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Communication and
Management
Topics Covered
Communication and
Management
Topics Covered (contd)
Impersonal Written Communication
Communication Networks
Communication Networks in Groups and Teams
Organizational Communication Networks
External Networks
Communication and
Management
Topics Covered
Communication Skills for Managers
Communication Skills for Managers as Senders
Communication Skills for Managers as
Receivers
Understanding Linguistic Styles
Communication
Communication - the evoking of a shared or common
meaning in another person
Interpersonal Communication - communication
between two or more people in an organization
Communicator - the person originating the message
Receiver - the person receiving a message
Perceptual Screen - a window through which we
interact with people that influences the quality,
accuracy, and clarity of the communication
Communication
Message - the thoughts and feelings that the
communicator is attempting to elicit in the
receiver
Feedback Loop - the pathway that
completes two-way communication
Language - the words, their pronunciation,
and the methods of combining them used &
understood by a group of people
Communication
Data - uninterpreted and unanalyzed facts
Information - data that have been interpreted,
analyzed, & and have meaning to some user
Richness - the ability of a medium or channel
to elicit or evoke meaning in the receiver
Communication and
Management
Communication - Definition
The sharing of information between two or
more individuals or groups to reach a common
understanding.
Communication and
Management
Importance of Good Communication
Improved quality of products and services
Meaning and importance of quality
How to attain quality
Subordinates communicate problems and
solutions for increasing quality to superiors
Communication and
Management
Importance of Good Communication
Increased responsiveness to customers
Empowered workers lower response time to satisfy
customer wants and needs
Communication and
Management
Importance of Good Communication
More innovation through communication
Cross-functional teams communicating effectively
produce higher quality products more efficiently
Communication Issues
Verbal Communication
The encoding of messages into words, either
written or spoken
Nonverbal
The encoding of messages by means of facial
expressions, body language, and styles of dress.
Perception
What is sent
Communication
method/media
Motivation
Perception
Communication Media
Face-to-Face
Has highest information richness.
Can take advantage of verbal and nonverbal signals.
Provides for instant feedback.
Management by wandering around takes advantage of this with
informal talks to workers.
Video conferences provide
much of this richness and
reduce travel costs and
meeting times.
Communication Networks
Communication Networks
The pathways along which information flows in
groups and teams and throughout the
organization.
Choice of communication network depends on:
The nature of the groups tasks
The extent to which group members need to
communicate with each other to achieve group
goals.
Communication Networks
Communication Networks
Pathways
Vertical
Manager to upper level managers
Manager to subordinates (direct reports)
Lateral
Manager to other managers
Communication Networks in
Groups and Teams
Type of Network
Wheel Network
Chain Network
All-Channel
Network
Communic
ation
Networks
in Groups
and Teams
Figure 15.3
Organization Communication
Networks
Organization Chart
A pictorial representation of formal reporting channels
in an organization.
Communication in an organization flows through formal and
informal pathways
Vertical communications flow up and down the corporate
hierarchy.
Horizontal communications flow between employees of the
same level.
Informal communications can span levels and departments
the grapevine is an informal network carrying unofficial
information throughout the firm.
Figure 0.4
Nonverbal Communication
Nonverbal Communication - all elements of
communication that do not involve words
Four basic types
Proxemics - an individuals perception & use of space
Kinesics - study of body movements, including posture
Facial & Eye Behavior - movements that add cues for the
receiver
Paralanguage - variations in speech, such as pitch,
loudness, tempo, tone, duration, laughing, & crying
a
b
c
X O
Cooperation
X
O Communication
O X O
Competition
NonCommunication
Examples of
Decoding Nonverbal Cues
Hes
unapproachable!
Boss breathes
heavily &
waves arms
My opinion
doesnt count
New Technologies
for Communication
Informational databases
Electronic mail systems
Voice mail systems
Fax machine systems
Cellular phone systems
Technological Advances in
Communication
Internet
Global system of computer networks used by many
firms use it to communicate with their suppliers.
Intranets
A company-wide system of computer networks for
information sharing by employees inside the firm.
Technological Advances in
Communication
Groupware
Computer software that enables members of
groups and teams to share information with
each other and improve communication.
Best used to support team-oriented working
environments.
Facts
Knowledge
Beliefs
Attitudes
Social Roles
Values
Language
Memories
Emotional Blocks
Experiences have an emotional / feeling
component.
A concert
Wedding Day
Movie
Barriers to Communication
Communication
Barriers factors that block
or significantly
distort successful
communication
Physical separation
Status differences
Gender differences
Cultural diversity
Language
Technological barriers
Receiver does not have the ability or technological
capability to decode message
Basic Interpersonal
Communication Model
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Perceptual screens
Message
Context
Affect
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Receiver
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Perceptual screens
Event
X
Reflective Listening
Reflective Listening - the skill of listening
carefully to another person and repeating back
to the speaker the heard message to correct
any inaccuracies or misunderstandings
This complex
process needs
to be divided to
be understood
Reflective Listening
Emphasizes receivers role
Helps the receiver & communicator
clearly & fully understand the message
sent
Useful in problem solving
Reflective Listening
Reflective listening emphasizes
the personal elements of the communication
process
the feelings communicated in the message
responding to the communicator, not leading the
communicator
the role or receiver or audience
understanding people by reducing perceptual
distortions and interpersonal barriers
Reflective Listening:
4 Levels of Verbal Response
Affirm contact
Paraphrase the expressed
Clarify the implicit
Two-Way
Communication - the
communicator & receiver
interact
Good for problem
solving
Persuasive leadership
Sensitivity to feelings
Informative management
Defensive Communication
Defensive Communication - communication that
can be aggressive, attacking & angry, or passive
& withdrawing
Leads to
injured feelings
communication breakdowns
alienation
retaliatory behaviors
nonproductive efforts
problem solving failures
Non-defensive Communication
Non-defensive Communication communication that is assertive, direct,
& powerful
Provides
basis for defense when attacked
restores order, balance, and effectiveness
Defensive Tactics
Defensive Tactic
Speaker
Example
Power Play
Boss
Put-Down
Boss
Labeling
Boss
Raising Doubts
Boss
Defensive Tactics
Defensive Tactic
Speaker
Example
Misleading
Information
Employee
Scapegoating
Employee
Hostile Jokes
Employee
Deception
Employee
Non-defensive Communication:
A Powerful Tool
Speaker seen as centered, assertive, controlled,
informative, realistic, and honest
Speaker exhibits self-control & self possession
Listener feels accepted rather than rejected
Catherine Criers rules to nondefensive
communication
1.
2.
3.
4.
Regularly
disconnect
from the
technology
Strive for
Build in
message
feedback
completeness opportunities
Provide
Dont
assume
social
immediate
interaction
opportunities
response
Communication Techniques
Effective Communication Techniques
Do this more and develop trust:
Communication Techniques
Effective Communication Techniques
Do this more and develop trust:
Communication Techniques
Effective Communication Techniques
Do this more and develop trust:
Communication Techniques
End