Recreation and Leisure Services Management: Communication

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Recreation and Leisure Services Management
Communication

• Lecture 27
• November 14, 2001

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Question to consider

• Where would you place recreation and leisure in
  Maslows hierarchy?

Physiological Needs
Social Needs
Self-actualization Needs
Esteem Needs
Safety Needs
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Todays lecture

• Objective is
• Understand the nature and importance of
  communication within the organizational framework

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What is communication

• The act of imparting information, especially
  news. (Oxford Dictionary, 1974)
• The purpose of communication is to get that
  person to do something you want them to do, or to
  think in a way that is similar with your way of
  thinking. (Slevin, 1991, 170)
• Management is the practice of getting others to
  do what you want done, communication is the
  method of accomplishing this. (Slevin, 1991, 170)

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The nature of communication

• Communication is a combination of stimuli
  (inputs), perception and behavior (outputs). It
  is operationalized in a variety of forms
• Verbal
• Written
• Nonverbal
• Formal
• Informal
• In small large groups

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We filter information

• Affected by many variables
• How we feel physically
• How we feel emotionally
• Our values
• First impressions
• Stereotypes
• Halo effects
• Subliminal issues
• Selective perception

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As a result

• Know yourself
• Know others
• Manage your image

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Communication

• 5 Rs of transmission
• Reason
• Reduction
• Redundancy
• Readback
• Record

• 5 Rs of reception
• Record
• Readback
• Redundancy
• Reduction
• Reason

(Source Slevin, 1991)
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The message itselfwritten communication

• Use the 5 Rs of transmission
• Provide a road map
• Keep sentences simple (KSS principle)
• Use correct grammar
• Avoid jargon

• Write at the level of the reader
• State assumptions clearly early
• Make recommendations specific operational
• Use headings, sub-headings bullets

(Source Slevin, 1991)
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The message itselfpublic speaking

• Use the 5 Rs of transmission
• Provide listener with a roadmap
• Establish contact
• Use language at level of audience
• Avoid unnecessary jargon
• Make use of your body
• Speak with expression

• Speak loudly enough to be heard
• Use pauses effectively
• Use AV aids
• Speak slowly
• Keep it simple
• Know your audience
• Use examples
• Use humor
• Lead the audience

(Source Slevin, 1991)
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The message itselfinterpersonal communication

• Use the 5 Rs of communication
• Establish a comfortable situation
• Establish contact
• React to the listener
• Be attuned to non-verbal cues

• Listen actively
• Make the communication interactive
• Match the tome of voice to the message
• Know when to stop

(Source Slevin, 1991)
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Corporate Communication

• Internal
• External

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Forms of internal communication

• Individual
• Telephone/ voice mail
• Memos letters
• Pay packet enclosures
• Performance appraisal
• Meetings (formal and informal)
• Email

• Group/ company-wide
• Telephone/ voice mail
• Memos letters
• Meetings
• Newsletters and brochures
• Slogans
• Email, web sites and Intranets

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ICP

• Identify the common culture needed
• Identify the available communications tools
• Paper-based
• Management behavior
• Staff to management forums
• Policies and procedures
• Training

• Determine which tools are suited for which goals
• Develop a description of how each tool will be
  used
• Plan for remediation
• Plan for implementation
• Implement
• Continuously monitor and revise

(Source Bacal, R (2001) http//www.escape.ca/rba
cal/comstrat.htm )
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External Communications

• Business related
• Suppliers Purchasers
• Reception voice mail
• Meetings
• Memos letters
• Emails
• Websites

• Image-based/marketing
• Suppliers, vendors General public
• Advertisements
• Press releases
• Articles promotions
• Brochures Websites

Largely the external communication plan the
marketing plan
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The challenge of the future

• Access and disseminate more information
• Scan analyze larger amounts of data
• Implement more different ways of doing business
  (e-commerce, web TV)
• Increase the speed of communication resulting in
  faster response time decision making
• Increase results orientation accountability in
  communication
• Next lecture Friday
• Joe Lyman Leadership