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BUS137 Chapter 12

BUS137 Chapter 12






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    BUS137 Chapter 12 BUS137 Chapter 12 Presentation Transcript

    • McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
    • Learning Objectives
      • L01: Advantages of two-way communication
      • L02: Communication problems to avoid
      • L03: How to become a better “sender” and “receiver” of information
    • Interpersonal Communication
      • Communication
        • Transmission of information and meaning from one party to another through the of shared symbols
      • One-Way Communication
        • Information flows in only one direction – from sender to receiver, no feedback loop
      • Two-Way Communication
        • Information flows in two directions - receiver provides feedback, and sender is receptive to feedback
    • Interpersonal Communication Pitfalls
      • Perception
        • process of receiving and interpreting information
      • Filtering
        • process of withholding, ignoring, or distorting information
    • Verbal Behavior
      • Clear, slow speech
        • Enunciate each word. Do not use colloquial expressions.
      • Repetition
        • Repeat each important idea using different words to explain the same concept.
      • Simple sentences
        • Avoid compound, long sentences.
      • Active verbs
        • Avoid passive verbs.
    • Nonverbal Behavior
      • Visual restatements
        • Use as many visual restatements as possible, such as pictures, graphs, tables, and slides.
      • Gestures
        • Use more facial and appropriate hand gestures to emphasize meaning of words.
      • Demonstrations
        • Act out as many themes as possible.
      • Pauses
        • Pause more frequently.
      • Summaries
      • Hand out written summaries of your verbal presentation.
    • Accurate Information
      • Silence
        • Do not jump in to fill the silence.
      • Intelligence
        • Do not equate poor grammar and mispronunciation with lack of intelligence
      • Differences
        • If unsure, assume difference, not similarity.
    • Comprehension
      • Understanding
        • Do not just assume that they understand
      • Checking comprehension
        • Have colleagues repeat their understanding of material back to you.
    • Design
      • Breaks
        • Take more frequent breaks.
      • Small modules
        • Divide material to be presented into smaller modules.
      • Longer time frame
        • Allocate more time for each module than you usually need for presenting same material to native speakers of your language.
    • Motivation
      • Encouragement. Verbally and nonverbally encourage and reinforce speaking by nonnative-language participants.
      • Drawing out. Explicitly draw out marginal and passive participants.
      • Reinforcement. Do not embarrass novice speakers.
    • Various Channels of Communication
      • Oral communication
        • face-to-face & telephone conversations, formal presentations
      • Written communication
        • email, memos, letters, reports, computer files, & other written documents
      • There are advantages and disadvantages of oral and written communication
    • Electronic Media
      • Advantages
        • Flexible and efficient channels
        • Reduce time and expenses
        • Ability to work virtually
        • Availability of “richer” media for complex or critical messages
      • Disadvantages
        • Difficulty in solving some complex problems
        • Less suitable for confidential information, conflict management, and negotiating
        • Electronic overload
    • Improving Communication Skills
      • Senders can improve their:
        • Presentations
        • Writing
        • Word choice
        • Body language
    • Improving Presentations
      • Spend adequate time on the content of the presentation.
      • Clearly understand the objective of the presentation.
      • Tell the audience the purpose of the presentation
      • Provide meaning, not just data.
      • Practice, practice, practice
    • Improving Presentations (cont’d)
      • Remember that a presentation is more like a conversation than a speech.
      • Remember the incredible power of eye contact.
      • Allow imperfection.
      • Be prepared to answer tough questions.
      • Provide a crisp wrap-up.
    • Improving Writing & Language Skills
      • Correct spelling, punctuation, & grammar
        • Refer to a dictionary or thesaurus when necessary
      • Think through message you want to convey
        • Make it clear and logical
      • Make message organized, readable, and succinct
      • Put it away and let it simmer
      • Revise 1st draft; delete unnecessary words, sentences, and paragraphs
      • Use jargon appropriately.
    • Improving Nonverbal Communication
      • Use time appropriately
      • Make your office arrangement conducive to open communication
      • Remember your body language
      • Be aware of the difference in nonverbal signals in different countries
    • Improving Listening Skills
      • Find an area of interest.
      • Judge content, not delivery.
      • Hold your fire.
      • Listen for ideas.
      • Be flexible.
      • Restrict distraction.
      • Exercise your mind.
      • Keep your mind open.
      • Capitalize on thought speed.
      • Work at listening.
    • Improving Reading Skills
      • Read memos and e-mail as soon as possible.
      • Skim most messages, but carefully read important messages
      • Consider taking courses to improve your reading comprehension
      • Read materials outside of your immediate concern or area
    • Improving Observing & Interpreting Skills
      • Practice reading the nonverbal cues of your audience
      • Become aware of cultural differences to minimize misinterpretations
    • YOU should be able to
      • L01: Discuss important advantages of two-way communication
      • L02: Identify communication problems to avoid
      • L03: Describe when and how to use various communication channels
    • YOU should be able to
      • L04: Summarize ways to become a better “sender” and “receiver” of information
      • L05: Explain how to improve downward, upward, and horizontal communication
      • L06: Summarize how to work with the company grapevine
      • L07: Describe the boundaryless organization and its advantages
    • Test Your Knowledge
      • Read the story on page 268
      • Corporate Accountability International uses several methods to gets its “Think Outside the Bottle” message across. Identify which methods demonstrate one-way communication (from CAI to the public) and which demonstrate two-way communication (between CAI to the public).
      • The group uses a variety of communication channels or mechanisms to educate consumers about bottled versus tap water. List as many as you can. Which do you think are most effective, and why?
    • Test Your Knowledge
      • Which of the following might demonstrate top management support and commitment to managing diversity?
      • A) Affirmative action programs to recruit minority members
      • B) Integration of corporate facilities (i.e. disabled access)
      • C) Establishment of support groups
      • D) Linking management compensation to diversity efforts
      • E) Adhering to all civil rights legislation
    • Test Your Knowledge
      • Which of the following is NOT likely to facilitate
      • effective communication with someone who speaks a
      • different language?
      • A) Take frequent breaks
      • B) use many visual aids
      • C) Use hand and facial gestures
      • D) Repeat important ideas in alternative ways
      • E) Use passive verbs
    • Test Your Knowledge
      • Improving your sender skills includes which of
      • the following?
      • A) Making persuasive presentations
      • B) Writing
      • C) Language use
      • D) Sending nonverbal messages
      • E) All of the above.
    • Test Your Knowledge
      • Coordination, conflict resolution and social
      • support are all important functions of:
      • A) vertical communication.
      • B) horizontal communication.
      • C) downward communication.
      • D) upward communication.
      • E) staff communication.
    • Test Your Knowledge
      • XYZ Corporation is an organization where information
      • is available as needed, moving quickly and easily
      • enough so that the organization functions far better as
      • a whole team than as separate parts. XYZ Corporation can best
      • be described as which type of organization?
      • A) Vertical
      • B) Horizontal
      • C) Downward
      • D) Upward
      • E) Boundaryless