38874461 communicating-for-success-in-management


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38874461 communicating-for-success-in-management

  1. 1. COMMUNICATINGFOR SUCCESSIN MANAGEMENT Virginia B. Bautista 08.16.2010
  2. 2. COMMUNICATION: The Manager StyleMeet Manager 1:His name is Mr. TaylorHe manages the InformationTechnology in a divisionA communication satisfaction surveyresult was communicated to him. Communicating for SUCCESS in 22 management
  3. 3. The findings:THE STAFF WAS LESS THANSATISFIED.Mr. Taylor’s reaction:Defensive, combative Communicating for 33 SUCCESS in management
  4. 4. Mr. Taylor said:“Why should I take my time to ensurethat people understand? I send e-mails because then I know that I’vecommunicated my message. Then Idon’t have to worry about it. Theygot my message. Meetings like thisare a waste of my time and thecompany’s time.” Communicating for 44 SUCCESS in management
  5. 5. Click to edit Master text stylesMr. Taylor is a Second level ● Third levelmanager that ● Fourth leveluses the ● Fifth levelARROWapproach. Communicating for 55 SUCCESS in management
  6. 6. What is effective communication? “Being able to clearly and precisely put my thoughts into words.” “Speaking with credibility and authority on topics I know about.” “Getting the results I want by talking to my people.” Communicating for 66 SUCCESS in management
  7. 7. The ARROW Manager’s Assumptionsabout Communication Effectiveness“Being able to clearly and precisely put mythoughts into words.”¡ What is clear and precise to one person is clear and precise to the other. Communicating for 77 SUCCESS in management
  8. 8. The ARROW Manager’s Assumptions about Communication Effectiveness “Speaking with credibility and authority on topics I know about.”¡ Credibility is something the speaker possesses and not something given to the speaker by the audience. Communicating for 88 SUCCESS in management
  9. 9. The ARROW Manager’s Assumptions about Communication Effectiveness“Getting the results I want bytalking to my people.”¡ Communication is primarily a one-way activity. Communicating for 99 SUCCESS in management
  10. 10. You are an ARROW manager if:You focus on accurately encoding yourthoughts into language – much likeselecting, aiming, and firing arrows ata target.You see communication as a one-wayactivity based primarily on the skillsof the sender. Communicating for 1010 SUCCESS in management
  11. 11. You are an ARROW manager if:You view receivers as passiveprocessors of information who reactappropriately if the words are “on themark.”You think feedback is not onlyimprobable, but also unnecessary. Communicating for 1111 SUCCESS in management
  12. 12. ARROW MANAGERS believe that:Effective Xexpression =Effectivecommunication Communicating for 1212 SUCCESS in management
  13. 13. Why do managers adopt this style?The technical training of manymanagers reinforces astimulus/response orientation.They think their “Speech teacher”style works.Certain people may have personalitypredispositions to communicate inthis way. Communicating for 1313 SUCCESS in management
  14. 14. Meet Manager 2:Mark is district sales manager for a nationallife insurance company.His office visits to “touch base” with thesales agents in his district were met witheager anticipation.Why?Mark conducted his “meetings” in off-sitelocations, e.g. golf course or ski village. Communicating for 1414 SUCCESS in management
  15. 15. For Mark, the meeting agenda wasequally stimulating because the teamrarely talked about business,production goals, or skilldevelopment.Mark was a master of rapport ,camaraderie, and a teamenvironment. Communicating for 1515 SUCCESS in management
  16. 16. He assumed that because the agents“felt good” about working for him, andhence the company, they would thenbe more motivated to produce.The result?A happy, cohesive team that improvedon their golf scores more than theirselling skills or sales record. Communicating for 1616 SUCCESS in management
  17. 17. Everybody loved Mark but fewrespected his managerial abilities. CIRCUITMark is amanager. Communicating for 1717 SUCCESS in management
  18. 18. What is effective communication?“Effective communication is activelylistening to my coworkers, so I know whatmakes them happy.”“I’m effective as a manager when I amsensitive to employees’ needs and concerns. Then I try to commmunicate that sensitivityby adapting my message to each individual.” Communicating for 1818 SUCCESS in management
  19. 19. What is effective communication?“My communication is effective whenmy employees feel included andunderstood.” Communicating for 1919 SUCCESS in management
  20. 20. The CIRCUIT Manager’s Assumptions about Communication Effectiveness¡ Job satisfaction is the goal or organizational communication.¡ Messages are exclusively interpreted in the context of interpersonal relationships.¡ Openness is useful in all circumstances. Communicating for 2020 SUCCESS in management
  21. 21. The CIRCUIT Manager’s Assumptions about Communication EffectivenessUnderstanding will lead toagreement.Understanding is the primary goaland is always more acceptablethan ambiguity. Communicating for 2121 SUCCESS in management
  22. 22. CIRCUIT MANAGERS believe that:Understanding X= Effectivecommunication Communicating for 2222 SUCCESS in management
  23. 23. Why do managers adopt this style?The human relations school ofmanagement has influenced manyleaders.Some Communication teachersencourage a Circuit orientation.Some people have a natural affinityfor the Circuit orientation. Communicating for 2323 SUCCESS in management
  24. 24. Causes of Communication Breakdown in both approaches Arrow CircuitArrow managers treat People just “don’tcommunication as an connect.”event, and not as a Circuit managers spendprocess. vast amount of time in “reaching an understanding” and “building relationships.” Communicating for 2424 SUCCESS in management
  25. 25. Arrow CircuitThe words “Just read People are poormy e-mail,” or “Read listeners.my lips” create an The Circuit managerillusion that meaning believes thatresides in words. communication relationships, like electrical circuits, can operate only under certain conditions. Communicating for 2525 SUCCESS in management
  26. 26. Communication as a DanceDance involves patterns, movements, andcreativity.There are as many styles of dance asthere are people.Tastes in dance vary, styles change, andtrends come and go.It is unrepeatable and irreversible. Communicating for 2626 SUCCESS in management
  27. 27. The same are true withCOMMUNICATION. Communicating for 2727 SUCCESS in management
  28. 28. BASIC PRINCIPLESOF COMMUNICATIONCommunication is used formultiple purposes.The scientist, politician, salesperson,philosopher, and preacher may beusing the same language, but withdifferent objectives or intentions. Communicating for 2828 SUCCESS in management
  29. 29. BASIC PRINCIPLES OF COMMUNICATIONCommunication involves coordinationof meanings.“Communication is the process by whichpersons co-create, maintain and alterpatterns of social order, but… thecoordination of talk through which patternsof order emerge is not necessarily based onmutual understanding or a shared socialreality.”– COORDINATED MGMT. OFMEANING Communicating for 2929 SUCCESS in management
  30. 30. BASIC PRINCIPLES OF COMMUNICATIONCommunication involves co-orientation.Effective communicators can forecastwith some accuracy the actions ofothers, their responses, andinterpretations. Communicating for 3030 SUCCESS in management
  31. 31. BASIC PRINCIPLES OF COMMUNICATIONCommunication is rule-governed.A wide range of implicit rules governconversations, e. g. who has the rightto initiate or terminate aconversation, and what topic areappropriate to talk about. Communicating for 3131 SUCCESS in management
  32. 32. 2 Types of Rules in communicationRegulative rules – guide or regulateaction of the communication event.Example: If a person’s comments areunclear, then ask for clarification.Interpretation rules – communicators’rules for abstracting the meaning outof a message. Communicating for 3232 SUCCESS in management
  33. 33. Example of interpretation rulesWhen a manager says, “Tell me more,” what does he mean? Communicating for 3333 SUCCESS in management
  34. 34. Remember this:Understanding is not the goal, but themeans to attain the goals of anorganization. Communicating for 3434 SUCCESS in management
  35. 35. How can managers use theirknowledge on effectivecommunication in their jobs?
  36. 36. Explore the Employees’ context.The more managers know about thecontext in which employees interpretactions and messages, the greaterthe likelihood that they can actuallypredict the probable interpretations. Communicating for 3636 SUCCESS in management
  37. 37. MBWAManagement by wandering aroundhelps managers learn about employeeattitudes, environment, needs anddesires.This can help managers design theircommunication taking intoconsideration the bg of theemployees. Communicating for 3737 SUCCESS in management
  38. 38. Carefully manage employeeexpectationsExample: If the employees expect wageincrease, and then the managerannounced that no salary increase willhappen, employees would feel badabout the announcement.However, if the employees expect joblosses or retrenchment, then the no-salary-increase announcement wouldstill be “good news” for them. Communicating for 3838 SUCCESS in management
  39. 39. Think about the possible interpretationand misinterpretation of messages,events, and symbols.If communication can fail, it will!Managers can’t be 100% certain thattheir messages will be understood asintended. Communicating for 3939 SUCCESS in management
  40. 40. Pay attention to secondary messages.Listen to what the people are notsaying.Pay attention to non-verbal cues.Examine the way people dress, put onmake-up, purchase items, or even theway they spend their break time or“idle” hours at work. Communicating for 4040 SUCCESS in management
  41. 41. Carefully frame messages.To frame means to hold a particularmeaning over another.Sharing our own frame with others ismanaging meaning with them. Communicating for 4141 SUCCESS in management
  42. 42. Sculpt the proper context.Build enough frames and a context emerges.Skilled managers and companies carefullycraft contexts by artfully accentuating certaininterpretations while chiseling away others.Example: Put your company mantra all overthe workplace.Consistently use the company mantra asbases for the employee development program. Communicating for 4242 SUCCESS in management
  43. 43. COMMUNICATING THE CORPORATE CULTURECULTURE includes the entire symbolicenvironment;CULTURE defines reality;CULTURE defines what is, what should be, andwhat can be.
  44. 44. CORPORATE CULTUREThe underlying belief and valuestructure of an organizationcollectively shared by the employeesand symbolically expressed in avariety of overt and subtle ways. Communicating for 4444 SUCCESS in management
  45. 45. Does culture matter?Culture influences how anorganization analyzes and solvesproblems.Culture influences how the companywill respond to changes.Culture impacts employee motivationand customer satisfaction. Communicating for 4545 SUCCESS in management
  46. 46. How can leaders effectivelycommunicate the culture?The effective leader teaches employees whatthe corporation values, why it is valued, andhow to transform values into action.Employees, thru the assistance of themanager, must be able to transform corporatemantra into personal commitments andexperiences.Every manager creates a kind of subculturewithin the company culture. Communicating for 4646 SUCCESS in management
  47. 47. Strategies for communicating values:Craft actionable cultural statements.The company’s VMG must bespecifically worded, and not tooambiguous. Communicating for 4747 SUCCESS in management
  48. 48. Strategies for communicating values:Appropriately socialize employees.When an employee is newly hired, besure to let him mingle with the “right”employees who have the “right” valuesconsistent with the company’s.The way employees talk to one another,the office design, and even the hiringprocess are all indicators of thecorporate culture. Communicating for 4848 SUCCESS in management
  49. 49. Strategies for communicating values:Research indicates that the initial weeksof employment are a critical period forthe manager to exert influence.Supervisors, to some extent, lose theirpower to shape the values, beliefs, andbehaviours of employees after the firstmonth or so.– THIS IS THE REASONTRAINING IS IMPORTANT! Communicating for 4949 SUCCESS in management
  50. 50. Strategies for communicating values:Develop symbolic reminders of thecore values.Symbols reinforce critical values,acting as continual reminders of whatthe organization stands for.Example: The IQUAME and ISOcertifications are posted in offices. Communicating for 5050 SUCCESS in management
  51. 51. Strategies for communicating values:Link values with specific behavioursValues are abstract concepts. These valuesmust be translated to tangible items.Example: Wal-Mart: 10-foot rule to betterserve the customers. Employees who comeas close as 10 feet with a customer shall“look him in the eye, greet him, and askhim if he can help him.” Communicating for 5151 SUCCESS in management
  52. 52. Other examples:Imperial Inc. has a “Two rings are plenty”rule. This means that when a phonerings, someone has to answer within tworings. This translates customer serviceinto tangible behavior.AUF-IS values strong belief in God, so asits form of greeting, students say, “Pax etvenia a Deo.” Communicating for 5252 SUCCESS in management
  53. 53. Strategies for communicating values:Filter information through thevalues.Managers use the company values tostructure information.With all the information available, themanager should be able to find a“focus” by highlighting significantinformation related to the values ofthe organization. Communicating for 5353 SUCCESS in management
  54. 54. Strategies for communicating values:Tell the right stories and createopportunities to originate stories.George Gerbner: “The control of anyculture is dependent on those whocontrol the stories that are told.”A manager must be able to tell astory that translates company valuesinto something easy to relate to. Communicating for 5454 SUCCESS in management
  55. 55. Strategies for communicating values:The book Managing by StoryingAround by David Armstrongdescribes how a company use stories:“Storytelling is a much simpler andmore effective way to manage. I don’thave to make thousands of individualdecisions. The story gives peopleguidelines, and then it is up to them.” Communicating for 5555 SUCCESS in management
  56. 56. Strategies for communicating values:Storytelling promotesself-management. Communicating for 5656 SUCCESS in management
  57. 57. Strategies for communicating values:Use rewards as powerful reminders.If you want to know what anorganization values, watch how itinvests its resources.Rewards may be used to reinforcevalues. Communicating for 5757 SUCCESS in management
  58. 58. Strategies for communicating values:Example:Link pay to key indicators oncompany values.Provide special rewards (monetaryand non-monetary) to employees whopractice values-in-action.“If you want something to grow, pourchampagne on it.” – Carol Bernick, President ofAlberto-Culver, North America. Communicating for 5858 SUCCESS in management
  59. 59. Strategies for communicating values:Manage conflict through values, notthrough hierarchy.Example: An hourly worker arguedwith the manager on how to pack asemi-trailer with paper product. Theworker argues, “This is how thecustomer wants it done…”A manager uses company values as a“compass” in making decision, insteadof insisting on his position or authority. Communicating for 5959 SUCCESS in management
  60. 60. Strategies for communicating values:Routinely evaluate progress onthe core values.Of course, evaluation tools must bebased on the core values of thecompany. Communicating for 6060 SUCCESS in management
  61. 61. Strategies for communicating values:Assist in the evolution of themeaning of values.A wise manager tries to bridge thegap between what the companysays, and what the employeespractice. Communicating for 6161 SUCCESS in management
  62. 62. Strategies for communicating values:¡ Example: Johnson & Johnson practices “Live for life,” by encouraging employees to eat right, stop smoking, and exercise in the gym. However, it turned out that the company environment was not smoke-free until the company values reached 15 years.
  63. 63. Thank you! Have acommunication-filledweekend! Communicating for 6363 SUCCESS in management