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MGT100 Organization and Management

MGT100 Organization and Management. Topic VII. Managerial Communication Skills. Content Understanding communication Organizational communication Barriers of communication Communications and information technology Developing interpersonal skills. Communication

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MGT100 Organization and Management

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  1. MGT100 Organization and Management Topic VII

  2. Managerial Communication Skills • Content • Understanding communication • Organizational communication • Barriers of communication • Communications and information technology • Developing interpersonal skills

  3. Communication The process of transmitting information from one person to another Communication process Understanding Communication Noise Sender encodes message Channel Receiver decodes message (return message encoded) (return message decoded) Feedback Loop

  4. Understanding Communication Behavior, appearance, actions and attitudes • Nonverbal communication • Managers also use symbols to communicate what is important • Nonverbal communication occurred mostly face to face • Three sources of face-to-face communication • Verbal • Vocal • Facial expressions

  5. Organizational Communication • Formal communication channels • Downward communication • Upward communication • Horizontal communication • Informal communication channels • Developing personal communication networks • Management by wandering around • The grapevine

  6. Organizational Communication • Upward communication • Problems and exceptions • Suggestions for improvement • Performance reports • Grievances and disputes • Financial and accounting information • Interpret • Downward communication • Implementation of goals, strategies • Job satisfactions and rationale • Procedures and practices • Performance feedback • Indoctrination • Influence • Horizontal communication • Intradepartmental problem solving • Interdepartmental coordination • Change initiatives and improvements • Coordinate

  7. Organizational Communication • Developing personal communication networks • People share information across boundaries and reach out to anyone who can further the goals of the team and organization • Management by wandering around • Managers have a chance to describe key ideas and values to employees and, in turn, learn about the problems and issues confronting employees • The grapevine • The grapevine tends to be more active during periods of change, excitement, anxiety, and sagging economic conditions

  8. Barriers of Communication Emotions Selective Perception Gender Information Overload Language Filtering National Culture

  9. Barriers of Communication • Overcome communication barriers • Use feedback • Check the accuracy of what has been communicated • Use simplified language • Use words that the intended audience understands • Constrain emotions • Recognize when your emotions are running high. • Emphasis on nonverbal cues • Be aware that your actions speak louder than your words

  10. Communications and Information Technology • Networked computer system • Email • Instant messaging (IM) • Voice-mail system • Facsimile or fax machines • Electronic data interchange (EDI) • Meetings

  11. Communications and Information Technology • Effects of wireless capabilities • Employees no longer have to be at their desks with their computers plugged in and turned on in order to communicate with others in the organization • Knowledge management • Cultivating a learning culture in which organizational members systematically gather knowledge and share it with others

  12. Developing Interpersonal Skills • Active listening skills • Feedback skills • Empowerment skills • Negotiation skills

  13. Developing Interpersonal Skills • Active listening skills • Intensity • Empathy • Acceptance • A willingness to take responsibility for completeness

  14. Developing Interpersonal Skills • Feedback skills • Positive vs negative feedback • Effective feedback • Focus on specific behavior • Keep feedback impersonal • Keep feedback goal oriented • Make feedback well timed • Ensure understanding • Direct negative feedback toward behavior that the receiver can control

  15. Developing Interpersonal Skills • Empowerment skills • Effective delegate • Clarify the assignment • Specify employees’ range of discretion • Allow employees to participate • Inform others that delegation has occurred • Establish feedback control

  16. Developing Interpersonal Skills • Negotiation skills • Differing bargaining strategies • Distribute bargaining • Integrative bargaining • Develop effective negotiation skills • Effective presentation

  17. Summary • Communication, along with decision making, is one of the fundamental skills necessary for effective management • It is therefore important to identify ways in which interpersonal communication can be improved, and then extend these into examining ways in which organizational communication can be improved

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