Chapter

Communication

Definition of Communication

 Communication is the process by which information is transmitted between individuals

and/or organization so that an understanding response results.
 Communication is the sharing of information between two or more individuals or groups
to reach a common understanding.

Communication Process:

In the communication process, information flows from sender to receiver. It is the process by
which a source sends a message to a receiver by means of a channel to produce a response
(effect), in accordance with the intention of the source (feedback).

 Communication consists of two Phases:

1. Transmission Phase: Information is shared by 2 or more people.
2. Feedback phase: a common understanding is assured.

Transmission Phase

Message Encoding Medium Decoding

Sender Noise Receiver

Encoding Message
Decoding Medium

Feedback Phase
Figure-Communication Process

Sender:
- Sender is the person who initiates a message.
- Communication start with the sender who wants to share information.
- Sender must decide on a message to share
- Sender also puts the message into symbols or language, a process called encoding.

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Message

- The Message is a key idea that the sender wants to communicate.

- Message are transmitted over a medium to a receiver.

Encoding:
- Encoding means converting or translating the idea into perceivable form that can be
communicated to others.
- It is the process of putting thoughts and ideas of the message into symbolic form.

- Encoding of message can be done verbally or non-verbally.

 Verbal: Spoken or written communication
 Non-verbal: facial gestures, body language, dress etc.

Medium:
- Pathway the message is transmitted on.
- It is means of exchanging/transmitting the message.
- It can be letter, e-mail, telephone etc.

Decoding
- Decoding allows the receiver to understand the message.
- Decoding is the process by which the receiver interprets the message and translates it into
meaningful information.

Receiver
- person getting the message.
- Receiver decodes the massage and received.

 Feedback is started by receiver and states that the message is understood or that it must be
re-sent.
 Noise refers distraction and interference in the environment in which communication takes
place, simply anything harming the communication process is called noise.

Relationship between message richness and choice of media.

Information richness:
- The amount of information that a communication medium can carry
- The extent to which the medium enables the sender and receiver to reach a common
understanding.
Choice of Communication medium is based on Information richness.

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 Fig. Information Richness & Media type

1. Face-to-Face: highest information richness.

- Can take advantage of verbal and nonverbal signals.
- Provides for instant feedback.
- Management by wandering around takes advantage of this with informal talks to workers.
- Video conferences provide much of this richness and reduce travel costs and meeting
times.

2. Verbal Communication electronically transmitted: has next highest richness.

- Telephone conversations are information rich with tone of voice, sender’s emphasis, and
quick feedback, but provide no visual nonverbal cues.

3. Personally Addressed Written Communication: lower richness than the verbal forms, but
still is directed at a given person.
- Personal addressing helps ensure receiver reads it.
- Letters and e-mail are common forms.
- Cannot provide instant feedback to sender but can get feedback later.
- Excellent for complex messages needing follow-up.
4. Impersonal Written Communication: has lowest richness.
- Good for messages to many receivers. Little feedback is expected.
- Newsletters, reports are examples.

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Communication Networks
- The pathways along which information flows in groups and teams and throughout the
organization.
- Type of communication network depends on:
 The nature of the group’s tasks,
 The extent to which group members need to communicate with each other to
achieve group goals.

Communication Networks in Groups & Teams

1. Wheel Information flow to and from one central

Network member.

2. Chain Members communicate with people next to

Network: them in sequence.

Wheel and Chain networks provide for little interaction.

3 Circle members communicate with others close to
Network them in terms of expertise, office location, etc.

4 All- found in teams, with high levels of

Channel communications between each member and all
Network: others.

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Communication Skills for Managers as Senders

 Send clear and complete messages.

 Encode messages in symbols the receiver understands.
 Select a medium appropriate for the message AND monitored by the receiver.
 Avoid filtering (holding back information) and distortion as the message passes through
other workers.
 Ensure a feedback mechanism is included in the message.
 Provide accurate information to avoid rumors.
Communication Skills for Managers as Receivers

 Pay Attention to what is sent as a message.

 Be a good listener: don’t interrupt.
o Ask questions to clarify your understanding.
 Be empathetic: try to understand what the sender feels.
 Understand linguistic styles: different people speak differently.
o Speed, tone, pausing all impact communication.
o This is particularly true across cultures.
o Managers should expect and plan for this.

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