Communication

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  • 1. Communication CASE STUDY HL MUHAMMAD SAHIDAH SIN YEE UMMU
  • 2. DEFINITION• Process by which information is exchanged and understood by two or more people, usually with the intent to motivate or influence behavior1/11/2013 copyright www.brainybetty.com 2 2006 All Rights Reserved
  • 3. Communication process1/11/2013 copyright www.brainybetty.com 3 2006 All Rights Reserved
  • 4. CASE STUDY Chuck Vicente Scold him (sale (plant manager, Send e-mail manager, NY) Mexico) BUT telling Vicente’s secretary Angry replied without with VP sales & telling to him him marketing at Mexico1/11/2013 copyright www.brainybetty.com 4 2006 All Rights Reserved
  • 5. Q1) Cultural Differences Directly Action Less DirectlyDifferent Culture Rude and Impolite Communication Politely 1/11/2013 copyright www.brainybetty.com 5 2006 All Rights Reserved
  • 6. Continue… Cultural Differences United States Mexico Low Power Distance High Power Distance Monochronic Polychronic Low-Context High-Context1/11/2013 copyright www.brainybetty.com 6 2006 All Rights Reserved
  • 7. United States Mexico Low Power Distance High Power Distance• Uses an equalitarian • Having dramatically more communication strategy power than a subordinate would have • Favour a controlling strategy and behave like an autocrat1/11/2013 copyright www.brainybetty.com 7 2006 All Rights Reserved
  • 8. United States Mexico Monochronic Polychronic• This culture usually talks • Culture think that long-term about saving time, thinking is over generations wasting time, making and even centuries time and spending time • More patient, less interested in• More interested in time time management or management and measurement and more willing measurement to wait for rewards1/11/2013 copyright www.brainybetty.com 8 2006 All Rights Reserved
  • 9. United States Mexico Low-context High-context• Spells out more of the • Message cannot be information explicitly in understood without a the message great deal of background• Most of the information information is expected to be in • The information is either explicit codes, such as in the physical context or words body language; facial expressions and gesture1/11/2013 copyright www.brainybetty.com 9 2006 All Rights Reserved
  • 10. Q1) Is Understanding These Differences Important?• Very Important.• We should take these as our priority.• So that message can be delivered perfectly.• Can build a coordination.• Can get along with them if we have enough information about other cultures.1/11/2013 copyright www.brainybetty.com 10 2006 All Rights Reserved
  • 11. Q2) Main Purpose of Chuck’s Communication • Tell his Vicente problems Ruiz • Request specific explanation Chuck Moore • Make complaint Michael about the Sato situation1/11/2013 copyright www.brainybetty.com 11 2006 All Rights Reserved
  • 12. Q2) Factors That Should Considered In Communication a) The speed of feedback b) The necessity to leave a permanent record c) The elements of message d) The distances between the sender and receiver.1/11/2013 copyright www.brainybetty.com 12 2006 All Rights Reserved
  • 13. a) The Speed of Feedback • How fast do we want others to reply us? • How fast we want to get the important information from others? • If speed is crucial - telephone call or face-to- face conversation • If we need no immediate feedback - electronic mail, letters or voice mail1/11/2013 copyright www.brainybetty.com 13 2006 All Rights Reserved
  • 14. b) The Necessity To Leave a Permanent Record• If permanent record is important - memo, letters, reports or proposal• Electronic mail is another way to leave a record but its not considered as formal as memos and letters• Do not send an electronic mail without double check1/11/2013 copyright www.brainybetty.com 14 2006 All Rights Reserved
  • 15. c) The Elements of Message • We need to know what the elements of message are. • If the message is very personal one-to- one communication channel such as telephone call or personal conversation or face-to-face conversation1/11/2013 copyright www.brainybetty.com 15 2006 All Rights Reserved
  • 16. d) The distances between the sender and receiver.• We need to know the distances between the sender and the receiver.• How far the distances between the sender and the receiver?• If the distances is very far or across the border, we can choose e-mail, telephone call and so on.1/11/2013 copyright www.brainybetty.com 16 2006 All Rights Reserved
  • 17. Q2) Are the same factors should be considered when communicating with others? Yes, it is the same factors should be considered, such as:• The speed of feedback• The necessity to leave a permanent record• The elements of message• The distances between the sender and receiver• The costs• The complexity of the messageBut, by choosing of suitable communication channel is depend on the purpose of communication.1/11/2013 copyright www.brainybetty.com 17 2006 All Rights Reserved
  • 18. What would we done differently?• First, voice mail, such as make a telephone call to Vicente Ruiz directly to tell him the real problem and situation that faced by me.• Second, we will make a report include the deadline for the toys deliver and the actual quantities of ordered.• Third, we will make a request to Vicente Ruiz for face-to- face conversation to explain the details of the situation.1/11/2013 copyright www.brainybetty.com 18 2006 All Rights Reserved
  • 19. Q3) If we were Chuck…Clarify the purpose of themessage Consult others view Get a feedback Build a personal communication network1/11/2013 copyright www.brainybetty.com 19 2006 All Rights Reserved
  • 20. BEFORE Chuck Vicente Scold him (sale (plant manager, Send e-mail manager, NY) Mexico) BUT telling Vicente’s secretary Angry replied without with VP sales & telling to him him marketing at Mexico1/11/2013 copyright www.brainybetty.com 20 2006 All Rights Reserved
  • 21. AFTER Chuck Vicente (sale (plant manager, •Direct call manager, NY) then send Mexico) email •Face-to-face1/11/2013 copyright www.brainybetty.com 21 2006 All Rights Reserved
  • 22. Conclusion• The communication usually is complex, and the opportunities for sending or receiving the wrong message are innumerable, especially in the organizations.• However, organizations can develop strategies to manage crisis communication, use new communication technology, and create a climate of trust and openness to improve the communication effectiveness.1/11/2013 copyright www.brainybetty.com 22 2006 All Rights Reserved