Course: Z1748 – Services Information System

Year : 2017

Communicating and Decision

Making
Session # 09
 Objectives

• Define communication
• List barriers to effective interpersonal communication
and how to overcome them
• Differentiate between formal and informal
communication
• Explain communication flows and networks
• Outline the eight steps in the decision-making process
• Know the difference between rational, bounded
rational, and intuitive decisions
• Identify situations in which a programmed decision is a
better solution than a non-programmed decision
• Differentiate the decision conditions of certainty, risk,
and uncertainty
 “Communication” is the oil that lubricates all
of the other management functions of
forecasting, planning, organizing, motivating,
and controlling.
• Communication is the exchange of information and meaning.
• Communication between two or more people is described as
Interpersonal Communication.
 Communicating Interpersonally
• Non-verbal communication
• Body language
• Verbal intonation
 Barriers to Effective Interpersonal
Communication
 Perception
 Semantics
 Non-verbal communication
 Ambiguity
 Defensiveness
 Overcoming Barriers to Effective
Interpersonal Communication
 Use feedback
 Active listening
 Avoid triggering defensiveness
 Interpersonal dynamics
 Organizational Communication

• Formal communication
• Informal communication
• Communication flows
and networks:
– Upward communication
– Downward
communication
– Lateral communication
– Diagonal communication
– Chain, wheel, and all-
channel communication
networks
– The grapevine
 The Decision-Making Process

Identification Identification of Allocation of

Development of
and Definition Decision Weights to
Alternatives
of Problem Criteria Criteria

Evaluation of
Implementation Selection of Analysis of
Decision
of Alternative Alternatives Alternatives
Effectivesness

How Managers Make Decisions?

 Making decisions: Rationality, Bounded Rationality, and Intuition
Two major types of decisions are:
1. “Programmed” Decision
2. “Non-Programmed” Decision
 Decision-Making Styles
1. The directive style
2. Analytic style
3. Conceptual style
4. Behavioral style
 Trends in Communication and
Decision Making
• Improving technology to aid with communication are likely
to continue
• An integral part of management’s decision-making
process is the Management Support System (MSS) that
has two distinctive elements:
– Management Information System (MIS)
– Decision Support System (DSS)
 REFERENCE

• John Walker. (2012). Introduction to

Hospitality. 06. Prentice Hall. ISBN: 978-
0132814652.