Introduction to Management
MAN101: Principles of Management
Session 3: Communication
07/10/2024
MAN101: Principles of Management –
Session 3: Communication
Slide 1
Austrian American management consultant, educator, and author
Mid-Term Exam (20%)
•
Objective: Evaluate the understanding of key concepts and learning objectives
for this class.
•
Midterm exam accounts for 20% of the total grade. Format of this closed book,
paper based exam will be a mix of multiple choice questions (MCQ) and short
essays. The duration is 45 minutes.
•
Date of the mid-term exam is planned on Session 11: Tuesday, November 26th
•
The exam will take place in the classroom, and students will be allowed to leave
after finishing. Need for a review session before?
•
Contents of Session 11 and 12 will be discussed in Session 12 (see unit guide).
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MAN101: Principles of Management –
Session 3: Communication
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Short Presentation Results (Class 09)
Criteria
Session 2 Leadership
Toyota
Starbucks
Managers Consultants Managers Consultants
Group E
Group A
Group B
Group C
Both
Analysts
Group D
Comprehension of core
management issues of
the Chapter/case study
8
8
9
8
7
Application of theories
to the Chapter/ case
study analysis
5
5
5
5
6
Analysis of the
Chapter/case study
8
6
8
7
7
Visual presentation/
Structure of report
6
5
6
7
8
27
6.75
24
6
28
7
27
6.75
28
7
Total
Average
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MAN101: Principles of Management –
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Quiz Results (Class 09)
#
Question
An individual who works with and through other people by coordinating their work activities in order to accomplish
organizational goals is a manager
2 Ben, a production plant manager, reports to Dan, a general manager. Ben and Dan are middle managers.
3 After identifying a problem, the next step in the decision-making process is identifying decision criteria
Amanda, a single parent, is looking for a new job. Considering that she has two school-going children, she is
4 particularly keen on finding an employer who can provide her with alternative work arrangements such as flexible
work hours and telecommuting. In terms of the decision-making process, these represent her decision criteria
5 Internal constraints that influence managers' decisions and actions come from the culture of the organization
6 Absenteeism is defined as the failure to report to work.
Organizational citizenship behaviour (OCB) is discretionary behaviour that is not part of an employee's formal job
7
requirements. True
Which of the following is true for satisfied employees with high organizational commitment? lower rates of
8
turnover and absenteeism
9 Persons who are able to influence others and who possess managerial authority are termed leaders
Despite the best efforts of researchers, it proved impossible to identify one set of traits that would always
10
differentiate leaders from non-leaders. True
Quiz class accuracy
1
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MAN101: Principles of Management –
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Question
Accuracy
Average
Time
82%
00:00:15
54%
59%
00:00:17
00:00:19
62%
00:00:21
74%
62%
00:00:23
00:00:21
56%
00:00:17
72%
00:00:20
59%
00:00:12
62%
00:00:15
64%
00:03:01
Case Studies
Case Studies
Case 1: The 2018 Facebook-Cambridge Analytica Scandal. Group A = Managers ; Group B =
Consultants.
Case 2: The 2019 Boeing 737 Max Grounding. Group D = Managers ; Group E = Consultants.
Analysts: Group C for both cases.
Timeline:
• Preparation Phase (60 min): Read the detailed instructions on e-learning. No meeting between
managers and consultants.
• Presentations (35-40 minutes per case): Internal Managers Presentation (10 min) > External
Consultants Presentation (10 min), Debate (10 min), Analysts’ Evaluation (5 min)
• Reflection and Class-wide Discussion (10 min): Class wide.
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MAN101: Principles of Management –
Session 3: Communication
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Quiz Session 3
Instructions:
•
No talking, this is an individual test
•
You can use your laptop or phone
•
Log in to the e-learning and start the quiz (Start 3:00pm and 6:30pm)
•
Test is 10 minutes in total (Closes 3:15pm and 6:45pm)
•
Sequential answers, Cannot modify once validated
•
When you are done, leave without disturbing students still answering.
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MAN101: Principles of Management –
Session 3: Communication
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MANAGING
COMMUNICATION
CHAPTER
14
07/10/2024
MAN101: Principles of Management – Session 2: Leadership
Copyright © 2016 Pearson Education, Ltd
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Learning objectives
1. Define the nature and function of communication.
2. Compare and contrast methods of interpersonal communication.
3. Identify barriers to effective interpersonal communication and how to
overcome them.
• Develop your skill at listening actively.
• Know how to identify the differences in how genders communicate.
4. Explain how communication can flow most effectively in organizations.
5. Describe how technology affects managerial communication and
organizations.
6. Discuss contemporary issues in communication.
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What Is Communication?
Communication
– The transfer and understanding of meaning.
– Transfer means the message was received in a form that can
be interpreted by the receiver.
– Understanding the message is not the same as the receiver
agreeing with the message.
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What Is Communication? (cont.)
• Interpersonal Communication – communication between
two or more people.
• Organizational Communication – all the patterns,
networks, and systems of communications within an
organization.
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Functions of Communication
• Control: Formal and informal communications act to
control individuals’ behaviors in organizations.
• Motivation: Communications clarify for employees what is
to be done, how well they have done it, and what can be
done to improve performance.
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Functions of Communication (cont.)
• Emotional Expression: Social interaction in the form of
work group communications provides a way for employees
to express themselves.
• Information: Individuals and work groups need information
to make decisions or to do their work.
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Methods of Interpersonal Communication
• Message – a purpose to be conveyed.
• Encoding – converting a message into symbols.
• Channel – the medium a message travels along.
• Decoding – retranslating a sender’s message.
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Methods of Interpersonal Communication (cont.)
• Communication process – the seven elements involved in
transferring meaning from one person to another.
• Noise – any disturbances that interfere with the
transmission, receipt, or feedback of a message.
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MAN101: Principles of Management –
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Exhibit 14-1
The Interpersonal Communication Process
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Nonverbal Communication
• Nonverbal communication – communication transmitted
without words.
• Body language – gestures, facial configurations, and
other body movements that convey meaning.
• Verbal intonation – an emphasis given to words or
phrases that conveys meaning.
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Exhibit 14-2
Comparison of Communication Methods
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Exhibit 14-2
Comparison of Communication Methods
(cont.)
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Exhibit 14-2:
Comparison of Communication Methods
(cont.)
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Barriers to Communication
• Filtering – the deliberate manipulation of information to make it
appear more favorable to the receiver.
• Information overload – occurs when information exceeds our
processing capacity.
• Jargon – specialized terminology or technical language that
members of a group use to communicate among themselves.
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Overcoming the Barriers
• Use Feedback – ask questions about a message to
determine whether it was received and understood as
intended.
• Simplify Language – consider the audience to whom the
message is directed and tailor the language to them.
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Overcoming the Barriers (cont.)
Active listening – listening for full meaning without making premature
judgments or interpretations.
Image: www.preze.ai retrieved on October 6th at this site.
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MAN101: Principles of Management –
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Exhibit 14-3
Active Listening Behaviors
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Formal Versus Informal Communication
• Formal communication – communication that takes place
within prescribed organizational work arrangements.
• Informal communication – communication that is not
defined by the organization’s structural hierarchy.
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Direction of Communication
• Town hall meeting – informal public meetings where
information can be relayed, issues can be discussed, or just
is a way to bring employees together to celebrate
accomplishments.
• Downward communication – communication that flows
downward from a manager to employees.
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Direction of Communication (cont.)
• Upward communication – communication that flows
upward from employees to managers.
• Lateral communication – communication that takes place
among any employees on the same organizational level.
• Diagonal communication – communication that cuts across
work areas and organizational levels.
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Organizational Communication Networks
• Communication Networks – the variety of patterns of
vertical and horizontal flows of organizational
communication.
• Grapevine – the informal organizational communication
network.
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MAN101: Principles of Management –
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Exhibit 14-4
Organizational Communication Networks
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Workplace Design and Communication
Open workplaces – few barriers
to foster creativity and teamwork.
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Cubicles – closed spaced
enhance focus and privacy.
MAN101: Principles of Management –
Session 3: Communication
Slide 33
How Technology Affects Managerial Communication
• Networked Systems – in a networked system, an organization’s
computers are linked. Organizational members can communicate
with each other and tap into information whether they’re down the
hall, across town, or halfway across the world.
• Wireless Capabilities – wireless communication technology has the
ability to improve work for managers and employees.
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Current Communication Issues
Managing Communication in an Internet World
– Legal and security issues
• Inappropriate use of company e-mail and instant messaging.
• Loss of confidential and proprietary information due to inadvertent or
deliberate dissemination or to hackers.
– Lack of personal interaction
• Being connected is not the same as face-to-face contact.
• Difficulties occur in achieving understanding and collaboration in virtual
environments.
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Communication and Customer Service
Communicating Effectively with Customers
– Recognize the three components of the customer service delivery
process:
• The customer
• The service organization
• The service provider
– Develop a strong service culture focused on the personalization of
service to each customer.
• Listen and respond to the customer.
• Provide access to needed service information.
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Getting Employee Input
• In today’s challenging environment, companies need
to get input from their employees.
• Suggestion Boxes – managers do business in a world
today where you can’t afford to ignore such potentially
valuable information.
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Exhibit 14-5
How to Let Employees Know Their Input Matters
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Communicating Ethically
• Ethical communication – communication that includes all
relevant information, is true in every sense, and is not
deceptive in any way.
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