LMGT 211: Laboratory Management Information

Communication

• Effective communication requires delivery of a message and assurance that it was correctly received and understood
• Elements of effective communication include: sender, message, mode of transmission, receiver, decoding, and feedback/clarification of message

Sources of Communication

• Formal communications network of the organization (e.g. work orders, memos, meetings, policy manual, job description, performance reviews, newsletters)
• Informal sources (e.g. news media, professional colleagues, salespeople, gossip grapevine)

Communication Directions

• Vertical communication: memos and directives that come down through the bureaucratic hierarchy, and responses that make their way back up
• Horizontal communication: exchange of services, information, and work orders between managers and staff as peers

Methods of Communication

• Dynamic communication: simultaneous exchange of ideas and information with spontaneous feedback
• Canned or packaged messages: delivered in formats that don't allow immediate response

Communication Formats

• Written messages (e.g. computer data, recorded visual presentations): easy to document, allows reader to study message
• Verbal messages: enables manager to be seen or heard as a person, overcome formality
• Nonverbal messages: includes tone of voice, body and facial expression, personal distance and movement, physical environment (e.g. furniture, office layout)

Barriers to Effective Communication

• Structural barriers: distance and job position can isolate people from communication channels
• Problem of semantics: attention needed for content and context during message formulation
• Technical problems: defects in equipment, environment, or medium
• People barrier: individual differences in background and perception can hinder communication

Improving the Communication Process

• Be a good listener
• Have empathy for others

Decision Making

• A conscious choice made after evaluating available alternatives to achieve a specific result
• Steps in decision making and problem solving:
  • Recognition: recognize that something is wrong and needs attention
  • Investigation: analyze cause and extent of problem
  • Definition: define nature and boundaries of problem
  • Identification of alternatives: solicit advice from staff
  • Evaluation and selection of solution: evaluate options within management plan and objectives
  • Implementation and follow-up: implement selected solution and follow up on success and progress

Features of a Well-Made Decision

• Based on complete investigation of root causes and potential problems
• Involves identification and evaluation of alternative solutions
• Involves selection of best solution by in-depth analysis of available information
• Encompasses effective strategy for implementing solution

Role of Human Behavior in the Communication Process

• Emotions, prejudice, peer pressure, and personal interest can influence decision making
• Human element can cloud the decision-making process

Decision Making Techniques

• Qualitative tools: involve personal judgment, solicitation of advice, and systematic option reviews
• Quantitative tools: include quality control measures and financial data, such as operations research (OR)

Operations Research (OR)

• Probability analysis: measures risk by assigning a value to the likelihood of a specific event occurring