Upload
marilyn-webster
View
227
Download
2
Tags:
Embed Size (px)
Citation preview
Arin Ghosh
Preface
We live in a world that is fast changing; more so in the
organizational field which is changing at a supersonic speed. There are never ending developments in technology that continually affect and alter the way we send messages to one another.
However, one of the few things that stays constant in the workplace is the primacy of human encounter. People are greatly influenced by and remember how others relate to them.
Arin Ghosh
Styles of communication determines the organization
Management by suppression: (Autocratic)
• Unexpected and frequent eruption of conflagration
• Crisis management is the rule
• Boat rocking is common
• Employees engage in whistle blowing at the first opportunity; gives out secret to outsiders at the first opportunity
Management by expression: (Participatory)
• Participation and stimulation of thinking
• Networking of know how and learning across the organization
• Involvement of all staff in improvement, development and value addition for the customers
• Expansion of what the employees jointly believe is possible
Arin Ghosh
Management
Self
Upwards(senior managers, CEO)
Outwards(customers, suppliers)
Downwards(employees, unions)
Across(teams, colleagues)
The five directions of management communication
Arin Ghosh
Communication - Basics
The ultimate test of a communicative manager is the ability to impart something of his or her own vision, sense of purpose and energy to others, as well as receiving ideas,
suggestions and contributions from everyone in the team
Arin Ghosh
Definitions
• Communication is an exchange of facts, ideas, opinions or emotions by two or more persons
• Communication is a process by which information is transmitted between individuals and / organizations so that an understanding response results
• Communication is a process of passing information and understanding from one person to another
• It is dynamic, continuous, systematic, two way, interactive / transactional and can be intentional or unintentional.
• Communication occurs when an exchange of messages results in shared meaning
Arin Ghosh
Communication Process
Sender Medium Receiver
Encoding Decoding
Urgency of the messageFinances available
Effectiveness / availability of the mediumTime available
Relationship between the two communicantsKnowledge of the medium
Arin Ghosh
Categories and components of communication
• Verbal (style, body language, language proficiency) Nonverbal communication (writing skills)
• Mass Communication
• Public communication
• Small group communication
• Interpersonal communication
• Intra-personal communication
Components
• Feedback
• Environment
• Failure of communication
Arin Ghosh
Communication Barriers
Physical Semantic Psychological Others
Source Bad expressions Intention, lack of clarity
Lack of common knowledge
Distance Inaccurate translations
Distrust, Status conscious
Unsolicited communication
Time Semantics Sloppiness, closed mind
Poor skills
Noise Words with different connotations
Fear, emotions, closed mind
Politics
Defective medium State of health, Defensiveness,
Jargons
Arin Ghosh
Channels of Communication
Channels of Communication
Formal
Vertical Horizontal
Upward Downward
Informal (Grapevine)
Does not have rules, grows very fast, crosses hierarchical levels,
operates in all organizationsSingle strand, gossip, cluster,
probabilityOnce started no control, distorted /
wrong info, hurts people,
Arin Ghosh
Evaluating Channels of Communication
Feedback potential – response time Complexity capacity – can it handle complex messages Breadth potential – how many messages can be disseminated Confidentiality - security Encoding case – can it be sent quickly Decoding case – can it be received quickly Time space constraint – simultaneity of presence Costs – expensive? Interpersonal warmth - can it reflect Formality – does it have this? Scan ability – can it locate relevant message Time of consumption – how much effort to delete the message
Arin Ghosh
The Punctuation effect
Dear Krishna I want a man who knows what love is all about you are generous kind thoughtful people who are not like you admit to being useless and inferior you have ruined me for other men I yearn for you I have no feelings whatsoever when we’re apart I can be forever happy will you let me be yours Radha
Arin Ghosh
Punctuation result -- 1
Dear Krishna,
I want a man who knows what love is all about. You are generous, kind, thoughtful. People, who are not like you admit to being useless and inferior. You have ruined me for other men. I yearn for you. I have no feelings whatsoever when we’re apart. I can be forever happy. Will you let me be yours?
Radha
Arin Ghosh
Punctuation effect -- 2
Dear Krishna,
I want a man who knows what love is. All about you, are generous, kind, thoughtful people, who are not like you. Admit to being useless and inferior. You have ruined me. For other men, I yearn. For you I have no feelings whatsoever. When we’re apart, I can be forever happy. Will you let me be?
Yours Radha
Arin Ghosh
Manager’s responsibility to communicate
• Why does communication matter (failure is costly, participatory, probity and cross pollination in mgmt)
• What is to be communicated (related to job, personal)
• Which method to choose (interactive, notice board, memos, through supervisors)
• Is communication working
Arin Ghosh
Team Briefing
The objective is to make sure that all members know and understand what they and others in the team are doing and why. The benefits are:
• Reinforces management down the line
• Increases member’s commitment
• Helps reduce misunderstanding
• Welcomes change
• Controls grapevine
The cardinal principles of successful team briefing are:
1. Commitment 2. Coordinated 3. Structured 4. Regularity 5.Relevance
Arin Ghosh
Team Briefing - Checklist
• How do I prepare (put items in my briefing folder during the month, go to my briefing with my local brief already written and added to my own team leader’s brief, ask questions about clarity)
• How do I brief (keep it simple and relevant to team, use examples, keep to the subject, encourage discussions and questions, briefing management’s view, take note of the questions that could not be answered)
• What subjects to be briefed (progress against targets, policy, people that affects the team and points for action)
Arin Ghosh
Consultations
Consultation is the process whereby, on a regular basis, management genuinely seeks the views, ideas and feelings of the employees before a decision is taken. It helps to
• Improve the quality of the decision• Stimulate better cooperation• Serves as preliminary to negotiation• Increases efficiency of the organization• Helps industrial relations Consultations are communication upwards. They should
not be allowed to degenerate into epics of group moaning. It should help in producing good ideas (both long and short term) and garner employee involvement.
Arin Ghosh
Working with your Secretary
• For a manager, the secretary is the most important element in the entire communication network. The business relationship with his secretary has to be of trust, dependence and sounding board.
• Keep your secretary in touch (which person / organization are you currently dealing with, what projects are you on at the moment). Routine matters could be delegated to the secretary.
• Responsibilities towards your secretary: communicate regularly with her, encourage and motivate her, delegate as much as you can and let her draw her own job description
Arin Ghosh
Non Verbal Communication (NVC)
We speak with our vocal chords, but converse with our whole body. We normally lay emphasis on what we say (authority, clarity, unambiguity, but liable to be misconstrued). Messages relayed in other ways while we speak viz. through glances, gestures, facial expressions, postures, tone of the voice, dress (nonverbal) that proves decisive in conveying information and forming judgments about others. Its crucial in management where we are often uncertain about whether we have understood each other fully and need every clue to ensure that we are sending and receiving messages accurately.
Arin Ghosh
Body Language
• Body language means more than simply physical posture. Postures and gestures tell a lot, but so do less obvious mannerisms, such as eye contact, speed and tone of voice, facial expressions, grunts, sighs etc. It can, in course of our working life, help us to get on, not because we may look the part, exude confidence and act assertively, but because we can look beyond what people say to what they really mean.
• Research has shown that around 10% of the messages we communicate is through words, tone of the voice 40% and posture and gesture 50%
• NVC contributes in developing effective relationships … actions speak louder than words…. A firm shake of hands can signal towards success; effective management requires a high degree of awareness of one’s NVC as well as the sensitivity to that of others
Arin Ghosh
Reach of Body Language
• Action speaks louder than words : Postures and gestures
• Power and influence: The body language of power. Power broking (aggressive, manipulative, assertive, submissive), expert power, reward power, charisma.
• Performance art, presentation skills
• Selling yourselves, body language in telephone selling
• The truth detectives, uncovering deception.
• Body language in security and control
• Selection, appraisal and counseling
Arin Ghosh
Importance of NVC
It is primitive (predates language); though not crucial, emphasizes the verbal code
Much social meaning is communicated nonverbally than verbally
NVC is more truthful, provides insight into verbal messages Skilled interactors can learn to control what their bodies say
as well as the messages sent in words (spin doctors, McDonald’s)
Language conveys ideas, information, understanding and intentions. NVC conveys feelings and attitudes required to build interpersonal relationships, sustain or terminate them.
Being primitive, has greater universality
Arin Ghosh
Functions of NVC
Replacing the verbal communication Complementing the spoken word Contradicting the spoken word Expressing emotions and interpersonal attitudes Conveying personal / social / cultural identity Negotiating relationships Regulating conversations Contextualising interaction
Arin Ghosh
Factors of NVC
• Territory and personal space :Spaces to which we claim special rights of access and ownership and may include home, office desk and feel aggrieved and uncomfortable if violated. Status symbol
• Interpersonal space : This is the distance people wish to maintain while interacting and is dependent on multiple factors.
• Facial expression
• Gestures, Posture, Vocalics
• Environmental features (office space, décor, lighting furniture, props, trophies, awards, etc)
• Physical appearance and dress code
Arin Ghosh
Sociofugal Sociopetal
xxxxxxxxxxxxxxxxxxxxxxxxxxxx
X
xxxxxxxx xx xx xx x
X
xx
xx
x
xxxxx
X X
Seating arrangements and interactions showing interpersonal distance
Promoting / inhibiting interaction, denoting status and authorityConducting tasks
x
xx
xx x
xx
x xx
x
Arin Ghosh
Factors shaping interpersonal distance
Cultural / ethnic background Gender – females adopt closer distance Personality – extroverts adopt closer distance than the
introverts Interpersonal relations – friends closer than strangers Age – young adopt closer distance than the old Topic of conversation – taboo or sensitive topics engender
discomfort and hence larger distance Physical features of others – disfigurement or deformity
evoke larger interpersonal distances Physical / social setting – location constraints, crowded
parties
Arin Ghosh
Dress rules in business
Applies both to men and women in business environment Always follow formal dress codes Pay heed to others going places in the company If unsure, dress conservatively Consider the style of those with whom you do business Simple, classical lines are usually the best Neutral colors work well Dark colors command greater authority Dress as expensively as you can afford; do not show off Do not dress wildly above your stratum in the organization Wear real products rather than simulations (copy)
Arin Ghosh
Barometer of successful communication
• Communication is not only a matter of action “inside the egg”. Communication skills are essential element in your overall effectiveness as a manager. The tests are:
• Does the organization achieve its common task
• Does it generate new products or services, or improvements in the existing ones
• Does it create satisfied customers
• Does it help grow high- performance team
• Does each individual member feel fully involved and committed