1. >>DEPARTMENT OF MANAGEMENT AND MARKETING Communication for successful business

2. >>DEPARTMENT OF MANAGEMENT AND MARKETING Communication defined Communication is any behaviour, verbal or nonverbal, that is seen/heard/felt by another person. It may include Knowledge, feelings or thoughts Meaning is given to this message as the receiver interprets the message.

3. >>DEPARTMENT OF MANAGEMENT AND MARKETING Communication People Successful People are communication-oriented. They show empathy, awareness, and concern for others. They are aware of their own concerns and needs. They use good listening skills. They are open, approachable and supportive of others.

4. >>DEPARTMENT OF MANAGEMENT AND MARKETING Types of communication 1.Verbal communication (using words) 2.Nonverbal communication (using facial expressions, body movement, posture and dress) 3.Graphic communication (using shapes, diagrams pictures, images and lines)

5. >>DEPARTMENT OF MANAGEMENT AND MARKETING Forms of communication Intrapersonal communication - communication within yourself (conversations in your mind, emotions, dreaming, etc) Interpersonal communication - communication with another person (inter = between) one to one Group communication - communication with members of a group, one to many. May be a private group or public group. Mass communication - communication in TV, radio, newspapers and the Internet, to inform, entertain or persuade us.

6. >>DEPARTMENT OF MANAGEMENT AND MARKETING The communication process Communication is an interactive process. It has seven main elements: 1.Sender 2.Message 3.Receiver 4.Feedback 5.Channel 6.Context of setting 7.Interference or noise What does each term mean?

7. >>DEPARTMENT OF MANAGEMENT AND MARKETING Spoken communication

8. >>DEPARTMENT OF MANAGEMENT AND MARKETING The communication process 1.Communication begins with the sender 2.The message goes from the sender to the receiver 3.The receiver decodes or interprets the message to achieve understanding according to their background or experiences, beliefs, culture, concerns, etc. 4.Feedback from the receiver to the sender is an essential part of effective communication. It gives the sender information on the success (or not) of the communication

9. >>DEPARTMENT OF MANAGEMENT AND MARKETING The communication process 5.The Channel is the method used, such as telephone call, email, presentation, radio or TV programme etc. 6.Context is the situation, within which communication takes place. It affects how the message is sent and received.( Such as, at work, at home, in a nightclub) 7.Interference or noise – Anything that makes it difficult to send/receive the message.

10. >>DEPARTMENT OF MANAGEMENT AND MARKETING If it’s more complicated…

11. >>DEPARTMENT OF MANAGEMENT AND MARKETING Communication barriers Communication barriers occur as a result of a misunderstanding or misinterpretation of the message. These barriers can be caused by the sender, the receiver, lack of feedback, a poor choice of channel, the wrong context or any other element in the communication model. In your group decide on some common barriers within the Sender, the Receiver and in the mediums between them

12. >>DEPARTMENT OF MANAGEMENT AND MARKETING The communication process – a model

13. >>DEPARTMENT OF MANAGEMENT AND MARKETING Causes of communication barriers Inappropriate choice of words Inappropriate channel Inappropriate message Receiver inattention Lack of courtesy by the sender or the receiver Nonverbal communication that does not support the words Different cultural backgrounds Poor layout and presentation Inappropriate timing Inadequate feedback

14. >>DEPARTMENT OF MANAGEMENT AND MARKETING Communication barriers Cause of barrierOutcomeStrategies to avoid barrier Differences in perceptionPeople often see and interpret the same event or action in a different way Listen carefully. Speak clearly. Ask questions. Give feedback. Different attitudes and values People often form different interpretations Listen carefully. Speak clearly. Ask questions. Give feedback. Inconsistency between spoken and nonverbal communication Poor communication and confusion due to an ambiguous message Match the verbal and nonverbal parts of the total message.

15. >>DEPARTMENT OF MANAGEMENT AND MARKETING Communication barriers contd. Cause of barrierOutcomeStrategies to avoid barrier Withholding informationOthers operate with only part of the message so mistakes are more likely to occur Plan and structure the message to include all necessary information Passing judgement by telling people their reaction is stupid The receiver can become angry and retaliate Listen actively. Ask questions. Give feedback. Dismissing others’ concerns or points of view The receiver may withdraw Listen carefully. Show you are aware of the other’s point of view. Ask questions

16. >>DEPARTMENT OF MANAGEMENT AND MARKETING Some cultural considerations

17. >>DEPARTMENT OF MANAGEMENT AND MARKETING Part of the powhiri is the hongi – pressing of the nose. In some cultures, it is not appropriate for a woman to touch another man in such a way. For your assessment, you need to consider all aspects of the powhiri & think about the culture that your visitors are coming from – what might be confusing/upsetting to them? Example of cultural issues

18. >>DEPARTMENT OF MANAGEMENT AND MARKETING Communication in the workplace Information flow (internally and externally) is crucial to the success of any organisation. Communication between colleagues – gather, record and convey information. Give and follow instructions. Communication by leaders and managers – to control, motivate and balance needs and goals of the organisation.

19. >>DEPARTMENT OF MANAGEMENT AND MARKETING Internal organisational communication Communication skills and social processes needed for internal organisational communication to : Be aware of organisational culture and able to operate effectively in the organisation. Presentation skills for meetings Discussion & negotiation skills Report writing and other documentation Understanding organisational email & internet policy Source: Barnet, S., & O’Rourke, S. Communication organisation and innovation. (2006). Auckland, NZ:Pearson. pp 15-16.

20. >>DEPARTMENT OF MANAGEMENT AND MARKETING External organisational communication Abilities and skills of external organisational communication: writing content for online media writing external emails and letters public relations customer service and managing client relationships

21. >>DEPARTMENT OF MANAGEMENT AND MARKETING Individuals coming together with a common purpose and the same role causes a group. e.g.. Protest march, concert audience Individuals who come together and work on a common purpose indifferent roles is a team. e.g. Sports teams, Military units. Individuals  Groups  Teams

22. >>DEPARTMENT OF MANAGEMENT AND MARKETING Based on trusting your team mates. How to trust ? Set clear expectations/guidelines for ‘how we work’. Think about being in a team – not the assignment. Forming, norming, storming performing, adjourning Johari window Teamwork

23. >>DEPARTMENT OF MANAGEMENT AND MARKETING Forming – Coming together into a ‘team’. Colliding. Norming – Sharing/enjoying ‘things in common’. Bonding. Storming – Sharing/tolerating ‘differences’. Reacting. Performing – Accepting and working with each other. Compounding. Adjourning – Ending teamwork, learning from feedback. Reacting. Five Stages of team development

24. >>DEPARTMENT OF MANAGEMENT AND MARKETING Johari Window

25. >>DEPARTMENT OF MANAGEMENT AND MARKETING Poor communication/Manager Early stage team member

26. >>DEPARTMENT OF MANAGEMENT AND MARKETING Ideal communication/ Manager Late stage team member

27. >>DEPARTMENT OF MANAGEMENT AND MARKETING Changes with Individual as group moves to being a team

28. >>DEPARTMENT OF MANAGEMENT AND MARKETING TELL others what you want them to know about you Push OPEN area into BLIND area ASK others what you need to know about yourself Push OPEN area into HIDDEN area Group work series of videos at http://www.learnhigher.ac.uk/groupwork//episodes.php How to do it ?...