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CONTROLLING
COMMUNICATION, NEGOTIATION AND OPERATION
Earl Flores
Vivian Rose Palabay
Frank Michael Jacla
COMMUNICATION
• Effective Communication is significant for managers in the
organizations so as to perform the basic functions of management,
i.e., Planning, Organizing, Leading and Controlling.
COMMUNICATION
• Communication helps managers to perform their jobs and
responsibilities. Communication serves as a foundation for planning.
All the essential information must be communicated to the managers
who in-turn must communicate the plans so as to implement them.
Organizing also requires effective communication with others about
their job task. Similarly leaders as managers must communicate
effectively with their subordinates so as to achieve the team goals.
Controlling is not possible without written and oral communication.
COMMUNICATION
• Managers devote a great part of their time in communication. They
generally devote approximately 6 hours per day in communicating.
They spend great time on face to face or telephonic communication
with their superiors, subordinates, colleagues, customers or suppliers.
Managers also use Written Communication in form of letters, reports
or memos wherever oral communication is not feasible.
COMMUNICATION
• Thus, we can say that “effective communication is a building block of
successful organizations”.
The importance of communication in an
organization can be summarized as follows:
• Communication promotes motivation by informing and clarifying the
employees about the task to be done, the manner they are
performing the task, and how to improve their performance if it is not
up to the mark.
• Communication is a source of information to the organizational
members for decision-making process as it helps identifying and
assessing alternative course of actions
• Communication also plays a crucial role in altering individual’s
attitudes, i.e., a well informed individual will have better attitude
than a less-informed individual. Organizational magazines, journals,
meetings and various other forms of oral and written communication
help in moulding employee’s attitudes.
• Communication also helps in socializing. In todays life the only
presence of another individual fosters communication. It is also said
that one cannot survive without communication.
• As discussed earlier, communication also assists in controlling
process. It helps controlling organizational member’s behaviour in
various ways. There are various levels of hierarchy and certain
principles and guidelines that employees must follow in an
organization. They must comply with organizational policies, perform
their job role efficiently and communicate any work problem and
grievance to their superiors. Thus, communication helps in controlling
function of management.
• An effective and efficient communication system requires managerial
proficiency in delivering and receiving messages. A manager must
discover various barriers to communication, analyze the reasons for
their occurrence and take preventive steps to avoid those barriers.
Thus, the primary responsibility of a manager is to develop and
maintain an effective communication system in the organization.
Following are the main communication barriers:
1. Perceptual and Language Differences: Perception is generally how
each individual interprets the world around him. All generally want
to receive messages which are significant to them. But any message
which is against their values is not accepted. A same event may be
taken differently by different individuals. For example : A person is
on leave for a month due to personal reasons (family member being
critical). The HR Manager might be in confusion whether to retain
that employee or not, the immediate manager might think of
replacement because his teams productivity is being hampered, the
family members might take him as an emotional support.
• The linguistic differences also lead to communication breakdown.
Same word may mean different to different individuals.
2. Information Overload: Managers are surrounded with a pool of
information. It is essential to control this information flow else the
information is likely to be misinterpreted or forgotten or overlooked. As
a result communication is less effective.
3. Inattention: At times we just not listen, but only hear. For example a
traveler may pay attention to one “NO PARKING” sign, but if such sign is
put all over the city, he no longer listens to it. Thus, repetitive messages
should be ignored for effective communication. Similarly if a superior is
engrossed in his paper work and his subordinate explains him his
problem, the superior may not get what he is saying and it leads to
disappointment of subordinate.
4. Time Pressures: Often in organization the targets have to be
achieved within a specified time period, the failure of which has
adverse consequences. In a haste to meet deadlines, the formal
channels of communication are shortened, or messages are partially
given, i.e., not completely transferred. Thus sufficient time should be
given for effective communication.
5. Distraction/Noise: Communication is also affected a lot by noise to
distractions. Physical distractions are also there such as, poor lightning,
uncomfortable sitting, unhygienic room also affects communication in a
meeting. Similarly use of loud speakers interferes with communication.
6. Emotions: Emotional state at a particular point of time also affects
communication. If the receiver feels that communicator is angry he
interprets that the information being sent is very bad. While he takes it
differently if the communicator is happy and jovial (in that case the
message is interpreted to be good and interesting).
7. Complexity in Organizational Structure: Greater the hierarchy in an
organization (i.e. more the number of managerial levels), more is the
chances of communication getting destroyed. Only the people at the
top level can see the overall picture while the people at low level just
have knowledge about their own area and a little knowledge about
other areas.
8. Poor retention: Human memory cannot function beyond a limit. One
cant always retain what is being told specially if he is not interested or
not attentive. This leads to communication breakdown.
Communication Flows in an Organization
NEGOTIATION
• Negotiation is a method by which people settle differences. It is a
process by which compromise or agreement is reached while avoiding
argument and dispute.
• In any disagreement, individuals understandably aim to achieve the
best possible outcome for their position (or perhaps an organisation
they represent). However, the principles of fairness, seeking mutual
benefit and maintaining a relationship are the keys to a successful
outcome.
NEGOTIATION
• Specific forms of negotiation are used in many situations:
international affairs, the legal system, government, industrial disputes
or domestic relationships as examples. However, general negotiation
skills can be learned and applied in a wide range of
activities. Negotiation skills can be of great benefit in resolving any
differences that arise between you and others.
STAGES OF NEGOTIATION
In order to achieve a desirable outcome, it may be useful to follow a structured
approach to negotiation. For example, in a work situation a meeting may need to
be arranged in which all parties involved can come together.
The process of negotiation includes the following stages:
• Preparation
• Discussion
• Clarification of goals
• Negotiate towards a Win-Win outcome
• Agreement
• Implementation of a course of action
1. Preparation- Before any negotiation takes place, a decision needs to be
taken as to when and where a meeting will take place to discuss the problem
and who will attend. Setting a limited time-scale can also be helpful to
prevent the disagreement continuing.
2. Discussion - During this stage, individuals or members of each side put
forward the case as they see it, i.e. their understanding of the situation. Key
skills during this stage include questioning, listening and clarifying.
3. Clarifying Goals - From the discussion, the goals, interests and viewpoints
of both sides of the disagreement need to be clarified.
1.
STAGES OF NEGOTIATION
6. Negotiate Towards a Win-Win Outcome- This stage focuses on what is
termed a 'win-win' outcome where both sides feel they have gained
something positive through the process of negotiation and both sides feel
their point of view has been taken into consideration.
7. Agreement - Agreement can be achieved once understanding of both
sides’ viewpoints and interests have been considered.
8. Implementing a Course of Action From - the agreement, a course of
action has to be implemented to carry through the decision.
STAGES OF NEGOTIATION
• In any negotiation, the following three elements are important and
likely to affect the ultimate outcome of the negotiation:
• Attitudes
• Knowledge
• Interpersonal Skills
1. Attitudes - All negotiation is strongly influenced by underlying
attitudes to the process itself, for example attitudes to the issues and
personalities involved in the particular case or attitudes linked to
personal needs for recognition.
2. Knowledge - The more knowledge you possess of the issues in
question, the greater your participation in the process of negotiation. In
other words, good preparation is essential.
3. Interpersonal Skills - Good interpersonal skills are essential for
effective negotiations, both in formal situations and in less formal or one-
to-one negotiations.
These skills include:
Effective verbal communication, Listening, Reducing misunderstandings,
Rapport Building, Problem Solving, Decision Making, Dealing with
Difficult Situations.
CONTROLLING.pptx
Operations and Management
• is a field that can sometimes
be misunderstood because
of its multidisciplinary
nature. However, its
functions form the lynchpin
of businesses the world over
and success can often rest
squarely on its shoulders. So,
what is operations
management and what
makes a good operations
manager?
Operations management
• Operations management is an area of management concerned with
designing and controlling the process of production and
redesigning business operations in the production
of goods or services.[1] It involves the responsibility of ensuring
that business operations are efficient in terms of using as few
resources as needed and effective in terms of meeting customer
requirements. Operations management is primarily concerned with
planning, organizing and supervising in the contexts of production,
manufacturing or the provision of services
• It is concerned with managing an entire production or service system
which is the process that converts inputs (in the forms of raw
materials, labor, consumers, and energy) into outputs (in the form of
goods and/or services for consumers).[3] Operations produce
products, manage quality and create services. Operation
management covers sectors like banking systems, hospitals,
companies, working with suppliers, customers, and using technology.
Operations is one of the major functions in an organization along with
supply chains, marketing, finance and human resources. The
operations function requires management of both the strategic and
day-to-day production of goods and services.
• In managing manufacturing or service operations several types of
decisions are made including operations strategy, product design,
process design, quality management, capacity, facilities planning,
production planning and inventory control. Each of these requires an
ability to analyze the current situation and find better solutions to
improve the effectiveness and efficiency of manufacturing or service
operations.
Thank you

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CONTROLLING.pptx

  • 1. CONTROLLING COMMUNICATION, NEGOTIATION AND OPERATION Earl Flores Vivian Rose Palabay Frank Michael Jacla
  • 2. COMMUNICATION • Effective Communication is significant for managers in the organizations so as to perform the basic functions of management, i.e., Planning, Organizing, Leading and Controlling.
  • 3. COMMUNICATION • Communication helps managers to perform their jobs and responsibilities. Communication serves as a foundation for planning. All the essential information must be communicated to the managers who in-turn must communicate the plans so as to implement them. Organizing also requires effective communication with others about their job task. Similarly leaders as managers must communicate effectively with their subordinates so as to achieve the team goals. Controlling is not possible without written and oral communication.
  • 4. COMMUNICATION • Managers devote a great part of their time in communication. They generally devote approximately 6 hours per day in communicating. They spend great time on face to face or telephonic communication with their superiors, subordinates, colleagues, customers or suppliers. Managers also use Written Communication in form of letters, reports or memos wherever oral communication is not feasible.
  • 5. COMMUNICATION • Thus, we can say that “effective communication is a building block of successful organizations”.
  • 6. The importance of communication in an organization can be summarized as follows: • Communication promotes motivation by informing and clarifying the employees about the task to be done, the manner they are performing the task, and how to improve their performance if it is not up to the mark. • Communication is a source of information to the organizational members for decision-making process as it helps identifying and assessing alternative course of actions
  • 7. • Communication also plays a crucial role in altering individual’s attitudes, i.e., a well informed individual will have better attitude than a less-informed individual. Organizational magazines, journals, meetings and various other forms of oral and written communication help in moulding employee’s attitudes. • Communication also helps in socializing. In todays life the only presence of another individual fosters communication. It is also said that one cannot survive without communication.
  • 8. • As discussed earlier, communication also assists in controlling process. It helps controlling organizational member’s behaviour in various ways. There are various levels of hierarchy and certain principles and guidelines that employees must follow in an organization. They must comply with organizational policies, perform their job role efficiently and communicate any work problem and grievance to their superiors. Thus, communication helps in controlling function of management.
  • 9. • An effective and efficient communication system requires managerial proficiency in delivering and receiving messages. A manager must discover various barriers to communication, analyze the reasons for their occurrence and take preventive steps to avoid those barriers. Thus, the primary responsibility of a manager is to develop and maintain an effective communication system in the organization.
  • 10. Following are the main communication barriers: 1. Perceptual and Language Differences: Perception is generally how each individual interprets the world around him. All generally want to receive messages which are significant to them. But any message which is against their values is not accepted. A same event may be taken differently by different individuals. For example : A person is on leave for a month due to personal reasons (family member being critical). The HR Manager might be in confusion whether to retain that employee or not, the immediate manager might think of replacement because his teams productivity is being hampered, the family members might take him as an emotional support. • The linguistic differences also lead to communication breakdown. Same word may mean different to different individuals.
  • 11. 2. Information Overload: Managers are surrounded with a pool of information. It is essential to control this information flow else the information is likely to be misinterpreted or forgotten or overlooked. As a result communication is less effective. 3. Inattention: At times we just not listen, but only hear. For example a traveler may pay attention to one “NO PARKING” sign, but if such sign is put all over the city, he no longer listens to it. Thus, repetitive messages should be ignored for effective communication. Similarly if a superior is engrossed in his paper work and his subordinate explains him his problem, the superior may not get what he is saying and it leads to disappointment of subordinate.
  • 12. 4. Time Pressures: Often in organization the targets have to be achieved within a specified time period, the failure of which has adverse consequences. In a haste to meet deadlines, the formal channels of communication are shortened, or messages are partially given, i.e., not completely transferred. Thus sufficient time should be given for effective communication.
  • 13. 5. Distraction/Noise: Communication is also affected a lot by noise to distractions. Physical distractions are also there such as, poor lightning, uncomfortable sitting, unhygienic room also affects communication in a meeting. Similarly use of loud speakers interferes with communication. 6. Emotions: Emotional state at a particular point of time also affects communication. If the receiver feels that communicator is angry he interprets that the information being sent is very bad. While he takes it differently if the communicator is happy and jovial (in that case the message is interpreted to be good and interesting).
  • 14. 7. Complexity in Organizational Structure: Greater the hierarchy in an organization (i.e. more the number of managerial levels), more is the chances of communication getting destroyed. Only the people at the top level can see the overall picture while the people at low level just have knowledge about their own area and a little knowledge about other areas. 8. Poor retention: Human memory cannot function beyond a limit. One cant always retain what is being told specially if he is not interested or not attentive. This leads to communication breakdown.
  • 15. Communication Flows in an Organization
  • 16. NEGOTIATION • Negotiation is a method by which people settle differences. It is a process by which compromise or agreement is reached while avoiding argument and dispute. • In any disagreement, individuals understandably aim to achieve the best possible outcome for their position (or perhaps an organisation they represent). However, the principles of fairness, seeking mutual benefit and maintaining a relationship are the keys to a successful outcome.
  • 17. NEGOTIATION • Specific forms of negotiation are used in many situations: international affairs, the legal system, government, industrial disputes or domestic relationships as examples. However, general negotiation skills can be learned and applied in a wide range of activities. Negotiation skills can be of great benefit in resolving any differences that arise between you and others.
  • 18. STAGES OF NEGOTIATION In order to achieve a desirable outcome, it may be useful to follow a structured approach to negotiation. For example, in a work situation a meeting may need to be arranged in which all parties involved can come together. The process of negotiation includes the following stages: • Preparation • Discussion • Clarification of goals • Negotiate towards a Win-Win outcome • Agreement • Implementation of a course of action
  • 19. 1. Preparation- Before any negotiation takes place, a decision needs to be taken as to when and where a meeting will take place to discuss the problem and who will attend. Setting a limited time-scale can also be helpful to prevent the disagreement continuing. 2. Discussion - During this stage, individuals or members of each side put forward the case as they see it, i.e. their understanding of the situation. Key skills during this stage include questioning, listening and clarifying. 3. Clarifying Goals - From the discussion, the goals, interests and viewpoints of both sides of the disagreement need to be clarified. 1. STAGES OF NEGOTIATION
  • 20. 6. Negotiate Towards a Win-Win Outcome- This stage focuses on what is termed a 'win-win' outcome where both sides feel they have gained something positive through the process of negotiation and both sides feel their point of view has been taken into consideration. 7. Agreement - Agreement can be achieved once understanding of both sides’ viewpoints and interests have been considered. 8. Implementing a Course of Action From - the agreement, a course of action has to be implemented to carry through the decision. STAGES OF NEGOTIATION
  • 21. • In any negotiation, the following three elements are important and likely to affect the ultimate outcome of the negotiation: • Attitudes • Knowledge • Interpersonal Skills
  • 22. 1. Attitudes - All negotiation is strongly influenced by underlying attitudes to the process itself, for example attitudes to the issues and personalities involved in the particular case or attitudes linked to personal needs for recognition. 2. Knowledge - The more knowledge you possess of the issues in question, the greater your participation in the process of negotiation. In other words, good preparation is essential.
  • 23. 3. Interpersonal Skills - Good interpersonal skills are essential for effective negotiations, both in formal situations and in less formal or one- to-one negotiations. These skills include: Effective verbal communication, Listening, Reducing misunderstandings, Rapport Building, Problem Solving, Decision Making, Dealing with Difficult Situations.
  • 25. Operations and Management • is a field that can sometimes be misunderstood because of its multidisciplinary nature. However, its functions form the lynchpin of businesses the world over and success can often rest squarely on its shoulders. So, what is operations management and what makes a good operations manager?
  • 26. Operations management • Operations management is an area of management concerned with designing and controlling the process of production and redesigning business operations in the production of goods or services.[1] It involves the responsibility of ensuring that business operations are efficient in terms of using as few resources as needed and effective in terms of meeting customer requirements. Operations management is primarily concerned with planning, organizing and supervising in the contexts of production, manufacturing or the provision of services
  • 27. • It is concerned with managing an entire production or service system which is the process that converts inputs (in the forms of raw materials, labor, consumers, and energy) into outputs (in the form of goods and/or services for consumers).[3] Operations produce products, manage quality and create services. Operation management covers sectors like banking systems, hospitals, companies, working with suppliers, customers, and using technology. Operations is one of the major functions in an organization along with supply chains, marketing, finance and human resources. The operations function requires management of both the strategic and day-to-day production of goods and services.
  • 28. • In managing manufacturing or service operations several types of decisions are made including operations strategy, product design, process design, quality management, capacity, facilities planning, production planning and inventory control. Each of these requires an ability to analyze the current situation and find better solutions to improve the effectiveness and efficiency of manufacturing or service operations.