HND – 7. CommunicationLim Sei Kee @ cK

Do you think you communicate a lot?

Writing, Reading, Speaking, Listening =

Communication

Communication is defined as the transfer and

understanding of meaning.

Introduction

∘ Communication Functions:

◦Control member behavior

◦Foster motivation

◦Provide a release for emotional expression

◦Provide information needed to make decisions

Communication

The steps between a source and a receiver that result in the

transference and understanding of meaning.

Key parts –1. The sender

2. Encoding

3. The message

4. The channel

5. Decoding the receiver

6. Noise

7. Feedback

Communication process

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 Channels

Downward – flows from one level of a group or organization

to a lower level

Upward – flows to a higher level in the group or organization

Lateral – takes place among members of the same work

group, among members of work groups at the same level,

among managers at the same level

Direction of communication

CEO

VP

Mgr Mgr

VP

Mgr Mgr

Direction of Communication

DOWNWARD

UPWARD

LATERAL

Oral Communication

Written communication

Nonverbal communication

Interpersonal communication

Speeches, formal one-on-one and group discussion, informal rumor, grapevine

Advantages - • Speed & feedback If unsure, rapid feedback allows for early

detection by sender Encouraging morale among organizational

employees. Best used to transfer private and confidential

information/matter

Oral communication

Relying only on oral communication may not be sufficient

Oral communication is time-saving, but in case of meetings, long speeches consume lot of time and are unproductive at times.

Oral communications are not easy to maintain and thus they are unsteady.

There may be misunderstandings as the information is not complete and may lack essentials.

Disadvantages - oral communication

Memos, letters, fax, email, instant messaging, notices, bulletin

AdvantagesTangible and verifiableAvailable for future referencesFor lengthy and complex communicationWell thought, logical and clearThere is a lesser chance for the message to be

misunderstood

Written communication

Disadvantages of written communication-

Time consuming

People may not always read them

No immediate feedback

Body Movement◦Unconscious motions that provide meaning

Intonations and Voice Emphasis◦ The way something is said can change meaning

Facial Expressions◦ Show emotion

Physical Distance between Sender and Receiver◦ Can express interest or status

Nonverbal Communication

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 receiver’s interpretation of message

Interpersonal Communication

Formal small-group networks

Grapevine

Computer-Aided communication

Organizational communication

Chain – rigidly follows the formal chain of command

Wheel – relies on a central figure to act as the conduit for

all the group’s communication

All-channel – permits all group members to actively

communicate with each other

Formal small-group networks

Common Formal Small-Group Networks

NETWORKS

CRITERIA CHAIN WHEEL ALL CHANNEL

Speed Moderate Fast Fast

Accuracy High High Moderate

Emergence of a leader

Moderate High None

Member satisfaction

Moderate Low High

Small-group networks and effectiveness criteria

The organization’s informal communication network

Grapevine Characteristics

◦Informal, not controlled by management.

◦Perceived by most employees as being more believable and reliable than formal communications.

Grapevine

Advantages-

Creates a social bond

The grapevine fills in a gap that is left when official information

is missing

Disadvantages-

◦ Information that gets spread through the grapevine is not

verified

◦ People's reputations, careers, and lives can get destroyed

E-mail◦ Advantages: quickly written, sent, and stored; low cost for

distribution

◦Disadvantages: Messages are easily and commonly misinterpreted

Not appropriate for sending negative messages

Difficult to “get” emotional state understood – emoticons

Non-private: e-mail is often monitored and may be forwarded to anyone

Computer-aided communicationE-mail

Forms of “real time” communication of short messages that often use portable communication devices.

◦ Fast and inexpensive means of communication

◦ Can be intrusive and distracting

◦ Easily “hacked” with weak security

◦ Can be seen as too informal

Instant Messaging◦ Immediate e-mail sent to receiver’s desktop or deviceText Messages◦ Short messages typically sent to cell phones or other handheld

devices

Computer-aided communicationInstant/Text Messaging

Linked systems organically spread throughout the nation and world that can be accessed by a PC

Includes:◦ Social networks like MySpace® and Facebook®

◦ Corporate networks such as IBM’s BluePages®

Key Points:◦ These are public spaces – anyone can see what you post◦ Can be used for job application screening◦ Avoid “overstimulating” your contacts

Computer-aided communicationNetworking Software

Blogs: Web sites about a single person (or entity) that are typically updated daily◦A popular, but potentially dangerous activity:

Employees may post harmful information Can be against company policy to post in a blog during

company time and on company equipment/connections

Videoconferencing: uses live audio and video Internet streaming to create virtual meetings◦ Now uses inexpensive webcams and laptops in place of formal

videoconferencing rooms

Computer-aided communication:Blogs & Videoconferencing

The amount of information that can be transmitted

during a communication episode

Channel richness

Choosing the Best Communication Channel: Media Richness

The channel’s data-carrying capacity needs to be aligned with the communication activity

High richness when channel:1. conveys multiple cues 2. allows timely feedback 3. allows customized message 4. permits complex symbols

Filtering - A sender’s manipulation of information so that it

will be seen more favorably by the receiver

Selective perception - People selectively interpret what

they see on the basis of their interests, background,

experience, and attitudes

Information overload - A condition in which information

inflow exceeds an individual’s processing capacity

Barriers to effective communication

Emotions - How a receiver feels at the time a message is received will

influence how the message is interpreted

Language - Words have different meanings to different people

Silence – Absence of information

Communication Apprehension - Undue tension and anxiety about

oral communication, written communication, or both

Barriers to effective communication

Cultural Barriers◦Barriers caused by semantics◦Barriers caused by word connotations◦Barriers caused by tone differences◦Barriers caused by differences among

perceptions

Barriers to effective communication

◦Assume differences until similarity is proven.

◦Emphasize description rather than interpretation or evaluation.

◦Practice empathy.

◦Treat your interpretations as a working hypothesis.

Cultural Guide

1. Is lying a barrier to effective communication?

2. Is there a way to detect liars?

Discussion Qs