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Communication

15

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Importance of Good Communication

Good Communication allows a firm to Learnnew skills and technologies.

Become more responsiveto customers. Improve Qualityof their product or service. Foster innovation

Effective communication is needed by allManagers

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The Communication rocess

Communication consists of two phases!

". "ransmission #$ase% information is shared #y $ or

more people.

$ &eedbac' #$ase% a common understanding is assured.

%tarts with the %enderwho wants to share information.

%ender must decide on a message to share

%ender also puts the message into sym#ols or language&a process called encoding.

'oise! anything harming the communication process.

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The Communication rocess

MessageMessage EncodingEncoding MediumMedium )ecoding)ecoding

)ecoding)ecoding MediumMedium EncodingEncoding MessageMessage

*eceiver*eceiver

+now sender,+now sender,enderender

"ransmission .$ase

&eedbac' .$ase

0IE

0IE

Figure 15.1

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The Communication rocess

(essages are transmitted over a mediumto a receiver.

Medium%pathway the message is transmitted on

)phone& letter*.

*eceiver%person getting the message.

+eceiver ne,t decodesthe message.

)ecodingallows the receiver to understand the message.

This is a critical point& can lead to mis-understanding. Feed#ackis started #y receiver and states that the

message is understood or that it must #e re-sent.

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Communication Issues

Encodingof messages can #e done ver#ally or non-ver#ally

erbal% spoken or written communication.

onverbal% facial gestures& #ody language& dress.

%ender and receiver communicate #ased on their#erce#tion.

%u#ective perception can lead to #iases and stereotypes

that hurt communication.

/ffective (anagers avoid communicating #ased on a

pre-set #elief.

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0angers of Ineffective Communication

(anagers spend most of their time communicating so#oth they and the su#ordinates must #e effectivecommunicators. To #e effective!

%elect an a##ro#riate mediumfor each message. There is no one 1#est2 medium.

Consider information ric$ness! the amount of

information a medium can carry.

(edium with high richness can carry much information toaid understanding.

Is there a need for a #a#er/electronic trailto provide

documentation3

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Information +ichness and (edia Type

&ace-to-face&ace-to-face

communicationcommunication

&ace-to-face&ace-to-face

communicationcommunication

erbal communicationerbal communication

electronicallyelectronically

transmittedtransmitted

erbal communicationerbal communication

electronicallyelectronically

transmittedtransmitted

erbal communicationerbal communication

electronicallyelectronicallytransmittedtransmitted

erbal communicationerbal communication

electronicallyelectronicallytransmittedtransmitted

Im#ersonal writtenIm#ersonal written

commun-commun-

icationication

Hig$

*ic$ness

ow

*ic$ness

Figure 15.2

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Communication (edia&ace-to-&ace! highest information richness.Can take advantage of ver#al and nonver#al signals.

rovides for instant feed#ack.

(anagement #y wandering around takes advantage of this with

informal talks to workers.

ideo Conferences!provide much of this richness.

+educe travel costs and meeting times.

erbal Communication electronically transmitted! has ne,t

highest richness.hone conversations& #ut no visual nonver#al cues.

0o have tone of voice& sender4s emphasis and 5uick feed#ack.

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Communication (edia.ersonally 8ddressed 9ritten Communication%lower richness

than the ver#al forms& #ut still is directed at a given person.

ersonal addressing helps ensure receiver reads it.

Letters and e-mail are common forms.

Cannot provide instant feed#ack to sender #ut can get feed#acklater.

/,cellent for comple, messages needing follow-up.

Im#ersonal 9ritten Communication%lowest richness.

Good for messages to many receivers. Little feed#ack ise,pected.

'ewsletters& reports are e,amples.

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/-(ail Trends

E-mailuse is growing rapidly in large firms& and thereare even special e-mail eti5uette!

6ords in all C8.I"8are seen as 1screaming2 at the

receiver.

.unctuate your messagesfor easy reading and don4t

ram#le on.

ay attention to s#ellingand treat like a written letter.

/-mail has allowed telecommuting& where workers canwork from home and #e in touch with e-mail.

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Communication 'etworks

'etworksshow information flows in an organi7ation.

9$eel etwor'% information flow to and from one

central mem#er.

C$ain etwor'% mem#ers communicate with peoplene,t to them in se5uence.

6heel and Chain networks provide for little interaction.

Circle etwor'% mem#ers communicate with others

close to them in terms of e,pertise& office location& etc.8ll-C$annel etwor'% found in teams& with high levels

of communications #etween each mem#er and all

others.

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Communication 'etworks in Groups 8Teams

9$eel etwor'

Circle etwor'

C$ain etwor'

8ll C$annel etwor'

Figure 15.3

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9rgani7ation Communication 'etworks

0rgani:ation c$artdepicts formal reporting channels.

Communication is informal and flows around issues&

goals& and proects.

ertical Communication%goes up and down thecorporate hierarchy.

Hori:ontal Communication%#etween employees of the

same level.

Informal communications can span levels and departments.Gra#evine% informal network carrying unofficial

information through the firm.

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9rgani7ational Communications 'etworkFigure 15.4

&ormal

Communication

Informal

Communication

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Technological :dvances

Internet! glo#al system of computer networks

(any firms use it to communicate with suppliers.

9orld 9ide 9eb +999,%provides multimediaaccess to the Internet.

Intranets!use the same information concepts as theInternet& #ut keep the network inside the firm.

Grou#ware! software designed to let workers share

information and improve communication.

Best for team oriented support.

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Communication %kills for (anagers as%enders

%end clear and com#letemessages.

Encode messagesin sym#ols the receiver understands.

%elect a medium a##ro#riatefor the message :'0

monitored #y the receiver.

8void filtering)holding #ack information* and

distortion as the message passes through other workers.

Ensure a feedbac'mechanism is included in themessage.

.rovide accurate informationto avoid rumors.

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Communication %kills for (anagers as+eceivers

.ay 8ttentionto what is sent as a message.

;e a good listener% don4t interrupt.

:sk 5uestions to clarify your understanding.

;e em#at$etic% try to understand what the sender feels.