Presentation is loading. Please wait.

Presentation is loading. Please wait.

UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning.

Similar presentations


Presentation on theme: "UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning."— Presentation transcript:

1 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 1 FOUNDATIONS OF MANAGEMENT Fall 2008 Reading Assignment Chapter Thirteen, pp

2 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 2 Communication and Management Communication –The sharing of information between two or more individuals or groups to reach a common understanding.

3 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 3 Process by which information is exchanged and understood by two or more people, usually with the intent to motivate or influence behavior Means to share, not "to speak" or "to write" Includes listening and feedback. TRANSFER OF MEANING Communication

4 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 4 Kinds of Communication Communication Process Formal Communication Channels Coaching and Counseling Coaching and Counseling Nonverbal Communication Nonverbal Communication Informal Communication Channels Informal Communication Channels

5 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 5 The Communication Process Phases of the Communication Process: –Transmission phase in which information is shared by two or more people. –Feedback phase in which a common understanding is assured.

6 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 6 Sender Encode Transmit Decode Receiver Noise Any barrier to communication Feedback Communications Model

7 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 7 The Communication Process Figure 13.2

8 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 8 The Communication Process 1.The sender is unsure what message to communicate 2.The message is not clearly encoded 3.The wrong channel is chosen 4.The message is improperly decoded 5.The receiver lacks experience or time Noise occurs if:

9 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 9 Basic Perception Process Basic Perception Process Perception Problems Perception Problems Perceptions of Others Perceptions of Others Self-Perception Perception as Noise

10 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 10 Basic Perception Process Perception is the process by which individuals make sense of their world Perceptual filters –how people experience stimuli –personality-, psychology-, or experience- based differences

11 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 11 Basic Perception Process Stimulus Attention Perceptual Filter Organization Perceptual Filter Interpretation Perceptual Filter Retention PerceptualFilter

12 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 12 Perception Problems Selective perception –notice and accept stimuli which are consistent with our values and beliefs –ignore inconsistent stimuli Closure –tendency to fill in the gaps when information is missing –we assume that what we dont know is consistent with what we do know

13 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 13 Perception of Others Attribution theory –we have a need to understand others behavior –we want to know the causes of others behavior Causes can be internal or external attributions –the behavior was voluntary or under their control –the behavior was involuntary and beyond their control

14 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 14 Attribution Bias and Error Defensive Bias Defensive Bias Fundamental Attribution Error

15 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 15 Self-Perception We also evaluate ourselves and our environment Self-serving bias –attribute successes to ourselves - internal –attribute failures to the environment - external

16 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 16 Kinds of Communication Formal Communication Channels Coaching and Counseling Coaching and Counseling Nonverbal Communication Nonverbal Communication Informal Communication Channels Informal Communication Channels

17 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 17 Formal Communication Channels The system of official channels Downward communication –top down Upward communication –bottom up Horizontal –within a level

18 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 18 Information Richness The amount of information that a communication medium can carry The extent to which the medium enables the sender and receiver to reach a common understanding

19 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 19 Channel richness is the amount of information that can be transmitted –Face-to-face communication is the richest medium –Standard computer reports are the lowest in richness. Channel Richness

20 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 20 Communication Media Face-to-Face –Has highest information richness. –Can take advantage of verbal and nonverbal signals. –Provides for instant feedback –As an example, Management by Walking Around (MBWA)

21 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 21 Management by Wandering Around Face-to-face communication technique in which a manager walks around a work area and talks informally with employees about issues and concerns

22 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 22 Communication Media Spoken Communication Electronically Transmitted –Has the second highest information richness. Telephone conversations are information rich with tone of voice, senders emphasis, and quick feedback, but provide no visual nonverbal cues.

23 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 23 Communication Media Personally Addressed Written Communication –Has a lower richness than the verbal forms of communication, but still is directed at a given person. –Excellent media for complex messages requesting follow-up actions by receiver

24 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 24 Communication Media Impersonal Written Communication –Has the lowest information richness. Good for messages to many receivers where little or feedback is expected (e.g., newsletters, reports)

25 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 25 Information Richness of Channels Information Channel Information Richness Face-to-face discussion Highest High Moderate Low Lowest Telephone conversations Written letters/memos (individually addressed) Formal written documents (unaddressed bulletins or reports) Formal numeric documents (printouts, budget reports) RICH LEAN

26 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 26 Decrease reliance on downward communication Increase chances for upward communication Encourage much greater use of horizontal communication Be aware of communication problems Improving Formal Communication

27 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 27 Kinds of Communication Coaching and Counseling Coaching and Counseling Nonverbal Communication Nonverbal Communication Informal Communication Channels Informal Communication Channels

28 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 28 Informal Communication Channels Transmitting messages outside the formal communication channels The grapevine Can be highly accurate –information is timely –senders seek feedback –accuracy can be verified

29 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 29 Managing Organizational Grapevines Dont withhold information from it Dont punish those who use it Feed information to it Use it as a source of information

30 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 30 Informal Communication Channels GossipChainClusterChain

31 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 31 Kinds of Communication Coaching and Counseling Coaching and Counseling Nonverbal Communication Nonverbal Communication

32 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 32 Coaching and Counseling Coaching –communicating with someone for the direct purpose of improving the persons performance dont wait too long dont get angry Counseling –communicating with someone about non- job related issues –issues may be affecting a persons performance

33 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 33 Employee Assistance ProgramsCounseling Child Care Senior Care LegalServices HealthLifestyles Pet Care FinancialServices EmployeeAssistancePrograms

34 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 34 Kinds of Communication Nonverbal Communication Nonverbal Communication

35 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 35 Nonverbal Communication Any communication that doesnt involve words Kinesics –body and face movements Paralanguage –the pitch, tone, rate, volume, and speaking pattern of a persons voice

36 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 36 Managing One-on-One Communication Choosing the right communication medium Being a good listener Giving effective feedback Improving cross-cultural communication

37 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 37 Organizational Authority and status levels Specialization of task functions by members Different goals Status relationships among members Individual Conflicting assumptions Semantics Emotions Barriers to Communication

38 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 38 Status and power differences between lower and higher levels Differences across departments of needs and goals The communication flow may not fit the group's or organization's task Formal channels may not be available for upward, downward, and horizontal communications. Organizational Barriers

39 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 39 Include problems with emotions and perceptions held by employees –Selecting the wrong channel for sending a message –Semantics –Sending inconsistent cues between verbal and nonverbal. Individual Barriers - Interpersonal

40 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 40 Regulate the flow of information Encourage feedback Simplify the language used in the message Listen actively Restrain negative emotions Use nonverbal cues Use the grapevine and informal networks Overcoming Barriers to Communication

41 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 41 Individual Skill –Active listening –Redundancy –Select the appropriate channel for the message –Make a special effort to understand each other's perspective –Managers should practice MBWA. Overcoming Communication Barriers

42 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 42 Organizational Actions –Create a climate of trust and openness –Encourage the use of multiple channels including formal and informal communications –The organizational structure should fit communication needs. Overcoming Communication Barriers

43 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 43 Choosing the Right Communication Medium The method used to deliver a message Oral communication –from face-to-face to video conferencing –a rich, popular medium Written communication –from letters to –good for conveying information

44 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 44 Listening HearingversusListening ActiveListening EmpatheticListening

45 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 45 Levels of Listening Ignoring –not listening at all Pretending –Yeah. Uh-huh Selective Listening –hearing only parts of the conversation Attentive Listening –paying attention and focusing energy on the words being said Empathic Listening

46 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 46 Becoming an Active Listener Clarify responses –ask questions to clear up ambiguities Paraphrase responses –restating speakers comments in your own words Summarize responses –review the speakers main points

47 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 47 Becoming an Empathic Listener Show your desire to understand –listen first –talk about whats important to the other Reflecting feelings –focus on the emotional part of the message –more than just restating words

48 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 48 Clarifying, Paraphrasing, and Summarizing Responses Clarifying Paraphrasing Summarizing Could you explain that again? I dont understand what you mean Im confused. Would you run through that again? Im not sure how …. What youre really saying is …. If I understand you correctly …. So your perspective is that …. In other words …. Tell me if Im wrong, but what youre saying is …. Let me summarize …. Okay, your main concerns are …. Thus far, youve discussed …. To recap what youve said ….

49 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 49 Giving Feedback Destructive Feedback Constructive Feedback

50 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 50 Making Feedback Effective Give immediate feedback –dont delay feedback –discuss performance while the memory is vivid Make feedback specific –focus on definite behavior and time-frame –make sure behavior was controllable Make feedback problem-oriented –focus on behavior not personality

51 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College Familiarize yourself with a cultures work norms 2. Know whether a culture is emotionally affective or neutral 3. Understand address terms and attitudes toward time Improving Cross-Cultural Communication

52 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 52 Affective and Neutral Cultures In Affective Cultures 1.Thoughts and feelings are revealed through verbal and nonverbal communication 2.Feelings of tension are expressed and shown 3.Emotions flow easily, intensely, and without inhibition 4.Heated, animated, and intense expressions of emotion are admired 5.People are used to touching, gesturing, and showing strong facial expressions of emotions 6.People make statements with emotion

53 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 53 Affective and Neutral Cultures 1.Thoughts and feelings are not revealed 2.Feelings of tension are hidden and shown only accidentally in person or face-to-face 3.Emotions are suppressed, leading to occasional explosions 4.Remaining cool, calm, and relaxed is admired 5.Physical contact such as touching, gesturing, and strong facial expressions are considered taboo 6.People often make statements in an unexpressive manner In Neutral Cultures

54 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 54 Monochronic Cultures People… Do one thing at a time Concentrate on the job Take time commitments seriously Are committed to the job Adhere religiously to plans Respect privacy and private property Are accustomed to short-term relationships Emphasize promptness

55 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 55 Polychronic Cultures People… Do many things at once Are highly distractible and subject to interruptions Are committed to people Change plans easily and often Are more concerned with relationships than with privacy Frequently borrow and lend things Vary promptness by the relationship Tend to build lifetime relationships

56 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 56 Cross-Cultural Temporal Concepts Appointment time –how punctual you must be Schedule time –time when projects should be completed Discussion time –how much time should be spent in discussions Acquaintance time »how much small-talk is required

57 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 57 Communication and Management Importance of Good Communication –Increased efficiency in new technologies and skills –Improved quality of products and services –Increased responsiveness to customers –More innovation through communication

58 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 58 Becoming an Effective Communicator Managers and their subordinates can become effective communicators by: –Selecting an appropriate medium for each messagethere is no one best medium. –Considering information richness A medium with high richness can carry much more information to aid understanding.

59 UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning as a Decision-Making Activity UNIT 5 – Domestic and International Issues in Planning UNIT 6 – Organization – Design and Culture UNIT 7 – Staffing UNIT 8 – Communication The Communication Process Noise - Perception as Noise Kinds of Communication - Formal, Information Richness - Informal, Grapevine - Counseling and Coaching - Non-Verbal Communications Barriers to Communication - Overcoming Barriers Cross-Cultural Communications UNIT 9 – Direction - Teams and Group Processes UNIT 10 – Motivation UNIT 11 – Leadership UNIT 12 – Control UNIT 13 - POM/MIS/DSS FOUNDATIONS OF MANAGEMENT UNIT 8 - Communication Copyright © 2008 by Dr. Eliot S. Elfner, St. Norbert College 59 FOUNDATIONS OF MANAGEMENT Fall The End Dr. Eliot S. Elfner Professor of Business Administration St. Norbert College


Download ppt "UNIT I – Introduction to Management UNIT 2 – International Management and Diversity UNIT 3 – Managerial Ethics and Social Responsibility UNIT 4 – Planning."

Similar presentations


Ads by Google