COMMERCE 3S03 Chapter Notes - Chapter 5: High Tech
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Chapter 5 – How Managers Communicate
▪ Managerial Communication – The process by which information is exchanged and
understood by two or more people, usually with the intent to influence or motivate
▪ A Model of Communication
o Many people think communication is simple and natural.
▪ It’s not just sending information, but sharing it in a planned way.
o Knowing what communication entails helps you appreciate the complexity of
▪ First encoding an idea, creating a tangible message, sending through a
channel (the medium by which the information is sent). The receiver then
decodes and interprets the meaning of the message. Feedback occurs
when the employee responds (this is cyclical).
o Encoding and decoding can sometimes cause communication errors
▪ Can be caused by differences in knowledge, values, attitudes, and
o Feedback enables a manager to determine whether the employee correctly
interpreted the message.
▪ Without feedback, the communication cycle is incomplete, and may not
lead to a mutual understanding of information.
Managers are Sensegivers
▪ Managers are responsible for shaping how people think about their work and the
organization, including the values that guide decisions and behaviour.
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▪ Sensegiving – The process of influencing how others construct meaning and make sense
of their environment.
▪ Communication Champion – Good
communication is essential to building
trust, gaining commitment, and
inspiring and uniting people to work
together to accomplish a common
o Effective manager
communication is purpose-
directed, directing peoples
attention towards the vision,
values, and desired outcomes of
the team and persuades people
to act in ways to achieve
Leading Effective Conversations
▪ Creating an Open Communication Climate
o Sharing all types of information throughout the organization, across functional
and hierarchical boundaries.
o Employees need to know what’s going on with the company.
▪ People need to know how their work contributes to the success of the
▪ If no information is given, people will rely on the rumor mill.
o Good Managers want communication to flow in all activities.
o Open communication builds trust between managers and employees and
inspires commitment and collaboration to achieve a common purpose.
▪ Asking Questions
o Asking questions builds critical thinking skills
▪ A straight up answer typically puts a full stop to thinking.
o Asking questions shows people that you’re interested in who they are and what
o Questions stimulate the mind and give people a chance to make a difference.
▪ Active Listening
o We hear with our ears, but we listen with our minds and hearts.
▪ Listening – consciously striving to grasp and interpret a message’s
genuine meaning. This is achieved by listening to both the facts, and the
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