Download Communication

Management
Leadership - communication
Useful vocabulary
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communication
message
encoding
channel
decoding
communication process
noise
nonverbal communication
lateral
diagonal
communication networks
grapevine
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body language
verbal intonation
filtering
selective perception
information overload
jargon
active listening
formal
informal
downward
upward
Today’s lecture
We will:
• Define the nature and function of communication
• Compare and contrast methods of interpersonal
communication
• Identify barriers to effective interpersonal
communication and how to overcome them
• Explain how communication can flow most
effectively in organisations
• Describe how technology affects managerial
communication and organisations
• Discuss contemporary issues in communication
What Is Communication?
• Communication - the transfer and
understanding of meaning.
• Transfer means the message was received in a form that can
be interpreted by the receiver.
• Understanding the message is not the same as the receiver
agreeing with the message.
• Interpersonal communication - communication
between two or more people.
• Organisational communication - all the
patterns, networks, and systems of
communications within an organisation.
Activity
• How good at communicating are
you?
• The aim of this game is to get
your partner to make an exact
copy of your drawing!
• “Charades” is also a popular
game
Functions of Communication
• Control
– Formal and informal communications act to
control individuals’ behaviours in
organisations.
• Motivation
– Communications clarify for employees what is
to be done, how well they have done it, and
what can be done to improve performance.
Functions of Communication (2)
• Emotional Expression
– Social interaction in the form of work group
communications provides a way for
employees to express themselves.
• Information
– Individuals and work groups need information
to make decisions or to do their work.
Interpersonal communication (1)
• Communication process - the seven
elements involved in transferring meaning
from one person to another.
• Noise - any disturbances that interfere
with the transmission, receipt, or feedback
of a message.
Interpersonal Communication (2)
• Message - a purpose to be conveyed.
• Encoding - converting a message into
symbols.
• Channel - the medium a message travels
along.
• Decoding - retranslating a sender’s
message.
Exhibit 15-1: The Interpersonal
Communication Process
Communication Process
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The Sender – initiates message
Encoding – translating thought to message
The Message – what is communicated
The Channel – the medium the message
travels through
Decoding – the receiver’s action in making
sense of the message
The Receiver – person who gets the message
Noise – things that interfere with the message
Feedback – a return message regarding the
initial communication
以訛傳訛
• I will give you a message written
in english. You can only whisper
it to the person next to you once!
• By the time it gets to the final
person in the class, they must
write down what they think they
were told – even if it sounds silly!
Nonverbal Communication
• Nonverbal communication communication transmitted without words.
• Body language - gestures, facial
configurations, and other body movements
that convey meaning.
• Verbal intonation - an emphasis given to
words or phrases that conveys meaning.
Comparison of communication methods (1)
Comparison of communication methods (2)
Comparison of communication methods (3)
Comparison of communication methods (4)
Activity
• What are the advantages
and disadvantages of
each of the forms of
communication tools?
Barriers to Communication
• Filtering - the deliberate manipulation of information to make
it appear more favorable to the receiver.
• Information overload - occurs when information exceeds our
processing capacity.
• Jargon - specialised terminology or technical language that
members of a group use to communicate among themselves.
• Selective perception - People selectively interpret what they
see on the basis of their interests, background, experience,
and attitudes
• Emotions - How a receiver feels at the time a message is
received will influence how the message is interpreted
Active Listening
Active listening listening for full
meaning without
making premature
judgments or
interpretations.
Active listening behaviours
Activity
• When is active listening
used? Give examples of
situations where you would
find active listening.
• Do you find active listening
easy or difficult? Why?
Formal Versus Informal
Communication
• Formal communication - communication
that takes place within prescribed
organisational work arrangements.
• Informal communication communication that is not defined by the
organisation’s structural hierarchy.
Direction of communication (1)
• Downward communication communication that flows downward from
a manager to employees.
• Upward communication - communication
that flows upward from employees to
managers.
Direction of communication (2)
• Lateral communication - communication that
takes place among any employees on the same
organisational level.
• Diagonal communication - communication
that cuts across work areas and organisational
levels.
Directions of communication
• Downward
• Upward
• Lateral
What examples of this type of
communication have you
experienced at University?
Organisational communication
networks
• Communication networks - the variety of
patterns of vertical and horizontal flows of
organisational communication.
• Grapevine - the informal organisational
communication network. Why is this
important?
The Grapevine (rumours)
Three main Grapevine characteristics
• Informal, not controlled by management
• Perceived by most employees as being more
believable and reliable than formal communications
• Largely used to serve the self-interests of those who
use it
Results from:
• Desire for information about important situations
• Ambiguous conditions
• Conditions that cause anxiety
• Insightful to managers
• Serves employee’s social needs
Reducing rumours
• Announce timetables for making important
decisions
• Explain decisions and behaviors that may
appear inconsistent or secretive
• Emphasize the downside, as well as the
upside, of current decisions and future plans
• Openly discuss worst-case possibilities—they
are almost never as anxiety-provoking as the
unspoken fantasy
Organisational communication
networks
Workplace design & communication
• Open workplaces - workplaces with few
physical barriers and enclosures.
• Enclosed workplaces – with many rooms and
barriers between spaces
Ethical Communication
• Ethical communication - communication that
includes all relevant information, is true in every
sense, and is not deceptive in any way.
• Omitting information, offering misleading
information – this is considered unethical
communication
Impact of internet
communication
• Legal and security issues
– Inappropriate use of company e-mail and
instant messaging
– Loss of confidential and proprietary information
due to inadvertent or deliberate dissemination
or to hackers
• Lack of personal interaction
– Being connected is not the same as face-toface contact
– Difficulties occur in achieving understanding
and collaboration in virtual environments
Communication and Customer
Service
Communicating effectively with customers
• Recognise the three components of the
customer service delivery process:
– The customer
– The service organisation
– The service provider
• Develop a strong service culture focused on
the personalisation of service to each
customer.
– Listen and respond to the customer.
– Provide access to needed service information.
The cost of poor communication
Failed communication can be costly.
Consider this example of The Accident
Group:
http://www.telegraph.co.uk/finance/286629
8/Accident-Group-staff-receive-4m.html
and the Cerner Corporation:
http://news.bbc.co.uk/1/hi/world/americas/
1263473.stm
Cultural Implications
Cross-cultural factors increase communication difficulties
Cultural Barriers:
• Semantics: some words aren’t translatable
• Word Connotations: some words imply multiple meanings
beyond their definitions
• Tone Differences: the acceptable level of formality of
language
• Perception Differences: language affects worldview
Cultural Context:
• The importance of social context to meaning
• Low-context cultures (like the U.S.) rely on words for meaning
• High-context cultures gain meaning from the whole situation
Activity
• What impact will qq and
wiichat and Facebook have
on how people communicate
in the workplace?
• What are the negatives and
positives of using Social
Media?
Summary
Today:
• What communication is
• Informal and formal communication
• Model of communication
• Issues around communication
Tomorrow:
• Leadership – being a leader
Reading
• Please read Chapter 17 before tomorrow’s
lecture.