© 2003 mcgraw-hill australia pty ltd. powerpoint slides t/a management: a pacific rim focus...
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© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury. 3 Managerial communication Communication: Exchange of messages between people to achieve common meanings. Verbal: Written or oral use of words to communicate. Non-verbal: Communication by means of elements and behaviours that are not coded into words.TRANSCRIPT
© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.
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CHAPTER 14
MANAGERIAL COMMUNICATION
© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.
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LECTURE OUTLINE
• Nature of managerial communication• Individual communication & Interpersonal
processes• Group communication• Organisational communication channels
© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.
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Managerial communication• Communication:
Exchange of messages between people to achieve common meanings.
• Verbal:Written or oral use of words to communicate.
• Non-verbal:Communication by means of elements and behaviours that are not coded into words.
© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.
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Managerial communication
Tours3%
Desk work26%
Scheduled meetings
50%
Unscheduled meetings
12%
Telephone calls9%
© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.
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Communication process
Sender/receiver
Sender/receiver
Encoding message
Medium
Decoding message
Feedback Feedback
Noise
Noise
Noise
Noise
© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.
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Individual communication Interpersonal processes• Perceptual processes• Attribution process• Semantics• Cultural context• Communication skills
© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.
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Individual communication Interpersonal processesPerceptual processes
Process individuals use to acquire and make sense out of information from the environment.
• Three stages:Selecting, organising, interpreting
• Distortions:Stereotyping, Halo effect, Projection, Perceptual defence
© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.
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Individual communication Interpersonal processesAttribution process
Theory attempting to explain how individuals make judgements or attributions about the cause of another’s or, their own, behaviour.
• Fundamental attribution error:Tendency to underestimate situational influences & to overestimate dispositional influences.
• Self-serving bias:Attributing oneself as responsible for successes & others for failures.
© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.
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Individual communication Interpersonal processesSemantics:• Semantic net
Network of words and word meanings a given individual has available for recall.
• Semantic blocksBlockages or communication difficulties arising from word choices.
© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.
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Individual communication Interpersonal processesCultural context:
High-context cultures ‘…emphasise establishing & strengtheningrelationships
in communication while exchanging
Information’Examples: Asia, China
Low-context cultures‘…emphasis is on
information exchange & less focussed on
building relationships by Communication’
Examples: Germany, NZ, Australia
© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.
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Individual communication Interpersonal processes
Communication skills:
Effective communication
Active listening: ‘…listeneractively participates in
attempting to grasp facts &the speaker’s feelings’
Feedback: both giving &receiving is important.Deal with ‘…specific,
observable behaviour, not generalities.’
Importance of seeking customer feedback
© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.
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Group communication networks
Communication network:
Pattern of information flow among task-group members.
© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.
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Group communication networksChain
Circle
Y
All-channel
XX
Centralised
Decentralised
X
Wheel
© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.
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Organisational communication channelsCommunication channels:
Patterns of organisational communication flow representing potential established conduits through which managers and other organisation members can send and receive information.
• Vertical communication• Horizontal communication• Informal communication
© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.
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Organisational communication channelsVertical communication:
Lateral or diagonal message exchange either within work unit boundaries, involving peers, reporting to the same supervisor, or across work-units boundaries, involving individuals who report to different supervisors or, across work unit boundaries.
© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.
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Organisational communication channelsVertical communication:• Downward communication
– Can be distorted by faulty message due to sender error.– Managers overuse downward communication.– Filtering (deliberate or accidental).
• Upward communication– Can be distorted by ‘only’ favourable messages going up.– Managers don’t encourage upward flow.
© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.
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Organisational communication channels
Horizontal communication:Lateral or diagonal message exchange within work-unit boundaries, involving peers reporting to the same supervisor, or across work-unit boundaries, involving individuals who report to different supervisors.
Impeding factors:• Rivalry• Indifference to work of others• Low motivation due to discouraging of horizontal
communication
© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.
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Organisational communication channelsInformal communication:
Communication which takes place without regard to hierarchical or task requirements.
Problems:• Can carry gossip/distorted information.
Benefits:• Valuable tool for continuation/propagation of culture.
© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.
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Organisational communication channels
Electronic communication
Electronic mail
Groupware
Internet
Voice mailTeleconferencing
Videoconferencing
© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.
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Lecture summary• Nature of managerial communication
– Verbal, non-verbal• Individual communication & interpersonal
processes– Attribution process– Semantics– Cultural context– Communication skills
© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.
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Lecture summary• Group communication
Networks• Organisational communication channels
Vertical Horizontal Informal