11-2
MANAGER ???
11-3
Management….
Planning, leading, controlling,
staffing….etc etc
11-4
Mintzberg's Ten Management Roles
11-5
CATEGORY & ROLES
• INFORMATIONAL
– Monitor
– Disseminator
– Spokesman
• INTERPERSONAL
• DECISIONAL
•
•
•
•
Entrepreneur
Disturbance handler
Resource Allocator
Negotiator
– Figurehead
– Leader
– Liaison
11-6
11-7
COMMUNICATION???
11-8
Managerial….
COMMUNICATION
11-9
Specific Learning Outcomes
By the end of the course, we will be able:
– Demonstrate knowledge of communication theory, particularly as
it relates to the understanding of managerial communication
processes and challenges in the workplace.
– Critically analyze the effectiveness of communication in selected
organizations, including their own place of employment.
– Identify the impact of diversity and culture in business
communication and suggest strategies for multicultural
understanding
– Conceptualize importance of communication to leadership
development
– Exhibit familiarity with selected current issues in their chosen
field, particularly as they relate to managerial communication in an
organization
11-10
Chapter 11
MANAGERIAL
COMMUNICATION
11-11
Communication…
•
•
•
•
Art or science…
Process or phenomenon
One way or two way
Linear or cyclic
11-12
Understanding Managerial Communication
What is Communication?
– The transfer and understanding of meaning
• if no information has been conveyed, communication
has not occurred
– everything that a manager does involves communicating
• effective communication does not equal agreement
• ineffective communication is the basis for many
managerial problems
– interpersonal communication - occurs between people
– organizational communication - all the patterns,
networks, and systems of communication in an
organization
11-13
Process Of Interpersonal Communication
Elements of the Process
– message - expresses the purpose of the communication
– encoding - converting the message in symbolic form
• affected by the skills, attitudes, and knowledge of the
sender, and by the culture of the organization
– channel - medium for conveying the message
– decoding - retranslating symbols into a message
• affected by personal characteristics of the receiver
– noise - disturbances that interfere with the transmission,
receipt, or feedback of a message
• message itself and channel can distort communications
• feedback also subject to same sources of noise
11-14
The Interpersonal Communication Process
Message
Medium
Encoding
Receiver
Decoding
Noise
Sender
Message
Feedback
11-15
Process Of Interpersonal Communication (cont.)
Methods of Communicating Interpersonally
– a wide variety of communication methods exist
– choice of a method should reflect:
– the needs of the sender
– the needs of the receiver
– the attributes of the message
– the attributes of the channel
11-16
Evaluating Communication Methods
Feedback - how quickly can the receiver respond to the message?
Complexity capacity - can the method effectively process complex messages?
Breadth potential - how many different messages can be transmitted using this
method?
Confidentiality - can communicators be reasonably sure their messages are received
only by those intended?
Encoding ease - can sender easily and quickly use this channel?
Decoding ease - can receiver easily and quickly decode messages?
Time-space constraint - do senders and receivers need to communicate at the same
time and in the same space?
Cost - how much does it cost to use this method?
Interpersonal warmth - how well does this method convey interpersonal warmth?
Formality - does this method have the needed amount of formality?
Scanability - does this method allow the message to be easily browsed or scanned
for relevant information?
Time of consumption - does sender or receiver exercise the most control over when
the message is dealt with?
11-17
Comparison of Communication Methods
11-18
Process Of Interpersonal Communication (cont.)
Methods of Communicating Interpersonally (cont.)
– nonverbal communication - communication without
words
• types
– body language - gestures, facial expressions, and
other body movements that convey meaning
– verbal intonation - emphasis someone gives to
words or phrases that conveys meaning
• every oral communication is accompanied by a
nonverbal message
• nonverbal component usually carries the greatest
impact
11-19
Facial Expressions Convey Emotions
11-20
Process Of Interpersonal Communication (cont.)
Barriers to Effective Interpersonal Communication
– Filtering - the deliberate manipulation of information to
make it appear more favorable to the receiver
• upward communication is condensed by senders to
avoid information overload by top-level receivers
• extent of filtering affected by:
– the number of vertical levels in the organization
– culture of the organization
– Selective Perception - what people see and hear
influenced by their attitudes, background, and experience
11-21
Process Of Interpersonal Communication (cont.)
Barriers to Effective Interpersonal Communication
(cont.)
– Emotions - interpretation of a message affected
by the way the receiver feels
• extreme emotions likely to hinder effective
communication
– Information Overload - information available
exceeds processing capacity
• frequent complaint of executives
11-22
Process Of Interpersonal Communication (cont.)
Barriers to Effective Communication (cont.)
– Defensiveness - behaviors that result from feeling
threatened
• hinders effective communication
– Language - meaning of words differs among people with
diverse backgrounds
• jargon - specialized terminology used by a group
• even those who speak the same language may use it
quite differently
– National Culture - cultural values affect the way people
communicate
• individualism versus collectivism
11-23
Process Of Interpersonal Communication (cont.)
Overcoming the Barriers to Effective Interpersonal
Communication
– Use Feedback - ask a set of questions about a message to
determine whether it was understood as intended
• ask receivers to restate the message in their own words
– Simplify Language - tailor the language to the audience
for whom the message is intended
• jargon can facilitate understanding when used in
appropriate groups
– Listen Actively - listen for full meaning
• restrain premature judgments or interpretations
• enhanced by developing empathy with sender
11-24
Active Listening Behaviors
Avoid interrupting
the speaker
Be empathetic
Make eye
contact
Paraphrase
Don’t overtalk
Avoid distracting
actions or
gestures
Active
Listening
Ask questions
Exhibit affirmative
head nods and
appropriate
facial expressions
11-25
Process Of Interpersonal Communication (cont.)
Overcoming Communication Barriers (cont.)
– Constrain Emotions - emotions severely cloud
and distort the transference of meaning
• refrain from communicating until one regains
her/his composure
– Watch Nonverbal Cues - actions should be
aligned with words
• nonverbal message should reinforce verbal
message
11-26