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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 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 Communication is a combination of stimuli (inputs), perception and behavior (outputs). It is operationalized in a variety of forms: – – – – – Verbal Written Nonverbal Formal Informal In small & large groups We filter information Affected by many variables – – – – – – – – 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 Communication 5 R’s of transmission – – – – – Reason Reduction Redundancy Readback Record 5 R’s of reception – – – – – Record Readback Redundancy Reduction Reason (Source; Slevin, 1991) The message itself written communication Use the 5 R’s of transmission Provide a road map Keep sentences simple (KSS principle) Use correct grammar Avoid jargon 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 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 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 Use the 5 R’s of communication Establish a comfortable situation Establish contact React to the listener Be attuned to nonverbal cues 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 Forms of internal communication Individual – – – – – Telephone/ voice mail Memos & letters Pay packet enclosures Performance appraisal Meetings (formal and informal) – Email Group/ company-wide – – – – Telephone/ voice mail Memos & letters Meetings Newsletters and brochures – Slogans – Email, web sites and Intranets ICP Identify the common culture needed Identify the available communications tools – Paper-based – Management behavior – Staff to management forums – Policies and procedures – Training 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 Business related – Suppliers & Purchasers Reception & voice mail Meetings Memos & letters Emails Websites Image-based/marketing – Suppliers, vendors & General public Advertisements Press releases Articles & promotions Brochures & Websites Largely the external communication plan = the marketing plan The challenge of the future 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