27th July 1999

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A new book, which has been written by three University of Ulster academics, entitled Communication in Management, offers some timely words of warning and some key guidelines for both senior and junior staff in the workplace.

Based on their extensive research, Professor Owen Hargie, Dr David Dickson and Dr Dennis Tourish look at core issues of management communication and how they apply in common business situations, such as negotiations, presentations and interviewing potential employees:

"The key principle in a job interview, for example, is that the best predictor of future performance is past performance. Interviewers should systematically probe the past experiences of candidates for evidence of job behaviours which are in line with those needed in the job they have applied for," explained Professor Hargie.

The book's authors look at communication in business negotiations and say such situations tend to have scope for co-operation to secure a win-win outcome to benefit all.

They also warn of the dangers of failing to persuade others to your way of thinking:

"If managers cannot encourage staff to follow directives, and use means other than force and threat to do so, they will inevitably fail," warned Professor Hargie.

The Professor has said his research has uncovered repeated examples of two contrasting styles of communication in management, each of which is counter productive:

"In being submissive, one sets one's own rights aside in favour of those of the other party. Aggression, on the other hand, entails violating the rights of the other in favour of one's own. By contrast, assertiveness typically upholds the rights of all."

The book also looks at team work and warns managers that if they want dynamic groups to emerge, staff have to be given a level of freedom and cannot be held back by the old senior/junior staff relationship:
"There is no point in urging change in how everyone else works and demanding top class results, while remaining determined to sit astride the traditional organisational pyramid," warned Professor Hargie.

The book also looks at telecommunications. A chapter on the use of the telephone in business outlines the main failings of businesses when using this medium, and how they can be rectified. The modern world of the information super highway as a tool of communication is also examined. In particular the authors warn of the dangers of poor written skills when using the net:

"Defective written communication keeps leads to congestion on the information super highway, causing traffic jams multiple pile-ups and outbursts of rage. Effective writing keeps the traffic flowing freely, nurtures relationships and ensures a smoother journey towards business success."

"Communication in Management" by Owen Hargie, David Dickson and Dennis Tourish is published by Gower, Aldershot (ISBN 0-566-07986-0).

For further information, please contact:

Press Office Department of Communication and Development
Telephone: 028 9036 6178
Email: pressoffice@ulster.ac.uk