1. Leadership - communication
Management
Leadership - communication

2. Useful vocabulary communication message encoding channel decoding
communication process
noise
nonverbal communication
lateral
diagonal
communication networks
grapevine
body language
verbal intonation
filtering
selective perception
information overload
jargon
active listening
formal
informal
downward
upward

3. Today’s lecture We will:
Define the nature and function of communication
Compare and contrast methods of interpersonal communication
Identify barriers to effective interpersonal communication and how to overcome them
Explain how communication can flow most effectively in organisations
Describe how technology affects managerial communication and organisations
Discuss contemporary issues in communication

4. What Is Communication?
Communication - the transfer and understanding of meaning.
Transfer means the message was received in a form that can be interpreted by the receiver.
Understanding the message is not the same as the receiver agreeing with the message.
Interpersonal communication - communication between two or more people.
Organisational communication - all the patterns, networks, and systems of communications within an organisation.

6. Activity How good at communicating are you?
The aim of this game is to get your partner to make an exact copy of your drawing!
“Charades” is also a popular game

7. Functions of Communication
Control
Formal and informal communications act to control individuals’ behaviours in organisations.
Motivation
Communications clarify for employees what is to be done, how well they have done it, and what can be done to improve performance.

8. Functions of Communication (2)
Emotional Expression
Social interaction in the form of work group communications provides a way for employees to express themselves.
Information
Individuals and work groups need information to make decisions or to do their work.

9. Interpersonal communication (1)
Communication process - the seven elements involved in transferring meaning from one person to another.
Noise - any disturbances that interfere with the transmission, receipt, or feedback of a message.

10. Interpersonal Communication (2)
Message - a purpose to be conveyed.
Encoding - converting a message into symbols.
Channel - the medium a message travels along.
Decoding - retranslating a sender’s message.

11. Exhibit 15-1: The Interpersonal Communication Process

12. Communication Process
The Sender – initiates message
Encoding – translating thought to message
The Message – what is communicated
The Channel – the medium the message travels through
Decoding – the receiver’s action in making sense of the message
The Receiver – person who gets the message
Noise – things that interfere with the message
Feedback – a return message regarding the initial communication

13. 以訛傳訛
I will give you a message written in english. You can only whisper it to the person next to you once!
By the time it gets to the final person in the class, they must write down what they think they were told – even if it sounds silly!

14. Nonverbal Communication
Nonverbal communication - communication transmitted without words.
Body language - gestures, facial configurations, and other body movements that convey meaning.
Verbal intonation - an emphasis given to words or phrases that conveys meaning.

15. Comparison of communication methods (1)

16. Comparison of communication methods (2)

17. Comparison of communication methods (3)

18. Comparison of communication methods (4)

19. Activity
What are the advantages and disadvantages of each of the forms of communication tools?

20. Barriers to Communication
Filtering - the deliberate manipulation of information to make it appear more favorable to the receiver.
Information overload - occurs when information exceeds our processing capacity.
Jargon - specialised terminology or technical language that members of a group use to communicate among themselves.
Selective perception - People selectively interpret what they see on the basis of their interests, background, experience, and attitudes
Emotions - How a receiver feels at the time a message is received will influence how the message is interpreted

21. Active Listening
Active listening - listening for full meaning without making premature judgments or interpretations.

22. Active listening behaviours

23. Activity
When is active listening used? Give examples of situations where you would find active listening.
Do you find active listening easy or difficult? Why?

24. Formal Versus Informal Communication
Formal communication - communication that takes place within prescribed organisational work arrangements.
Informal communication - communication that is not defined by the organisation’s structural hierarchy.

25. Direction of communication (1)
Downward communication - communication that flows downward from a manager to employees.
Upward communication - communication that flows upward from employees to managers.

26. Direction of communication (2)
Lateral communication - communication that takes place among any employees on the same organisational level.
Diagonal communication - communication that cuts across work areas and organisational levels.

27. Directions of communication
Downward
Upward
Lateral
What examples of this type of communication have you experienced at University?

28. Organisational communication networks
Communication networks - the variety of patterns of vertical and horizontal flows of organisational communication.
Grapevine - the informal organisational communication network. Why is this important?

29. The Grapevine (rumours)
Three main Grapevine characteristics
Informal, not controlled by management
Perceived by most employees as being more believable and reliable than formal communications
Largely used to serve the self-interests of those who use it
Results from:
Desire for information about important situations
Ambiguous conditions
Conditions that cause anxiety
Insightful to managers
Serves employee’s social needs

30. Reducing rumours Announce timetables for making important decisions
Explain decisions and behaviors that may appear inconsistent or secretive
Emphasize the downside, as well as the upside, of current decisions and future plans
Openly discuss worst-case possibilities—they are almost never as anxiety-provoking as the unspoken fantasy

31. Organisational communication networks

32. Workplace design & communication
Open workplaces - workplaces with few physical barriers and enclosures.
Enclosed workplaces – with many rooms and barriers between spaces

33. Ethical Communication
Ethical communication - communication that includes all relevant information, is true in every sense, and is not deceptive in any way.
Omitting information, offering misleading information – this is considered unethical communication

34. Impact of internet communication
Legal and security issues
Inappropriate use of company and instant messaging
Loss of confidential and proprietary information due to inadvertent or deliberate dissemination or to hackers
Lack of personal interaction
Being connected is not the same as face-to-face contact
Difficulties occur in achieving understanding and collaboration in virtual environments

35. Communication and Customer Service
Communicating effectively with customers
Recognise the three components of the customer service delivery process:
The customer
The service organisation
The service provider
Develop a strong service culture focused on the personalisation of service to each customer.
Listen and respond to the customer.
Provide access to needed service information.

36. The cost of poor communication
Failed communication can be costly. Consider this example of The Accident Group:
and the Cerner Corporation:

37. Cultural Implications
Cross-cultural factors increase communication difficulties
Cultural Barriers:
Semantics: some words aren’t translatable
Word Connotations: some words imply multiple meanings beyond their definitions
Tone Differences: the acceptable level of formality of language
Perception Differences: language affects worldview
Cultural Context:
The importance of social context to meaning
Low-context cultures (like the U.S.) rely on words for meaning
High-context cultures gain meaning from the whole situation

38. Activity
What impact will qq and wiichat and Facebook have on how people communicate in the workplace?
What are the negatives and positives of using Social Media?

39. Summary Today: What communication is Informal and formal communication
Model of communication
Issues around communication
Tomorrow:
Leadership – being a leader

40. Reading
Please read Chapter 17 before tomorrow’s lecture.