Managing Communication R. Daft, Management 9th edition, Chapter 16 Summer 2018 Seminar Communication for Management Ezra Sebastian Setio Kerubakaran

Setio, Keruba - Managing Communication Agenda Manager: communication champion People Organization Innovations R. Daft, Management 9th edition (2009) Nelson & Quick, Organizational Behavior (2013) Manager as a communication champion Communicating among people Organizational communication Innovations in organizational communication 2/23/2019 Setio, Keruba - Managing Communication

1. Manager: communication champion Strategic Conversations across hierarchy Example Marriott International CEO Bill Marriott blog Marriott on the Move 2/23/2019 Setio, Keruba - Managing Communication

Setio, Keruba - Managing Communication 2. People 2.1 Channels 2.2 Nonverbal 2.3 Listening 2/23/2019 Setio, Keruba - Managing Communication

Setio, Keruba - Managing Communication 2.1 Channels Channel richness Channel richness amount of information transmitted Select a channel to fit the message: - nonroutine ambiguous, personal -> rich channels - routine straightforward (data, statistics) -> e-mail 2/23/2019 Setio, Keruba - Managing Communication

Setio, Keruba - Managing Communication 2.2 Nonverbal (1/2) Paralanguage pitch, volume, tempo, tone Proxemics perception & use of space X O X Cooperation Non- Communication O X O Competition O Seating Dynamics 2/23/2019 Setio, Keruba - Managing Communication

2.2 Nonverbal (2/2) Kinesics body movements Facial, eye behavior Boss fails to acknowledge employee’s greeting No eye contact while communicating Manager sighs deeply Boss breathes heavily & waves arms He’s unapproachable! My opinion doesn’t count I wonder what he’s hiding? He’s angry! I’ll stay out of his way! Facial behavior smile is the only universal expression 2/23/2019 Setio, Keruba - Managing Communication

Setio, Keruba - Managing Communication 2.3 Listening (1/2) 2/23/2019 Setio, Keruba - Managing Communication

Setio, Keruba - Managing Communication 2.3 Listening (2/2) Summary 2. People Select the right channel, pay attention to nonverbal, be a good listener. 2/23/2019 Setio, Keruba - Managing Communication

Setio, Keruba - Managing Communication 3. Organization Communication channels: 3.1 Formal 3.2 Team 3.3 Personal 2/23/2019 Setio, Keruba - Managing Communication

Setio, Keruba - Managing Communication 3.1 Formal Drop-off Formal within chain of command / pre-defined task responsibility Indoctrination “The company thinks of its employees as family and invite everyone for annual picnic on June 10th” Drop-off loss of information / distortion Facilitate upward suggestion box, employee survey, open-door policy, face-to-face with executives 2/23/2019 Setio, Keruba - Managing Communication

Setio, Keruba - Managing Communication 3.2 Team Complex problems -> use teams -> members share info, decentralized structure, free flow of communication Routine tasks -> centralized, supervisor 2/23/2019 Setio, Keruba - Managing Communication

Setio, Keruba - Managing Communication 3.3 Personal Tips Build it before you need it Never eat lunch alone Win-win Diversity Summary 3. Organization Formal, team, personal. 2/23/2019 Setio, Keruba - Managing Communication

Setio, Keruba - Managing Communication 4. Innovations 4.1 Dialogue 4.2 Crisis communication 4.3 Email – dos & don’ts 4.4 Criticism 2/23/2019 Setio, Keruba - Managing Communication

Setio, Keruba - Managing Communication 4.1 Dialogue 2/23/2019 Setio, Keruba - Managing Communication

Setio, Keruba - Managing Communication 4.2 Crisis communication Focus Be visible Honest Future Example MasterFoods Australia 2005. An extortionist claimed to have placed 7 pesticide-contaminated Mars/Snickers bars. President “It’s not safe to eat Mars/Snickers”, recall products. Launched public relations campaign: interview president, company hotline, media access to burial 3 million candy. 2-month absence, cost $10 million. But reputation remained high. 1st week return, sales up 300 percent. 2/23/2019 Setio, Keruba - Managing Communication

Setio, Keruba - Managing Communication 4.3 Email – dos & don’ts Do Short & to-the-point Eye-catching subject For scheduling For sharing materials Don’t When face-to-face still possible Back-stabbing Sensitive information 2/23/2019 Setio, Keruba - Managing Communication

Setio, Keruba - Managing Communication 4.4 Criticism Why? to improve What? behaviors How? pre-arrange face-to-face, follow-up in writing Where? our place or theirs? When? time of day? What good ones first Where power symbol, depends on severity of problem, whether punishment needed Summary 4. Innovations Dialogue, crisis talk, email do/don’t, effective criticism. 2/23/2019 Setio, Keruba - Managing Communication

Setio, Keruba - Managing Communication Summary Manager as communication champion People channel selection, effective listening, focus on nonverbal Organization formal, team, personal Innovations dialogue, crisis talk, good email, effective criticism 2/23/2019 Setio, Keruba - Managing Communication