10. Communications MET 09-10

8/8/2019 10. Communications MET 09-10

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CommunicationsCommunications


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Communication is the

transference & understanding

of the meaning of theidea/message


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Communication Process

Sender

Message Channel

Encoding

Decoding

ReceiverFeedback

MODEL

what is communicated


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Functions of communications within

the group/organization

CONTROL MOTIVATIONSOCIAL

INTERACTIONINFORMATION

Formal

company

policies

Informal

peer pressure

Goals

Evaluation

Feedback

Reinforcem

ent

Emotional

Identify

Evaluate

Decide


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Communication DirectionsDirection

Downward: goals, instructions, policies,

performance feedback

Upward: problems, progress reports, grievances,

Lateral: horizontal, at the same level; informational


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Communication Networks in Groups &Teams

Communication Networks in Groups &Teams

Wheel Network

Circle Network

Chain Network

All Channel Network


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RUMOURS

How do they start?


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Rumours

Research shows that rumours emerge as a response to

situations which are

1. important to us

2. there is ambiguity

3. arouse anxiety


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1. What information do rumours

provide managers?

2. How can managers

effectively counteract/control arumour


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Rumours

1.rumours highlight issues important toemployees

2. rumours - analyze grapevines and

predict its flow

Counteracting rumours

a) announce timetable for decisions

b) explain decisions which seem secretive

c) openly discuss worst case scenarios


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Developing Effective Employee

Communication

Timeliness

Link big picture to the small picture

Continuous communication

atch actions to words

Promote 2 way communications

Candid News both: good & bad


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EtiquetteEtiquette

GroomingGrooming

IntroductionIntroduction

Business cardsBusiness cardsPosturePosture

RequestRequest

Avoid interrupting and pointingAvoid interrupting and pointing

Avoid receiving telephonesAvoid receiving telephones


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Barriers to Effective Communication

Filtering

Defensiveness Language

mbiguous / unclear message

Selective perception


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Barriers to effective communication

Sender manipulates information so that it will

be seen more favorably by the receiver.

Subordinates filter communication & present it

in a way that the managers get the answer

they want.

The greater the vertical levels in an

organizations hierarchy greater the filtering


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Excessive tension about communication

people feel threatened they become defensive

make sarcastic remarks, opinionated

do not speak much -> snob/dumb -> neglected -> less JS -> lower performance -> more TO


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Champs Elysees.

Kane.

Pickup - fetch Rubber - eraser

Lift - elevator


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Ambiguous/Unclear essage

Ich bin ein Berliner

ATTACK NOT RETREAT

Smokers get younger by the year

How can you lift an elephant with one

hand?


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Receiver perceive as per their personal

characteristics, background and needs


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PERCEPTION

YOURHOUSE AS

PERCEIVED BY ..


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Yourself


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ABuyer


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Financier


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Tax Assessor


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Communication

Speaking

Clarity, speed, loudness, fillers, emphasis

Listening

Concentrate, take notes, ask questions, clarify

Non verbal Observe others and your own body language


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Emphasis changes the meaning

I didnt say he stole the money


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Communication

Speaking


Listening




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Improvement Techniques for Effective

Listening

Take notes.

Ask questions.

Do not think of your own problems.

Do not interrupt.

Do not jump to conclusions.

Listen to emotions.

Give full attention.


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Employee Suggestions Never give me work in the morning.Always wait till

4.30 and bring it to me. Deadlines are sorefreshing

If you give me more than one job to do, dont tellme the priority. Let me guess

If I do a job you like, keep it a secret.

If you dont like my work, tell everyone. I likepopularity

If you have special instructions for a job dont writethem down. In fact, save them till the job is almostdone


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Communication

Speaking


Listening




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MonitorYour Own Body Language

Facial expression: smile, interest, concerned

Eye contact

Posture: spine straight, leaning towards

customer, open arms Gestures: nod, open palms, avoid pointing

oice: matching emotion sympathy, happy;speed, loudness

Enthusiasm


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Behaving Professionally when receiving

Criticism

Believe that the person giving you criticism, actuallycares for you

Listen carefully and politely to their input

Ask for clarifications and examples on the issuesthat are not clear

Listen to suggestions for improvement

Give information about the original situation whichcaused the criticism

Inform your supervisor about obstacles you face

Inform your supervisor if you require any support toimprove


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The Johari Window:

The model argues that communication

becomes more effective when people

understand each other better


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UNKNOWN(Hermit or turtle)

BLIND SPOT

(Blabbermouth)

ARENA

(open/free)

FACADE (Hidden)

(Pumpers)

JOHARI WINDOW MODEL

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The Johari Window:

1. increase self disclosure

2. this encourages others to be more open

3. mutual disclosure deepens trust

4. others provide feedback on your behavior

5. open area increases & blind area decreases


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UNKNOWNFACADE (Hidden)

BLINDSPOT

ARENA

(open/free)

The Open Receptive Person (Ideal)

JOHARI WINDOW EXERCISE CONT.I know I do not know

group knows

group doesnot know


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The Johari Window

Drawbacks:

conflicts due to unflattering feedback

self disclosure does not always lead to favorableimpressions

other people gain power which can be misused

Documents

10. Communications MET 09-10