1. UNIT: HUMAN RESOURCES Focus Communication (SL) Source: IB Business & Management (2009) – A Course Companion p110-113

2. Features of Communication Content: What is being communicated? Source: Who has sent the information? Form: How has the information been sent? Channel: What route has the information been sent through? Destination: Who will receive the information? Purpose – What is the aim of the information?

3. Formal & Informal Communication Formal communication is processed through a formal organizational structure. Eg: If you want to make a complaint, follow these procedures. In contrast, informal communication occurs through unofficial channels outside the formal organizational structure.

4. Barriers to Effective Communication When organizations experience a major problem, or crisis commentators often say poor communication is the root cause. It is possible to identify 8 barriers to effective communication.

5. Barriers to Effective Communication Language A message needs to use vocabulary and grammar that is understood by the receiver. Overload Sometimes we can have too much information to process at the same time and therefore we start making mistakes or omissions. Noise Anything that can interfere with the reception of the message is referred to as “noise”. Eg: This may be a poor internet connection or background noise in a busy office or too many people speaking at the same time in a meeting.

6. Barriers to Effective Communication Emotion If an individual has a poor working relationship with someone, that individual’s feelings may act as a barrier to effective communication. Messages are likely to be ignored or misinterpreted.

7. Barriers to Effective Communication Sensitivity to Receiver A message needs to recognize the receivers needs and abilities. Eg: If a teacher speaks to a teenage student in the same way he or she speaks to an elementary student, then the message is likely to be perceived as patronizing and the students may “tune out” of the discussion.

8. Barriers to Effective Communication Specialist Knowledge If the subject being discussed is technical or includes other specialist knowledge, then the receiver may not understand all or part of the message. Inconsistent Messages If people receive conflicting messages and instructions from managers they may choose to ignore both or just select the bits of the message that suits them.

9. Barriers to Effective Communication Gap The greater the distance (hierarchical not physical) between the receiver and sender, the higher the probability that a message will not be received or will be distorted or blocked as it passes from one person to person.