Communication and Interpersonal Skill

Communication and Interpersonal Skill... • Describe the communication process• Learn to overcome communication barriers • Identify active listening techniques • Learn how to give effecti

Communication and Interpersonal Skill

• Describe the communication process

• Learn to overcome communication barriers

• Identify active listening techniques

• Learn how to give effective feedback

Learning Outcomes

• Describe contingency factors that affect

delegation

• Learn how to delegate

• Learn how to analyze and resolve conflict

• Explain why managers stimulate conflict

• Compare distributive and integrative

bargaining

Feedback Message Message

Noise

Communication Issues

Written Communication Verbal Communication

The Grapevine Nonverbal Cues Electronic Media

Information Overload

Apprehension

Language

Communication Barriers

Overcoming Communication Barriers

Contemporary Communication Issues

Active Listening Skills Listening Skills Active

Acceptance Responsibility

Intensity Empathy

Effective Feedback

Provide Timely Feedback

Provide Timely Feedback

Keep Feedback Impersonal

Keep Feedback Impersonal

Focus on What the Receiver Can Control

Focus on What the Receiver Can Control

Delegation Contingency Factors

• Size of the organization

• Importance of the duty or decision

• Complexity of the task

• Culture of the organization

• Qualities of employees

• Clarify the assignment

• Specify the range of discretion

• Encourage participation

• Inform others

• Establish feedback channels

Dysfunctional Functional Dysfunctional

Apathetic, stagnant Viable, innovative Disruptive, chaotic

Low High Low

When to Stimulate Conflict

• Are you surrounded by “yes” people?

• Are employees afraid to admit ignorance?

• Do decision makers sacrifice values for compromise?

• Do managers maintain an “impression” of cooperation?

• Are managers overly concerned about the feelings of others?

• Is popularity more important than performance?

• Do managers crave decision-making consensus?

• Are managers resistant to change?

• Is there a lack of new ideas?

• Is turnover unusually low?

• Use structural variables

• Appoint a “devil’s advocate”

Distributive Bargaining

Bargaining

Characteristics

The Two Types of Negotiating Strategies Negotiating Strategies The Two Types of

Party B’s Aspiration Range

Party A’s

Target Point

Party B’s Resistance Point

Party A’s Resistance Point

Party B’s Target Point

Developing Negotiation Skills

Prentice Hall

, 2001

Making Effective Presentations

• Prepare for the presentation

• Make opening comments

• Make your points

• End the presentation

• Answer questions