The Communication Process

Chapter 3Chapter 3

Administrative Office Managers…

Spend more time engaged in Spend more time engaged in communicating than in any other activity.communicating than in any other activity.

Variables Affecting the Communication Process

Nature of the messageBackground of senderBackground of receiverRelationship between sender

and receiverTime of dayUnusual circumstances of those

communicating

Encoding

Is a process that involves translating the thoughts or information into words, signs, or symbols.

DecodingOccurs when the receiver interprets the message and gives it meaning from his or her own perspective.

Communication Flows

UpwardSuperiors

DownwardSubordinates

Horizontally(Laterally)

Other Managers

Downward Communication

Is used by administrative office managers to

1. Keep their subordinates informed.

2. Give them job-related instructions.

3. Provide subordinates with feedbackregarding their job performance.

Factors to Consider in Selecting Appropriate Downward Medium Permanency of recordPermanency of record

If written record required, use written or electronic If written record required, use written or electronic communicationcommunication

ImmediacyImmediacy Oral or electronic Oral or electronic

Need for evidence of understanding or feedbackNeed for evidence of understanding or feedback Oral—face to face or telephoneOral—face to face or telephone

FormalityFormality WrittenWritten

Keep Employees Informed

Small-group Small-group meetingsmeetings

ManualsManuals E-mailsE-mails MemorandumsMemorandums

Factors That Affect the Success of Downward Communication

1. Appropriateness of communication channel

2. Timing and clarity of the message

3. Attitudes of those involved in the communication process

Other Downward Media

Bulletin boardsBulletin boards PamphletsPamphlets

ConferencesConferences InterviewsInterviews GrapevineGrapevine Public AddressPublic Address SpeechSpeech Annual reportsAnnual reports PostersPosters

Upward Communication

Is used by employees to convey to their supervisorstheir feelings, ideas, aspirations, and attitudes

Examples of Upward Communication

Information about one’s jobInformation about one’s job Work-related problemsWork-related problems Organizational policies and proceduresOrganizational policies and procedures Suggestions for improving existing Suggestions for improving existing

practicespractices

Variables That Affect the Success of Upward Communication

The nature of the relationship between the subordinate and the manager.

The quality of the subordinate’s presentation of the message.

The extent to which the content of the message is positive or negative.

The timeliness of the message.The extent to which the substance of the

message is useful.

Methods Designed to Encourage Upward Communication

Social gatheringsSocial gatherings Publications (newsletters)Publications (newsletters) MeetingsMeetings Performance appraisalsPerformance appraisals Attitude surveysAttitude surveys Suggestion systemsSuggestion systems ““True” open-door policyTrue” open-door policy

Horizontal Communication

Takes place between individuals of equal hierarchical rank and is more informal than either downward or upward communication

Functions of Horizontal Communication

It helps employees fulfill their socialization needs.It helps employees and departments

coordinate their activities with one another.It helps others better understand individual

and departmental responsibilities.It helps individuals solve their own

problems before others have to become involved.

The Grapevine

Is a type of informal communication

It is often a fast and surprisingly accurate communication process.

Management sometimes uses the grapevine to assess employee reaction to a proposed change.

Small-group Communication

Three hierarchical levels Three hierarchical levels of administrative office of administrative office managersmanagers Highest rankingHighest ranking Equal rankEqual rank Outranked by one or Outranked by one or

more membersmore members

Nonverbal Communication Expressed byTime

Body

Language

Proxemics

Para-

language

Paralanguage Involves

Speaking rangeSpeaking range IntrusionsIntrusions Speaking rateSpeaking rate PitchPitch PausesPauses VolumeVolume

Barriers to Effective Communication

Taking things or people for granted.Incorrect assumptions regarding

subordinate interest.Characteristics of upward, downward, and

horizontal communication.Semantics (word meanings).Perception of something.

Listening….

Is the weakest communication skill of many Is the weakest communication skill of many administrative office managers.administrative office managers.

Elements of the Listening Process

InternalElements

The listener has to be able to hear the message.

The listener has to be able to attach proper meaning to the words in the message.

Elements of the Listening Process

ContextualElements

Are concerned with the environment in which communication occurs.

Are affected by noise, timeconstraints, accessibility of sender and receiver to each otherand to the communication channel being used.

Elements of the Listening Process

RelationshipElements

A cordial relationship enhances the listening process.

Improve Listening

Concentrate on what is being saidConcentrate on what is being said Avoid doodling while interacting Avoid doodling while interacting

with otherswith others Accept senders for whom they areAccept senders for whom they are Avoid “tuning out” sendersAvoid “tuning out” senders Learn to “listen” to the nonverbal Learn to “listen” to the nonverbal

component of a message with your eyescomponent of a message with your eyes

Improve Listening

Keep listening speed consistent Keep listening speed consistent with sender’s conversation ratewith sender’s conversation rate

Seek clarification if necessarySeek clarification if necessary Listen more objectivelyListen more objectively Listen as intently to unimportant Listen as intently to unimportant

messages as to important onesmessages as to important ones Avoid “listening between the lines”Avoid “listening between the lines”

Decision Making

One of the most important responsibilities One of the most important responsibilities of administrative office managers.of administrative office managers.

Steps in the Decision-Making Process

Defining and limiting the problem (or situation).Defining and limiting the problem (or situation). Analyzing the problem (or situation).Analyzing the problem (or situation). Defining criteria to be used in evaluating various Defining criteria to be used in evaluating various

solutions.solutions. Gathering the data/information.Gathering the data/information. Identifying and evaluating possible solutions.Identifying and evaluating possible solutions. Selecting the best solution.Selecting the best solution. Implementing the solution.Implementing the solution.

Nominal Grouping Technique

Listing

Recording

VotingDiscussing

Final Voting

Sources of Conflict

Limited resources that must be shared.Limited resources that must be shared. Incompatibility of goals.Incompatibility of goals. Organizational reward systems thought to Organizational reward systems thought to

treat some unfairly.treat some unfairly. Changes in the Changes in the

organizational organizational environment.environment.

Factors to Consider for Conflict Resolution Strategy

Background of the conflict situation.Background of the conflict situation. Background of those involved in the Background of those involved in the

conflict.conflict. Relationship between conflicting parties.Relationship between conflicting parties. Benefits to be derived from resolving Benefits to be derived from resolving

conflict.conflict.

Types of Change ConfrontingAdministrative Office Managers

Planned ChangePlanned Change

Is proactive

Is a result of careful planning, developing, and implementing

Reactive ChangeReactive ChangeIs forced change

Is a result of events that make change necessary

Steps Involved in Implementing Change

Recognize the need for change. Plan the change. Recommend a plan. Decide about the plan Implement the plan.

THE END