CHAPTER 14 MANAGERIAL COMMUNICATION © 2003 McGraw-Hill Australia Pty Ltd PowerPoint LECTURE OUTLINE • • • • Nature of managerial communication Individual communication & Interpersonal processes Group communication Organisational communication channels © 2003 McGraw-Hill Australia Pty Ltd PowerPoint Managerial communication • Communication: Exchange of messages between people to achieve common meanings • Verbal: Written or oral use of words to communicate • Non-verbal: Communication by means of elements and behaviours that are not coded into words © 2003 McGraw-Hill Australia Pty Ltd PowerPoint Managerial communication Tours 3% Unscheduled meetings 12% Desk work 26% Telephone calls 9% Scheduled meetings 50% © 2003 McGraw-Hill Australia Pty Ltd PowerPoint Communication process Noise Noise Sender/receiver Sender/receiver Noise Noise Encoding Encoding message message Feedback Feedback Medium Medium Feedback Feedback Decoding Decoding message message Noise Noise Sender/receiver Sender/receiver © 2003 McGraw-Hill Australia Pty Ltd PowerPoint Noise Noise Individual communication Interpersonal processes • • • • • Perceptual processes Attribution process Semantics Cultural context Communication skills © 2003 McGraw-Hill Australia Pty Ltd PowerPoint Individual communication Interpersonal processes Perceptual processes Process individuals use to acquire and make sense out of information from the environment • Three stages: Selecting, organising, interpreting • Distortions: Stereotyping, Halo effect, Projection, Perceptual defence © 2003 McGraw-Hill Australia Pty Ltd PowerPoint Individual communication Interpersonal processes Attribution process Theory attempting to explain how individuals make judgements or attributions about the cause of another’s or, their own, behaviour • Fundamental attribution error: Tendency to underestimate situational influences & to overestimate dispositional influences • Self-serving bias: Attributing oneself as responsible for successes & others for failures © 2003 McGraw-Hill Australia Pty Ltd PowerPoint Individual communication Interpersonal processes Semantics: • Semantic net Network of words and word meanings a given individual has available for recall • Semantic blocks Blockages or communication difficulties arising from word choices © 2003 McGraw-Hill Australia Pty Ltd PowerPoint Individual communication Interpersonal processes Cultural context: High-context High-context cultures cultures ‘…emphasise ‘…emphasise establishing establishing& & strengthening strengthening relationships relationships in incommunication communication while while exchanging exchanging Information’ Information’ Examples: Examples:Asia, Asia,China China Low-context Low-context cultures cultures ‘…emphasis ‘…emphasisisison on information informationexchange exchange & &less lessfocussed focussedon on building building relationships relationshipsby by Communication’ Communication’ Examples: Examples:Germany, Germany,NZ, NZ, Australia Australia © 2003 McGraw-Hill Australia Pty Ltd PowerPoint 10 Individual communication Interpersonal processes Communication skills: Active Activelistening: listening: ‘…listener ‘…listener actively activelyparticipates participatesin in attempting attemptingto tograsp graspfacts facts&& the thespeaker’s speaker’sfeelings’ feelings’ Feedback: Feedback:both bothgiving giving&& receiving receivingisisimportant important Deal Dealwith with‘…specific, ‘…specific, observable observablebehaviour, behaviour, not notgeneralities.’ generalities.’ Importance Importanceof ofseeking seeking customer customerfeedback feedback Effective Effective communication communication © 2003 McGraw-Hill Australia Pty Ltd PowerPoint 11 Group communication networks Communication network: Pattern of information flow among task-group members © 2003 McGraw-Hill Australia Pty Ltd PowerPoint 12 Group communication networks Chain Centralised X Y Wheel X X All-channel Decentralised Circle © 2003 McGraw-Hill Australia Pty Ltd PowerPoint 13 Organisational communication channels Communication channels: Patterns of organisational communication flow representing potential established conduits through which managers and other organisation members can send and receive information • Vertical communication • Horizontal communication • Informal communication © 2003 McGraw-Hill Australia Pty Ltd PowerPoint 14 Organisational communication channels Vertical communication: Lateral or diagonal message exchange either within work unit boundaries, involving peers, reporting to the same supervisor, or across work-units boundaries, involving individuals who report to different supervisors or, across work unit boundaries © 2003 McGraw-Hill Australia Pty Ltd PowerPoint 15 Organisational communication channels Vertical communication: • Downward communication – Can be distorted by faulty message due to sender error – Managers overuse downward communication – Filtering (deliberate or accidental) • Upward communication – Can be distorted by ‘only’ favourable messages going up – Managers don’t encourage upward flow © 2003 McGraw-Hill Australia Pty Ltd PowerPoint 16 Organisational communication channels Horizontal communication: Lateral or diagonal message exchange within work-unit boundaries, involving peers reporting to the same supervisor, or across work-unit boundaries, involving individuals who report to different supervisors Impeding factors: • Rivalry • Indifference to work of others • Low motivation due to discouraging of horizontal communication © 2003 McGraw-Hill Australia Pty Ltd PowerPoint 17 Organisational communication channels Informal communication: Communication which takes place without regard to hierarchical or task requirements Problems: • Can carry gossip/distorted information Benefits: • Valuable tool for continuation/propagation of culture © 2003 McGraw-Hill Australia Pty Ltd PowerPoint 18 Organisational communication channels Electronic mail Groupware Electronic communication Internet Videoconferencing Voice mail Teleconferencing © 2003 McGraw-Hill Australia Pty Ltd PowerPoint 19 Lecture summary • Nature of managerial communication – Verbal, non-verbal • Individual communication & interpersonal processes – Attribution process – Semantics – Cultural context – Communication skills © 2003 McGraw-Hill Australia Pty Ltd PowerPoint 20 Lecture summary • Group communication Networks • Organisational communication channels Vertical Horizontal Informal © 2003 McGraw-Hill Australia Pty Ltd PowerPoint 21 [...]... horizontal communication © 2003 McGraw-Hill Australia Pty Ltd PowerPoint 17 Organisational communication channels Informal communication: Communication which takes place without regard to hierarchical or task requirements Problems: • Can carry gossip/distorted information Benefits: • Valuable tool for continuation/propagation of culture © 2003 McGraw-Hill Australia Pty Ltd PowerPoint 18 Organisational communication. .. McGraw-Hill Australia Pty Ltd PowerPoint 15 Organisational communication channels Vertical communication: • Downward communication – Can be distorted by faulty message due to sender error – Managers overuse downward communication – Filtering (deliberate or accidental) • Upward communication – Can be distorted by ‘only’ favourable messages going up – Managers don’t encourage upward flow © 2003 McGraw-Hill... Group communication networks Chain Centralised X Y Wheel X X All-channel Decentralised Circle © 2003 McGraw-Hill Australia Pty Ltd PowerPoint 13 Organisational communication channels Communication channels: Patterns of organisational communication flow representing potential established conduits through which managers and other organisation members can send and receive information • Vertical communication. .. communication channels Electronic mail Groupware Electronic communication Internet Videoconferencing Voice mail Teleconferencing © 2003 McGraw-Hill Australia Pty Ltd PowerPoint 19 Lecture summary • Nature of managerial communication – Verbal, non-verbal • Individual communication & interpersonal processes – Attribution process – Semantics – Cultural context – Communication skills © 2003 McGraw-Hill Australia... Horizontal communication • Informal communication © 2003 McGraw-Hill Australia Pty Ltd PowerPoint 14 Organisational communication channels Vertical communication: Lateral or diagonal message exchange either within work unit boundaries, involving peers, reporting to the same supervisor, or across work-units boundaries, involving individuals who report to different supervisors or, across work unit boundaries... observable observablebehaviour, behaviour, not notgeneralities.’ generalities.’ Importance Importanceof ofseeking seeking customer customerfeedback feedback Effective Effective communication communication © 2003 McGraw-Hill Australia Pty Ltd PowerPoint 11 Group communication networks Communication network: Pattern of information flow among task-group members © 2003 McGraw-Hill Australia Pty Ltd PowerPoint...Individual communication Interpersonal processes Communication skills: Active Activelistening: listening: ‘…listener ‘…listener actively activelyparticipates participatesin in attempting attemptingto tograsp graspfacts facts&& the thespeaker’s speaker’sfeelings’ feelings’ Feedback: Feedback:both bothgiving giving&& receiving receivingisisimportant important Deal Dealwith with‘…specific, ‘…specific, observable... McGraw-Hill Australia Pty Ltd PowerPoint 16 Organisational communication channels Horizontal communication: Lateral or diagonal message exchange within work-unit boundaries, involving peers reporting to the same supervisor, or across work-unit boundaries, involving individuals who report to different supervisors Impeding factors: • Rivalry • Indifference to work of others • Low motivation due to discouraging... interpersonal processes – Attribution process – Semantics – Cultural context – Communication skills © 2003 McGraw-Hill Australia Pty Ltd PowerPoint 20 Lecture summary • Group communication Networks • Organisational communication channels Vertical Horizontal Informal © 2003 McGraw-Hill Australia Pty Ltd PowerPoint 21