1. Management Challenges
Communication Techniques
Unit 3

2. The Interpersonal Nature of Organizations
Much of what goes on in organizations results from interactions among people
Interpersonal Dynamics: can be positive or negative
Outcomes of Interpersonal Behaviours: outcomes include:
satisfying needs,
gaining social support,
accomplishing goals,
or creating conflict

3. Communication and the Manager’s Job
Communication is the process of transmitting information from one person to another
Effective communication is the process of sending a message so that the message received is as close in meaning as possible to the message intended

4. Process of Interpersonal Communication
Semantic problems
Absence of feedback
Improper channels
Physical distractions
Status effects
Cultural differences
Noise
Receiver
Sender
Decodes
Perceived meaning
Encodes
Intending meaning
Message/Channel
Feedback/Channel

5. Common Communication Networks
WHEEL Y
CHAIN

6. Common Communication Networks
CIRCLE
ALL-CHANNEL

7. Forms of Organizational Communication
Vertical Communication
Upward Communication – consists of messages from subordinates to superiors

8. Forms of Organizational Communication
Vertical Communication
Downward Communication – occurs when information flows from superiors to subordinates

9. Forms of Organizational Communication
Horizontal Communication
employees at the same level of the org.; facilitates co-ordination and helps in problem solving
Electronic Communications
Includes , texting, teleconferences, cell phones, and telecommunicating

10. Interpersonal Communication Oral Form
Advantages
Promotes feedback and interchange
Is easy to use
Disadvantages
May suffer from inaccuracies
Leaves no permanent record
Seldom time for thoughtful response

11. Interpersonal Communication Written Form
Advantages
Tends to be more accurate
Provides a record of the communication
Disadvantages
Inhibits feedback and interchange
Is more difficult and time consuming

12. Informal Communication in Organizations
The Grapevine
Is the informal communication network that can permeate an entire organization.

13. Informal Communication in Organizations
Nonverbal Communication
communication that does not use words
Images
Settings
Body Language

14. Improving Communication Effectiveness
listening skills
Encourage two-way communication
Be aware of language and meaning
Maintain credibility
Be sensitive to the receiver’s perspective

15. Improving Communication Effectiveness
Organizational Skills
Follow up
Regulate information flows
Understand the richness of different media

16. Richness of Communication Channel
Low
Richness
Impersonal
One-way
Fast
High
Richness
Personal
Two-way
Slow
Postings,
E-bulletins
texting,
letters ,
Voic
Telephone,
E-meetings
Face-to-face
meetings

17. Perception
The process through which people receive and interpret information from the environment.
People can perceive the same things or situations differently.
People behave on the basis of their perceptions.

18. Perception
I'm having a frustrating time with contract administration right now. This one customer is having issue after issue and I can't seem to stop the bleeding. I want to strangle someone so I need a break. Not a good sign seeing as it's only day 2.

19. A Matter of Perspective
What do YOU see?

20. A Matter of Perspective
What do YOU see?

21. A Matter of Perspective
What do YOU see?

22. A Matter of Perspective
What do YOU see?

23. A Matter of Perspective
What do YOU see?

24. A Matter of Perspective
What do YOU see?

25. A Matter of Perspective
What do YOU see?

26. Bias in the Media
September 1, 1983: A Soviet interceptor plane blows up a Korean passenger jet. The New York Times Editorial, “Murder in the Air”:
“There is no conceivable excuse for any nation shooting down a harmless airliner… no circumstance whatever justifies attacking an innocent plane.”

30. Bias in the Media
July 3, 1988: US forces blow up an Iranian passenger jet. The New York Times Editorial?
“While horrifying, it was nonetheless an accident… the onus for avoiding such accidents in the future rests on civilian aircraft: avoid combat zones, fly high, acknowledge warnings.”

31. Perception and Communication
Sender’s
Perceptions
SENDER
Receiver’s
RECEIVER
Feedback
Message
Perceptual Distortions
Stereotypes
Halo Effects
Selective Perception

32. More and Less Effective Listening Skills
More Effective Listening
Active, Focused
Pays attention
Asks questions
Keeps open mind
Assimilates information
Less Effective Listening
Passive, laid back
Easily distracted
Asks no questions
Has preconceptions
Disregards information