1 Explain why effective communication helps an organization gain a competitive advantage

1. Communication and Management
   1. The importance of good communication – good communication can improve a company's responsiveness to customers and develop innovative products.

2 Describe the communication process, and explain the role of perception in communication.

2. The communication process
   1. Transmission phase – information is shared between two groups
   2. Feedback phase – the parties reach a common understanding.
   3. Sender – shares information
   4. Encoding – translating the message into symbols
   5. Noise – anything that interferes with communication
   6. Receiver – the person for whom the message is intended
   7. Medium – the pathway for the message
   8. Decoding – the receiver interprets the message
   9. Verbal communication – uses words
   10. Nonverbal communication – shares information with facial expressions or body language.
3. The role of perception in communication – perception is always selective.
4. The dangers of ineffective communication – managers spend much of their time in communication.

3 Define information richness, and describe the information richness of communication media available to managers

2. Information Richness and Communication Media
   Information richness is the amount of information a communication medium can carry.
   1. Face-to-face communication – has the highest information richness of any medium.
   2. Spoken communication electronically transmitted – using phone lines is the second highest medium in information richness.
   3. Personally addressed written communication – memos, email, letters, instant messaging
   4. Impersonal written communication – company newsletters are a good example.

4 Describe the communication networks that exist in groups and teams

3. Communication networks
   Communication networks are the paths over which information flows.
   1. Communication networks in groups and teams
      1. Wheel network – information flows to and from one member of the group.
      2. Chain network – group members communicate in a set sequence.
      3. Circle network – group members communicate with others who are similar to themselves.
      4. All-channel network – every group member communicates with every other group member.
   2. Organizational communication networks – the grapevine is an informal network over which unofficial information (which may or may not be accurate) flows.
   3. External networks – members span a variety of other companies

5 Explain how advances in technology have given managers new options for managing communication

4. Information Technology and Communication
   1. The Internet is a global network of computers.
   2. The intranet shares Internet information within a company.
   3. Groupware consists of computer software that allows groups to share information.

6 Describe important communication skills that managers need as senders and as receivers of messages

5. Communication Skills for Managers
   1. Communication skills for managers as senders
      1. Send clear and complete messages.
      2. Encode messages in symbols the receiver can understand – do not use jargon that is a specialized language.
      3. Select a medium appropriate for the message.
      4. Select a medium the receiver monitors.
      5. Avoid distorting information along a series of receivers.
      6. Include a feedback mechanism.
      7. Provide accurate information (not unfounded rumors).
   2. Communication skills for managers as receivers
      1. Pay attention to messages you receive.
      2. Be a good listener.
      3. Be empathetic and try to understand how the sender feels.
   3. Understanding linguistic styles – a person's characteristic way of speaking
      1. Cross-cultural differences – managers from different countries have very different communication styles.
      2. Gender differences – men and women differ in communication in every language and culture.
      3. Managing differences in linguistic styles – instead of trying to change others' linguistic styles, try to manage these differences.