1. COMMUNICATION
IN
MANAGEMENT
By: Amanda McGinnis & Cherise Lawrence
2. 5 DIMENSIONS OF COMMUNICATION
Phenomenology
1. Meanings are interpreted by people, not the words.
Slang
2. Message Channels
Verbal and nonverbal communication
3. Roles
Difference in status between two individuals
4. Feedback
A response from the receiver to the sender to show you
understand what they are saying
5. Listening
More than just hearing, requires active attention.
3. MESSAGE CHANNELS
Verbal
Speech
Written
Technology
Ex: Email
Non-Verbal
Body Language
Actions
Visual Symbols
Environments
4. ROLES
Receivers & Senders
Feedback-message the sender receives back from its
partner.
In form of:
Eye Contact
Verbal Response
Nods
Shows you are listening
5. LISTENING
Requires active attention and Avoiding Distractions
to understand and remember the message.
Pay attention to speaker both verbal and non-verbal
communication.
Give feedback to show you understand the
message.
When listening to employee:
Be empathetic
Don’t judge
6. Language Paralanguage
VS.
Paralanguage-way the
Language-words we
words are said
speak Includes
Inflection
Rate
What am I Volume
saying? Pronunciation & Fluency
Fluency-using “um” or “ya
know”
Pronunciation-change
accent to relate to people.
Silence
Sometimes get more
information by saying
nothing.
7. WAYS TO IMPROVE VERBAL COMMUNICATION
Avoid Confusion when choosing words.
Be brief and precise
Know when to use redundancy.
Choose right time and place
“Be sincere; be brief; be seated”.
-Franklin Delano Roosevelt
8. NON-VERBAL
Four Functions
Express Emotion
Facial Expressions & Hands
Communicates the nature of the relationship
Personal Space-be comfortable
Affects Verbal Meanings
words & actions agree = strong message
words & actions disagree = feeling of uneasiness
Substitutes or replaces verbal communication
When not appropriate to speak
Signals
Eye Rolling
9. 7 WAYS OF NON-VERBAL COMMUNICATION
Appearance
Dress for status
Look Appealing
Posture & Positioning
Says a lot about personality & state of mind
Attentive=alertness, poise, interest
Slouching=bored, submission
Proxemics
How far people space themselves from another person
Personal Space
10. 7 WAYS OF NON-VERBAL
COMMUNICATION (CONTINUED)
Touching
Not popular in western cultures
Handshake
Gestures
Not all universal
Facial Expression & Eye Contact
Facial expression-most easily recognized
Eye contact shows
Wish to communicate
Shows feedback
Puts others under pressure
11. 7 WAYS OF NON-VERBAL
COMMUNICATION (CONT’D)
Chronemics
Concerns the things that people communicate through
their use of time.
Casually late, prompt for work, ect.
12. IMPORTANCE OF LISTENING
Effectiveness listening helps you accomplish tasks
with fewer misunderstandings.
Get accurate Information
The quality of your relationships is affected by the
quality of your listening skills
Shows sincere interest.
13. FACTORS THAT INFLUENCE LISTENING
Age
Gender
Personal Traits
Physical/Psychological States
Noise & External Distractions
15. IMPROVING LISTENING SKILLS
Pay attention to speaker
Let speaker know that you are paying attention
Listen to the entire Message
Take Notes
Practice Mnemonic Techniques
Imagery
Mnemonic Devices
16. COMMUNICATION ORGANIZATIONS
Upward Communication
Way for managers stay in touch with the attitudes &
opinions of subordinates
Improve upward communication:
encourage staff to communicate.
Respond
Avoid communication barriers
Downward Communication
Formal communication links from person of higher
status to a person of lower status.
17. COMMUNICATION ORGANIZATIONS
(CONTINUED)
Downward Communication
Formal communication links from person of higher
status to a person of lower status.
Ways to Improve
Establish Trust
Get to know employees
Be honest
Explain to them
Use Redundancy & Multiple Times
Make the message important to the employees
Don’t Overload
18. COMMUNICATION ORGANIZATIONS
(CONT’D)
Horizontal Communication
Reward good horizontal communication
Make sure interdepartmental competition is constructive
Informal Communication Network
The “Grapevine”
Rumars start this way and should be defused immediately
