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ZHANG Li
School of Management Harbin Institute of Technology
Management Communication
Stronger
Decision
Making
Improved
Stakeholder
Response
Clearer
Promotional
Materials
Steadier
Work Flow
Increased
Productivity
Enhanced
Professional
Image
Quicker
Problem
Solving
Stronger
Business
Relationships
Effective
Communication
Understanding the Foundations of Management Communication
Applying the Three-Step Writing Process
Crafting Brief Messages
Preparing Reports and Oral Presentations
Writing Employment Messages and Interviewing for Jobs
References
John V. Thill, Courtland L. Bovee, Excellence in Business Communication, 10th Edition, Pearson Education, Inc, 2012
Mary Munter, Guide to Managerial Communication, 9th edition, Prentice Hall, 2011
Kitty O. Locker, Business and Administrative Communication, 6th edition, China Machine Press, McGraw-Hill, 2005
张莉，管理沟通（第二版），高等教育出版社，2011.10
魏江，管理沟通：通向职业成功之路，高等教育出版社，2009.10
康青，管理沟通（第2版），中国人民大学出版社，2009.5
Benjamin Franklin：
Teach me, I forget; Talk to me, I might remember; Involve me, then I learn.
ZHANG Li, SoM, HIT
Grading
Class Participation 20%
Individual Assignment 30%
Group Presentation 50%
PART 1 Understanding the
Foundations of Management Communication
ZHANG Li, SoM, HIT
Achieving Success Through Effective Management
Communication
Chapter 1
ZHANG Li, SoM, HIT
Henry Mintzberg :
“Verbal and written contacts are the manager’s work.”
“Managers must be able to communicate easily and efficiently.”
Why communicate?
It leads to greater effectiveness. It keeps people in the picture. It gets people involved with the organization and
increases motivation to perform well; increases commitment to the organization.
It makes for better relationships and understanding between: boss and subordinate; colleagues; people within the organization and outside it.
It helps people to understand the need for change: how they should manage it; how to reduce resistance to change.
Goodwill 良好意愿
You-attitude 换位思考
Credibility 可信度
Communication is a process
Understanding Management Communication
What is Communication?
The transfer and understanding of meaning if no information has been conveyed, communication has
not occurred
everything that a manager does involves communicating
effective communication does not equal agreement
ineffective communication is the basis for many managerial problems
interpersonal communication - occurs between people
organizational communication - all the patterns, networks, and systems of communication in an organization
Communication depends on the nature of the
message to be passed, and on the relationship between the sender and the receiver.
Good ideas are not scarce supply, what is rare is the ability of translating a good idea into accepted practice.
e.g. “Arthur, I wonder if you’d like to look at your account, it’s a
bit overdue.” “Mr. Jones, your account is very overdue and we are placing
the matter in the hands of our solicitors at the end of this week if it is not brought within our normal terms of sale by then”
Channel
And Medium
Six-Phase
Process
Phase 1:
Sender Has
an Idea
Phase 3:
Sender Transmits
Message
Phase 2:
Sender
Encodes Idea
Phase 6:
Receiver
Sends Feedback
Phase 4:
Receiver Gets
Message
Phase 5:
Receiver Decodes
Message
The Communication Process
Situation
Discussion
Use the six phases of the communication process to analyze a miscommunication you’ve recently had with others.
What idea were you trying to share?
How did you encode and transmit it?
Did the receiver get the message?
Did the receiver correctly decode the message?
How do you know?
Media Receiver
Communications Model In
form
atio
n
Sender
What is Information ?
Encoding Decoding
Feedback
Is It Understood ?
the needs of the sender
the needs of the receiver
the attributes of the message
the attributes of the channel
1-18
Barriers to communication:
status effects semantic problems perceptual distortions cultural differences physical distractions poor choice of communication channels no feedback
verbal communication
nonverbal communication
Types of Communication
Personal Communication
Can occur through words or nonverbal
behavior.
Can be face to face or use some other
medium.
Can be oral or written.
Business Communication Channels and Media
Oral Channel Written Channel
•Face-to-Face
•Telephone
•Meetings
•Voice Mail
•Videotape
•Teleconferencing
•Memos
•Letters
•Reports
•Websites
•Instant Messages
Keep It Short and Simple
You-attitude
Positive emphasis
Bias-free language
Three-Step Writing Process
1
Planning
3
Completing
2
Writing
Analyze the Situation
Investigate the Topic
Adapt to the Audience
Organize the Message
Compose the Message
Revise the Message
Produce the Message
Proofread the Message
Selecting the Best Channel and Medium
Style and tone
Feedback
Time
Cost
Audience
Relating to the Audience
Polite Treatment
Bias-Free Language
Corporate Image
“You” Attitude
Positive Tone
Credibility
Instead of Use
businessman a specidic title: executive, manager, accountant, department head, owner of a small business, men and women in business, business person
chairman chair, chairperson, moderator foreman supervisor (from Job Title Revisions) salesman salesperson, sales representative waitress server woman lawyer lawyer workman worker, employee. Or use a specific title: crane operator, bricklayer, etc. man-made artificial man-hour working hours manpower personnel manning staffing Dear Sir or Gentleman
Dear Sir or Madam, Dear Customer, Dear Sales Representative, Dear Investment Manager, Dear Reader, Dear Recipient
deaf and dumb Hearing-impaired and speech-impaired crippled disabled the mentally retarded
people with mental retardation
cancer patients people being treated for cancer
Arouse Interest
Preview the Presentation
Build Credibility
Introducing the Message
Limit the Main Points
Engage the Audience
Connect the Ideas
Composing the Message
Restate the Main Points
End on a Strong Note
Describe the Next Steps
Concluding the Message
Mastering Team Skills and
Interpersonal Communication
Chapter 2
ZHANG Li, SoM, HIT
Communicating Effectively in Teams
Improving Your Listening Skills
Improving Your Nonverbal
Communication Skills
Communicating Effectively in Teams
Team 团 队
T ogether
E veryone
A chieve
M ore
Goal
• A team is a unit of two or more people who share a mission and the responsibility for working to achieve a common goal.
• Problem-solving teams, task forces, committees.
Characteristics of Effective Teams
Have a clear objective
Share a sense of purpose
Communicate openly and honestly
Reach decisions by consensus
Think in creative ways
Know how to resolve conflict
Communication Process
Sender
Message Medium Receiver
Encoding Barriers
Feedback
Message
Decoding
1-38
Discuss Improvements
Be Specific
Keep Feedback Impersonal
Verify Understanding
Time Feedback Carefully
Giving Constructive Feedback
Improving Your Listening Skills
The Importance of Listening Skills
Relationships, Opportunities, Diversity
Content
Active Empathic
Critical
Recognizing Types of Listening
Decoding Remembering Receiving
Evaluating Responding
Feedback
Message
Message
Message
Understanding The Listening Process
Find areas of interest
Focus on content
Hold your fire
Listen for ideas
Take selective notes
Effective Listening
Improving Your Nonverbal Communication Skills
Understanding Nonverbal Communication
Nonverbal communication is the interpersonal
process of sending and receiving information, both
intentionally and unintentionally, without using
written or spoken language
Touching Behavior
Vocal Characteristics
Facial Expressions
Time and Space
Personal Appearance
Gestures and Posture
Recognizing Nonverbal Communication
Improving Your Nonverbal Communication Skills
Team Building
Team building is an ongoing process.
It is the responsibility of the team
leader and team members.
Team training.
Personality and perception
The Johari Window OPEN：开放区域 BLIND:盲目区域 HIDDEN：秘密区域 UNKNOWN:未知区域
Know to self Unknown to self Known to others
OPEN BLIND
Unknown to others
HIDDEN UNKNOWN
Good team &
Effective communication
Communicating in a World of Diversity
Chapter 3
ZHANG Li, SoM, HIT
Learning Objectives
1. Discuss the opportunities and challenges of intercultural communication
2. Define culture, explain how culture is learned, and define ethnocentrism and stereotyping
3. Explain the importance of recognizing cultural variations, and list eight categories of cultural differences
4. List four general guidelines for adapting to any business culture
5. Identify seven steps you can take to improve your intercultural communication skills
Learning Objectives
Understanding the Opportunities and Challenges of Communication in a Diverse World
The Concept of
Diversity
Intercultural
Communication
Individual Characteristics Cultural Backgrounds
Personal Experiences Cultural Differences
Communicating in a Diverse World
Competition
Growth
Revenues
Opportunities in a Global Marketplace
Advantages of a Diverse Workforce
• Connecting with Customers • Expanding the Talent Pool • Broader Spectrum of Viewpoints • Understand and Identify with Diverse
Markets
Workplace Diversity
Motivation
Communication
Cooperation Backgrounds
Outlooks
Experiences
Attitudes
Challenges of Intercultural Communication
Developing Cultural Competence
Symbols Attitudes
Beliefs Expectations
Values Norms
Shared System
Attitudes
Behaviors
Priorities
Understanding The Concept of Culture
Cultural Assumptions
Thinking Behaving Communicating
Automatic Coherent Complete
Learning Culture
Recognizing Variations in a Diverse World
Contextual Legal and Ethical Social Nonverbal
Signals
Gender Age Religion Ability
Recognizing Variations in a Diverse World
Decision-Making Practices
Problem-Solving Techniques
Negotiating Styles
Low
Context
High
Context
Contextual Differences
Seek Mutual Ground
Withhold Judgment
Respect Differences
Send Honest Messages
Legal and Ethical Differences
Work and Success
Roles and Status
Use of Manners
Concepts of Time
Future Orientation
Openness and Inclusiveness
Social Differences
Formality Posture Eye Contact Facial
Expressions
Touching Personal
Space Greetings
Nonverbal Differences
Senior-Oriented Multi-Generational
Youth-Oriented
Age Differences
Communication Styles
Existing Company Cultures
Gender Differences
Personal Beliefs Workplace Issues
Religious Differences
Assistive Technologies
Customers
Colleagues
Employees
Ability Differences
Adapting to Other Business Cultures
Personal Biases
Patience and a
Sense of Humor
Tolerance, Respect,
and Flexibility
The “Golden Rule”
Adapting to Other Cultures
Individualism Equality
Time and Schedules
Religious Beliefs
Privacy and Personal Space
Communication Styles
U.S. Business Culture to Other Cultures
Improving Intercultural Communication Skills
• Studying cultures and languages
• Respecting communication styles
• Speaking and writing clearly
• Listening carefully to others
• Using interpreters or translators
• Helping others adapt to your culture
Intercultural Communication
Social Customs
Clothing and Food
Political Patterns
Religion and Social Beliefs
Business and Economics
Ethics, Values, and Laws
Studying Other Cultures
Facilitate
Communication
Promote
Business
Relationships
Learning Languages
Level of
Directness
Degree of
Formality
Respecting Communication Preferences
Clear Language
Transitional Elements
Numbers and Dates
Humor and Culture
Conciseness
International Addresses
Slang, Jargon, or Idioms
Audience Expectations
Writing Clearly
Intercultural Conversations
Speaking and Listening
Computers Human Beings
Cultural Context
Nonverbal Cues
Interpretation
Words and Phrases
Gist of the Message
Translation
Translators or Interpreters
Offer Useful Advice
Simplify the Process
Business Communication
Helping Others Adapt
