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BE 306 Management Chapter17

By: Joshua Wilson

Asking Questions

Asking questions helps to build an understanding

between individuals especially in a business and also
contributes to learning. Richard Daft states that To
have successful organizational conversations, managers
need to learn to ask questions(Daft, 2016)
He further argues Most managers do 80 percent telling
and 20 percent asking while it should be the other way
around(Daft, 2014)
When questions are asked they build a understanding
and trust between employees and managers.
When we ask questions we increase our skills to think
When we ask questions our minds are more motivated
allows us to make a change.

Listening is an important element in communication,
when one individual speaks the other hears and receives
the information to be processed.
Richard Daft definition Listening involves the skill of
grasping both facts and feelings to interpret a messages
genuine meaning(Daft, 2016).
75% of effective communication is listening
(See pages 570 Exhibit 17.5) this diagram shows the
Ten Keys to Effective Listening , it also gives the
qualities and characteristics of a poor listener and a good


Nonverbal communication consists more

of body language and physical actions
rather than the speech from our mouths.
Nonverbal Communication refers to
messages sent through human actions and
behavior rather than words (Daft, 2016).
In a business the managers watch the
actions of their employees and their
reactions in different situation.
Actions speaker louder than words
Sometimes our actions cause a change in
decisions we make. Our mouths dont
necessarily have to be the reasons for the
way a situation is resulted.
Be careful you can act subconsciously!

Organizational Communication

Communication in an organization is essential for the productivity in a business

as well as cooperation and trust. If employees and managers are able to
understanding one another and maintain good communication, then youd be
surprised by the results.
However, this doesnt mean every individual will make this possible because
every person has a different personality, mindset and way of doing things.
Organization-wide communications typically flow in three directionsdownward, upward, and horizontally(Daft, 2016).

Formal Communication Channels

Formal communication channels are chains of commands or

objectives that are to be completed set by the organization.
Information in a business travels up, down and across and
these are considered the three formal channels
(see pages 571) Exhibit 17.6- Downward, Upward, and
horizontal Communication in Organizations.





Daft, R. L. (2014). New Era of Management (11th ed.). Cengage