Transcript KU Powerpoint

Welcome to AB140
Introduction to Management
Unit 9 Seminar
Communication and Change
Agenda
• Review of Unit 8
• 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
UNIT 8 RECAP
• Ethics
• Corporate Social Responsibility (CSR)
• Diversity
Unit 8 Questions
Assignment Questions and Answers
There are three graded assignments in Unit 9:
1. Discussion Assignment-40 points
2. Dropbox Assignment-40 points
3. Review Quiz-25 points
Reading:
Chapter 12 pp. 263–272 and Chapter 14 pp. 322–330
UNIT 9 Discussion
• Jenny 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 Jack was investigating
another source for the equipment and perhaps they should wait until she
and Jack had reached a decision. Two weeks later, Jenny 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 Jenny had agreed that the equipment needed to be
replaced. He was adamant that this was what he heard Jenny say. The
equipment was expensive and Jack was hoping to order several pieces
from one source to maximize discounts per unit.
Based on the section on “Watch out for communication pitfalls” beginning
on page 265 of the Bateman and Snell text, describe some ways that
Jenny 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. Jack and Jenny 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.
• Using the process on page 329-330 of the text, describe what the
management must do to lead this change in technology to
automated customer service. Address each of the eight steps in the
change process. Discuss what Jack and Jenny have to do to lead
their managers, employees, and customers, to be successful in this
new technological venture.
•
Unit 9 Assignment
• Student Checklist:
• 1. Clearly identify the problem that Jack and Jenny are
faced with
• 2. Explain how each of the eight essential activities for
leading change can be implemented to lead the
organization in the adoption of the new technology
• 3. Discuss what Jack and Jenny have to do to lead their
managers, employees, and customers, to be successful
in this new technological venture
• Due Tuesday!
Unit 9 Review
• Complete readings before attempting the review
• May be completed during the Unit only!
• Due Tuesday!
• Reviews close at midnight!
Unit 9 Questions
Unit 9 Concepts
• 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.
Chapter 12 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
Unit 9 Questions
Channels of Communication
• Oral communication
-Face-to-face
-Telephone
-Formal presentations and speeches
Communication Channels (Con’t)
• Written communication
-E-mail
-Memos
-Letters
-Reports
-Computer files
Using Electronic Media to
Communicate
• E-mail
• Teleconferencing
• IMing
• Blogging
• Social networking
Unit 9 Questions
Chapter 14 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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•
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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
Methods for Managing Resistance to Change
Unit 9 Questions
A three stage model to manage
resistance to change
• Unfreezing
• Moving
• Refreezing
UNFREEZE
• How do you unfreeze an organization so that it will accept change?
In other words, how do you make the system receptive to change?
How can the system be made to want to change if you are trying to
install change in your organization -- for example a non-smoking
policy or an affirmative action program. The first thing you have to
do is get the organization receptive to change, otherwise your
organization will be like that block of ice. It will naturally resist
change.
http://www.mansis.com/freeze.htm
MOVE
• In step two you actually make the change. You propose
the solution to the problem that you may have identified
or highlighted in step one. Then you get people doing it.
You start your diet. You learn new skills, etc. You make
the change.
http://www.mansis.com/freeze.htm
REFREEZE
• Refreezing means strengthening the new behaviors that
support the change. The changes must be diffused and
stabilized throughout the company. Refreezing involves
implementing control systems that support the change,
applying corrective action when necessary, and
reinforcing behaviors and performance that support the
agenda.
Bateman/Snell p.326
Recap
• In this seminar, we have discussed:
-Communication
-Identify Communications Problems to Avoid
-Identify methods for handling resistance to change
Unit 9 Questions
Thank You for Attending!