1. 2.3 Communication Chapter 12

2. Effective Communication The exchange of information between people or groups with feedback Sendor Aim of Communication Appropriate Language or Medium Response BARRIERSBARRIERS Feedback to Sendor Message Receiver Understands the message

3. Why is effective communication important? Effective communication will aid motivation Can enhance problem solving Speed of decision-making Speed of response to market changes Reduces risk of errors Effective coordination between departments

4. Communication Media Oral – Allows 2-way communication One-on-One conversations Interviews Group Meetings & Team Briefings Advantage: feedback, body language Disadvantage: meaning unclear, no record, time intensive

5. Communication Media Written – Can be referred to Letters, Memos, reports, notices, reports, minutes of meetings, and diagrams Advantage: great for detailed data, can be reviewed, accurate record Disadvantage: no immediate feedback, eliminate non-verbal communication no evidence the message was received or understood

6. Communication Media Electronic – Speed and often combined with a written record Internet, email, intranets, fax messages, video conferencing, mobile telephones Advantage: speed Disadvantage: staff needs training, reduce social contact, staff may use company time for personal communication, security issues, hard copies kept anyway, INFORMATON OVERLOAD

7. Communication Media Visual – Supports oral, written, and electronic communication Diagrams, pictures, charts Very useful for training and marketing Advantage: can be displayed on overhead, whiteboards, data projectors, and DVD’s Disadvantage: Too much of a good thing – have you seen too many Powerpoints?

8. Communication Media Non-Verbal Communication – Can clarify the verbal message. Body Language, facial expressions, posture Advantage: Can interpret non-verbal cues Disadvantage: non-verbal communication may not be clearly understood.

9. Choice of Media Importance of written record needed Advantages gained by 2-way communication Cost Speed Quantity of data communicated Multiple methods may be needed Size and geographical spread of business

10. Informal Communication “Water Cooler Communication” DamagingUseful Wastes valuable working time Creates a feeling of belonging Spreads gossip and rumors Management can use the “grapevine” to its advantage to test new ideas Informal groups may band together to resist change Can clarify management messages when discussed by colleagues

11. Barriers Failure in one of the stages of communication Medium chosen inappropriate Receiver forgot part of the message Misleading or incomplete message Excessive use of technical language Too much information Channel of communication too long

12. Barriers: How to fix Select appropriate medium for message Use written form for a long or complicated message Consider the clarity of the message carefully Avoid using jargon when possible Highlight important messages and consider eliminating less important information Shorter chains of communication will reduce the risk of distortion

13. Barriers: By Sendor or Receiver Poor attitudes of either the sendor or the receiver Fix: Establish trust; all staff is important Intermediaries – those in the middle do not pass on the message or change it Fix: Keep channel short and build in feedback Sendor has poor opinion of receiver Fix: Train and motivate staff as to the importance of communication

14. Barriers: Physical Reasons Noisy factories Fix: Physical conditions should be appropriate for method used Geographical distance Fix: Modern electronic methods such as email and video conferencing