1. EFFECTIVE COMMUNICATIONS & INTERPERSONAL SKILLS Chapter 29

2. COMMUNICATION Definition Communication Process Stages Communication in the workplace Communication Flows Methods of Communication Effective Communication Ineffective Communication Formal Informal Barriers Overcoming the Barriers Communication Patterns Grapevine

3. What is communication?  Refers to the means whereby people in an org exchange information regarding the operations of the enterprise.  Not only must people be motivated to work towards to org goals, but their work must also be co-ordinated & controlled for the efficient functioning of the org.

4. Communication Process Receiver “understands” message Receiver “understands” message Sender has idea Sender has idea Possible additional feedback to receiver Possible additional feedback to receiver Sender encodes message Sender encodes message Receiver decodes message Receiver decodes message Channel carries message Feedback travels to sender NOISE

5. Communication Process How may the sender encode a message? Verbally or nonverbally. By speaking, writing, gesturing. What kinds of channels carry messages? Letters, email, memos, TV, telephone, voice, body. Others? How does a receiver decode a message? Hearing, reading, observing. When is communication successful? When a message is understood as the sender intended it to be. How can a communicator provide for feedback? Ask questions, watch responses, don’t dominate the exchange

6. How to ensure that information is received & understood?  Select the appropriate channel  Adopt feedback  Use more than one communication channel  Restrict the number of communication links in the chain  Ensure clarity

7. Methods of Communication  Two types of organizational communication channels: 1) Formal communication channels 2) Informal communication channels

8. Formal Communication  Org communication establishes a pattern of formal communication channels to carry information vertically & horizontally.  The channel is the path a message follows from the sender to the receiver. There are 3 possible channels, i.e. 1.Upward – feedback from employees to management

9. Formal Communication 2. Downward – superior to subordinate communication. It serves 5 general purposes: 1.To give specific task directives about job instructions 2.To give information about org procedures 3.To provide information about the rationale of the job 4. To tell sub-ordinates about their performance 5. To provide ideological type information to facilitate the indoctrination of goals.

10. Formal Communication 3. Horizontal – refers to communication between people or groups at the same level in the org. 4 important reasons for lateral communication: 1.Task co-ordination 2.Problem-solving 3.Information sharing 4.Conflict resolution

11. Informal Communication  Several types of informal communication channels, exist. These include: Grapevine Rumour Gossip

12. Grapevine Refers to the network of social relations that arises spontaneously as people associate with each other. Grapevine activity is likely to flourish when: 1.There is lack of information about a situation & people try to fill the gaps as best they can 2.There is insecurity in the situation 3.There is personal interest in the situation 4.There is personal animosity in a situation & people seek to gain advantage by spreading rumours. 5.There is new information that people try to spread quickly.

13. Informal Communication  Rumour – this message is transmitted over the grapevine & is not based on official information. Poor employee communications are a fertile breeding ground for unfounded rumours.  Gossip – refers to idle talk which can be hurtful and malicious. It can have a positive side: can be a morale booster, a socializing force that spells out group norms.

14. Ineffective Communication  Reasons for ineffective communication include: –Information overload / underload –The need to reinforce our beliefs –Perception of the sender –Poor or inadequate control –Faulty coordination

15. Lack of downward communication could lead to:  Poor awareness of corporate objectives  Poor understanding of working instructions  Poor morale

16. Lack of upward communication could lead to:  Early warning of troubled areas is not received  Benefit of creative ability in subordinates is lost  Participation of subordinates is limited  Need for change is not appreciated  Control becomes difficult  Introduction of change is difficult

17. Lack of lateral communication often leads to: –Divisions in management teams –Lack of co-ordination –Rivalry between sections & departments –Lack of advice & involvement by staff specialists

18. The importance of effective communication  To the manager –Management decision-making –Inter-departmental co-ordination –Individual motivation & effectiveness

19. The importance of effective communication  Without formal communication systems, managers would not be able to: –Give instructions –Give or receive information –Exchange ideas –Announce plans or strategies –Compare actual results against budget –Communicate about structure or the org & job descriptions

20. The attributes of effective communication –Timely –Accurate, complete and to the point –Directed to the right people –Understandable

21. Barriers to effective communication  Omission or distortion of information by the sender  Misunderstandings due to lack of clarity of the jargon and abbreviation used  Non-verbal signals that contradict the verbal message  Overload of information  Social, ethnic or educational background differences  Selective hearing  Poor communication skills

22. Effective communication Barriers to effective communicationWays to overcome the barriers Different cultures and languages Noise and distortion Information overload Assumptions and prejudice Conflict between individuals Provide training on cultural awareness Choose the most effective communication channel Prioritise and focus Be open minded Rise above the differences

23. Improving communication  Encourage more downward communication  Encourage more open lateral communication  Improve communication skills of managers & employees  Create & reinforce a culture of communication  Address specific communication blockages

24. Communication patterns  Methods of communication can be grouped into 4 classes: –Oral methods –Written methods –Visual methods –Electronic methods

25. Communication patterns  The pattern of communication that exists between group members is described as a wheel, a chain, or all-channel.  Centralized networks, chain, wheel & Y, group members had to go thro’ a person located in a central position in the network in order to communicate with others.  In de-centralized networks, circle & all-channel information could flow freely between members without having to go thro’ a central person.

26. Communication patterns  All-Channel  Wheel  Chain  Circle  Y

27. Leavitt’s experiment  Each member of a group of five people had to solve a problem and each had an essential piece of information.  Only written communication, channeled according to one of the four patterns described above, was allowed. The finding are tabulated below.  A direct trade-off between speed and job satisfaction is evident.

28. Leavitt’s experiment WheelYChainCircle Speed of problem solving Fastest2 nd fastest3 rd fastestSlowest LeaderCC C (less so than wheel and Y) None emerged Job satisfaction lowest3 rd highest2 nd highestHighest (?)

29. Communication patterns  The wheel is always the quickest way to reach a conclusion & the circle is the slowest.  For complex problems, the all-channel is the most likely process to reach the best decision  The level of satisfaction for individuals is the lowest in the circle, fairly high in the all-channel, & mixed in the wheel, with the central figures expressing greater satisfaction, & the rest feeling isolated.  Under time pressure, the all-channel system either restructures to become a wheel, or disintegrates

30. Importance of non-verbal communication  The hidden messages in face-to-face communication can be a common cause for communication breakdown, as they cause decoding problems.  Observe others.  Notice the signs of boredom, disagreement, support, interest.  Picking up these signals will help you improve your own communication skills.

31. Non-verbal cues  Facial expression  Gesture  Posture and orientation  Proximity and contact  Movement and stillness  Silence and sounds  Appearance and grooming  Response to norms and expectations