Download TOPIC 7 COMMUNICATION

TOPIC 7
COMMUNICATION
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7-1
Communication
• Communication = the
process of transmit
information from one
person to another.
• What is effective
communication?
– The process of sending a
message in such a way that
the message received is as
close in meaning as possible
to the message intended.
• The message received has
same meaning with the
message sent
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Importance of Effective Communication
• Our daily activities require us to
communicate with other people
• Communication can be made effective if
the message received clearly and
understood by receiver
• In organization, effective communication is
indeed crucial.
– Communication assists managers in
coordinating and integrating the work of groups
within the departments so organization’s goal
can be achieved
– Effective communication lead employees to act
according to command/instruction given
– Through effective communication, manager can
carry out the function of planning, organizing,
leading and controlling organizational resources
to achieve the goal
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What Are the Basic Functions of Management
That Communication Relates to?
•
•
•
•
Planning
Organizing
Leading
Controlling
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The Communication Process
NOISE
transmit
SENDER
Message
ENCODE
CHANNEL
Message
DECODE
RECEIVER
FEEDBACK
NOISE
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• Sender
– Refer to the source / originator
– People who transmit a fact, idea, opinion and other info
• Message
– Set of symbols that sender transmit
• Encoding
– To encode the meaning into a form appropriate to the
situation
– Might take the form of words, facial expressions,
gestures and even artistic expression and physical
actions
• Channel
– Appropriate communication channel or media
– Includes meetings, e-mails, memo, letters, report and
telephone calls
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• Receiver
– Party who receive the message / destination
• Decoding
– Receiver will translates/interprets the symbols
• Feedback
– Receiver’s reaction upon receiving the
message
• Noise
– Interruption or communication dysfunction that
prevent effective decoding
– Includes someone coughing, vehicles passing
by, air-conditioning, an interrupted phone call,
e-mail misrouted or infected with a virus, etc
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TYPES OF FORMAL COMMUNICATION
CHANNELS IN ORGANIZATIONS
• Vertical
– Downward
– Upward
• Lateral (Horizontal)
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Formal Organizational Communication
•
Vertical
– Downward
• Managers pass the information down to all
employees
• i.e. policies, procedures, rules and work
schedules
– Upward
• Provide subordinates an opportunity or means
to convey information to their superior
• Info from lower level to higher level
• i.e. suggestion, group meeting
•
Lateral (Horizontal)
– Movement or flow of information between
individuals on the same level.
– i.e. marketing manager may require more info
on financial standing and obtain the info from
financial manager
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Informal Organizational Communication
• The informal communication also known as
grapevine
• grapevine = by talking in an informal way to other people
i.e. I heard on the grapevine that you’re leaving.
– Informal flow of messages throughout an
organization.
– Information are passed between individuals or
groups which can be job-related or personal
– Information travels rapidly because it reflects the
interests of an individual or the group members
– The message are likely to be inaccurate
– Sometimes, info through ‘grapevine’ can be
accurate and at times inaccurate
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Types of Grapevine Chains by Keith David
•
•
Single Strand
– A tells B something about the organization.
B then tells it to C to D to E to and E to F
– Usually information that reaches G may be
inaccurate. Usually information that move
from one another are added, filtered and
passed in the way the sender would find it
interesting and “juicy” to convey
Gossip
– Often use to convey information that is
interesting and non-job-related
– The news must be interesting to hear
– When Mr. A hears the news, he quickly
conveys to as many people (B, C, D, E &
F) such as friends, relatives, bosses
F
E
D
C
B
A
B
I
C
A
H
F
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D
E
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4
•
Probability
– An individual may have some info that may not
be interesting but useful to some people
– He will only relate the info to an individual or
groups who need to know and will benefit from
the news
– The other people who get the news may tell
others at random, or may not convey it to other
J
I
L
E
C
H
B
G
K
D
F
A
•
Cluster ( most dominant)
– The info is usually interesting, job-related
and most up-to-date
– A person may convey info to a few chosen
individuals i.e. A to B, C and D to E, F and G
– These individual then pass on the information to
a few more selected individual whom they trust
or from specially chosen individual who they are
trying to obtain some favor
F
E
G
C
B
D
A
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INTERPERSONAL COMMUNICATION
(in formal and informal situation)
• Verbal Communication
– Oral / Spoken
– Written
• Non Verbal
– Body language
• Technological (also known as electronic
communication)
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• Verbal Communication
– Transmitting message by means of
• spoken words i.e. discussion, face-to-face communication,
telephone calls, others
• Written i.e. letters, memos, newsletters, bulletin boards
– In organization communication, verbal communication is the
normal and formal form of communicating
• i.e. managers send info through letters, memo, phone call or email.
– The main advantage of verbal communication is it forms a
record or evidence
• Easily referred/retrieved when needed
– Verbal communication through a face-to-face meeting does
not only speed up the exchanges of ideas and info, but it is
also fast in getting direct feedback
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• Non-Verbal Communication
– Messages that are non-language responses
– Any communication exchange that does not use
words to carry more meaning than the strict
definition of the words themselves
– An understanding of non-verbal communication
would help managers to communicate more
effectively
•
•
•
•
•
•
Facial expression – sad, happy
Voice – nervousness, confidence, excited
Clothing, appearance – confidence, clean, messy
Punctuality – too late, too early, appropriate
Manners – wiping nose, coughing
Gesture – movement that convey some meaning
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• Technological/Electronic Communication
– Recently, this type of communication has taken
on much greater importance for managers
– Any communication that uses an electronic
devices as the medium such as videotape,
recorders, mobile phones, fax, internet, etc
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Barriers to Effective Interpersonal
Communication
•
Filtering
•
Emotions
– The deliberate manipulation of information to make it appear more
favorable to the receiver
– How a receiver feels when a message is received influences how he
or she interprets it.
• i.e. depending on whether you’re happy or upset
•
Information Overload
•
Defensiveness
– Information that someone has to work with exceeds his/her capacity
– When people feel that they’re being threatened, they tend to react in
ways that reduce their ability to achieve mutual understanding i.e.
verbally attacking others, questioning others’ motives
•
Language
– Words mean different things to different people (age, education and
cultural are major variables that influence the language a person
uses and the definitions he or she gives to the work)
– Jargon
• words or expressions that are used by a particular profession or group
of people, and are difficult for others to understand
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6
•
National Culture
– Culture differences can affect the way a manager chooses to
communicate.
– Ethnocentrism
• Tendency to consider one’s own culture and its value as being superior
to others. It is the unwillingness to understand alternative points of view
and take seriously the values they represent
•
Poor Listening
•
Credibility of sender
•
Noise
•
Semantic
– When someone talks, the listener doesn’t pay much attention
– How trustworthy the sender or the source of the message
– Interruptions i.e. air-conditioner, construction, machines
– Two people attach different meanings to the same word
• i.e. coffee-break to employees is time to socialize; to managers is
wasting time and slow down productivity
• i.e. increased output is a positive meaning to managers but less positive
for employees
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Methods to Overcome
•
Obtain feedback
– Manager or individual could encourage receiver by asking questions, repeating
the message
•
Use simple language
– Using simple language and words that care common and can easily be
understood by all
– Technical terms must be clearly explained
•
Avoid noise
•
Understand verbal and nonverbal communications
•
Recognize emotions
– One must identify the causes or sources of noise and overcome them
– Manager or individual should be able to understand booth verbal and non-verbal
communication i.e. facial expression, clothing
– Manager should be able to recognize the receiver’s emotions or feelings.
Managers must be able to interpret the feeling behind employee's words or
statements
•
Do not make own conclusion
•
Create openness, rational and trust
– manager need to listen before making any conclusion / decision and should not
interrupt while its employee are conveying his/her message / sto ry
– Subordinated may feel insecurity to share problems, therefore manager should
encourage an atmosphere of openness, rational and trust
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• Briefly explain the primary categories of interpersonal
communicational used in formal and informal
situation.
– VERBAL
• ORAL COMMUNICATION
• WRITTEN
– NON VERBAL
– TECHNOLOGICAL
• Briefly discuss the different types of formal
communication channels in organizations.
– Vertical
• Upward
• Downward
– Horizontal (Lateral)
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7 - 21
7
BASIC FRAMEWORK OF COMMunICAtIOn
COMMUNICATION
Formal & Informal
Communication in
Organization
Interpersonal
Communication
Informal /
Grapevine
Formal
Vertical
Verbal
Nonverbal
Single Strand
Oral / Spoken
Upward
Gossip
Written
Downward
Probability
Horizontal / Lateral
Cluster
Used in form al &
inform al situation
Technological
Body language/
Gesture/ Movement
Facial Expression
Clothes, Appearances
Voice
Punctuality
Others
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