Communication

S.Robbins

Communication-importance
Poor communication is probably the most frequently cited source of interpersonal communication. One of the most inhibiting forces to successful group performance is effective communication Good communication skills is important for the carrier success. A 2007 raters rated communication skills as the most important characteristic of an ideal job candidate.

Communication - importance
No individual, group or organization can exist without communication: the transfer of meaning among its members. Communication must include both the transfer and the understanding of meaning. A perfect communication is that when a thought or an idea was transmitted so that the mental picture perceived by the receiver was exactly the same as that envisioned by the sender.

Functions of Communication
Communication The transference and the understanding of meaning. Communication Functions Communication Functions 1. Control member behavior. 1. Control member behavior. 2. 2. 3. 3. Foster motivation for what is to be done. Foster motivation for what is to be done. Provide a release for emotional expression. Provide a release for emotional expression.

4. Provide information needed to make 4. Provide information needed to make decisions. decisions.

Elements of the Communication Process

The sender Encoding The message The channel Decoding The receiver Noise Feedback

The Communication Process Model

Communication Process The steps between a source and a receiver that result in the transference and understanding of meaning.
E X H I B I T 101

The Communication Process

Channel The medium selected by the sender through which the message travels to the receiver. Types of Channels Formal Channels Are established by the organization and transmit messages that are related to the professional activities of members. Informal Channels Used to transmit personal or social messages in the organization. These informal channels are spontaneous and emerge as a response to individual choices.

Communication process contd

Sender initiates a message by encoding a thought. The message is the actual physical product from the senders encoding. Channel is the medium through which the message travels. Receiver is the object to whom the message is directed.

Communication process contd

Decoding Before the message can be received, the symbols in it must be translated in to a form that can be understood by the receiver. Noise represents communication barriers that distort the clarity of the message. Eg: Perceptual problems, information overload, semantic difficulties, or cultural differences. Feed back loop how successful we have in transfering our messages as originally intended.

Types of communication
According to the direction of communication Vertical communication Lateral communication Vertical communication is again devided in to Upward communication Downward communication.

Direction of Communication

Downward

Lateral

Upward

Types of communication contd

Downward communication Communication that flows from one level of a group or organization to a lower level. Its used by group leaders and managers to assign goals, provide job instructions, inform employees of policies, point out problems, offer feedback etc.

Upward communication
Flows to a higher level in the group or organization. Its used to provide feedback to higher ups, inform of progress upward goals and relay current problems. Keeps managers aware of how employees feel about their jobs, coworkers and organization in general. Managers also rely on upward communication for ideas on how things can be improved.

Lateral communication
Communication among the members of the same work group, members of work groups at the same level, managers at the same level, any horizontally equivalent personnel.

Interpersonal communication
According to how group members transfer meaning between and among each other There are three basic metnods Oral communication Written communication Nonverbal communication

According to how group members transfer meaning between and among each other. Oral Communication Advantages: Speed and feedback. Disadvantage: Distortion of the message. Written Communication Advantages: Tangible and verifiable. Disadvantages: Time consuming and lacks feedback. Nonverbal Communication Advantages: Supports other communications and provides observable expression of emotions and feelings. Disadvantage: Misperception of body language or gestures can influence receivers interpretation of message.

Interpersonal Communication

Oral communication
This is the chief means of conveying of messages. Eg., speeches, group discussions, informal rumor mill, or grapevine Advantages are speed and feedback. Disadvantages surface when message has to pass through a number of people. Greater the number of people greater the distortion.

Written communication
Memos, letters, fax transmissions, electronic mail, instant messaging, organizational periodicals, notices placed on bulletin boards any other device transmitted via written symbols or words. They are tangible and verifiable. When printed, both the sender and receiver have a record of communication Message can be stored for indefinite period.

Interpersonal communication contd

Important for complex and lengthy communication The draw backs It is time consuming. No built in feedback mechanism.

Nonverbal communication
Every time we verbally give a message to some one, we also impart a non verbal message. Every body movement has a meaning and no movement is accidental.

Change your tone and you change your meaning:

Placement of the emphasis Why dont I take you to dinner tonight? Why dont I take you to dinner tonight? Why dont I take you to dinner tonight? Why dont I take you to dinner tonight? Why dont I take you to dinner tonight? Why dont I take you to dinner tonight? Why dont I take you to dinner tonight? What it means

Intonations: Its the Way You Say It!

I was going to take someone else. Instead of the guy you were going with. Im trying to find a reason why I shouldnt take you. Do you have a problem with me? Instead of going on your own. Instead of lunch tomorrow. Not tomorrow night.

Source: Based on M. Kiely, When No Means Yes, Marketing, October 1993, pp. 79. Reproduced in A. Huczynski and D. Buchanan, Organizational Behaviour, 4th ed. (Essex, England: Pearson Education, 2001), p. 194.

E X H I B I T 102

Organizational communication
At the organizational level the types of communication are - Formal small group network - The grape wine - Computer aided communication - Knowledge management

Three Common Formal SmallGroup Networks

E X H I B I T 103

Formal organizations and groups

Can be complicated because it include hundreds of people and half a dozen or more of hierarchical levels Chain Rigidly follows the formal chain of command. We might find rigid three level organization. Wheel Relies on a central figure to act as a conduit for all the groups communication. All Channel Network permits all group members to actively communicate with each other. This is seen in practice by self managed teams, in which all group members are free to contribute no one takes a leadership role

Formal small group networks contd

Effectiveness of each team depends on - Structure of wheel facilitates the emergence of a leader. - All channel network is best for high member satisfaction. - Chain is best if accuracy is most important. - No single network will be best for all occassions.

Small-Group Networks and Effectiveness Criteria

NETWORKS Criteria Speed Accuracy Emergence of a leader Member satisfaction Chain Moderate High Moderate Moderate Wheel Fast High High Low All Channel Fast Moderate None High

E X H I B I T 104

Grapevine
Grapevine Characteristics
Informal, not controlled by management. Perceived by most employees as being more believable and reliable than formal communications. Largely used to serve the self-interests of those who use it.

Grapevine contd
Rumers Results from:
Desire for information about important situations Ambiguous conditions Conditions that cause anxiety

It is still an important source of information because 75% of employees hear about matters first through the roomers on the grapevine.

Grapevine cont - Why rumors flourish in organizations

Secrecy and competition that prevails in large organizations around issues such as Appointment of new bosses Relocation of office Downsizing decisions Realignment of work assignments They create conditions that encourage and sustain rumors on the grapevine.

Grapevine - importance
Give managers a feel for the morale of their organization Identifies issues that employees consider important Helps tap in to employee anxiueties. Serves employee needs by establishing relations among themselves.

Suggestions for Reducing the Negative Consequences of Rumors

1. Explain decisions and behaviors that may appear inconsistent or secretive. 2. Emphasize the downside, as well as the upside, of current decisions and future plans. 3. Openly discuss worst-case possibilitiesit is almost never as anxiety-provoking as the unspoken fantasy.

Source: Adapted from L. Hirschhorn, Managing Rumors, in L. Hirschhorn (ed.), Cutting Back (San Francisco: Jossey-Bass, 1983), pp. 5456. With permission.

E X H I B I T 105

Electronic communication
The primery medium of communication E-mail, Text messaging Networking software Internet or web logs (blogs) Video conferencing

E-mail
Uses the internet and computer generated text and documents. Messages are quickly written,edited and stored. Can be distributed among a number of persons at a time with a click of a mouse. Can be read, in their entirety, at the convenience of the reciepient. Cost economic.

E-Mail drawbacks
Misinterpreting the message Communicating negative messages Overuse of E-mail E-mail emotions Privacy concerns

Instant messaging and text messaging

IM is sent via desktop or laptop computer TM is transmitted via cellphones. They are the fast and inexpensive way of communication to stay in touch with the employees and the employees to stay in touch with

Computer-Aided Communication
E-mail
Advantages: quickly written, sent, and stored; low cost for distribution. Disadvantages: information overload, lack of emotional content, cold and impersonal.

Instant messaging
Advantage: real time e-mail transmitted straight to the receivers desktop. Disadvantage: can be intrusive and distracting.

Emoticons: Showing Emotion in E-Mail the years, a set of Electronic mail neednt be emotion free. Over
symbols (emoticons) has evolved that e-mail users have developed for expressing emotions. For instance, the use of all caps (i.e., THIS PROJECT NEEDS YOUR IMMEDIATE ATTENTION!) is the e-mail equivalent of shouting. The following highlights some emoticons:

E X H I B I T 106

Computer-Aided Communication (contd)

Intranet
A private organization-wide information network.

Extranet
An information network connecting employees with external suppliers, customers, and strategic partners.

Videoconferencing
An extension of an intranet or extranet that permits face-to-face virtual meetings via video links.

Knowledge Management (KM)

Knowledge Management A process of organizing and distributing an organizations collective wisdom so the right information gets to the right people at the right time.
Why KM is important: Why KM is important: Intellectual assets are as important as physical assets. Intellectual assets are as important as physical assets. When individuals leave, their knowledge and experience When individuals leave, their knowledge and experience goes with them. goes with them. A KM system reduces redundancy and makes the A KM system reduces redundancy and makes the organization more efficient. organization more efficient.

Barriers of effective communication

Filtering Selective perception Information overload Emotion Language Communication apprehension Gender differences Politically correct communication

Global implications
Cross cultural barriers barriers caused by semantics word connotations Tone differences Differences among perceptions

Cultural context
High context cultures Low context cultures

A cultural guide
4 rules 1. Assume differences until similarity is proven 2. Emphasize description rather than interpretation or evaluation 3. Practice empathy 4. Treat your interpretations as a working hypothesis.