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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.

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Presentation on theme: "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."— Presentation transcript:

1 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

2 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

3 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 managers job. Managers spend up to 85% of their time communicating.

4 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

5 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

6 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)

7 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

8 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

9 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/receiver Encoding message Medium Decoding message Feedback Noise

10 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

11 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 PROCESSES Perceptual 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

12 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 PROCESSES Three stages of perception: Selecting Filtering of stimuli so that only some information gets our attention Organising Patterning of information to match familiar patterns Interpreting Giving meaning to selected and organised information

13 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

14 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

15 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 PROCESSES Attribution process Theory attempting to explain how individuals make judgments or attributions about the cause of anothers, 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.

16 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 PROCESSES Semantics Semantic net Network of words and word meanings a given individual has available for recall Semantic blocks Blockages or communication difficulties arising from word choices

17 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 context Culture 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

18 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 cultures Australia France Saudi China cultures Arabia

19 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 skills Active listening Feedback Giving & receiving Positive & negative feedback

20 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: …listener actively participates in attempting to grasp facts & the speakers feelings Active listening: …listener actively participates in attempting to grasp facts & the speakers 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

21 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

22 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 X X Centralised Decentralised X Wheel

23 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

24 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.

25 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 communication Filtering (deliberate or accidental) Upward communication Can be distorted by only favourable messages going up Managers dont encourage upward flow

26 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 CHANNELS Horizontal 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

27 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

28 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

29 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 mail Groupware Internet Voice mail Teleconferencing Videoconferencing

30 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 communication Verbal, non-verbal Individual communication & interpersonal processes Attribution process Semantics Cultural context Communication skills

31 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 communication Networks Organisational communication channels Vertical Horizontal Informal


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