HND – 7. Communication

Lim Sei Kee @ cK

The transference and understanding of meaning.

Communication Functions:◦ Control member behavior◦ Foster motivation for what is to be done◦ Provide a release for emotional expression◦ Provide information needed to make decisions

Communication

The steps between a source and a receiver that result in the transference and understanding of meaning.

Key parts –1. The sender2. Encoding3. The message4. The channel5. Decoding the receiver6. Noise7. Feedback

Communication process

The Communication Process

Communication Channels Channel

◦ The medium selected by the sender through which the message travels to the receiver

Types of Channels◦ Formal Channels

Are established by the organization and transmit messages that are related to the professional activities of members

◦ Informal Channels Used to transmit personal or social messages in the

organization. These informal channels are spontaneous and emerge as a response to individual choices

Downward – flows from one level of a group or organization to a lower level

Upward – flows to a higher level in the group or organization

Lateral – takes place among members of the same work group, among members of work groups at the same level, among managers at the same level

Direction of communication

Direction of Communication

CEO

VP

Mgr Mgr

VP

Mgr Mgr

DOWNWARD

UPWARD

LATERAL

Oral Communication Written communication Nonverbal communication

Interpersonal communication

Speeches, formal one-on-one and group discussion, informal rumor, grapevine

Advantages - • Speed & feedback Response received in a minimal amount of time If unsure, rapid feedback allows for early

detection by sender encouraging morale among organizational

employees. best used to transfer private and confidential

information/matter

Oral communication

Relying only on oral communication may not be sufficient

Oral communication is less authentic than written communication as they are informal

Oral communication is time-saving, but in case of meetings, long speeches consume lot of time and are unproductive at times.

Oral communications are not easy to maintain and thus they are unsteady.

There may be misunderstandings as the information is not complete and may lack essentials.

Disadvantages - oral communication

Memos, letters, fax, email, instant messaging, notices, bulletin

AdvantagesTangible and verifiableRecord of communicationAvailable for future referencesFor lengthy and complex communicationWell thought, logical and clearThere is a lesser chance for the message to

be misunderstood

Written communication

Disadvantages of written communication-

Time consumingPeople may not always read themNo immediate feedback

A glance, a stare, a smile, a frown – body movement, the intonations, facial expressions and the physical distance between sender and receiver

◦ Advantages: Supports other communications and provides observable

expression of emotions and feelings.◦ Disadvantage: Misperception of body language or gestures can influence

receiver’s interpretation of message

Nonverbal communication

Interpersonal Communication Oral Communication

◦ Advantages: Speed and feedback◦ Disadvantage: Distortion of the message

Written Communication◦ Advantages: Tangible and verifiable◦ Disadvantages: Time-consuming and lacks feedback

Nonverbal Communication◦ Advantages: Supports other communications and provides

observable expression of emotions and feelings◦ Disadvantage: Misperception of body language or gestures

can influence receiver’s interpretation of message

Formal small-group networks Grapevine Computer-Aided communication

Organizational communication

Chain – rigidly follows the formal chain of command

Wheel – relies on a central figure to act as the conduit for all the group’s communication

All-channel – permits all group members to actively communicate with each other

Formal small-group networks

NETWORKS

CRITERIA CHAIN WHEEL ALL CHANNEL

Speed Moderate Fast Fast

Accuracy High High Moderate

Emergence of a leader Moderate High None

Member satisfaction Moderate Low High

Small-group networks and effectiveness criteria

Common Formal Small-Group Networks

Grapevine The organization’s informal communication

network

Grapevine Characteristics◦ Informal, not controlled by management.◦ Perceived by most employees as being more

believable and reliable than formal communications.◦ Largely used to serve the self-interests of those who

use it.

Advantages- creates a social bond The grapevine fills in a gap that is left when official

information is missing

Disadvantages-◦ information that gets spread through the grapevine is not

verified◦ used to spread more than rumors; it's used to spread

gossip◦ people's reputations, careers, and lives can get destroyed

E-Mail Advantages: quickly written, sent, and stored; low cost

for distribution. Disadvantages: information overload, lack of emotional

content, cold and impersonal.

Instant messaging Advantage: “real time” e-mail transmitted straight to the

receiver’s desktop. Disadvantage: can be intrusive and distracting.

Computer-aided communication

Emoticons: Showing Emotion in E-Mail

Intranet

◦ A private organization-wide information network.

Extranet

◦ An information network connecting employees with external suppliers, customers, and strategic partners.

Videoconferencing

◦ An extension of an intranet or extranet that permits face-to-face virtual meetings via video links.

The amount of information that can be transmitted during a communication episode

Channel richness

Choosing the Best Communication Channel: Media Richness

The channel’s data-carrying capacity needs to be aligned with the communication activity

High richness when channel:1. conveys multiple cues 2. allows timely feedback 3. allows customized message 4. permits complex symbols

Filtering - A sender’s manipulation of information so that it will be seen more favorably by the receiver

Selective perception - People selectively interpret what they see on the basis of their interests, background, experience, and attitudes

Information overload - A condition in which information inflow exceeds an individual’s processing capacity

Barriers to effective communication

Emotions - How a receiver feels at the time a message is received will influence how the message is interpreted

Language - Words have different meanings to different people

Communication Apprehension - Undue tension and anxiety about oral communication, written communication, or both

Barriers to effective communication

Barriers to effective communication Gender Differences

◦ Men tend to talk to emphasize status while women talk to create connections

“Politically Correct”◦ So concerned with being inoffensive that meaning

and simplicity are lost◦ Free expression is in a weak position

CNN: “foreigner” is not allowed – “international” Little people prefer “little people” instead of midgets

Cross-Cultural Communication

Cultural Barriers◦ Barriers caused by semantics◦ Barriers caused by word connotations◦ Barriers caused by tone differences◦ Barriers caused by differences among

perceptions

Cultural Guide◦ Assume differences until similarity is proven.◦ Emphasize description rather than interpretation or

evaluation.◦ Practice empathy. ◦ Treat your interpretations as a working hypothesis.

Cross-Cultural Communication