Chapter 11 - Communication Flashcards
why is interpersonal communication an important part about being an effective manager?
- influences opinions, attitudes, motivation, and behaviours of others
- express our feelings
- vehicle for providing, receiving, and exchanging information
- reinforces formal structure of the organization
explain process and components of a communication event
communicator encodes a message using a chosen medium
message may pass through noise which distorts the meaning of the message
receiver decodes message
receiver provides feedback (verbal, physical, no response)
three types of feedback
- informational
- corrective
- reinforcing (receiver communicates they have clearly received the message and its intentions)
types of communication
oral
written
non-verbal
4 major influences on interpersonal communication
- social influences
- perception
- interaction involvement
- organizational design
what are aspects of social influences that affect interpersonal communication
status barriers!
sir or ma’am instead of first name
norms dictate style of communication
how does perception affect interpersonal communication
extent to how accurately an employee perceives job instructions from a manager may be influenced by their perception of the manager
–> if they don’t like manager may see instructions as less important or vice versa
how interaction involvement affects social interactions
extent to which one or both parties are involved in the conversation
aka “interaction attentiveness”
if one of parties is preoccupied or focused it will affect interaction
how organizational design affects social interactions
argument is to decentralize an organization because that will lead to a more participative structure
–> when messages have to travel up multiple levels of an organization distortion can occur
–> can be diminished with face to face communication a bit though
what did Mintzberg find out about managers and their jobs
majority of managers clustered around three core management roles (interpersonal roles = figurehead role, leadership role, liaison role)
figurehead role (Mintzberg)
as head of unit, every manager must perform some ceremonial duties
leadership role (Mintzberg)
influence of managers most clearly seen
formal authority vests them with great potential power –> leadership abilities determine the power they will realize
liaison role (Mintzberg)
managers establish and maintain contacts outside the vertical chain of command
informational roles (Mintzberg)
- gatherer role
- disseminator role
- spokesperson role
what are the 3 categories of leadership roles (Mintzberg)
- interpersonal
- informational
- decisional
gatherer role (Mintzberg)
gather information in verbal form often
disseminator role (Mintzberg)
managers pass privileged information to subordinates
–> get to decide who should receive info and when
spokesperson role (Mintzberg)
managers send info to people outside their organizations, speak to media maybe, etc.
benefits –> brand recognition, public image, visibility
also risks if they mess up!
three decisional roles (Mintzberg)
- entrepreneur
- crisis or disturbance handler role
- negotiator
entrepreneur role (Mintzberg)
initiate change
seek to improve business and adapt to changing market conditions, etc.
crisis or disturbance handler role (Mintzberg)
must react to conditions
crises can arise due to bad managers, but are also most likely going to arise under good management
negotiator role (Mintzberg)
managers spend plenty of time in negotiations
what did Ducker then Ducker, Eccles, and Nohria say about management communication?
Ducker
= understanding inherent power of language and forming interpersonal relationships is key to whether businesses fail or succeed
= respect language
Trio
= coherent view of management must focus on three things
- use of rhetoric to achieve goals
- create a managerial identity
- take action to achieve goals
= = management about use of effective language to get things done
== managers create and monitor corporate reputation
managers need to understand their organization in these aspects to be most effective
identity of organization
reputation of organization (others’ perception)
what are some major channels of manager communication
- one-on-one conversations
- telephone conversations
- video teleconferencing
- presentations to small groups
- public speaking to larger groups
what is the predominant method of communication in the workplace?
talking ! but as email and texting increase, so does writing :)
two rules of writing
- do not mail your first draft
- do not sign your name to a document you are not proud of
explain the statement: communication is invention
managers literally create meaning through communication
largely through discussion and verbal exchange that managers decide who they wish to be and create meaning for shareholders, employees, customers, etc.
communication leads to decision making
