2. TYPES OF MANAGEMENT
Collegial Model
Decisions are made democratically
Formal, Bureaucratic Model
Decisions are made by those at the top of the
hierarchy
Micro-political Model
Typified by power struggles within the organization
3. Hearing what we want to hear
Ignoring conflicting information
Being aware of our perceptions of the
communicator
Recognizing that words mean different things
to different people and
Acknowledging that there is often little
awareness and understanding about non-
verbal communication
Armstrong, 1994
4. CLARITY
Having a clear understanding of what
you want to say – the message objective
Giving reasons which explain changes of
practice or process
Incrementalizing the explanation
Relating aims to purposes and
understanding the interaction
Adair, 1986
5. POSITIVE STEPS
Using more than one communication
net or group
Encouraging two-way rather than one-
way communications
Keeping as few links in the
communication chain as possible
Handy, 1993
6. PRIORITIZE
What they must know
What they should know
(desirable but not essential)
What they could know
(relatively unimportant)
Adair, 1986
7. Listening and hearing
Listener is engaged with and concentrating on
what is being said
Giving feedback
Either constructive or destructive
Receiving feedback
Listen to the feedback rather than immediately
rejecting or arguing about it
8. Every gesture has a particular
meaning but gestures are
culturally specific
Facial expression
Distance or space
9. Emails written quickly and without due
thought may not say what we really
mean, may appear abrasive or be
misinterpreted by the receiver
Itis a good idea to review a message
before it is sent, and to delay answering
an email on a sensitive matter until you
have had time to think carefully about it
10. What would most clearly indicate the culture
of your organization or department to a
visitor?
Among your work colleagues, who do you
consider to be a good listener and why? Are
you a good listener?
Canyou recall useful feedback that you have
received?