Principles of Management IS 1101 PDF

IS 1101 Principles of Management M.B. MUFITHA SENIOR LECTURER D E PA R T M E N T O F I D S FA C U LT Y O F I T U N I V E R S I T Y O F M O R AT U W A Learning Objectives Upon completion of this lesson, you will be a...

IS 1101 Principles of Management M.B. MUFITHA SENIOR LECTURER D E PA R T M E N T O F I D S FA C U LT Y O F I T U N I V E R S I T Y O F M O R AT U W A Learning Objectives Upon completion of this lesson, you will be able to; 1. Define what is effective communication 2. Identify the importance of effective communication in organizations 3. Describe the communication process and its key elements 4. Explain different types of communication in organizations 5. Identify barriers to effective communication 6. Explain how communication happens in the IT industry 2  Communication matters the most 85% of your success depend on your ability to communicate at; ▪ Meeting new people ▪ Job interviews ▪ Relationships ▪ Examinations ▪ Creating first impression 3  Importance of Communication The relationship between miscommunication and negative outcomes is strong A recent NASA study suggests that deficient interpersonal communication was a causal factor in approximately 70%–80% of aviation accidents over a 20-year period In organizations, poor communication costs money and waste time Studies reveal that 14% of each workweek is wasted on poor communication Effective communication skills is an asset for job seekers: companies expect it 4 So far… Organizational Culture Leadership Communication Introduction Planning Organizing Motivated Employees Groups and Teams Leading Controlling Power and Authority 5 Importance of Communication Communication, Employees, Customers, Organizational Performance Communication Fulfills Three Main Functions Within an Organization: (1) Transmitting Information (2) Coordinating Efforts (3) Sharing Emotions and Feelings 6  Importance of Communication Employees should keep informing about matters that affect them and they must have access to information they need to do their jobs: increased employee satisfaction Well informed employees are happy, they then transfer the vibe to customers, finally, the organization benefits ▪ Effective communication speeds up processes at workplaces ▪ Facilitates planning ▪ Employees receive timely, meaningful feedback: motivates ▪ Build trust among members of the organization ▪ It helps individuals build networks: networks help reduce time wastes at workplaces 7 Communication – setting the scope ❑Public speaking ❑Small talks ❑Formal communication ❑Informal communication ❑Nonverbal communication ❑Digital communication ❑Written communication 8 ▪Business communication – email, memos, letters, conducting meetings (scrum meetings, , etc) ▪Personal Communication – Small talks (Sigma Men are worse, Alpha men are the best?) ▪Public communication – Public speaking ▪Non-verbal communication ▪Communication across cultures 9  Communication Process A PROCESS BY WHICH INFORMATION IS EXCHANGED BETWEEN INDIVIDUALS/GROUPS THROUGH A COMMON SYSTEM OF SOUND, SYMBOLS, SIGNS, OR BEHAVIOR. 10 IT industry Applications for communication – Large language models Sentiment analysis Games/movies/ AR and VR: Avatars UI/UX: web design: font size, colours Project management platforms : pass a ticket, complete a ticket ◦ Kanban (visual signal) systems 11 Kanban Board 12 Characteristics of a good communicator – in person communication ▪Eye contacts ▪Handshake angle, distance ▪Posture Matters, but will not decide the impact, consciousness created, influence made Communication is all about energy You can have your own aura, style, aesthetic and be an effective communicator But people judge a book by its cover, so no harm but good only will happen if learnt above conventional things 13 Public Speaking 14  I t i s a P ro ces s w it h F ew Key Manager: “ pls organize a meeting for the next week” E l ement s Supervisor: Need to organize a meeting for the next week What meeting, who are the participants, should I keep all other works away and do this, does my manager understand my workload of the week, two more manager asked to schedule meetings for the next week: which one to be given priority (chain of command, unity of command matters) Communication Process 15 The meaning that Receiver assigns may not be the meaning that the Sender intended : Noise Noise is anything that interferes with or distorts the Message being transformed Noise can be internal or external Encoding vs decoding: Encoding: Translation of information into a series of symbols to facilitate the communication (Analog signals or use of technical terms ) Communication Process Decoding is the process of interpreting the message and translating it into meaningful information by the receiver The interpretation can sometimes be a noise (noise is captured instead of message) Medium (Channel): The method of communication between a sender and a receiver (face to face, post, online) 16 Information is always encoded To receive information and to use them by the recipients, the code must be known and understood by the recipient. For this, a communication must happen Communication may not be dependent on information (message) Even shared experiences without any logic can be a form of communication. So, we use perception as the primary thing than information in some instances Ex: CEO talks at your orientation program, TedEx Communication Process Should it start from the sender all the time???? Great communication happens from understanding the Receiver 17 Types of Communication Formal and Informal Formal communication: communication that takes place within organizational work arrangements ex: reporting issues by an employee, ask for clarification, a manager provides instructions Informal communication: organizational communication not defined by the organization’s structural hierarchy ex: employee personal chatting at lunch -rooms informal communication helps to build/transform/transfer organizational culture, build trust/share emotions among members: it is a social need 18  Directions of Communication at Workplaces Vertical Communication: follows chain of command Upward communication: Starts at employees and flows to managers It keeps managers aware of how employees feel about their jobs, co-workers, and the organization in general ¡ Ex: progress reports, suggestions, group discussions to raise concerns Downward: Starts at top management and flows down to the non-supervisory level The purpose can be to advise, direct, instruct, and evaluate employees 1. Vertical Communication ▪ downward communication Ex: Managers assigning goals/targets or set deadlines to employees, providing employees with job ▪ upward communication descriptions, or evaluating their performance 2. Horizontal (Lateral) Communication 3. Diagonal Communication 19  Communications at workplace Downward communication has advantages only if used in right places F O R C E N T U R I E S , O R G A N I Z AT I O N S W E R E D O I N G I T W R O N G : D O W N W A R D C O M M U N I C AT I O N A S T H E O N LY F O R M Downward communication: Approach was “this is what we want to say/we are talking to…” However, downward It starts with deciding what to be communicated communication is still useful in It has no conversation: learning from each other some instances; It neglects the importance of “listening” in the 1.To express an opinion communication process 2.To provide instructions Downward communication neglects what the receipient wants 3.To precisely communicate some facts 20 Communications at workplace Doing it in the most appropriate manner Downward communication: IDEAL WAY Approach was “we are ready to listen to…” It starts with mindset to listen to It has conversation: learning from each other Consider what the recipient wants 21  Vertical Communications Issues i n f o rmation c a n g e t f i l t ere d, m o d i f i e d o r o m i tte d w h e n p a s si n g t h ro ug h s e v era l l e v e l s : i n ac cu rate/inc o mpl ete i n f o rmati on ( ma n ag er s a t e ac h l e v el m a y d e c i d e w h a t s h o u l d b e p a s s ed d o w n t o t h e l o w e r -l e vel e m p l oye es/up p er l e v el i n t h e h i e rarc h y) t h u s, i n f ormation c a n b e i n c o mp l ete o r i n a c c u rate ( c a n e v en i n c l u de s p e r s o nal o p i n i o n s/in terp retati o n s a d d ed a t i n b e t we en l e v el s) t h e g o al m ay n ot a c h i e ve a s a re s ul t s peed of t h e w or k p rocesses c an g et a f f ected e m p l oye e i s s ue s m a y g e t s t u c k a t s o me l e v el s m i s tru st a n d c o n fl icts c a n a r i s e e m ploye es m ay g e t c o n f used o n t h eir d u t ies w h en t h in gs d e lay 22 Directions of Communication at Workplaces 2. Horizontal (Lateral) Communication Information flow occurs between the members of the same level, workgroup may be from different departments Main purpose is to provide a direct channel for organizational coordination and problem solving (communication at peer level always build trust, facilitates speed in the process) Conflicts can be minimized by informing the managers about the discussions, conclusions made at peer level in this form of communication 23 Directions of Communication at Workplaces 3. Diagonal Communication Communication that crosses both work areas and hierarchical levels It is useful as it reduces time in the communication process Ex: A credit analyst who communicates directly with a regional marketing manager about a customer’s problem ICT advancements facilitated diagonal communication as anyone can now reach out to anyone in person. Conflicts can arise if the employees do not keep their managers informed on the communication happened with other people 24 Are we doing it right? M O D E S O F CO M M U N I C AT I O N / C H A N N E L S A R E E V E R Y W H E R E , DA I LY A D D I N G N E W P L AT F O R M S BUT HIGH NOISE S O, N O O N E I S AC T UA L LY CO M M U N I C AT I N G ( R I G H T ) Different fields/industries/communities have different jargons, understandings, experiences: it makes a difference in their way of communicating Adding jargons Ex: FB vs FB Language structures are changing: “what’s App me” 25  Grapevine: a good tool to use Informal Communication Gossips: better to avoid at workplaces Grapevine communication: communication held without following a recommended structure in an organization : a casual and unofficial communication system within an organization grapevine can link organization members in any combination of directions - horizontal, vertical and diagonal managers must be aware of grapevine’s flow and patterns to capture employee concerns and can use grapevine to disseminate important information a g ra pev ine ca n b e eve n a g os s ip te a m at work pla ce : ca n cre ate conf licts , uneas e at work, productiv ity and harmony can be af f ected 26 Types of Communication Networks Chain network: Communication flows according to the formal chain of command, both downward and upward ¡Wheel network: Communication flows between a clearly identifiable and strong leader and others in a work group or team. : The leader serves as the hub through whom all communication passes ¡All-channel network: Communication flows freely among all members of a work team t h e ve r t i c a l a n d h o r i z o n t a l f l ow s o f o r ga n i z a t i o n a l c o m m u n i c at i o n c a n b e c o m b i n e d i n t o a va r i e t y o f p a t t e rn s i s c a l l e d c o m m u n i c at i o n n e t wo rk s 27  Communication Process Communication Process 28  Noise Barriers to Effective Communication The meaning that Receiver assigns may not ALL SORTS OF BARRIERS TO EFFECTIVE be the meaning that the Sender intended : COMMUNICATION Noise Noise is anything that interferes with or distorts the Message being transformed Noise can be internal or external Receiver side : Internal: nervousness, lack of attention, pre-judgements, perceptions, stereotypes, information overload “once you are ready to hear, you hear it” Sender side: lack of preparation, unwillingness to make things clear, ambiguous, vague, information overload 29  The Era of Distraction 1. Information overload: important things may go unnoticed In fact, more the information available, requires effective communication 2. Opinion embedded: can not separate facts and opinions 3. Lack of attention: Misunderstand/misinterpret 4. Lack of patience: Misunderstand/misinterpret can affect relationships at work/personal life 30  Noise How many of you take FB posts as news items? What is the most watching TV channel at your home? AUTHENTICIT Y In some instances, we need only the data, facts and figures: OF INFORMATION no opinion added Ex: Central bank report data, stock market data WIKIPEDIA In some instances, we may need interpreted information: then the opinions may matter: a review SLIDE SHARE In both scenarios; authenticity of information matters GOSSIP SITES SOCIAL MEDIA Managers and employees need to verify the authenticity of information they receive at workplaces Ex: Gossips vs company reports, policies, procedures, circulars 31 Meetings at workplaces This is very natural: but if exceeds the limit, it wastes lot of resources of the organization 32  Are they effective and efficient? 1. Meetings are too long: should be within the attention span Online attention is at peak within 10 to 18-minutes Communication 2. Off-topic discussions happen too often: set a clear agenda and stick to the outline Virtual Meetings 3. Attendees are multi-tasking: Check emails, FB, What’s App: ask to keep camera on (obliged to pay attention) 4. Meetings do not start on time: inadequate preparation 5. No one wants to talk, or everyone wants to talk: Fear of ideas or overconfident of own perception over others’: Share agenda to come prepared vs allocate participants time/topics 6. No one likes to attend, or they arrive late: set rules to be punctual, send reminders, assess past records of members before blame 7. No output from the meeting: set agenda with time to finalize things 33 A KEY ELEMENT IN A S U CC E S S F U L CO M M U N I CAT I O N Attention 34  Don’t Judge a book by its cover: Sadly, we all do so Your online presence: LinkedIn BUT First Impression Matters 35  Communication in IT Industry Daily Standup/ Scrum Meetings: What did yesterday What planed for today What will do tomorrow Scrum at Microsoft: Agile Team What is blocking you/solution 36 Rules for effective meetings 37