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MGMT 321 Fall 2010 CH 16 Ppts
MGMT 321 Fall 2010 CH 16 Ppts
Communication
McGraw-Hill/Irwin
Contemporary Management, 5/e
Copyright © 2008 The McGraw-Hill Companies, Inc. All rights reserved.
The Communication Process
.
Communication as a Management Skill
• Managers must give direction to the people who work
for them.
• Managers must be able to motivate people.
• Managers must be able to convince customers that
they should do business with them.
• Managers must be able to absorb the ideas of others.
• Managers must be able to persuade other people.
• Managers must understand who their audience is,
what they know, and what will bring them value
.
Verbal Communication Skills
Effective communicators…
can comfortably speak 1:1 with anyone
are equally comfortable with any size group
are skillful question-askers
use the right words: Positive, free from
misinterpretation or negative connotations
gain and keep attention
provide value when they engage
don’t interrupt!
are appropriately empathetic
.
Nonverbal Communication
Skills
Facial Expressions
Eye Contact
Posture
Proximity
Gestures
.
Written Communication
• Purpose
– Why am I writing this document?
– What action do I want the reader to take after reading it?
• Audience
– Who will read this document?
– How much does the reader already know about this topic?
– How will the reader use the document?
• Main Message
– What is the main message I want to convey?
– How will I support that message?
Other
activities
23%
Listening
55%
Talking
22%
2. Put the talker at ease. Help the talker feel free to talk.
3. Show the talker that you Look and act interested. Do not read your mail
while he or she talks.
want to listen.
5. Empathize with the talker. Try to put yourself in the talker’s place so that
you can see his or her point of view.
.
Ten Commandments for
Good Listening
6. Be patient. Allow plenty of time. Do not interrupt the talker.
7. Hold your temper. An angry person gets the wrong meaning from
words.
8. Go easy on argument
and criticism. This puts the talker on the defensive. He or she
may “clam up” or get angry. Do not argue: even
if you win, you lose.
9. Ask questions. This encourages the talker and shows you are
listening. It helps to develop points further.
10. Stop talking! This is the first and last commandment, because
all other commandments depend on it. Nature
gave us two ears but only one tongue.
.
Are you a good listener?
• Are you open to what other people say to you, or
do you make up your mind about things before you
hear other views?
• Do you become bored when other people speak?
• Do you interrupt people when they are speaking?
• Do you daydream while others are speaking?
• Are you hesitant to ask clarifying questions?
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Information Richness of Communication
Media
• Face-to-Face
– Has highest information richness.
– Can take advantage of verbal & nonverbal
signals.
– Provides for instant feedback.
– Management by wandering around (MWA) takes
advantage of this with informal talks to workers.
– Video conferences provide much of this richness
and reduce travel costs and meeting times.
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Communication Media
• Spoken Communication
Electronically Transmitted
– Has the second highest information
richness.
– Telephone conversations are information
rich with tone of voice, sender’s emphasis,
and quick feedback, but provide no visual
nonverbal cues.
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Communication Media
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Communication Media
16-30
Communication Differences
Between Men & Women
Q. What types of differences have you seen
between men’s and women’s
communication styles:
– Talking?
– Listening?
– Writing?
– Non-Verbals?
Communication Differences
Between Men & Women
MEN WOMEN
• Talk to emphasize status, • Talk to establish
power, and independence. connection and intimacy.
• Complain that women talk • Criticize men for not
on and on. listening.
• Communicate to fix • Speak of problems to
problems. promote closeness.
• Boast about their • Express empathy and
accomplishments. understanding.
• Are more direct • Are less direct
Summary - Forms of Communication