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Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–1
CHAPTER 13
MANAGERIAL COMMUNICATION
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–2
LECTURE OUTLINE
• Nature of managerial communication• Influences on individual
communication & interpersonal processes
• Group communication networks• Organisational communication
channels
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
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 13–4
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 13–5
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 13–6
MANAGERIAL COMMUNICATION
Non-verbal communication:
• Kinesic behaviour (body language)• Proxemics (proximity & space)• Paralanguage (vocal aspects)• Object language (use of objects to
communicate)
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–7
MANAGERIAL COMMUNICATION
Tours3%
Desk work26%
Scheduled meetings
50%
Unscheduled meetings
12%
Telephone calls9%
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–8
MANAGERIAL COMMUNICATION
Components of communication:
• Sender• Encoding• Message• Receiver• Decoding• Noise• Feedback
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–9
MANAGERIAL COMMUNICATION
Sender/receiverSender/receiver
Sender/receiverSender/receiver
Encoding messageEncoding message
MediumMedium
Decoding messageDecoding message
FeedbackFeedbackFeedbackFeedback
NoiseNoise
NoiseNoise
NoiseNoise
NoiseNoise
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–10
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 13–11
INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSESPerceptual 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 13–12
INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSESThree stages of perception:• Selecting
Filtering of stimuli so that only some information gets our attention
• OrganisingPatterning of information to match familiar patterns
• InterpretingGiving meaning to selected and organised information
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–13
INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSES
Distortions:• Stereotyping
Tendency to attribute characteristics to an individual on the basis of an assessment of the group to which they belong
• Halo effect
Tendency to use a general impression based on one or a few characteristics of an individual
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–14
INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSES
Distortions:• Projection
Tendency of an individual to assume others share their thoughts, feelings and characteristics
• Perceptual defence
Tendency to block out or distort information one finds threatening
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–15
INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSESAttribution process
Theory attempting to explain how individuals make judgments or attributions about the cause of another’s, or their own, behaviour
• Fundamental attribution error:Tendency to underestimate situational influences & to overestimate dispositional influences.
• Self-serving bias:Attributing oneself as responsible for successes & others for failures.
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–16
INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSESSemantics
• Semantic netNetwork of words and word meanings a given individual has available for recall
• Semantic blocksBlockages or communication difficulties arising from word choices
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–17
INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSES
Cultural contextCulture also influences communication and interpersonal processes.
• High-context cultures
Emphasis in communication is the establishment & strengthening of relationships
• Low-context cultures
Emphasis is on exchanging information
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–18
INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSES
Low- Germany USA S. America Asia High-
context context
cultures Australia France Saudi China cultures
Arabia
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–19
INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSES
Communication skills
• Listening skillsActive listening
• FeedbackGiving & receiving
Positive & negative feedback
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–20
INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSES
Communication skills:
Effective communication
Effective communication
Active listening: ‘…listeneractively participates in
attempting to grasp facts &the speaker’s feelings’
Active listening: ‘…listeneractively 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
Feedback: both giving &receiving is important.Deal with ‘…specific,
observable behaviour, not generalities.’
Importance of seeking customer feedback
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–21
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 13–22
GROUP COMMUNICATION NETWORKS
Chain
Circle
Y
All-channel
XX
Centralised
Decentralised
X
Wheel
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–23
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 13–24
ORGANISATIONAL COMMUNICATION CHANNELS
Vertical communication:Message exchange between two or more levels of the organisational hierarchy.
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–25
ORGANISATIONAL COMMUNICATION CHANNELS
Vertical communication:• Downward communication
Can be distorted by faulty message due to sender error
Managers overuse downward communicationFiltering (deliberate or accidental)
• Upward communicationCan be distorted by ‘only’ favourable messages
going upManagers don’t encourage upward flow
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–26
ORGANISATIONAL COMMUNICATION CHANNELSHorizontal communication:
Lateral or diagonal message exchange within work-unit boundaries, involving peers reporting to the same supervisor, or across work-unit boundaries, involving individuals who report to different supervisors.
Impeding factors:• Rivalry• Indifference to work of others• Low motivation due to discouragement of
horizontal communication
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–27
ORGANISATIONAL COMMUNICATION CHANNELS
Informal communication (grapevine):Communication which takes place without regard to hierarchical or task requirements
Problems:• Can carry gossip/distorted information
Benefits:• Valuable tool for continuation/propagation of culture
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–28
ORGANISATIONAL COMMUNICATION CHANNELS
Using electronics to communicate:
• Electronic mail systems• Voice mail• Teleconferencing• Videoconferencing
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–29
ORGANISATIONAL COMMUNICATION CHANNELS
Electronic communication
Electronic mailGroupware
Internet
Voice mail
TeleconferencingVideoconferencing
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–30
LECTURE SUMMARY
• Nature of managerial communicationVerbal, non-verbal
• Individual communication & interpersonal processesAttribution process
Semantics
Cultural contextCommunication skills
Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–31
LECTURE SUMMARY
• Group communicationNetworks
• Organisational communication channelsVertical
Horizontal
Informal