Welcome to AB140 Introduction to Management

Unit 9 Seminar

Communication and Change

Agenda

• Review of Unit 8• Define Communication/ Questions and Answers• Identify Communications Problems to Avoid/

Questions and Answers• Identify methods for handling resistance to

change/ Questions and Answers• Recap• Unit Assignment Q & A• Conclusion of Seminar

UNIT 8 RECAP

• Ethics

• Corporate Social Responsibility (CSR)

• Diversity

Unit 8 Questions

Assignment Questions and Answers

There are three graded assignments in Unit 9:

1. Discussion Assignment-40 points

2. Dropbox Assignment-40 points

3. Review Quiz-25 points

Reading:

Chapter 12 pp. 263–272 and Chapter 14 pp. 322–330

UNIT 9 Discussion• 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.

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.

• Post by Saturday!• Must be at least 100 words!

UNIT 9 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.

• 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. Discuss what Jack and Jenny have to do to lead their managers, employees, and customers, to be successful in this new technological venture.

•  

Unit 9 Assignment

• Student Checklist:• 1. Clearly identify the problem that Jack and Jenny are

faced with• 2. Explain how each of the eight essential activities for

leading change can be implemented to lead the organization in the adoption of the new technology

• 3. Discuss what Jack and Jenny have to do to lead their managers, employees, and customers, to be successful in this new technological venture

• Due Tuesday!

Unit 9 Review

• Complete readings before attempting the review

• May be completed during the Unit only!

• Due Tuesday!

• Reviews close at midnight!

Unit 9 Questions

Unit 9 Concepts

• 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.

Chapter 12 Quote

• Everyone has a different communication style, and you’ll learn that everybody wants different information. I would say ‘practice, practice, practice’ with all types of people so that you can become an effective communicator. Also, practice your public speaking skills.Even if you are holding small meetings with your staff, you need to be comfortable talking to a group and effectively getting your points across.”

- Design Manager, p. 263

Define communication

-How would you define communication?

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

Unit 9 Questions

Interpersonal CommunicationPitfalls

• Perception - the process of receiving and interpreting information

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

Communication Barriers

• Misreading body language, tone, and other non-verbal forms of communication

• Ignoring non-verbal language • Selective hearing • Hesitation to be candid • Distrust • Value judgment • Power struggles

Barriers (Con’t)

• Unreliable transmission (due to noise or inconsistent sending)

• Defensiveness• Guilt • Distortions from the past • Stereotyping• Cultural

Unit 9 Questions

Channels of Communication

• Oral communication-Face-to-face-Telephone-Formal presentations and speeches

Communication Channels (Con’t)

• Written communication-E-mail-Memos-Letters-Reports-Computer files

Using Electronic Media to Communicate

• E-mail• Teleconferencing• IMing• Blogging• Social networking

Unit 9 Questions

Chapter 14 Quote

• “Change happens. But it means that an organization is alive—there is nothing wrong here. There may be an opportunity inside of change. Look for the opportunity.”

- Advertising Manager, p. 309

Managing Change

• Change happens• Change is constant• Change can be unpredictable

Resistance to Change

-Question: What are some of the reasons that people are resistant to change?

Why Accepting Change in Good

• Change can trigger renewed passion for work• May stimulate creativity• Can push us toward reaching potential• Causes us to grow as professionals

Methods for Managing Resistance to Change

Unit 9 Questions

A three stage model to manage resistance to change

• Unfreezing• Moving• Refreezing

UNFREEZE

• How do you unfreeze an organization so that it will accept change? In other words, how do you make the system receptive to change? How can the system be made to want to change if you are trying to install change in your organization -- for example a non-smoking policy or an affirmative action program. The first thing you have to do is get the organization receptive to change, otherwise your organization will be like that block of ice. It will naturally resist change.

http://www.mansis.com/freeze.htm

MOVE

• In step two you actually make the change. You propose the solution to the problem that you may have identified or highlighted in step one. Then you get people doing it. You start your diet. You learn new skills, etc. You make the change.

http://www.mansis.com/freeze.htm

REFREEZE

• Refreezing means strengthening the new behaviors that support the change. The changes must be diffused and stabilized throughout the company. Refreezing involves implementing control systems that support the change, applying corrective action when necessary, and reinforcing behaviors and performance that support the agenda.

Bateman/Snell p.326

Recap

• In this seminar, we have discussed:

-Communication-Identify Communications Problems to Avoid-Identify methods for handling resistance to change

Unit 9 Questions

Thank You for Attending!