Previous Topics: The Scope of Management Management Roles,
Functions, Skills and Values Benefits & Limitations of
Leadership Styles Applying Leadership Styles to Business Situations
Skills of Good Managers Personal & Business Ethics Social Media
in the Workplace
Slide 3
Communication Formal & Informal Communication Methods for
Resolving Conflict Benefits of Developing Partnerships
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Communication Skills ObjectiveEssential Questions We will
explain how corporate culture influences formal and informal
communication. How does a corporations shared values and behaviors
influence communication? What does it mean to have an open or
restricted communication climate?
Slide 5
Shared Values How are the shared values of a corporation
identified? Mission & Vision Statement As an employee, how do
you know what the corporations expectations are for behavior?
Policies & Procedures How can the managers of a corporation
help to define the communication climate? Communication
Policies
Slide 6
Defining Communication It has been estimated that managers
communicate more than 2/3 of each work day. It is important to set
expectations on how they should be communicating!
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Channels of Communication Verbal or Face-to-Face Including
phone calls, meetings, public relations Written Including emails,
faxes, memos, proposals Nonverbal Communication Electronic
Including email, social media, wireless devices
Slide 8
Communication Climate The culture of a corporation influences
the communication climate. Closed or Restricted relies on top-down
decisions and adheres to numerous rules and strict disciplining for
violations of established procedures; communication tends to be
formal. Open encourages creativity and problem solving at all
levels and supports communication & information sharing.
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Formal Communication A formal communication network is the
system of official channels that carry organizationally approved
messages. Communication channels generally follow the reporting
relationships in the firm. Communication flows upward, downward,
and across the organization in a prescribed manner.
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Informal Communication An Informal communication network
includes the unofficial ways that employees share information
across an organization. Small, informal groups The Grapevine Relies
heavily on interpersonal communications and e-mail Usually refers
to exchanges between employees who get along well together Good
managers are aware of informal groups!
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Think About It Consider movies like The Social Network and The
Internship. What type of communication climate do organizations
like Facebook and Google seem to have? Why? Consider The Devil
Wears Prada. What type of communication climate does Runway
Magazine seem to have? Why?
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Closing Task #1 1. How does an organization establish shared
values and beliefs? 2. How would an employee know the companys
expectations for communication behaviors? 3. Describe the
differences between an open communication climate and a closed
(restricted) communication climate.
Slide 13
Communication Skills ObjectiveEssential Questions We will
identify methods for resolving conflicts. What are some strategies
that a manager could use to help resolve conflict? What are the
elements of successful conflict resolution?
Slide 14
The Office Season 2: Episode 21 Conflict Resolution
http://www.youtube.com/watch?v=BBO 1_XBrbzQ
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Communication Conflicts Conflict is interference by one person
with the achievement of another persons goals. Conflict within
organizations can be desirable or undesirable. Good managers are
prepared to deal with conflict!
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Desirable Conflict A small amount of conflict is sometimes
beneficial to: Challenge employees Stimulate new ideas This type of
conflict exists because the goals of each manager differ. When
employees discuss and resolve their conflicting goals, the
organization can benefit.
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Undesirable Conflict Too much conflict can be harmful.
Undesirable conflict results when the actions of any person or
group interfere with the goals of the organization. Employees who
dislike others and carry grudges often cause problems for an
organization.
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Preventing Conflict Encourage open-mindedness to eliminate many
of the causes of conflict. Examine all arguments to reach a
compromise and a win-win situation when possible. Arbitrate among
interests to determine what is best for the organization.
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Resolving Conflict Avoidance Strategy Take a neutral position
or to agree with another persons position even though it differs
from your goal or personal belief. Compromise Strategy Everyone
involved agrees to a mutually acceptable solution, usually stemming
from a thorough discussion of the goals and the best way to achieve
them. Win/Lose Strategy No one compromises! Most dangerous
approach
Slide 20
Successful Conflict Resolution Elements of successful conflict
resolution: Communication Coordination Cooperation Identify the
true issue that needs to be resolved between the parties in
conflict!
Slide 21
Closing Task #2 Describe at least two different strategies for
resolving conflict. List the elements of successful conflict
resolution.
Slide 22
Communication Skills ObjectiveEssential Questions We will
describe the benefits of developing partnerships within the
organization and with the community. What are the potential
benefits of building partnerships within a company or organization?
What are some potential benefits of developing partnerships with
the local community?