Promoting Effective Communication Chapter Sixteen Promoting Effective Communication

Communication and Management The sharing of information between two or more individuals or groups to reach a common understanding. Communication is the act of sharing information between two or more individuals or groups to reach common understanding. It is critical to remember that communication is a human endeavor regardless if the information is sent using modern day technology. Also communication does not take place unless a common understanding is reached.

The Communication Process Sender – person wishing to share information with some other person Message – what information to communicate Encoding – sender translates the message into symbols or language Noise – refers to anything that hampers any stage of the communication process We often forget that the communication process is quite complex. Communication consists of two phases. The first phase is referred to as the transmission phase. In this phase information is shared between two or more individual groups. In the feedback phase, a common understanding is assured. The transmission phase involves the sender, a message and the encoding process. This sharing of information can be damaged by noise which is anything that hampers any stage of the communication process. 3

The Communication Process Receiver – person or group for which the message is intended Medium – pathway through which an encoded message is transmitted to a receiver Decoding - critical point where the receiver interprets and tries to make sense of the message The feedback stage involves several parts. First there is the receiver of the information, the person or groups for which the message is intended. Next one must consider the medium or the pathway through which the information travels. The final stage of the communication process is the decoding process. This process can also be impacted by noise which may skew the intended message. 4

Verbal & Nonverbal Communication The encoding of messages into words, either written or spoken Nonverbal The encoding of messages by means of facial expressions, body language, and styles of dress. Not all communication is in a verbal or written format. Often we encode messages without using written or spoken language. Nonverbal communication shares information by means of facial expressions, body language and even style of dress. For example, top management at many companies shun business suits in favor of slacks and sport coats in an effort to signal a more open and relaxed business environment. 5

The Role of Perception in Communication process through which people select, organize, and interpret sensory input to give meaning and order to the world around them Influenced by people’s personalities, values, attitudes and moods as well as their experience and knowledge Perception as the process through which people select, organize, and interpret sensory input to give meaning and order to the world around them. Perception is inherently subjective and is influenced by people’s personalities, values, attitudes, and moods as well as by their experience and knowledge. When senders and receivers communicate with each other, they are doing so based on their own subjective perceptions. The encoding and decoding of messages and even the choice of medium hinge on the perceptions of senders and receivers. 6

The Role of Perception in Communication Stereotypes simplified and often inaccurate beliefs about the characteristics of particular groups of people can interfere with the encoding and decoding of messages As discussed earlier perception plays a central role in communication and affects both transmission and feedback. When managers and other members of an organization are ineffective communicators, organizational performance suffers and any competitive advantage the organization might have is likely to be lost. Stereotyping is one type of bias that can lead to ineffective communication. Stereotyping is a simplified and often inaccurate set of beliefs about the characteristics of particular groups of people. 7

Information Richness Information richness The amount of information that a communication medium can carry The extent to which the medium enables the sender and receiver to reach a common understanding Not all channels of communication are effective, and it is critical that managers select the appropriate communication medium for each message they send. The first and most important factor that managers must consider when sending a message is the level of information richness that the medium can carry. Information richness is the amount of information that a communication medium can carry and the extent to which the medium enables the sender and receiver to reach a common understanding.

Communication Media Face-to-Face Has highest information richness. Can take advantage of verbal and nonverbal signals. The form of communication with the highest information richness is face-to-face communication. One advantage of face-to-face communication is that it provides for instant feedback. With the growing use of electronic forms of communication such as email, some managers fear that face-to-face communication is being short changed to the detriment of building common understanding. In an effort to combat this growing disconnect due to technology some managers are forcing people to communicate with through the use of strategies such as “no email strategies”. 9

Communication Media Personally Addressed Written Communication Has a lower richness than the verbal forms of communication, but still is directed at a given person. Personal addressing helps ensure receiver actually reads the message—personal letters and e-mail are common forms. Personally addressed written communication has lower information richness than electronically transmitted verbal communication in information richness and does not provide instant feedback to the sender although the sender may get feedback later. One of the advantages of face to face communication and verbal communication is that they both tend to demand attention which helps ensure that receivers pay attention. Personally addressed written communications, such as memos and letters, also have this advantage. Personally addressed written communication is an excellent medium for complex messages requesting follow-up actions by receiver. 10