1. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–1 CHAPTER 14 MANAGERIAL COMMUNICATION

2. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–2 LECTURE OUTLINE Nature of managerial communication Influences on individual communication and interpersonal processes Group communication networks Organisational communication channels

3. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–3 MANAGERIAL COMMUNICATION Nature of communication: Exchange of messages between people to achieve common meanings. Unless meanings are shared, managers cannot influence others. Therefore communication is critical to a manager’s job. Managers spend up to 85% of their time communicating.

4. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–4 MANAGERIAL COMMUNICATION Types of communication: Verbal: Written or oral use of words to communicate Non-verbal: Communication by means of elements and behaviours that are not coded into words

5. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–5 MANAGERIAL COMMUNICATION Written (verbal) communication: Forms Letters, memos, reports, newsletters, manuals Advantages Provides a record, easily circulated, time to consider content Disadvantages Cost, poor writing skills, unintended effect, impersonality

6. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–6 MANAGERIAL COMMUNICATION Non-verbal communication: Kinesic behaviour (body language) Proxemics (proximity and space) Paralanguage (vocal aspects) Object language (use of objects to communicate)

7. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–7 MANAGERIAL COMMUNICATION

8. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–8 MANAGERIAL COMMUNICATION Components of communication: Sender Encoding Message Receiver Decoding Noise Feedback

9. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–9 MANAGERIAL COMMUNICATION Sender/receiver Encoding message Medium Decoding message Feedback Noise

10. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–10 INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSES Perceptual processes Attribution processes Semantics Cultural context Communication skills

11. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–11 INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSES Perceptual processes: Processes individuals use to acquire and make sense out of information from the environment Three stages: Selecting, organising, interpreting Distortions: Stereotyping, halo effect, projection, perceptual defence

12. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–12 INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSES Three stages of perception: Selecting Filtering of stimuli so that only some information gets our attention Organising Patterning of information to match familiar patterns Interpreting Giving meaning to selected and organised information

13. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–13 INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSES Distortions: Stereotyping Tendency to attribute characteristics to an individual on the basis of an assessment of the group to which they belong Halo effect Tendency to use a general impression based on one or a few characteristics of an individual

14. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–14 INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSES Distortions: Projection Tendency of an individual to assume others share their thoughts, feelings and characteristics Perceptual defence Tendency to block out or distort information one finds threatening

15. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–15 INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSES Attribution process Theory attempting to explain how individuals make judgments or attributions about the cause of another’s, or their own, behaviour Fundamental attribution error: Tendency to underestimate situational influences and to overestimate dispositional influences. Self-serving bias: Attributing oneself as responsible for successes and others for failures.

16. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–16 INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSES Semantics Semantic net Network of words and word meanings a given individual has available for recall Semantic blocks Blockages or communication difficulties arising from word choices

17. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–17 INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSES Cultural context Culture also influences communication and interpersonal processes. High-context cultures Emphasis in communication is the establishment & strengthening of relationships Low-context cultures Emphasis is on exchanging information

18. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–18 INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSES Low- Germany USA S. America Asia High- context cultures Australia France Saudi China cultures Arabia

19. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–19 INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSES Communication skills Listening skills Active listening Feedback Giving and receiving Positive and negative feedback

20. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–20 INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSES Communication skills: Effective communication Effective communication Active listening: ‘…listener actively participates in attempting to grasp facts & the speaker’s feelings’ Active listening: ‘…listener actively participates in attempting to grasp facts & the speaker’s feelings’ Feedback: both giving & receiving is important. Deal with ‘…specific, observable behaviour, not generalities.’ Importance of seeking customer feedback Feedback: both giving & receiving is important. Deal with ‘…specific, observable behaviour, not generalities.’ Importance of seeking customer feedback

21. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–21 GROUP COMMUNICATION NETWORKS Communication network: Pattern of information flow among task-group members Centralised networks Decentralised networks

22. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–22 GROUP COMMUNICATION NETWORKS Chain Circle Y All-channel X X Centralised Decentralised X Wheel

23. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–23 ORGANISATIONAL COMMUNICATION CHANNELS Communication channels: Patterns of organisational communication flow representing potential established conduits through which managers and other organisation members can send and receive information Vertical communication Horizontal communication Informal communication

24. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–24 ORGANISATIONAL COMMUNICATION CHANNELS Vertical communication: Message exchange between two or more levels of the organisational hierarchy… Downwards and upwards

25. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–25 ORGANISATIONAL COMMUNICATION CHANNELS Vertical communication: Downward communication Can be distorted by faulty message due to sender error Managers overuse downward communication Filtering (deliberate or accidental) Upward communication Can be distorted by ‘only’ favourable messages going up Managers don’t encourage upward flow

26. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–26 ORGANISATIONAL COMMUNICATION CHANNELS Horizontal communication: Lateral or diagonal message exchange within work-unit boundaries, involving peers reporting to the same supervisor, or across work-unit boundaries, involving individuals who report to different supervisors. Impeding factors: Rivalry Indifference to work of others Low motivation due to discouragement of horizontal communication

27. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–27 ORGANISATIONAL COMMUNICATION CHANNELS Informal communication (grapevine): Communication which takes place without regard to hierarchical or task requirements Problems: Can carry gossip/distorted information Benefits: Valuable tool for continuation/propagation of culture

28. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–28 ORGANISATIONAL COMMUNICATION CHANNELS Using electronics to communicate: Electronic mail systems Voice mail Teleconferencing Videoconferencing

29. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–29 ORGANISATIONAL COMMUNICATION CHANNELS Electronic communication Electronic mail Groupware Internet Voice mail Teleconferencing Videoconferencing

30. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–30 LECTURE SUMMARY Nature of managerial communication Verbal, non-verbal - managerial preferences Components of the communications process Sender, encoding, message, receiver, decoding, noise, feedback Individual communication and interpersonal processes Attribution process Semantics Cultural context Communication skills - listening, feedback

31. Copyright  2008 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 5e by Bartol, Tein, Matthews, Sharma Slides prepared by Rob Lawrence, Victoria University (Australia) 14–31 LECTURE SUMMARY cont’d Group communication Networks Organisational communication channels Vertical Horizontal Informal Use of electronic systems