Transcript KU Powerpoint

Welcome to AB140
Introduction to Management
Unit 9 Seminar
Communication and Change
UNIT 8 RECAP
• Ethics
• Corporate Social Responsibility (CSR)
• Diversity
Unit 8 Questions
Assignment Questions and Answers
There are four graded assignments in Unit 9:
1. Discussion and Participation-35 points
2. Dropbox Assignment-45 points
3. Quiz-10 points
4. Seminar-15 points
Reading:
Chapter 12 and Chapter 14
UNIT 9 Discussion
Lei received a quick phone call from one of the location managers about
replacing some equipment. She agreed in principle that the equipment
should be replaced, but mentioned that Dalman was investigating another
source for the equipment and perhaps they should wait until she and
Dalman had reached a decision. Two weeks later, Lei received an invoice
for the new equipment! Visibly angry, she called the manager to inquire
why he had ordered the equipment after their conversation. The manager
stated that Lei had agreed that the equipment needed to be replaced. He
was adamant that this was what he heard Lei say. The equipment was
expensive and Dalman was hoping to order several pieces from one
source to maximize discounts per unit.
Based on the section on “Watch out for communication pitfalls” in the
Bateman and Snell text, describe some ways that Lei could have avoided
this situation.
Post by Saturday!
• Must be at least 100 words!
UNIT 9 Assignment
• Sandwich Blitz, Inc. has a great problem...an increase in the
number of customers! Employees have been consistently reporting
that they are overwhelmed by the volume of customers and
management has noticed that the number of reported errors in
customer orders has increased. Dalman and Lei have decided to
adopt an e-customer order system that will allow customers to input
their own orders. This would address the issue of employees being
overwhelmed by the increased pace of the workplace.
• Dalman and Lei will first communicate their decision to the
managers who report to them in an e-mail communication. They
are aware of how important it is to exhibit professionalism and
business etiquette in constructing an e-mail message to the
managers. It is important for Dalman and Lei to gain the support of
the managers since they will have key roles in leading this change
at the store level.
UNIT 9 Assignment-cont
• Referring to Kotter’s Eight Steps to Leading Change from the text,
describe what management must do to lead this change in
technology to automated customer service by creating an e-mail
message (type it in a Word document) from Dalman and Lei to
Sandwich Blitz’s middle management, addressing how they intend
to implement each of the steps in the change process.
• Be sure to construct your message in a clear and professional
manner. The goal of this communication is to inform the managers
of what is required to lead this change and to gain their support in
its implementation at the store level.
Unit 9 Assignment
• Student Checklist:
• 1. Clearly identify the problem that Dalman and Lei are
faced with
• 2. In a Word document, compose an e-mail message
from Dalman and Lei to Sandwich Blitz’s middle
management, explaining the steps necessary to
manage this new technology change.
• Full page-double-spaced in Times New Roman font size
12
• Due Tuesday!
Unit 9 Quiz
• Complete readings before attempting the quiz
• May be completed during the Unit only!
• Due Tuesday!
• Quiz closes at midnight!
Unit 10 Deliverables
There are two graded assignments in Unit 10:
1. Discussion and Participation-35 points
2. Exam-40 points
Reading:
Special Unit 10 reading in DocSharing
Article in online library
Unit 9 Questions
Communication Quote
• Everyone has a different communication style, and
you’ll learn that everybody wants different information. I
would say ‘practice, practice, practice’ with all types of
people so that you can become an effective
communicator. Also, practice your public speaking
skills.Even if you are holding small meetings with your
staff, you need to be comfortable talking to a group and
effectively getting your points across.”
- Design Manager, p. 263
Define communication
-How would you define communication?
Communication
• Communication - the transmission of information and
meaning from one party to another through the use of
shared symbols
• One-Way Communication - a process in which
information flows in only one direction - from the sender
to the receiver, with no feedback loop
• Two-Way Communication - a process in which
information flows in two directions - the receiver
provides feedback, and the sender is receptive to the
feedback
Unit 9 Questions
Interpersonal Communication
Pitfalls
• Perception - the process of receiving and interpreting
information
• Filtering - the process of withholding, ignoring, or
distorting information
Communication Barriers
• Misreading body language, tone, and other non-verbal
forms of communication
• Ignoring non-verbal language
• Selective hearing
• Hesitation to be candid
• Distrust
• Value judgment
• Power struggles
Barriers (Con’t)
• Unreliable transmission (due to noise or inconsistent
sending)
• Defensiveness
• Guilt
• Distortions from the past
• Stereotyping
• Cultural
Channels of Communication
• Oral communication
-Face-to-face
-Telephone
-Formal presentations and
speeches
• Written
communication
-E-mail
-Memos
-Letters
-Reports
-Computer files
• Electronic Media
-E-mail
-Teleconferencing
-IMing
-Blogging
-Social networking
Unit 9 Questions
Change Quote
• “Change happens. But it means that an organization is
alive—there is nothing wrong here. There may be an
opportunity inside of change. Look for the opportunity.”
- Advertising Manager, p. 309
Managing Change
• Change happens
• Change is constant
• Change can be unpredictable
Resistance to Change
-Question: What are some of the reasons that
people are resistant to change?
Why Accepting Change in Good
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Change can trigger renewed passion for work
May stimulate creativity
Can push us toward reaching potential
Causes us to grow as professionals
Approaches to Encourage Cooperation
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Education and communication
Participation and involvement
Facilitation and support
Negotiation and rewards
Manipulation and cooptation
Explicit and implicit coercion
Managers must lead change.
Methods for Managing Resistance to Change
Leading Change
Unit 9 Questions
A three stage model to manage
resistance to change
• Unfreezing
• Moving
• Refreezing
Recap
• In this seminar, we have discussed:
-Communication
-Identify Communications Problems to Avoid
-Identify methods for handling resistance to change
Unit 9 Questions
CONGRATULATIONS!
To All,
As we enter our final week of class; it is a time to pause and to
congratulate yourself on your victory. Although this is a first step, it is so
very important. Many never make this important decision to do this. Oh,
they dream or talk about it but they never put arms and legs to their
dreams and thus, their dreams remain an illusion. Others started this class
but quickly were unable to make the sacrifices in time and effort to do this.
Still others grew tired after a few weeks since this is not an instant victory
and they too, dropped out along the way. This leaves you and the rest of
this class! Congratulations! You now have proven to yourselves that you
can successfully do this. I am so very proud of you all.
Thank You for Attending!