Any questions?

1. Any questions? Slide 13

2. Welcome to MT140 Unit 9 Seminar Communication Introduction to Management

3. Agenda • General Questions and Announcements • Introduction • Define Communication/ Questions and Answers • Identify Communications Problems to Avoid/ Questions and Answers • Identify methods for handling resistance to change/ Questions and Answers • Recap • Unit Assignment Q & A • Conclusion of Seminar

4. Introduction • The ability to communicate effectively is fundamental to a manager’s success. • Communication concepts and practical guidelines are available to improve communication skills. • Communication occurs through various channels, each with advantages and disadvantages. • Managers have the task of motivating people to keep changing in response to new business challenges.

5. Define communication: • How would you define communication? • What is the difference between one-way and two-way communication?

6. Communication • Communication - the transmission of information and meaning from one party to another through the use of shared symbols • One-Way Communication - a process in which information flows in only one direction - from the sender to the receiver, with no feedback loop • Two-Way Communication - a process in which information flows in two directions - the receiver provides feedback, and the sender is receptive to the feedback

7. Any questions? Slide 44

8. Gender Communications Quiz • How much do you know about how men and women communicate? If you think a statement is an accurate description of communication patterns, mark it true. If you think it isn't, mark it false. • Men talk more than women. • Men are more likely to interrupt women than to interrupt other men.

9. 3)During conversations, women spend more time looking at their partner than men do. 4) Nonverbal messages carry more weight than verbal messages. 5) Female managers communicate with more emotional openness and drama than male managers. 6) Men not only control the content of conversations, they also work harder in keeping conversations going. 7) When people hear generic words, such as "mankind" and "he," they respond inclusively, indicating that the terms apply to both sexes. 8) In classroom communications, male students receive more reprimands and criticism.

10. Seminar Item 2 • Identify communication problems to avoid

11. Interpersonal CommunicationPitfalls • Perception - the process of receiving and interpreting information • Filtering - the process of withholding, ignoring, or distorting information

12. Verbal Behavior Nonverbal Behavior Accurate Interpretation Comprehension Design of Message Tactics to enhance effective communication:

13. Verbal Behavior • Clear, slow speech. Enunciate each word. Do not use colloquial expressions. • Repetition. Repeat each important idea using different words to explain the same concept. • Simple sentences. Avoid compound, long sentences. • Active verbs. Avoid passive verbs.

14. Nonverbal Behavior • Visual restatements. Use as many visual restatements as possible, such as pictures, graphs, tables, and slides. • Gestures. Use more facial and appropriate hand gestures to emphasize the meaning of words. • Demonstrations. Act out as many themes as possible. • Pauses. Pause more frequently. • Summaries. Hand out written summaries of your verbal presentation.

15. Accurate Information • Silence. Do not jump in to fill the silence. • Intelligence. Do not equate poor grammar and mispronunciation with lack of intelligence • Differences. If unsure, assume difference, not similarity.

16. Comprehension • Understanding. Do not just assume that they understand • Checking comprehension. Have colleagues repeat their understanding of the material back to you.

17. Design • Breaks. Take more frequent breaks. • Small modules. Divide the material to be presented into smaller modules. • Longer time frame. Allocate more time for each module than you usually need for presenting the same material to native speakers of your language.

18. Motivation • Encouragement. Verbally and nonverbally encourage and reinforce speaking by nonnative-language participants. • Drawing out. Explicitly draw out marginal and passive participants. • Reinforcement. Do not embarrass novice speakers.

19. Identify methods for handling resistance to change • In your opinion, do you think that people are generally resistant to change? • What are some factors that impact a person’s degree of acceptance to change?

20. Approaches to Encourage Cooperation • Education and communication • Participation and involvement • Facilitation and support • Negotiation and rewards • Manipulation and cooptation • Explicit and implicit coercion Managers must lead change.

21. Methods for Managing Resistance to Change

22. Leading Change

23. REVIEW

24. Question: • Which of these is NOT an advantage of written communication?

25. Which one? • The message stays the same even when relayed through many people      • It is less expensive than oral   • The message can be revised      • It is a permanent record

26. Question: • Face-to-face discussions, telephone conversations and formal presentations are examples of:

27. Which One? • Written communication      • Oral communication •  Non-verbal communication      • One-way communication

28. Question: • The memos and reports that a manager receives are examples of which communication channel?

29. Which one? • Non-verbal      • Oral      • Written • Electronic  

30. Question: • The more information/cues a medium sends to the receiver, the ____ the medium is considered.

31. Which One? • Quicker      • Fuller      • Wider      • Richer

32. Question: • Which type of communication is the richest medium because it offers a variety of cues in addition to words?

33. Which one: • Two-way      • Pervasive      • Nonverbal      • Face-to-face

34. Recap • In this seminar, we have discussed: • Define Communication/ Questions and Answers • Identify Communications Problems to Avoid/ Questions and Answers • Identify methods for handling resistance to change/ Questions and Answers

35. Assignment Questions and Answers There are four graded assignments in Unit 9: • Review Quiz • Discussion Assignment • Dropbox Assignment • Seminar Quiz Are there questions concerning how you are expected to complete and submit these assignments?

36. READING • This week's required reading consists of portions of two chapters. The first reading is from Chapter 12 in the Bateman and Snell text pp. 263- 272. The second reading is from Chapter 14 in the Bateman and Snell text pp. 322-330. • Effective communication is a fundamental aspect of job performance and managerial effectiveness as we will explore in Chapter 12, Communicating. Managing change represents a major challenge for business managers. The reading in Chapter 14 will examine change and techniques for managing it. 

37. DISCUSSION • Jenny received a quick phone call from one of the location managers about replacing some equipment. She agreed in principle that the equipment should be replaced but mentioned that Jack was investigating another source for the equipment and perhaps they should wait until she and Jack had reached a decision. Two weeks later, Jenny received an invoice for the new equipment! Visibly angry, she called the manager to inquire why he had ordered the equipment after their conversation. The manager stated that Jenny had agreed that the equipment needed to be replaced. He was adamant that this was what he heard Jenny say. The equipment was expensive and Jack was hoping to order several pieces from one source to maximize discounts per unit. Based on the section on “Watch out for communication pitfalls” beginning on page 265 of the Bateman and Snell text, describe some ways that Jenny could have avoided this situation.

38. ASSIGNMENT Sandwich Blitz, Inc. has a great problem...an increase in the number of customers! Employees have been consistently reporting that they are overwhelmed by the volume of customers and management has noticed that the number of reported errors in customer orders has increased. Jack and Jenny have decided to adopt an e-customer order system that will allow customers to input their own orders. This would address the issue of employees being overwhelmed by the increased pace of the workplace. Using the process on page 329-330 of the text, describe what the management must do to lead this change in technology to automated customer service. Address each of the eight steps in the change process. • Student Checklist: • 1. Clearly identify the problem that Jack and Jenny are faced with • 2. Explain how each of the eight essential activities for leading change can be • implemented to lead the organization in the adoption of the new technology • 3. Discuss what Jack and Jenny have to do to lead their managers, employees, and • customers, to be successful in this new technological venture

39. THANK YOU FOR EVERYTHING!

40. An Important Reminder - check your gradebook for zeros - submit all past due assignments to the dropbox - submit your answers to past due discussion questions to me by email By TUESDAY at midnight ! Slide 45

41. ONE MORE WEEK WHOO HOO!