Communication

1. Introduction to Management FdA Business and Management matthewsp@bpc.ac.uk Communication

2. Learning Objectives At the end of this session learners will be able to: • Provide a definition for Communication • Give examples of technical terms associated with communication along with their meanings • Explain the communication process • Describe the range of media • Discuss the role and importance of non verbal communication in business (NVC) • Describe the challenges involved with effective communication

3. ‘Six Management Skills’ • Leading People • Managing Change • Meeting Customer Needs • Managing Information and Knowledge • Managing Activities and Resources • Managing Yourself

4. Why is Communication Important? Everything a manager does involves communication. Ineffective communication skills can lead to problems for the manager. Communicate, Communicate, Communicate. 4

5. Why else • Well turn up to class then.

6. Concepts to think about Words Mean Different Things to Different People. The Initiation of a Message Provides No Assurance It Has Been Received. Communications Often Become Distorted as They Are Transmitted. 6

7. What is it? Communication

8. Communication Of Latin origin • "to impart, share," lit. "to make common," Online Etymology Dictionary, 2010 Douglas Harper Communicate plus: ion

9. -ion ? a suffix, appearing in words of Latin origin, denoting action or condition

10. Give me your definitions Defining Communication

11. Communication “a process by which information is exchanged between individuals through a common system of symbols, signs, or behaviour” Merriam Webster 2008

14. Are there any technical terms? So; Communication

15. Technical Terms • Kinesics - (body language) Body motions such as shrugs, foot tapping, drumming fingers, eye movements (ie winking), facial expressions, and gestures. • Proxemics - the study of the symbolic and communicative role in a culture of spatial arrangements and variations in distance, (proximity) Use of space • Oculesics Study of Eye contact • Chronemics Use of time, waiting, pausing • Sound symbols Grunting, mmm, er, ah, uh-huh, mumbling • Silence Pausing, waiting, secrecy • Posture Position of the body, stance • Adornment Clothing, jewellery, hairstyle • Locomotion Walking, running, staggering, limping

16. 1 Way Communication • I speak you listen • An example? • Sermons? • Radio • TV • Are there any problems with this method?

17. Please Draw this • At the top right there is a symmetrical oval • Below that there is a large square • In the top left of the square is a rectangle • In the bottom right is a triangle • On the lower right hand side of the square is a small circle • On the bottom left hand corner is a small square it's corner touches the big square

19. Shannon and Weaver Developed a model for effective communication Shannon and Weaver (1949), Shannon, Claude E. & Warren Weaver (1949): A Mathematical Model of Communication. Urbana, IL: University of Illinois Press

20. The Shannon and Weaver Model Starts with: An information source, which produces a message

21. The Shannon and Weaver Model Starts with: An information source, which produces a message. A transmitter, which encodes the message into signals

22. The Shannon and Weaver Model • A channel, to which signals are adapted for transmission

23. The Shannon and Weaver Model • A channel, to which signals are adapted for transmission • A receiver, which 'decodes' (reconstructs) the message from the signal.

24. The Shannon and Weaver Model • A channel, to which signals are adapted for transmission – Types of Medium? • A receiver, which 'decodes' (reconstructs) the message from the signal. • A destination, where the message arrives.

25. Noise Noiseis a dysfunctional factor. Chinese whispers?

26. Feedback Feedback Feedback allows the destination to confirm that the message is received & understood

27. Frequently, there are multiple encoders, channels, and decoders in a given communication. Very Important

28. Feedback Feedback Feedback

29. 8 elements but sometimes the words change, so always draw a diagram: Source Encoder (Transmitter) Message Channel Decoder (Receiver) Receiver(Destination) Noise Feedback Very Important

30. 8 elements but sometimes the words change, so always draw a diagram: Source Encoder (Transmitter) Message Channel Decoder (Receiver) Receiver(Destination) Noise Feedback Very Important

31. When working with Models you must be aware of the Strengths and Weaknesses inherent in the models. For example the Shannon-Weaver(1949) model strength are :- · simplicity, · generality, · quantifiable Weakness : The transmission model is not merely a gross over-simplification but a dangerously misleading misrepresentation of the nature of human communication http://www.shkaminski.com/Classes/Handouts/Communication%20Models.htm http://www.aber.ac.uk/media/Documents/short/trans.html Models Strength & Weaknesses

32. In small groups write a list What do you think is involved in having a conversation?

33. 2 Way • Is communication a complex system? • Do signals pass back and forth? • Is there ever a 'one-sided' conversation? • If one is silent could body language and facial expressions speak volumes? • How successfully we are communicating?

34. Communication Considerations • Time • Feedback • Mood • Allow for context • Cultural understanding • Whom are you communicating with?

35. What communication media are there?

36. Communication media • Spoken • Written • Illustration • Non Verbal Communication

37. Breaking up a relationship Handing in your notice Catching up with Mum Arranging a lunch Contacting a supplier Enquiring about friends in Australia Media Social conventions that tell us which medium is appropriate • Facebook • Email • Text • Face to Face • Phone • Letter

38. Non Verbal Communication (NVC) It is sending and receiving messages in a variety of ways, without the use of verbal communication • Both intentional and unintentional • Normally on a sub-conscious level

39. Questions? Email: petermat@hotmail.co.uk The End

40. Following is a list of different business situations that might involve different methods of communication. You are the HR Manager for an SME, choose an appropriate medium and method of communication as well as who might need to be part of the communication and explain possible issues. Group Activity

41. Medium - Voice 1 way or 2 wayTelephone, Text, Letter, Noticeboard Method - Formal / Informal plus 1 to 1 or Group Who - HR Manager, Directors, Department Manager

42. •Notification of the intention to increase bonus payments for all full time staff •Plans to consider relocation of a section of the business to India •Amendments to holiday entitlement for all full time and part time staff •about a visit to the business by a minister from the Department of Trade and Industry (DTI) on a fact-finding mission about small and medium sized enterprises (SMEs) Choose an appropriate medium and method of communication as well as who might need to be part of the communication and explain possible issues.

43. •An announcement of the news that the accounts manager is expecting her first child in 7 months time •Plans are being discussed to introduce a new appraisal system for all staff within the next 18 months •The Technical Support Unit have recommended that all computers move to a Unix platform from the current Windows platform Choose an appropriate medium and method of communication as well as who might need to be part of the communication and explain possible issues.

44. •A minute's silence at the firm is to be held in memory of the victims of a natural disaster •A party is being held to celebrate the retirement of a member of the firm who has been with the company for 30 years. •5 members of a team of 15 people in the distribution section of a business have to be made redundant •The firm has received a takeover approach from a rival and it looks like the shareholders will accept the bid Choose an appropriate medium and method of communication as well as who might need to be part of the communication and explain possible issues.