HND – 7. Communication Lim Sei Kee @ cK

Communication Communication Functions: Control member behavior 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 – The sender Encoding The message The channel Decoding the receiver Noise Feedback

The Communication Process This graph outlines the communication process between the sender and the receiver. The sender takes the message to be sent and encodes it either through verbal or written methods. They pass the message through the determined channel and then it is handed off to the receiver who receives the message and decodes it. The process is hindered by noise or communication barriers such as the perceived message. Feedback is the check on how successful we were in passing the correct message to the receiver. (c) 2008 Prentice-Hall, All rights reserved.

Communication Channels 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 (c) 2008 Prentice-Hall, All rights reserved.

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 UPWARD DOWNWARD In an organization communication flows in three different directions. It can flow downward from the top management to people in lower levels of the organization. It can flow up from workers on the ground floor to the CEO or it can flow between or within departments in a lateral movement. LATERAL (c) 2008 Prentice-Hall, All rights reserved.

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 Advantages Tangible and verifiable Record of communication Available for future references For lengthy and complex communication Well thought, logical and clear There is a lesser chance for the message to be misunderstood

Disadvantages of written communication- Time consuming People may not always read them No 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 There are many different types of nonverbal communication that send a lot of messages. Body movement is a common method, such as tapping your fingers can show that you are impatient or nervous. The way you emphasize words can change the way the receiver perceives the message. Your facial expressions can show emotion and express how you feel about an assignment or task. Also, the distance placed between the sender and receiver can express whether you are interested in the project of if you feel more powerful than the other person. This will vary by cultural norms. (c) 2008 Prentice-Hall, All rights reserved.

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

Small-group networks and effectiveness criteria CHAIN WHEEL ALL CHANNEL Speed Moderate Fast Accuracy High Emergence of a leader None Member satisfaction Low

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- Disadvantages- 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 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 (c) 2008 Prentice-Hall, All rights reserved.

Computer-aided communication: Instant/Text Messaging Forms 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 device Text Messages Short messages typically sent to cell phones or other handheld devices (c) 2008 Prentice-Hall, All rights reserved.

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 (c) 2008 Prentice-Hall, All rights reserved.

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 (c) 2008 Prentice-Hall, All rights reserved.

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: conveys multiple cues allows timely feedback allows customized message 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 \ (c) 2008 Prentice-Hall, All rights reserved.

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.