MBA 2nd Communication

8/7/2019 MBA 2nd Communication

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Deepmalaa Shrestha, Lecturer, MBA 2nd Tri, Nov 29th

Effective Communication


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What is the communication ?...

Communication.

An interpersonal process of sending andreceiving symbols with messages attached tothem.

Key elements of the communication process:

Sender.

Message.

Communication channel. Receiver.

Interpreted meaning.

Feedback.


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Functions of Communication...

Control

Motivation

Emotional Expression

Information


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The Communication Process...

Receive

r

Feedback

DecodingChanne

l

Encodin

g

Source


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What is the communication process?

Sources of noise in communication:

Poor choice of channels.Poor written or oral expression.

Failure to recognize nonverbal signals.

Physical distractions.

Status effects.


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Deepmalaa Shrestha, Lecturer, MBA 2nd

Tri, Nov 29th


Poor choice of channels.

Choose the channel that works best.

Written channels work for messages that:

Are simple and easy to convey.

Require extensive dissemination quickly.

Convey formal policy or authoritative directives.

Spoken channels work best for messages that:

Are complex or difficult to convey where immediate

feedback is needed. Attempt to create a supportive, even inspirational,

climate.


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Tri, Nov 29th

Communication Process Conti....

Guidelines for making oral presentations:

Be prepared.

Set the right tone.

Sequence points.Support your points.

Accent the presentation.

Add the right amount of polish.

Check your technology.

Dont bet on the Internet.

Be professional.


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Tri, Nov 29th

Failure to recognize nonverbal signals.

Nonverbal communication takes place through

gestures, facial expressions, body posture, eye

contact, and use of interpersonal space.

Mixed messages occur when a persons words

and nonverbal signals communicate different

things.

The growing use of communicationtechnologies causes important nonverbal

communication to be lost.


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Tri, Nov 29th


Physical distractions.

Include interruptions from telephone calls,

drop-in visitors, a lack of privacy, etc.

Can interfere with the effectiveness of a

communication attempt.

Can be avoided or at least minimized

through proper planning.


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Tri, Nov 29th

Status effects.

Occur when an organizationshierarchy of authority creates a

barrier to effective

communication.Status effects include:

Filtering the intentional distortion of

information to make it appear favorable to the

recipient.

Subordinates acting as yes men.


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Tri, Nov 29th

Feedback.

The process of telling others how you

feel about something they did or said,or about the situation in general.

Constructive feedback guidelines:

G

ive it directly.Make it specific.

Give it when the receiver is willing/ableto accept it.

Make sure it is valid.

Give it in small doses.


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Tri, Nov 29th

Active listening...

The process of taking action to help

someone say exactly what he or she really

means.Rules for active listening...

Listen for message content.

Listen for feelings.Respond to feelings.

Note all cues, verbal and nonverbal.

Paraphrase and restate.

How can communication be improved?...


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Tri, Nov 29th

Ten steps for good listening...

Stop talking.

Put the other person at ease.Show that you want to listen.

Remove any potential distractions.Empathize with the other person.

Dont respond too quickly; be patient.

Dont get mad; hold your temper.

Go easy on argument and criticism.

Ask questions.


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Tri, Nov 29th

How can communication be improved?

Use of communication channels.

Channel richness is the capacity of a

communication channel to carry information inan effective manner.

Low channel richness is impersonal, one-way,and fast.

High channel richness is personal, two-way, and

slow.

Managers need to choose a channel with theappropriate richness for the communication.


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Tri, Nov 29th

Ways to keep communication channels open

through interactive management.

Management by wandering around (MBWA).

Open office hours.

Regular employee group meetings.

Computer-mediated meetings and video conferences.

Employee advisory councils. Communication consultants.

360-degree feedback.


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Tri, Nov 29th

Different languagesA one-sided conversation might go like this:

SANDRA: How was your day?

LARRY: OK.

SANDRA: What happened?

LARRY* The usual.

SANDRA: What do you feel like doing this weekend?

LARRY. I don't care. What do you want to do?

SANDRA: Do you want to invite our friends over?

LARRY: I don't know. Do you know where the TV schedule is?

SANDRA: (upset) Why don't you talk to me?

LARRY: (Stunned and silent.)

SANDRA: Do you love me?

LARRY: Of course I love you. I married you.

SANDRA: How could you love me? We never talk any more. How can you just sit there

and say nothing. Don't you care?


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Tri, Nov 29th

Summary:At this point, Larry would get up and

go for a walk. When he came back

he would act as though nothing hadhappened. Sandra would also act as

though everything was fine, but

inside she would withdraw her loveand warmth.


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Tri, Nov 29th

SIX COMMON ABBREVIATED WARNINGSIGNALS

When a woman asks "What's the matter?"

A Man Says A Woman Responds

"I'm OK" or"It's OK.' = "I know something's wrong. What isit?"

"I'm fine" or"It's fine." = "But you seem upset. Let's talk."

"It's nothing." = "I want to help. I know something is

bothering you. What is it?"

"It's all right" or"I'm all right." = "Are you sure? I am happy to

help you."

"It's no big deal." = "But something is upsetting you. I think

we should talk."

"It's no problem.

"=

"But it is a problem. I could help.

"


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Tri, Nov 29th

1)Meaning ofI am OK-, Ican deal with

my upset

She hears-I am not willing to share with

you my upset feelings.I

do not trust youto be there for me."

2) "I am fine -IfIdo Iwill askShe hears-"Idon't care about what has

happened. Even if it upsets you, Idon't care.


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Tri, Nov 29th

TEN COMMON COMPLAINTS THAT ARE EASILYMISINTERPRETED

Women say things like this Men respond like this

"We never go out." "That's not true. We went out last week."

"Everyone ignores me." "I'm sure some people notice you."

"I am so tired, I can't do anything." "If you don't like your job,then quit."

"I want to forget everything." "That's ridiculous." "The house is always a mess." "It's not always a

mess."

"No one listens to me anymore." "But I am listening to youright now."

"Nothing is working." "Are you saying it is myfault?"

"You don't love me anymore." "Of course I do. That'swhy I'm here."


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Tri, Nov 29th

1) "We never go out" -I love beingwith you

Male hears: We never do anythingtogether anymore because you arelazy, unromantic, and just boring."

2) "I am so tired, -I can't doanything" -Iam so lucky to haveyour support.

Mars hears: "Ido everything andyou do nothing. You should domore. Ican't do it all. I feel sohopeless. Iwant a 'real man' to live

with. Picking you was a big"


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Tri, Nov 29th

3) "I want to forget everything" - I just

want to feel you understanding thepressures I feel. It would make me feelso much better. It helps me to relax.Tomorrow Iwill get back to being

responsible and handling things."

Mars hears: Ihave to do so much thatIdon't want to do. Iam so unhappy with

you and our relationship. Iwant abetter partner who can make my lifemore fulfilling

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MBA 2nd Communication

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