Management Communication

Contents:

Lecture 1 Basics of CommunicationLecture 2 Management & Communication Lecture 3 Organizational CommunicationLecture 4 ListeningLecture5 Oral Communication Lecture 6 NegotiationLecture 7 InterviewsLecture 8 Meetings Lecture 9 Written CommunicationLecture 10 Non-verbal CommunicationLecture 11 Cross-cultural Communication Lecture 12 Management communication of Future Organizations

References

《管理沟通指南》 MARY MUNTER 著 . 钱小军等译 . 清华大学出版社 . 1998《管理沟通—理论与实践的交融》查尔斯 ·E· 贝 克著 . 康青等译 . 中国人民大学出版社 . Prentice Hall. 2003 《管理沟通—理念与技能》魏江编著 . 科学出版社 . 2001《商务与管理沟通》 ( 第六版 ) KITTY O.LOCKER 著 . 康青等译 . 机械工业出版社 . 2005“Communication for Managers” (sixth edition). Sigband & Bell. International Thomson Publishing. 1994

Pedagogy:

Lecture

Classroom discussion & activity

Role play

Case study

Evaluation :

Classroom performance

Individual work

Group work

Final exam

3As Course Objectives

Awareness

Attitude

Action

Two Stories ：

Jack and Rose Message: “Wait for me at the usual place on 8/6 in the

coming year. ”

“Communication Failure by the Distinguished” Albert:“Who is it?” Queen:“This is the Queen.” Albert:“Who is it?” Queen: “This is Victoria.” Albert:“Who is it?” Queen: “This is your wife.”

Some People Have It That:

“Communication is not difficult, we are communicating everyday, aren’t we?”

“I have told him, so I have communicated with him.”

“I have told them, but they failed to understand me.”

“Only when I want to communicate, there will be communication.”

Implication of Communication

What is intended to say

What is said

What is heard

What is interpreted

What is responded

Basics of Communication

Definition

Process of passing and understanding information and knowledge Way to learn others’ thought, feeling, opinion and view of values , two-way effort Lubricant for effective operation of

the system

7 Basic Elements of Communication

Source

Audience

Goal

Context

Message

Channel

Feedback

Source Strategy

What is your communication objective:”As a result of this communication, my audience will...”?

What communication style do you choose: tell, sell, consult, or join?

What is your credibility: rank, goodwill, expertise, image, shared values?

Audience Strategy

Who are they: primary, secondary, gatekeeper, opinion leader, key decision-maker?How can you analyze them: as individuals? As a group?What do they know: necessary background information and new information, expectations for style, channel, and format?What do they feel: interest level, probable bias, hard or easy for them?

Goal

To inform

To instruct

To get approval

To keep the relation

Message Strategy

How can you emphasize: direct or indirect?

How can you organize a strategic message?

Communication Channel

Oral communication (face-to-face, telephone, meeting, presentation)

Written communication (memos, letters, reports, bulletin boards, posters,computer/emails, fax)

Non-verbal communication (vocal quality, facial expression, gesture, posture)

Communication Context

Psychological context

Physical context

Social context

Cultural context

Basic Communication Model

Channel Receiver

Encoding Noise Decoding

Sender Feedback

Communication Style

Low

High

Low High

Audience involvement

Join

Consult

Sell

Tell

Con

ten

t con

trol

When to use the tell/sell style

You have sufficient information

You do not need to hear others’ opinions, ideas or inputs

You need or want to control the message content yourself

When to use the consult/join style

You do not have sufficient information

You need to hear others’ opinions, ideas, or inputs

You need or want to involve your audience in coming up with the message content

Common Barriers to Communication

Time and place

Interruption during the transmission

Limit of resources

Semantics problem

Differences in perception

Inappropriate language

Inattention by either party

Lack of trust

Strategies to Communication Barriers

Choose suitable time and place

Ask

Be honest and sincere

Respect

Learn more

To Reflect on the Following Q’s:

What is the definition of communication?

Explain the basic elements of communication.

Describe the basic communication process.

What is the basic communication style?

Group Activity

Recall from past experience any encounter with others

What kind of communicative style did you use

Did you use it effectively or you might have used another style