Modern Management 9 th edition

© Prentice Hall, 2002 14 - 1

Modern Management9th edition

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Objectives

• An understanding of influencing

• An understanding of interpersonal communication

• A knowledge of how to use feedback

• An appreciation for the importance of nonverbal communication

• Insights into formal organizational communication

• An appreciation for the importance of the grapevine

• Some hints on how to encourage organizational communication

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FUNDAMENTALS OF INFLUENCING

Defining Influencing

The Influencing Subsystem

1. Leading

2. Motivating

3. Considering groups

4. Communicating.



Figure 14.1Relationship between overall management system

and influencing subsystem.



Figure 14.2The influencing subsystem

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Table 14.1Chief Executives, Ranking of Skills

They Believe Should Be Taught to Management Students

FrequencyRank* Key Learning Area Indicated

1 Oral and written communication skills 251 Interpersonal skills 253 Financial/managerial account skills 224 Ability to think, be analytical, and make decisions 205 Strategic planning and goal setting—concern for long-term performance 136 Motivation and commitment to the firm—giving 110% 127 Understanding of economics 118 Management information systems and computer applications 98 Thorough knowledge of your business, culture, and overall environment 98 Marketing concept (the customer is king) and skills 9

11 Integrity 711 Knowledge of yourself: setting long- and short-term career objectives 713 Leadership skills 613 Understanding of the functional areas of the business 613 Time management: setting priorities—how to work smart, not long or hard 1

*is most important..


COMMUNICATION

Interpersonal Communication

How Interpersonal Communication Works

Basic elements of transmitting information to others:

1. The source/encoder

2. The signal

3. The decoder/destination

Successful and Unsuccessful Interpersonal Communication

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COMMUNICATION

Figure 14.3Role of the source, signal, and destination in the communication process

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COMMUNICATION

Figure 14.4Overlapping fields of experience that ensure successful communication

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COMMUNICATION

Interpersonal Communication (con’t)How Interpersonal Communication Works (con’t)

Barriers to Successful Interpersonal CommunicationMacrobarriers

1. The increasing need for information2. The need for increasingly complex information3. The reality that people in the United States are increasingly coming

into contact with people who use languages other than English4. The constant need to learn new concepts cuts down on the time

available for communication

Microbarriers1. The source’s view of the destination

2. Message interference3. The destination’s view of the source4. Perception5. Multimeaning words

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COMMUNICATION

Interpersonal Communication (con’t)How Interpersonal Communication Works (con’t)

Barriers to Successful Interpersonal Communication (con’t)Strong concluded 500 words have 4,070 different definitions.

Babe Ruth scored a run.Did you ever see Jesse Owens run?I have a run in my stocking.There is a fine run of salmon this year.Are you going to run this company or am I?

You have the run of the place.What headline do you want to run?There was a run on the bank today.Did he run the ship aground?I have to run (drive the car) downtown.

Who will run for president this year?Joe flies the New York–Chicago run twice a week.You know the kind of people they run around with.The apples run large this year.Please run my bath water.

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COMMUNICATION

Interpersonal Communication (con’t)Feedback and Interpersonal Communication

Gathering and Using Feedback

Achieving Communication Effectiveness“Ten commandments of good communication”:

1. Seek to clarify your ideas before communicating2.Examine the true purpose of each communication3.Consider the total physical and human setting whenever you communicate4.Consult with others, when appropriate, in planning communications5.Be mindful of the overtones rather than merely the basic content

6. Take the opportunity to convey something of help or value to the receiver

7.Follow up your communication8.Communicate for tomorrow as well as today9.Be sure your actions support your communications10.Seek not only to be understood but also to understand—be a good listener

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COMMUNICATION

Interpersonal Communication (con’t)Verbal and Nonverbal Interpersonal Communication

The Importance of Nonverbal Communication

Mehrabian's formula:Total message impact = .07 words + .38 vocal tones + .55 facial expressions

Nonverbal factors:Facial expressions

Gestures

Gender

Dress.


COMMUNICATION

Interpersonal Communication in Organizations

Formal Organizational Communication

Types of Formal Organizational Communication

1. Downward

2. Upward

3. Lateral

Patterns of Formal Organizational Communication

A communicates message to B

B communicates interpretation of A’s message to C

C communicates interpretation of B’s interpretation of A’s message to D

Originator and ultimate recipient of message are separated by middle people

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COMMUNICATION

Figure 14.5Comparison of three patterns of organizational communication on the

variables of speed, accuracy, organization, emergence of leader, & morale.


COMMUNICATION

Interpersonal Communication in Organizations (con’t)

Informal Organizational Communication

Patterns of Informal Organizational Communication

Grapevine:

1. Springs up and is used irregularly within the organization

2. Is not controlled by top executives, who may not even be able to influence it

3. Exists largely to serve the self-interests of the people within it

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COMMUNICATION

Figure 14.6Four types of organizational grapevines

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COMMUNICATION

Interpersonal Communication in Organizations (con’t)

Encouraging Formal Organizational Communication

Listen attentively to messages that come through formal channels

Support flow of clear and concise statements through formal channels

Take care to ensure that all members have free access to formal channels

Assign specific communication responsibilities to staff personnel

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COMMUNICATION

Table 14.2 Ten Commandments for Good Listening

1. Stop talking! You cannot listen if you are talking.Polonius (Hamlet): “Give every man thine ear, but few thy voice.”

2. Put the talker at ease. Help the talker feel free to talk.This is often called establishing a permissive environment.

3. Show the talker that you want to listen. Look and act interested. Do not read your mail while he or she talks.Listen to understand rather than to oppose.

4. Remove distractions. Do not doodle, top, or shuffle papers.Will it be quieter if you shut the door?

5. Empathize with the talker. Try to put yourself in the talker’s place so that you can see his or her point of view.

6. Be patient. Allow plenty of time. Do not interrupt the talker.Do not start for the door to walk away.

7. Hold your temper. An angry person gets the wrong meaning from words.8. Go easy on argument and criticism. This puts the talker on the defensive. He or she may “clam up” or get

angry.Do not argue: even if you win, you lose.

9. Ask questions. This encourages the talker and shows you are listening.It helps to develop points further.

10. Stop talking! This is the first and last commandment, because all other commandments depend on it. You just can’t do a good listening job while you are talking. Nature gave us two ears but only one tongue, which is a gentle hint that we should listen more than we talk.

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Chapter Fourteen

Questions

Documents

Modern Management 9 th edition