1. Welcome to AB140
Unit 9 - Communication
Michael B. McKenna.

2. Unit 9 Objectives Identify communications problems to avoid
Describe when and how to use various communication channels
Understand the steps of effective decision making

3. Interpersonal Communication
Communication The transmission of information and meaning from one party to another through the use of shared symbols

4. Interpersonal Communication
The sender initiates the process by conveying information to the receiver —the person for whom the message is intended.
The sender has a meaning he or she wishes to communicate and encodes the meaning into symbols (the words chosen for the message).
Then the sender transmits, or sends, the message through some channel, such as a verbal or written medium.

5. Interpersonal Communication
The receiver decodes the message (e.g., reads it) and attempts to interpret the sender’s meaning.
The receiver may provide feedback to the sender by encoding a message in response to the sender’s message.

6. Interpersonal Communication
Noise
interference in the system
blocks perfect understanding.
Examples of Noise
ringing telephones
thoughts about other things
simple fatigue or stress.

7. One-Way versus Two-Way Communication
One-way communication
A process in which information flows in only one direction—from the sender to the receiver, with no feedback loop.

8. A Model of One-Way Communication
Figure 12.1

9. One-Way versus Two-Way Communication
A process in which information flows in two directions—the receiver provides feedback, and the sender is receptive to the feedback.

10. One-Way versus Two-Way Communication
A process in which information flows in two directions—the receiver provides feedback, and the sender is receptive to the feedback.

11. Communication Pitfalls
Perception
The process of receiving and interpreting information
Filtering
The process of withholding, ignoring, or distorting information

12. Oral Communication Advantages Disadvantages
Questions can be asked and answered
Feedback is immediate and direct
More persuasive
It can lead to spontaneous, ill-considered statements (and regret)
There is no permanent record of it

13. Written Communication
Disadvantages
Advantages
Message can be revised several times
Permanent record that can be saved
Message stays the same even if relayed through many people
Receiver has more time to analyze the message
Sender has no control over where, when, or if the message is read
Sender does not receive immediate feedback
Receiver may not understand parts of the message

14. Information Overload

15. Electronic Media
Web 2.0
A set of Internet-based applications that encourage user-provided content and collaboration
social networking, podcasts, RSS, and wikis

16. Advantages of Electronic Communication
The sharing of more information
The speed and efficiency in delivering routine messages to large numbers of people across vast geographic areas
Can reduce time and expenses devoted to traveling, photocopying, and mailing

17. Disadvantages of Electronic Communication
Difficulty of solving complex problems that require more extended, face-to-face interaction
Inability to pick up subtle, nonverbal, or inflectional clues about what the communicator is thinking or conveying
Electronic messages sometimes are monitored or seen inadvertently by those for whom they are not intended

18. Virtual Office Virtual office
A mobile office in which people can work anywhere, as long as they have the tools to communicate with customers and colleagues.

19. Media Richness Media richness
The degree to which a communication channel conveys information.

20. Nonverbal Skills Use time appropriately
Make your office arrangement conducive to open communication
Remember your body language

21. Listening
Reflection
Process by which a person states what he or she believes the other person is saying

22. Ten Keys to Effective Listening
Find an area of interest
Judge content, not delivery
Hold your fire
Listen for ideas
Be flexible
Resist distraction
Exercise your mind.
Keep your mind open
Capitalize on thought speed
Work at listening

23. Verbal Behavior Clear, slow speech Repetition Simple sentences
Enunciate each word. Do not use colloquial expressions.
Repetition
Repeat each important idea using different words to explain the same concept.
Simple sentences
Avoid compound, long sentences.
Active verbs
Avoid passive verbs.

24. Nonverbal Behavior Visual restatements Gestures Demonstrations
Use as many visual restatements as possible, such as pictures, graphs, tables, and slides.
Gestures
Use more facial and appropriate hand gestures to emphasize the meaning of words.
Demonstrations
Act out as many themes as possible.
Pauses - Pause more frequently.
Summaries
Hand out written summaries of your verbal presentation.

25. Accurate Information Silence Intelligence Differences
Do not jump in to fill the silence.
Intelligence
Do not equate poor grammar
and mispronunciation with
lack of intelligence
Differences
and mispronunciation with lack
of intelligence

26. Comprehension Understanding Checking comprehension
Do not just assume that they
understand
Checking comprehension
Have colleagues repeat their
understanding of the material back
to you

27. Design Breaks Small modules Longer time frame
Take more frequent breaks
Small modules
Divide the material to be presented into smaller modules.
Longer time frame
Allocate more time for each module than you usually need for presenting the same material to native speakers of your language.

28. Motivation Encouragement Drawing out Reinforcement
Verbally and nonverbally encourage and reinforce speaking by nonnative-language participants.
Drawing out
Explicitly draw out marginal and
passive participants.
Reinforcement
Do not embarrass novice speakers.

29. Effective Communication
Ensure receivers attend to the message they are sending
Consider the other party’s frame of reference and communication with that viewpoint
Take steps to minimize perceptual errors and improper signals
Send consistent messages

30. Boundarylessness Boundaryless organization
Organization in which there are no barriers to information flow
implies information available as needed moving quickly and easily enough so that the organization functions far better as a whole than as separate parts.

31. Informal Communication
Grapevine
the social network of informal communications.
provides people with information
helps them solve problems
teaches them how to do their work successfully

32. Organizational Communication
Horizontal communication
Information shared among people on the same hierarchical level
allows sharing of information, coordination, and problem solving among units
helps solve conflicts
provides social and emotional support to people.

33. Suggested Media Choices for Sample Situations
Advantages
Flexible and efficient channels
Reduce time and expenses
Ability to work virtually
Availability of “richer” media for complex or critical messages
Disadvantages
Difficulty in solving some complex problems
Less suitable for confidential information, conflict management, and negotiating
Electronic overload

34. Change
“During the last two to three years, we have experienced more change than this company has ever experienced.”
Sharon Rues Pettid, HR Manager, Mutual of Omaha

35. Why do people resist change?

36. Why do people resist change?
Inertia - Don’t disrupt what works
Timing - People are busy or under stress, not a good time to implement change
Surprise - You don’t want change to be unexpected or sudden
Peer pressure - If your co-workers resist, you may too!
Self-interest - Put self in front of company interests
Misunderstanding - Clearly communicate the change!
Different assessments - Don’t provide all of the information needed to feel good about change. Management normally has more information than the employees
Management tactics - How the change is implemented by management.

37. Leading Change

38. Assignment Questions and Answers
There are three graded assignments in Unit 9:
Review Quiz
Discussion Assignment
Communications Pitfalls – Lei and a Location Manager, Chapter 12, page 265.
Dropbox Assignment
Managers must Lead Change – Application of Eight Steps to Leading Change in implementing new order processing system, Figure 14.3.
Are there questions concerning how you are expected to complete and submit these assignments?

39. Important! All Late Work Must Be Handed In By the End of Unit 9
No late work will be accepted or graded after Unit 10. All previous units will be closed at the end of Unit 10. Make any arrangements NOW if you have any zeros in your grade book. I am available to help if needed.

40. Next week will be Unit 10 – Global management: Quiz and Discussion Board!
There will be:
An active Class Discussion for Unit 10.
We will have a 40 point Quiz
We will not have a Drop Box Writing Assignment!
We will not have a Unit 10 Seminar!

41. Questions