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Welcome to MT140 Introduction to Management Dr Jim Young Unit 9 Seminar Communication Agenda • • • • • • • • General Questions and Announcements Introduction 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 Introduction • 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. Interpersonal Communication • Communication -The transmission of information and meaning from one party to another through the use of shared symbols 12-4 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. 12-5 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. 12-6 Interpersonal Communication • Noise -interference in the system -blocks perfect understanding. • Examples of Noise -ringing telephones -thoughts about other things -simple fatigue or stress. 12-7 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. 12-8 A Model of One-Way Communication Figure 12.1 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 What Do I Do if They Don’t Speak My Language? 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. 12-12 What Do I Do if They Don’t Speak My Language? Accurate Interpretation • Silence. When there is a silence, wait. Do not jump in to fill the silence. The other person is probably just thinking more slowly in the nonnative language or translating. • Intelligence. Do not equate poor grammar and mispronunciation with lack of intelligence; it is usually a sign of nonnative-language use. • Differences. If unsure, assume difference, not similarity. Comprehension • Understanding. Do not just assume that they understand; assume that they do not understand. • Checking comprehension. Have colleagues repeat their understanding of the material back to you. Do not simply ask if they understand or not. Let them explain to you what they understand. 12-13 Oral and Written Channels • Oral communication -includes face-to-face discussion, telephone conversations, and formal presentations and speeches • Written communication -includes e-mail, memos, letters, reports, computer files, and other written documents 12-14 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 12-15 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 12-16 Information Overload 12-17 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 What Communication Channel Would You Use? 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 Organizational Communication • Downward communication -Information that flows from higher to lower levels in the organization’s hierarchy 12-23 Information Loss in Downward Communication Figure 12.2 12-24 Assignment Questions and Answers There are four graded assignments in Unit 9: 1.Review Quiz 2.Discussion Assignment 3.Dropbox Assignment 4.Seminar Quiz • Don’t forget that you can take the Quiz as often as you need to prior to the Tuesday midnight deadline until you get the score that you desire. Seminar Discussion Assignment - Unit 9 • Scenario: Lei 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 Dalman was investigating another source for the equipment and perhaps they should wait until she and Dalman had reached a decision. Two weeks later, Lei 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 Lei had agreed that the equipment needed to be replaced. He was adamant that this was what he heard Lei say. The equipment was expensive and Dalman was hoping to order several pieces from one source to maximize discounts per unit. Based on the section on “Watch out for communication pitfalls” in the Bateman and Snell text, describe some ways that Lei could have avoided this situation. Dropbox Assignment – Unit 9 • 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. Dalman and Lei 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. • Dalman and Lei will first communicate their decision to the managers who report to them in an e-mail communication. They are aware of how important it is to exhibit professionalism and business etiquette in constructing an e-mail message to the managers. It is important for Dalman and Lei to gain the support of the managers since they will have key roles in leading this change at the store level. • Referring to Kotter’s Eight Steps to Leading Change from the text, describe what management must do to lead this change in technology to automated customer service by creating an e-mail message (type it in a Word document) from Dalman and Lei to Sandwich Blitz’s middle management, addressing how they intend to implement each of the steps in the change process. Thank You for Attending! If you need anything, please email me so I can help you finish out our course the best possible way for you, Dr Jim