Transcript Document

Welcome to AB140
Unit 9 - Communication
Michael B. McKenna.
Unit 9 Objectives
• Identify communications problems to avoid
• Describe when and how to use various
communication channels
• Understand the steps of effective decision
making
Interpersonal Communication
• Communication
The transmission of
information and
meaning from one
party to another
through the use of
shared symbols
12-3
Interpersonal Communication
• The sender initiates the process by conveying
information to the receiver —the person for
whom the message is intended.
• The sender has a meaning he or she wishes to
communicate and encodes the meaning into
symbols (the words chosen for the message).
• Then the sender transmits, or sends, the
message through some channel, such as a
verbal or written medium.
12-4
Interpersonal Communication
• The receiver decodes the message (e.g., reads
it) and attempts to interpret the sender’s
meaning.
• The receiver may provide feedback to the
sender by encoding a message in response to
the sender’s message.
12-5
Interpersonal Communication
• Noise
-interference in the
system
-blocks perfect
understanding.
• Examples of Noise
-ringing telephones
-thoughts about other
things
-simple fatigue or
stress.
12-6
One-Way versus Two-Way
Communication
• One-way communication
-A process in which information flows in only
one direction—from the sender to the
receiver, with no feedback loop.
12-7
A Model of One-Way Communication
Figure 12.1
12-8
One-Way versus Two-Way
Communication
• Two-way communication
-A process in which information flows in two
directions—the receiver provides feedback,
and the sender is receptive to the feedback.
12-9
One-Way versus Two-Way Communication
• Two-way communication
-A process in which information flows in two
directions—the receiver provides feedback,
and the sender is receptive to the feedback.
12-10
Communication Pitfalls
• Perception
-The process of
receiving and
interpreting
information
• Filtering
-The process of
withholding,
ignoring, or distorting
information
12-11
Oral Communication
Advantages
• Questions can be
asked and answered
• Feedback is
immediate and direct
• More persuasive
Disadvantages
• It can lead to
spontaneous, illconsidered statements
(and regret)
• There is no permanent
record of it
12-12
Written Communication
Advantages
Disadvantages
• Message can be revised
several times
• Permanent record that
can be saved
• Message stays the
same even if relayed
through many people
• Receiver has more time
to analyze the message
• Sender has no control
over where, when, or if
the message is read
• Sender does not receive
immediate feedback
• Receiver may not
understand parts of the
message
12-13
Information Overload
12-14
Electronic Media
• Web 2.0
-A set of Internet-based applications that
encourage user-provided content and
collaboration
-social networking, podcasts, RSS, and wikis
12-15
Advantages of Electronic Communication
1. The sharing of more information
2. The speed and efficiency in delivering routine
messages to large numbers of people across
vast geographic areas
3. Can reduce time and expenses devoted to
traveling, photocopying, and mailing
12-16
Disadvantages of Electronic
Communication
1. Difficulty of solving complex problems that
require more extended, face-to-face
interaction
2. Inability to pick up subtle, nonverbal, or
inflectional clues about what the
communicator is thinking or conveying
3. Electronic messages sometimes are
monitored or seen inadvertently by those for
whom they are not intended
12-17
Virtual Office
• Virtual office
-A mobile office in which people can work
anywhere, as long as they have the tools to
communicate with customers and colleagues.
12-18
Media Richness
• Media richness
-The degree to which a
communication
channel conveys
information.
12-19
Nonverbal Skills
1. Use time appropriately
2. Make your office arrangement conducive to
open communication
3. Remember your body language
12-20
Listening
• Reflection
-Process by which a
person states what
he or she believes
the other person is
saying
12-21
Ten Keys to Effective Listening
• Find an area of
interest
• Judge content, not
delivery
• Hold your fire
• Listen for ideas
• Be flexible
• Resist distraction
• Exercise your mind.
• Keep your mind open
• Capitalize on thought
speed
• Work at listening
12-22
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
-Do not equate poor grammar
and mispronunciation with lack
of intelligence
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.
Effective Communication
• Ensure receivers attend to the message they
are sending
• Consider the other party’s frame of reference
and communication with that viewpoint
• Take steps to minimize perceptual errors and
improper signals
• Send consistent messages
Boundarylessness
• Boundaryless organization
-Organization in which there are no barriers to
information flow
-implies information available as needed
moving quickly and easily enough so that the
organization functions far better as a whole
than as separate parts.
12-30
Informal Communication
• Grapevine
-the social network of
informal communications.
-provides people with
information
-helps them solve problems
-teaches them how to do
their work successfully
12-31
Organizational Communication
• Horizontal communication
-Information shared among people on the
same hierarchical level
-allows sharing of information, coordination,
and problem solving among units
-helps solve conflicts
-provides social and emotional support to
people.
12-32
Suggested Media Choices for Sample Situations
• Advantages
- Flexible and efficient channels
- Reduce time and expenses
- Ability to work virtually
- Availability of “richer” media for complex or critical
messages
• Disadvantages
- Difficulty in solving some complex problems
- Less suitable for confidential information, conflict
management, and negotiating
- Electronic overload
Change
“During the last two to three years, we have
experienced more change than this company
has ever experienced.”
Sharon Rues Pettid, HR Manager, Mutual of
Omaha
Why do people resist change?
Why do people resist change?
 Inertia - Don’t disrupt what works
 Timing - People are busy or under stress, not a good
time to implement change
 Surprise - You don’t want change to be unexpected or
sudden
 Peer pressure - If your co-workers resist, you may too!
 Self-interest - Put self in front of company interests
 Misunderstanding - Clearly communicate the change!
 Different assessments - Don’t provide all of the
information needed to feel good about change.
Management normally has more information than the
employees
 Management tactics - How the change is implemented
by management.
Leading
Change
Assignment Questions and Answers
There are three graded assignments in Unit 9:
• Review Quiz
• Discussion Assignment
-Communications Pitfalls – Lei and a Location
Manager, Chapter 12, page 265.
• Dropbox Assignment
-Managers must Lead Change – Application of
Eight Steps to Leading Change in implementing
new order processing system, Figure 14.3.
Are there questions concerning how you are
expected to complete and submit these
assignments?
Important! All Late Work Must Be Handed
In By the End of Unit 9
No late work will be accepted or graded after Unit
10. All previous units will be closed at the end of
Unit 10. Make any arrangements NOW if you
have any zeros in your grade book. I am
available to help if needed.
Next week will be Unit 10 – Global
management: Quiz and Discussion
Board!
There will be:
• An active Class Discussion for Unit 10.
• We will have a 40 point Quiz
• We will not have a Drop Box Writing
Assignment!
• We will not have a Unit 10 Seminar!
Questions