Management

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Management

• Leadership - communication

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Useful vocabulary

• communication
• message
• encoding
• channel
• decoding
• communication process
• noise
• nonverbal communication
• lateral
• diagonal
• communication networks
• grapevine

• body language
• verbal intonation
• filtering
• selective perception
• information overload
• jargon
• active listening
• formal
• informal
• downward
• upward

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Todays lecture

• We will
• Define the nature and function of communication
• Compare and contrast methods of interpersonal
  communication
• Identify barriers to effective interpersonal
  communication and how to overcome them
• Explain how communication can flow most
  effectively in organisations
• Describe how technology affects managerial
  communication and organisations
• Discuss contemporary issues in communication

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What Is Communication?

• Communication - the transfer and understanding of
  meaning.
• Transfer means the message was received in a form
  that can be interpreted by the receiver.
• Understanding the message is not the same as the
  receiver agreeing with the message.
• Interpersonal communication - communication
  between two or more people.
• Organisational communication - all the patterns,
  networks, and systems of communications within an
  organisation.

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(No Transcript)
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Activity

• How good at communicating are you?
• The aim of this game is to get your partner to
  make an exact copy of your drawing!
• Charades is also a popular game

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Functions of Communication

• Control
• Formal and informal communications act to control
  individuals behaviours in organisations.
• Motivation
• Communications clarify for employees what is to
  be done, how well they have done it, and what can
  be done to improve performance.

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Functions of Communication (2)

• Emotional Expression
• Social interaction in the form of work group
  communications provides a way for employees to
  express themselves.
• Information
• Individuals and work groups need information to
  make decisions or to do their work.

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Interpersonal communication (1)

• Communication process - the seven elements
  involved in transferring meaning from one person
  to another.
• Noise - any disturbances that interfere with the
  transmission, receipt, or feedback of a message.

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Interpersonal Communication (2)

• Message - a purpose to be conveyed.
• Encoding - converting a message into symbols.
• Channel - the medium a message travels along.
• Decoding - retranslating a senders message.

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Exhibit 15-1 The InterpersonalCommunication
Process
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Communication Process

• The Sender initiates message
• Encoding translating thought to message
• The Message what is communicated
• The Channel the medium the message travels
  through
• Decoding the receivers action in making sense
  of the message
• The Receiver person who gets the message
• Noise things that interfere with the message
• Feedback a return message regarding the initial
  communication

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????

• I will give you a message written in english.
  You can only whisper it to the person next to you
  once!
• By the time it gets to the final person in the
  class, they must write down what they think they
  were told even if it sounds silly!

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Nonverbal Communication

• Nonverbal communication - communication
  transmitted without words.
• Body language - gestures, facial configurations,
  and other body movements that convey meaning.
• Verbal intonation - an emphasis given to words or
  phrases that conveys meaning.

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Comparison of communication methods (1)
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Comparison of communication methods (2)
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Comparison of communication methods (3)
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Comparison of communication methods (4)
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Activity

• What are the advantages and disadvantages of each
  of the forms of communication tools?

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Barriers to Communication

• Filtering - the deliberate manipulation of
  information to make it appear more favorable to
  the receiver.
• Information overload - occurs when information
  exceeds our processing capacity.
• Jargon - specialised terminology or technical
  language that members of a group use to
  communicate among themselves.
• Selective perception - People selectively
  interpret what they see on the basis of their
  interests, background, experience, and attitudes
• Emotions - How a receiver feels at the time a
  message is received will influence how the
  message is interpreted

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Active Listening

• Active listening - listening for full meaning
  without making premature judgments or
  interpretations.

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Active listening behaviours
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Activity

• When is active listening used? Give examples of
  situations where you would find active listening.
• Do you find active listening easy or difficult?
  Why?

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Formal Versus Informal Communication

• Formal communication - communication that takes
  place within prescribed organisational work
  arrangements.
• Informal communication - communication that is
  not defined by the organisations structural
  hierarchy.

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Direction of communication (1)

• Downward communication - communication that flows
  downward from a manager to employees.
• Upward communication - communication that flows
  upward from employees to managers.

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Direction of communication (2)

• Lateral communication - communication that takes
  place among any employees on the same
  organisational level.
• Diagonal communication - communication that cuts
  across work areas and organisational levels.

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Directions of communication

• Downward
• Upward
• Lateral
• What examples of this type of communication have
  you experienced at University?

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Organisational communication networks

• Communication networks - the variety of patterns
  of vertical and horizontal flows of
  organisational communication.
• Grapevine - the informal organisational
  communication network. Why is this important?

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The Grapevine (rumours)

• Three main Grapevine characteristics
• Informal, not controlled by management
• Perceived by most employees as being more
  believable and reliable than formal
  communications
• Largely used to serve the self-interests of those
  who use it
• Results from
• Desire for information about important situations
• Ambiguous conditions
• Conditions that cause anxiety
• Insightful to managers
• Serves employees social needs

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Reducing rumours

• Announce timetables for making important
  decisions
• Explain decisions and behaviors that may appear
  inconsistent or secretive
• Emphasize the downside, as well as the upside, of
  current decisions and future plans
• Openly discuss worst-case possibilitiesthey are
  almost never as anxiety-provoking as the unspoken
  fantasy

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Organisational communication networks
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Workplace design communication

• Open workplaces - workplaces with few physical
  barriers and enclosures.
• Enclosed workplaces with many rooms and
  barriers between spaces

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Ethical Communication

• Ethical communication - communication that
  includes all relevant information, is true in
  every sense, and is not deceptive in any way.
• Omitting information, offering misleading
  information this is considered unethical
  communication

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Impact of internet communication

• Legal and security issues
• Inappropriate use of company e-mail and instant
  messaging
• Loss of confidential and proprietary information
  due to inadvertent or deliberate dissemination or
  to hackers
• Lack of personal interaction
• Being connected is not the same as face-to-face
  contact
• Difficulties occur in achieving understanding and
  collaboration in virtual environments

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Communication and Customer Service

• Communicating effectively with customers
• Recognise the three components of the customer
  service delivery process
• The customer
• The service organisation
• The service provider
• Develop a strong service culture focused on the
  personalisation of service to each customer.
• Listen and respond to the customer.
• Provide access to needed service information.

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The cost of poor communication

• Failed communication can be costly. Consider
  this example of The Accident Group
• http//www.telegraph.co.uk/finance/2866298/Acciden
  t-Group-staff-receive-4m.html
• and the Cerner Corporation
• http//news.bbc.co.uk/1/hi/world/americas/1263473.
  stm

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Cultural Implications

• Cross-cultural factors increase communication
  difficulties
• Cultural Barriers
• Semantics some words arent translatable
• Word Connotations some words imply multiple
  meanings beyond their definitions
• Tone Differences the acceptable level of
  formality of language
• Perception Differences language affects
  worldview
• Cultural Context
• The importance of social context to meaning
• Low-context cultures (like the U.S.) rely on
  words for meaning
• High-context cultures gain meaning from the whole
  situation

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Activity

• What impact will qq and wiichat and Facebook have
  on how people communicate in the workplace?
• What are the negatives and positives of using
  Social Media?

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Summary

• Today
• What communication is
• Informal and formal communication
• Model of communication
• Issues around communication
• Tomorrow
• Leadership being a leader

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Reading

• Please read Chapter 17 before tomorrows lecture.