Welcome to AB140 Unit 9 - Communication Michael B. McKenna.

Unit 9 Objectives Identify communications problems to avoid Describe when and how to use various communication channels Understand the steps of effective decision making

Interpersonal Communication Communication The transmission of information and meaning from one party to another through the use of shared symbols

Interpersonal Communication The sender initiates the process by conveying information to the receiver —the person for whom the message is intended. The sender has a meaning he or she wishes to communicate and encodes the meaning into symbols (the words chosen for the message). Then the sender transmits, or sends, the message through some channel, such as a verbal or written medium.

Interpersonal Communication The receiver decodes the message (e.g., reads it) and attempts to interpret the sender’s meaning. The receiver may provide feedback to the sender by encoding a message in response to the sender’s message.

Interpersonal Communication Noise interference in the system blocks perfect understanding. Examples of Noise ringing telephones thoughts about other things simple fatigue or stress.

One-Way versus Two-Way Communication One-way communication A process in which information flows in only one direction—from the sender to the receiver, with no feedback loop.

A Model of One-Way Communication Figure 12.1

One-Way versus Two-Way Communication A process in which information flows in two directions—the receiver provides feedback, and the sender is receptive to the feedback.

One-Way versus Two-Way Communication A process in which information flows in two directions—the receiver provides feedback, and the sender is receptive to the feedback.

Communication Pitfalls Perception The process of receiving and interpreting information Filtering The process of withholding, ignoring, or distorting information

Oral Communication Advantages Disadvantages Questions can be asked and answered Feedback is immediate and direct More persuasive It can lead to spontaneous, ill-considered statements (and regret) There is no permanent record of it

Written Communication Disadvantages Advantages Message can be revised several times Permanent record that can be saved Message stays the same even if relayed through many people Receiver has more time to analyze the message Sender has no control over where, when, or if the message is read Sender does not receive immediate feedback Receiver may not understand parts of the message

Information Overload

Electronic Media Web 2.0 A set of Internet-based applications that encourage user-provided content and collaboration social networking, podcasts, RSS, and wikis

Advantages of Electronic Communication The sharing of more information The speed and efficiency in delivering routine messages to large numbers of people across vast geographic areas Can reduce time and expenses devoted to traveling, photocopying, and mailing

Disadvantages of Electronic Communication Difficulty of solving complex problems that require more extended, face-to-face interaction Inability to pick up subtle, nonverbal, or inflectional clues about what the communicator is thinking or conveying Electronic messages sometimes are monitored or seen inadvertently by those for whom they are not intended

Virtual Office Virtual office A mobile office in which people can work anywhere, as long as they have the tools to communicate with customers and colleagues.

Media Richness Media richness The degree to which a communication channel conveys information.

Nonverbal Skills Use time appropriately Make your office arrangement conducive to open communication Remember your body language

Listening Reflection Process by which a person states what he or she believes the other person is saying

Ten Keys to Effective Listening Find an area of interest Judge content, not delivery Hold your fire Listen for ideas Be flexible Resist distraction Exercise your mind. Keep your mind open Capitalize on thought speed Work at listening

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

Nonverbal Behavior Visual restatements Gestures Demonstrations 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.

Accurate Information Silence Intelligence Differences Do not jump in to fill the silence. Intelligence Do not equate poor grammar and mispronunciation with lack of intelligence Differences and mispronunciation with lack of intelligence

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

Design Breaks Small modules Longer time frame 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.

Motivation Encouragement Drawing out Reinforcement 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.

Effective Communication Ensure receivers attend to the message they are sending Consider the other party’s frame of reference and communication with that viewpoint Take steps to minimize perceptual errors and improper signals Send consistent messages

Boundarylessness Boundaryless organization Organization in which there are no barriers to information flow implies information available as needed moving quickly and easily enough so that the organization functions far better as a whole than as separate parts.

Informal Communication Grapevine the social network of informal communications. provides people with information helps them solve problems teaches them how to do their work successfully

Organizational Communication Horizontal communication Information shared among people on the same hierarchical level allows sharing of information, coordination, and problem solving among units helps solve conflicts provides social and emotional support to people.

Suggested Media Choices for Sample Situations Advantages Flexible and efficient channels Reduce time and expenses Ability to work virtually Availability of “richer” media for complex or critical messages Disadvantages Difficulty in solving some complex problems Less suitable for confidential information, conflict management, and negotiating Electronic overload

Change “During the last two to three years, we have experienced more change than this company has ever experienced.” Sharon Rues Pettid, HR Manager, Mutual of Omaha

Why do people resist change?

Why do people resist change? Inertia - Don’t disrupt what works Timing - People are busy or under stress, not a good time to implement change Surprise - You don’t want change to be unexpected or sudden Peer pressure - If your co-workers resist, you may too! Self-interest - Put self in front of company interests Misunderstanding - Clearly communicate the change! Different assessments - Don’t provide all of the information needed to feel good about change. Management normally has more information than the employees Management tactics - How the change is implemented by management.

Leading Change

Assignment Questions and Answers There are three graded assignments in Unit 9: Review Quiz Discussion Assignment Communications Pitfalls – Lei and a Location Manager, Chapter 12, page 265. Dropbox Assignment Managers must Lead Change – Application of Eight Steps to Leading Change in implementing new order processing system, Figure 14.3. Are there questions concerning how you are expected to complete and submit these assignments?

Important! All Late Work Must Be Handed In By the End of Unit 9 No late work will be accepted or graded after Unit 10. All previous units will be closed at the end of Unit 10. Make any arrangements NOW if you have any zeros in your grade book. I am available to help if needed.

Next week will be Unit 10 – Global management: Quiz and Discussion Board! There will be: An active Class Discussion for Unit 10. We will have a 40 point Quiz We will not have a Drop Box Writing Assignment! We will not have a Unit 10 Seminar!

Questions