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1. CHAPTER 13:
COMMUNICATING AND
INFORMATION TECHNOLOGY
CH13
© 2015 SAGE Publications

2. Communication Flows
• The flow of information both downward and upward
through the organizational chain of command. Also
called formal communication.
VERTICAL
COMMUNICATION
• The flow of information between colleagues and
peers. It is formal communication, but it does not
follow the chain of command; instead, it is
multidirectional.
HORIZONTAL
COMMUNICATION
• The informal flow of information in any direction
throughout an organization. It is informal because it
is not official or sanctioned by management.
GRAPEVINE
COMMUNICATION

3. The Interpersonal Communication
Process

4. Communication Styles
• When encoding a message, the sender should give
careful consideration to selecting the channel.
• Oral Communication
• Nonverbal Communication
• Written Communication

5. Choosing Communication Style
• Selecting The Message Transmission Channel:
• It’s important to select the most appropriate channel of transmission for
any message:
• Use oral channels for sending difficult and unusual messages;
• Written channels for transmitting simple and routine messages to several
people or messages that contain facts and figures or detailed instructions;
• Combined channels for important messages that recipients need to attend to
and understand.

6. 1. DEVELOP
RAPPORT: Put
the receiver at ease.
It is usually
appropriate to begin
communication with
small talk related to
the message to
make a connection.
2. STATE YOUR
COMMUNICATION
OBJECTIVE: It is
helpful for the
receiver to know the
objective of the
communication
before you explain
the details
3. TRANSMIT
YOUR MESSAGE:
Tell the receiver(s)
whatever you want
them to know calmly
and with respect.
4. CHECK THE
RECEIVER’S
UNDERSTANDING:
When giving
information, you
should ask direct
question and or
paraphrase.
5. GET A
COMMITMENT AND
FOLLOW UP:
Make sure that the
message recipient
can do the task and
have it done by a
certain time or date.
Follow up to ensure
that the necessary
action has been
taken.
Face to Face Communication

7. Paraphrasing
• The process of restating a message in one’s own words.
• If the receiver of the message can answer the question or
paraphrase the message, communication has taken place.
• The most accurate indicator of understanding is paraphrasing.

8. The Process of Receiving
Messages• Listening is crucial, and it is the process of giving a speaker your
• undivided attention.
• Analyzing is the process of thinking about, decoding, and evaluating the
message. As the speaker sends the message, you should be doing two
things: thinking and waiting to evaluate until after listening.
• Checking understanding is the process of giving feedback. After you
have listened to the message:
• Give feedback
• Watch the other person’s nonverbal communication

9. The Message-Receiving Process

10. Reflecting Responses
• Reflecting responses paraphrases the message and
communicates understanding and acceptance to the sender.
• Reflecting responses should be used when coaching and
counseling.
• Sometimes just reflective listening is all that is needed.

11. Calming an Emotional Person
• Calming an Employee
• When an employee comes to you in an emotional state, show some
compassion, as compassion is recognized as vital. Never make
condescending statements such as “You shouldn’t be angry,” these
types of statements only make the feelings stronger.
• Reflective Empathetic Responding
• Empathic listening is understanding and relating to another’s feelings.
The empathic responder deals with feelings, content, and the
underlying meaning being expressed in the message.
• After you deal with emotions, you can proceed to work on
solving problems.

12. Information Systems
• Transaction processing systems (TPS)
• Used to handle routine and recurring business matters.
• Management information systems (MIS)
• Transform data into the information employees need to do their work.
• Decision Support Systems (DSS)
• Information processing is needed when making decisions, and decision
making has been professionalized with tools and procedures.

13. Information Network
• Information networks
• Apply information technology to connect all employees of an
organization to each other, to suppliers, to customers, and to databases.
Information networks are used to integrate information systems.
• The components of an information network include connection between
employees at headquarters and remote locations, suppliers and
customers, and databases.