1. HND – 7. Communication
Lim Sei cK

2. 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

3. 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

4. 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.

5. 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.

6. 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

7. 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.

8. Interpersonal communication
Oral Communication
Written communication
Nonverbal communication

9. 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

10. 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.

11. Written communication
Memos, letters, fax, , 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

12. Disadvantages of written communication-
Time consuming
People may not always read them
No immediate feedback

13. 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.

14. 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

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

16. 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

17. Common Formal Small-Group Networks

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

19. 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.

20. 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

21. 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: is often monitored and may be forwarded to anyone
(c) 2008 Prentice-Hall, All rights reserved.

22. 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 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.

23. 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.

24. 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.

25. Channel richness
The amount of information that can be transmitted during a communication episode

26. 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

27. 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

28. 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

29. 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.

30. 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

31. Cultural Guide Assume differences until similarity is proven.
Emphasize description rather than interpretation or evaluation.
Practice empathy.
Treat your interpretations as a working hypothesis.

32. 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.