TOPIC 8

COMMUNICATION

CommunicationCommunication is:-the process of transmitting information from one person to another.a process in which a person or group evokes a shared or common meaning to another person or group.

CommunicationCommunication is a complex (not straightforward) and dynamic process.Communication is the process managers use to interact with subordinates, peers, supervisors, customers, suppliers, owners and the general public.

Effective CommunicationWhat is effective communication?The process of sending a message in such a way that the message received is as close in meaning as possible to the message intended.The message received has same meaning with the message sent

Importance of Effective CommunicationIn organization, effective communication is indeed crucial.

Communication assists managers in coordinating and integrating the work of groups within the departments so organizations goal can be achievedEffective communication lead employees to act according to command/instruction givenThrough effective communication, manager can carry out the functions of planning, organizing, leading and controlling the organizational resources to achieve the goal

What Are the Basic Functions of Management That Communication Relates to?PlanningOrganizingLeadingControlling

The Communication Process

SenderRefer to the source / originatorPeople who transmit a fact, idea, opinion and other infoMessageSet of symbols that sender transmitEncodingTo encode the meaning into a form appropriate to the situationFunction of encoding is to provide a forum in which ideas and purposes can be expressed as a message.Might take the form of words, facial expressions, gestures and even artistic expression and physical actionsChannel Appropriate communication channel or mediaIs the carrier of the message or the means by which the message is sentIncludes meetings, e-mails, memo, letters, report and telephone calls

ReceiverParty who receive the message / destinationDecodingReceiver will translates/interprets the symbolsFeedback Receivers reaction upon receiving the messageNoiseInterruption or communication dysfunction that prevent effective decodingIncludes someone coughing, vehicles passing by, air-conditioning, an interrupted phone call, e-mail misrouted or infected with a virus, etc

TYPES OF FORMAL COMMUNICATION CHANNELS IN ORGANIZATIONSVerticalDownwardUpwardLateral (Horizontal)

CHANNELS OF COMMUNICATION(Types of Communication)Formal channels

- channels officially used by organizations to transmit information within and outside the organization.Informal channels

- where the information passed between individuals and groups which can be job-related or personal in nature.

Formal Communication ChannelVerticalDownwardManagers pass the information down to all employeesi.e. policies, procedures, rules and work schedulesUpwardProvide subordinates an opportunity or means to convey information to their superiorInfo from lower level to higher leveli.e. suggestion, group meetingLateral (Horizontal)Movement or flow of information between individuals on the same level.i.e. marketing manager may require more info on financial standing and obtain the info from financial manager

Informal Communication ChannelsThe informal communication also known as grapevinegrapevine = by talking in an informal way to other people i.e. I heard on the grapevine that youre leaving. Informal flow of messages throughout an organization.Information are passed between individuals or groups which can be job-related or personalInformation travels rapidly because it reflects the interests of an individual or the group membersThe message are likely to be inaccurate Sometimes, info through grapevine can be accurate and at times inaccurate

Types of Grapevine Chains by Keith DavidSingle StrandA tells B something about the organization. B then tells it to C to D to E to and E to FUsually information that reaches G may be inaccurate. Usually information that move from one another are added, filtered and passed in the way the sender would find it interesting and juicy to convey

GossipOften use to convey information that is interesting and non-job-relatedThe news must be interesting to hearWhen Mr. A hears the news, he quickly conveys to as many people (B, C, D, E & F) such as friends, relatives, bosses

AEDCBF

ProbabilityAn individual may have some info that may not be interesting but useful to some peopleHe will only relate the info to an individual or groups who need to know and will benefit from the newsThe other people who get the news may tell others at random, or may not convey it to other

Cluster ( most dominant)The info is usually interesting, job-related and most up-to-dateA person may convey info to a few chosen individuals i.e. A to B, C and D to E, F and GThese individual then pass on the information to a few more selected individual whom they trust or from specially chosen individual who they are trying to obtain some favor

INTERPERSONAL COMMUNICATION(in formal and informal situation)Oral / SpokenWrittenNon VerbalBody language Technological (also known as electronic communication)

ORAL COMMUNICATIONAll forms of spoken informationDiscussions, face to face and telephone communicationAdvantage: give immediate feedbackPreferred by most managers

WRITTEN COMMUNICATIONLetters, memos, policy manuals, reports, forms and other written documents.Used less often than oral communication.Advantage: provides references for later use, acts as proof or evidence, as an official document for the organization.

NON-VERBAL COMMUNICATIONMessages that are non-language responsesAny communication exchange that does not use words to carry more meaning than the strict definition of the words themselvesAn understanding of non-verbal communication would help managers to communicate more effectivelyFacial expression sad, happyVoice nervousness, confidence, excitedClothing, appearance confidence, clean, messyPunctuality too late, too early, appropriateManners wiping nose, coughingGesture movement that convey some meaning

TECHNOLOGICAL COMMUNICATIONRecently, this type of communication has taken on much greater importance for managersAny communication that uses an electronic devices as the medium such as videotape, recorders, mobile phones, fax, internet, etc

Barriers to Effective Interpersonal CommunicationFilteringThe deliberate manipulation of information to make it appear more favorable to the receiverEmotionsHow a receiver feels when a message is received influences how he or she interprets it.i.e. depending on whether youre happy or upsetInformation OverloadInformation that someone has to work with exceeds his/her capacityDefensivenessWhen people feel that theyre being threatened, they tend to react in ways that reduce their ability to achieve mutual understanding i.e. verbally attacking others, questioning others motivesLanguageWords mean different things to different people (age, education and cultural are major variables that influence the language a person uses and the definitions he or she gives to the work)Jargonwords or expressions that are used by a particular profession or group of people, and are difficult for others to understand

National CultureCulture differences can affect the way a manager chooses to communicate.EthnocentrismTendency to consider ones own culture and its value as being superior to others. It is the unwillingness to understand alternative points of view and take seriously the values they representPoor ListeningWhen someone talks, the listener doesnt pay much attentionCredibility of senderHow trustworthy the sender or the source of the messageNoiseInterruptions i.e. air-conditioner, construction, machinesSemanticTwo people attach different meanings to the same wordi.e. coffee-break to employees is time to socialize; to managers is wasting time and slow down productivityi.e. increased output is a positive meaning to managers but less positive for employees

Methods to OvercomeObtain feedbackManager or individual could encourage receiver by asking questions, repeating the messageUse simple languageUsing simple language and words that care common and can easily be understood by allTechnical terms must be clearly explainedAvoid noiseOne must identify the causes or sources of noise and overcome themUnderstand verbal and nonverbal communicationsManager or individual should be able to understand booth verbal and non-verbal communication i.e. facial expression, clothing Recognize emotionsManager should be able to recognize the receivers emotions or feelings. Managers must be able to interpret the feeling behind employee's words or statementsDo not make own conclusionmanager need to listen before making any conclusion / decision and should not interrupt while its employee are conveying his/her message / story Create openness, rational and trustSubordinated may feel insecurity to share problems, therefore manager should encourage an atmosphere of openness, rational and trust

Briefly explain the primary categories of interpersonal communicational used in formal and informal situation.VERBALORAL COMMUNICATIONWRITTENNON VERBALTECHNOLOGICALBriefly discuss the different types of formal communication channels in organizations.VerticalUpwardDownwardHorizontal (Lateral)

BASIC FRAMEWORK OF Communication