1. MGT492: Managing People & Organizations : Communicating for Results (contd.) Lecture 22: Chapter 11: Communicating for Results (contd.) Instructor: Dr. Aisha Azhar COMSATS Virtual Campus

2. Last lecture overview Group Development Stages and Leadership Meeting Leadership Skills – Planning versus conducting meetings – Handling Problem Members Chapter 11: Communicating for Results Organizational Communication The Communication Process 2

3. Major Communication Barriers Exhibit 11–3 3

4. 4

5. Message Transmission Channels

6. 11–6 Oral Communications Advantages – Easier – Faster – Encourages feedback Disadvantages – Less accurate – Leaves no permanent record

7. 11–7 Nonverbal Communications Nonverbal Communication – Includes messages sent without words. – Setting (physical surroundings) – Body language Facial expressions Vocal quality (how said, not what said) Gestures Posture – Disadvantage Can be misinterpreted by receiver.

8. 11–8 Written Communications Advantages – More accurate – Provides a permanent record Disadvantages – Takes longer – Hinders feedback

9. 11–9 Selecting the Message Transmission Channel Media Richness – The amount of information and meaning conveyed through a channel. Oral channels (e.g., face-to-face) are the richest channels, useful for sending difficult and unusual messages. Written channels are less rich, useful for simple and routine messages. Combined channels are best used for important messages that must be attended to.

10. 11–10

11. 11–11 Sending Messages Planning the Message – What is the goal of the message? – Who should receive the message? – How should the message be sent? – When should the message be sent? – Where should the message be sent?

12. 11–12 The Face-to-Face Message-Sending Process Model 11–1 1.Develop rapport. 2.State your communication objective. 3.Transmit your message. 4. Check receiver’s understanding. 5.Get a commitment and follow up.

13. 11–13 Checking Understanding: Feedback Feedback – The process of verifying messages. Paraphrasing – The process of having the receiver restate the message in his or her own words. Feedback Problems – Receivers feel ignorant. – Receivers are ignorant. – Receivers are reluctant to point out sender’s ignorance.

14. 11–14 Checking Understanding: Feedback How to Get Feedback – Be open to feedback There are no dumb questions. – Be aware of nonverbal communication Make sure your nonverbal communication encourages feedback. – Ask questions Don’t take action before checking on message. – Use paraphrasing Check the receiver’s interpretation of your message.

15. 11–15 The Message-Receiving Process Exhibit 11–5

16. 11–16 Response Styles Exhibit 11–6

17. 11–17 Response Styles Advising – Providing evaluation, personal opinion, direction, or instructions. Diverting – Switching the focus of the communication. Probing – Asking the sender for more information. Reassuring – Responding to reduce the intensity of emotions. Reflecting – Paraphrasing the message to indicate acceptance and understanding.

18. 11–18