MGT 305 1nd Edition Exam 2 Study Guide Lectures 13 22 Chapter 16 Managers and Communication Week 6 What is the definition of communication Why is it important The transfer and understanding of a meaning o For managers can be interpersonal or organizational Explain the interpersonal communication process Sender person doing communicating Encoding how a message is translated and dealt with after it leaves source before it is received The Message the content of what is sent after encoding The Medium how the message is delivered internet TV in person The Receiver audience that receives message Decoding how the audience comprehends the message Feedback indicators of whether the message was received as intended Choosing a method evaluate the needs of the sender the attributes of the message the attributes of the methods and the needs of the receiver What are the components of communication verbal nonverbal Verbal communication via words Nonverbal communication how most communication is done o Body language Facial expressions gestures eye contact o Verbal intonation o Tone of voice o Pause What are the barriers to communication Filters The deliberate manipulation of information to make it appear more favorable Information overload When information exceeds our processing capacity Defensiveness When people are threatened it may reduce their ability to achieve a mutual understanding Emotions How a receiver feels when a message is received influences how he or she interprets it Language semantics Words mean different things to different people and the words selected can be influential in conveying the message o Customer convenience issue GM ignition issue labeled this versus class 1 safety issue not acknowledged until people died Culture National and organization differences should be considered What are some ways to overcome communication barriers Solicit and use feedback o Pay attention to nonverbal feedback Simply language o Avoid jargon code switching Listen actively o Listening not waiting to talk o Ask questions Get emotions in control Watch your own nonverbal cues How can workplace design impact communication Include four types of employee work that should be supported Should support four types of employee work o Focused work o Collaboration o Learning Researching things their unclear on picking up a new skill comparing to other cases o Socialization What are the two common design elements discussed Open workplaces o Better monitoring more face to face interaction easier to talk to others and ask questions Adjustable work arrangements Example Cisco o Used to have employees in cubicles managers higher level in offices resulted in great financial savings What are trends in communication Leadership as a conversation Old model vs new model Intimacy how leaders relate to their employees Old very professional formal top down process New more personal values individuality more direct contact Interactivity how leaders use communication channels Talking with employees not at them soliciting input rather than just broadcasting info Inclusion how leaders develop org content Intentionality how leaders convey strategy Communication and technology Advantages flexible and effective Disadvantages Lack of personal interaction Legal and security issues Privacy and the internet Your employer can access your work email at anytime without any particular reason and these emails can be used in court against you Facebook Twitter LinkedIn fair game Nothing online is private Chapter 6 Decision Making Week 7 What are the 8 steps in the decision making process Step 1 Identifying the problem More effective to treat underlying problem rather than focusing on the symptoms that stem from it Step 2 Identifying decision criteria What things are you going to look for Step 3 Allocating weights to criteria What do you value most Step 4 Developing alternatives What can be done differently Step 5 Analyzing alternatives What is the best option Step 6 Selecting an alternative People often ignore the previous steps and go with their gut instinct Step 7 Implementing the alternative Step 8 Evaluate the decision effectiveness Most people skip this step What are the 4 perspectives on how managers make decisions Rational decision making Assumes we make logical objective and consistent choices that maximize value Maximizing is key Search until we find the best option best solution Satisfice people tend to be happier and more fulfilled in life than the maximizes maybe we don t need to be rational Maximizing leafs Assumptions of rationality unrealistic Rational decision maker would be fully objective and logical Problem is clear and unambiguous Decision maker has clear and specific goal Decision maker knows all possible alternatives and consequences Rational decision making consistently leads to increased likelihood of achieving that goal Decisions are make in best interest of organization Bounded rationality Managers make decisions rationally but are limited bounded by their ability to process information Satisfice accept solutions that are good enough Maybe there isn t enough time or resources to find and evaluate all alternatives Intuitive decision making Making decisions on the basis of experience feelings or accumulated judgment Good for some things specifically personal decisions but not always good as experiences and personal feelings can vary Research shows that this can be a great method of decision making Components of Intuition Values or ethics based decisions Subconscious mental processing Experience based decisions Affect initiated decisions Cognitive based decision Biases and errors influence this can cause problems Evidence based management EBMgt The systematic use of the best available evidence to improve management practice Four components Decision maker s expertise and judgment External evidence Opinions preferences and values of those who have a stake in the decision Decisions are not made in isolation effect many people important to consider opinions preferences of these people Relevant organizational factors ex culture Case Study Google s hiring interview Ask how many ping pong balls would fit in a bus Many ways to approach this tells company about the person s decision making processes What are the 12 decision making biases and errors and how are each of these defined Overconfidence bias When people hold unrealistically positive views of themselves and their performance Immediate Gratification bias Overly