Lec 20 Chap 14
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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 Noise
Sender/receiver Sender/receiver
Noise Noise
Encoding Encoding message message Feedback Feedback
Medium Medium
Feedback Feedback
Decoding Decoding message message Noise Noise
Sender/receiver Sender/receiver
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin
Noise 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 Semantic net: net: SEMANTICS “…network “…network of of words words & & meanings meanings aa person person has has available available for for recall” recall”
Semantic Semantic block: block: “…blockages “…blockages or or communication communication difficulties difficulties arising arising from fromword word choices” choices” Includes Includes the the use use of of professional professional jargon 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 Activelistening: listening:‘…listener ‘…listener actively activelyparticipates participates in in attempting attemptingto tograsp graspfacts facts && the thespeaker’s speaker’s feelings’ feelings’ Feedback: Feedback:both bothgiving giving&& receiving receivingisisimportant. important. Deal Dealwith with‘…specific, ‘…specific, observable observablebehaviour, behaviour, not notgeneralities.’ generalities.’ Importance Importanceof ofseeking seeking customer customerfeedback feedback
Effective Effective communication 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
Videoconferencing
Internet
Voice mail Teleconferencing
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin
13–20
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 Noise
Sender/receiver Sender/receiver
Noise Noise
Encoding Encoding message message Feedback Feedback
Medium Medium
Feedback Feedback
Decoding Decoding message message Noise Noise
Sender/receiver Sender/receiver
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin
Noise 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 Semantic net: net: SEMANTICS “…network “…network of of words words & & meanings meanings aa person person has has available available for for recall” recall”
Semantic Semantic block: block: “…blockages “…blockages or or communication communication difficulties difficulties arising arising from fromword word choices” choices” Includes Includes the the use use of of professional professional jargon 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 Activelistening: listening:‘…listener ‘…listener actively activelyparticipates participates in in attempting attemptingto tograsp graspfacts facts && the thespeaker’s speaker’s feelings’ feelings’ Feedback: Feedback:both bothgiving giving&& receiving receivingisisimportant. important. Deal Dealwith with‘…specific, ‘…specific, observable observablebehaviour, behaviour, not notgeneralities.’ generalities.’ Importance Importanceof ofseeking seeking customer customerfeedback feedback
Effective Effective communication 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
Videoconferencing
Internet
Voice mail Teleconferencing
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin
13–20
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