Mgmt 300 - Ch. 15

Smartphone negative behaviors and consequences

Annoying - Talking loud in public Unethical - Sending pornographic photos Illegal - Taking photos of exams Deadly - Distracted driving

Downside of Social Media

Distraction - Technology isn't the problem, it is the people who let themselves get distracted Leaving the wrong impression - Be carful with spontaneous announcements Replacing real conversation - Online connections are no substitute for face-to-face conversations

Semantic barrier examples

Example: Your boss says, "We need to get this done right away." › Who is "We"? - You and the boss? You and your co-workers? The whole company? › When is "Right away"? - Today? Tomorrow? This week?

Communication Process Message

Message - The name given to the information that the sender wants to send Medium - The pathway by which a message travels (e.g., voice, email, hand written note) Noise - Any disturbance that interferes with the transmission of a message

Communication Process Players

Sender - Person wanting to share information Receiver - Person for whom the message is intended

Physical Barrier Examples

Shouting to coworker in a busy construction site. Trying to find a convenient time to communication with someone in a different time zone Collaborating with other when they are isolated in their cubicles

Managerial Communication

Talking - 40% Reading - 35% Writing -16% Listening - 9% ◦ 66% of employees feel that management isn't listening to them

Horizontal formal communication

( Within & Between work units) › Horizontal Communication - Flows from within and between work units; its main purpose is coordination › 3 Potential Roadblocks a. Specialization that makes people focus just on their jobs alone b. Rivalry between workers or work units c. Lack of encouragement from management

Millenials

(Always on generation, Net generation, Generation Y) Born: 1977 - 1997 ◦ Population: 88 million ◦ Want instant gratification ◦ Daily hours on a screen: 8 ◦ Want work to be fulfilling ◦ Soon to be largest working class

external formal communication

(Outside the organization) › External Communication - Flows between people inside and outside the organization » E.g., Customers, suppliers, & shareholders

Vertical formal communication

(Up & Down the chain of command) › Downward Communication - Flows from a higher level to a lower level › Upward Communication - Flows from a lower level to a higher level

Teleworking

(Virtual Office) Term to replace "telecommunting" because it encompasses not just working from home, but from anywhere - Can be synchronous (working simultaneously with normal work hours) or asynchronously (anytime)

Internet Generation

(iGeneration) ◦ Born: 1997-present ◦ Texts per day: 60+

Jargon

(semantic barrier) Terminology specific to a particular profession or group Example: Synergies, Blue Ocean, Value added, R&D, Competitive advantage

Buzzwords

(semantic barrier) Words designed to impress rather than inform Example: saying "Could you 'interface' with your team and get back to me" rather than "Could you 'talk' with your team and get back to me."

Videoconferencing

(teleconferencing) Uses video and audio links along with computers to enable people in different locations to see, hear, and talk with each other ◦ Fuels by cuts in travel budgets ◦ Can be set up in a conventional conference room ◦ Does not surpassed the connections that can be made face-to-face

Being an effective speaker

**The best speakers are good listeners first, because they are better able to determine what talking they need to do 1. Tell them what you're going to say 5-15% of your speech Prepare the audience for what is to come 2. Say it 75-90% of your speech Decide what 3 or 4 points are most crucial for your audience to remember Use transitions between points 3. Tell them what you said 5-10% of your speech Strong, upbeat, persuasive wrap-up End with "Thank you."

Informal communication channels

- Develop outside the formal structure and do not follow the chain of command ◦ Skip hierarchal levels and cuts across lines of authority

Semantics

- The study of the meaning of words ◦ Semantics can cause confusion

Lessons for Managerial Reading

-Realize that speed reading doesn't work ◦Only works for material you are already familiar with -Learn to streamline reading Be savvy about periodicals and books ◦ Minimize subscriptions and read summarize Transfer your reading load ◦ Asking an employee to skim something before you read it Make internal memos and e-mail more efficient ◦ Have requests come in the first sentence -Do top-down reading - SQ3R Survey, Question, Read, Recite, and Review

Barriers that happen within the communication process

-Sender barrier -encoding barrier -medium barrier -decoding barrier -receiver barrier -feedback barrier

Receiver barrier

-no message gets received -Because you were talking to a coworker, you weren't listening when your supervisor announced today's work assignments

Sender barrier

-no message gets sent -if a manager has an idea but is afraid to voice it because he or she fears criticism, then obviously no message gets sent

Medium barrier

-the communication channel is blocked -When someone's phone always has a busy signal or a computer network is down, these are instances of the communication medium being blocked

Encoding barrier

-the message is not expressed correctly -if you vocabulary is lacking or english is not your first language, you may have difficulty expressing to a supervisor, coworker, or subordinate what it is you mean to say

Feedback barrier

-the recipient doesn't respond enough -You give some people street direction, but since they only nod their heads and don't repeat the directions back to you, you don't really know whether you were udnerstood

Decoding barrier

-the recipient doesn't understand the message -perhaps you're afraid to show your ignorance when someone is throwing computer terms at you and says that your computer connection has a bandwidth problem

8 personal barriers that contribute to miscommmunciation

1. "variable skills" in communicating effectively -Some people have the natural "gift of gab" 2. "Variations" in how information is "processed & interpreted" -If students don't understand a concept is it their fault or the teacher's? 3. "Variations" in "trustworthiness & credibility" -If there is no trust, the communicator will be focusing on defensive tactics, not the message 4. Oversized "egos" -People with oversized egos discount advice from others 5. "Faulty listening" skills -When one remembers asking a question, but not the answer they received 6. "Tendency to judge" others' messages - People tend to judge other's statements from their own point of view, not theirs. 7. "Inability to listen" with understanding - Try to "feel" what the other person is saying 8. "Stereotypes" and "prejudices" - Stereotype - Oversimplified beliefs about a certain group of people.

6 Keys to Effective Listening

1. Don't rush to respond 2. Judge content, not delivery 3. Ask questions, summarize remarks 4. Listen for ideas (main ideas, not details) 5. Resist distractions, show interest 6. Give a fair hearing (correct biases)

Being an effective writer

1. Don't show your ignorance ◦ No abbreviations, proof read everything 2. Understand your strategy before you write a. Most important to least important b. Least controversial to most controversial c. Negative to positive 3. Start with your purpose ◦ Start your writing by stating the purpose 4. Write simply, concisely, and directly ◦ Use short words, sentences, and phrases when possible 5. Telegraph your writing with a powerful layout ◦ Use highlighting, boldface text, italics, underlined text, and bullets when appropriate. Don't overuse, and Don't use ALL CAPITAL LETTERS ◦ Use white space effectively

6 Ways in which nonverbal communication is expressed

1. Eye contact a. Signals the beginning & end of the conversation b. Expresses emotion c. Monitor feedback d. Express the type of relationship between people 2. Facial Expressions a. Smile, frowns, surprise, disgust 3. Body Movement & Gestures a. Lean forward (engagement) / backward (warmth) b. Folding arms (defensive) c. Nod head (show listening) 4. Touch a. Good teams use touch more than bad teams 5. Setting a. Office furniture expresses accessibility of the person b. Do you sit facing the door of the room? 6. Time a. Keeping others waiting b. One syllabus responses Other Examples: Use of color, dress, walking behavior, posture, and seating arrangement

8 Norms of the Millenial or Internet Generation

1. Freedom - the desire to experience new and different things (flexible working hours) 2. Customization - the desire to have personalized products and choices 3. Scrutiny - not taking facts and authority figures at face value (skeptical) 4. Integrity - trust in people, products, and employers is important (cares about honesty) 5. Collaboration - relationships are of key importance (work and play with others) 6. Entertainment - keep things moving and interesting 7. Speed - instant feedback is expected 8. Innovation - impatience for new and different user experiences

3 types of communication barriers

1. Physical Barriers - "sound, time, & space" 2. Semantic Barriers - "Word Matters" 3. Personal Barriers - "Individual Attributes that Hinder Communication"

5 Steps to Better Reading

1. Rate reasons to read 2. Question and predict answers 3. survey the big picture 4. skim for main ideas 5. summarize

Benefits of Telecommuting

1. Reduces capital costs 2. Increases flexibility and autonomy for workers 3. Provides a competitive advantage when recruiting 4. Increases job satisfaction 5. Increases productivity 6. Ability to tap into nontraditional workers

Tips for better e-mail handling

1. Treat all e-mail as confidential 2. be careful with jokes and informality 3. avoid sloppiness 4. when replying, quote only relevant portion 5. not every topic belongs on e-mail

Protecting against security and privacy breaches on the internet

1. don't use passwords that can be easily guessed 2. don't use the same password for multiple sites 3. don't reveal sensitive information on social networking sites 4. be careful about free and illegal downloads 5. be mindful of liability issues 6. keep antivirus software updated

2 types of informal channels

1. grapevine 2. management by wandering around (MBWA)

5 rules for using smartphones

1. keep the volume of your voice down 2. don't force defenseless others on buses, in restaurants, and so on to have to listen to you conversations 3. shut off your ringer during meetings and public performances; set your phone on vibrate and return calls at a discreet distance 4. don't text during meetings or other conversations 5. don't dial/text while driving

3 Types of formal communication

1. vertical 2. horizontal 3. external

Linguistic Style

A person's characteristic speaking patterns ◦ Pace, pausing, directness, word choice, use of questions, jokes, stories, apologies, and level of comfort speaking up in a group

The communication process

A sender transmits a message through media to a receiver who then responds. 1.Sender encodes the message 2.message transmitted through a medium 3. receiver decodes the message, decides if feedback is needed 4.receiver expresses reaction, or feedback, through a medium **Noise = any disturbance that interferes with transmission

Advantages and disadvantages of email

Advantages: 1. Can send and receive messages 24/7 from practically anywhere Disadvantages: 1. Has been a decrease in all other forms of communication among co-workers—including greetings and informal conversations 2. Emotions often are poorly communicated or miscommunicated via e-mail messages 3. The greater the use of e-mail, the less connected co-workers reportedly feel. 4. Flooded inboxes—workers get 200+ messages per day, but can only respond to 50

Communication Barrier

Anything interfering with accurate communication between two people

rich medium

Best for non-routine situations (e.g., company reorganization) › Used to avoid oversimplification if the situation is non-routine situations

Lean medium

Best for routine situations (e.g., annual sales repots) to avoid overloading › Used to avoid overloading if the situation is routine

Telecommuting

Doing work that is generally performed in the office at home using a variety of information technology ◦ 24% of rural business & 35% of non rural business currently engage in telecommuting ◦ Warning: Won't work for those who need a social setting or for those who lack self-motivation

Communication Process Actions

Encoding - Translating a message into understandable symbols or language Decoding - Interpreting and trying to make sense of the message Feedback - The receiver expresses his reaction to the sender's message

Formal Communication Channels

Follow the chain of command and are recognized as official ◦ Aligns with the company's organizational chart

Telepresence technology

High-definition videoconference systems that simulate face-to-face meetings between users ◦ Requires a specially designed room ◦ More expensive than teleconferencing

Soft Skills

Incorporating emotion into relationships and communication ◦ Essential for building teams and developing flexibility ◦ Formally taught through executive training programs

medium richness

Indicates how well a particular medium conveys information and promotes learning ◦ The richer a media, the better it is at conveying information (face-to-face = rich, impersonal written media = low media richness) › What the receiver can tune into, such as facial expressions, body language, and tone of voice › Sender gets immediate feedback by tuning into cues from the receiver

Social Media

Internet-based and mobile technologies used to generate interactive dialogue with members of a network ◦ 66% of adults in the U.S. use social media ◦ Essence of Social media is connectivity Businesses used social media to connect with: customers, suppliers, employees, potential talent, and key stakeholders

Appreciative Listening Style

Listening to be amused

Hearing

Physiological action of sound entering the ear and being registered by the brain

Multicommunicating

Represents the use of technology to participate in several interactions at the same time (e.g., texting while attending a conference call) ** Pro: Allows workers to get more done ** Con: Increase the chance of miscommunication or hurt feelings - The most productive workers rely more on face-to-face communication than technology - Workers are more likely to trash each other when using technology rather than when communicating in person

Downside of the Digital Age

Security - A system of safeguards for protecting information technology against disasters, system failures, and unauthorized access that result in damage or loss ◦ Malicious software (malware), Phishing (trying to trick people in giving info), Viruses Privacy - The right of people not to reveal information about themselves ◦ Name migration - when a company sells its customer list to another company ◦ Identity theft - Thieves hijack your name and identity and use your good credit rating to get cash or buy things ◦ You can be your own worst enemy - Posting compromising pictures or information

Communication difference between Men and Women

Taking Credit: M = "I", more likely to boast W = "We", less likely to boast Displaying confidence: M = less likely to indicate uncertainty W = more likely to indicate uncerainty Asking Questions: M = Less likely to ask, more likely to bargain W = more likley to ask, less likely to bargain Conversation Rituals: M = Avoid making apologies, puts them in lower position W = More frequently say I'm sorry Giving Feedback: M = More direct and blunt W = More tactful, tend to temper criticism with praise Giving Compliments: M = stingy with praise W = pay more compliments than men Indirectness: M = indirect when it comes to admitting fault or something they don't know W = indirect when telling others what to do

Genderflexing

Temporary use of communication behaviors of the other gender to increase effectiveness ◦ E.g., A women uses a sports analogy to explain something to male

Management by Wandering Around (MBWA)

Term used to describe a manager's literally wandering around his organization and talking with people across all lines of authority - Helps reduce the problem of distortion - Learn from employees first hand

Effective Communicator

The content and affective components of your intended message is accurately understood by the other person

Crowdsourcing

The practice of obtaining needed services, ideas, or content by soliciting contributions from a large group of people and especially from the online community, such as Facebook and Twitter users

Active Listening

The process of actively decoding and interpreting verbal messages Can be a learned skill, but requires a person's full attention › Mentally summarizing the speakers remarks › Weighing evidence › Listening between the lines

Communication

The transfer of information and understanding from one person to another ◦ 81% of a manager's time in a typical workday is spent communicating

Grapevine informal communication channel

Unofficial communication system of the informal organization - Network of gossip and rumors - Grape Vine Characteristics: › Faster than the formal channels › 75% as accurate as formal channels › Used most often when employees feel threatened or are facing change

Efficient Communicator

You can transmit the content component of a message accurately in the least amount of time

Smartphones

a device that can make a call, text, access e-mail, and web-pages ◦ Today most Cell phones are smartphones ◦ As smartphones develop more features and make available more applications, their importance will only increase

Effective Listening

concentrating on the message

Nonverbal communication

consists of messages sent outside of the written or spoken word ◦ Although experts do not agree, nonverbal communication makes up between 65-95% of a message

personal media options

conversation, meetings, speeches, telephone, e-mail, memos, letters, bulletin boards, PowerPoints, videoconferencing, printed publications, videos, etc.

mass media options

public relations, press conferences, advertising, news reports, radio, TV, the Internet, etc.

Being an effective reader

◦ Concentrate on the message ◦ Judge the content and not the delivery

Discerning Listening Style

◦ Focusing on the main message ◦ Good when information is flowing evenly

Comprehensive Listening Style

◦ Focusing on the speaker's logic ◦ Makes connections between ideas ◦ Related ideas to one's own experiences

Evaluative Listening Style

◦ Formulating question to challenge the speaker ◦ Listens analytically ◦ Will tune out is the conversation becomes illogical

Empathic Listening Style

◦ Tuning into the speaker 's emotions ◦ Takes cues from body language