Transcript Communication

Welcome to AB140
Introduction to Management
Unit 9 Seminar
Communication
Dr. Brenda Harper
Agenda
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General Questions and Announcements
Introduction
Define Communication/ Questions and Answers
Identify Communications Problems to Avoid/
Questions and Answers
Identify methods for handling resistance to
change/ Questions and Answers
Recap
Unit Assignment Q & A
Conclusion of Seminar
Introduction
• The ability to communicate effectively is fundamental to
a manager’s success.
• Communication concepts and practical guidelines are
available to improve communication skills.
• Communication occurs through various channels, each
with advantages and disadvantages.
• Managers have the task of motivating people to keep
changing in response to new business challenges.
Define communication:
-How would you define communication?
-What is the difference between one-way and
two-way 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
Seminar Item 2
• Identify communication problems to avoid
Interpersonal Communication
Pitfalls
• Perception - the process of receiving and interpreting
information
• Filtering - the process of withholding, ignoring, or
distorting information
Tactics to enhance effective
communication:
Verbal Behavior
Nonverbal Behavior
Accurate Interpretation
Comprehension
Design of Message
Verbal Behavior
• Clear, slow speech. Enunciate each word. Do not use
colloquial expressions.
• Repetition. Repeat each important idea using different
words to explain the same concept.
• Simple sentences. Avoid compound, long sentences.
• Active verbs. Avoid passive verbs.
Nonverbal Behavior
• Visual restatements. Use as many visual
restatements as possible, such as pictures, graphs,
tables, and slides.
• Gestures. Use more facial and appropriate hand
gestures to emphasize the meaning of words.
• Demonstrations. Act out as many themes as
possible.
• Pauses. Pause more frequently.
• Summaries. Hand out written summaries of your
verbal presentation.
Accurate Information
• Silence. Do not jump in to fill the silence.
• Intelligence. Do not equate poor grammar and
mispronunciation with lack of intelligence
• Differences. If unsure, assume difference, not similarity.
Comprehension
• Understanding. Do not just assume that they
understand
• Checking comprehension. Have colleagues repeat their
understanding of the material back to you.
Design
• Breaks. Take more frequent breaks.
• Small modules. Divide the material to be presented into
smaller modules.
• Longer time frame. Allocate more time for each module
than you usually need for presenting the same material
to native speakers of your language.
Motivation
• Encouragement. Verbally and nonverbally encourage
and reinforce speaking by nonnative-language
participants.
• Drawing out. Explicitly draw out marginal and passive
participants.
• Reinforcement. Do not embarrass novice speakers.
• Identify methods for handling resistance
to change
-In your opinion, do you think that people are
generally resistant to change?
-What are some factors that impact a person’s
degree of acceptance to change?
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
Recap
• In this seminar, we have discussed:
-Define Communication/ Questions and Answers
-Identify Communications Problems to Avoid/
Questions and Answers
-Identify methods for handling resistance to change/
Questions and Answers
Assignment Questions and Answers
There are three graded assignments in Unit 9:
1.Review Quiz: 20 points
2.Discussion Assignment: 40 points
3.Dropbox Assignment: 45 points
Review
• Don’t forget that you can take the Review as often as
you need to prior to the Tuesday midnight deadline until
you get the score that you desire.
Discussion Assignment - Unit 9
• Scenario: 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.
Dropbox Assignment – Unit 9
• 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.
• 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.
Thank You for Attending!
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