Download 2.3 Communication

2.3 Communication
Chapter 12
Effective Communication

The exchange of information between
people or groups with feedback
B
Sendor
Aim of
Communication
Message
Appropriate
Language or
Medium
A
R
Message
R
I
E
R
S
Feedback to Sendor
Receiver
Understands the
message
Response
Why is effective
communication important?
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Effective communication will aid motivation
Can enhance problem solving
Speed of decision-making
Speed of response to market changes
Reduces risk of errors
Effective coordination between departments
Communication Media
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Oral – Allows 2-way communication
One-on-One conversations
Interviews
Group Meetings & Team Briefings
Advantage: feedback, body language
Disadvantage: meaning unclear, no record, time intensive
Communication Media
Written – Can be referred to
Letters, Memos, reports, notices, reports,
minutes of meetings, and diagrams
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Advantage: great for detailed data, can be reviewed, accurate record
Disadvantage: no immediate feedback, eliminate non-verbal communication
no evidence the message was received or understood
Communication Media
Electronic – Speed and often combined
with a written record
Internet, email, intranets, fax messages,
video conferencing, mobile telephones
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Advantage: speed
Disadvantage: staff needs training, reduce social contact, staff may use
company time for personal communication, security issues, hard copies kept
anyway, INFORMATON OVERLOAD
Communication Media
Visual – Supports oral, written, and
electronic communication
Diagrams, pictures, charts
Very useful for training and marketing
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Advantage: can be displayed on overhead, whiteboards, data projectors, and
DVD’s
Disadvantage: Too much of a good thing – have you seen too many
Powerpoints?
Communication Media
Non-Verbal Communication – Can clarify
the verbal message.
Body Language, facial expressions, posture
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Advantage: Can interpret non-verbal cues
Disadvantage: non-verbal communication may not be clearly understood.
Choice of Media
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Importance of written record needed
Advantages gained by 2-way communication
Cost
Speed
Quantity of data communicated
Multiple methods may be needed
Size and geographical spread of business
Informal Communication

“Water Cooler Communication”
Damaging
Useful
Wastes valuable
working time
Creates a feeling of
belonging
Spreads gossip and
rumors
Management can use
the “grapevine” to its
advantage to test
new ideas
Informal groups may
band together to
resist change
Can clarify
management
messages when
discussed by
colleagues
Barriers
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Failure in one of the stages of
communication
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Medium chosen inappropriate
Receiver forgot part of the message
Misleading or incomplete message
Excessive use of technical language
Too much information
Channel of communication too long
Barriers: How to fix 
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Select appropriate medium for message
Use written form for a long or complicated
message
Consider the clarity of the message carefully
Avoid using jargon when possible
Highlight important messages and consider
eliminating less important information
Shorter chains of communication will reduce
the risk of distortion
Barriers: By Sendor or Receiver
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Poor attitudes of either the sendor or the
receiver
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Intermediaries – those in the middle do not
pass on the message or change it
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Fix: Establish trust; all staff is important
Fix: Keep channel short and build in feedback
Sendor has poor opinion of receiver
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Fix: Train and motivate staff as to the importance
of communication
Barriers: Physical Reasons
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Noisy factories
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Fix: Physical conditions should be
appropriate for method used
Geographical distance
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Fix: Modern electronic methods such as
email and video conferencing
HL –
Formal Communication Networks
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The official communication channels
and routes used within an organization
Chain Network
Vertical Network
Wheel Network
Circle
Integrated or Connected
HL
Chain Network
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Communication
begins at the top and
the message is
passed on to the
next person in the
chain.
It does not
encourage two-way
communication
A
B
C
D
HL
Vertical Network
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Leader has subordinates and
communicates with them individually.
Is used with small departments or with
a narrow span of control.
Only one-way communication.
A
B
C
D
E
HL
Wheel Network
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The leader is at the
center.
There can be two-way
communication.
Horizontal
communication is poor.
Can be used with a
regional manager/local
branches.
A
A
A
A
A
HL
The Circle
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Each person can
communicate with two
others.
It is decentralized – E
there is no obvious
leader.
Slow rate of
D
communication.
A
B
C
HL
Integrated or Connected
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Full two-way
communication.
Typical of team “brain
storming” sessions.
Is helpful with complex
problem solving when
input from all members
are needed.
A
B
E
C
D
Effectiveness of Networks
Centralized
Decentralized
Speed of learning new
procedures
Fast
Slow
Speed of solution with simple
problems
Fast
Slow
Speed of solution with
complex problems
Slow
Fast
Originality of ideas;
brainstorming
Low
High
Number of messages sent
Few
Many
Satisfaction/Morale
Low
High