Communication

What is communication?
 WHAT IS COMMUNICATION ?

?!!
What is said?
What was meant?
What is the appropriate action?

Communication is concerned with achieving a shared

understanding in an interaction.
PATTERN OF MANAGERS’ TIME USE

(Mintzberg)
Dealing with
documentation
work
Unplanned 26%
meetings
50% Telephone
8%
Travel
Planned meetings 4%
12%
PERCEPTION PROCESS
Stimuli Behavior

A Attention Interpretation
B & Retrieval
C Organization Judgement
.
. Attitudes

Selective Selective
Perception Perception
FACTORS FORMING RECEIVER’S
UNDERSTANDING

Knowledge
Interests

Experience
Prejudice

Mood Beliefs
ENVIRONMENT
 COMMUNICATION MODEL

Receiver
Sender
Unders-
Decoded tanding
Idea Encoded

Media
COMMUNICATION MODEL

Receiver
Sender

Media
Communication Factors...

Sender’s factors:
- Knowledge and experience
- Attitude
- Methods
- Lingual ability
Environment (e.g., noise)
Receiver’s factors
- Knowledge and experience
- Emotion
- Attitude
- Biases

Language’s vagueness
7 Principles of Communication

1. Problem-oriented, not Person-oriented

2. Descriptive, not Evaluative

3. Validating, not Invalidating

4. Specific, not Global

5. Conjunctive, not Disconjunctive

6. Owned, not Disowned

7. Supportive listerning, not One-way listening

Problem-oriented, not Person-oriented

Problem oriented People oriented

“How can we solve this problem?” “Because of you there is a problem.”

What would be the results of Person-oriented

Communication?
Descriptive, not Evaluative

 Descriptive  Evaluative
“Here is what happened; here is “You are wrong for doing that!”
my reaction; and here is my
suggetions...”

What would be the results of Evaluative

communication ?
Conjunctive, not Disconjunctive

Conjunctive means joined to the message of the other to make

the interaction flows smoothly

Conjunctive Disconjunctive
“Related to what you said, I “I have an idea (regarless of
have an idea.” what you’ve said”

What would be the results of Disconjunctive

communication ?
Specific, not Global

Specific Global

“You are late three times this “You are always late!”
week”

What would be the results of Global

communication ?
Owned, not Disowned

Owned Disowned
“I’ve decided to deduct 10% of “They don’t like your ideas …”
your grades because…”

What would be the results of Disowned communication ?

 FOUNDATION OF
CONTROL

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 What Is Control?

 Control
– The process of monitoring activities to ensure that
they are being accomplished as planned and of
correcting any significant deviations.
 The Purpose of Control
– To ensure that activities are completed in ways
that lead to accomplishment of organizational
goals.

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 Why Is Control Important?

 As the final link in management functions:

– Planning
 Controls let managers know whether their goals and plans
are on target and what future actions to take.
– Empowering employees
 Control systems provide managers with information and
feedback on employee performance.
– Protecting the workplace
 Controls enhance physical security and help minimize
workplace disruptions.

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 Designing Control Systems

 Market Control
– Emphasizes the use of external market mechanisms to
establish the standards used in the control system.
 External measures: price competition and relative market
share
 Bureaucratic Control
– Emphasizes organizational authority and relies on rules,
regulations, procedures, and policies.
 Clan Control
– Regulates behavior by shared values, norms, traditions,
19 rituals, and beliefs of the firm’s culture.
 Three Control System

 Market control: (Market)

– If the market accept the products and prices
– Measuring the end result, may be too late
 Bureaucratic control: (Rules)
– If process follows the policies and rules
– Need to be supervise all along
 Clan control: (Trust)
– If people behave according to the (unwritten) values
and norms of the organization
20 – May be cheated
 The Planning–Controlling Link

Exhibit 18.2

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 Case: Why My Start-up Failed?

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How To Make Controlling Easier
Objectives Measures Targeted Actual Causes

Increase Products/ 10 8 Why?

productivity person per
day

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 The Control Process

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 BP Explosion Video

 What happened in BP Texas City? What

were then consequences?
 What went wrong in the company's control
system? Was the accident preventable?

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