Communication

Meaning:
Communication is the art of transmitting
information, ideas and attitudes from one person
to another.
Some Definition:
“Communication is an exchange of facts, ideas,
opinion, emotion by two or more persons.”
-Newman and Summer
“Communication is the process by which
information is transmitted between individuals
and/or organisation so that an understanding
response results.”
-Peter Little
 Communication means a medium
 Communication, also, means
interactions
 communication is a process of
developing relationships
The Evolution of Communication
 Speech shaped the Nomadic Era and the
formation of small groups and camps.
 Writing emerged in the Agricultural Age
and made large-scale hierarchies possible.
 Printing spread specialized knowledge in
the bureaucratic Industrial Age.
 In the information age era of the Network
Age, electronic media have shrunk the
planet to “global village”.
 Words written, &/or
spoken

Words account for 7% of

communication while the norms of
delivery (volume, pitch, rhythm, tone,
etc.) accounts for approx. 38%......
This means that the:
Perceived Attitude= 55% facial
expressions + 38% paralanguage +
7% verbal……
 Verbal
communication

INTERNAL EXTERNAL
INTERNAL COMMUNICATION

INTRA-
PERSONAL INTERPERSONAL

EXTRA-
Bye, bye..
PERSONAL
useless
computer
EXTERNAL COMMUNICATION

PEOPLE OUTSIDE
THE ORGANIZATION

TELEPHONIC
Think before you speak

Optimum listening conditions

Speak clearly

Be precise and brief

Be honest

Watch your tone….

 Informal communication
 It is the pattern of communication based
on friendships, shared personal or career
interest and proximity between workers…
 Basically used to confirm formal
messages…
 To fill the gaps if any left by incomplete
formal messages…
 This is the fastest communication network
and less time-consuming….
 GRAPEVINE~an integral
part of informal
communication
 GRAPEVINE arises from social
interactions,it is as
flexible, dynamic and varied as
people are…
 Every organization has an active
rumour mill working….
 Grapevine is often looked down
upon….but in normal business
situations between 75%-95% of
grapevine information is correct..
 Bosses who chose not to pay
attention to grapevine have 50% less
credible information than those who
 TYPES OF GRAPEVINE CHAIN
o SINGLE

STRAND
o PROBABILITY
Y
CHAIN

D o GOSSIP D C
A
G
CHAIN
K
E
C F
E G H
I
B J o CLUSTER
B C
D CHAIN
D
C F
H G
A G

A
F
B
 THE DARK AND THE BRIGHT
SIDE OF GRAPEVINE
MERITS DEMERITS
 SPEEDY CONTRADICTED
TRANSMISSION NO CLEAR VIEW
 FEEDBACK VALUE DISTORTS THE
 PSYCHOLOGICAL INFORMATION
SATISFACTION DAMAGES THE
 SUPPORT TO OTHER REPUTATION
CHANNELS
 Nonverbal communication is the
body language, color, smell, or
contact eyes.
 Facial expression
 Eye contact.
 Paralanguage.
 Posture
 Gesture
 Silence.
 Clothing.
 Facial expressions usually
communicate emotions.
The expressions tell the
attitudes of the
communicator.
 Eye contact is the most obvious way
you communicate. When you are
looking at the other person, you show
interest. When you fail to make eye
contact, you give the impression that the
other person is of no importance.
Maintain eye contact about 60% of the
time in order to look interested, but not
aggressive.
 Paralanguage
(sometimes called
vocalics) is the study of Examples:
nonverbal cues of the
voice. Various acoustic  Loudness indicates strength
properties of speech in
such as tone, pitch and
accent, collectively Arabic cultures, indicates
known as prosody, can confidence and authority to
all give off nonverbal the Germans and softness
cues.
indicates weakness; But it is
opposite to Asian culture.
 Posture is defined as the relative
position or attitude of the body at any
one period of time. Correct posture is
the position in which minimal stress is
applied to your joints. Very often
painful conditions of the spine and
extremities can originate in areas of
high stress often precipitated by faulty
postures and musculoskeletal
imbalances.
 A gesture is a form of non-
verbal communication made
with a part of the body, used
instead of or in combination
with verbal communication. The
language of gesture allows
individuals to express a variety
of feelings and thoughts, from
contempt and hostility to
approval and affection.
 Silence can communicate

 – Agreement.
 – Disagreement.
 – Confusion.
 – Respect.
 – Sadness.
 – Thoughtfulness, or
any number of
meanings.
 CLOTHINGS
 Clothing can reflect cultural
heritage.
 Example:
– Traditional clothing of
Gambia
 • Clothing can reflect
subgroup
identity.
 Example:
– US Army Combat
Uniform.
• Spray and Pray:
• Organizational equivalent of a large lecture session.
Managers assume “more is better”.
2. Tell and Sell:
Restricted set of messages conveyed.
Importance and relevance of message explained.
• Underscore and Explore:
• It is a two-way strategy-----Receivers actively participate.
• Organizations’ priorities are included and justification is offered.
Employee feedback is appreciated.
4. Identify and Reply:
• A reactive or defensive strategy.
• Employees about prior communications are central focus here.
Employees essentially drive the process .

5. Withhold and Uphold:

• Information is viewed as power---- restricted $ rationed.
• People are told as, and when the organization thinks its necessary

for them to know.

Communication High Underscore $ Explore
Effectiveness

Tell $ Sell Identify and Reply

Withhold $ Uphold
Low Spray $ Pray
Great Little

Amount of information transmitted

Barriers to communication can occur if the recipient
has failed to convey the meaning or / and the
importance of the message.
1. Sender breakdown – too much information is being sent, so
the recipient misses key points. Also, language can be difficult to
understand, as it can be too complex.

2. Method breakdown – when information is very detailed or

complicated, then written instructions are better than messages
which can be misinterpreted.

3. Recipient breakdown – the recipient deliberately makes a

choice to misinterpret the message because of their attitude to either
the sender to the message at hand.
 Other problems with communication could be:

Long chain of command.

Language - complex, and hard to understand.

Vague purpose – not detailed enough, more explanation required

Inappropriate medium
(method used, e.g. written, electronically etc).

Red tape – message gets passed on to many

different people before finally reaching the recipient
making the process too long and the message
changing. Also, actions can be delayed as a result of
a late arrival of the message.
Status of two parties – can be intimidated
by the other person’s status because of their
gender, age etc.

Location – distance of recipient or where message has to reach.

Distraction – Communication channels
breaking up.
 Traditional
Pyramid

Hourglass Cluster
Virtual
# The greatest difference between conventional teams, and
virtual teams is in their “LINKS”

# Virtual teams work across space, time, and

organizational boundaries, with links strengthened by
webs of communication technology.

# Electronic media are dissolving the historic connection

between physical place and social place.