Communication

Sources of Distortion

Definition The process of transmitting information from one person to another. The Communication Process will help you to: Identify the messages that need to be sent Determine your target audience for communication Decide on your message format and timing Draft your message and gain approval where required Communicate your message, through communications events Gather feedback and improve your communication processes

Characteristics of a useful Information :1. Accuracy 2. Timely 3. Relevancy 4. Complete

Functions of Communication

Controls Motivation Emotional Expression Information

Communication Process

The Communication Process The goal of communication is to convey informationand the understanding of that informationfrom one person or group to another person or group. This communication process is divided into three basic components: A sender transmits a message through a channel to the receiver. The sender first develops an idea, which is composed into a message and then transmitted to the other party, who interprets the message and receives meaning. Information theorists have added somewhat more complicated language. Developing a message is known as encoding. Interpreting the message is referred to as decoding.

The other important feature is the feedback cycle. When two people interact, communication is rarely one-way only. When a person receives a message, she responds to it by giving a reply.

Downward communication Higher designation to lower designation. Ex. Boss ordered his worker. Here effect of this type of communication is very much than upward communication. Upward communication Lower designation to higher designation. Ex. Worker request to his boss. Lateral/ Horizontal communication. Found among members working at the same level. Ex. Peer group. Most effective form of communication. Barrier of subordinates or boss is not present here. Diagonal communication The path is mixture of vertical and horizontal movement. In large communications various departments need communication support from each other.

Forms of Communication in Organizations 1. Interpersonal Communication Oral / Verbal Communication Promotes feedback Interchange through facial expressions, body language , gestures requires little preparation

Written Communication It inhibits immediate feedback Faster way of communication often accurate sender can revise and redraft before sending Receiver can read it several times before replying provides a written record

Communication Networks 2. Communication in networks and Work Teams Wheel - one to one with the leader in a group Y -information coming from 2 different people and then is passed on like a chain. Accuracy in this network is high due to this. Chain - strict hierarchy Circle- interacts only with the person on his/ her left or right All channels - all group members communicate actively

Factors Speed Accuracy

Wheel Fast Good

Y Moderate High Fast

Chain

Circle Slow Poor

All Channel Fast Moderate

Good

Emergence of Leadership
Satisfaction

Very Pronounced
Low

Moderate

Marked

None

None

Moderate

Moderate

High

High

Forms of Communication in Organizations

3. -

Organizational Communication Vertical Communication usually along formal reporting lines Upward Communication Downward Communication

Horizontal Communication

4.

Electronic Communication Formal Information systems Personal Electronic Technology

Informal Communication

1.

The Grapevine Gossip Chain one person tells many Cluster Chain- one person tells only a few

2.

MWA Management by Wandering Around

3.

Non Verbal communication Image Setting Body language

Non-verbal communication Through signs & symbols. Non-verbal can go without verbal communication. Verbal cant go without non-verbal communication.

Non Verbal Positive behaviors Allow Silence Eye Contact Touch

Non Verbal Negative behaviors False Reassurance Giving advice False inferences Moralizing Value Judgement Big Jargons

Managing Organizational Communication

Barriers to Effective Communication

Individual barriers Noise Perception Language Ambiguity Filtering the more vertical levels, high filtering, not objective information. Senders manipulation of information so that it will be seen more favorably by the receiver Selective Perception receivers see and hear based on their needs, motivation, experience, background Defensiveness Language age, education and cultural background Personal barriers Physical barriers

Organizational Barriers Semantic barriers Feeling of being superior Location problems Mergers and acquisitions * The meaning of a word are not in the words, they are in us

Managing Organizational Communication

Improving Communication Effectiveness

Individual Skills trained to be effective listeners, giving proper feedback, diction, synonyms of words, taught to be sensitive to messages Making eye contact

Organizational Skills regularizing follow up, information flow, understanding the richness of different media, responding on receiving of any mail,

Choice of Communication Channel Heirarchy of Channel Richness

Channel Richness
Richest

Type of Message
Non routine, ambiguous

Information Medium

Face to Face talk Telephone Electronic mail

Memos, Letters
Flyers, bulletins & reports Leanest Routine, clear

Effective Listening

Make Eye Contact Exhibit affirmative head nods and appropriate facial expressions Avoid distracting actions or gestures Ask questions Paraphrase Avoid interrupting the speaker Dont over talk Make smooth transitions between the roles of speaker and listener

Common Factors for Effectiveness The CEO must be committed to the importance of Communication Managers Match Actions and Words Commitment to Two Way Communication Emphasis on Face to Face Communication Shared Responsibility for Employee Communication Shared Responsibility for Employee Communications Dealing with Bad News The Message is shaped for its Intended Audience Treat Communication as an ongoing Process Managers convey the rationale underlying decisions Timeliness is Vital Communicate Continuously Link the Big Picture with the Little Picture Dont dictate the way people should feel about the news

Current Issues in Communication

Communication Barriers between Women and Men Politically Correct Communication Cross Cultural Communication Electronic Communications Electronic mail Telecommuting Virtual offices