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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.