16Communication_16

7/31/2019 16Communication_16

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COMMUNICATION


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What is Communication?

Communication is the transfer of information from a

sender to a receiver, with the information being

understood by the receiver.

The communication model focuses on sender of the

communication, the transmission of message, and

receiver of the message.

The model also describes the noise, which interferes

with good communication and feedback which facilitates

communication.


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A communication Process Model

Sender

Receiver

Thought EncodingTransmission

of

message

Reception Decoding Understanding

Feedback

Noise


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Sender and Receiver of the Message

Communication begins with the sender, who has a

thought or an idea which then encoded in way that can

be understood by both sender and receiver.

Receiver has to be ready so that message can be

decoded.

The next step after receiving the message is decoding

in which the receiver converts that message into

thoughts.


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Sender and Receiver of message

Accurate communication can occur only when both the

sender and the receiver attach the same or at least

similar meanings to the symbols that compose the

message.

Less obvious and frequently overlooked is the fact that

message in technical or professional jargon requires a

recipient who understands such language.

Understanding is in the mind of both the sender and the

receiver. Persons with closed minds will normally not

completely understand the message if the message is

contrary to their value system.


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Channel to transmit the Message

The information is transmitted over a channel that links

the sender with the receiver.

The message may be oral or written and it may betransmitted through a memorandum, a computer,

the telephone, a telegram, or television.

Since choices are available each with advantage and

disadvantages the proper selection of the channel

is vital for effective communication.


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Noise Hindering Communication

A noise or a confined environment may hinder in

development of a clear thought.

Understandings can be obstructed by prejudices or cross

cultural barriers.

Encoding or decoding may be faulty because of the use of

ambiguous symbol

Inaccurate reception may be caused by inattention.

Transmission may be interrupted by static in the channel

such as may be experienced in poor telephone

communication.


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Feedback and situational factors

One can never be sure whether or not a message has

been effectively encoded, transmitted, decoded and

understood until it is confirmed by feedback.

Feedback indicates whether individual or organizational

change has taken place as result of communication.

Factors in the external environment which

effect communication may be educational, sociological,

legal-political and economic.


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Situational factors continued ..

Example repressive political environment will inhibit

the free flow of communication.

Another situational factor is geographic distance. Face

to face communication is different from telephoneconversation or other long distant communication.

Time must also be considered in communication

a busy executive may not have sufficient time to receive

and send information accurately.

Organizational structure, managerial and nonmanagerial

processes and technology.


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Communication In the Organization

In contemporary organizations information flow must

be faster than ever before. Even a short stoppage on

a fast-moving production line can be very costly in terms

of lost output.

It is necessary to determine what kind of information

is needed for effective decision making.

Information overload should be avoided, what is needed

is relevant information.


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The Managers Need Know

Information is obtained from managers superiors

and subordinates and also from departments and people

elsewhere.

Manager should ask What do I really need to know

for my job? or What would happen if I did not get this

information on a regular basis?

It is not maximum information that manager needs but

pertinent information, there is no universally applicable

communication system tailored to managers needs.


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Communication Flow Traditionally flow of communication is downward but

if communication flows only downwards problems will

develop.

Communication starting with the subordinate is called

upward communication.

Communication also flows horizontally between people

that is between people on the same or similar

organizational level. Diagonally involving persons from different levels who

are not in direct reporting relationships with one other.


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Downward Communication

Downward communication flows from people at higher

levels to those at lower levels in the organizational

hierarchy.

This kind of communications exists in organizations with

authoritarian atmosphere.

Downward flow of information is time consuming, some

managers insist that information be sent directly to the

person or group requiring it.


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Downward communication

The kind of media used for oral downward communication

include instructions, speeches, meetings and the

telephone, loudspeakers.

For written communication memorandums, letters,handbooks, pamphlets, policy statements ,procedures.

are used.

Unfortunately information is often lost or distorted as itcomes down the chain of command. Top management

issuance of policies and procedures does not ensure

communication. Feedback system is essential for

conformance.


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Upward Communication

Upwards communication travels from subordinates to

superiors and continues up the organizational hierarchy.

Upward chain is nondirective and found in participativemanagement. Typical means for upward communication

besides chain of command are suggestion systems,

appeal and grievance, procedures, complaints systems.

Some organizations are using ombudsman for

communication, this person provides the link for upward

communication.


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Cross Communication

Cross wise communication includes the horizontal flow

of information among people on the same or similar

organizational levels and diagonal flow among persons

at different levels who have no direct reporting

relationships with one another.

A great deal of communication does follow the

organizational hierarchy like in informal organizational

groups.

Also cross functional teams, staff interaction with line

members of various departments creates cross

communications


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Written Communication

Written communication has the advantage of providing

records, references and legal defenses.

A message can be carefully prepared and then directed

to a large audience through mass mailings. Written communication can also promote uniformity

in policy and procedure and can reduce costs in some

cases.

The disadvantage are written messages may create

mountains of paper, may poorly expressed by ineffective

writers and may provide no immediate feedback.


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Oral Communication

A great deal of information is communicated orally.

oral communication can occur in a face-to-face meeting

of two people or in a mangers presentation to a large

audience.

It can be planned or accidental. The principal advantage

of oral communication is that it makes possible speedy

interchange with immediate feedback.

People can ask questions and clarify points. In a face to

face interaction the effect can be noted. Furthermore a

meeting with the superior may give the subordinate

a feeling of importance.


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Oral and Nonverbal communication

Oral communication also has disadvantage, it always

doesnt save time as any manager knows who has

attended meetings in which no results or agreements

were achieved. These meetings can be costly in termsof time and money.

What a person says can be reinforced or contradicted by

non verbal communication. Example autocratic manager

may pound a fist on the table while announcing that from

on participative management will be practiced. This is an

example of noise in the communication.


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Barriers in communication

Communication problems are often symptoms of more

deeply rooted problems.

Lack of planning: Good communication seldom happensby chance. Too often people start talking and writing

without first thinking, planning and stating the purpose of

the message.

Unclarified assumptions: Teacher may say chapter 3 and

4 are portions for the sessional student may study the

chapter 3 and 4 but from a different edition.


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Barriers in Communication

Sematic Distortion: Another barrier to effective communication

is semantic distortion which can be deliberate or accidental.

Advertisement states we we sell for less is deliberately

ambiguous, it raises the question less than what? There is

room for ambiguity.

Poorly expressed messages: No matter how clear the

idea in the mind of the sender of communication, the

message may still be marked by poorly chosen words,omissions, lack of coherence, poor organization, awkward

sentence structure. Message should be precise and clear.


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Communication barriers in the international environment:

becomes even more difficult because of different

languages, cultures and etiquette. Translating

advertising slogans is very risky. Black for example is

color of mourning in west but white is the color of

mourning the east. Japanese for example dont say

an explicit No its always the implicit No.

Loss of transmission and poor retention: In a series of

transmissions from one person to next the message

becomes less and less accurate.


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Poor Listening and premature evaluation:

There are many talkers but few listeners. Everyone

probably has observed entering a discussion with

comments that have no relation to topic.

This is usually to preserve there own ego or making

a good impression on other group members.

Listening demands full attention and self-discipline.

It also requires that listener avoid premature evaluation of

what other person has to say.


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Barriers in Communication

Listening without making hasty judgments can make the

whole enterprise more effective and more efficient.

Listening with empathy can reduce some of the daily

frustrations in organized in organized life and result in

better communication.

Impersonal communication: Effective communication

is more than simply transmitting information to

employees. It requires face-to-face contact in anenvironment of openness and trust. Informal gathering

without status trappings or formal authority can bring

great benefits.


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Distrust, threat and fear undermine communication. In a

climate containing these forces any message will be

viewed with skepticism.

Distrust can be the result of inconsistent behavior by the

superior or it can be due to past experiences in which

subordinate was punished for honestly reporting

unfavorable but true information to superior.


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Insufficient period for adjustment to change:

The purpose of communication is to effect change that

may seriously concern employment.

Changes effect people in different ways and it may take

time to think through the full meaning of message.

For maximum efficiency, it is important not to forcechange before people can adjust to its implications.


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Information overload: One might think that more andunrestricted information flow would help people overcome

communication problem.

Too much information might lead to disregardof

information, person getting too much mail may ignore

letters that should be answered.

If they are overwhelmed with too much people make

errorsin processing it.

Because of information overload people may delayprocessing

information.

Filteringinformation may be helpful when the most pressing

important information are handled first, but this may not be the

case.


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Other problems in communication:

Selective perception: People tend to perceive what they

expect to perceive.

Closely related to perception is the influence of attitudewhich is predisposition to act in a certain way.

Still other barriers to communicate are differences

in status and power between sender and receiver.


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Toward effective communication

This means that one of the first steps in communicating

is to clarifying the purpose of the message and making

a plan to achieve the intended end.

Manager should avoid unnecessary technical jargon

which is intelligible only to the experts in their particular

field.

Planning should not be vacuum, other people should be

consulted and encouraged to participate in it


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Toward effective communication

The tone of the voice, the choice of the language and

the congruency between what is said and how it is

said and how it is said to influence the reactions of the

receiver.

Information is transmitted without communicating since

communication is complete only when the message

is understood by the receiver. This can be understood

when the sender gets a feedback.

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