Haslina/Topic 11 INTRODUCTION : COMMUNICATION FOR MANAGERS Meeting 1/Session 1 Saturday, 20 February...

Haslina/Topic 1Haslina/Topic 1 11

INTRODUCTION: COMMUNICATION FOR MANAGERS

Meeting 1/Session 1Saturday, 20 February 2010


SUBORDINATE

CLIENT

THIRD

PARTY


OverviewOverview

Survey on 1000 personnel managers in Survey on 1000 personnel managers in the USthe USTop 3 skills for job performance as involving Top 3 skills for job performance as involving

communicationcommunicationOther important attributes—technical Other important attributes—technical

competence, work experience, academic competence, work experience, academic b/ground & recommendations (all lagged b/ground & recommendations (all lagged behind).behind).


Other surveys support the importance of Other surveys support the importance of comm.comm.Related skills include working on teams, Related skills include working on teams,

teaching others, serving customers, leading, teaching others, serving customers, leading, negotiating, working with cultural diversity, negotiating, working with cultural diversity, interviewing, listening, conducting meetings interviewing, listening, conducting meetings and resolving conflicts.and resolving conflicts.


Subscribers of Harvard Business Review Subscribers of Harvard Business Review rated “the ability to communicate” as the rated “the ability to communicate” as the most important factor in making an most important factor in making an executive “promotable” more important executive “promotable” more important than ambition, education and capacity for than ambition, education and capacity for hard work.hard work.


Why Studying Comm. is Important?Why Studying Comm. is Important?

Globalization? Globalization? How does the two—communication and How does the two—communication and

globalization relate?globalization relate?How do the changes in the business world How do the changes in the business world

affect employees? What is the primary affect employees? What is the primary effect?effect?


Kanter (1989) notes that the work of a Kanter (1989) notes that the work of a manager was particularly affected by the manager was particularly affected by the changes in the business environment.changes in the business environment. Instead of an emphasis on planning, Instead of an emphasis on planning,

organizing and coordinating, the focus move organizing and coordinating, the focus move to communicationto communication


Understanding Understanding CommunicationCommunication

Proposition 1: Communication Can Best Proposition 1: Communication Can Best Be Described in Terms of PossibilitiesBe Described in Terms of Possibilities

- Communication and languages - Communication and languages inherently ambiguous. inherently ambiguous.



Proposition 2: Context Shapes the Proposition 2: Context Shapes the Probabilities by Creating Default Probabilities by Creating Default

AssumptionsAssumptions- The context either freezes or - The context either freezes or predisposes certain probable predisposes certain probable

interpretations interpretations



Proposition 3: Context Building is a Proposition 3: Context Building is a Dynamic ProcessDynamic Process

- A unique context emerges as people - A unique context emerges as people interact, regardless of the cultureinteract, regardless of the culture



Proposition 4: The Context May Act Like Proposition 4: The Context May Act Like Black HoleBlack Hole

- Context can exert such a strong force - Context can exert such a strong force that the probable interpretations can that the probable interpretations can

become severely warped. become severely warped.



Proposition 5: Context Construction is Proposition 5: Context Construction is Uniquely Sensitive to Time SequencingUniquely Sensitive to Time Sequencing

- Each message forms the context for the - Each message forms the context for the next messagenext message



Proposition 6: There are Multiple Proposition 6: There are Multiple Messages in Each Communication EventMessages in Each Communication Event

- For any primary message, there are - For any primary message, there are countless other messages that can be countless other messages that can be

alter the context and change the alter the context and change the interpretations.interpretations.



Proposition 7: Content and Context Proposition 7: Content and Context Interact to Produce Meaning Interact to Produce Meaning

Content consists of the actual words, Content consists of the actual words, gestures, or behaviors of senders.gestures, or behaviors of senders.


Implications for ManagersImplications for Managers

Explore the employee’s contextExplore the employee’s contextCarefully manage employee expectationCarefully manage employee expectation

Carefully frame messagesCarefully frame messagesSculpt the proper contextSculpt the proper context

Anticipate possible interpretations and misinterpretations of Anticipate possible interpretations and misinterpretations of messages, events and symbolsmessages, events and symbols

Beware of the Law of Large NumbersBeware of the Law of Large NumbersUse the Blackout tactic to clarify potentially ambiguous Use the Blackout tactic to clarify potentially ambiguous

messagesmessagesPay attention to secondary messagesPay attention to secondary messages

Recognize the utility of credible sourcesRecognize the utility of credible sources


Examining Communication Examining Communication ApproachesApproaches

If managers can communicate perfectly, If managers can communicate perfectly, how would organizations change? how would organizations change? Would the organization be more Would the organization be more

productive? Would employees be productive? Would employees be more satisfied?more satisfied?

Managers know their success is largely a Managers know their success is largely a function of their communication skills.function of their communication skills.

However, they are unclear about what However, they are unclear about what constitutes perfect communication?constitutes perfect communication?


FactsFacts

60% of employees are satisfied with 60% of employees are satisfied with communication from their supervisorcommunication from their supervisor

55% of managers are unfit for their job55% of managers are unfit for their job33% of highly effective companies give 33% of highly effective companies give

employees the opportunity to provide employees the opportunity to provide meaningful input to decisionsmeaningful input to decisions

45% of employees have confidence in the job 45% of employees have confidence in the job done by senior managementdone by senior management

70% of communication metaphors describe the 70% of communication metaphors describe the communication process as a conduitcommunication process as a conduit


The Arrow ApproachThe Arrow Approach


1.1. Judging EffectivenessJudging Effectiveness

Meaning of effective communication?Meaning of effective communication?

Focus accurately encoding their thoughts in to Focus accurately encoding their thoughts in to languagelanguage

Select, aim and firing a targetSelect, aim and firing a target

One-way activity One-way activity


Communication Communication EffectivenessEffectiveness Being able to clearly and Being able to clearly and

precisely put thoughts into precisely put thoughts into wordswords

Speaking with credibility Speaking with credibility and authorityand authority

Getting the results desired Getting the results desired by talking to employeesby talking to employees

Underlying AssumptionsUnderlying Assumptions What is clear and precise What is clear and precise

to one person is clear and to one person is clear and precise to anotherprecise to another

Credibility is something Credibility is something speaker possesses and not speaker possesses and not something given to the something given to the speaker by the audiencespeaker by the audience

Communication is a Communication is a primarily one-way activityprimarily one-way activity


2. Explaining Communication 2. Explaining Communication BreakdownsBreakdowns

Communication breakdowns are always the Communication breakdowns are always the fault of the sender or receiverfault of the sender or receiver

Responsibility should be mutualResponsibility should be mutual

Manager fail to recognize that effective Manager fail to recognize that effective communication is a shared commitment communication is a shared commitment

between sender and receiversbetween sender and receivers


3. Origins3. Origins

Most of the time communication in workplace is not the Most of the time communication in workplace is not the result of a conscious decisionresult of a conscious decision

Based on experiences and unconscious patternBased on experiences and unconscious pattern

Three major factors:Three major factors:

Technical training reinforce a stimulus/response Technical training reinforce a stimulus/response orientationorientation

Speech teacher – implies a one-way communicationSpeech teacher – implies a one-way communication

People may have personality predispositions to People may have personality predispositions to communicate this way.communicate this way.


4. Evaluation4. Evaluation

Effective expression = Effective communicationEffective expression = Effective communication

Managers assumes that:Managers assumes that:

Receivers are passive information processorsReceivers are passive information processors

Words are containers of meaningWords are containers of meaning

Encourage clear thinking, lucid expression and Encourage clear thinking, lucid expression and organized speakingorganized speaking

Link communication behavior and actionsLink communication behavior and actions


The Circuit ApproachThe Circuit Approach


1.1. Judging EffectivenessJudging Effectiveness

Actively listeningActively listening

Showing sensitivityShowing sensitivity

Making employees feel includedMaking employees feel included


2. Explaining Communication 2. Explaining Communication BreakdownsBreakdowns

People don’t connectPeople don’t connect

People are poor listenersPeople are poor listeners

Fail develop communication climateFail develop communication climate


3. Origins3. Origins

Human Relations School of Management – Human Relations School of Management – Hawthorne studiesHawthorne studies

People have natural affinity People have natural affinity


4. Evaluation4. Evaluation

Understanding = Effective CommunicationUnderstanding = Effective Communication

Problems is with understandingProblems is with understanding


Why Communication is Important to Why Communication is Important to Managers?Managers?

To delegate task/job To inform To persuade To increased satisfaction To increased productivity To get feedback


ConclusionConclusion

What have you made up from this topic?What have you made up from this topic?

Haslina/Topic 11 INTRODUCTION : COMMUNICATION FOR MANAGERS Meeting 1/Session 1 Saturday, 20 February...

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