Management Communication

Contents: Lecture 1 Basics of Communication Lecture 2 Management & Communication Lecture 3 Organizational Communication Lecture 4 Listening Lecture5 Oral Communication Lecture 6 Negotiation Lecture 7 Interviews Lecture 8 Meetings Lecture 9 Written Communication Lecture 10 Non-verbal Communication Lecture 11 Cross-cultural Communication Lecture 12 Management communication of Future Organizations

References 《管理沟通指南》 MARY MUNTER 著. 钱小军等译. 清 华大学出版社 《管理沟通 — 理论与实践的交融》查尔斯 · E · 贝 克著. 康青等译. 中国人民大学出版社. Prentice Hall 《管理沟通 — 理念与技能》魏江编著. 科学出版社 《商务与管理沟通》 ( 第六版 ) KITTY O.LOCKER 著. 康青等译. 机械工业出版社 “ Communication for Managers ” (sixth edition). Sigband & Bell. International Thomson Publishing. 1994

Pedagogy: Lecture Classroom discussion & activity Role play Case study

Evaluation : Classroom performance Individual work Group work Final exam

3As Course Objectives Awareness Attitude Action

Two Stories ： Jack and Rose Message: “Wait for me at the usual place on 8/6 in the coming year. ” “Communication Failure by the Distinguished” Albert:“Who is it?” Queen:“This is the Queen.” Albert:“Who is it?” Queen: “This is Victoria.” Albert:“Who is it?” Queen: “This is your wife.”

Some People Have It That: “Communication is not difficult, we are communicating everyday, aren’t we?” “I have told him, so I have communicated with him.” “I have told them, but they failed to understand me.” “Only when I want to communicate, there will be communication.”

Implication of Communication What is intended to say What is said What is heard What is interpreted What is responded

Basics of Communication

Definition Process of passing and understanding information and knowledge Way to learn others’ thought, feeling, opinion and view of values, two-way effort Lubricant for effective operation of the system

7 Basic Elements of Communication Source Audience Goal Context Message Channel Feedback

Source Strategy What is your communication objective:”As a result of this communication, my audience will...”? What communication style do you choose: tell, sell, consult, or join? What is your credibility: rank, goodwill, expertise, image, shared values?

Audience Strategy Who are they: primary, secondary, gatekeeper, opinion leader, key decision-maker? How can you analyze them: as individuals? As a group? What do they know: necessary background information and new information, expectations for style, channel, and format? What do they feel: interest level, probable bias, hard or easy for them?

Goal To inform To instruct To get approval To keep the relation

Message Strategy How can you emphasize: direct or indirect? How can you organize a strategic message?

Communication Channel Oral communication (face-to-face, telephone, meeting, presentation) Written communication (memos, letters, reports, bulletin boards, posters,computer/ s, fax) Non-verbal communication (vocal quality, facial expression, gesture, posture)

Communication Context Psychological context Physical context Social context Cultural context

Basic Communication Model Channel Receiver Encoding Noise Decoding Sender Feedback

Communication Style Low High Low High Audience involvement Join Consult Sell Tell Content control

When to use the tell/sell style You have sufficient information You do not need to hear others’ opinions, ideas or inputs You need or want to control the message content yourself

When to use the consult/join style You do not have sufficient information You need to hear others’ opinions, ideas, or inputs You need or want to involve your audience in coming up with the message content

Common Barriers to Communication Time and place Interruption during the transmission Limit of resources Semantics problem Differences in perception Inappropriate language Inattention by either party Lack of trust

Strategies to Communication Barriers Choose suitable time and place Ask Be honest and sincere Respect Learn more

To Reflect on the Following Q’s: What is the definition of communication? Explain the basic elements of communication. Describe the basic communication process. What is the basic communication style?

Group Activity Recall from past experience any encounter with others What kind of communicative style did you use Did you use it effectively or you might have used another style