• Share
  • Email
  • Embed
  • Like
  • Save
  • Private Content
BUS137 Chapter 12
 

BUS137 Chapter 12

on

  • 1,569 views

 

Statistics

Views

Total Views
1,569
Views on SlideShare
1,568
Embed Views
1

Actions

Likes
0
Downloads
9
Comments
0

1 Embed 1

http://in-mg61.mail.yahoo.com 1

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    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