Management Science I

Dr. T. J. Kamalanabhan

MODULE 6 Communication
Communication: The process by which information is transmitted and understood between two or more people.

Communication competence: A persons ability to identify appropriate communication patterns in a given situation and to achieve goals by applying that knowledge.

Importance of Communication: Facilitates knowledge management Co-ordinates work activities Fulfils social needs and eases work-related stress THE COMMUNICATION PROCESS MODEL

Indian Institute of Technology Madras

Management Science I

Dr. T. J. Kamalanabhan

Barriers to communication Perceptions Filtering Language Jargon Ambiguity Information overload Can be reduced by buffering, summarizing, or omitting information

Channels of communication Verbal communication (any oral or written means of transmitting meaning through words) Face-to-face interaction through speech Fiber mail Electronic mail Instant messaging Law of telecosm: as the web of computer network expands, distances will shrink and eventually become irrelevant Non-Verbal communication Facial expressions, voice intonations, physical distance, silence Emotional contagion (automatic and unconscious tendency to mimic and synchronize our non-verbal behaviors with those of other people) Provides immediate feedback Receiving emotional meaning Social glue

Indian Institute of Technology Madras

Management Science I

Dr. T. J. Kamalanabhan

CHANNEL (MEDIA) RICHNESS The data-carrying capacity of a communication channel (medium), including the volume and variety of information it can transmit.

Communicating in organizational hierarchies Newsletters and E-zines Work space design Employee surveys MBWA (Management by walking around)

Communicating through GRAPEVINE Grapevine characteristics Rapid transmission of information Works through informal social networks Rumors transmitted through media-rich channels (e.g. face-toface) Possibility of information distortion

Indian Institute of Technology Madras

Management Science I

Dr. T. J. Kamalanabhan

Advantages of Grapevines Helps employees make sense of their workplace when information is not available through formal channels Main conduit through which organizational stories and other symbols of organization's culture are communicated. Social interaction relieves anxiety and fulfils need for affiliation. Valuable signal for corporate leaders to take action.

Disadvantages of Grapevines morale when management is slower than the grapevine in communicating information. Distorted information can increase employees anxiety levels.

Improving interpersonal communication Getting the message across

Empathize Repeat the message Use timing effectively Be descriptive

Active Listening

Sensing
Postpone evaluation Avoid interruptions Maintain interest

Indian Institute of Technology Madras

Management Science I

Dr. T. J. Kamalanabhan

Using feedback in interpersonal communication Functions of feedback Giving Feedback Provides verifiable data about behavior. Encourages collecting data from several sources. Suggests alternatives to be considered. Improves interpersonal communication. Establishes culture of openness Promotes interpersonal trust Receiving Feedback Helps in processing behavioral data Increases self-awareness Increases sensitivity to cues Encourages experimentation with new behavior Encourages openness Develops mutuality

Giving Effective Feedback Feedback should: Be descriptive and non-evaluative Be focused on behavior, not the person Be data-based, specific, not impressionistic Reinforce new positive behaviors Be suggestive, not prescriptive Be continuous Be personal Be need-based and solicited Be intended to help Be focused on modifiable behavior Satisfy needs of both parties Be checked and verified Be well-timed Should contribute to mutuality and group-building

Indian Institute of Technology Madras