1. COMMUNICATION
IN
MANAGEMENT
By: Amanda McGinnis & Cherise Lawrence

2. 5 DIMENSIONS OF COMMUNICATION
Phenomenology

1. Meanings are interpreted by people, not the words.
Slang

2. Message Channels
Verbal and nonverbal communication

3. Roles
Difference in status between two individuals

4. Feedback
A response from the receiver to the sender to show you

understand what they are saying
5. Listening
More than just hearing, requires active attention.


3. MESSAGE CHANNELS
Verbal

Speech

 Written
 Technology
Ex: Email

Non-Verbal

Body Language

 Actions
 Visual Symbols
 Environments

4. ROLES
Receivers & Senders

Feedback-message the sender receives back from its

partner.
In form of:

 Eye Contact
 Verbal Response
 Nods
 Shows you are listening

5. LISTENING
Requires active attention and Avoiding Distractions

to understand and remember the message.
 Pay attention to speaker both verbal and non-verbal
communication.
 Give feedback to show you understand the
message.
 When listening to employee:
Be empathetic

 Don’t judge

6. Language Paralanguage
VS.
Paralanguage-way the

Language-words we

words are said
speak Includes

Inflection

Rate

What am I Volume

saying? Pronunciation & Fluency

Fluency-using “um” or “ya

know”
Pronunciation-change

accent to relate to people.
Silence

Sometimes get more

information by saying
nothing.

7. WAYS TO IMPROVE VERBAL COMMUNICATION
Avoid Confusion when choosing words.

 Be brief and precise
 Know when to use redundancy.
 Choose right time and place
“Be sincere; be brief; be seated”.
-Franklin Delano Roosevelt

8. NON-VERBAL
Four Functions

Express Emotion

Facial Expressions & Hands

Communicates the nature of the relationship

Personal Space-be comfortable

Affects Verbal Meanings

words & actions agree = strong message

 words & actions disagree = feeling of uneasiness
Substitutes or replaces verbal communication

When not appropriate to speak

 Signals
 Eye Rolling

9. 7 WAYS OF NON-VERBAL COMMUNICATION
Appearance

Dress for status

 Look Appealing
Posture & Positioning

Says a lot about personality & state of mind

Attentive=alertness, poise, interest

 Slouching=bored, submission
Proxemics

How far people space themselves from another person

Personal Space


10. 7 WAYS OF NON-VERBAL
COMMUNICATION (CONTINUED)
Touching

Not popular in western cultures

Handshake

Gestures

Not all universal

Facial Expression & Eye Contact

Facial expression-most easily recognized

 Eye contact shows
Wish to communicate

 Shows feedback
 Puts others under pressure

11. 7 WAYS OF NON-VERBAL
COMMUNICATION (CONT’D)
Chronemics

Concerns the things that people communicate through

their use of time.
Casually late, prompt for work, ect.


12. IMPORTANCE OF LISTENING
Effectiveness listening helps you accomplish tasks

with fewer misunderstandings.
Get accurate Information

The quality of your relationships is affected by the

quality of your listening skills
Shows sincere interest.


13. FACTORS THAT INFLUENCE LISTENING
Age

 Gender
 Personal Traits
 Physical/Psychological States
 Noise & External Distractions

14. HURIER LISTENING MODEL
Hearing

 Understanding
 Remembering
 Interpreting
 Evaluating
 Responding

15. IMPROVING LISTENING SKILLS
Pay attention to speaker

 Let speaker know that you are paying attention
 Listen to the entire Message
 Take Notes
 Practice Mnemonic Techniques
Imagery

Mnemonic Devices


16. COMMUNICATION ORGANIZATIONS
Upward Communication

Way for managers stay in touch with the attitudes &

opinions of subordinates
 Improve upward communication:
encourage staff to communicate.

 Respond
 Avoid communication barriers
Downward Communication

Formal communication links from person of higher

status to a person of lower status.

17. COMMUNICATION ORGANIZATIONS
(CONTINUED)
Downward Communication

Formal communication links from person of higher

status to a person of lower status.
 Ways to Improve
Establish Trust

 Get to know employees
 Be honest
 Explain to them
 Use Redundancy & Multiple Times
 Make the message important to the employees
 Don’t Overload

18. COMMUNICATION ORGANIZATIONS
(CONT’D)
Horizontal Communication

Reward good horizontal communication

 Make sure interdepartmental competition is constructive
Informal Communication Network

 The “Grapevine”
 Rumars start this way and should be defused immediately