Recreation and Leisure Services Management: Communication

1. Recreation and Leisure Services Management: Communication Lecture 27: November 14, 2001

2. Question to consider Where would you place recreation and leisure in Maslow’s hierarchy? Physiological Needs Social Needs Self-actualization Needs Safety Needs Esteem Needs

3. Today’s lecture • Objective is • Understand the nature and importance of communication within the organizational framework

4. What is communication “The act of imparting information, especially news”. (Oxford Dictionary, 1974) “The purpose of communication is to get that person to do something you want them to do, or to think in a way that is similar with your way of thinking.” (Slevin, 1991, 170) “Management is the practice of getting others to do what you want done, communication is the method of accomplishing this.” (Slevin, 1991, 170)

5. The nature of communication • Communication is a combination of stimuli (inputs), perception and behavior (outputs). It is operationalized in a variety of forms: • Verbal • Written • Nonverbal • Formal • Informal In small & large groups

6. We filter information • Affected by many variables • How we feel physically • How we feel emotionally • Our values • First impressions • Stereotypes • Halo effects • Subliminal issues • Selective perception

7. As a result • Know yourself • Know others • Manage your image

8. 5 R’s of transmission Reason Reduction Redundancy Readback Record 5 R’s of reception Record Readback Redundancy Reduction Reason Communication (Source; Slevin, 1991)

9. Use the 5 R’s of transmission Provide a road map Keep sentences simple (KSS principle) Use correct grammar Avoid jargon Write at the level of the reader State assumptions clearly & early Make recommendations specific & operational Use headings, sub-headings & bullets The message itselfwritten communication (Source; Slevin, 1991)

10. Use the 5 R’s of transmission Provide listener with a roadmap Establish contact Use language at level of audience Avoid unnecessary jargon Make use of your body Speak with expression Speak loudly enough to be heard Use pauses effectively Use AV aids Speak slowly Keep it simple Know your audience Use examples Use humor Lead the audience The message itselfpublic speaking (Source; Slevin, 1991)

11. Use the 5 R’s of communication Establish a comfortable situation Establish contact React to the listener Be attuned to non-verbal cues Listen actively Make the communication interactive Match the tome of voice to the message Know when to stop The message itselfinterpersonal communication (Source; Slevin, 1991)

12. Corporate Communication • Internal • External

13. Individual Telephone/ voice mail Memos & letters Pay packet enclosures Performance appraisal Meetings (formal and informal) Email Group/ company-wide Telephone/ voice mail Memos & letters Meetings Newsletters and brochures Slogans Email, web sites and Intranets Forms of internal communication

14. Identify the common culture needed Identify the available communications tools Paper-based Management behavior Staff to management forums Policies and procedures Training Determine which tools are suited for which goals Develop a description of how each tool will be used Plan for remediation Plan for implementation Implement Continuously monitor and revise ICP (Source: Bacal, R (2001) http://www.escape.ca/~rbacal/comstrat.htm)

15. Business related Suppliers & Purchasers Reception & voice mail Meetings Memos & letters Emails Websites Image-based/marketing Suppliers, vendors & General public Advertisements Press releases Articles & promotions Brochures & Websites External Communications Largely the external communication plan = the marketing plan

16. The challenge of the future • Access and disseminate more information • Scan & analyze larger amounts of data • Implement more & different ways of doing business (e-commerce, web TV) • Increase the speed of communication resulting in faster response time & decision making • Increase results orientation & accountability in communication Next lecture: Friday • Joe Lyman: Leadership