1. Management Challenges

2. What We Will Be Looking At  Communication  Conflict Management  Stress Management  Motivation

3. The Communication Process  Firstly…what is communication?  It is the process of sending and receiving symbols with meanings attached.  We need:  A sender  A message  A communication channel  A receiver

4. The Communication Process “Who?” “says what?” “in what way?” “to whom?” “with what result?”

5. What is Effective Communication?  Effective communication is simply when the message is understood.  Efficient communication occurs at a minimum cost (time, money, energy spent, etc).

6. Persuasion and Credibility in Communication  Sometimes, communication is not about simply being “heard.”  A lot of the time we want to convince the receiver to think or act a certain way.  Persuasion is giving a message in a way to causes the other person to support it.  For persuasion to happen, managers should be credible. -Credibility through expertise -Credibility through relationships.

7. Communication Barriers  Communication is two-way.  Effort and skill is needed by both parties.  Noise is anything that gets in the way of the effectiveness of the communication process. -Poor choice of channels, poor written or oral expression, failure to recognize non-verbal signals, physical distractions, status effects.

8. Poor Choice of Channels  A communication channel is the way that the sender transmits the message.  Written is good for simple messages. They are easy and fast.  Spoken is good for complex messages. They are also more personal.

9. Poor Written or Oral Expression  The receiver needs to understand the message.  You have to write/speak for the audience.  Do not use unnecessary words.  “Substantial economies were effected in this division by increasing the time interval between distribution of data-eliciting forms to business entities.”

10. How to make a successful presentation  Be prepared  Set the right tone  Sequence points  Support your points  Accent the presenation  Add the right amount of polish  Check your technology  Don’t bet on the internet  Be professional.

11. Failure to Recognize Non-verbal Signals  Communication can be verbal or non-verbal. What are some things we can do non-verbally to communicate?  Non-verbal communication uses gestures and body language to communicate a message.  Mixed messages occur when words communicate something differently than the non-verbal cues.

12. Physical Distractions  All sorts of things get in the way of communication.  Phone calls, interruptions, visitors, etc.  When communicating with a member of your team, you should set time out to minimize distractions.

13. Status Effect  Sometimes employees do not want to give the facts to a boss.  They are afraid of consequences.  Do not want to disappoint them.  Filtering is the intentional changing of information to make it look better to the recipient.  In other words, we are “telling the boss what they want to hear, not what they should hear.”