TIM 303 Management of Service Enterprises Certo Chapter 14: Influencing & Communicatio

							1 of 2 TIM 303 Management of Service Enterprises Certo Chapter 14: Influencing & Communication Study Questions 1. What are the mgmt activities of influencing? 2. What are the barriers of effective communication? 3. How can communication be effective? 4. What are the patterns of formal organizational communication? Fundamentals of Influencing o Defining Influencing: o The Mgmt Activities of Influencing (Process of Influencing):

Managing Human Relationships o Emotional Intelligence: o Social Intelligence:

Communication o Interpersonal Communication – How It Works

o How to tell the successfulness of interpersonal communication?

Barriers to Successful Communication o General Barriers

2 of 2 Situation-specific Barriers

For Communication Effectiveness (10 Guidelines) 1. Clarify your

Nonverbal Communication o Total Message Impact = o Other Nonverbal Communication Factors: Organizational Communication o Formal – Types: – Organizational Communication Patterns (see Figure 14-6)

Organizational Communication o Informal: o Characteristics: o 4 Grapevine Patterns:

Organizational Communication o How to encourage Formal Organizational Communication