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 14 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 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 manager’s job. Managers spend up to 85% of their time communicating.

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 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

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 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

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 Non-verbal communication: Kinesic Behavior: Body movements, gestures, facial expressions, eye movements and postures. Proxemics: The influence of proximity or space Paralanguage: the pitch, rate, tone, volume, and speaking pattern (i.e., use of silences, pauses, or hesitations) of one's voice Object Language: The communicative use of material things i.e. Clothing, Cosmetics, Furniture

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

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 Sender/receiver Encoding message Medium Decoding message Feedback Noise

8. Copyright  2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–8 INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSES Perceptual processes Attribution processes Semantics Cultural context Communication skills

9. Copyright  2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–9 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

10. Copyright  2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–10 Such judgments often form a basis for subsequent actions. We make causal judgments that are : Dispositional : internal causes) Situational : external causes. To make judgments we consider: consensus:: degree to which the behavior is similar to the way most people act in a given situation. Consistency: the degree to which an individual behaves the same way in a similar or same situation at other times: Distinctiveness: the degree to which an individual behaves differently in other situations.

11. Copyright  2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–11 SEMANTICS Semantic do not have same meaning for everyone. Study of meaning and choice of words: semantics Semantic net: “…network of words & meanings a person has available for recall” Semantic net: “…network of words & meanings a person has available for recall” Semantic block: “…blockages or communication difficulties arising from word choices” Includes the use of professional jargon Semantic block: “…blockages or communication difficulties arising from word choices” Includes the use of professional jargon

12. Copyright  2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–12

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 Communication skills: Effective communication Effective communication Active listening: ‘…listener actively participates in attempting to grasp facts & the speaker’s feelings’ Active listening: ‘…listener actively participates in attempting to grasp facts & the speaker’s 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

14. Copyright  2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–14 GROUP COMMUNICATION NETWORKS Communication network: Pattern of information flow among task-group members Centralised networks Decentralised networks

15. Copyright  2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–15 GROUP COMMUNICATION NETWORKS Chain Circle Y All-channel X X Centralised Decentralised X Wheel

16. Copyright  2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–16 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

17. Copyright  2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–17

18. Copyright  2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–18

19. Copyright  2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–19

20. Copyright  2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–20 ORGANISATIONAL COMMUNICATION CHANNELS Electronic communication Electronic mail Groupware Internet Voice mail Teleconferencing Videoconferencing