MINTZBERGS MANAGERIAL ROLES

Interpersonal Informational

Figurehead Leader Liaison Monitor Disseminator Spokesperson Entrepreneur Disturbance handler Resource allocator Negotiator

Decisional

WHAT IS COMMUNICATION ?
COMMUNICATION IS THE PROCESS OF EXCHANGING INFORMATION THROUGH A COMMON SYSTEM OF SYMBOLS, SIGNS AND BEHAVIOR. THE SYNONYMS FOR COMMUNICATION ARE FEELINGS, SPEAKING, CORRESPONDING, WRITING, LISTENING, EXCHANGING ETC. AN EFFECTIVE COMMUNICATOR ANTICIPATES THE UNLIMITED WAYS A MESSAGE CAN BE MISUNDERSTOOD.

INTERPERSONAL COMMUNICATION STYLES IN ORGANIZATONS STYLE TYPES Letters, Office memos, Reports, Instruction manuals, policies, Forms, Email Formal and Informal Conversation Human behavior: Facial expressions, Body language, Physical Elements : Building Design Office furnishing Space

Written Communication Verbal Communication Nonverbal Communication

FORMAL CHANNELS OF COMMUNICATION

Upward Communication
Suggestions for improvement Disputes Performance reports

Horizontal Communication
Advice to other departments Coordination with other departments Problem solving for other departments Problem solving within departments.

Employee
Downward Communication Job instructions Plans and Policies Procedures and Rules Performance Feedback & Goals

FORMS OF NONVERBAL COMMUNICATION

Para- linguistics : A form of language in which meaning is conveyed through variations in speech qualities such as loudness, pitch, and number of hesitations. Kinesics : The use of gesturers, facial expressions, eye movements and body postures in communicating emotions. Haptics : The use of touch in communicating, as Dress : Communicates values and expectations. in a handshake, pat on the back, an arm around the shoulder. Chronemics: Communicating status through the use of time, e.g. making people wait or allowing some people to go ahead. Conics : The use of physical objects or office designs to communicate status such as the display of trophies or degrees.

KINESIC COMMUNICATION

AN IDEA EXPRESSED THROUGH NON VERBAL BEHAVIOR. RECEIVER GETS ADDITIONAL MEANING FROM WHAT THEY SEE AND HEAR, THE VISUAL AND THE VOCAL. VISUAL - GESTURES, WINKS, SMILES, FROWNS, SIGHS, ATTIRE, GROOMING AND ALL KINDS OF BODY MOVEMENTS. VOCAL - INTONATION, PROJECTION AND RESONANCE OF THE VOICE.

A c tio n

EXAMPLES OF KINESIC MESSAGES AND THE MEANING

P o s s ib le K in e s ic M e s s a g e D o n t b e lie v e w h a t I ju s t s a id .

A w in k o r lig h t c h u c k le fo llo w s a sta te m e n t A m a n a g e r is h a b itu a lly la te fo r s ta ff m e e tin g s . A s u p e r v is o r lig h tly lin k s h is a r m a r o u n d a n e m p lo y e e s s h o u ld e r s a t th e e n d o f a co n feren ce.

M y tim e is m o r e im p o r ta n t th a n y o u r s. Y o u c a n w a it f o r m e . E v e r y th in g is fin e ; I m h e r e to h e lp y o u s o lv e th is p r o b le m . A lte r n a tiv e ly , th e a c tio n m a y b e c o n sid e r e d p a te r n a lis tic a p a r e n t c o m fo r tin g a c h ild a fte r n e c e s s a r y d is c ip lin e . I d o n t h a v e to o b e y c o m p a n y r u le s th a t in fr in g e o n m y p e r s o n a l r ig h ts . A little s m o k e w o n t h u r t a n y o n e .

A n e m p lo y e e s m o k e s in a r e a o th e r th a n th o s e d e s ig n a te d fo r s m o k in g .

Examples of Kinesic Messages and the meaning(contd.)

A ctio n A job ap p lican t su b m its a resu m e con tain in g n u m ero u s sp ellin g an d g ra m m a tica l erro rs. A su p erviso r loo ks u p b u t th en retu rn s h er a tten tion to h er cu rren t p ro ject w h en a n em p loy ee arriv es fo r a p erfo r m a n ce a p p raisal in terview . A grou p lead er sits at a p osition o th er th an a t th e h ead of th e ta b le. P o ssib le K in esic M essage M y sp ellin g an d gra m m ar skills a re d eficien t. A n altern ativ e m ea n in g is F o r yo u I d id n t care to d o m y v ery b est. T h e p erfor m an ce ap p ra isa l in terv iew is n o t a n im p ortan t p rocess. Y o u are in terru p tin g m ore im p o rta n t w ork. I w an t to d e m on strate m y eq ality w ith o th er m e m b ers."

NON VERBAL C: IN DIFFERENT COUNTRIES

Standing close to a person while talking : In South America and Europe it is the normal distance used in conversation. In United States it is viewed as an intrusion and the speaker is perceived as pushy. Withholding eye contact : In United States it indicates shyness and deception. In Japan it indicates deference to authority. In Libya it is a compliment to a woman Displaying the palm of the hand : In Greece it is an insult. In United States it is a form of greeting such as handshake. Crossing legs when seated : In Arab Countries it is an insult to show the soles of the feet. In the United States it is done for comfort. Joining the index finger and thumb to make an O In South America it is an obscene gesture. In the United States it means OK In Tunisia it means I will kill you. In Japan it means money. In Mediterranean countries it means ZERO. WHAT ABOUT INDIA ???

PROXEMICS Proxemics is the study of an individuals perception about the use of physical space. The kind of message we impart determines the distance we want to maintain from the other person. Intimate space zone (2 ft.) - Close relationship Personal distance zone (2 ft - 4 ft) With friends in general we maintain this distance. Social distance Zone (4 ft - 12 ft) Most business associates and acquaintances interact within this zone. Public distance zone (12 ft.). We prefer strangers to stay in this zone.

Less Known Less Arena Known

Feedback

More Unknown

(Open self) Facade

(Hidden)

Blind-spot Unknown

Exposure
Unknown More

Known by self

Unknown by self

The Johari Window: Interpersonal Styles and Communication

MANAGEMENT STYLES
TYPE A : They use neither exposure nor feedback. They exhibit aloofness and coldness. They are autocratic leaders. TYPE B : They rely more on feedback and less on exposure. Facade is the most important feature of their interpersonal style. Subordinates distrust the Manager. TYPE C : They expose but dont provide feedback. They maintain their own sense of prestige and status. Subordinates are hostile, insecure, resentful towards their bosses. TYPE D : The most effective style. They expose and use feedback thus increase the arena. They have positive working relationships with others.

WHEN TO DISCLOSE
When you have an already developed relationship. When the other person is willing to disclose too. When self disclosure is about what is going on at present (Avoid reference to the past). When it is about positive things rather than negative things. When disclosure leads to improving your relationship. When you are sensitive to the effect disclosure has on the other person. When disclosure is gradual, a little at a time. Disclose, when you trust the other person.

DEFINITIONS
Assertiveness is a communication technique designed to demonstrate respect towards oneself and others and to allow the expression of a full range of behavior. It is the ability to express oneself honestly without denying the rights of others. Some other behavioral aspects of assertiveness Being direct. Listening to others Expressing positive feelings Limits of self - expression Maintaining respect for self and others

CONTRASTING STYLES IN BEHAVIOR

---------------------------------------------------------------------------------------------------------Factor Passive Aggressive Passive -Aggressive Assertive ---------------------------------------------------------------------------------------------------------Maintains his Rights Gives up his own Usurps others Sneaks to usurp others own Metaphor Verbal Behavior Nonverbal Behavior Doormat Apologies Averted gaze soft voice Steamroller Blames, Accuses Stares, loud voice invades space Doormat with Spikes Uses Sarcasm, indirect put downs Sarcastic tone, side-way glance Pillar Speaks mind openly, directly. Direct gaze, varied voice

Response Flight Fight Hit--and-run Engagement ----------------------------------------------------------------------------------------------------------

BODY LANGUAGE FOR PUTTING THE MESSAGE ACROSS Looking at the audience Avoid creating barriers Stand comfortably Smile Beware of distracting mannerisms Be natural

WHAT TO DO
Words Use simple words Avoid jargon Use expression in voice Build in pauses Develop a range of tone & pitch in voice Speak clearly Look at the audience Smile Avoid creating physical barrier Be natural Ensure audience participation Make a question and answer session Pause if you are lecturing

How we say it

What is expected

What else to do

BARRIERS TO COMMUNICATION Ind. Barriers o Conflicting frame of reference. o Semantics o Value judgment o Communication skills o Cultural diversity

Org. Barriers o Information overload o Structural arrangements o Status differences o Task specialization o Filtering o Timeliness (appropriate timing)

GUIDELINES FOR IMPROVING ORG. COMMUNICATION Develop trust, cultivate it. Communicate openly. Share information and feelings. Be specific. Supply background information. Be honest with all employees. Talk to an employee on one adult to another. Avoid sarcastic remarks. Always solicit employees ideas, suggestions and reactions.

IMPROVING INTERPERSONAL AND ORGANIZATIONAL COMMUNICATION

Ind. Factors

Active listening Providing feedback Leveling

Org. Factors

Reducing noise Encouraging informal communication Balancing information load and information processing capability

GUIDELINES FOR LEVELING

Describe the specific behavior or performance that concerns you. Explain its negative impact on performance and behavior Send I message whenever possible instead of YOU message. Do not generalize. Do not make judgmental statements Speak in a calm and unemotional voice.

COMUNICATION NETWORK COMUNICATION NETWORK

Circle Circle

Chain Chain

Y Y

Wheel Wheel

WORK GROUP NETWORKS

Wheel

Circle

All Channels

COMMUNICATION CHANNELS
Gossip Chain (one informs many)

Cluster Chain (a few inform others)

Gatekeeper (who controls the message flow In the communication channel)

Liaison (An individual who connects two or more cliques within the system without being being part of them) Opinion Leader (An individual informally influences others attitudes and behavior)

Cosmopolitan (An individual who has a relatively high degree of communication with the systems environment.)

THE SEVEN Cs OF ORGANIZATONAL COMMUNICATION Completeness (includes all five Ws: what, when, who, where and why of any message. Conciseness (no repetition, only relevant informations). Consideration (Focus on positivity i.e. what can be done and on personal honor, truthfulness and sincerity). Concreteness (use of specific facts and figures and avoiding uncertainty). Clarity (it requires short, familiar conversational words, use of examples and illustrations). Courtesy (thoughtfulness immediate reply etc). Correctness (informal language, non discriminatory words)