lec 20 chap 14
TRANSCRIPT
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–1
CHAPTER 14
MANAGERIAL COMMUNICATION
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–2
MANAGERIAL COMMUNICATION
Nature of communication:• Exchange of messages between people to
achieve common meanings.• Unless meanings are shared, managers cannot
influence others.• Therefore communication is critical to a
manager’s job.• Managers spend up to 85% of their time
communicating.
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–3
MANAGERIAL COMMUNICATION
Types of communication:
• Verbal:Written or oral use of words to communicate
• Non-verbal:Communication by means of elements and behaviours that are not coded into words
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–4
MANAGERIAL COMMUNICATION
Written (verbal) communication:
• Forms
Letters, memos, reports, newsletters, manuals
• Advantages
Provides a record, easily circulated, time to consider content
• Disadvantages
Cost, poor writing skills, unintended effect, impersonality
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–5
MANAGERIAL COMMUNICATIONNon-verbal communication:
•Kinesic Behavior: Body movements, gestures, facial expressions, eye movements and postures.
•Proxemics: The influence of proximity or space
•Paralanguage: the pitch, rate, tone, volume, and speaking pattern (i.e., use of silences, pauses, or hesitations) of one's voice
•Object Language: The communicative use of material things i.e. Clothing, Cosmetics, Furniture
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–6
MANAGERIAL COMMUNICATION
Tours3%
Desk work26%
Scheduled meetings
50%
Unscheduled meetings
12%
Telephone calls9%
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–7
MANAGERIAL COMMUNICATION
Sender/receiverSender/receiver
Sender/receiverSender/receiver
Encoding messageEncoding message
MediumMedium
Decoding messageDecoding message
FeedbackFeedbackFeedbackFeedback
NoiseNoise
NoiseNoise
NoiseNoise
NoiseNoise
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–8
INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSES
• Perceptual processes• Attribution processes• Semantics• Cultural context• Communication skills
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–9
INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSESPerceptual processes:
Processes individuals use to acquire and make sense out of information from the environment
• Three stages:Selecting, organising, interpreting
• Distortions:Stereotyping, halo effect, projection, perceptual defence
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–10
• Such judgments often form a basis for subsequent actions. We make causal judgments that are :
• Dispositional : internal causes)
• Situational : external causes.
• To make judgments we consider:
• consensus:: degree to which the behavior is similar to the way most people act in a given situation.
• Consistency: the degree to which an individual behaves the same way in a similar or same situation at other times:
• Distinctiveness: the degree to which an individual behaves differently in other situations.
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–11
SEMANTICS • Semantic do not have same meaning for everyone.
• Study of meaning and choice of words: semantics
Semantic net: “…network of
words & meanings a person
has available for recall”
Semantic net: “…network of
words & meanings a person
has available for recall”
Semantic block: “…blockages or communication
difficulties arising
from word choices”
Includes the use of professional jargon
Semantic block: “…blockages or communication
difficulties arising
from word choices”
Includes the use of professional jargon
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–12
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–13
INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSES
Communication skills:
Effective communication
Effective communication
Active listening: ‘…listeneractively participates in
attempting to grasp facts &the speaker’s feelings’
Active listening: ‘…listeneractively participates in
attempting to grasp facts &the speaker’s feelings’
Feedback: both giving &receiving is important.Deal with ‘…specific,
observable behaviour, not generalities.’
Importance of seeking customer feedback
Feedback: both giving &receiving is important.Deal with ‘…specific,
observable behaviour, not generalities.’
Importance of seeking customer feedback
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–14
GROUP COMMUNICATION NETWORKS
Communication network:Pattern of information flow among task-group members
• Centralised networks
• Decentralised networks
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–15
GROUP COMMUNICATION NETWORKS
Chain
Circle
Y
All-channel
XX
Centralised
Decentralised
X
Wheel
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–16
ORGANISATIONAL COMMUNICATION CHANNELS
Communication channels:Patterns of organisational communication flow representing potential established conduits through which managers and other organisation members can send and receive information
• Vertical communication• Horizontal communication• Informal communication
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–17
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–18
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–19
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–20
ORGANISATIONAL COMMUNICATION CHANNELS
Electronic communication
Electronic mailGroupware
Internet
Voice mail
TeleconferencingVideoconferencing