Bài giảng Management: A Pacific Rim Focus - Chapter 14 Managerial communication

CHAPTER 14MANAGERIAL COMMUNICATION1© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.LECTURE OUTLINENature of managerial communicationIndividual communication & Interpersonal processesGroup communicationOrganisational communication channels2© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.Managerial communicationCommunication: 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.3© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.Managerial communication4© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.Communication processSender/receiverSender/receiverEncoding messageMediumDecoding messageFeedbackFeedbackNoiseNoiseNoiseNoise5© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.Individual communication Interpersonal processesPerceptual processesAttribution processSemanticsCultural contextCommunication skills6© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.Individual communication Interpersonal processesPerceptual processes Process individuals use to acquire and make sense out of information from the environment.Three stages: Selecting, organising, interpretingDistortions: Stereotyping, Halo effect, Projection, Perceptual defence 7© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.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.8© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.Individual communication Interpersonal processesSemantics:Semantic net Network of words and word meanings a given individual has available for recall.Semantic blocks Blockages or communication difficulties arising from word choices.9© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.Individual communication Interpersonal processesCultural context:High-context cultures ‘emphasise establishing & strengtheningrelationshipsin communication while exchanging Information’Examples: Asia, ChinaLow-context cultures‘emphasis is on information exchange & less focussed on building relationships by Communication’Examples: Germany, NZ, Australia10© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.Individual communication Interpersonal processesCommunication skills:Effective communicationActive 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 feedback11© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.Group communication networks Communication network: Pattern of information flow among task-group members.12© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.Group communication networksChainCircleYAll-channelXXCentralisedDecentralisedYXWheel13© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.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 communicationHorizontal communicationInformal communication14© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.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.15© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.Organisational communication channelsVertical communication:Downward communicationCan be distorted by faulty message due to sender error.Managers overuse downward communication.Filtering (deliberate or accidental).Upward communicationCan be distorted by ‘only’ favourable messages going up.Managers don’t encourage upward flow. 16© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.Organisational communication channelsHorizontal 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:RivalryIndifference to work of othersLow motivation due to discouraging of horizontal communication17© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.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.18© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.Organisational communication channelsElectronic communicationElectronic mailGroupwareInternetVoice mailTeleconferencingVideoconferencing19© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.Lecture summaryNature of managerial communicationVerbal, non-verbalIndividual communication & interpersonal processesAttribution processSemanticsCultural contextCommunication skills 20© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.Lecture summaryGroup communication NetworksOrganisational communication channels Vertical Horizontal Informal21© 2003 McGraw-Hill Australia Pty Ltd. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition. Slides prepared by David Meacheam & George Sansbury.