2.3 Communication

Chapter 12

Effective Communication

The exchange of information between people or groups with feedback

SendorAim of Communication

Appropriate Language or Medium

Response

B

A

R

R

I

E

R

S

Feedback to Sendor

Message MessageReceiverUnderstands the message

Why is effective communication important?

Effective communication will aid motivation

Can enhance problem solving Speed of decision-making Speed of response to market changes Reduces risk of errors Effective coordination between

departments

Communication Media Oral – Allows 2-way communication

One-on-One conversationsInterviewsGroup Meetings & Team Briefings

Advantage: feedback, body language

Disadvantage: meaning unclear, no record, time intensive

Communication Media

Written – Can be referred to Letters, Memos, reports, notices,

reports, minutes of meetings, and diagrams

Advantage: great for detailed data, can be reviewed, accurate recordDisadvantage: no immediate feedback, eliminate non-verbal

communicationno evidence the message was received or

understood

Communication Media

Electronic – Speed and often combined with a written record

Internet, email, intranets, fax messages, video conferencing, mobile telephones

Advantage: speedDisadvantage: staff needs training, reduce social contact, staff may use

company time for personal communication, security issues, hard copies kept anyway, INFORMATON OVERLOAD

Communication Media

Visual – Supports oral, written, and electronic communication

Diagrams, pictures, chartsVery useful for training and marketing

Advantage: can be displayed on overhead, whiteboards, data projectors, and DVD’s

Disadvantage: Too much of a good thing – have you seen too many Powerpoints?

Communication Media

Non-Verbal Communication – Can clarify the verbal message.

Body Language, facial expressions, posture

Advantage: Can interpret non-verbal cuesDisadvantage: non-verbal communication may not be clearly

understood.

Choice of Media Importance of written record needed Advantages gained by 2-way

communication Cost Speed Quantity of data communicated Multiple methods may be needed Size and geographical spread of business

Informal Communication “Water Cooler Communication”

Damaging Useful

Wastes valuable working time

Creates a feeling of belonging

Spreads gossip and rumors

Management can use the “grapevine” to its advantage to test new ideas

Informal groups may band together to resist change

Can clarify management messages when discussed by colleagues

Barriers Failure in one of the stages of

communication Medium chosen inappropriate Receiver forgot part of the message Misleading or incomplete message Excessive use of technical language Too much information Channel of communication too long

Barriers: How to fix Select appropriate medium for message Use written form for a long or complicated

message Consider the clarity of the message

carefully Avoid using jargon when possible Highlight important messages and consider

eliminating less important information Shorter chains of communication will

reduce the risk of distortion

Barriers: By Sendor or Receiver

Poor attitudes of either the sendor or the receiver Fix: Establish trust; all staff is important

Intermediaries – those in the middle do not pass on the message or change it Fix: Keep channel short and build in feedback

Sendor has poor opinion of receiver Fix: Train and motivate staff as to the

importance of communication

Barriers: Physical Reasons

Noisy factories Fix: Physical conditions should be

appropriate for method used Geographical distance

Fix: Modern electronic methods such as email and video conferencing

HL – Formal Communication Networks

The official communication channels and routes used within an organization

Chain Network Vertical Network Wheel Network Circle Integrated or Connected

HLChain Network Communication

begins at the top and the message is passed on to the next person in the chain.

It does not encourage two-way communication

A

B

C

D

HLVertical Network

Leader has subordinates and communicates with them individually.

Is used with small departments or with a narrow span of control.

Only one-way communication.A

B C D E

HLWheel Network The leader is at the

center. There can be two-

way communication. Horizontal

communication is poor.

Can be used with a regional manager/local branches.

A

A A

A A

HLThe Circle Each person can

communicate with two others.

It is decentralized – there is no obvious leader.

Slow rate of communication.

E

D C

B

A

HLIntegrated or Connected Full two-way

communication. Typical of team “brain

storming” sessions. Is helpful with

complex problem solving when input from all members are needed.

B

C D

E

A

Effectiveness of NetworksCentralized Decentralized

Speed of learning new procedures

Fast Slow

Speed of solution with simple problems

Fast Slow

Speed of solution with complex problems

Slow Fast

Originality of ideas; brainstorming

Low High

Number of messages sent Few Many

Satisfaction/Morale Low High