Communicating

Person A (Sender)
1. Intended Meaning 2. Encoding

Person B (Receiver)
4. Decoding 5. Perceived meaning

3. Communication channel

One way Communication- a process in which from the sender to the receiver information flows in only one direction with no feed back loop.
Two way Communication- a process in which information flows in two directions-the receiver provides feedback, and the sender is receptive to the feedback.

In the encoding stage, words can be misused, decimal points entered in the wrong places, facts left out, or ambiguous phrases inserted. In the transmission stage, a memo may get lost on cluttered desk, the words on the screen could be too small to read from the back room, or words might be spoken with ambiguous inflections In the decoding stage, problems arise when the receiver doesnt listen carefully or reads too quickly and overlooks a key point.

In the perceptual process, as peoples self-interested motives and attitudes toward the sender and toward the message create biased interpretations. In the filtering process, when employees give unwarranted compliments rather than honest criticism

Oral Communication-includes face-to-face discussion, telephone conversations and formal presentations and speeches Written Communication-includes e-mail, memos, letters, reports, computer files and other written documents

Electronic Media- include teleconferencing, instant messaging, text messaging, blogging

Advantages of Oral Communication

Questions can be asked and answered Feedback is immediate and direct Receiver(s) can sense the senders sincerity or lack thereof It is more persuasive and sometimes less expensive than written Disadvantages of Oral Communication

it can lead to spontaneous, ill-considered statements There is no permanent record of such communication

Advantages of Written Communication

the message can be revised several times It is a permanent record that can be saved The message stays the same even if relayed to many people The receiver has more time to analyze the message Disadvantages of Written Communication

The sender has no control over where, when or if the message is read The sender does not receive immediate feedback The receiver may not understand parts of the message The message must be longer to contain enough information to answer anticipated questions

Advantages of Electronic Media

sharing of more information and the speed and efficiency in delivering routine messages to large numbers of people across vast geographic areas Can reduce time and expenses devoted to travelling, photocopying, and mailing

Disadvantages of Electronic Media

difficulty in solving complex problems that require more extended, face to face interaction and the ability to pick up subtle, nonverbal, or inflectional clues about the communicator is thinking or conveying

Disadvantages of Electronic Media

In online bargaining, negotiators distrust one another more than in face to face negotiations E-mail is less suitable for confidential information, resolving conflicts, or negotiating Impersonal forms of communication cause hurt feelings E-mail can also leak sensitive information Sometimes it causes flaming The lack of nonverbal cues can result in kidding remarks being taken seriously, causing resentment and regret Different people sometimes different working units latch onto different channels as their medium of choice. Electronic messages sometimes are monitored or seen inadvertently by those for whom they are not intended

The Virtual Office it is a mobile office in which people can work anywhere as long as they have the tools to communicate to customers and colleagues. Advantages:

Saves money on rentals and utilities It also gives employees access to whatever information they need from the company , whether they are in meeting, visiting a client or working from home Hiring and retaining talented people is easier because virtual offices support scheduling flexibility

Disadvantages:

Some people hate to work at home Long hours of being constantly close to the technical tools of work can cause burnout Direct supervision at office is necessary to maintain the quality of work, especially when employees are inexperienced and need guidance It requires changes in human beings and presents technical challenges

Media Richness -the degree to which a communication channel conveys information

Richer Medium

Less Rich Medium

more personal than technological, provide quick feedback, allows lots of descriptive language, and send different types of cues, difficult and unusual messages are sent here

Least Rich Medium

simple and routine messages like e-mails are sent here

office memos

Multiple Media

used for important messages that you want to ensure people attend to and understand

Nonverbal Skills Nonverbal messages can support or undermine the stated message Negative nonverbal signals that express warmth, respect, concern, a feeling of equality and willingness to listen. Negative nonverbal signals show coolness, disrespect, lack of interest and a feeling of superiority Some Positive nonverbal signals: Using time appropriately Make your office arrangement conducive to open communication Remember your body language. Facial expression and tone of voice can account for 90% of the communication between two people

Presentation and Persuasion Skills

Persuasion is the process of learning from each other and negotiating a shared solution Persuasive speakers are authentic The most powerful and persuasive messages are simple and informative Writing Skills Effective writing is more than correct spelling, punctuation and grammar. Good writing above all requires clear, logical thinking Language Use Word choice can enhance or interfere with communication effectiveness

Listening Skills In a demanding work environment, managers need excellent listening skills A good manager respect everyone and their story and then decide how to respond Listening begins with personal contact Listening and learning from others are even more important for innovation than for routine work Reading Skills Read memos and email as soon as possible, before its too late too respond Read important messages, documents and passages slowly and carefully Dont limit your reading to items about your particular job skill or technical expertise; read materials that fall outside your immediate concerns

Observing Skills Effective communicators are also capable of observing and interpreting nonverbal communications Deceitful communicators tend to maintain less eye contact, make either more or fewer body movements than usual and smile either too much or too little Careful observation can help manager develop deep understanding of current operations, future prospects and ideas for how to fully exploit capabilities Accurately interpret what you observe

Downward Communication Upward Communication Horizontal Communication Informal Communication

Downward Communication is the flow of information from higher to lower levels in the organizations hierarchy
Problems encountered in the downward communication: Information overload Lack of openness between managers and employees Filtering- as messages are communicated downward through many organizational levels, much information is lost

100% Board 63% Vice president 56% General Managers 40% Plant Managers 30% Supervisors 20% Workers

0% Loss 37% Loss 44% Loss 60% Loss 70% Loss 80% Loss

Coaching a dialogue with a goal of helping another be more effective and achieve his or her full potential on the job
It is far more than an occasion for highlighting poor performance, delivering reprimands, or giving advice. Good coaching requires achieving real understanding of the problem, the person, and the situation; jointly generating ideas for what to do; and encouraging the person to improve.

Downward Communication in difficult times can be particularly valuable. During corporate mergers and acquisitions, full communication not only helped employees survive this period but also served a symbolic value by signaling care and concern for employees.

Open-Book management a practice of sharing with employees at all levels of the organization vital information previously meant for management s eye only Upward Communication- the information that flows from lower to higher ranks in the hierarchy Importance of adequate upward communication:
Management gains a more accurate picture of subordinates work, accomplishments, problems, plans, attitudes and ideas. Employees gain from the opportunity to communicate upward Effective upward communication facilitates downward communication as good listening becomes a two-way street

Managers, like their subordinates, are bombarded with information and may neglect or miss information from below Some employees are not always open with their bosses People tend to share only good news with their bosses and supress bad news

Common problems in Upward Communication:

Horizontal Communication information shared among people in the same hierarchical level
Functions of horizontal communication:
It allows sharing of information, coordination, and problem solving units It helps solve conflicts

Functions of horizontal communication:

By allowing interaction among peers, it provides social and emotional support to people

Informal Communication is an unofficial information transmitted within the organization

Grapevine- is the social network of informal communications How to Manage the Grapevine: Talk to the key people Prevent rumors from starting Neutralize rumors once they have started

Boundarylessness is an organization in which no barriers to information flow exist It implies information available as needed moving quickly and easily enough so that the organization functions far better as a whole than as a separate parts Boundaryless organizations intentionally create dialogue across boundaries, turning barriers into permeable membranes

THANK YOU