PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition.. PowerPoint Slides t/a Management: A Pacific Rim Focus Enhanced Edition.. PowerPoint Slides t/a Management: A Paci
Trang 1© 2003 McGraw-Hill Australia Pty Ltd PowerPoint
Slides t/a Management: A Pacific Rim Focus
Enhanced Edition Slides prepared by David
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1
CHAPTER 14
MANAGERIAL COMMUNICATION
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Slides t/a Management: A Pacific Rim Focus
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LECTURE OUTLINE
• Nature of managerial communication
• Individual communication & Interpersonal processes
• Group communication
• Organisational communication channels
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Enhanced Edition Slides prepared by David
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Communication by means of elements and
behaviours that are not coded into words.
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Managerial communication
Tours 3%
Desk work 26%
Scheduled meetings 50%
Unscheduled
meetings 12%
Telephone calls 9%
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Communication process
Sender/receiver
Sender/receiver Encoding message
Medium Decoding message
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Enhanced Edition Slides prepared by David
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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
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Slides t/a Management: A Pacific Rim Focus
Enhanced Edition Slides prepared by David
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Enhanced Edition Slides prepared by David
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strengtheningrelationships
strengtheningrelationships
building relationships by Communication’
Examples: Germany, NZ,
Australia
Low-context cultures
‘…emphasis is on information exchange & less focussed on
building relationships by Communication’
Examples: Germany, NZ,
Australia
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Enhanced Edition Slides prepared by David
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Effective communication
Active listening: ‘…listener
actively participates in
attempting to grasp facts &
the speaker’s feelings’
Active listening: ‘…listener
actively participates in
attempting to grasp facts &
the speaker’s feelings’
Feedback: both giving &
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14
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
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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.
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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.
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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
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Organisational communication channels
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Organisational communication channels
Electronic communication
Electronic mail Groupware
Internet
Voice mail Teleconferencing
Videoconferencing
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Enhanced Edition Slides prepared by David
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Enhanced Edition Slides prepared by David
Meacheam & George Sansbury