1. Welcome to AB140 Introduction to Management Unit 9 Seminar Communication

2. Agenda General Questions and Announcements Introduction Define Communication Identify Communications Problems to Avoid Identify methods for handling resistance to change Recap Unit 9 Coursework Conclusion of Seminar

3. Introduction The ability to communicate effectively is fundamental to a manager’s success. Communication concepts and practical guidelines are available to improve communication skills. Communication occurs through various channels, each with advantages and disadvantages. Managers have the task of motivating people to keep changing in response to new business challenges.

4. Communication How would you define communication?

5. Communication Communication - the transmission of information and meaning from one party to another through the use of shared symbols

6. Communication One-Way Communication - a process in which information flows in only one direction - from the sender to the receiver, with no feedback loop Two-Way Communication - a process in which information flows in two directions - the receiver provides feedback, and the sender is receptive to the feedback

7. Communication Pitfalls What do you think are some communication pitfalls?

8. Communication Pitfalls Perception - the process of receiving and interpreting information

9. Communication Pitfalls Filtering - the process of withholding, ignoring, or distorting information

10. Tactics to enhance effective communication: Verbal Behavior Nonverbal Behavior Accurate Interpretation Comprehension Design of Message

11. Verbal Behavior Clear, slow speech. 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.

12. Verbal Behavior Example Passive Verb – The new equipment is being researched by Jack. Active Verb – Jack is researching the new equipment.

13. Nonverbal Behavior Visual restatements. 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.

14. Accurate Information Silence. Do not jump in to fill the silence. Intelligence. Do not equate poor grammar and mispronunciation with lack of intelligence Differences. If unsure, assume difference, not similarity.

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

16. Design Breaks. 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.

17. Motivation Encouragement. 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.

18. Encouraging Change In your opinion, do you think that people are generally resistant to change in the workplace? Why?

19. Why People Resist Change Inertia: Don’t want to disturb status quo Timing: Employees may be stressed or relationship with management strained Surprise: Sudden change leads to reflexive resistance Peer Pressure: If work team resist new idea then individual feels pressure Self-Interest: Care more about own best interest over organization’s best interest Misunderstanding: May not see how change fits strategy

20. Encouraging Change What actions can an organization, or manager, take to break down any resistance to change?

21. Approaches to Encourage Cooperation Education and communication - educate before change occurs - communicate nature of change and logic - listening and feedback Participation and involvement - involve people in design and implementation Facilitation and support - make change as easy as possible - provide training; empower people - be understanding

22. Approaches to Encourage Cooperation Negotiation and rewards - restructure rewards to reinforce direction of change Manipulation and cooptation - cooptation: give resisting individual desirable role in change process Explicit and implicit coercion - punishment or threat of punishment for resistance Managers must lead change.

23. Methods for Managing Resistance to Change

24. Leading Change

25. Recap In this seminar, we have discussed: -Define Communication/ Questions and Answers -Identify Communications Problems to Avoid/ Questions and Answers -Identify methods for handling resistance to change/ Questions and Answers

26. Unit 9 Coursework Reading: Chapter 12 and 14. Web readings. Discussion: “Communication Pitfalls” causes a problem at Sandwich Blitz, Inc. How could this have been avoided? Assignment: “Leading Change” at Sandwich Blitz by implementing the 8 steps in Chapter 14, Figure 14.3 Review: 10 multiple choice questions

27. Thank you for attending!