1. Language Department, Office of General Education, Faculty of Hospitality Industry For Excellence in Hospitality Education Arj. Zeph Norrish Principles of Communication Chapter 9: Professional Communication, Groups, and Leadership

2. Principles of CommunicationSecond Semester 2013 Slide No. 2 SCOPE Chapter 9 Lecture and Discussion: Professional Communication Types, Group Situations, and Leadership Strategies Importance of Professionalism in Communicating Scenarios Involving Effective Leadership Chapter 9 Case Study Instructor Review Student Q&A

3. Principles of CommunicationSecond Semester 2013 Slide No. 3 9.3 Written Communication Electronic Correspondence, electronic mail, or e-mail, is appropriate for short, rapid communications. Unprofessional, informal email… Professional, formal email… From, To Subject Greeting Salutation Body Signature

4. Principles of CommunicationSecond Semester 2013 Slide No. 4 9.3 Written Communication A memorandum, or memo, is used to communicate specific information, usually within a department, or organization. Heading To From Date Subject Body Closing

5. Principles of CommunicationSecond Semester 2013 Slide No. 5 9.3 Written Communication Letters are the means of formal, professional communication with others outside an organization. Heading Addressee Date Subject Greeting Introduction Body Conclusion Closing Salutation Signature Addresser (your info)

6. Principles of CommunicationSecond Semester 2013 Slide No. 6 9.3 Written Communication One of the most frequent forms of written communication that you will use to complete assignments in your courses is the report, or paper. Basic Components of a Report - Introduction- Literature Review - Methods and Materials- Results - Discussion- Conclusions - Bibliography

7. Principles of CommunicationSecond Semester 2013 Slide No. 7 9.4 Citation Citation is the credit of the original author for a quotation, book, graph, chart. Look at this quotation citation… Here is an article, book, magazine, or Internet citation…

8. Principles of CommunicationSecond Semester 2013 Slide No. 8 9.5 Plagiarism When you do not cite your sources, or keep close track of your research process, you run the risk of plagiarizing. Plagiarism is presenting someone else’s ideas, work, or words as if they were your own.

9. Principles of CommunicationSecond Semester 2013 Slide No. 9 9.7 Teamwork in Small Groups Examples of permanent groups are… Teams of people who normally work together and who meet regularly to discuss quality and improvement issues Peer groups who meet regularly, such as all supervisors or all department managers or all senior managers Common interest groups, such as employees and particular customers, or employees and supplier representatives Examples of temporary groups are… Project teams which are set up within the organization to look at specific issues, or to develop a new product or process Project teams set up with customers or suppliers to look at and resolve specific problems, and which disband once the project is completed

10. Principles of CommunicationSecond Semester 2013 Slide No. 10 9.7.1 – Group Development Tuckman’s Team Development Model

11. Principles of CommunicationSecond Semester 2013 Slide No. 11 Emotional Intelligence: the ability to manage ourselves and our relationships effectively Self Awareness—understand your emotions, accurate self-assessment, self-confidence Self-Management—self-control, trustworthiness, conscientiousness, adaptability, achievement orientation, initiative Social Awareness—empathy, organizational awareness, service orientation Social Skill —vision, develop others, communication, conflict management, teamwork, collaboration EI is the best predictor of who will emerge as a leader.

12. Principles of CommunicationSecond Semester 2013 Slide No. 12 Leadership vs. Management Managers think incrementallyLeaders think radically Leaders stand out by being different. They question assumptions and are suspicious of tradition. They seek out truth and make decisions based on fact not prejudice Leaders are observant and sensitive people. They know their team and develop mutual confidence within it (Fenton) Managers do things right Managers follow the rules Leaders do the right thing Leaders follow their intuition

13. Principles of CommunicationSecond Semester 2013 Slide No. 13 Leadership vs. Management Based on Maslow’s ‘Hierarchy of Needs’, Macgregor (1960) proposed a of theory of: Low Order Needs – Theory X High Order Needs – Theory Y Macgregor proposed that Managers could use either approach with employees but the Theory Y approach PROVIDES BETTER RESULTS

14. Principles of CommunicationSecond Semester 2013 Slide No. 14 Theory X Theory X assumes that employees: Dislike working Avoid responsibility Have to be controlled, directed, forced Have NO AMBITION or MOTIVATION Want Only the Money!

15. Principles of CommunicationSecond Semester 2013 Slide No. 15 Theory Y Theory Y assumes that employees: Like working Want to be involved Can think for themselves Will find RESPONSIBILITY REWARDING Have good ideas Will COMMIT to organizational goals

16. Principles of CommunicationSecond Semester 2013 Slide No. 16 Leadership vs. Management In a nutshell, the difference between leadership and management is: Leadership is setting a new direction or vision for a group that they follow, ie: a leader is the spearhead for that new direction; Management controls or directs people/resources in a group according to principles or values that have already been established.

17. Principles of CommunicationSecond Semester 2013 Slide No. 17 9.8 Leadership Leadership is the quality of a person who guides or directs a group, and is concerned with control and power in a group. Groups fewer than 3 people are overworked and demotivated. Groups larger than 10 are underworked and perform poorly because each group member is expecting the other group members to do the work.

18. Principles of CommunicationSecond Semester 2013 Slide No. 18 9.8 Leadership There are three main perspectives on leadership… 1.First, some researchers believe some people are born with traits that will make them a good leader. 2.A second perspective is that the group's leader selects an appropriate leadership style for the given task. 3.A third way says that leaders are born with traits that make them good leaders, but that they also learn how to become a better leader.

19. Principles of CommunicationSecond Semester 2013 Slide No. 19 9.8 Leadership Now compare the different leadership styles: StyleApproach Good Leaders This approach says that people are born with traits that are Born make them effective leaders. One-Best StyleThis approach says one particular style of leadership is most effective. There are four main styles: Autocratic/Paternalistic: Leader uses authority to make decisions Democratic: Authority is shared Laissez-faire: The group makes its own decisions Abdacratic: No one in the group exercises leadership. Contextual This approach says that leaders are to some degree born with leadership traits, but that the situation, personalities of other group members, pressures on the group, and group norms also determine leadership. Situational Leadership

20. Principles of CommunicationSecond Semester 2013 Slide No. 20 Leadership & Management Exercise Match the Terms with their Definitions

21. Principles of CommunicationSecond Semester 2013 Slide No. 21 9.8 Leadership Conflict is to fight or contend, or to struggle against something or someone. But conflict is not always bad, even in groups, because it gives a group different points-of-view to work with. Identify the type of conflict: Relationship or Effective Conflict Task or Cognitive Conflict Process Conflict

22. Principles of CommunicationSecond Semester 2013 Slide No. 22 BREAK! Now, take a 30-minute break and then return to the class to work on your term paper focus. Enjoy! Take a break!

23. Principles of CommunicationSecond Semester 2013 Slide No. 23 Case Study Review Take 15-minutes to compare your case study summaries with a partner and create a revised idea to present.

24. Principles of CommunicationSecond Semester 2013 Slide No. 24 Handout Review You will now be given a handout with comprehension questions. Use the book and the notes you’ve taken to answer the questions as best as possible. You have 45-minutes to complete the handouts and return them to the instructor at the end of class.

25. Principles of CommunicationSecond Semester 2013 Slide No. 25 HOMEWORK! Go to the copy shop next to the canteen and get a copy of Unit 10: Public Speaking. Read Unit 10 and complete sections 10.1 Key Vocabulary and Chapter 10 Review: Case Study.