Download Leisure and Heritage Preservation

Recreation and Leisure
Services Management:
Communication
Lecture 27:
November 14, 2001
Question to consider
Where would you place recreation and leisure
in Maslow’s hierarchy?
Physiological
Needs
Safety
Needs
Social
Needs
Self-actualization
Esteem Needs
Needs
Today’s lecture
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Objective is
– Understand the nature and importance of
communication within the organizational
framework
What is communication
“The act of imparting information, especially news”.
(Oxford Dictionary, 1974)
“The purpose of communication is to get that person
to do something you want them to do, or to think
in a way that is similar with your way of thinking.”
(Slevin, 1991, 170)
“Management is the practice of getting others to do
what you want done, communication is the method
of accomplishing this.” (Slevin, 1991, 170)
The nature of communication
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Communication is a combination of stimuli
(inputs), perception and behavior (outputs). It is
operationalized in a variety of forms:
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Verbal
Written
Nonverbal
Formal
Informal
In small & large groups
We filter information
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Affected by many variables
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How we feel physically
How we feel emotionally
Our values
First impressions
Stereotypes
Halo effects
Subliminal issues
Selective perception
As a result
Know yourself
 Know others
 Manage your image
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Communication
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5 R’s of transmission
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Reason
Reduction
Redundancy
Readback
Record
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5 R’s of reception
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Record
Readback
Redundancy
Reduction
Reason
(Source; Slevin, 1991)
The message itself
written communication
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Use the 5 R’s of
transmission
Provide a road map
Keep sentences simple
(KSS principle)
Use correct grammar
Avoid jargon
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Write at the level of
the reader
State assumptions
clearly & early
Make
recommendations
specific & operational
Use headings, subheadings & bullets
(Source; Slevin, 1991)
The message itself
public speaking
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Use the 5 R’s of
transmission
Provide listener with a
roadmap
Establish contact
Use language at level of
audience
Avoid unnecessary jargon
Make use of your body
Speak with expression
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Speak loudly enough to be
heard
Use pauses effectively
Use AV aids
Speak slowly
Keep it simple
Know your audience
Use examples
Use humor
Lead the audience
(Source; Slevin, 1991)
The message itself
interpersonal communication
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Use the 5 R’s of
communication
Establish a
comfortable situation
Establish contact
React to the listener
Be attuned to nonverbal cues
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Listen actively
Make the
communication
interactive
Match the tome of
voice to the message
Know when to stop
(Source; Slevin, 1991)
Corporate Communication
Internal
 External
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Forms of internal
communication
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Individual
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Telephone/ voice mail
Memos & letters
Pay packet enclosures
Performance appraisal
Meetings (formal and
informal)
– Email
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Group/ company-wide
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Telephone/ voice mail
Memos & letters
Meetings
Newsletters and
brochures
– Slogans
– Email, web sites and
Intranets
ICP
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Identify the common
culture needed
Identify the available
communications tools
– Paper-based
– Management behavior
– Staff to management
forums
– Policies and procedures
– Training
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Determine which tools are
suited for which goals
Develop a description of
how each tool will be used
Plan for remediation
Plan for implementation
Implement
Continuously monitor and
revise
(Source: Bacal, R (2001) http://www.escape.ca/~rbacal/comstrat.htm )
External Communications
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Business related
– Suppliers & Purchasers
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Reception & voice mail
Meetings
Memos & letters
Emails
Websites
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Image-based/marketing
– Suppliers, vendors &
General public
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Advertisements
Press releases
Articles & promotions
Brochures & Websites
Largely the external communication plan = the marketing plan
The challenge of the future
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Access and disseminate more information
Scan & analyze larger amounts of data
Implement more & different ways of doing business
(e-commerce, web TV)
Increase the speed of communication resulting in
faster response time & decision making
Increase results orientation & accountability in
communication
Next lecture: Friday
– Joe Lyman: Leadership