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chapter sixteen
Communication
McGraw-Hill/Irwin
Contemporary Management, 5/e
Copyright © 2008 The McGraw-Hill Companies, Inc. All rights reserved.
The Communication Process
Communication - meaningful exchange of
information through messages.
The Communication Process
Effective Communicators
Q. Think of someone you know who
you consider a very effective
communicator. What do you think
makes them so effective?
Chief Executives, Ranking of Skills
They Believe Should Be Taught to Management Students
Rank*
1
1
3
4
5
6
7
8
8
8
11
11
13
13
13
Key Learning Area
Oral and written communication skills
Interpersonal skills
Financial/managerial account skills
Ability to think, be analytical, and make decisions
Strategic planning and goal setting—concern for long-term performance
Motivation and commitment to the firm—giving 110%
Understanding of economics
Management information systems and computer applications
Thorough knowledge of your business, culture, and overall environment
Marketing concept (the customer is king) and skills
Integrity
Knowledge of yourself: setting long- and short-term career objectives
Leadership skills
Understanding of the functional areas of the business
Time management: setting priorities—how to work smart, not long or hard
Management Skills
Required
*is most important.
.
Frequency
Indicated
25
25
22
20
13
12
11
9
9
9
7
7
6
6
1
Communication as a Management Skill
• Managers must give direction to the people who
work for them.
• Managers must be able to motivate people.
• Managers must be able to convince customers that
they should do business with them.
• Managers must be able to absorb the ideas of
others.
• Managers must be able to persuade other people.
• Managers must understand who their audience is,
what they know, and what will bring them value
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc. All rights reserved.
Forms of Communication
1. Verbal
2. Nonverbal
3. Written
4. Listening
.
Verbal Communication Skills
Effective communicators…
can comfortably speak 1:1 with anyone
are equally comfortable with any size group
are skillful question-askers
use the right words: Positive, free from
misinterpretation or negative connotations
gain and keep attention
provide value when they engage
don’t interrupt!
are appropriately empathetic
.
Nonverbal Communication
Skills
Facial Expressions
Eye Contact
Posture
Proximity
Gestures
* Nonverbal skills are at least equal in importance
to verbal skills and can be learned & practiced
.
Nonverbal Communication Skills
Q. Are you consciously aware of your use
of body language when communicating?
Q. Do you have certain facial expressions,
gestures, or mannerisms that other
people have commented on?
Proxemics
Proxemics refers to the way people use space;
how far or close you stand to another person.
• Distance from someone can be intentional or
subconscious
• Appropriateness of distance varies by
relationship, situation, and individual preference
Zones of Interaction
There are 4 zones of human interaction:
1. Intimate Zone. About arm's length or around
two feet. Normally reserved for loved ones or
close friends.
2. Personal Zone. From two feet to four feet.
Used in talking to business acquaintances.
3. Social Zone. From four feet to twelve feet.
Typical zone for talking to people you don’t
know well.
4. Public Zone. Twelve feet or more. Used
when giving a presentation to a group.
Kinesics
Kinesics describe body language, gestures, and
movements with respect to what they
communicate to other people.
 People are always sending signals via body
language. Some managers become expert at
reading body language
Written Communication Skills
Writing must be clear, concise, and accurate
Must capture and retain attention
Must focus on the intended results: Action?
Information? Attitude Change?
Should be certain this is the best
communication media (e-mail fighter pilots)
.
Written Communication
• Purpose
– Why am I writing this document?
– What action do I want the reader to take after reading it?
• Audience
– Who will read this document?
– How much does the reader already know about this topic?
– How will the reader use the document?
• Main Message
– What is the main message I want to convey?
– How will I support that message?
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc. All rights reserved.
Watch out for Multi-meaning Words
.
Alex Rodriguez scored a run.
Did you ever see Jesse Owens run?
I have a run in my stocking.
There is a fine run of salmon this year.
Are you going to run this company or am I?
You have the run of the place.
What headline do you want to run?
There was a run on the bank today.
Did he run the ship aground?
I have to run (drive the car) downtown.
Who will run for president this year?
Joe flies the New York–Chicago run twice a week.
You know the kind of people they run around with.
The apples run large this year.
Please run my bath water.
Communicating in the
Business World
Other
activities
23%
Listening
55%
Talking
22%
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc. All rights reserved.
Ten Commandments for
Good Listening
1. Stop talking!
You cannot listen if you are talking.
2. Put the talker at ease.
Help the talker feel free to talk.
3. Show the talker that you
Look and act interested. Do not read your mail
while he or she talks.
want to listen.
4. Remove distractions.
Do not doodle or shuffle papers. Shut the door?
5. Empathize with the talker. Try to put yourself in the talker’s place so that
you can see his or her point of view.
.
.
Ten Commandments for
Good Listening
6. Be patient.
Allow plenty of time. Do not interrupt the talker.
7. Hold your temper.
An angry person gets the wrong meaning from
words.
8. Go easy on argument
and criticism.
This puts the talker on the defensive. He or she
may “clam up” or get angry. Do not argue: even
if you win, you lose.
9. Ask questions.
This encourages the talker and shows you are
listening. It helps to develop points further.
10. Stop talking!
This is the first and last commandment, because
all other commandments depend on it. Nature
gave us two ears but only one tongue.
Are you a good listener?
• Are you open to what other people say to you, or
do you make up your mind about things before you
hear other views?
• Do you become bored when other people speak?
• Do you interrupt people when they are speaking?
• Do you daydream while others are speaking?
• Are you hesitant to ask clarifying questions?
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc. All rights reserved.
Effective Communications
Achieving Communication Effectiveness “The 10 commandments of good communication”
1. Think before you speak (or write)
2. Keep in mind the true purpose of the communication
3. Consider the setting, such as location and timing
4. Consult with others when needed when preparing
5. Keep in mind your tone, expressions, and word choices
6. Take into account the receiver’s point of view
7. Seek feedback after your communication
8. Focus on the long-term impact
9. Walk the talk
10.Be a good listener
.
Barriers To Effective Communication
Many things can negatively impact communication
between people:
1. Uncomfortable Physical Environment
2. Poor Personal Chemistry
3. Semantics
4. Irritating Personal Habits
5. Interference or “Noise” (external or internal)
6. Fatigue or Mood
7. Lack of Empathy for the other person
8. Differences in Communication Style
9. Using Jargon unique to your group/industry
Formal vs. Informal Communication
Formal Organizational Communication – Follows the
organizational chart…Downward, Upward, or Lateral
Mainly via “Serial” Communication:
1. A communicates message to B
2. B communicates interpretation of A’s message to C
3. C communicates interpretation of B’s interpretation
of A’s message to D
4. Originator (A) and ultimate recipient of message (D)
are separated by middle people
.
Formal vs. Informal Communication
Informal Organizational Communication – Does not
follow the organizational chart…friend to friend
Grapevine - the informal network:
1. Springs up and is used irregularly within the
organization
2. Is not controlled by top executives, who may not
even be able to influence it
3. Exists largely to serve the self-interests of the
people within it
4. Responsible for about 70% of the communication
at a company
.
Formal vs. Informal Communication
How Managers Can Encourage Formal Organizational
Communication (instead of relying on the
Grapevine)
1. Ensure clear and concise statements through
formal channels
2. Ensure that all members have free access to formal
channels
3. Assign specific communication responsibilities to
staff personnel
4. Be a good listener!
.
Information Richness and
Communication Media
Managers and their subordinates can become
effective communicators by selecting the
appropriate medium for each message — there
is no one “best”
Information Richness is the amount of
information that a communication medium (email, in person, etc) can carry
16-25
Information Richness of Communication
Media
Figure 16.2
16-26
Communication Media
• Face-to-Face
– Has highest information richness.
– Can take advantage of verbal & nonverbal
signals.
– Provides for instant feedback.
– Management by wandering around (MWA) takes
advantage of this with informal talks to workers.
– Video conferences provide much of this richness
and reduce travel costs and meeting times.
16-27
Communication Media
• Spoken Communication Electronically
Transmitted
– Has the second highest information
richness.
– Telephone conversations are information
rich with tone of voice, sender’s emphasis,
and quick feedback, but provide no visual
nonverbal cues.
16-28
Communication Media
• Personally Addressed Written
Communication
– Has a lower richness than the verbal forms of
communication, but still is directed at a given
person.
– Personal addressing helps ensure receiver actually
reads the message—personal letters and e-mail are
common forms.
– Does not provide instant feedback to the sender
although sender may get feedback later.
– Excellent media for complex messages requesting
follow-up actions by receiver.
16-29
Communication Media
• Impersonal Written Communication
– Has the lowest information richness.
– Good for messages to many receivers
where little or feedback is expected (e.g.,
newsletters, reports)
16-30
Communication Differences
Between Men & Women
Q. What types of differences have you seen
between men’s and women’s
communication styles:
– Talking?
– Listening?
– Writing?
– Non-Verbals?
Communication Differences
Between Men & Women
MEN
• Talk to emphasize status,
power, and independence.
• Complain that women talk
on and on.
• Communicate to fix
problems.
• Boast about their
accomplishments.
• Are more direct
WOMEN
• Talk to establish
connection and intimacy.
• Criticize men for not
listening.
• Speak of problems to
promote closeness.
• Express empathy and
understanding.
• Are less direct
Summary - Forms of Communication