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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