1. Welcome to MT140 Introduction to Management Unit 9 Seminar Communication

2. Agenda General Questions and Announcements Introduction Define Communication Identify Communications Problems to Avoid Identify methods for handling resistance to change Recap Conclusion of Seminar

3. 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.

4. Communication Communication - the transmission of information and meaning from one party to another through the use of shared symbols (Figure 12.1 on page 274) 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

5. Interpersonal Communication Pitfalls Perception - the process of receiving and interpreting information Filtering - the process of withholding, ignoring, or distorting information “The single biggest problem with communication is the illusion that it has taken place.” G. B. Shaw

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

7. Verbal Behavior Clear, slow speech -- Enunciate each word. Do not use colloquial (informal, casual) expressions. Repetition -- Repeat each important idea using different words to explain the same concept. Simple sentences -- Avoid compound, long sentences. Active verbs -- Avoid passive (inactive) verbs.

8. 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.

9. Accurate Interpretation Silence -- Do not jump in to fill the silence. Intelligence -- Do not equate poor grammar and mispronunciation with lack of intelligence Differences -- If unsure, assume difference, not similarity.

10. Comprehension Understanding -- Do not just assume that they understand Checking comprehension -- Have colleagues repeat their understanding of the material back to you.

11. Design Breaks -- Take more frequent breaks. Small modules -- Divide the material to be presented into smaller modules. Longer time frame -- Allocate more time for each module than you usually need for presenting the same material to native speakers of your language.

12. Motivation Encouragement -- Verbally and nonverbally encourage and reinforce speaking by nonnative-language participants. Drawing out -- Explicitly draw out marginal and passive participants. Reinforcement -- Do not embarrass novice speakers.

13. Electronic Media Advantages – sharing of more information…..fast….. efficient…..convenient…..ease of accessibility. Disadvantages – difficulty of solving complex problems…..lack of face-to-face interaction…..not suitable for confidential information…..electronic overload.

14. Managing Change Change happens, constantly and unpredictably. The success of most change efforts requires shared leadership. People must be not just supporters of change but also implementers. People must be motivated to change.

15. Identify methods for handling 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?

16. Reasons for resistance….. Inertia – don’t disturb the status quo. Timing – poor timing, people not receptive. Surprise – initial reflexive reaction. Peer pressure – team may band together to resist. Self-interest – change will cause them to lose something of value.

17. Reasons for resistance….. Misunderstanding – change is unclear. Different assessments – information not the same for management and employees. Management tactics – change is too glorified.

18. Approaches to Encourage Cooperation Education and communication Participation and involvement Facilitation and support Negotiation and rewards Manipulation and cooptation Explicit and implicit coercion Managers must lead change.

19. Methods for Managing Resistance to Change

20. Leading Change

21. Thank You for Attending!