EFFECTIVE COMMUNICATIONS &

INTERPERSONAL SKILLS

Chapter 29

COMMUNICATIONDefinition

Communication Process Stages

Communication in the workplace

Communication Flows

Methods of Communication

Effective Communication

Ineffective Communication

Formal Informal

BarriersOvercoming the

Barriers

Communication Patterns

Grapevine

What is communication?

Refers to the means whereby people in an org exchange information regarding the operations of the enterprise.

Not only must people be motivated to work towards to org goals, but their work must also be co-ordinated & controlled for the efficient functioning of the org.

Communication Process

Receiver

“understands”

message

Receiver

“understands”

message

Sender

has

idea

Sender

has

idea

Possible additional

feedback to

receiver

Possible additional

feedback to

receiver

Sender

encodes

message

Sender

encodes

message

Receiver

decodes

message

Receiver

decodes

message

Channel carries message

Feedback

travels to

sender

NOISE

NOISE

Communication ProcessHow may the sender encode a message?

Verbally or nonverbally. By speaking, writing, gesturing.

What kinds of channels carry messages?

Letters, email, memos, TV, telephone, voice, body. Others?

How does a receiver decode a message?

Hearing, reading, observing.

When is communication successful?

When a message is understood as the sender intended it to be.

How can a communicator provide for feedback?

Ask questions, watch responses, don’t dominate the exchange

How to ensure that information is received & understood?

Select the appropriate channel Adopt feedback Use more than one communication channel Restrict the number of communication links

in the chain Ensure clarity

Methods of Communication

Two types of organizational communication channels:

1) Formal communication channels

2) Informal communication channels

Formal Communication

Org communication establishes a pattern of formal communication channels to carry information vertically & horizontally.

The channel is the path a message follows from the sender to the receiver. There are 3 possible channels, i.e.

1.Upward – feedback from employees to management

Formal Communication

2. Downward – superior to subordinate communication. It serves 5 general purposes:

1. To give specific task directives about job instructions

2. To give information about org procedures

3. To provide information about the rationale of the job

4. To tell sub-ordinates about their performance

5. To provide ideological type information to facilitate the indoctrination of goals.

Formal Communication

3. Horizontal – refers to communication between people or groups at the same level in the org. 4 important reasons for lateral communication:

1. Task co-ordination

2. Problem-solving

3. Information sharing

4. Conflict resolution

Informal Communication

Several types of informal communication channels, exist. These include:

• Grapevine

• Rumour

• Gossip

Grapevine

• Refers to the network of social relations that arises spontaneously as people associate with each other. Grapevine activity is likely to flourish when:

1. There is lack of information about a situation & people try to fill the gaps as best they can

2. There is insecurity in the situation3. There is personal interest in the situation4. There is personal animosity in a situation & people

seek to gain advantage by spreading rumours.5. There is new information that people try to spread

quickly.

Informal Communication

Rumour – this message is transmitted over the grapevine & is not based on official information. Poor employee communications are a fertile breeding ground for unfounded rumours.

Gossip – refers to idle talk which can be hurtful and malicious. It can have a positive side: can be a morale booster, a socializing force that spells out group norms.

Ineffective Communication

Reasons for ineffective communication include:– Information overload / underload– The need to reinforce our beliefs– Perception of the sender

– Poor or inadequate control– Faulty coordination

Lack of downward communication could lead to:

Poor awareness of corporate objectives Poor understanding of working instructions Poor morale

Lack of upward communication could lead to:

Early warning of troubled areas is not received

Benefit of creative ability in subordinates is lost

Participation of subordinates is limited Need for change is not appreciated Control becomes difficult Introduction of change is difficult

Lack of lateral communication often leads to:

– Divisions in management teams

– Lack of co-ordination

– Rivalry between sections & departments

– Lack of advice & involvement by staff specialists

The importance of effective communication

To the manager

– Management decision-making

– Inter-departmental co-ordination

– Individual motivation & effectiveness

The importance of effective communication

Without formal communication systems, managers would not be able to:– Give instructions– Give or receive information– Exchange ideas– Announce plans or strategies– Compare actual results against budget– Communicate about structure or the org & job

descriptions

The attributes of effective communication

– Timely

– Accurate, complete and to the point

– Directed to the right people– Understandable

Barriers to effective communication

Omission or distortion of information by the sender

Misunderstandings due to lack of clarity of the jargon and abbreviation used

Non-verbal signals that contradict the verbal message

Overload of information Social, ethnic or educational background

differences Selective hearing Poor communication skills

Effective communication

Barriers to effective communication Ways to overcome the barriers

•Different cultures and languages•Noise and distortion•Information overload•Assumptions and prejudice•Conflict between individuals

•Provide training on cultural awareness•Choose the most effective communication channel•Prioritise and focus•Be open minded•Rise above the differences

Improving communication

Encourage more downward communication

Encourage more open lateral communication

Improve communication skills of managers & employees

Create & reinforce a culture of communication

Address specific communication blockages

Communication patterns

Methods of communication can be grouped into 4 classes:

– Oral methods

– Written methods

– Visual methods

– Electronic methods

Communication patterns

The pattern of communication that exists between group members is described as a wheel, a chain, or all-channel.

Centralized networks, chain, wheel & Y, group members had to go thro’ a person located in a central position in the network in order to communicate with others.

In de-centralized networks, circle & all-channel information could flow freely between members without having to go thro’ a central person.

Communication patterns

All-Channel

Wheel

Chain

Circle

Y

Leavitt’s experiment

Each member of a group of five people had to solve a problem and each had an essential piece of information.

Only written communication, channeled according to one of the four patterns described above, was allowed. The finding are tabulated below.

A direct trade-off between speed and job satisfaction is evident.

Leavitt’s experiment

Wheel Y Chain Circle

Speed of problem solving

Fastest 2nd fastest 3rd fastest Slowest

Leader C CC (less so than wheel and Y)

None emerged

Job satisfaction

lowest 3rd highest 2nd highest Highest (?)

Communication patterns

The wheel is always the quickest way to reach a conclusion & the circle is the slowest.

For complex problems, the all-channel is the most likely process to reach the best decision

The level of satisfaction for individuals is the lowest in the circle, fairly high in the all-channel, & mixed in the wheel, with the central figures expressing greater satisfaction, & the rest feeling isolated.

Under time pressure, the all-channel system either restructures to become a wheel, or disintegrates

Importance of non-verbal communication

The hidden messages in face-to-face communication can be a common cause for communication breakdown, as they cause decoding problems.

Observe others. Notice the signs of boredom, disagreement,

support, interest. Picking up these signals will help you

improve your own communication skills.

Non-verbal cues

Facial expression Gesture Posture and orientation Proximity and contact Movement and stillness Silence and sounds Appearance and grooming Response to norms and expectations