8/12/2019 MGT 380 Chapter 6

1/31

CHAPTER 6: EFFECTIVE COMMUNICATION -CAN YOU HEAR ME?

8/12/2019 MGT 380 Chapter 6

2/31

Agenda:Communication and Business Planning

After reading chapter 6 you should be ableto

Discuss the communications process and

how the message may be decodeddifferently in different situations/bydifferent receivers

Practice effective communication skillsto become a better communicator

Identify key parts of a business plan andthe dimensions of an entrepreneurialorientation.

8/12/2019 MGT 380 Chapter 6

3/31

Communication

Communication is the process by which information isexchanged between individuals through a common system

of symbols, signs or behavior.

Communication is vital for securing a job, but is alsogenerally important in many facets of our personal andwork lives as we interact with others.

8/12/2019 MGT 380 Chapter 6

4/31

The Communication Process

Sender:The person initiating a communication Encoding: The translation of ideas into symbols, signs, or

behavior

Medium: The way that a senders message is conveyed (e.g.,voice)

Decoding: The process of assigning meaning to a receivedmessage

Noise: Anything that interferes with or distorts the message

being sent

8/12/2019 MGT 380 Chapter 6

5/31

Influences on Decoding

The medium used and contextcan influence the way amessage is decoded.

Compare the messages beingsent (emails from a coworker).1. The system is down.2. THE SYSTEM IS DOWN!

How might these beinterpreted differently whenseen/heard through differentmedia?

8/12/2019 MGT 380 Chapter 6

6/31

In-Class DiscussionInformation Richness

Consider the social implications of breaking up with asignificant other using different communications channels

What does the choice of communications channel signal to theperson being broke up with.

What role do you think information richness plays in thissignaling?

8/12/2019 MGT 380 Chapter 6

7/31

The Role of Noise in Decoding

Noise influences thedecoding process bydistracting the listener

Noise can be external

Phone ringingMultiple conversationsConstruction

However, noise can also be

internalFilteringInformation overloadSelective Perception

8/12/2019 MGT 380 Chapter 6

8/31

Noise: Filtering

The distortion orwithholding ofinformation ofinformation tomanage a personsreactions.

8/12/2019 MGT 380 Chapter 6

9/31

Noise: Selective Perception

The personal filtering of what we see andhear so as to suit our own needs

8/12/2019 MGT 380 Chapter 6

10/31

Noise: Jargon

Language of specialized termsused by a group or profession.

8/12/2019 MGT 380 Chapter 6

11/31

Noise: Information Overload

What occurs when the information processingdemands on an individuals time to performinteractions and internal calculations exceedthe supply or capacity of time available for

such processing.

8/12/2019 MGT 380 Chapter 6

12/31

Cultural ContextThe way we are raised and live

shape the way we encode anddecode messages.

However, culture is not limited tonationality.Rural / suburban / urbanRegions within a countryEthnicity

For example, looking someone in

the eye in the US conveystrustworthiness; however, inChina it can be seen asdisrespectful.

8/12/2019 MGT 380 Chapter 6

13/31

The Complexities of Cultural Influence

You can be associated withmore than one culture

Each individual is potentiallyinfluenced by : Nationality (e.g., USA) Region (e.g., Southerner) Heritage (e.g., Irish) Religion (e.g., Catholic) Generation (e.g.,

Generation Me)

What cultural influences doyou believe have influencedthe way that you encodeand decode messages?

8/12/2019 MGT 380 Chapter 6

14/31

Communication Freezers

A communication freezer is something that puts anend to the conversation, often abruptly.

Avoid:Asking excessive or inappropriate questionsJudging a person negativelyGiving insincere praiseAttempting to educate the other person

Moralizing or giving unsolicited adviceMaking light of a problem

8/12/2019 MGT 380 Chapter 6

15/31

Body Language

SmileMaintain good posture

Either sit up straight or leanslightly towards the speaker

Make eye contactWhen shaking hands: be firm,but not overpoweringAvoid fidgeting

Nonverbal communication, such asbody language, plays a big role inbeing an effective communicator.

In the United States, try to:

8/12/2019 MGT 380 Chapter 6

16/31

Cross-cultural differences in body language

Different cultures mayhave different norms interms of body languageas well.

For example, in LatinAmerican countries,many individuals do not

have the samepersonal space bubbleas in the USA.

8/12/2019 MGT 380 Chapter 6

17/31

Active vs. Passive Listening

Passive listeningrecognizes thatthe other person is talking,and so they dont talk, butessentially they are justwaiting for their turn to talk.

Active listeningdemonstratesinterest in what the otherperson is saying by making eyecontact, nodding ones headwhen appropriate, giving shortverbal feedback confirmingyour understanding (e.g.,paraphrasing)

8/12/2019 MGT 380 Chapter 6

18/31

In class activity In pairs, take turns

discussing your respectivedream vacations for about 5minutes.

For part of the conversationuse the suggested effectivecommunication skills. Forthe remaining part of theconversation, do notusethese skills.

When you are done, discussthe ways in which theconversation feels differentwhen you are using theeffective communication

skills.

8/12/2019 MGT 380 Chapter 6

19/31

Business Plans

A business plan is used tocommunicatea business ideaand the organizationsintended course of action

There are major topics thatare covered in good businessplans. If you leave these out,the person reading it mayassume you a) haventconsidered it, or b) that youdo not know what you aredoing

8/12/2019 MGT 380 Chapter 6

20/31

Major Topics in a Business Plan

Overview of the company Strategy Target market analysis Competitive analysis

Marketing strategy Summary of risks Organization and management

team

Financial analysis/plan Appendices

Resumes of founders Patent applications

Orders for your product/service

8/12/2019 MGT 380 Chapter 6

21/31

Elevator Speeches

An elevator speech refers tosome sort of quickpresentation/pitch.

In presenting an elevator

speech for a business plan,dont forget to include thehighlights from each majorsection

At the end of thepresentation, make sure totell them what you wantfrom them as well as what

they get from helping you.

8/12/2019 MGT 380 Chapter 6

22/31

Entrepreneurial Orientation

An entrepreneurial orientation refers to thecharacteristics of an organization that make itsimilar to a new venture;

However, you might also apply it to other aspectsof business life such as being a job applicant.

Many companies want individuals that have one ormore of these characteristics.

8/12/2019 MGT 380 Chapter 6

23/31

Entrepreneurial OrientationDimensions and Your Career

AutonomyAbility to develop independent thought andnot need to be given step-by-step directions

Innovativeness- Ability to highlight how you canprovide new and creative ideas or processes for future

employers ProactivenessAbility to think ahead, and anticipate

employer questions Risk-Taking- Ability to tolerate uncertainty and engage

in high-risk projects Competitive Aggressiveness Ability to aggressively

differentiate yourself from others on the job market

8/12/2019 MGT 380 Chapter 6

24/31

In-Class Discussion In what ways do you think

that the dimensions of anentrepreneurialorientation might help anorganization/individual?

Are there ways orsituations in which theymight do more harm thangood?

In what ways might youneed to adjust yourelevator pitch dependingon the audience?

8/12/2019 MGT 380 Chapter 6

25/31

How much do you remember?

A. Face-to-face communication

B. Telephone

C. Text Messaging

D. Email

Which of the following communication channels has

the highest information richness?

8/12/2019 MGT 380 Chapter 6

26/31

How much do you remember?

A. Face-to-face communication

B. Telephone

C. Text Messaging

D. Email

Which of the following communication channels has

the highest information richness?

8/12/2019 MGT 380 Chapter 6

27/31

How much do you remember?

A. Avoiding communication freezers

B. Make eye contact

C. Maintain good posture

D. Be an active listener

E. Take copious notes

Which of the following is not a recommended activity

for improving communication effectiveness?

8/12/2019 MGT 380 Chapter 6

28/31

How much do you remember?

A. Avoiding communication freezers

B. Make eye contact

C. Maintain good posture

D. Be an active listener

E. Take copious notes

Which of the following is not a recommended activity

for improving communication effectiveness?

8/12/2019 MGT 380 Chapter 6

29/31

How much do you remember?

A. Customer focus

B. Autonomy

C. Innovativeness

D. Risk-Taking

E. Proactiveness

Which of the following is not a dimension of an

entrepreneurial orientation?

8/12/2019 MGT 380 Chapter 6

30/31

How much do you remember?

A. Customer focus

B. Autonomy

C. Innovativeness

D. Risk-Taking

E. Proactiveness

Which of the following is not a dimension of an

entrepreneurial orientation?

8/12/2019 MGT 380 Chapter 6

31/31

Summary

You should now be able to:

Discuss the communications process andhow the message may be decodeddifferently in different situations/by

different receivers

Practice effective communication skills tobecome a better communicator

Identify key parts of a business plan andthe dimensions of an entrepreneurialorientation.