Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–1 CHAPTER 13 MANAGERIAL COMMUNICATION.

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–1

CHAPTER 13

MANAGERIAL COMMUNICATION

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–2

LECTURE OUTLINE

• Nature of managerial communication• Influences on individual

communication & interpersonal processes

• Group communication networks• Organisational communication

channels

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–3

MANAGERIAL COMMUNICATION

Nature of communication:• Exchange of messages between people to

achieve common meanings.• Unless meanings are shared, managers cannot

influence others.• Therefore communication is critical to a

manager’s job.• Managers spend up to 85% of their time

communicating.

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–4

MANAGERIAL COMMUNICATION

Types of communication:

• Verbal:Written or oral use of words to communicate

• Non-verbal:Communication by means of elements and behaviours that are not coded into words

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–5

MANAGERIAL COMMUNICATION

Written (verbal) communication:

• Forms

Letters, memos, reports, newsletters, manuals

• Advantages

Provides a record, easily circulated, time to consider content

• Disadvantages

Cost, poor writing skills, unintended effect, impersonality

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–6

MANAGERIAL COMMUNICATION

Non-verbal communication:

• Kinesic behaviour (body language)• Proxemics (proximity & space)• Paralanguage (vocal aspects)• Object language (use of objects to

communicate)

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–7

MANAGERIAL COMMUNICATION

Tours3%

Desk work26%

Scheduled meetings

50%

Unscheduled meetings

12%

Telephone calls9%

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–8

MANAGERIAL COMMUNICATION

Components of communication:

• Sender• Encoding• Message• Receiver• Decoding• Noise• Feedback

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–9

MANAGERIAL COMMUNICATION

Sender/receiverSender/receiver

Sender/receiverSender/receiver

Encoding messageEncoding message

MediumMedium

Decoding messageDecoding message

FeedbackFeedbackFeedbackFeedback

NoiseNoise

NoiseNoise

NoiseNoise

NoiseNoise

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–10

INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSES

• Perceptual processes• Attribution processes• Semantics• Cultural context• Communication skills

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–11

INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSESPerceptual processes:

Processes 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

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–12

INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSESThree stages of perception:• Selecting

Filtering of stimuli so that only some information gets our attention

• OrganisingPatterning of information to match familiar patterns

• InterpretingGiving meaning to selected and organised information

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–13

INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSES

Distortions:• Stereotyping

Tendency to attribute characteristics to an individual on the basis of an assessment of the group to which they belong

• Halo effect

Tendency to use a general impression based on one or a few characteristics of an individual

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–14

INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSES

Distortions:• Projection

Tendency of an individual to assume others share their thoughts, feelings and characteristics

• Perceptual defence

Tendency to block out or distort information one finds threatening

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–15

INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSESAttribution process

Theory attempting to explain how individuals make judgments 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.

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–16

INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSESSemantics

• Semantic netNetwork of words and word meanings a given individual has available for recall

• Semantic blocksBlockages or communication difficulties arising from word choices

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–17

INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSES

Cultural contextCulture also influences communication and interpersonal processes.

• High-context cultures

Emphasis in communication is the establishment & strengthening of relationships

• Low-context cultures

Emphasis is on exchanging information

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–18

INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSES

Low- Germany USA S. America Asia High-

context context

cultures Australia France Saudi China cultures

Arabia

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–19

INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSES

Communication skills

• Listening skillsActive listening

• FeedbackGiving & receiving

Positive & negative feedback

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–20

INDIVIDUAL COMMUNICATION & INTERPERSONAL PROCESSES

Communication skills:

Effective communication

Effective communication

Active listening: ‘…listeneractively participates in

attempting to grasp facts &the speaker’s feelings’

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

Feedback: both giving &receiving is important.Deal with ‘…specific,

observable behaviour, not generalities.’

Importance of seeking customer feedback

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–21

GROUP COMMUNICATION NETWORKS

Communication network:Pattern of information flow among task-group members

• Centralised networks

• Decentralised networks

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–22

GROUP COMMUNICATION NETWORKS

Chain

Circle

Y

All-channel

XX

Centralised

Decentralised

X

Wheel

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–23

ORGANISATIONAL COMMUNICATION CHANNELS

Communication 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

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–24

ORGANISATIONAL COMMUNICATION CHANNELS

Vertical communication:Message exchange between two or more levels of the organisational hierarchy.

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–25

ORGANISATIONAL COMMUNICATION CHANNELS

Vertical communication:• Downward communication

Can be distorted by faulty message due to sender error

Managers overuse downward communicationFiltering (deliberate or accidental)

• Upward communicationCan be distorted by ‘only’ favourable messages

going upManagers don’t encourage upward flow

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–26

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:• Rivalry• Indifference to work of others• Low motivation due to discouragement of

horizontal communication

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–27

ORGANISATIONAL COMMUNICATION CHANNELS

Informal communication (grapevine):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

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–28

ORGANISATIONAL COMMUNICATION CHANNELS

Using electronics to communicate:

• Electronic mail systems• Voice mail• Teleconferencing• Videoconferencing

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–29

ORGANISATIONAL COMMUNICATION CHANNELS

Electronic communication

Electronic mailGroupware

Internet

Voice mail

TeleconferencingVideoconferencing

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–30

LECTURE SUMMARY

• Nature of managerial communicationVerbal, non-verbal

• Individual communication & interpersonal processesAttribution process

Semantics

Cultural contextCommunication skills

Copyright 2005 McGraw-Hill Australia Pty Ltd PPTs t/a Management: A Pacific Rim Focus 4e by Bartol, Tein, Matthews, Martin 13–31

LECTURE SUMMARY

• Group communicationNetworks

• Organisational communication channelsVertical

Horizontal

Informal