The Sender- the person who wishes to communicate with. Encoding- the process whereby a sender translate the information into a message

Transcription

1 COMMUNICATION INTRODUCTION: - Communication refers to the process by which people attempt to share meaning via transmission of symbolic message. - It involves sharing of information between two or more people to achieve a common understanding about an objective or situation The Communication Process The Sender- the person who wishes to communicate with. Encoding- the process whereby a sender translate the information into a message Communication Channel/medium- the manner in which a message is conveyed Decoding- the process whereby a receiver perceives a sent message and interprets its meaning. Feedback- the process whereby a receiver encodes the message received and sends it back to the original sender.

2 DIRECTION OF ORGANIZATIONAL COMMUNNICATION Communication within organization can occur in any of 3 directions: Downwards, upwards, or horizontally, Downwards Communication - Refers to communication from supervisor to subordinates, - It is necessary to provide job instructions, information on organization policies, and performance feedback. Upwards Communication - Flows from subordinates to supervisor, is necessary to provide feedback on downwards communication. - It is necessary to monitor the effectiveness of decisions, provide information and ensure that jobs are being done properly. Horizontally Communication - Communication that takes place between associates at the same level. Formal versus Informal Communication Formal communication- Communication that follows the formal structure of the organization (for example, supervisor to subordinates) and communicates organizationally sanctioned information,

3 Informal communication- Communication that involves spontaneous interactions between two or more people outside the organizational structure. Communication Media Interpersonal communication can use different media and vary in degree of richness (the amount of information a medium can convey) These communication media are: 1. face-to-face communication 2. Telephone communication 3. Electronic Communication( such as s) 4. Personal Written Text(such as letters, notes, and memos) 5. Formal Written Text( such as reports, documents, bulletin, and notice) 6. Formal Numerical Text(such as statistical reports, graphs, printouts) Nonverbal Communication Non-verbal communication falls into 3 categories: Body Language: includes facial expressions; the use of hands; arms and legs; and posture. Paralanguages: refers to how something is said, such as hoe tone of voice; pitch of voice; and silence are used. Gestures: are signs used to convey specific meanings (such as making circles with your finger to indicate okay or shrugging your shoulder to indicate I don t know )

4 BARRIERS TO EFFECTIVE COMMUNICATION ORGANIZATIONAL BARRIERS 1. Information overload: overload occurs for several reasons; - Organization faces high levels of uncertainty because of changes in the external environment. - Increased complexity of tasks and organization structures creates a need for more information - Increase in technology, results in the growing number of large organizational database. 2. Noise - Noise is anything that disrupts communication or distorts the message. 3. Time pressure - When people are under pressure, they do not carefully develop message before sending it. - The pressure of deadline often does not allow or time to receive feedback, so the sender may not know whether the receiver accurately perceived the message. 4. Network Breakdowns - Breakdowns in the communication network occur in large organizations because so much information flows through those networks. - Mail can be misplaced, messages may not be received by those targeted and people can forget to relay pieces of information. 5. Information Distortion - Intentional distortion can occur because of competition between work units in an organization

5 - Unintentional distortion can occur because of time pressure. 5. Cross-Cultural Barriers - Cross cultural barriers occur because of: Lack of language and cultural fluency The potential for language barriers continues to exist in cross cultural communications. INDIVIDUAL BARRIERS Differing Perceptions - One of the common communication failures occurs when the sender has one perception of a message and the receiver has another. - Our expectations influence how we recall and interpret information. Semantic Difference - Semantic refers to the meaning people attach to symbols, such as words and gestures. - Because the same words may have different meanings to different people. Status Difference - Organizations create status differences through titles, offices and support resources, but individuals attribute meaning to these differences. - E.g. subordinates are reluctant to express an opinion that is different from their manager s, and managers because of

6 either time pressure or arrogance may strengthen status barriers by not being open to feedback. Consideration of self-interest - where data accuracy cannot be independently verified, managers sometimes provide information that is in their own interest - they may provide incomplete data, selecting only information that is in their own best interest. Personal Space - Personal space affects- how close together people stand when conversing. - Suppose someone from a culture where the norm is to stand closer is talking with someone from a culture where the norm is to stand farther apart. - It will be difficult for either to pay attention to what the other is saying. Poor Listening Skills - The receiver must listen in order to hear and understand the sender s message, just as the sender must listen to feedback from the receiver. - Poor listening skills represent a significant barrier to effective communication.

7 OVERCOMING COMMUNICATION BARRIERS Communication Audits - A communication audit examines an organization s internal and external communication to assess communication practice and capabilities and to determine needs. - Communications audits are used to ascertain the quality of communication and to pinpoint any communication deficiencies in the organization. Communication Cultures - Organizations can establish a communication culture where mutual trust exist between senders and receivers, communication credibility is present, and feedback is encouraged. - Managers should encourage a free flow of downwards, upwards, and horizontal communication. - People must feel comfortable in communicating their ideas openly and in asking questions when they do not understand or want to know more. - Information should be available and understandable. Select an Appropriate Communication Medium - When the messages are important or complex, use of rich media, such as face-to-face communication. Encourage Feedback - Communication is a two way process - To ensure that the received message interpreted as intended, feedback from the recipient is necessary.

8 Regulate Information flow and Timing - Do not pass irrelevant information - Or else important information may be buried by information overload or noise. - If you have important message to send, dot send when the recipients are about to leave work or engaged in other tasks. Listen Actively - People must actively listen to others in order to be effective communicators. - This involves; - Stop talking, pay attention, hear before evaluating, listen to the whole message and send feedback.