Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie...

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Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie [email protected] [email protected] AIM - WSOkrepkie (605) 342-1689 (h) (605) 390-0466 ©

Transcript of Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie...

Page 1: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Welcome to MT 140

Introduction to Management

Unit 9 Seminar

Communications

Bill Okrepkie

[email protected]

[email protected]

AIM - WSOkrepkie

(605) 342-1689 (h)

(605) 390-0466 ©

Page 2: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Agenda

• General Questions and Announcements• Review of last week’s seminar• Introduction• Define Communication• Identify Communications Problems to Avoid• Identify methods for handling resistance to change/Recap• Conclusion of Seminar

Page 3: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Did I Answer all your questions from last week.

Page 4: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Review of Unit 8

• Ethics and examples of ethics• Values• Shared values• Sexual harassment• Corporate social responsibilities

Page 5: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Discussion Question

1. Discuss if Jack and Jenny have a social responsibility to keep the store at the current location

2. Identify how the issue of ethnic diversity in the neighborhood plays into Jack and Jenny's decision - making process

3. Explain how the issues of corporate social responsibility would play a part in Jack and Jenny's decision-making process

Page 6: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Assignment

1. Identify the issues facing the unit manager concerning ethical responsibilities in business and the natural environment  

2. Discuss least two ethical issues that the unit manager faces in this scenario

3. Discuss at least two ethical issues that Jack and Jenny face in this scenario     

• Any burrs under anyone’s saddle?

Page 7: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Any questions on Unit 8

Page 8: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Introduction

• The ability to communicate effectively is fundamental to a manager’s success.

• Communication concepts and practical guidelines are available to improve communication skills.

• Communication occurs through various channels, each with advantages and disadvantages.

• Managers have the task of motivating people to keep changing in response to new business challenges.

Page 9: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Define communication:

• How would you define communication? • What is the difference between one-way and two-way

communication?

Page 10: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Who is responsible for communicating?

Page 11: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Communication

• Communication - the transmission of information and meaning from one party to another through the use of shared symbols

• One-Way Communication - a process in which information flows in only one direction - from the sender to the receiver, with no feedback loop

• Two-Way Communication - a process in which information flows in two directions - the receiver provides feedback, and the sender is receptive to the feedback

Page 12: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Identify communication problems to avoid

Page 13: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Interpersonal CommunicationPitfalls

• Perception - the process of receiving and interpreting information

• Filtering - the process of withholding, ignoring, or distorting information

Page 14: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Let’s talk about filtering

• Encoding by the sender- Words can be misused- Facts left out- Ambiguous phrases

• Decoding by the receiver- Doesn’t listen carefully- Preconceived ideas- Overlooks key points- Draws wrong conclusions- Misinterprets body language

Page 15: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Tactics to enhance effective communication:

Verbal Behavior

Nonverbal Behavior

Accurate Interpretation

Comprehension

Design of Message

Page 16: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Verbal Behavior

• Clear, slow speech. Enunciate each word. Do not use colloquial expressions.

• Repetition. Repeat each important idea using different words to explain the same concept.

• Simple sentences. Avoid compound, long sentences.• Active verbs. Avoid passive verbs.

Page 17: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Nonverbal Behavior

• Visual restatements. Use as many visual restatements as possible, such as pictures, graphs, tables, and slides.

• Gestures. Use more facial and appropriate hand gestures to emphasize the meaning of words.

• Demonstrations. Act out as many themes as possible.

• Pauses. Pause more frequently.

• Summaries. Hand out written summaries of your verbal presentation.

Page 18: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Accurate Information

• Silence. Do not jump in to fill the silence.

• Intelligence. Do not equate poor grammar and mispronunciation with lack of intelligence

• Differences. If unsure, assume difference, not similarity.

Page 19: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Comprehension

• Understanding. Do not just assume that they understand

• Checking comprehension. Have colleagues repeat their understanding of the material back to you.

Page 20: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Design• Breaks. Take more frequent breaks.

• Small modules. Divide the material to be presented into smaller modules.

• Longer time frame. Allocate more time for each module than you usually need for presenting the same material to native speakers of your language.

Page 21: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Motivation

• Encouragement. Verbally and nonverbally encourage and reinforce speaking by nonnative-language participants.

• Drawing out. Explicitly draw out marginal and passive participants.

• Reinforcement. Do not embarrass novice speakers.

Page 22: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Identify methods for handling resistance to change

• In your opinion, do you think that people are generally resistant to change?

• What are some factors that impact a person’s degree of acceptance to change?

Page 23: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Approaches to Encourage Cooperation

• Education and communication• Participation and involvement• Facilitation and support• Negotiation and rewards• Manipulation and cooptation• Explicit and implicit coercion

Managers must lead change.

Page 24: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Methods for Managing Resistance to Change

Page 25: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Leading Change

Page 26: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Recap

• In this seminar, we have discussed:

-Define Communication/ Questions and Answers-Identify Communications Problems to Avoid/ Questions and Answers

-Identify methods for handling resistance to change/ Questions and Answers

Page 27: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Assignment Questions and Answers

There are three graded assignments in Unit 9:

1.Review Quiz

2.Discussion Assignment

3.Dropbox Assignment

Are there questions concerning how you are expected to complete and submit these assignments?

Page 28: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Discussion Question• Jenny received a quick phone call from one of the location managers about replacing

some equipment. She agreed in principle that the equipment should be replaced but mentioned that Jack was investigating another source for the equipment and perhaps they should wait until she and Jack had reached a decision. Two weeks later, Jenny received an invoice for the new equipment! Visibly angry, she called the manager to inquire why he had ordered the equipment after their conversation. The manager stated that Jenny had agreed that the equipment needed to be replaced. He was adamant that this was what he heard Jenny say. The equipment was expensive and Jack was hoping to order several pieces from one source to maximize discounts per unit.

Page 29: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Discussion Question Cont.

• Based on the section on “Watch out for communication pitfalls” beginning on page 265 of the Bateman and Snell text, describe some ways that Jenny could have avoided this situation.

Page 30: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Assignment

• Sandwich Blitz, Inc. has a great problem...an increase in the number of customers! Employees have been consistently reporting that they are overwhelmed by the volume of customers and management has noticed that the number of reported errors in customer orders has increased. Jack and Jenny have decided to adopt an e-customer order system that will allow customers to input their own orders. This would address the issue of employees being overwhelmed by the increased pace of the workplace.

Page 31: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

Assignment Cont.

Using the process on page 329-330 of the text, describe what the management must do to lead this change in technology to automated customer service. Address each of the eight steps in the change process.

Page 32: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

You all did great today! I can hardly wait until next week. Only one more

seminar to go

Any other questions from this seminar

Page 33: Welcome to MT 140 Introduction to Management Unit 9 Seminar Communications Bill Okrepkie WOkrepkie@kaplan.edu bokrepkie@rap.midco.net AIM - WSOkrepkie.

It looks like the hour is up. I hope this session was valuable to you and I look forward to seeing you next week. Have a great week and weekend.