Lussier/Kimball, Sport Management, First Edition

Copyright 2004, by South-Western, a division of Thomson Learning

PPT11-1
Chapter 11
Communicating for Results
Lussier/Kimball, Sport Management, First Edition
Copyright 2004, by South-Western, a division of Thomson Learning

PPT11-2
Communication
Communication is the process of transmitting
information and meaning.
Organizational communication takes place between
organizations and among an organizations
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 Learning

PPT11-3
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 Learning

PPT11-4
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 Learning

PPT11-5
Grapevine
The grapevine is the flow of information through
informal channels. It is informal communication because
it isnt 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 arent dishing out
unsubstantiated rumors.

Lussier/Kimball, Sport Management, First Edition
Copyright 2004, by South-Western, a division of Thomson Learning

PPT11-6
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 Learning

PPT11-7
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 very comfortable with it.
Lussier/Kimball, Sport Management, First Edition
Copyright 2004, by South-Western, a division of Thomson Learning

PPT11-8
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 lovethey will
hear an honest but negative appraisal as an attack or
as anything but the truth.
Lussier/Kimball, Sport Management, First Edition
Copyright 2004, by South-Western, a division of Thomson Learning

PPT11-9
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 Learning

PPT11-10
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 Learning

PPT11-11
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 Learning

PPT11-12
Feedback
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
Copyright 2004, by South-Western, a division of Thomson Learning

PPT11-13
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 doesnt end with good listening.
Listening is just the beginning.
Lussier/Kimball, Sport Management, First Edition
Copyright 2004, by South-Western, a division of Thomson Learning

PPT11-14
Response Styles
Advising
Diverting
Probing
Reassuring
Reflecting


Lussier/Kimball, Sport Management, First Edition
Copyright 2004, by South-Western, a division of Thomson Learning

PPT11-15
Criticism
Youre 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?)