1. Recreation and Leisure Services Management: Communication Lecture 27: November 14, 2001

2. Question to consider Where would you place recreation and leisure in Maslow’s hierarchy? Physiological Needs Social Needs Self-actualization Needs Esteem Needs Safety Needs

3. Today’s lecture l Objective is –Understand the nature and importance of communication within the organizational framework

4. What is communication “The act of imparting information, especially news”. (Oxford Dictionary, 1974) “The purpose of communication is to get that person to do something you want them to do, or to think in a way that is similar with your way of thinking.” (Slevin, 1991, 170) “Management is the practice of getting others to do what you want done, communication is the method of accomplishing this.” (Slevin, 1991, 170)

5. The nature of communication l Communication is a combination of stimuli (inputs), perception and behavior (outputs). It is operationalized in a variety of forms: –Verbal –Written –Nonverbal –Formal –Informal In small & large groups

6. We filter information l Affected by many variables –How we feel physically –How we feel emotionally –Our values –First impressions –Stereotypes –Halo effects –Subliminal issues –Selective perception

7. As a result l Know yourself l Know others l Manage your image

8. Communication l 5 R’s of transmission –Reason –Reduction –Redundancy –Readback –Record l 5 R’s of reception –Record –Readback –Redundancy –Reduction –Reason (Source; Slevin, 1991)

9. The message itself written communication l Use the 5 R’s of transmission l Provide a road map l Keep sentences simple (KSS principle) l Use correct grammar l Avoid jargon l Write at the level of the reader l State assumptions clearly & early l Make recommendations specific & operational l Use headings, sub- headings & bullets (Source; Slevin, 1991)

10. The message itself public speaking l Use the 5 R’s of transmission l Provide listener with a roadmap l Establish contact l Use language at level of audience l Avoid unnecessary jargon l Make use of your body l Speak with expression l Speak loudly enough to be heard l Use pauses effectively l Use AV aids l Speak slowly l Keep it simple l Know your audience l Use examples l Use humor l Lead the audience (Source; Slevin, 1991)

11. The message itself interpersonal communication l Use the 5 R’s of communication l Establish a comfortable situation l Establish contact l React to the listener l Be attuned to non- verbal cues l Listen actively l Make the communication interactive l Match the tome of voice to the message l Know when to stop (Source; Slevin, 1991)

12. Corporate Communication l Internal l External

13. Forms of internal communication l Individual –Telephone/ voice mail –Memos & letters –Pay packet enclosures –Performance appraisal –Meetings (formal and informal) –Email l Group/ company-wide –Telephone/ voice mail –Memos & letters –Meetings –Newsletters and brochures –Slogans –Email, web sites and Intranets

14. ICP l Identify the common culture needed l Identify the available communications tools –Paper-based –Management behavior –Staff to management forums –Policies and procedures –Training l Determine which tools are suited for which goals l Develop a description of how each tool will be used l Plan for remediation l Plan for implementation l Implement l Continuously monitor and revise (Source: Bacal, R (2001) http://www.escape.ca/~rbacal/comstrat.htm )http://www.escape.ca/~rbacal/comstrat.htm

15. External Communications l Business related –Suppliers & Purchasers l Reception & voice mail l Meetings l Memos & letters l Emails l Websites l Image-based/marketing –Suppliers, vendors & General public l Advertisements l Press releases l Articles & promotions l Brochures & Websites Largely the external communication plan = the marketing plan

16. The challenge of the future l Access and disseminate more information l Scan & analyze larger amounts of data l Implement more & different ways of doing business (e-commerce, web TV) l Increase the speed of communication resulting in faster response time & decision making l Increase results orientation & accountability in communication Next lecture: Friday –Joe Lyman: Leadership