Download Multilevel Research: Theoretical Foundations, Research Design

MGTO120s
Managing Communications
Jian Liang
MGTO, HKUST
1
Where We Are
Management
Basic
Concepts
(Ch1)
Retrospect
Context
(ch2)
(ch3,4,& 5)
Plan
Organize
(ch6,
(Ch 10
7,8,& 9)
Lead
Control
Communication
(Ch11)
2
Learning Objectives
 Understanding
 Differentiate
Communications
between interpersonal and
organizational communication.
 Discuss the functions of communication.
 The
Process of Interpersonal
Communications
 Explain
all the components of the communication
process.
 List the communication methods managers might
use.
 Describe nonverbal communication an how it takes
place.
 Explain the barriers to effective interpersonal
communication and how to overcome them.
3
Learning Objectives

Organizational Communication
 Explain
how communication can flow in an
organization.
 Describe the three common communication
networks.
 Discuss how managers should handle the grapevine.
4
A case from Hong Kong
Chan Kee Tong
5
Chan Kee Tong

In what ways has Tong stated his work?

Is there a problem in Chan Kee Tong?

What are his weaknesses at this point?

What new options should be considered?

Which do you recommend?

Have you seen any of the types of
communication problems in this case in
your own experience?
6
Communication in the Organizations

The transfer and understanding of
meaning.



Interpersonal Communication


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.
Communication between two or more people
Organizational Communication

All the patterns, network, and systems of
communications within an organization
7
The Interpersonal Communication
Process
8
Interpersonal Communication

Message:


Encoding


The medium through which the message
travels
Decoding


The message converted to symbolic form
Channel


Source: sender’s intended meaning
The receiver’s retranslation of the message
Noise

Disturbances in communications
9
Interpersonal Communication
Methods
boards
 Audio- and videotapes
 Telephone
 Hotlines
 Group meetings
 E-mail
 Formal presentations
 Memos
 Computer
conferencing
 Traditional Mail
 Fax machines
 Voice mail
 Employee publications  Teleconferences
 Blogs
 Videoconferences
 Face-to-face
 Bulletin
10
Interpersonal Communication
(cont’d)

Nonverbal Communication

Communication that is transmitted without
words.

Sounds with specific meanings or warnings

Images that control or encourage behaviors

Situational behaviors that convey meanings

Clothing and physical surroundings that imply
status
11
Interpersonal Communication
(Cont’d)


Body language: gestures, facial
expressions, and other body
movements that convey meaning.
Verbal intonation: emphasis that a
speaker gives to certain words or
phrases that conveys meaning.
12
Do you smile in talking with others?
13
Questions for Thinking
1.
Why is it difficult to communicate?
2.
What is your experience regarding
communication?
14
Interpersonal Communication
Barriers
National
Culture
Language
Filtering
Emotions
Interpersonal
Communication
Defensiveness
Information
Overload
Let’s look at each
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Barriers to Effective Interpersonal
Communication

Filtering


Emotions


The deliberate manipulation of information to
make it appear more favorable to the receiver.
Disregarding rational and objective thinking
processes and substituting emotional
judgments when interpreting messages.
Information Overload

Being confronted with a quantity of
information that exceeds an individual’s
capacity to process it.
16
Barriers to Effective Interpersonal
Communication (cont’d)

Defensiveness


Language


When threatened, reacting in a way that
reduces the ability to achieve mutual
understanding.
The different meanings of and specialized
ways (jargon) in which senders use words
can cause receivers to misinterpret their
messages.
National Culture

Culture influences the form, formality,
openness, patterns and use of information in
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communications.
Facial Expressions Convey
Emotions
18
Cross-Cultural Barriers
 Where
to talk business in
China and in US?
 Feet
on table? OK in US, but
helped Beijing Jeep JV fail!
(loudness) as an
indicator of respect/status?
 Voice
19
A case of cross-cultural barriers
20
Overcoming the Barriers to Effective
Interpersonal Communications





Use Feedback
Simplify Language
Listen Actively
Constrain
Emotions
Watch Nonverbal
Cues
21
Active Listening Behaviors
22
Types of Organizational Communication

Formal Communication


Communication that follows the official
chain of command or is part of the
communication required to do one’s job.
Informal Communication

Communication that is not defined by
the organization’s hierarchy.


Permits employees to satisfy their need for
social interaction.
Can improve an organization’s performance by
creating faster and more effective channels of
communication
23
Communication Flows
U
p
w
a
r
d
Lateral
D
o
w
n
w
a
r
d
24
Direction of Communication Flow

Downward


Communications that flow from
managers to employees to inform,
direct, coordinate, and evaluate
employees.
Upward

Communications that flow from
employees up to managers to keep
them aware of employee needs and
how things can be improved to create a
climate of trust and respect.
25
Direction of Communication Flow
(cont’d)

Lateral (Horizontal) Communication


Communication that takes place among
employees on the same level in the
organization to save time and facilitate
coordination.
Diagonal Communication

Communication that cuts across both
work areas and organizational levels in
the interest of efficiency and speed.
26
Types of Communication Networks

Chain Network


Wheel Network


Communication flows according to the
formal chain of command, both upward
and downward.
All communication flows in and out
through the group leader (hub) to
others in the group.
All-Channel Network

Communications flow freely among all
members of the work team.
27
Three Common Organizational
Communication Networks
Are Communications Effective?
From Milliken, Morrison & Hewlin (2003)
29
Why People do not Speak Up?
30
Summary



The difference between
interpersonal and organizational
communications
Understanding the difficulties in
interpersonal communications and
how to overcome those barriers
Understanding the process of
organizational communications
31