Communication: A Definition

Communication

Essentials of
Management
By Andrew DuBrin

4 Steps in the Communication

Process
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Encoding the message

Communication media
Decoding the message
Feedback

Communication is the process of exchanging

information by the use of words, letters,
symbols, or nonverbal behavior.

Encoding the Message

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Organizing ideas into a series of symbols, such

as words and gestures, designed to
communicate with the receiver.

Feedback
Lets go to lunch

Encoding

Media

Communication Media
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Selection of the appropriate media to

communicate the message.
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Decoding

Decoding the Message

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The receiver interprets the message and

translates it into meaningful information.

Voice
Phone
Gestures and Facial expression
E-mail
Written message

Feedback
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Noise

The receivers response to the senders

message.

Sorry, Im busy right

now.

Nonverbal Communication in
Organizations
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Environment
Body placement
Posture
Gestures
Facial expressions and
movement

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Voice quality
Clothing, dress,
appearance
Mirroring
Use of Time

Body Placement
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Placement of ones body in relation to

someone else is used to transmit messages.

Unwanted interference that can distort or block

a message.
Ex: language differences, poor environment

Environment
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Selection of the environment influences the

communication

Posture
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Posture communicates a
persons attitude.

Hand and body gestures

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Hand and body movements convey specific

information to others

Voice Quality
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Pitch, volume, tone, and speech rate may

communicate confidence, nervousness, and
enthusiasm.

Mirroring
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Building rapport with another person by

imitating his or her voice tone, breathing rate,
body movement, and language.

Facial Expressions and Movement

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Facial expressions and movements of the

persons head provide reliable cues as to
approval, disapproval, and other reactions.

Clothing, Dress, Appearance

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An individual conveys a certain image with

clothing and appearance

Use of Time
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Ex: Arriving early, on time, or late to an

appointment

Organizational Channels and

Directions of Communication
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Formal communication channels

Communication directions
Informal communication channels

Formal Communication Channels

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The official pathways for sending information

inside and outside and organization

Communication Directions
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Downward
Upward
Horizontally
Diagonally

Newsletters
Meetings
Written memos
E-mail
Bulletin boards

Examples:
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Chart

Diagonal
Communication

To facilitate or encourage upward

communication:
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Open door policy

Informal communication
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Workout program at GE for example

Complaint program

Web logs

Chance encounters
Grapevine
Rumors

Barriers to communication
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Low motivation and

interest
Inappropriate language
Defensive
communication
Dishonest dialog and
filtering

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Insufficient nonverbal
communication
Information overload
Poor communication
skills
Electronic
communication problems

Low motivation and interest on the

part of the receiver
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The message may not be of interest to the

receiver

Timing may be poor

NOISE

Inappropriate language
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Consider semantics
Consider difficulty level of language

Defensive communication
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Dishonest Dialog and Filtering

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Communicator does not say what he/she

means

Filtering

Message are received in a way that protects

self-esteem
Denial may be involved in receiving a message

Insufficient nonverbal
communication
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Without sufficient nonverbal communication,

message may not be convincing

Coloring and altering information to make it more

acceptable to the receiver

Information Overload
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A person becomes overwhelmed with too

much information to process.

Electronic Communication
Problems
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Impersonal nature of e-mail

Full communication is difficult using e-mail

Poor Communication Skills

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Overcoming Barriers to
Communication
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Understand the Receiver

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Develop empathy

The sender lacks communication skills

Understand the receiver

Communicate assertively
Use 2-way communication
Unite with a common vocabulary
Elicit verbal and nonverbal feedback
Enhance listening skills by using active listening
techniques
Communicate to fit a global environment
Be sensitive to cultural differences
Be sensitive to gender differences
Engage in metacommunication

Communicate Assertively
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Passive communication

The ability to see things as another person does or to put

yourself in the other persons shoes

Assertive communication

Empathy helps to build rapport between two or more

people

Information Confrontation

Two-Way Communication

Unite with a common vocabulary

Both the sender and the receiver are involved

in the communication

Understand the core work of others and the

vocabulary associated with it.

Helps to build connections between people

Make sure that the meanings of words are

understood by both parties

Elicit Verbal and Nonverbal

Feedback
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Verbal feedback uses direct questions or a restatement of the the message

Enhance Listening Skills

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Nonverbal feedback requires observation of

the receiver(s)

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Communicate to fit a global

environment
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Understand the culture of all employees if the

company is multi-national
Choose appropriate media for communicating
Form a global advisory team

Listen to what is said + the nonverbal message

Form an initial opinion of what is said
Reflects the message back to the sender
Sender and receiver understand the message
and engage in a concluding discussion
Ask questions instead of making statements
Dont blurt out questions as soon as the
speaker is finished

Be sensitive to cultural differences

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Be aware of cross-cultural barriers

Show respect for all workers
Use straightforward language and speak clearly
Observe cultural differences in etiquette
Be sensitive to differences in nonverbal
communication
Do not be diverted by style, accent, grammar or
personal appearance

Be sensitive to gender differences

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Meeting:

Engage in metacommunication
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To communicate about a communication to

help overcome barriers or resolve a problem.
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Be open to express how you feel about the communication