MGTO120s Managing Communications

1. MGTO120sManaging Communications Jian Liang MGTO, HKUST

2. Where We Are Management Basic Concepts (Ch1) Retrospect (Ch2) Context (Ch3,4,& 5) Plan (Ch6, 7,8,& 9) Organize (Ch 10 Lead Control Communication (Ch11)

3. The Sections We Will Cover • Communication • Change and innovation • Foundation of human behavior • Groups and teams • Motivating employees • Leadership

4. Learning Objectives • Understanding Communications • Differentiate between interpersonal and organizational communication. • Discuss the functions of communication. • The Process of Interpersonal Communications • Explain all the components of the communication process. • List the communication methods managers might use. • Describe nonverbal communication an how it takes place. • Explain the barriers to effective interpersonal communication and how to overcome them.

5. Learning Objectives • Organizational Communication • Explain how communication can flow in an organization. • Describe the three common communication networks. • Discuss how managers should handle the grapevine.

6. Starting from a Case 女秘書PK老闆 “郵件門”傳遍全國外企圈 來源: 北京青年報 （2006-04-25）

7. 陸純初(LokeSoonChoo)，男，新加坡人，EMC公司大中華區總裁陸純初(LokeSoonChoo)，男，新加坡人，EMC公司大中華區總裁 • Rebecca ，女，中國人，原EMC公司大中華區總裁高級秘書

8. Message from the CEO of EMC (Greater China) • “Rebecca, I just told you not to assume or take things for granted on Tuesday and you locked me out of my office this evening when all my things are all still in the office, because you assume I have my office key on my person. With immediate effect, you do not leave the office until you have checked with all the managers you support - this is for the lunch hour as well as at end of day, OK?”

9. Reply from Rebecca To: Loke, Soon Choo Cc: China All (Beijing); China All (Chengdu); China All (Guangzhou); China All (Shanghai); Lai, Sharon Subject: FW: Do not assume or take things for granted Soon Choo, 　　首先，我做这件事是完全正确的，我锁门是从安全角度上考虑的，北京这里不是没有丢过东西，如果一旦丢了东西，我无法承担这个责任。 　　其次，你有钥匙，你自己忘了带，还要说别人不对。造成这件事的主要原因都是你自己，不要把自己的错误转移到别人的身上。 　　第三， 你无权干涉和控制我的私人时间，我一天就8小时工作时间，请你记住中午和晚上下班的时间都是我的私人时间。 　　第四，从 到EMC的第一天到现在为止，我工作尽职尽责，也加过很多次的班，我也没有任何怨言，但是如果你们要求我加班是为了工作以外的事情，我无法做到。

10. What do you think about this case? • LokeSoonChoo??? • Rebecca???

11. Implications • “The importance of effective communication for managers can’t be overemphasized for one-specific reason: Everything a manager does involves communicating. Not some things, but everything!” --- From textbook, p.256

12. Communication in the Organizations • The transfer and understanding of meaning. • Transfer means the message was received in a form that can be interpreted by the receiver. • Understanding the message is not the same as the receiver agreeing with the message. • Interpersonal Communication • Communication between two or more people • Organizational Communication • All the patterns, network, and systems of communications within an organization

13. The Interpersonal Communication Process

14. Interpersonal Communication • Message: • Source: sender’s intended meaning • Encoding • The message converted to symbolic form • Channel • The medium through which the message travels • Decoding • The receiver’s retranslation of the message • Noise • Disturbances in communications

15. Interpersonal Communication Methods • Audio- and videotapes • Hotlines • E-mail • Computer conferencing • Voice mail • Teleconferences • Videoconferences • Blogs • Face-to-face • Telephone • Group meetings • Formal presentations • Memos • Traditional Mail • Fax machines • Employee publications • Bulletin boards

16. Blog in Mainland China • http://blog.sina.com.cn/m/xwb • 三一重工执行总裁向文波 • 《三亿美元，三一能否收购徐工？》

17. Interpersonal Communication (cont’d) • Nonverbal Communication • Communication that is transmitted without words. • Sounds with specific meanings or warnings • Images that control or encourage behaviors • Situational behaviors that convey meanings • Clothing and physical surroundings that imply status

18. Interpersonal Communication (Cont’d) • Body language: gestures, facial expressions, and other body movements that convey meaning. • Verbal intonation: emphasis that a speaker gives to certain words or phrases that conveys meaning.

19. Facial Expressions Convey Emotions

20. Do you smile in talking with others?

21. Questions for Thinking • Why is it difficult to communicate? • What is your experience regarding communication?

22. Interpersonal Communication Barriers Filtering NationalCulture Emotions Language Interpersonal Communication Information Overload Defensiveness Let’s look at each

23. Barriers to Effective Interpersonal Communication • Filtering • The deliberate manipulation of information to make it appear more favorable to the receiver. • Vertical level and organizational culture • Emotions • Disregarding rational and objective thinking processes and substituting emotional judgments when interpreting messages. • To avoid reacting to a message when you are upset

24. Barriers to Effective Interpersonal Communication (cont’d) • Information Overload • Being confronted with a quantity of information that exceeds an individual’s capacity to process it. • Average business e-mail user devotes 90 minutes a day to “organizing” email. • Employees send and receive an average of 204 e-mail messages every day. • MGTO120???

25. Barriers to Effective Interpersonal Communication (cont’d) • Defensiveness • When threatened, reacting in a way that reduces the ability to achieve mutual understanding. • Language • The different meanings of and specialized ways (jargon) in which senders use words can cause receivers to misinterpret their messages. • National Culture • Culture influences the form, formality, openness, patterns and use of information in communications.

26. Cross-Cultural Barriers • Where to talk business in China and in US? • Feet on table? OK in US, but helped Beijing Jeep JV fail! • Voice (loudness)as an indicator of respect/status?

27. A Presentation of Cross-Cultural Barriers in Business Communication

28. Overcoming the Barriers to Effective Interpersonal Communications • Use Feedback • Simplify Language • Listen Actively • Constrain Emotions • Watch Nonverbal Cues

29. Active Listening Behaviors

30. Types of Organizational Communication • Formal Communication • Communication that follows the official chain of command or is part of the communication required to do one’s job. • Informal Communication • Communication that is not defined by the organization’s hierarchy. • Permits employees to satisfy their need for social interaction. • Can improve an organization’s performance by creating faster and more effective channels of communication

31. Communication Flows Diagonal Upward Downward Lateral

32. Direction of Communication Flow • Downward • Communications that flow from managers to employees to inform, direct, coordinate, and evaluate employees. • Upward • Communications that flow from employees up to managers to keep them aware of employee needs and how things can be improved to create a climate of trust and respect.

33. Direction of Communication Flow (cont’d) • Lateral (Horizontal) Communication • Communication that takes place among employees on the same level in the organization to save time and facilitate coordination. • Diagonal Communication • Communication that cuts across both work areas and organizational levels in the interest of efficiency and speed.

34. Types of Communication Networks • Chain Network • Communication flows according to the formal chain of command, both upward and downward. • Wheel Network • All communication flows in and out through the group leader (hub) to others in the group. • All-Channel Network • Communications flow freely among all members of the work team.

35. Three Common Organizational Communication Networks

36. Are Communications Effective? From Milliken, Morrison & Hewlin (2003)

37. Why People do not Speak Up?

38. Summary • The difference between interpersonal and organizational communications • Understanding the difficulties in interpersonal communications and how to overcome those barriers • Understanding the process of organizational communications