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8/10/2019 For 4 Communication

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Communication


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Communication

The process by which people attempt to share meaning via thetransmission of symbolic messages.

Communication involves three essential points:

(1) People trying to understand how they relate to each otherto avoid misunderstanding

(2) Shared meaning which suggests that in order for people tocommunicate, they must agree on the definition of theterms they are using

(3) Symbols like gestures, sounds, letters, numbers, and wordsto represent or approximate the ideas that they are meantto communicate.


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A Model of the Communication Process

SENDER

(source) Encoding Channel Decoding Receiver

Noise

Receive Transmit

Feedback


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Barriers to Communication

1. Noise

2. Frames of reference

3. Filtering4. Distrust

5. Value judgment

6. Misinterpretation


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How to Improve Your Communication Skills

1. The Sender

1.1 Plan your message. Understand your

objective, audience, what you want tosay, and how to get feedback.

1.2 Good communicators use KISS.


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How to Improve Your Communication Skills

3. Choosing the Right Channelformalcommunication, email, facsimile, cellphone, web conferencing, social

networking sites, etc.

4. DecodingReceiving and Interpreting a

Message

5. Feedback


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What to Aim For: Effective and Efficient

Communication

Effective communicationwhen thereceiver receives the message as the senderintended

Efficient communicationwhen the messageis transmitted at minimal amount of timeand resource

Good communication takes place when aneffective message is delivered in an efficientmanner.


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Factors Influencing Organizational Communication

(1) Formal channels of communication

A means of communication that is endorsed, andprobably controlled, by managers.

Effective in two ways:

(1) Cover an ever-widening distance as

organizations develop and grow

(2) Inhibit the free flow of information betweenorganizational levels


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(2) Authority Structure

Communication is affected by hierarchy of control withinthe organization, e.g., status and power, authoritydifferences, etc.

(3) Job Specification

Facilitates communication within differentiated groups.

Members of the same group are more likely to share thesame jargon, time horizons, goals, tasks, and personal styles.


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(4) Information Ownership

Individuals possess uniqueinformation and knowledge about

their jobs, and many are unwilling to

share their knowledge with others.


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Communication Channels

1. Formal communication

1.1 vertical communicationupward anddownward communication

1.2 lateral communication

2. Informal communication

2.1 grapevine2.2 management by wandering

2.3 small group network


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1.1 Vertical Communication

1. Downward communication

To advise, inform, direct, instruct andevaluate employees and provide

organization members with informationabout organizational goals and policies.

A problem arises managers do not provide

employees the information they need tocarry out their assigned tasks effectivelythus they feel confused, uninformed,powerless.


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2. Upward communication

To supply information to the upper levels

about what is happening at the lower levels,including progress reports, suggestions,explanations, and requests for aid ordecisions.

Hotlines provide additional upward anddownward communication of verticalcommunication.


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Two-thirds of communication are handledby middle managers either with higher-

ranking and lower-ranking people (Lyman

Porter and Karlene Roberts).

Middle managers are likely to filter, modify,

condense, or halt downward and upwardcommunication especially those that will

reflect unfavorably on them.


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1.2 Lateral Communication

Lateral Communicationoccurs between

departments of an organization that

generally follows the work flow ratherthan the chain of command, and thus

provides a direct channel for coordination

and problem solving.


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2. Informal Communication

Informal Communicationoccurs within theorganization but is not sanctioned.

2.1 Grapevine

2.2 Management by wandering

2.3 Small group networks


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Improving Formal Channel of

Communication

1. Downward communicationshorterchains of communication

2. Upward communicationincreasingavenues for valuable feedback

3. Lateral communicationincreasingteambuilding skills


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Improving Informal Channel of

Communication

1. Managers should keep informalcommunication channels open with alllevels of employees to be aware of rumors,

ideas, concerns, problems.

2. Managers should release information thatwill counter gossip about the organization,

address concerns to improve employeerelations, and share ideas to improve workefficiency.


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Negotiating to Manage Conflicts

Conflict

Can occur on interpersonal or organizational level

Negotiation

The use of communication and bargaining skills tomanage conflict and reach mutually satisfyingoutcomes.

Preparation is a key concern for the negotiator.


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The actual negotiations depend on:

(1) Whether the parties see their interests depending

on each other

(2) The external trust or distrust between the parties

(3) Each partys ability to communicate clearly and topressure or coerce the other party to accept itspoint of view

(4) Personalities and idiosyncrasies of actual people

involved

(5) The goals and interests of the parties


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Stability of Negotiations Outcomes

Two kinds of negotiation processes

(1) Integrative Process

Known as win-win solution, the prospectsfor both parties are encouraging

Parties attempt to reconcile their stakesthus negotiations are characterized byopen, empathetic communications


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(2) Distributive process

Parties tend to seek maximum gains and

wants and want to impose maximumlosses to the other.

Known as win-lose situation, zero-sum

Contentious and unstable processes thatcan become self-perpetuating

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