Download COMMUNICATION INTRODUCTION: - Communication refers to the

COMMUNICATION
INTRODUCTION:
- Communication refers to the process by which people
attempt to share meaning via transmission of symbolic
message.
- It involves sharing of information between two or more
people to achieve a common understanding about an
objective or situation
The Communication Process
The Sender- the person who wishes to communicate with.
Encoding- the process whereby a sender translate the information
into a message
Communication Channel/medium- the manner in which a
message is conveyed
Decoding- the process whereby a receiver perceives a sent
message and interprets its meaning.
Feedback- the process whereby a receiver encodes the message
received and sends it back to the original sender.
REVISED BY : N.Nogaya
DATE: November 2014
DIRECTION OF ORGANIZATIONAL
COMMUNNICATION
Communication within organization can occur in any of 3
directions: Downwards, upwards, or horizontally,
Downwards Communication
- Refers to communication from supervisor to subordinates,
- It is necessary to provide job instructions, information on
organization policies, and performance feedback.
Upwards Communication
- Flows from subordinates to supervisor, is necessary to
provide feedback on downwards communication.
- It is necessary to monitor the effectiveness of decisions ,
provide information and ensure that jobs are being done
properly.
Horizontally Communication
- Communication that takes place between associates at the
same level.
Formal versus Informal Communication
Formal communication- Communication that follows the formal
structure of the organization (for example, supervisor to
subordinates) and communicates organizationally sanctioned
information ,
REVISED BY : N.Nogaya
DATE: November 2014
Informal communication- Communication that involves
spontaneous interactions between two or more people outside the
organizational structure.
Communication Media
Interpersonal communication can use different media and vary in
degree of richness (the amount of information a medium can
convey)
These communication media are:
1. face-to-face communication
2. Telephone communication
3. Electronic Communication( such as e-mails)
4. Personal Written Text(such as letters, notes, and memos)
5. Formal Written Text( such as reports, documents, bulletin,
and notice)
6. Formal Numerical Text(such as statistical reports, graphs,
printouts)
Nonverbal Communication
Non-verbal communication falls into 3 categories:
Body Language: includes facial expressions; the use of hands;
arms and legs; and posture.
Paralanguages: refers to how something is said, such as hoe tone
of voice; pitch of voice; and silence are used.
Gestures: are signs used to convey specific meanings (such as
making circles with your finger to indicate “okay” or shrugging
your shoulder to indicate “I don’t know’’)
REVISED BY : N.Nogaya
DATE: November 2014
BARRIERS TO EFFECTIVE COMMUNICATION
ORGANIZATIONAL BARRIERS
1. Information overload: overload occurs for several reasons;
- Organization faces high levels of uncertainty because
of changes in the external environment.
- Increased complexity of tasks and organization
structures creates a need for more information
- Increase in technology, results in the growing number
of large organizational database.
2. Noise
- Noise is anything that disrupts communication or distorts the
message.
3. Time pressure
- When people are under pressure, they do not carefully
develop message before sending it.
- The pressure of deadline often does not allow or time to
receive feedback, so the sender may not know whether the
receiver accurately perceived the message.
4. Network Breakdowns
- Breakdowns in the communication network occur in large
organizations because so much information flows through
those networks.
- Mail can be misplaced, messages may not be received by
those targeted and people can forget to relay pieces of
information.
5. Information Distortion
- Intentional distortion can occur because of competition
between work units in an organization
REVISED BY : N.Nogaya
DATE: November 2014
- Unintentional distortion can occur because of time pressure.
5. Cross-Cultural Barriers
- Cross cultural barriers occur because of:
• Lack of language and cultural fluency
• The potential for language barriers continues to exist in cross
cultural communications.
INDIVIDUAL BARRIERS
Differing Perceptions
- One of the common communication failures occurs when the
sender has one perception of a message and the receiver has
another.
- Our expectations influence how we recall and interpret
information.
Semantic Difference
- Semantic refers to the meaning people attach to symbols,
such as words and gestures.
- Because the same words may have different meanings to
different people.
Status Difference
- Organizations create status differences through titles, offices
and support resources, but individuals attribute meaning to
these differences.
- E.g. subordinates are reluctant to express an opinion that is
different from their manager’s , and managers because of
REVISED BY : N.Nogaya
DATE: November 2014
either time pressure or arrogance – may strengthen status
barriers by not being open to feedback.
Consideration of self-interest
- where data accuracy cannot be independently verified ,
managers sometimes provide information that is in their
own interest
- they may provide incomplete data, selecting only
information that is in their own best interest.
Personal Space
- Personal space affects- how close together people stand
when conversing.
- Suppose someone from a culture where the norm is to stand
closer is talking with someone from a culture where the
norm is to stand farther apart.
- It will be difficult for either to pay attention to what the other
is saying.
Poor Listening Skills
- The receiver must listen in order to hear and understand the
sender’s message, just as the sender must listen to feedback
from the receiver.
- Poor listening skills represent a significant barrier to
effective communication.
REVISED BY : N.Nogaya
DATE: November 2014
OVERCOMING COMMUNICATION BARRIERS
Communication Audits
- A communication audit examines an organization’s internal
and external communication to assess communication
practice and capabilities and to determine needs.
- Communications audits are used to ascertain the quality of
communication and to pinpoint any communication
deficiencies in the organization.
Communication Cultures
- Organizations can establish a communication culture where
mutual trust exist between senders and receivers,
communication credibility is present, and feedback is
encouraged.
- Managers should encourage a free flow of downwards,
upwards, and horizontal communication.
- People must feel comfortable in communicating their ideas
openly and in asking questions when they do not understand
or want to know more.
- Information should be available and understandable.
Select an Appropriate Communication Medium
- When the messages are important or complex, use of rich
media, such as face-to-face communication.
Encourage Feedback
- Communication is a two way process
- To ensure that the received message interpreted as intended,
feedback from the recipient is necessary.
REVISED BY : N.Nogaya
DATE: November 2014
Regulate Information flow and Timing
- Do not pass irrelevant information
- Or else important information may be buried by information
overload or noise.
- If you have important message to send, dot send when the
recipients are about to leave work or engaged in other tasks.
Listen Actively
- People must actively listen to others in order to be effective
communicators.
- This involves;
- Stop talking, pay attention, hear before evaluating, listen to
the whole message and send feedback.
REVISED BY : N.Nogaya
DATE: November 2014