1. Welcome to MT140 Introduction to Management Unit 9 Seminar – Effective Communication and Managing Change TOOLS FOR CLASS: Unit 8 & 9 Reading This seminar is being recorded

2. CONGRATULATIONS! To All, As we enter our final week of class; it is a time to pause and to congratulate yourself on your victory. Although this is a first step, it is so very important. Others started this class but quickly were unable to make the sacrifices in time and effort to do this. Still others grew tired after a few weeks since this is not an instant victory and they too, dropped out along the way. This leaves you and the rest of this class! Congratulations! You now have proven to yourselves that you can successfully do this. I am so very proud of you all.

3. Agenda Review of Unit 8 General Questions and Announcements Introduction Define Communication/ Questions and Answers Identify Communications Problems to Avoid/ Questions and Answers Identify methods for handling resistance to change/ Questions and Answers Recap Unit Assignment Q & A Conclusion of Seminar

4. Chapter 8 – Corporate Social Responsibility Give some examples from the last unit….

5. Review Unit 8:Corporate Social Responsibility Ethical Responsibility – Meeting society’s ethical expectations. Legal Responsibility – Obeying the laws. Economic Responsibility – To create value for the customer by providing goods and services at a price that perpetuates the business and satisfies investors. Philanthropic Responsibilities – Additional behaviors that society finds desirable and that are congruent with the business’ values.

6. Review Unit 8: What is Corporate Sustainability? Economic growth that meets the organization’s present needs without harming the ability of future generations to meet their needs.

7. Review Unit 8: Managing Diversity Involves recruiting, training, promoting, and utilizing to full advantage individuals with different backgrounds, beliefs, capabilities, and cultures. Understanding and deeply valuing employee differences to build a more effective and profitable organization. Valuing the connections that arise and develop between diverse employees.

8. Any questions ?

9. Communication: 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.

10. Define communication: -How would you define communication? -What is the difference between one-way and two-way communication?

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

12. Seminar Item 2 Identify communication problems to avoid

13. Interpersonal Communication Pitfalls Perception - the process of receiving and interpreting information Filtering - the process of withholding, ignoring, or distorting information

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

15. 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.

16. 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.

17. UNIT 9 COMMUNICATION - DISCUSSION Lei received a quick phone call from one of the location managers about replacing some equipment. She agreed in principle that the equipment should be replaced but mentioned that Dalman was investigating another source for the equipment and perhaps they should wait until she and Dalman had reached a decision. Two weeks later, Lei received an invoice for the new equipment! Visibly angry, she called the manager to inquire why he had ordered the equipment after their conversation. The manager stated that Lei had agreed that the equipment needed to be replaced. He was adamant that this was what he heard Lei say. The equipment was expensive and Dalman was hoping to order several pieces from one source to maximize discounts per unit.

18. UNIT 9 DISCUSSION…CONTINUED Based on the section on “Watch out for communication pitfalls” beginning on page 275 of Chapter 12, Unit 9 Reading, describe some ways that Lei could have avoided this situation. Can you name some terminology that would be appropriate for this discussion topic?

19. Question What special challenges do Internet technology such as email, blogs, wikis, etc. present to communication? What are some things we can do to address these?

20. Any questions ?

21. MANAGING CHANGE Resistance to change -In your opinion, do you think that people are generally resistant to change? -What are some factors that impact a person’s degree of acceptance to change?

22. Methods for Managing Resistance to Change

23. Leading Change

24. Unit 9 – Managing Change - Assignment Good news! Sandwich Blitz has experienced in increase in customers due to strategic decisions. Bad news! The employees are overwhelmed and Dalman and Lei don’t feel that hiring more employees is the answer. Instead, they want to set up an ecustomer order system so that customers can order electronically and valuable employee time isn’t spent on this process. Question 1: Based on this information alone and the previous topic… what do you think is going to be the biggest problem Dalman and Lei face?

25. Unit 9 Assignment….Continued Question 2: Explain how each of the eight essential activities for leading change can be implemented to lead the organization in the adoption of the new technology. Refer to figure 14.3 on page 338. Question 3: Discuss what Dalman and Lei have to do to lead their managers, employees, and customers, to be successful in this new technological venture.. Format: Number your paper 1, 2, 3. On question 2, you will also have 8 subparts…so number 1-8 and make sure you identify each step using the specific terminology from the unit.

26. Any questions ?

27. Thank You for Joining Me This Evening! Good Night All!