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Instructor Manual
Chapter 2: Understanding the Managerial Communication Process
Teaching Notes
The goal of this chapter is to convince students of the key role of communication in management.
First, the chapter considers how managerial communication occurs at the intrapersonal,
interpersonal, group, organizational, and intercultural levels.
Next, the chapter describes the factors that affect the managerial communication process. A model
is presented of the strategic approach to communication that managers follow when developing
messages. This “onion” model consists of three layers of variables. The text presents appropriate
strategic implementation of each of these variables, summarized and illustrated in Figure 2-3.
Finally, three critical errors are identified that managers must avoid when seeking effective
communication: the assumption–observation error, the failure to discriminate, and the allness error.
1. Why is the circle used as the basis for the model of strategic managerial
communication? What is meant by communicating “to” someone as opposed to
communicating “with” someone?
3. List several words that you use all the time that others may not use or that they
pronounce differently.
4. Identify some cultural differences between people who work in a hospital and a
manufacturing plant that might impact their communication behavior.
Cultural differences exist between individuals who do not share the same
background, socioeconomic class, history, attitudes or experiences. Therefore, it is
quite reasonable to assert that people who work in a hospital will have cultural
differences from those who work in a manufacturing plant. The work environment
plays a significant part in either career, as does the difference in output from the
two concerns. Another factor that influences cultural differences between
manufacturing plant workers and hospital workers is the degree of status accorded
to the first set of workers and denied the other. Potential impacts of these broad
differences on communication patterns (between leaders and followers, between
coworkers, between workers and clients/customers/patients, etc.) should be
discussed.
Varies, but students are often quite perceptive on this matter, particularly as a result
of experiences they have had working in hourly, temporary positions.
Hynes, Managerial Communication 7e
SAGE Publishing, 2019
6. When you start to feel yourself becoming emotional at work, what are some strategies
you use to keep your emotions under control?
Varies, discussion can be quite lively and is worth pursuing; skills learned in
controlling emotions will repay the effort expended. Principles of emotional
intelligence (EQ) might be referred to during the discussion.
8. Cite several examples of critical errors in communication that you have observed.
How could they have been avoided?
Varies. With this response, the key to effective classroom discussion lies in the
suggestions made in the chapter for avoiding these critical errors.
10. What do you consider to be the most important strategic communication decision as
depicted in the strategic communication model in this chapter?
Varies depending on the students’ experiences and roles in the workplace. These
differences are worth exploring, particularly regarding which layer of the model
that students focus on in their comments.
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Rakastuneet menivät sivuhuoneeseen, saadakseen olla kahden
kesken. Katri tuli puhumaan kihlauksesta ja häävalmistuksista. Minä
sanoin, että se oli liian varhaista, ja käskin hänen mennä suohon.
Hän ei kuitenkaan mennyt pitemmälle kuin keittiöön.
"No, jos joskus otin pikku muiskun, tein sen siksi, että sinun teki
niin kovin mielesi."
"Ohoo, isäseni! Vai teki minun mieleni! Tämä menee liian pitkälle!"
soimasi Katri ja antoi nuorille rohkaisevia silmäniskuja aivan kuin
olisi sanonut: muiskailkaa te vaan, ei siitä huulet kulu!
Tyttö nauroi.
Madonna ja lapsi.
Taaskin oli pari onnellista vuotta vierinyt. Meillä oli sillävälin ollut
sanomalehdessä ilmoitus:
"SYNTYNYT.
Me istuimme kauan. Sydämeni oli niin täysi, että oli vaikea olla
puhumatta.
"Miten olisi minun käynyt, ellet sinä olisi ollut minua tukemassa,
Katri! Sinua minun tulee kiittää kaikesta."
Hän vastasi:
Sitte hän meni ja toi sylyksen puita ja latoi pesään. Olimme siksi
vanhanaikaisia, että pidimme runollista, räiskyvää takkavalkeata
kaikkia kehuttuja keskuslämmityslaitoksia parempana.
Nuorin lapsi heräsi. Hän otti pienokaisen syliinsä, siirsi tuolin takan
ääreen ja istui antaen loimottavan pystyvalkean lämmittää lasta.
Ilta oli pimennyt. Kadulla syttyi lyhty toisensa perästä. Meren pinta
välkehti iltaruskon sammuvassa hohteessa, ulapalla kynti laiva
aaltoja kymmenien tulien tuikkiessa.
Kun taas käännyin ja loin katseeni Katriin, joka istui lapsi sylissä
syrjittäin minuun, näin kuvan, joka monin verroin voitti edellisen.
Siinä oli jotakin niin tutunomaista, kodikasta, elettyä, että minä aivan
hätkähdin ja kysyin itseltäni, missä olin ennen nähnyt samanlaista.
Äkkiä, vaistomaisesti minulta pääsi huudahdus:
"Madonna!"
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