Final dis
username of me
SV-Communicating.pptxHSMP 3200
Communicating
Communication
Simply put… exchanging information.
Implies mutual understanding of the message.
Serve to link managerial functions by articulating plans and goals.
Motivates and influences people.
Involves two or more individuals.
Is affected by individuals’ background, perceptions, attitudes, and values.
Effective communication is a process that is often easier said than done !
2
Communication Facts
Obvious but true:
Communication requires a sender and receiver.
All parties must understand the message.
Does not require mutual agreement.
It is said a message must be communicated ten times, AND in a variety of ways to be fully understood by the recipient.
3
Communication Network
Grapevine is an informal communication network
It is in constant play (active 24/7).
Information communicated through the grapevine usually has some basis in fact.
But, often is the source of rumors
Wishful thinking or anticipation
Uncertainty
Fear
Malice
4
Communication Paths
Downward: Manager/supervisor to subordinate.
This starts action by a subordinate.
Upward: Subordinate to manager/supervisor.
Facilitates assuring that messages are understood
Horizontal: between peers or peer departments.
Diagonal communication: passing of messages between different levels or across different units
5
Modes of Communication
Verbal communication- allows immediate feedback
Face-to-face mode (including visual teleconferencing)
Telephone (including voice mail). Tip: Follow voicemail etiquette (yes, there are rules of etiquette).
Written communication provides a permanent record:
Letters— For a more formal situation.
Memos—For recording information, inquiries, and replies.
Electronic mail- (there are rules of etiquette here too)
Reports—To convey information, analyses, and recommendations.
Be aware: Both oral and written communication can result in misunderstandings and unintended actions.
6
Voicemail etiquette
7
A few more modes of communication
Visual media
(graphs, charts, pictures, video)
Non-verbal (actions/behavior)
Purposeful silence, gesture, handshake, shrug of the shoulder, body movement, eye contact, wink, interpersonal distance, smile, frown.
8
Barriers to Communication
Language = the actual language spoken as well as cultural regional nuances (slang or even accents).
Status and position = “organizational rank “can be a deterrent.
Filters (by sender and receiver)
Rejection of ideas or messages that conflict with one’s beliefs or other messages. “ I just don’t want to hear it”.
Biases = Inflexible personal opinions or perspectives.
Semantics = multiple meanings to same word.
9
Administrative implications
Be careful you do not underestimate the hazards of ineffective communication.
Use affirmation techniques :
Observe the receiver
Monitor nonverbal clues
Ask the receiver to repeat the message
Use repetition (how many times did we say you need to repeat a message for it to be understood?)
10
Feedback
Successful managers listen to their subordinates and superiors. They:
ask for direct and candid input.
show genuine interest.
stop talking and LISTEN.
ask questions.
Managers must display the attitude and actions they expect their subordinates to display.
Truly great managers “lead by example”.
11
Writing a Business Letter
