Download Chapter 8 –Communications BQ1. The process of communication

Chapter 8 –Communications
BQ1. The process of communication. One-way and two-way communication
a) Is it possible for an organization to function without communication? Why or why
not?
No, it is not possible for an organization to function without communication. It is
imperative for effective communication to exist in a firm, in order to establish links and
to achieve objectives. For businesses, ineffective communication between people in a
firm can have serious consequences.
b) A human resource manager is interviewing an employee for a new job vacancy.
Explain the process through which information flows. What are the advantages of
this type of communication?
In order for an interview to take place, there must be two-way communication whereby
the sender (i.e. the interviewer) requires a reply or a response from the receiver (the
interviewee). Both people are therefore involved in the communication process. The
advantages of two-way communication are that it instantly makes it clear to the sender
whether or not the receiver has clearly understood the message and it allows the receiver
to raise questions, objections, comments for a better understanding and consequent
action. (for example, at the end of the interview, the interviewer may ask the interviewee
if they have any questions. The interviewee may have pending questions about working
hours; career prospects etc, that were not mentioned during the interview)
c) Define one-way communication and two-way communication.
One-way communication involves a message which does not call for or require a
response.
Two-way communication is when the receiver gives a response to the message and there
is a discussion about it.
d) Identify two situations in which one-way communication is effective and two
situations where two-way communication is effective.
One- way communication is effective in jobs that require an autocratic style leader. For
example, in a busy hotel kitchen where a large dinner function is taking place. The head
chef may give a waiter the instruction ‘bring these meals to table 5’. This message does
not require feedback from the receiver; the waiter simply needs to act upon the
instruction by taking the meals to table 5.
Another example of one-way communication is a poster or notice on the wall of a
company stating ‘Smoking is not allowed inside the building’. The receiver is not
expected to contribute to this communication or provide feedback; it simply requires
them to act upon the message by not smoking inside the building.
Two-way communication is more effective when something which has been received
needs to be confirmed, for example – ‘did you send out the new order for raw materials
to the suppliers’ (telephone call); ‘The AGM will take place next Thursday at 8pm, please
confirm whether or not you can attend this meeting’ (e-mail to all staff); ‘You have been
sacked due to frequent absences from work. Please acknowledge receipt of this letter’
(letter written to an employee).
Two-way communication is also effective at meetings where staff members input and
ideas are required. For example, if a firm’s sales are decreasing, managers may require
fresh ideas from staff to help improve sales figures. In such a situation feedback or the
response from the receiver (staff) is of utmost importance.
BQ2. Classification of Communication
a) Explain three criteria upon which communication is classified.
Internal and external communication: This depends on whether the communication is
within or with the exterior of an organization.
The direction of communication: i.e. upward, downward or horizontal communication.
When two or more people communicate with each other, the number of routes increases
and feedback becomes more difficult.
Formal or informal communication: This depends on whether or not the channels of
communication are officially set up and recognized by the organization or not.
b) Classify the following as oral, written, or visual communication
Report (written)
Videoconferencing (oral & visual)
Agenda
(written)
Charts
(visual)
Films and videos
(oral & visual)
BQ3. Written versus Verbal Communication
Giving examples of each, explain the difference between verbal and written
communication. In which situations will each of these two types be most effective?
Oral/verbal communication is when people talk to each other. This can be face to face at
a meeting or over the telephone. It can also be through video-conferencing (which uses
both oral & visual communication), where groups of people in different locations are able
to see and hear each other through a video link.
Written communication is the use of written words and numbers in business letters,
memos, notice boards, agenda/minutes of a meeting brochures, reports, faxes, e-mails,
press releases/press statements etc.
Verbal communication is most effective at meetings. Meetings can be held between two
people or between hundreds or even thousands of people. Therefore verbal
communication can be very effective as information can be given out quickly; this is a
particularly efficient way of communicating with a large number of people at the same
time. This also allows for immediate feedback and two-way communication. At a
meeting, the message is often reinforced by seeing the speaker, the body language of the
speaker, how they stand and their facial expressions, can help to put the message across
effectively.
Written communication is most effective in business situations with regards to
employment contracts or when implementing safety measures. In relation to the terms of
employment, a verbal agreement is not sufficient enough as people can go back on their
word, particularly when there is no written proof. A written contract means there is ‘hard
evidence’ of the terms which can be referred back to in the future. This should help to
reduce disagreements between the sender (employer) and the receiver (employee) about
the content of the contract. Written communication is very relevant to certain safety
messages. For example, displaying ‘fire exit’ signs in offices or factories etc. It is not
enough to tell people about safety measures as they can easily be forgotten.
BQ4. Identification of Communication Types
Identify which type of communication is used in:
(i)
A telephone call with a customer?
(oral/external)
(ii)
A traffic light or crossing signal?
(visual)
(iii) A picture of a cigarette in a circle with a slash across it? (visual)
(iv)
A face-to-face conversation with a friend?
(oral)
BQ5. Communication Networks
a) Which communication network do you think is more effective? Give reasons for
your answer. Are there any drawbacks to using the communication network you
have chosen?
There is no single communication network that is more effective than another as
communication in any group will depend on different factors such as the size of the
group; the organization structure of the group and the type of leadership. All networks
have different advantages and disadvantages. It is likely that organizations will use all
forms of networks at different times or for different groups.
However, in my opinion, the connected network might be of most use when the business
is looking for new business ideas or solutions to problems as the communication is twoway and everyone has a chance to participate and take the lead. The decision-making
process can create high satisfaction and strong commitment. This is usually the case in
committees where members are roughly of the same status or in informal groups.
The drawbacks to using this communication network are that it can be time-consuming
and there is no clear leader or sender of messages.
b) What is the difference between the Y chain network and the wheel network?
Explain the role and type of the leaders in these nets?
The Y chain network is where the leader occupies the central position. Even though
he/she is able to communicate with each of the 2 subgroups, complete communication is
difficult. This reflects autocratic leadership, with the leader deciding which messages will
be transmitted to the rest of the group. This is often used for formal communication in
organizations such as the Police Force.
The Wheel network is where all communication is through the leader and members of the
group are isolated from each other. Communication is often quick and effective but
controlled and inflexible. This is usually the case in theory x leadership or autocratic
leadership. Lack of communication between members means that originality; initiative
and job satisfaction/motivation is likely to be low in the group. This could be used to
send messages to different departments or regions.
BQ6. Effective Communication. Barriers to Communication
“An important function of management is to encourage good and effective
communication’ Explain how this can be achieved
Communication is one of three important management skills (the other two being
Leadership and Motivation).
Management has a central role to play in ensuring that messages are always
communicated clearly and accurately. The manager is at the centre of the communication
wheel. Clear communication is essential between the management and all relevant
stakeholders. It is imperative that a manager contributes to effective communication
through planning, organizing, controlling and evaluating
Explain how the following can result in ineffective communication:
(i)
Lack of expertise and skill of the sender or receiver
(ii)
Physical conditions
(iii) Difference in perception
(iv)
Failure of the organization structure
(i)
(ii)
(iii)
(iv)
If the speaker (sender) is not completely clear about what s/he is
communicating, s/he cannot possibly explain it to others. Problems can also
be caused by a receiver’s inability to interpret and understand a message
correctly.
Long distances and noise can make communication more difficult e.g. through
videoconferencing, satellite phones etc.
Communication can be affected by the attitude of the sender or receiver as
they will have their own preconceived ideas of the business environment.
Personal likes/dislikes, prejudices, suspicions and expressions will influence
the way a message is sent or received.
Communication can be directly affected by the organizational structure (levels
of hierarchy span of control, chain of command etc.). Any problems in the
organizational structure will be reflected in the communication system.
BQ7. How IT affects communication and business
a) What is meant by information technology (IT)?
Information Technology refers to the development of computers, the internet, the
intervention of the microchip and optic fibers that have increased the range of
information available and the speed/ease with which it can be transmitted, used and
stored.
b) List two advantages and two disadvantages of information technology to a
business
Advantages
ƒ Businesses can keep information and access it easily when required. This may
include information on customers, suppliers, government regulations and workers.
In addition to this, it helps reduce paper work.
ƒ The existence of electronic communication increases the speed for businesses in
exchanging messages and information (e.g. sending e-mail vs. sending a letter
/business meeting via videophone vs. having to travel aboard for meeting etc.)
Disadvantages
ƒ The need to find people with the necessary computer skills can take time. The
need to train new or old staff to use the new technology can also be time
consuming.
ƒ The training of old or new staff can be expensive. For example, if it is made
mandatory for all office staff to be certified in ECDL/ICDL , this could be costly
for a company // staff needing off-the-job training (e.g. day releases) for training
in new software etc.
BQ8. Horizontal and Vertical Communication
a) What is the difference between upward and downward vertical communication?
Downward vertical communication is when messages are sent from managers to
subordinates (e.g. a marketing director, communicating down to the promotions manager)
It can be used for instructions or statements on important business decisions and does not
allow for feedback.
Upward vertical communication is when a message is passed from subordinate to
managers (e.g. promotions manager to marketing director).It will usually consist of
information or feedback.
b) What are the differences between the barriers most likely to be encountered in
horizontal and vertical communication in an organization?
Barriers most likely to be encountered in horizontal communication (i.e. people at the
same level of an organization communicating with each other) would include one
department not understanding the technical terms or ‘Jargon’ being used by another
department. For example a marketing manager might send details to the finance manager
inquiring about the sales figures of their new ‘Niche Market’. The term ‘niche market’
would be understood by anyone working in the marketing department but may be a
foreign term to someone working in the finance department.
Therefore to overcome such barriers, the sender should ensure that the message uses
language which is understandable. Use of jargon or terms which are too technical should
be avoided.
Barriers encountered in vertical communication may include (downward) a general
manager who is out of touch with what is happening on the ‘ground floor’ of a company,
sending information that is not relevant to the subordinates’ current situation.
Another example would be (upward) a subordinate sending a message to a general
manager which is too long and contains too much detail resulting in the main point of the
message not being understood. This barrier could be overcome by making sure that the
message is as brief as possible so that the main points are understood by the receiver.
BQ9. Data Protection Act
Explain why the Data Protection Act became necessary.
Before the Data Protection Act was passed in 1984, personal information was not
securely held on computers. For example it was possible to pass on personal details to
third parties without the individual being aware of it. Individuals were unable to access
information being stored about themselves It was also possible to change a person’s
private information. This problem was overcome by the implementation of the act
which:
- limits the amount of information a business can hold about a person.
- Gives individuals access to the information about them so that they are able to
challenge it
- Lays down security measures that must be followed to make sure the data is not
changed.