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Chapter 4 managing communications hbo

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MANAGING
COMMUNICATIONS
Human Behavior in Organization
Professor Melvin Vitug Moraga
Learning Objectives
To understand:
 The two-way communciation process
 Barriers to communication
 Factors leading to effective communciation
 Downward and upwad communciations
problems
Introduction
 Communication is ...
 Communication travels ...
 upward, downward, laterally
 an ever-present activity
 how people relate to one another and
combine efforts
 necessary for the health of organization
Introduction
 Listening and humility are
important parts of the
communication process
Communication Fundamentals
 Communication is the transfer of information
understanding from one person to another person
 The goal is for receivers to understand
the message as it was intended
 Two people are required
Communication Fundamentals
 There is no communication until a message is ...
 receive
 interpreted
 understood
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Chapter 4 managing communications hbo

  • 1. MANAGING COMMUNICATIONS Human Behavior in Organization Professor Melvin Vitug Moraga
  • 2. Learning Objectives To understand:  The two-way communciation process  Barriers to communication  Factors leading to effective communciation  Downward and upwad communciations problems
  • 3. Introduction  Communication is ...  Communication travels ...  upward, downward, laterally  an ever-present activity  how people relate to one another and combine efforts  necessary for the health of organization
  • 4. Introduction  Listening and humility are important parts of the communication process
  • 5. Communication Fundamentals  Communication is the transfer of information understanding from one person to another person  The goal is for receivers to understand the message as it was intended  Two people are required
  • 6. Communication Fundamentals  There is no communication until a message is ...  receive  interpreted  understood
  • 7. The Importance of Communication  Organizations cannot exist without  Coordination of work  Input to management  Instructions  Cooperation  Feelings and needs
  • 8. The Importance of Communication  Every act of communication influences the organization is some way  effective communication encourages better performance  Open communication is better than restricted communication  informed employee usually respond favorably  open-book management is open and transparent
  • 9. The Importance of Communication  Managers ...  initiate communication and pass messages on  interpret communications for employees  need timely, useful information to make sound decisions
  • 10. Two Way Communication Process to be continued
  • 11. Communication Barriers (Noise)  Personal barriers – emotions, values, and poor listening  Psychological distance – emotional separation  Physical barriers – occurs in environment  Proxemics  Semantics  Jargon  Slang  Translation  Inference
  • 12. 3 Communication Symbols  Words  Context provides meaning  Social cues – positive or negative bits of information that influence how people react to a communication  Pictures  used to clarify word communication  Action  known as nonverbal communication  handshake, smile, facial reaction
  • 13. Non-Verbal Communication  Key Points  Failure to act is a way of communicating  Actions speak louder than words  Credibility gaps cause problems  Body language provides meaning
  • 14. Downward Communcation  Managers who communicate successfully are...  Sensitive to human needs  Open to true dialog with employees  Flashy but often ineffective communication methods  Powerpoint presentations  Elaborately planned meetings
  • 15. Downward Communcation  Prerequisites  Develop a positive communication attitude  Get informed  Plan for communication  Develop trust  Problems  Communication overload  Acceptance of communication - quality is preferable to quantity
  • 16. Downward Communcation  Communication Needs  Job instruction – needed to undertake task appropriately  Realistic job previews – giving of samples of organizational reality  Performance feedback – helps them know what to do and how they are meeeting the goals  News – fresh and timely farming out of information  Social support – perception that they are caredf for, esteemed and value
  • 17. Upward Communcation  A flow of communication from employees going to management  Problems  Delay  Filtering  Silence  Need for a response  Distortion  Common Problems
  • 18. Upward Communcation  Upward Communication Practices  Questioning  Listening  Employee meeting  Open-door policy  Management by walking around  Participation in social groups  A policy stating what kind of information are desired to build better upward communication
  • 19. Guidelines for Effective Listening  Stop talking!  Put the talker at ease  Show that you want to listen  Remove the distraction  Emphatize with the talker  Be patient  Hold your temper  Ask relevant questions  Stop talking!
  • 20. Other Forms of Communcation  Lateral Forms of Communication  Cross-communication  Boundary spanners  Networkinh  Ombudsperson  Electronic communicatoin  Electronic mail  Blogs  Virtual offices
  • 21. Informal Communcation  The Grapevine  Co-exist with the formal communication system  Includes all informatio communication  Can be both inside and outside organization
  • 22. Rumor  Lateral Forms of Communication  Often used as a synonym for “grapevine”  Information communicates without verification  Generally incorrect  Prompted by interest and ambiguity  Subject to filtering and elaborating  Types of Rumor  Historical and explanatory  Spontaneous and action-oriented  Posittive or negative
  • 23. Case: A Breakdown in Communication Linda San Jose, a single mother with three children, was hired as an order-entry clerk for a trucking firm. Her first two weeks on the job were spent in a special class from 8:00 A.M. to 4:00 P.M., where she learned how to sort, code, and enter the orders on the computer. An instructor worled with her constantly at first, and then less frequently as she gained skill and confidence. Linda was happy to have the job and enjoyed her work schedule. When the training was completed, she was told to report to the order- entry department the following Monday. When she was first employed, either Linda failed to read and understand the printed information about her regular work schedule or perhaps the recruiter forgot to tell her that she was to fill a spot in a special shift that worked from 4:00 A.M. until noon. In any case Linda failed to report to work on the early schedule on the first day of the regular work. When she did arrive at 8:00 A.M. her supervisor criticized her for lack of responsibility. Jose responded by saying that she could not work the early shift because she had to prepare her children for school, and she threatened to resign if she could not work on the later shift. Because of the heavy workload and a difficult labor market, the supervisor needed Linda to do the job, yet had no room for her in the 8:00 A.M. to 4:00 P.M. shift. QUESTIONS: 1. Anlayze the communication problems in this case. Discuss ideas such as upward and downward cummunication, listening and feedback. 2. Explain how you would handle the employment situation at the end of the case. What ideas from the lesson could be applied to help resolve this problem?