Adeyl Khan, Faculty, BBA, NSU Mid2- July 22 4 Chapter 8: Management, Leadership, and the Internal Organization 5 Chapter 9: Human Resource Management, Motivation, and Labor-Management Relations 6 Chapter 10: Improving Performance through Empowerment, Teamwork, and Communication Chapter 12: Customer-Driven Marketing
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Adeyl Khan, Faculty, BBA, NSU 4 Chapter 8: Management, Leadership, and the Internal Organization 5 Chapter 9: Human Resource Management, Motivation, and.
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Adeyl Khan, Faculty, BBA, NSU
Mid2- July 224 Chapter 8: Management, Leadership, and the Internal Organization
5 Chapter 9: Human Resource Management, Motivation, and Labor-Management Relations6 Chapter 10: Improving Performance through Empowerment, Teamwork, and Communication
• Communication in low-context cultures tends to rely on explicit written and verbal messages.
– U.S., Switzerland, Germany, Austria
• Communication in high-context cultures depends not only on the message itself but also on the conditions that surround it, including nonverbal cues, past and present experiences, and personal relationships between the parties.
– Japan, Latin America, India
Cultural Context
Adeyl Khan, Faculty, BBA, NSU
Basic Forms of Communication
Adeyl Khan, Faculty, BBA, NSU
Cynical listening: Receiver of a message feels that the sender is trying to gain some advantage from the communication.
Offensive listening: Receiver tries to catch the speaker in a mistake or contradiction.
Polite listening: Receiver listens mechanically to be polite rather than to communicate.
Active listening: Requires involvement with the information and empathy with the speaker’s situation; the basis for effective communication.
Listening
Adeyl Khan, Faculty, BBA, NSU
Formal Communication
Flows within the chain of commandDownward communicationUpward communicationOpen and honest communication is key
Adeyl Khan, Faculty, BBA, NSU
Informal Communication
Carry messages outside formally authorized channelsThe grapevine is an internal channel that passes information from unofficial sources
Adeyl Khan, Faculty, BBA, NSU
External CommunicationCrisis ManagementMeaningful exchange of information through to
major audiences: customers, suppliers, firms, general public, government officials
Every communication with customers should create goodwill.
Communication during crisis: Respond to crisis quickly Put top company management in front of the press Stick to the facts When you don’t know, offer to find out Never say “no comment” Speak to your audience
Adeyl Khan, Faculty, BBA, NSU
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Adeyl Khan, Faculty, BBA, NSU
Describe why & how organizations empower employees.
Distinguish among the five types of teams in the workplace.
Identify the characteristics of an effective team.
Summarize the stages of team development.
Relate cohesiveness and norms to effective team performance.
Describe the factors that cause conflict in teams and how to manage conflict.
Explain the importance and process of effective communication.
Compare the different types of communication.
Explain external communication and how to manage a public crisis.