1. Managing Communication
R. Daft, Management 9th edition, Chapter 16
Summer 2018
Seminar Communication for Management
Ezra Sebastian Setio
Kerubakaran

2. Setio, Keruba - Managing Communication
Agenda
Manager: communication champion
People
Organization
Innovations
R. Daft, Management 9th edition (2009)
Nelson & Quick, Organizational Behavior (2013)
Manager as a communication champion
Communicating among people
Organizational communication
Innovations in organizational communication
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Setio, Keruba - Managing Communication

3. 1. Manager: communication champion
Strategic Conversations across hierarchy
Example Marriott International CEO Bill Marriott blog Marriott on the Move
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2. People
2.1 Channels 2.2 Nonverbal 2.3 Listening
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2.1 Channels
Channel richness
Channel richness amount of information transmitted
Select a channel to fit the message:
- nonroutine ambiguous, personal -> rich channels
- routine straightforward (data, statistics) ->
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2.2 Nonverbal (1/2)
Paralanguage
pitch, volume, tempo, tone
Proxemics perception & use of space
X O X
Cooperation
Non-
Communication
O X O
Competition O
Seating Dynamics
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Setio, Keruba - Managing Communication

7. 2.2 Nonverbal (2/2) Kinesics body movements Facial, eye behavior
Boss fails to acknowledge employee’s greeting
No eye contact while communicating
Manager sighs deeply
Boss breathes heavily & waves arms
He’s
unapproachable!
My opinion
doesn’t count
I wonder what
he’s hiding?
He’s angry! I’ll
stay out of his way!
Facial behavior smile is the only universal expression
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Setio, Keruba - Managing Communication

8. Setio, Keruba - Managing Communication
2.3 Listening (1/2)
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2.3 Listening (2/2)
Summary 2. People
Select the right channel, pay attention to nonverbal, be a good listener.
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3. Organization
Communication channels: 3.1 Formal 3.2 Team 3.3 Personal
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3.1 Formal
Drop-off
Formal within chain of command / pre-defined task responsibility
Indoctrination “The company thinks of its employees as family and invite everyone for annual picnic on June 10th”
Drop-off loss of information / distortion
Facilitate upward suggestion box, employee survey, open-door policy, face-to-face with executives
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3.2 Team
Complex problems -> use teams -> members share info, decentralized structure, free flow of communication
Routine tasks -> centralized, supervisor
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3.3 Personal
Tips
Build it before you need it
Never eat lunch alone
Win-win
Diversity
Summary 3. Organization
Formal, team, personal.
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4. Innovations
4.1 Dialogue 4.2 Crisis communication 4.3 – dos & don’ts 4.4 Criticism
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4.1 Dialogue
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4.2 Crisis communication
Focus
Be visible
Honest
Future
Example MasterFoods Australia An extortionist claimed to have placed 7 pesticide-contaminated Mars/Snickers bars.
President “It’s not safe to eat Mars/Snickers”, recall products. Launched public relations campaign: interview president, company hotline, media access to burial 3 million candy.
2-month absence, cost $10 million.
But reputation remained high. 1st week return, sales up 300 percent.
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4.3 – dos & don’ts Do
Short & to-the-point
Eye-catching subject
For scheduling
For sharing materials
Don’t
When face-to-face still possible
Back-stabbing
Sensitive information
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4.4 Criticism
Why? to improve What? behaviors How? pre-arrange face-to-face, follow-up in writing Where? our place or theirs? When? time of day?
What good ones first
Where power symbol, depends on severity of problem, whether punishment needed
Summary 4. Innovations
Dialogue, crisis talk, do/don’t, effective criticism.
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Summary
Manager as communication champion
People channel selection, effective listening, focus on nonverbal
Organization formal, team, personal
Innovations dialogue, crisis talk, good , effective criticism
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