HND – 7. CommunicationLim Sei Kee @ cK

Communication 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 process

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

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

Direction of communication 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

CEO

VP

Mgr Mgr

VP

Mgr Mgr

DOWNWARD

UPWARD

LATERAL

Interpersonal communication Oral Communication Written communication Nonverbal communication

Oral 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

Disadvantages - oral communication

Relying only on oral communication may not be sufficient

Oral communication is less authentic than written communication

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.

Written 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

Disadvantages of written communication-Time consumingPeople may not always read themNo immediate feedback

Nonverbal Communication

Body Movement Unconscious motions that provide meaning

Intonations and Voice Emphasis The way something is said can change meaning

Facial Expressions Show emotion

Physical Distance between Sender and Receiver Can express interest or status

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

Organizational communication Formal small-group networks Grapevine Computer-Aided communication

Formal small-group networks

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

Common 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

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.

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

Computer-aided communication: E-mail E-mail

Advantages: quickly written, sent, and stored; low cost for distribution

Disadvantages: ▪ Messages are easily and commonly misinterpreted▪ Not appropriate for sending negative messages▪ Overused and overloading readers▪ Difficult to “get” emotional state understood – emoticons▪ Non-private: e-mail is often monitored and may be

forwarded to anyone

Computer-aided communication: Instant/Text MessagingForms of “real time” communication of short messages that often use portable communication devices. Fast and inexpensive means of communication Can be intrusive and distracting Easily “hacked” with weak security Can be seen as too informal

Instant Messaging Immediate e-mail sent to receiver’s desktop or deviceText Messages Short messages typically sent to cell phones or other

handheld devices

Computer-aided communication: Instant/Text Messaging: Networking Software

Linked systems organically spread throughout the nation and world that can be accessed by a PC

Includes: Social networks like MySpace® and Facebook®

Corporate networks such as IBM’s BluePages® Key Points:

These are public spaces – anyone can see what you post

Can be used for job application screening Avoid “overstimulating” your contacts

Computer-aided communication:Blogs & Videoconferencing

Blogs: Web sites about a single person (or entity) that are typically updated daily A popular, but potentially dangerous activity:▪ Employees may post harmful information ▪ Such comments may be cause for dismissal▪ Can be against company policy to post in a blog during company

time and on company equipment/connections

Videoconferencing: uses live audio and video Internet streaming to create virtual meetings Now uses inexpensive webcams and laptops in place of

formal videoconferencing rooms

Channel richness The amount of information that can be

transmitted during a communication episode

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

Barriers to effective communication

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

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

Barriers to effective 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.

Presentation Q

Define communication. Why is it important?

Contrast between oral communication, written communication and nonverbal communication.

What is grapevine? Summarize barriers to effective

communication and how to overcome them.