Commerce 2BA3: Communication and Individual Decision Making Week 5 & 6 Dr. T. McAteer DeGroote...
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Transcript of Commerce 2BA3: Communication and Individual Decision Making Week 5 & 6 Dr. T. McAteer DeGroote...
![Page 1: Commerce 2BA3: Communication and Individual Decision Making Week 5 & 6 Dr. T. McAteer DeGroote School of Business McMaster University.](https://reader033.fdocuments.us/reader033/viewer/2022052607/5a4d1b657f8b9ab0599af8f7/html5/thumbnails/1.jpg)
Commerce 2BA3: Communication and Individual
Decision MakingWeek 5 & 6
Dr. T. McAteerDeGroote School of Business
McMaster University
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Communication
• Opening Exercise• Basic Model of Communication
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What is communication?
• The process by which information is exchanged between a sender and a receiver
• Effective communication is when the right people receive the right information in a timely manner
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Organizational Communication
• Chain of Command– Lines of authority and formal reporting relationships
– Upward, downward, horizontal communication
• Deficiencies of the Chain of Command– Failure to consider informal communication– Filtering (messages are watered down)– Slowness
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Barriers to Effective Manager-Employee Communication
• Conflicting role demands– Manager must attend to both task and socio-
emotional functions
• The mum effect – The tendency to avoid communicating
unfavourable news to others
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The Grapevine• An organization’s informal communication
network
• Pros– Can keep employees informed– Provide a test of employee reactions to proposed
changes– Adds a little interest and diversion to work setting
• Cons– Pipeline for rumours
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Non-verbal Language
• The transmission of messages by some medium other than speech or writing
• Body language• Office Décor and Arrangement• Clothing
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Gender Differences in Communication
• Getting credit• Confidence and boasting• Asking questions• Apologies• Feedback• Compliments• Indirectness
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Information Richness
INFORMATION MEDIUM
INFORMATION RICHNESS
Face to face Highest
Telephone High
Written, personal Moderate
Written, formal Low
Numeric format(computer output)
lowest
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How to communicate effectively…
• Take the time• Be accepting of the other person• Do not confuse the person with the
problem• Say what you feel• Listen actively• Give timely and specific feedback
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Discussion Question
• What could organizations do to improve communication???
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Discussion Question• 360 Degree Feedback
• Employee surveys and feedback
• Suggestion systems
• Telephone hotlines, TV Networks and Intranets
• Management Training
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Individual Decision Making
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Decision Making
• Opening Exercise
• The process of developing a commitment to some courses of action
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The Rational Decision Making Process
• Identify problem• Search for relevant information• Develop alternative solutions to the
problem• Evaluate alternative solutions• Choose best solution• Implement chosen solution• Monitor and evaluate chosen solution
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Perfect vs. Bounded Rationality
• Perfect rationality – A decision strategy that is completely
informed, perfectly logical, and oriented towards economic gain
• Bounded rationality– A decision strategy that relies on limited
information and that reflects time constraints and political considerations
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Framing & Biases
• Framing – Aspects of the presentation of information
about a problem that are assumed by decision makers
• Cognitive Biases– Tendencies to acquire and process
information in an error-prone way
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Bounded rationality can lead to….
• Problems with problem identification– Perceptual defence (defend against
unpleasant perceptions)– Problems defined in terms of the solution– Problems defined in terms of symptoms
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Problems with information search….
• Too little information– Confirmation bias
• Too much information– Information overload
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Problems with evaluation of alternatives…..
• Anchoring– The inadequate adjustment of subsequent
estimates from an initial estimate that serves as an anchor
• Satisficing– Establishing an adequate level of acceptability
for a solution to a problem and then screening solutions until one that exceeds this level is found
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Problems with solution evaluation….
• Escalation of Commitment– The tendency to invest additional resources in
an apparently failing course of action
– Examples???