© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury. 1 CHAPTER 14 MANAGERIAL COMMUNICATION

© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury. 2 LECTURE OUTLINE Nature of managerial communication Individual communication & Interpersonal processes Group communication Organisational communication channels

© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury. 3 Managerial communication Communication: Exchange of messages between people to achieve common meanings. Verbal: Written or oral use of words to communicate. Non-verbal: Communication by means of elements and behaviours that are not coded into words.

© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury. 4 Managerial communication

© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury. 5 Communication process Sender/receiver Encoding message Medium Decoding message Feedback Noise

© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury. 6 Individual communication Interpersonal processes Perceptual processes Attribution process Semantics Cultural context Communication skills

© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury. 7 Individual communication Interpersonal processes Perceptual processes Process 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

© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury. 8 Individual communication Interpersonal processes Attribution process Theory attempting to explain how individuals make judgements or attributions about the cause of another’s or, their own, behaviour. Fundamental attribution error: Tendency to underestimate situational influences & to overestimate dispositional influences. Self-serving bias: Attributing oneself as responsible for successes & others for failures.

© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury. 9 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.

© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury. 10 Individual communication Interpersonal processes Cultural context: High-context cultures ‘…emphasise establishing & strengthening relationships in communication while exchanging Information’ Examples: Asia, China High-context cultures ‘…emphasise establishing & strengthening relationships in communication while exchanging Information’ Examples: Asia, China Low-context cultures ‘…emphasis is on information exchange & less focussed on building relationships by Communication’ Examples: Germany, NZ, Australia Low-context cultures ‘…emphasis is on information exchange & less focussed on building relationships by Communication’ Examples: Germany, NZ, Australia

© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury. 11 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

© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury. 12 Group communication networks Communication network: Pattern of information flow among task-group members.

© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury. 13 Group communication networks Chain Circle Y All-channel X X Centralised Decentralised X Wheel

© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury. 14 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

© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury. 15 Organisational communication channels Vertical communication: Lateral or diagonal message exchange either within work unit boundaries, involving peers, reporting to the same supervisor, or across work-units boundaries, involving individuals who report to different supervisors or, across work unit boundaries.

© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury. 16 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.

© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury. 17 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 discouraging of horizontal communication

© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury. 18 Organisational communication channels Informal communication: 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.

© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury. 19 Organisational communication channels Electronic communication Electronic mail Groupware Internet Voice mail Teleconferencing Videoconferencing

© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury. 20 Lecture summary Nature of managerial communication –Verbal, non-verbal Individual communication & interpersonal processes –Attribution process –Semantics –Cultural context –Communication skills

© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury. 21 Lecture summary Group communication Networks Organisational communication channels Vertical Horizontal Informal