E363 – ENVIRONMENTAL MANAGEMENT LECTURE - COMMUNICATION Dr Nguyen Thi Hoang Lien nguyenthihoanglien@hus.edu.vn DEFINITION OF COMMUNICATION “The process, whereby participants create and share information to reach a mutual understanding” (Rogers, 1985) REASONS WE COMMUNICATE • To give or get information • To influence behavior • To affect attitude TYPES OF COMMUNICATION • Verbal • Non-verbal • Interpersonal • Mass communication DIFFERENCES BETWEEN PUBLIC AND PRIVATE COMMUNICATION • Volume • Audiences – multiplicity and range • Political realities • Amount of scrutiny BARRIERS TO COMMUNICATION • • • • • • • • Difference in frame of reference Physical distance – proximity Hierarchy Information overload Distraction Language Prejudice Faulty communication skills STRATEGIC COMMUNICATION PLAN make sure your “ducks are in a row” • • • • • Management situation Audience Message Medium Feedback TALKING TO A SUPERIOR • Know her schedule • Know her communication preference SCREENING how the boss listens to you • • • • • • Accuracy Include pertinent evidence Don’t prejudice Anticipate superior’s arguments State correlation and causes Upsides and downsides SUPERIOR TO SUBORDINATE TASK ASSIGNMENT Explain why this task is necessary State the actual results expected at job completion Describe how this assignment resembles or differs from previous tasks Provide the information essential to completing this task: why, who, when, what, where, how Check your subordinate’s understanding of the crucial aspects of this task Encourage your subordinates to rely on their resourcefulness but to ask questions if necessary 10 ETHICAL COMMUNICATION • Useful • Accurate • Open • Fair 11 PUBLIC OMBUDSMAN • Someone with an agency who deals with people outside the agency who have a problem with that agency • Anchor • Facilitator • Educator • Referral service 12 PUBLIC INFORMATION OFFICER - PIO • • • • • “Talking head” Spin doctor External publications Internal publications Other outreach - handout 13 MEDIA WANTS INFORMATION • Accurate • On time • First (exclusive) 14