1. MOB UNIT 1: Communication S Mahelal 2013

2. Communication defined Communication A transfer of understanding and meaning from one person to another Communication Process The seven-part process of transferring and understanding of meaning

3. Parts of the Communication Process 1. Sender –The communication source 2. Encoding –Converting a message into symbolic form 3. Message –A purpose for communicating that’s to be conveyed 4. Channel –The medium by which a message travels Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall.

4. Parts of the Communication Process (cont.) 5. Decoding –Translating a received message 6. Receiver –The person to whom the message is directed 7. Feedback –Checking to see how successfully a message has been transferred Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall.

5. The Communication Process Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall.

6. Role of Communication in Organisation S Mahelal6

7. 7 Organizational characteristics that affect communication: 4 Composed of individuals and groups 4 Oriented toward goals 4 Differentiated functions 4 Intended coordination 4 Continuity through time Organizational Context of Communication

8. Are Written Communications More Effective Than Verbal Ones?  Written Communications –memos, letters, e- mail, organizational periodicals, bulletin boards, etc. –tangible, verifiable, and more permanent  Oral Communications –allow receivers to respond –presents feedback evidence that the message has been received and understood Copyright ©2011 Pearson Education, Inc. Hall.

9. 9 Modes of Communication Adapted from Exhibit 12.2 VERBAL MODE (Language used to convey meaning) NONVERBAL MODE ORALWRITTENNONVERBAL ExamplesConversation Speeches Telephone calls Videoconferences Letters Memos Reports E-mail Fax Dress Speech intonation Gestures Facial expressions AdvantagesVivid Stimulating Commands attention Difficult to ignore Flexible Adaptive Decreased misinterpretation Precise Effectiveness of communication increases with congruence to oral presentation Emphasize meaning Disadvantage s Transitory Subject to misinterpretation Precision translation loss Inflexible Easier to ignore Meanings of nonverbal communication not universal

10. 10 Media of Communication 4 Different media have different characteristics (media richness) –Personal-impersonal nature –Speed in sending and receiving –Availability of multiple cues –Opportunity to receive immediate and continuing feedback from the receiver 4 Message should be matched to best medium

11. 11 Factors in Media Richness Rich Media Personal Multiple cues to aid in decoding Immediate feedback Rich Media Personal Multiple cues to aid in decoding Immediate feedback Lean Media Impersonal Few cues to aid in decoding Delayed feedback Lean Media Impersonal Few cues to aid in decoding Delayed feedback Examples: RichLean Face to faceTelephoneE-mails, memos Adapted from Exhibit 12.3

12. 12 Directions of Communication Supervisor Subordinate Lateral communication DOWNWARD COMMUNICATION Goals, objectives, directions, decisions, feedback LATERAL COMMUNICATION Information, (formal or informal) for joint problem solving UPWARD COMMUNICATION Information, questions, suggestions, problems, requests for clarification Adapted from Exhibit 12.4

13. 13 Channels of Communication FORMAL CHANNELS 4 Specify individuals responsible for tasks 4 Specify individuals responsible for communicating information above and below them 4 Indicate persons to whom work-related messages should be sent FORMAL CHANNELS 4 Specify individuals responsible for tasks 4 Specify individuals responsible for communicating information above and below them 4 Indicate persons to whom work-related messages should be sent INFORMAL CHANNELS 4 Tend to operate laterally more than vertically 4 Move information quite rapidly 4 Carry both work-related and nonwork information INFORMAL CHANNELS 4 Tend to operate laterally more than vertically 4 Move information quite rapidly 4 Carry both work-related and nonwork information

14. 14 Patterns of Organizational Communication INFORMAL CHANNELS 4 Develop through interpersonal activities of organization members 4 Not specified by the organization 4 May be short-lived or long-lasting 4 Are more often lateral than vertical 4 Information flow can be very fast 4 Used for both work-related and nonwork information Adapted from Exhibit 12.6 FORMAL CHANNELS 4 Authorized, planned, and regulated by the organization 4 Reflect the organization’s formal structure 4 Define who has responsibility for information dissemination and indicate the proper recipients of work- related information 4 May be modified by the organization 4 Minor to severe consequences for ignoring them

15. 15 Channels of Communication CEO Vice President of Marketing Manager Toy Manufacturing Manager Toy Manufacturing Advertising Manager Promotions Manager Supervisor Board Games Testing Supervisor Board Games Testing Supervisor Electronic Games Testing Supervisor Electronic Games Testing FORMAL channels of communication INFORMAL channels of communication Adapted from Exhibit 12.5

16. Is the Grapevine an Effective Way to Communicate ?  Grapevine –An unofficial channel of communication Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall.

17. How Do Nonverbal Cues Affect Communication?  Body Language –Nonverbal communication cues such as facial expressions, gestures, and other body movements  Verbal Intonation –An emphasis given to words or phrases that conveys meaning Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall.

18. 18 Barriers to Communication LevelOrigin of barrierAffects communication between: Inter- personal Selective perception Frame of reference Individual differences Emotion Language Nonverbal cues Individuals or groups Organi- zational Hierarchical Functional Individuals and/or groups within an organization Individuals and/or groups in different organizations CulturalLanguage High/low-context culture Stereotyping Ethnocentrism Cultural distance Individuals or groups in different organizations with different national cultures Individuals or groups from different organizational cultures Individuals or groups form diverse cultural backgrounds Adapted from Exhibit 12.7

19. What Are Barriers to Effective Communication?  Filtering –Deliberately manipulating information to make it appear more favorable to the receiver  Selective Perception –Selectively perceiving or hearing a communication based on your own needs, motivations, experiences, or other personal characteristics Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall.

20. Communication Barriers (cont.)  Information Overload –What results when information exceeds processing capacity  Jargon –Technical language Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall.

23. Overcoming Communication Barriers  Use Feedback –Many problems are attributable to misunderstanding  Use Simplified Language –communicate in clear, easily understood terms  Listen Actively –Listening is an active search for meaning, whereas hearing is passive Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall.

24. Active Listening  Active Listening –Listening for full meaning without making premature judgments or interpretations Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall.

25. 25 Improving Listening Skills 4 Listen rather than talking yourself 4 Be more open- minded 4 Develop empathy 4 Listen actively 4 Observe nonverbal cues

26. 26 Improving Sending Skills 4 Simplify the language 4 Organize your writing 4 Understand the audience

27. 27 Example of Communication Networks Salt Lake City Salt Lake City San Diego San Diego Denver Seattle Irvine Portland San Francisco San Francisco New York Boss New York Boss Chicago, Retired former colleague Chicago, Retired former colleague Marketing Researchers Marketing Researchers New York Managers Los Angeles Subordinates Network 1 Network 2 Adapted from Exhibit 12.7 Divisional Marketing Manager, Los Angeles Divisional Marketing Manager, Los Angeles

28. 28 Communication Differences in High and Low Context Cultures HIGH-CONTEXT CULTURES 4 More adjustments in messages 4 Rank of receiver affects message and medium 4 Nonverbal communication cues may be very important 4 Medium may be as important as message LOW-CONTEXT CULTURES 4 Fewer and smaller adjustments in messages 4 Rank or receiver may or may not affect message or medium 4 Nonverbal communication cues not as important 4 Message is more important than medium

29. 29 Japan Italy France Canada USA South Korea China Saudi Arabia Vietnam Germany Australia New Zealand High-Context Cultures Low-Context Cultures Communication Differences in High- and Low- Context Cultures Adapted from Exhibit 12.9

30. 30 Cross-Cultural Barriers ETHNOCENTRISM The belief in the superiority and importance of one’s own group ETHNOCENTRISM The belief in the superiority and importance of one’s own group STEREOTYPING The tendency to oversimplify and generalize out groups of people STEREOTYPING The tendency to oversimplify and generalize out groups of people CULTURAL DISTANCE Difference between two cultures’ basic characteristics such as language, economic development, and traditions and customs CULTURAL DISTANCE Difference between two cultures’ basic characteristics such as language, economic development, and traditions and customs