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Management Perspectives > Communication, Public Relations, & Problem Solving > Flashcards

Communication, Public Relations, & Problem Solving Flashcards

1
Q

Communication

A

A variety of intentional behaviours consisting of speaking and acting.

  • Communicate with other people, talking and response.
  • Build someone up and empower them and opposite tear someone down.
  • Keep people informed; gather feedback
  • SHOULD be honest
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2
Q

Clearing Communication Lines

A

Steven Covey

  • Attitudes: caring, open-minded.
  • Behaviours: listen, begin with common point.
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3
Q

Barriers to Communication

A
  • Physical noise
  • Distance and time (cell phone)
  • Spatial arrangement (between desks)
  • Organizational distance
  • Source of the message
  • Distraction
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4
Q

Barriers to Communication

A
  • Lack of Common Knowledge
  • Lack of concentration on the listener
  • Information overload: more info than you can retain in a short time
  • Gobbledygook (sound important/technical jargon)
  • Perceptual readiness: emotionally charged through something that happened negatively.
  • Semantics: use of words
  • Social Media
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5
Q

Effective NON-VERBAL Communication

A
  • Physical Appearance
  • Posture
  • Gestures
  • Body Position
  • Touching
  • Facial Expression
  • Voice Characteristics
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6
Q

Sport Communication

A
  • All methods used by a sport organization to proactively deliver it’s key messages to a diverse universe of constituencies
  • Stakeholders
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7
Q

Media

A
  • Print
  • T.V.
  • Radio
  • Internet
  • Press Releases
  • Media Guides
  • Photography/Videography
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8
Q

Communication in Organizations

A
  • Policy Handbooks
  • Newletters
  • Bulletin Boards
  • Corporate Blogs
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9
Q

Community/Public Relations

A
  • Portray the organization in a positive manner

- Positive impact

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10
Q

Public Relations

A
  • PR audit
  • What we think
  • What they think
  • What’s the difference
  • Adopt policy to diminish difference
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11
Q

Thomas and Kilmann’s Conflict Management Style

A

Accommodating
- High concern for others, low concern for self

Avoidant
- Low concern for others & self

Assertive
- High concern for others & self

Aggressive
- Low concern for others, high concern for self.

Compromising!

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12
Q

Multi-generational Workplaces

A

Baby Boomers (1945-1964)

Gen X (1965-1980)
- increase in expectations, good at the trades.
Gen Y (1980-1995)
- most email usage

Millennials (1996-present)
- lazy, entitled…

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13
Q

Problem Solving

A
  • a situation that reduces or could reduce the effectiveness of the organization, or a situation that disrupts operations.
  • take corrective action to meet objectives.

Routine Vs. Complex

  • Routine: rules for doping, you get a positive test there are consequences.
  • Complex: sending, receiving game plans from opponents.
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14
Q

Problem Solving Methodology

A
  1. Define and Clarify the problem
  2. Identify the decision Objectives
  3. List, categorize and analyze all relevant information.
    - all details up & around to the event.
  4. Identify any road blocks
  5. Generate possible Alternatives
  6. Select Best 2 or 3 alternatives
  7. Make descision
  8. Implement decision
  9. Evaluate
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15
Q

Group Decision Making

A

Three C’s

  1. Conflict
    • what to do in a situation, heated argument.
  2. Consideration
    • all views were entertained & respected
  3. Closure
    • someone ultimately responsible for the decision
    • ability for conflict and consideration has happened
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16
Q

Benefits of Involving Others

A
  • Gather and analyze larger amounts of relevant info.
  • Members have more understanding of problem
  • Improved membership support of the decision.
  • Less difficult implementing decision
17
Q

Challenges

A

How important is the quality of the decision

How much do others have to support or commit

Timeframe for making final decision

18
Q

S.L.E.E.P.E

A

Social

Legal

Economic

Ethical

Political

Educational

19
Q

Alternate Forms of Dispute Resolution

A
  1. Negotiation
    - between the parties involved, without council.
    - try to work out a solution they are both satisfied with (offers and counter offers)
    - resolves much faster
  2. Mediation
    - decide on someone to assist
    - Does not make decision, help parties communicate better
    - May provide possible solutions.
  3. Arbitration:
    - agree on objective 3rd party to hear case
    - decision is binding
20
Q

Communication Through Meetings

A

Why meeting?

  • Planning
  • Disseminating
  • Solving Problems
21
Q

Planning Steps for a Successful Meeting

A
  1. Purpose and Objectives
  2. When, Where & Who
  3. Plan the Agenda
  4. Send out notification
  5. Select a chair
  6. Conduct the meeting
  7. Prepare the minutes and the tasks
  8. Evaluate
22
Q

Ineffective Meetings

A
  • Not enough time to review
  • Not enough member participation
  • Poor time management
23
Q

Parliamentary Procedures

A

A set of rules for conduct at meetings. Allows everyone to be heard and make decisions without confusion.

Robert’s Rules of Order:

  • Majority decides
  • Thorough discussion before action.
  • Discuss one thing at a time.
24
Q

How Meetings Work

A
  • Member express themselves in the form of moving motions.
  • A motion is a proposal that the entire membership take action or stand on an issue
  • Motion Actions
    1. Call to order
    2. Second motions
    3. Debate motions
    4. Vote on Motions
25
Q

How Motions are Presented

1-6

A
  1. Obtain Floor
  2. Make Motion
  3. Wait for someone to second motion
  4. Someone says ‘I second the motion’ or chair will call for a second.
  5. If no second, the motion is lost.
  6. Chair states you motion has been moved and seconded, then you will speak on your motion.
26
Q

How Motions are Presented

7-16

A
  1. Mover may speak again only after other speaker are finished.
  2. questions, and ready to vote
  3. all in favour, raise hands
  4. Options-motion to table, postpone indefinitely
  5. No one can speak twice to same issue until all others that wish to have.
  6. Move to amend by adding words
  7. Move to close debate (needs 2/3 votes)
  8. Move to recess
  9. Move to adjourn
  10. Chair’s job: give assignments.
27
Q

Meeting Troublemakers

A
  • Talkers: slow them, don’t let dominate. Be Quiet
  • Silent Ones: encourage to participate. Push Yourself
  • Older Timer: Be Open
  • Wanderers: keep group on task. Change Habits
  • Arguers: don’t get into arguments, no personal attacks. Back Off
  • The Bored: assign tasks. Stay Connected

Management Perspectives (6 decks)

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