8/7/2019 Communication and IPS

1/18

Fundamentals of Management: 12-1 Gao Junshan, UST Beijing

CommunicationCommunication

and Interpersonaland InterpersonalSkillSkill

8/7/2019 Communication and IPS

2/18

Fundamentals of Management: 12-2 Gao Junshan, UST Beijing

Where We AreWhere We Are

Part 1 Introduction

Part 2 Planning

Part 3 Organizing

Part 4 Leading

Part 5 Controlling

Part 4 Leading

Chapter 8

Foundations of Individual and Group

Behavior

Chapter 11

Leadership and Trust

Chapter 12

Communication and Interpersonal Skills

Chapter 9Understanding Team work

Chapter 10

Motivating and rewarding Employees

Chapter 8

Foundations of Individual and Group

Behavior

Chapter 9Understanding Team work

Chapter 10

Motivating and rewarding Employees

Chapter 11

Leadership and Trust

Chapter 12

Communication and Interpersonal Skills

8/7/2019 Communication and IPS

3/18

Fundamentals of Management: 12-3 Gao Junshan, UST Beijing

Chapter GuideChapter Guide

Understanding communication Communication process

Communication channels

Overcoming communication barriers

Interpersonal skills Effective feedback

Active listening

Effective delegating Conflict management

Stress management

Negotiating and bargaining

8/7/2019 Communication and IPS

4/18

Fundamentals of Management: 12-4 Gao Junshan, UST Beijing

Communication is the transferring and

understanding meanings

The best idea, or suggestions, or planscannot take form without communications

Communication can take many forms:

Oral vs. written

Verbal vs.non-verbal

Interpersonal vs. organizational

CommunicationCommunication

Understanding communication: the process

8/7/2019 Communication and IPS

5/18

Fundamentals of Management: 12-5 Gao Junshan, UST Beijing

The Communication

Process

SenderSender

EncodingEncoding

ReceiverReceiver

DecodingDecodingChannelChannel

Feedback

Message Message

Noise

Understanding communication: the process

8/7/2019 Communication and IPS

6/18

8/7/2019 Communication and IPS

7/18

Fundamentals of Management: 12-7 Gao Junshan, UST Beijing

FilteringFiltering

EmotionsEmotions

SelectiveSelective

PerceptionPerception

InformationInformation

OverloadOverload

ApprehensionApprehension

LanguageLanguage

Communication Barriers

Understanding communication : the barriers

8/7/2019 Communication and IPS

8/18

Fundamentals of Management: 12-8 Gao Junshan, UST Beijing

OvercomingOvercoming

Communication BarriersCommunication Barriers Constrain emotions

Watch nonverbal cues

Use feedback

Simplify language Listen actively

Understanding communication: the barriers

8/7/2019 Communication and IPS

9/18

Fundamentals of Management: 12-9 Gao Junshan, UST Beijing

ContemporaryCommunication Issues

ContemporaryCommunication Issues

CommunicationCommunication

between Menbetween Menand Womenand Women

CommunicationCommunication

between Menbetween Menand Womenand Women

CommunicationCommunication

in the Globalin the GlobalVillageVillage

CommunicationCommunication

in the Globalin the GlobalVillageVillage

Understanding communication: other issues

8/7/2019 Communication and IPS

10/18

Fundamentals of Management: 12-10 Gao Junshan, UST Beijing

ActiveListening SkillsActiveListening Skills

AcceptanceAcceptanceAcceptanceAcceptanceResponsibilityResponsibilityResponsibilityResponsibility

IntensityIntensityIntensityIntensity EmpathyEmpathyEmpathyEmpathy

Interpersonal skills: Active listening

8/7/2019 Communication and IPS

11/18

Fundamentals of Management: 12-11 Gao Junshan, UST Beijing

Listening EffectivelyListening Effectively Make eye contact.

Exhibit affirmative nods andappropriate facial expressions.

Avoid distracting actions or gesturesthat suggest boredom.

Ask questions.

Paraphrase using your own words.

Avoid interrupting the speaker.

Dont over-talk.

Make smooth transitions between theroles of speaker and listener

Management skills: Effective listening

8/7/2019 Communication and IPS

12/18

Fundamentals of Management: 12-12 Gao Junshan, UST Beijing

EffectiveEffectiveFeedbackFeedbackEffectiveEffectiveFeedbackFeedback

ProvideProvide

TimelyTimely

FeedbackFeedback

ProvideProvide

TimelyTimely

FeedbackFeedback

KeepKeep

FeedbackFeedback

ImpersonalImpersonal

KeepKeep

FeedbackFeedback

ImpersonalImpersonal

Focus on WhatFocus on What

the Receiverthe Receiver

Can ControlCan Control

Focus on WhatFocus on What

the Receiverthe Receiver

Can ControlCan Control

Focus onFocus on

SpecificSpecific

BehaviorsBehaviors

Focus onFocus on

SpecificSpecific

BehaviorsBehaviors

StayStay

Goal-Goal-

OrientedOriented

StayStay

Goal-Goal-

OrientedOriented

EnsureEnsure

UnderstandingUnderstanding

EnsureEnsure

UnderstandingUnderstanding

Interpersonal skills: Effective feedback

8/7/2019 Communication and IPS

13/18

Fundamentals of Management: 12-13 Gao Junshan, UST Beijing

Providing PerformanceProviding Performance

FeedbackFeedback Schedule the feedback session in advance and beprepared.

Put the employee at ease.

Make sure the employee knows the purpose of this

feedback session.

Focus on specific rather than general work behaviors.

Keep comments impersonal and job-related.

Support feedback with hard data.

If the feedback is negative, direct the negative feedback

toward work-related behavior that the employee controls.

Let the employee speak.

Ensure that the employee has a clear and full

understanding of the feedback.

Detail a future plan of action.

Management skills: Effective listening (see chap 13 p433):

8/7/2019 Communication and IPS

14/18

Fundamentals of Management: 12-14

Concept of DelegationConcept of Delegation

Authority

Top

Managers

Middle

Managers

First-Line

Managers

Operatives

Effective delegation pushes authority down

vertically through the ranks of an organization.

Effective delegation pushes authority down

vertically through the ranks of an organization.

Interpersonal skills: Effective delegating

8/7/2019 Communication and IPS

15/18

Fundamentals of Management: 12-15 Gao Junshan, UST Beijing

DelegationDelegation

Contingency FactorsContingency Factors

Size of the organization

Importance of the duty or decision

Complexity of the task

Culture of the organization

Qualities of employees

Size of the organization

Importance of the duty or decision

Complexity of the task

Culture of the organization Qualities of employees

Interpersonal skills: Effective delegating

8/7/2019 Communication and IPS

16/18

8/7/2019 Communication and IPS

17/18

Fundamentals of Management: 12-17 Gao Junshan, UST Beijing

Three ViewsThree Views

of Conflictof Conflict

TraditionalTraditionalHumanHuman

RelationsRelations

InteractionistInteractionist

Interpersonal skills: Conflict management

8/7/2019 Communication and IPS

18/18

Fundamentals of Management: 12-18 Gao Junshan, UST Beijing

Sources ofConflict

Sources ofConflict

Communication

Differences

Communication

Differences

StructuralDifferencesStructuralDifferences

Personal

Differences

Personal

Differences

Interpersonal skills: Conflict management