chapter 3 - communication
TRANSCRIPT
Chapter 3Communicat ion
PRESENTED BY:Cuevas, Cyra DCGalos, Wella O. Manalop, Rosemarie L.
Subject: HRM 2
Professor: Dr. Abelito T. Quiwa
OutlineOUTLINEI. CommunicationII. Types of CommunicationIII. Factors that Affect the Quality of CommunicationIV. Barriers to CommunicationV. Transactional AnalysisVI. Assertive CommunicationVII. Filipino Values and Communication
Learning ObjectivesLEARNING OBJECTIVES1.To be able to discuss the definition of communication;2.To be able to identify and explain the types of
communication;3.To be able to understand the factors that affect the
quality of communication;4.To be able to know the barriers to communication;5.To be able to understand the essence of transactional
analysis;6.To be able to discuss the assertive communication;
and7.To be able to know the Filipino values and
communication.
Defin i t i on and p rocessCommunication is a process which aims to transfer and implement the meaning of symbols from one person, group or organization to another.
Andersen considers it as “a
dynamic process in which man
consciously or unconsciously
affects the cognition of another
through materials or agencies
used in symbolic ways.
Defin i t i on and p rocess
Sender is the
communicator who can
be any person, group or
organization.
Sender encodes the message into appropriate symbols for
transmission.
Receiver likewise can
be an individual, group or
organization.
He decodes the symbols
to understand
the message.
TYPES OF COMMUNICAT ION
1.Number if people involved
a. Intrapersonal communication
This occurs when the sender and the receiver of
the message is one and the same person.
b) Interpersonal communication
This requires two people interacting
with each other. The supervisor and
the employee talking to each other
for instance can illustrate this type. The process involves several
people.
c) Group communicationThis takes place with an
indefinite number of people which some
would term as a faceless audience.
d) Mass communication
2. Level of sourcea) Downward
The message flows from top to bottom, from higher to lower authority.
The main motivation for this type of communication ... is to guide and direct the behavior of those individuals at the lower organization levels.
TYPES OF COMMUNICAT ION
This is the very opposite of the illustration.
The group below feels free to initiate and suggest new programs and projects which are welcomed by management.
b) Upwardc) Horizontal Horizontal communication is
communication across rather
than along the formal chain
of command. Individuals
communicate with others
who are on the same level.
Communication starts at any point or level; moves on to another point or level, moves back and forth in either formal or informal progression or retrogression
d) Circular
The direction of information
flow takes this type of
communication in inter-unit
exchanges or in co-orientation
activities. Again,
communication flows across
the chain of command
e) Cross-channel/Diagonal communication
Factors that affect the Quality of Communication
It is best to view communication in terms of a configuration of interacting elements. Communication should be designed so that the various elements complement rather than negate each other.
Goal Clarity
Ultimate goal of communication is
to share meanings, it is also to share
them in order to arrive at the outcome for
which communication is
intended.
Sender
The person of the sender—his qualities, characteristics, status, role---affects communication flow.
Receiver
The person or the recipient---his
qualities, characteristics,
status, role, emotional state---is a factor in the success or failure
of communication.
Share experience
Effective communication depends much
on the meanings perceived each
of the sharers of the
communication.
Symbol
Communication is largely SYMBOLIC. It is achieved through the use of symbols---both verbal (words) and non-verbal (pictures, actions or inactions).
VERBAL COMMUNICATION (written and oral) should be formulated with much care. Is the content pertinent and
relevant to the issue at hand or to the issue at hand or to the objectives of the
organization and those of its constituents? Is it in good
grammar, simple and easy to understand? Is it clean with
right paging, intention, paragraphing and in the
right type and size paper?
NON-VERBAL COMMUNICATION
occurs very frequently and
can be very expressive like
stop and go traffic lights, the way one walks or
talks, one’s clothes, house,
and food. In fact, anything about a person is saying
much of him.
MEDIUM- The message can take various forms; a typed letter, a bulletin board notice, a lecture, a demonstration, a projected transparency, a radio broadcast, a televised a program, a telephone call, a drawing, a painting, a song, ringing of a bell, ad infinitum.
PATHWAYS The passages through
which the message travels can either be clear
or clogged up with physical or psychological
disturbances. A clean, clear passage devoid of noise and breakdowns
makes for fast communication and thus
more and better transactions.
INFORMATION OVERLOAD- due to fast technological
processes of accumulating and transmitting information
thru the radio, television, satellite network,
telecommunications, newspapers, etc., many of
our “managers are drowning in a flood of numbers, data,
information, and indices, and their failure to cope effectively with such
information overload will have serious and even
disastrous consequences not only for their organizations
but for our entire economy.”
The reaction by the recipient to the
communication is, by and large, the
main criterion that determines its
success or failure. When the message
is received and taken in the very same context and purpose that it is
sent, communication is considered good
and successful.
Barriers to Communication
Anything that can impede the
flow of communication in any form and at any point is a
barrier to communication.
PHYSICAL BARRIERS- This
includes impediments in
relation to distance, timing,
efficiency of modes used like
telephone, telegraph, or
post office amenities.
SOCIAL BARRIERS- differences between
sender and receiver in certain factors like age,
financial status, educational and family
backgrounds, intellectual ability, religion, health
status may deter the flow or the understanding of messages that are sent.
PSYCHOLOGICAL BARRIERS- the effective
mode is the most difficult area to tackle
in communication. Envy, jealousy,
unpleasant feelings, and emotions caused
by insecurity and conflict should be given outlets for expression and those in charge should know how to
manage these outbursts.
An analysis of the verbal transaction between two persons is a very interesting process called Transactional Analysis.
TA was developed by Canadian-born US Psychiatrist
Eric Berne during the late
1950s.
Early Transactional Analysis Theory and Model
TRANSACTION STIMULUS - when two people encounter each other, one of them will speak to the other. TRANSACTION RESPONSE - the reaction from the other person.AGENT - the person sending the stimulus.RESPONDENT - the person who responds.
EGO STATES are sets of thoughts, feelings, behaviors, gestures, etc., that characterize the predominant condition
of the person at the moment of communication.
Berne said that each person is made up of three alter ego states:
• Parent• Adult• Child
PARENTOur ingrained voice of
authority, absorbed conditioning, learning
and attitudes from when we were young.
ADULTOur 'Adult' is our ability to think and determine
action for ourselves, based on received data.
CHILDOur internal reaction and
feelings to external events form the 'Child'.
Three Alter Ego States
In other words:• Parent is our 'Taught'
concept of life• Adult is our 'Thought'
concept of life• Child is our 'Felt' concept of
life
McAfee and Champagne Three Response Patterns
1. COMPLEMENTARY TRANSACTIONmessage sent to one ego state gets the predicted or expected response from the other individual.
2. CROSSED TRANSACTION occurs when a message addressed to one ego state gets an unexpected response from another ego state.
3. ULTERIOR TRANSACTION involves hidden meaning. In this situation, one message is on the observable, social level and one is on the hidden, psychological level.”
Three modes of behavior are displayed when
communicating with others: passiveness,
aggressiveness and assertiveness.
Assertive Communication “fails to express his
thoughts and feelings and does not stand up
for the rights being violated.”
“expressing your thoughts and feelings and defending your rights in a way that is usually inappropriate and often violates the rights of
others.”
“standing up for your rights and expressing your
thoughts and feelings in a direct appropriate way that
does not violate the rights of others.”
Assertive Communication Formula
There are four parts to effective assertive communication - Here is the formula:
when I feel , because . I need .
Correct Behavior Description Incorrect Behavior Description
1. When you sleep on your job. When you break company policies.
2. When you keep interrupting your
classmates when they are talking. When you are impolite and discourteous
to your classmates.
3. When you wake me up with your
noise upon entering the bedroom. When you do not respect others who are
already asleep.
The behavior description should be clear, specific and direct instead of being hazy, general and implicit. Below are examples of correct and incorrect behavior descriptions.
Training to become assertive is becoming more popular as the need is felt to help people overcome their hesitancy in expressing their true feelings, sentiments, opinions, ideas and values. They are given assistance in articulating themselves in appropriate ways and to ask for what they want or need.
Training to become Assertive
Dubrin enumerates the three goals of assertiveness training:
knowing how one feels;saying what one wants;
andgetting what one wants
Keen Observation and Reflective Listening Skills
The criterion to use in determining whether communication is successful or not is the way it is received by its recipient. Two ways of achieving this are through perspective observation and keen listening skills on the part of both the sender and receiver.
As Megginson, an Industrial Psychologist for Effective Counseling points out, “The first rule for a counselor is to keep his mouth shut; the second is to keep his ears open; the third is to keep his eyes open,…” the fourth rule as given by Walters is to keep his perception and intuition alert to ‘sense’ what is really bothering the subordinate. The counselor does not only listen to what the counselee says but must also listen for what he does not say.
Certain artifacts are prized and cherished most by Filipinos like economic security, the family, group, education, and spiritual life. Of these, the desire to be part of a group stands out and it affects the communication process significantly.
The need to belong to a group is stronger than the need to assert one's individual identity. This is reflected in behavior that shows pakikisama (togetherness), Smooth Interpersonal Relationship (SIR), tayo-tayo (us and we-ness), and bayanihan (unity and cooperation). Nepotism in the work setting is practiced in the name of paternalism, tayo-tayo, bayanihan, palakaran, palakasan.
We are more groupistic than individualistic. Knowing this, business firms utilize our strong value of pakikisama to sell products. An example is a television advertisement with the theme, "Iba ang may pinagsamahan......"
In order not to hurt any person or group and be left alienated, the typical Filipino uses smooth interpersonal relations techniques like euphemisms.
As pointed out by Cesar M. Mercado, professional managers and supervisors, both local and foreign, are often perplexed by the Filipino worker's "strange" communication behaviors.
Being groupistic can facilitate team work. It has been observed that Filipino students perform better in group case analysis and presentation than their Western counterparts.
SUMMARY
Communication is a very important element in our relationship with others. It may facilitate or impede smooth transactions and processes with individuals, groups and organizations. It aims to convey and implement symbols of various kinds, verbal and non-verbal and its ultimate objective is to share meanings. Since it is the lifeblood of any organization, it behooves every number of it, from top to bottom levels, to foster effective communication.
The main elements of the communication process consist of the sender or source, symbol or message, the receiver or audience, its pathways and feedback. If any of these is deficient or misunderstood, communication is affected.
The most effective communication results when congruence exists between meanings of symbols as perceived by both sender and receiver. Shared experiences are a very important ingredient in successful communication. Barriers to communication can originate anywhere from sender so receiver. Usually, it would take plenty of hard work, must and patience on their part to remove or to overcome such barriers.
One of the most difficult impediments is culture incongruence, particularly on values, between management and labor or between foreign groups and Filipino nationals to multinational corporations. Seminars and workshops utilizing unstructured methodologies on coping with cultural differences help in alleviating this communication problem.
The process of communication can take any of the following routes: downward, upward, horizontal, circular, cross-channel/diagonal. The manner by which messages or symbols are transmitted can take various forms at three levels (top management, middle management and rank and file) through both formal and informal channels.