12 chapter communication and interpersonal skills copyright ©2011 pearson education

12Chapter

Communication and Interpersonal Skills

Copyright ©2011 Pearson Education

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Learning Objectives

• Describe what managers need to know about commutating effectively

• Explain how technology affects managerial communication

• Discuss the interpersonal skills that every manager needs


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How do managers communicate effectively?• Everything a manager does involves communicating.

Not some things but everything. • Manager need effective communication skills, but

this does not mean good communication skills alone make a successful manager. Ineffective communication skills can lead to problem for a manager.


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How Does the Communication Process Work?• Firstly, a purpose expressed as a message to be

conveyed. It passes between a source (sender) and a receiver. The message is encoded (converted to symbolic form) and is passed by way of some medium (channel) to the receiver, who retranslates (decodes) the message initiated by the sender. The result is:

• Communication– A transfer of understanding and meaning from

one person to another


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Parts of the Communication Process• Communication Process– The seven-part process of transferring and

understanding of meaning

1.Sender: The communication source

2.Encoding: Converting a message into symbolic form• There are four conditions affect the encoded

message: skills, attitudes, knowledge, and the social cultural system.


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Parts of the Communication Process (cont.)3. Message: A purpose for communicating that’s to be

conveyed• Our message is affected by the code or group of symbols we

use to transfer meaning, the content of the message, and the decision we make in selecting and arranging both cods and the content.

4. Channel– The medium by which a message travels– It is selected by the source who must determine

which channel is formal and which one is informal.


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Parts of the Communication Process (cont.)5. Decoding: Translating a received message• Like the encode, was limited by sender skills, attitudes,

knowledge, and social culture system, the receiver is equally restricted.

• the person’s knowledge, attitudes, and cultural background influence his ability to receive, just as they do the ability to send.

6. Receiver: The person to whom the message is directed

7. Feedback: Checking to see how successfully a message has been transferred.

It determines whether understanding has been achieved.Copyright ©2011 Pearson Education

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Methods of Communicating

• Written communication:• It includes memos, letters, e-mail, organizational

periodicals, bulletin boards, or any other device that transmit written words or symbols.

• Benefit of Written Communication:1. The sender usually choose to use written

communication because it is tangible, verifiable, and more permanent

2. Both sender and receiver have a record of the communication.


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Written Communication (cont)

3. Written communications are more likely to be well thought out, logical, and clear.

• Written Communication Drawbacks:1. Writing may consume a great deal of time. You could

probably say in 10 to 15 minutes what it take you one hour to write.

2. Lack of feedback. In sending a memo, you don’t know whether it is received or it has been interpreted as the sender meant. Whereas, oral communication allow receiver to respond rapidly to what they hear. presents feedback evidence that the message has been received and understood Copyright ©2011 Pearson Education

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Is the Grapevine an Effective Way to Communicate?• Grapevine– An unofficial channel of

communication– It’s neither authorized nor

supported by the organization– Information is speared by word of

mouth – It gets information out to

organizational member as quickly as possible.


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How Do Nonverbal Cues Affect Communication?• Some of the most meaningful communications are

neither spoken nor written. These are non verbal communication. E.g.

• The best known areas of nonverbal communication are:

• Body Language– Nonverbal communication cues such as facial

expressions, gestures, and other body movements

• Verbal Intonation– An emphasis given to words or phrases that conveys

meaning. “It is not what you say but how you say it” Copyright ©2011 Pearson Education

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What Are Barriers to Effective Communication?• There are some barriers that help us to explain why

the message decoded by receiver is often different from that which the sender intended.

• Filtering: Deliberately manipulating information to make it appear more favorable to the receiver– E.g. when a manager tells his boss what he feels

that boss want to hear>> he is filtering information.– If the org use more cooperative, collaborative work

arrangements, information filtering may become less.


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Communication Barriers (cont.)

• Selective Perception– Selectively perceiving or hearing a communication based

on your own needs, motivations, experiences, or other personal characteristics

• Information Overload: What results when information exceeds processing capacity

• Emotions: How the receiver feels when a message is received.

• You will interpret the message differently depending whether you are happy or distressed.


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• Language: • Words have different meanings to different people.

Receivers will use their definition of words being communicated.

• Age, education, and cultural background are three variables that influence the language a person use.

• Employee in the org have different pattern of speech.

• Jargon: Technical language• In large org, that operating in different countries,

individuals in each local will use phrases that unique to their area Copyright ©2011 Pearson Education

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• The existence of vertical levels can cause language problem • Sender tend to assume that the words and phrases they

use mean the same to the receiver as they do to them. This could create communication barriers

• Gender: how males and females react to communication may be different, and they each have a different communication style.

• To keep gender differences from becoming barrier to effective communication requires acceptance, understanding , and commitment to communicate adaptively with each other


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• National culture:• Communication differences can arise from the

different languages that individual use to communicate and the national culture of which they are a part.


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Example of National culture

• United State (Individualism)

• Managers relay on memoranda, announcements, position papers, and other formal forms of communication

• Japan (Collectivism)• The Japanese managers

engage in verbal consultation with employee

• The decision done by consensus, open, and face- to face communication


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Overcoming Communication Barriers• Use Feedback– Many problems are attributable to

misunderstanding and inaccuracies. These problems are less likely to be occur if the managers gets feedback, both verbal and nonverbal.

– Manager can ask questions about a message to determine whether it was received and understood as intended. Or the manager can ask the receiver to restate the message in his own words.


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Overcoming Communication Barriers (cont)

• Use Simplified LanguageUse words that the intended audience understand and

communicate in clear, and easily terms– Jargon can facilitate understanding if it is used within a

group that knows what it means, but can cause problems when used outside that group.

• Listen Actively– Listening is an active search for meaning, whereas

hearing is passive. Also, listening is more tiring than talking


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Overcoming Communication Barriers (cont)• Active Listening– Listening for full meaning without making

premature judgments or interpretations.– Active listening is enhanced by developing

empathy with the sender by putting yourself in the sender’s position.

– Because sender differ in attitudes, interest, needs, and expectation, empathy make it easier to understand the actual content of the message.


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Overcoming Communication Barriers (cont)• Constrain Emotions: • Emotion can distort communication. A manager

who’s upset over an issue is more likely to fail to communicate his outgoing message clearly and accurately.

• Therefore, manager need to calm down and get emotions under control before communicating.

• Emphasis on Nonverbal Cues:• Be aware that your action speak louder than your

words. Keep the two consistent Copyright ©2011 Pearson Education

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How is Technology Affecting Managerial Communication?• Technology has radically changed the way organizational

members communicate;1. It improves the manager ability to monitor performance.2. It gives employees more complete info to make faster

decisions.3. It provided employees more opportunities to

collaborate and share information.4. It made it possible for people to be fully accessible any

time anywhere


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What Are Networked Communication Capabilities?• IT has affected managerial communication through the

use of: networked computer systems, wireless capabilities, and knowledge management systems

• What are networked communication capabilities?• E-mail: The instantaneous transmission of messages on

computers that are linked together. It is fast, cheap and can be used to send the same message to many people at the same time.

• Instant messaging (IM): This interactive, real-time communication takes place among computer users who are logged on to the computer network at the same time. Copyright ©2011 Pearson Education

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Networked Communications (cont.)

• Voice Mail System: digitizes a spoken message, transmits it over the network, and stores the message on a disk for the receiver.

• Fax machines: transmit documents containing both text and graphics over ordinary telephone lines

• Electronic data interchange (EDI) : a way for organizations to exchange business transaction documents such as invoices or purchase orders, using direct, computer-to-computer networks

• It often been used with suppliers, customers, and vendors cuz it saves time and money.


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• Teleconferencing: allows a group of people to confer simultaneously using telephone or e-mail group communications software.

• Videoconferencing : A simultaneous conference where meeting participants can see each other over video screens.

• Internet-based voice communication: Popular Web sites such as Skype, Vonage, and Yahoo!, among others, let users chat with each other

• Many companies use these services for employees to use in conference calls, or for instant messaging


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• Intranet– A network that uses

Internet technology but is accessible only to organizational employees.

– Allow employees to share info and collaborate


• Extranet– A network that uses

Internet technology and allows authorized users inside the organization to communicate with certain outsiders such as customers or vendors

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What is Knowledge Management?

• Knowledge Management– Cultivating a learning

culture in which organizational members systematically gather knowledge and share it with others


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What Interpersonal Skills Do Managers Need?• Active Listening:• Active listening requires: Intensity, Empathy, Acceptance,

and willingness to take responsibility for completeness• Concentrates intensely: active listener should summarize

and integrate the info that has been said.• Empathy: requires you to put yourself into the speaker’s

shoes. You try to understand what the speaker want to communicate rather than what you want to hear. Empathy demand both knowledge of the speaker and flexibility on the listener


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Interpersonal Skills (cont.)

• Acceptance:– listening objectively without judging content even

if you are disagree with it.– The challenge for the active listener is to absorb

what’s being said withhold judgment on content until the speaker is finished

• Responsibility for completeness:– the listener does whatever is necessary to get the

full intended meaning from the speaker’s communication


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Feedback

• There is an importance of providing both positive and negative feedback;

• Positive feedback – more readily and accurately perceived than

negative feedback and it is always accepted

• Negative feedback – most likely to be accepted when it comes from a

credible source or if it’s objective, but it often meet resistance


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Feedback (cont)

• Objective negative feedback that’s supported by hard date( numbers),and specific examples are more likely to be accepted.

• Negative feedback that’s subjective can be meaningful tool for experienced managers, or those in upper level of the org who built the trust and earned the respect of their employees.

• From less experienced managers, those in the lower level of the org, and those who reputations have not yet been established, negative feedback that’s subjective is not likely to be well perceived or accepted


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How do you give an effective feedback?

• Six specific suggestions can help in providing an effective feedback as follow:

• 1) focus on specific behavior: feedback should be specific rather than general.

• 2) keep feedback impersonal: feedback, particularly the negative one, should be descriptive rather than judgmental or evaluative. Keep the feedback focused on job-related behaviors and avoid criticize someone personally because of an inappropriate action.

• 3) keep the feedback goal oriented


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How do you give an effective feedback?(cont)

• 4) make feedback well timed: e.g. a new employee who makes a mistake is more likely to respond to his manager’s suggestions for improving right after the mistake rather than after five moths from now.

• 5) ensure understanding: every successful communication require both transference and understanding of meaning, therefore, you can ask the receiver to rephrase the message to find if he fully captured the intended meaning.

• 6) direct negative feedback toward behavior that the receiver can control: it might be a good idea to indicate specifically what can be done to improve the situation.


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What Are Empowerment Skills?

• Delegation– Assigning authority to another person to carry out

specific activities• In participative decision making, authority is shared.

With delegation, employees make decisions on their own. It is shift of decision making authority from one organizational level to another lower one.


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How Much Authority Should a Manager Delegate?


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How do you delegate effectively?

• 1) Clarify the assignment.

• 2) Specify employee’s range of discretion

• 3) Allow employee to participate

• 4) Inform others that delegation has occurred.

• 5) Establish feedback control


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What is Conflict Management?

• Conflict– Perceived differences resulting in interference or

opposition– There are three views have evolved regarding conflict:

• Traditional View of Conflict– The view that all conflict is bad and must be avoided

• Human Relations View of Conflict– The view that conflict is natural and inevitable and has

the potential to be a positive force in contributing to group’s performance.


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Conflict Management (cont.)• Interactionist View of Conflict– The view that some conflict is absolutely necessary for

an organization to perform effectively– The interactionist view doesn’t suggest that all conflict

are good, some conflicts are • Functional Conflicts– Conflict that’s constructive and supports an

organization’s goals and improve performance.• Dysfunctional Conflicts– Conflict that’s destructive and prevents an organization

from achieving its goalsCopyright ©2011 Pearson Education

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When conflict is functional and when it is dysfunctional?

• Research indicate that we should look to conflict types:• Task Conflict: Conflict that relates to the content and goals

of work• Relationship Conflict: Conflict that focuses on interpersonal

relationships• Process Conflict: Conflict that refers to how the work gets

done• Research shows that relationship conflict always

dysfunctional. Whereas low level of process conflict or low- to moderate level of task conflict are functional.


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How to handle conflicts?


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The steps to analyzing and solving conflict situations• 1)Identify your underlying conflict –handling

style.• 2) select only conflicts that are worth the

effort and can be managed.• 3) evaluate the conflict players.• 4) assess the source of the conflict.• 5) choose the conflict resolution option that

best reflect your style and the situation.


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What Are Negotiation Skills?

• Negotiation– A process in which two or more parties who have

different preferences must make a joint decision and come to an agreement

– To achieve those goals, both parties typically use a bargaining strategy: there are two general approaches to negotiation are:

• Distributive Bargaining– Negotiation under zero-sum conditions, in which any

gain by one party involves a loss to the other party. E.g.Copyright ©2011 Pearson Education

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Negotiation Skills (cont.)

• In distributive bargaining, each party has a target point the defines what he would like to achieve. Also, each has a resistance point that marks the lowest acceptable outcome. The area between their resistance points is the settlement range.


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Negotiation Skills (cont.)

• Integrative bargaining– Negotiation in which there is at least one

settlement that involves no loss to either party– Generally, integrative bargaining is preferable to

distributive bargaining. Because integrative bargaining build long- term relationship and facilitate working together in the future. And both parties will be feeling that they achieve a victory.

– whereas, distributive bargaining leave one party a loser


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How do you develop effective negotiation skills?• 1)Research the individual with whom you will

be negotiating.• 2) begin with positive overture• 3) address problems, not personalities.• 4) pay little attention to initial offers.• 5) emphasize win-win solutions.• 6) create an open and trusting climate.• 7) if needed, be open to accepting third-party

assistanceCopyright ©2011 Pearson Education

12 chapter communication and interpersonal skills copyright ©2011 pearson education

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