Download 13–3 managerial communication

CHAPTER 14
MANAGERIAL
COMMUNICATION
Copyright  2005 McGraw-Hill Australia Pty Ltd
PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin
13–1
MANAGERIAL COMMUNICATION
Nature of communication:
• Exchange of messages between people to
achieve common meanings.
• Unless meanings are shared, managers cannot
influence others.
• Therefore communication is critical to a
manager’s job.
• Managers spend up to 85% of their time
communicating.
Copyright  2005 McGraw-Hill Australia Pty Ltd
PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin
13–2
MANAGERIAL COMMUNICATION
Types of communication:
• Verbal:
Written or oral use of words to communicate
• Non-verbal:
Communication by means of elements and
behaviours that are not coded into words
Copyright  2005 McGraw-Hill Australia Pty Ltd
PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin
13–3
MANAGERIAL COMMUNICATION
Written (verbal) communication:
• Forms
Letters, memos, reports, newsletters, manuals
• Advantages
Provides a record, easily circulated, time to
consider content
• Disadvantages
Cost, poor writing skills, unintended effect,
impersonality
Copyright  2005 McGraw-Hill Australia Pty Ltd
PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin
13–4
MANAGERIAL COMMUNICATION
Non-verbal communication:
•Kinesic Behavior: Body movements, gestures,
facial expressions, eye movements and postures.
•Proxemics: The influence of proximity or space
•Paralanguage: the pitch, rate, tone, volume, and
speaking pattern (i.e., use of silences, pauses, or
hesitations) of one's voice
•Object Language: The communicative use of
material things i.e. Clothing, Cosmetics, Furniture
Copyright  2005 McGraw-Hill Australia Pty Ltd
PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin
13–5
MANAGERIAL COMMUNICATION
Tours
3%
Unscheduled
meetings
12%
Desk work
26%
Telephone
calls
9%
Scheduled
meetings
50%
Copyright  2005 McGraw-Hill Australia Pty Ltd
PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin
13–6
MANAGERIAL COMMUNICATION
Noise
Sender/receiver
Noise
Encoding message
Feedback
Medium
Feedback
Decoding message
Noise
Sender/receiver
Copyright  2005 McGraw-Hill Australia Pty Ltd
PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin
Noise
13–7
INDIVIDUAL COMMUNICATION &
INTERPERSONAL PROCESSES
• Perceptual processes
• Attribution processes
• Semantics
• Cultural context
• Communication skills
Copyright  2005 McGraw-Hill Australia Pty Ltd
PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin
13–8
INDIVIDUAL COMMUNICATION &
INTERPERSONAL PROCESSES
Perceptual processes:
Processes individuals use to acquire and
make sense out of information from the
environment
• Three stages:
Selecting, organising, interpreting
• Distortions:
Stereotyping, halo effect, projection, perceptual
defence
Copyright  2005 McGraw-Hill Australia Pty Ltd
PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin
13–9
•
•
•
•
•
•
•
Such judgments often form
a basis for subsequent
actions. We make causal
judgments that are :
Dispositional : internal
causes)
Situational : external
causes.
To make judgments we
consider:
consensus:: degree to
which the behavior is similar
to the way most people act
in a given situation.
Consistency: the degree to
which an individual behaves
the same way in a similar or
same situation at other
times:
Distinctiveness: the degree
to which an individual
behaves differently in other
situations.
Copyright  2005 McGraw-Hill Australia Pty Ltd
PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin
13–10
Semantic net:
SEMANTICS
“…network
of
words &
meanings
a person
has available
for recall”
Semantic block:
“…blockages or
communication
difficulties
arising
from word
choices”
Includes the use of
professional jargon
• Semantic
do not have
same
meaning
for
everyone.
• Study of
meaning
and choice
of words:
semantics
Copyright  2005 McGraw-Hill Australia Pty Ltd
PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin
13–11
Copyright  2005 McGraw-Hill Australia Pty Ltd
PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin
13–12
INDIVIDUAL COMMUNICATION &
INTERPERSONAL PROCESSES
Communication skills:
Active listening: ‘…listener
actively participates in
attempting to grasp facts &
the speaker’s feelings’
Feedback: both giving &
receiving is important.
Deal with ‘…specific,
observable behaviour,
not generalities.’
Importance of seeking
customer feedback
Effective
communication
Copyright  2005 McGraw-Hill Australia Pty Ltd
PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin
13–13
GROUP COMMUNICATION
NETWORKS
Communication network:
Pattern of information flow among
task-group members
• Centralised networks
• Decentralised networks
Copyright  2005 McGraw-Hill Australia Pty Ltd
PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin
13–14
GROUP COMMUNICATION
NETWORKS
Centralised
Chain
Wheel
Y
X
X
Decentralised
X
Circle
Copyright  2005 McGraw-Hill Australia Pty Ltd
PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin
All-channel
13–15
ORGANISATIONAL
COMMUNICATION CHANNELS
Communication channels:
Patterns of organisational communication
flow representing potential established
conduits through which managers and
other organisation members can send and
receive information
• Vertical communication
• Horizontal communication
• Informal communication
Copyright  2005 McGraw-Hill Australia Pty Ltd
PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin
13–16
Copyright  2005 McGraw-Hill Australia Pty Ltd
PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin
13–17
Copyright  2005 McGraw-Hill Australia Pty Ltd
PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin
13–18
Copyright  2005 McGraw-Hill Australia Pty Ltd
PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin
13–19
ORGANISATIONAL
COMMUNICATION CHANNELS
Electronic mail
Groupware
Electronic
communication
Internet
Voice mail
Videoconferencing
Teleconferencing
Copyright  2005 McGraw-Hill Australia Pty Ltd
PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin
13–20