Download Chapter 3 - bYTEBoss

Chapter 3
Communication
Objectives
•
•
•
•
•
•
•
Effective communication
Inhibitors of communication
Communication networks
Communicating by listening
Nonverbal communication
Feedback
Improve communication
Communication Defined
• Communication is the transfer of
information that is received and fully
understood from one source to another.
• A message can be sent by one person and
received by another, but until the message
is fully understood, there is no
communication.
• This applies to spoken, written, and
nonverbal messages.
Communication Versus Effective
Communication
• When information conveyed is received and
understood, there is communication.
• However understanding by itself does not
necessarily mean effective communication.
• Effective communication occurs when the
information that is received and understood is
acted on in the desired manner (fig.3.1, page
24).
• This means effective communication will require
persuasion, motivation, monitoring, and
leadership.
Communication as a Process
• Communication is a process that requires
several components.
• These components are sender, receiver,
the medium, and the message itself.
• The message is the information to be
conveyed, understood, accepted, and
acted on.
• There are three categories of mediums:
verbal, nonverbal, and written.
Inhibitors of Communication
• Supervisors should be familiar with the inhibitors of communication
in order to be able to avoid or overcome them.
• The most common inhibitors are:
• Differences in meaning.
• Insufficient trust.
• Information overload.
• Interference.
• Condescending tones.
• Listening problems.
• Premature judgments.
• Inaccurate assumptions.
• Technological glitches.
Communication Networks
• A network is a group of senders linked by some means
with a group of receivers.
• A formal network may consist of all supervisors in a
company linked electronically to each other and to higher
management.
• Formal networks are used for communicating official
company messages.
• An informal network would be the gossip circle, water
cooler crowd, or grape vine.
• Informal networks are used to convey unofficial and
often inaccurate messages (fig 3-3, page 28).
Communication by Listening
• Listening is receiving the message,
correctly decoding it, and accurately
perceiving what it meant.
Inhibitors to Effective Listening
• Listening breaks down when the receiver does
not accurately perceive the message.
• Several inhibitors can cause this to happen:
• Lack of concentration
• Preconceived ideas
• Thinking ahead
• Interruptions
• Tuning out
Communicating Nonverbally
• Often non verbal messages are more honest
and telling than verbal messages provided the
receiver is attentive and able to read nonverbal
clues.
• It has become popular to call nonverbal
communication body language.
• There are actually 3 components:
• Body factors
• Voice Factors
• Proximity Factors
Congruence
• One of the keys to understanding nonverbal
cues lies in the concept of congruence.
• Are the spoken message and non verbal
message congruent?
• They should be.
• An effective way to deal with incongruence is to
gently but frankly confront it.
• A simple statement such as “ Cindy, your words
agree with me, but your eyes disagree” can help
draw an employee out so the supervisor gets the
real message.
Communicating Corrective
Feedback
• In dealing with employees, it is important for supervisors
to give corrective feedback.
• This is information that will help them improve their
performance.
• However, to be effective, corrective feedback must be
communicated properly.
• Be positive: Feedback is more likely to be accepted and
acted on by the employee if it is delivered in a positive
manner.
• Be prepared: Focus on facts. Give specific examples of
the behavior you would like to see corrected.
• Be realistic: Give the employee the necessary corrective
feedback, but don’t focus on the negative.
Electronic Communication
• Electronic communication is doing for written communication what
the telephone did for verbal communication.
• Advantages:
• Messages can be transmitted rapidly.
• Messages can be transmitted simultaneously to more than one
person
• Messages can be printed if a hard copy is needed
• Messages can be stored for future reference
• Messages can be acknowledged electronically and recipients can
be prompted.
• Disadvantages:
• Inability to transmit body language
• Inability to transmit voice tone
• Inability to transmit facial language
• Inability to make eye contact
Terms Summary
•
•
•
•
•
•
•
•
•
•
•
Communication
Congruence
Corrective Feedback
Effective Communication
Electronic Communication
Grapevine
Listening
Network
Nonverbal Communication
Verbal Communication
Written Communication
Home Work
• Answer questions 2, 4, 7, 9 and 10 on
pages 39 and 40 of your text book.
• 2. Distinguish between communication
and effective communication.
• 4. List 5 communication inhibitors.
• 7. List 5 inhibitors of effective listening.
• 9. Explain the concept of congruence.
• 10. Explain how to be more effective in
communicating corrective feedback.