10 21 UNIT3 EXAM3 MGMT309 Chapter 18 Managing Interpersonal Relations and Communication Chapter 18 Managing Interpersonal Relations and Communication After this chapter one should be able to Describe the interpersonal nature of organizations Describe the role and importance of communication in the manager s job Identify the basic forms of communication in organizations Discuss informal communication including its various forms and types Describe how the communication process can be managed to recognize and overcome barriers The Interpersonal Nature of Organizations A great deal of what managers do involves interacting with other people both directly and indirectly and both inside and outside of the organization Read pgs 514 515 Interpersonal Dynamics o At one extreme interpersonal relations can be personal and positive This occurs when two parties know each other have mutual respect and affection and enjoy interacting Two managers who have known each other for years play golf together on weekends and are close personal friends will likely interact at work in a positive fashion o At the OTHER Extreme Interpersonal Dynamics can be personal but Negative This is most likely when parties dislike each other do not have mutual respect and do not enjoy interacting Suppose a manager has fought openly for years to block the promotion of another manager within the organization over the objections of the first manager the other manager eventually gets promoted to the same rank when the two of them interact it will most likely be negative Outcomes of Interpersonal Behaviors o Satisfaction of social needs o Interpersonal relations serves as a solid basis for social support o Good Interpersonal Relations throughout an organization can also be a source of synergy People who support one another and who work well together can accomplish much more than people who do not support one another and who do not work well together o Another outcome is Conflict people may leave an interpersonal exchange feeling angry or hostile Communication and the Manager s Job Most activities that a manager does involve communication in fact managers usually spend more than half of their time on some form of communication A Definition of Communication The process of transmitting information from one person to another o Managers attempt to communicate with subordinates regularly o EFFECTIVE COMMUNICATION the process of sending a message in such a way that the message received is as close in meaning as possible to the message intended The Role of Communication in Management o Each of the ten basic managerial roles would be impossible to fulfill without communication o Interpersonal roles Figurehead Leader Liaison involve interacting with supervisors subordinates peers and others outside the organization o Decisional roles Entrepreneur Disturbance Handler Negotiator require managers to seek out information to use in making decisions and then communicate those decisions to others o Informational roles Spokesperson Monitor Disseminator focus specifically on acquiring and disseminating information o Communication is a pervasive part of all managerial activities The Communication Process o The process of communication begins when one person sender wants to transmit a fact idea opinion or other information to someone else the receiver this fact idea or opinion has meaning to the sender whether it be simple or complex o The Next Step is to ENCODE the meaning into a form appropriate to the situation the encoding process is influenced by the content of the message the familiarity of send and receiver and other situational factors o After the message has been encoded it is TRANSMITTED through the appropriate channel or medium the channel by which this encoded message is being transmitted to you is the printed page in the textbook o After the message is received it is DECODED back into a form that has meaning for the receiver o Noise may disrupt communication anywhere along the way can be the sound of someone coughing a truck driving by two people talking etc Forms of Communication in Organizations Managers need to understand the several kinds of communication that are common in organizations today these include Interpersonal Communication Communication in Networks and Teams Organizational Communication Electronic Communication Interpersonal Communication two forms oral and written o Oral Communication face to face conversation group discussion telephone calls and other circumstances in which the spoken word is used to transmit meaning Primary advantage of oral communication is that it promotes prompt feedback and interchange in the form of verbal questions or agreement facial expressions and gestures Oral Communication is also easy all the sender needs to do is talk However oral communication also has drawbacks if speaker chooses wrong choice of words to convey meaning or leaves out pertinent details it may suffer from problems of inaccuracy o Written Communication memos letters reports notes and other circumstances in which the written word is used to transmit meaning Informal Personal Communications Nonverbal Communication any communication exchange that doesn t use words or used words to carry more meaning than the strict definition of the words themselves o Facial Expression o Inflection and tone of voice o Only a small portion of the message content is due to the words in the message o It s 35 Inflection and Tone 55 Facial Expression 7 Words in the Message Example of Management Speak in the video the manager was asked to state 5 changes he s made he never answered the question there wasn t any effective communication he talked and he communicated but it wasn t effective there was no mutual understanding from sender to receiver Management question Emilia is allowed to approve expenditures under 10 000 If the amount is higher she needs her boss s approval this is an attempt to reduce with the boss A Jargon B Semantics C Overload D Status Difference E Power Differences MGMT309 Chp11 Basic Elements of Organizing 10 21 Lecture 1 UNIT3 EXAM3 Chapter 11 Basic Elements of Organizing The Elements of Organizing o Organizing deciding how to best group organizational activities and resources o Organization Structure The set of building blocks that can be used to configure an organization 1 Designing Jobs o Job Design the determination of an individual s work related responsibilities o Job Specialization Division of Labor the degree to