Managerial Communications Business Management. “Copyright and Terms of Service Copyright © Texas Education Agency. The materials found on this website

Managerial Communications

Business Management

“Copyright and Terms of Service

Copyright © Texas Education Agency. The materials found on this website are copyrighted © and trademarked ™ as the property of the Texas Education Agency and may not be reproduced without the express written permission of the Texas Education Agency, except under the following conditions:

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Goals of Effective Communication

Communicates a company’s vision

Empowers employees to meet goals

Enhances teamwork

Copyright © Texas Education Agency, 2014. All rights reserved. 3

The Communication Process

Sender

Message

Receiver

Feedback


Forms of Communication Verbal – spoken language

Non-verbal – gestures, posture, facial expression, eye contact, body language

Oral – speeches, presentations

Written – includes manual and electronic or digital communication


Employee Perceptions Customers – pleasant and welcoming

employees create a positive perception for customers

Other employees – stereotypes can cause misunderstandings at work

Management – dress and appearance can create value judgments regarding authority and create erroneous perceptions

Effective communication – critical to developing positive perceptions


Communication Barriers

Lack of feeling of being able to provide honest communication− Fear of reprimanding

Vagueness in the intent of the communication− Different meanings for different phrases

Communication can get lost− Due to too much information being transmitted

Selective hearing− Distorted communication


Communication Barriers (continued)

Non-verbal and verbal messages saying different things− Usually non-verbal is followed

Distractions− Interruptions that can affect a sender’s ability

to send his/her message or a receiver’s ability to hear or interpret a message


Tips to Overcome Barriers Make your message clear before you communicate

it

Think of your audience for appropriate wording as you plan your message

Face-to-face if possible

Present your message in an organized manner

Ask for employee feedback

Visit with employees throughout the office

Be truthful with employees


The Importance of Listening


Listening

Managers

Employee

s

Employee

s

Customer

s

Employee

s

Employee

s


Reasons for Poor Listening We probably have not been trained

to listen well

We speak slower than we think, so it is easy to become distracted

We only retain a fraction of what we hear

The older we get, the less effective our listening skills are


Listening Tips Identify speaker’s purpose

Pay attention to the details of the message

Identify the conclusions of the message

Observe the non-verbal clues for hidden meanings behind messages


Communication Delivery Traditional

− Paper− Face-to-face− Telephone

Contemporary− Social media− Online

discussion forums

− Computer


Formal Communication Structures

Formal structure - typically flows in an official pattern of downward, upward, and laterally− Memos− Reports− Manuals− E-mails


Informal Communication Structure

Informal structure – usually unofficially across groups, known as the “grapevine”− Text messaging− Interpersonal (face-to-face)

communication− Social media


http://www.123rf.com/clipart-vector/grapevine.html

Formal/Informal Examples

Formal Informal

Oral – conducting an interview

Oral – talking casually with employees about an upcoming company event

Written – letters, reports Written – company blog, posting to social network sites

Non-verbal – sitting up straight in a meeting, eye contact, standing with weight on both legs

Non-verbal – slouching in chair or sitting comfortably, shifting weight from one leg to another while standing


Communication Tools

Synchronous Asynchronous

At the same time Not at the same time

Teleconferencing – audio and video

Discussion boards

Chat features Blogs

Instant messaging Streaming audio and video

Sharing of online applications

Polls, surveys

Webinars, or web conferencing

Online training

Telephone E-mail


Cross-Cultural Communication

Culture – communication issues can arise from differences in values

Language – language training offered by businesses, but approximately 20% gets lost in translation by interpreters

Non-verbal – many differences in non-verbal gestures and customs in other countries, differences in meanings can cause miscommunication

Dif

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nce

s in

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Independent Practice Assignments

Formal/Informal Communication Assignment #1 – After reviewing the different types of communication, formal and informal, have students create a document that matches up at least five different jobs to these two different types of communication that would be most frequently used in those jobs. Students may locate jobs on bls.gov or other Internet sites with job openings.

Listening Report Assignment #2 – Have students visit the University of Missouri website listed in the References section. Have them review the list of the 10 listening habits. Students will create a one-page report describing a situation where they followed one or more of the poor habits listed. The situation can be a lecture in school, a discussion at a part-time job, a story another student was telling, or any other situation where listening was the main activity of the student. The report should follow proper writing conventions, explain


Independent Practice Assignments (continued)

the situation, identify the pertinent habit(s), and describe the actions they can take in the future to improve the negative habits.

International Communication Summary Assignment #3 – Students are to assume the role of manager of an IT (Information Technology) department of a large corporation. There are several employees who work in different countries. You would like to arrange a regular weekly meeting with your team. Select three countries where your employees are located and explain the issues you need to address to arrange a meeting, including time zones, customs, and other problems that may arise for each member. Address synchronous and asynchronous communication and explain how you resolve the issue and the meeting day, time, and communication medium you have selected. Students may display their information in a one-page report, diagram, or other method that fully explains the topic.


Documents

Managerial Communications Business Management. “Copyright and Terms of Service Copyright © Texas Education Agency. The materials found on this website