CommunicationIn today’s turbulent environment,
communication is at the top of everyone’s needed-skills list.
Effective communication, both within the organization and with people outside the company, is a major challenge and responsibility for managers.
1
What is Communication?Process by which information is exchanged
and understood by two or more people, usually with the intent to motivate or influence behavior
Manager = 80% every working day in direct communication with others – 48 min/hour
Manager = 20% every work day in communication in the form of reading and writing -12 min/hour
2
What is Communication?The transfer and understanding of meaning
if no information has been conveyed, communication has not occurred
everything that a manager does involves communicatingeffective communication does not equal agreementineffective communication is the basis for many
managerial problems
The Manager as Communication Champion
4
interpersonal communication - occurs between people
organizational communication - all the patterns, networks, and systems of communication in an organization
11-5
Process Of Communication
Elements of the Processmessage - expresses the purpose of the
communicationencoding - converting the message in symbolic form
affected by the skills, attitudes, and knowledge of the sender, and by the culture of the organization
channel - medium for conveying the messagedecoding - retranslating symbols into a message
affected by personal characteristics of the receivernoise - disturbances that interfere with the
transmission, receipt, or feedback of a message message itself and channel can distort communications feedback also subject to same sources of noise
The Communication Process
Sender
Message Medium Receiver
Encoding
Feedback
Message
Decoding
Noise
Channel Richness
8
nonverbal communication - communication without words types
body language - gestures, facial expressions, and other body movements that convey meaning
verbal intonation - emphasis someone gives to words or phrases that conveys meaning
every oral communication is accompanied by a nonverbal message
nonverbal component usually carries the greatest impact
Nonverbal Communications
Messages transmitted human actions and behaviors rather than through words
Occurs mostly face-to-faceVerbal Impact = 7 %Vocal Impact = 38 %Facial Impact = 55 %
10
Most nonverbal communication is unconscious or subconscious
Facial Expressions Convey Emotions
Barriers to Effective Interpersonal CommunicationFiltering - the deliberate manipulation of
information to make it appear more favorable to the receiver upward communication is condensed by senders to avoid
information overload by top-level receivers extent of filtering affected by:
the number of vertical levels in the organization culture of the organization
Selective Perception - what people see and hear influenced by their attitudes, background, and experience
Emotions - interpretation of a message affected by the way the receiver feelsextreme emotions likely to hinder effective communication
Information Overload - information available exceeds processing capacityfrequent complaint of executives
Defensiveness - behaviors that result from feeling threatened hinders effective communication
Language - meaning of words differs among people with diverse backgrounds jargon - specialized terminology used by a
group even those who speak the same language
may use it quite differentlyNational Culture - cultural values
affect the way people communicate
Overcoming the Barriers to Effective Interpersonal CommunicationUse Feedback -Simplify Language – Listen Actively -
Active Listening Behaviors
Don’t overtalk
Be empathetic Make eye contact
Exhibit affirmativehead nods and
appropriatefacial expressions
ActiveListening
Avoid distractingactions orgestures
Avoid interruptingthe speaker
Ask questions
ListeningOne of the most important tools of
manager communication – both to employees and to customers
Listening = skill of receiving messages to accurately grasp facts and feelings to interpret the genuine meaning
75% of effective communication is listening – most people spend only 30-40% listening
17
Keys to Effective Listening Listen activelyFind areas of
interestResist distractionsCapitalize on the
fact that thought is faster tan speech
Be responsive
Judge content, not delivery
Hold one’s fireListen for ideasWork at listeningExercise one’s
mind
18
Constrain Emotions - emotions severely cloud and distort the transference of meaningrefrain from communicating until one regains her/his composure
Watch Nonverbal Cues - actions should be aligned with wordsnonverbal message should reinforce verbal message
Organizational CommunicationFormal Communication
communication that follows the official chain of command or is communication required to do one’s job
takes place within prescribed organizational work arrangements
Informal Communicationnot defined by the organization’s
structural hierarchyfulfills two purposes
permits employees to satisfy their needs for social interaction
creates alternative, and frequently faster and more efficient, channels of communication
21
Direction of Communication FlowDownward - flows from a manager to subordinates
used to inform, direct, coordinate, and evaluate employeesUpward - flows from subordinates to managers
keeps managers aware of employees’ feelings source for ideas on improving operations amount of upward communication affected by the culture
of the organization trust and empowerment increase upward flow mechanistic and authoritarian environment decrease
upward flow
Diagonal - cuts across both work areas and organizational levelsbenefits efficiency and speede-mail facilitates diagonal communication
Horizontal Communications
Lateral or diagonal exchange of messages among peers or coworkers
Horizontal communications categories 1. Intradepartmental problem solving 2. Interdepartmental coordination 3. Change initiatives and improvement
24
Inform and request support as well as coordinate activities
Particularly important in learning organizations
Team Communication Channels
Organizational Implications
With complex and difficult team activities, all members should share information in a decentralized structure – all information with all members
With simple problems, centralized communication structure – communicating through one individual to solve problems or make decisions
25
Organizational Communication NetworksOrganizational Communication Networks
combination of vertical and horizontal flows into a variety of patterns
Types of Networks chain - communication flows according to
the formal chain of command wheel - flows between a clearly identifiable
and strong leader and others in a work group or team
all-channel - flows freely among all members of a work team
no single network is best for all situations
Three Common Organizations Communication Networks and How They Rate on Effectiveness Criteria
Personal Communication Channels
Exist outside formal authorized channels
Do not adhere to organization’s hierarchy of authority
Primary way information spreads and work gets accomplished
28
Coexist with formal communication channels
Developing Personal Communication Networks
Build it before you need it
Never eat lunch alone
Make it win-win
Focus on diversity
29
Personal Communication ChannelsThree important types of
channels
1.Personal Networks
2.Grapevine-rumour is undesirable feature of grapevine
3.Management By Wondering Around
30
Communicating during turbulent timesOpen Communication
Sharing all types of information throughout the company, across functional and hierarchical levels
Recent trend - reflects manager’s increased emphasis onEmpowering employeesBuilding trust and commitmentEnhancing collaboration
31
Crisis CommunicationPrimary Skills
Maintain your focusBe visibleGet the awful truth outCommunicate a vision for the
future
32
Feedback and Learning
Feedback – Enables managers to determine whether they have
been successful in communicating with othersIs often neglectedGiving & receiving feedback is typically difficult –
both for managers & employeesSuccessful managers focus their feedback
To help develop the capacities of subordinatesTo teach the organization how to better reach its
goals
33
Managers use evaluation & communication to help individuals
SemanticsMeaning of words and
the way they are used
34