principles of management chapter 13 gtu mba
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Communicationis the transfer ofinformation from a sender to a receiver,with the information being understood
by the receiver.
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The communication model provides anoverview of the communication process,identifies the critical variables, and shows
their relationships.
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Sender of the messageHis/her thought gets encoded
Use of a channel to transmit the message
Receiver of the message Reception, decoding, understanding
Noise hindering Communication Anything that hinders communication
Feedback in communication Situational & organizational factors
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Noise is anythingwhether in the sender, thetransmission, or the receiverthat hinderscommunication
For example: Encoding may be faulty because of the use of
ambiguous symbols. Transmission may be interrupted by static in
the channel, such as may be experienced in apoor telephone connection.
Inaccurate reception may be caused byinattention.
A noise or a confined environment may hinder
the development of a clear thought.
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To check the effectiveness ofcommunication, a person must havefeedback.
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Factors in the external environmentaffecting the communication process maybe educational, sociological, legal-political,
and economic.Geographic distance is another situational
factor.
The communication model provides anoverview of the communication process,identifies the critical variables and showstheir relationships.
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Downward communicationUpward communicationHorizontal communication (between
people on the same or similarorganizational levels)
Diagonal communication (between
persons from different levels who arenot in direct reporting relationshipswith one another)
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An ombudspersoninvestigatesemployees' concerns and provides avaluable upward communication link to
enhance effective upwardcommunication
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Written communication
Oral communication
Nonverbal communication
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Oral, written, using IT
Face-to-face communication
Group meetingsVideo-conferencing
Wireless, telephone, fax, voicemail, e-
mail etc.
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Lack of planning Unclarified assumptions Semantic distortion
Poorly expressed messages Communication barriers in the internationalenvironment
Loss by transmission and poor retention Poor listening and premature evaluation
Impersonal communication Distrust, threat, and fear Insufficient period for adjustment to change Information overload
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Selective perceptionpeople tend toperceive what they expect to perceive.
The influence of attitudethepredisposition to act or not to act in acertain way.
Differences in status and power
between the sender and the receiver ofinformation.
Information passing through several
organizational levels tends to bedistorted.
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See the eight guidelines in thetextbook that can help overcome
the barriers to communication.Analyze a situation using theguidelines
Listening: A Key to UnderstandingHow have you solved
communication problems in your
life?
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Use simple words and phrases. Use short and familiar words. Use personal pronouns (such as you)
whenever appropriate. Give illustrations and examples; use
charts. Use short sentences and paragraphs. Use active verbs, such as The manager
plans. Avoid unnecessary words.
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TelecommunicationTeleconferencing
A group of people interacting with each otherby means of audio and video media withmoving or still pictures.
Use of Computers for InformationHandling and Networking E.g. instant messaging shows whether a
friend or colleague is connected to theInternet; if connected, messages can beexchanged instantly.
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ESSENTIALS OF EFFECTIVECOMMUNICATION
If the sender is using multiple media & channels, thereceiver needs to pick up and understand both verbal& non-verbal parts of the message.
Issues of communication should be clearly separated
from other problems. If the communication involves speech, effective
communication requires active listening where thelistener reflects on what the other person has said,
interprets it without bias and is able to summarize it. Effective communication includes raising of
appropriate questions and probing by the receiver.
Effective communication provides for giving as well as
receiving feedback in the interest of accurate
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