Chapter 11 Communicating for Results LussierKimball Sport Management

Communication is the process of transmitting information and meaning. Organizational communication takes place between organizations and among an organization’s divisions/departments/ projects/teams. Interpersonal communication takes place between individuals. Lussier/Kimball, Sport Management, First Edition Copyright © 2004, by South-Western, a division of Thomson 2

Vertical & Horizontal Vertical communication is the downward and upward flow of information through the organization. It is formal communication because it is officially sanctioned transmission of information. Horizontal communication is information shared between peers. Horizontal communication is the coordination that goes on within a department, among team members, and among different departments. Lussier/Kimball, Sport Management, First Edition Copyright © 2004, by South-Western, a division of Thomson 3

Horizontal Communication Mike and the Mad Dog “chewing the fat” is horizontal communication with the listener (the audience), which is why their fans love the show so much. Lussier/Kimball, Sport Management, First Edition Copyright © 2004, by South-Western, a division of Thomson 4

Grapevine The grapevine is the flow of information through informal channels. It is informal communication because it isn’t official or sanctioned communication. Unlike many talk show hosts, Mike and the Mad Dog carefully verify the information they receive, and this has paid off handsomely. One reason they are so highly regarded is that fans know they aren’t dishing out unsubstantiated rumors. Lussier/Kimball, Sport Management, First Edition Copyright © 2004, by South-Western, a division of Thomson 5

Communication Process Sender (the person doing the communicating) encodes the message (puts it into a form the receiver of the message will understand). The sender transmits the message (by talking, phoning, e-mailing, etc. ) to the person or group receiving it. The receiver decodes the message (interprets it). The receiver may (or may not) give feedback. Lussier/Kimball, Sport Management, First Edition Copyright © 2004, by South-Western, a division of Thomson 6

Encoding Mike and the Mad Dog basically encode the content (message) of their show in typical New York working-class speech, accent, and slang. Why? Because this not only creates the ambience (two guys shooting the breeze in a bar) the producers want listeners to imagine, it also cinches a broad listenership. New Yorkers from Wall Street power brokers to taxi cab drivers have great affection for this accent; it is part of the mystique, and they are Lussier/Kimball, Sport Management, First Edition 7 Copyright 2004, by South-Western, a division very©comfortable with it. of Thomson

Decoding Our emotions color how we decode messages. When we are angry, sad, or irrationally attached to an idea, concept, or person, we find it difficult to be objective and to hear the real message. Take the fans who call the Mike and the Mad Dog show. These folks by definition are not exactly objective about their favorite teams and favorite players or teams and players they love to hate and hate to love—they will hear an honest but negative appraisal as an Lussier/Kimball, Sport Management, First Edition 8 attack or as anything but the truth. Copyright © 2004, by South-Western, a division of Thomson

Channels for Message Transmittal Oral Channels: face to face, meetings, presentations, telephone, voice mail. Written Channels: memos, letters, reports, bulletin boards, newsletters, e-mail, faxes, instant messenger. Visual Channels: television, posters. Lussier/Kimball, Sport Management, First Edition Copyright © 2004, by South-Western, a division of Thomson 9

Multiple Channels Mike and the Mad Dog use multiple channels to distribute their show. The daily radio broadcast is on WFAN and the television broadcast is on the YES network. The show is simultaneously broadcast using both mediums to enrich the experience for viewers. Lussier/Kimball, Sport Management, First Edition Copyright © 2004, by South-Western, a division of Thomson 10

Media Richness Media richness is the amount of information and meaning that the channel can convey. The more information and meaning, the “richer” the channel. Face-to-face talk is therefore the richest channel because the full range of oral and nonverbal communication is used. Phone calls are less rich because many nonverbal cues are lost. Written messages can be rich, but they must be very well written to qualify. Television is rich because body language is back in the picture. Lussier/Kimball, Sport Management, First Edition Copyright © 2004, by South-Western, a division of Thomson 11

Feedback literally feeds back to the sender the original information/meaning/intent transmitted in the message. Questioning, paraphrasing, and soliciting comments and suggestions are ways senders can check understanding through feedback. Requiring feedback from receivers motivates them to achieve high levels of performance and improves their attention and their retention. Lussier/Kimball, Sport Management, First Edition 12 Copyright © 2004, by South-Western, a division of Thomson

Message-Receiving Process The message-receiving process involves listening, analyzing, and checking understanding. To receive the real message the sender is transmitting, you have to do all three. Receiving doesn’t end with good listening. Listening is just the beginning. Lussier/Kimball, Sport Management, First Edition Copyright © 2004, by South-Western, a division of Thomson 13

Response Styles Advising Diverting Probing Reassuring Reflecting Lussier/Kimball, Sport Management, First Edition Copyright ©

Criticism You’re going get some, so you might as well take it well. In fact, if you are wise, you will want it. (How else are you going to realize your full potential? ) Lussier/Kimball, Sport Management, First Edition Copyright © 2004, by South-Western, a division of Thomson 15