[PHA 617] Unit 3 - Effective Communication and Managing Change

What are the six barriers to communication?

- Filtering

- Emotions

- Information Overload

- Defensiveness

- Language

- National Culture

It is the deliberate manipulation of information to make it appear more favorable to the receiver.

Filtering

It refers to how a receiver feels when a message is received influences how he or she interprets it.

Emotions

It occurs when the information exceeds our processing capacity.

Information overload

It occurs when people feel they're being threatened, so they tend to react in ways that hinder effective communication and reduce their ability to achieve mutual understanding.

Defensiveness

A barrier to communication wherein words may mean different things to different people

Language

How do US managers formally communicate in the workplace?

Formal Reports

- ex. memorandums

How do Japanese managers formally communicate in the workplace?

Interpersonal contact

- ex. face-to-face confrontation

Barriers to communication may be?

- Environmental

- Personal

(True/False) In the workplace, miscommunication will always be inevitable.

True

The barrier to communication is between the characteristics of the organization and its environmental setting

Environmental

Examples of environmental barriers to communication

- Organizational culture

- Managerial philosophy - Terminologies used (ex. professional jargons)

The barrier to communication is from an individual's frame of reference or beliefs, and values

Personal

Examples of personal barriers to communication

- Emotionality

- Status quo

- Lack of empathy

(True/False) All managers are leaders.

False

- NOT all managers can be leaders

It refers to an informal communication held without a recommended structure in an organization.

Grapevine Communication

(True/False) Grapevine communication is an unofficial form of communication that follows the hierarchial flow of information from top managers to first-line managers.

False

- It does NOT follow hierarchial information.

What is the danger behind grapevine communication?

It can easily spread out, but sometimes the information disseminated is incorrect. Thus, it becomes a false statement or half-truth of what the real information is.

What are the four types of informal networks?

- Single Strand Chain

- Gossip Chain

- Probability Chain

- Cluster Chain

Type of informal network that involves the passing of information from professional to professional in the form of a singular column, which continues until each professional has the information

Single Strand Chain

Type of informal network wherein one professional shares a piece of information with multiple colleagues at one time. He/she typically seeks information with the purpose of sharing it.

Gossip Chain

Type of informal network wherein the main point of communication shares information with one or more colleagues. Then, each individual may spread the information to one or more professionals

Probability Chain

Type of informal network that involves a primary professional sharing information with a specific group of colleagues, who then each share this information with another group of colleagues.

Cluster Chain

What are the pros of grapevine communication?

- Safe-space self-expression

- Increased efficiency

What are the cons of grapevine communication?

- Risk of misunderstanding

- Can get out of hand

What are the benefits of good communication?

- Creates job satisfaction - Lesser conflicts

- Increases productivity

- Formation of relationships

- Proper utilization of resources

What are the four types of communication in the workplace?

- Verbal communication

- Body Language and facial expressions

- Phone conversations

- Written communication

What are the 5 Cs of Communication?

- Clarity

- Cohesiveness

- Completeness

- Conciseness

- Concreteness

Communication must convey the right thoughts.

Clarity

Communication must have a good flow of sharing information.

Cohesiveness

Communication must have enough information to share.

Completeness

Communication must be kept short.

Conciseness

Communication must be specific.

Concreteness

What are the steps in managing change?

- Understand the process of change (Prepare, Implement, Follow-through)

- Understand the forces of change

- Create a plan

- Communicate

- Prepare for roadblocks

What are the three process of change?

- Prepare

- Implement

- Follow-through

Process of change that involves helping the organization and its employees to understand the need for the impending change/transition. But, it should still be in alignment with the mission and the plans that the business or company have set from the beginning of the year to achieve it.

Prepare for the change

Process of change that refers to the way changes are executed, which must be compatible with the companies' vision for the future. But, the process in the implementation regarding the change is not that easy- it takes time.

Implement the change

Process of change that involves regular monitoring of the changes since it takes time for employees to adjust. It ensures that the change will stick and becomes embedded in the companies' culture and practices. There is a need to be observant regarding the change.

Follow-Through

In managing change, managers must first grasp why it is necessary for a change to be done. They must determine the internal and external pressures that pushes the change to be done.

Understanding the forces of change

In creating a plan for change, what reasons for change must be broadly outlined in the plan?

- Define the scope

- Identify key stakeholders

- Establish a team

- Provide a detailed roadmap/plan of the steps that will be required to complete the project

- Define the strategies to make it easier to communicate the change to your team

- Monitor progress toward the change, key milestones, and goals

(True/False) Before implementing a change in the workplace, the manager must communicate the change/plan with his employees, team members, and stakeholders to ensure that they are well-informed beforehand.

True

(True/False) Preparing for roadblocks encountered in the change implemented involves empowering the employees to modify their behaviors by removing the obstacles that prevent them from working toward change.

Prepare for Roadblocks