skills

The single most important individual skill for improving commu-

nication effectiveness is being a good listener.

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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.

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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