workplace communication management-20!01!2011

8/6/2019 Workplace Communication Management-20!01!2011

1/77

WORKPLACE

COMMUNICATIONMANAGEMENT


2/77

WORKPLACE COMMUNICATIONMANAGEMENT

Are you a good communicator?

Do you always chose the right words, whenyou give massage to other?

Do you always find out exactly what theother person want you to do, when youtake massages from others?


3/77

This module will help you

to learn, applications ofcommunication in yourworkplace. Some of them

are, Collect information, record it and hand it on

to others

Give and follow instructions

Work in small group

Use your time effectively


4/77

Kool Air

Kool

Air

Installati

onsection

Canteen

Personnelsection

Sales

Delivery

section

Design &Research

OfficeAdministratio

n

Servicesection

Productionfactory


5/77

Human Needs

Primary Needs Secondary Needs

FoodWaterSleepMaternal drive

Affiliation

StatusAnd all theother needs


6/77

The Basis forCommunication

The innate need ofhumans to associate their

own kind


7/77

Communication(Definition)

Communication is theprocess of exchange ofinformation between two or

more peoples in a way thatcreates understanding

Sender

InitiatesMessage

Receiver

Receivemessag

e


8/77

Important Ingredients !

Need to have an information base

Being an exchange process, itmakes communication

Inter personal

Dynamic

Transactional


9/77

The Dynamic aspect

results in the following1. Conflicts

2. Disagreements3. Misunderstandings


10/77

Conflicts

This is a state where aperson appreciates two

situations at the sametime which are NOTcompatible


11/77

Disagreement

A state where two partiesappreciate two different

situations which are notcompatible


12/77

Misunderstandings

A situation where the intentions of aperson is understood and interpretedin a different way


13/77

Ch. 1, Slide13

Mary Ellen Guffey, Business Communication: Processand Product, 6e

Barriers That Create

Misunderstandings

Bypassing

Poor listening skillsDiffering frames ofreference

Lack of language skillsEmotional interferencePhysical distractions


14/77

Ch. 1, Slide14


Pixland/Jupiterimages

Overcoming Barriers ThatCause Misunderstandings

Realize that communication is imperfect.

Adapt the message to the receiver.

Improve your language and listening skills.

Question your preconceptions.Encourage feedback.


15/77

The ultimate objective of

communication is to bringabout an understandingamong the participants

which will result in themodification of behavioral

response


16/77

Importance ofWorkplace

CommunicationManagement

Success of any organization to a very large extentdepends on efficient and effective communication.

The communication failures have been largely responsiblefor disruption, frustration and even bankruptcy.

Every manager requires communication skills to helpsubordinates understand him.

It should be noted that majority of the problems which amanager faces everyday are arising due to lack ofunderstand among the subordinates.

Such situation can be avoided through effective model ofcommunication


17/77

Method ofCommunication

Oral Communication

Written Communication


18/77

DifferentOrganizationalCommunicationMethods

Verbal instructions, Meetings,Discussions, Presentations, Explanations

Memorandums, Letters, Reports, Forms

Banners, Posters, Coardings, Noticeboards, Leaflets, Handouts

Piped music, Bells, Sirens

Logos, Symbols, Colours, Uniforms

Body language


19/77

Basic CommunicationProcess

Sender

InitiatesMessage

Channel

Medium of

transformation

Receiver

Receivemessage

FeedBack


20/77

Sender

The person who conveys the massage is known ascommunicator or sender.

Must have some massage to communication.

Attempt to achieve understanding and a change in

the behavior of the receiver, by initiating themassage

Thug to communicate arises from a perceived needto share information or feelings.

It may be an important need , such as teachingsomeone have to perform a certain task.


21/77

Sender:

The person who conveys the massage is known as

communicator or sender. He must have somemassage to communication. By initiating themassage, the communicator attempt to achieveunderstanding and a change in the behavior of the

receiver.Thug to communicate arises from a perceivedneed to share information or feelings. This need may

be little more than a desire to have social contact to

converse. It may be an important need , such asteaching someone have to perform a certain task.

Handout


22/77

Symbols

Sender organizes his idea in to a series ofsymbols, words, signs etc., which we feels

This is known as encoding of message

That means converting ideas in tocommunicable codes which will beunderstood by the receiver of the massage.


23/77

Symbols:

The sender of information organizes hisidea in to a series of symbols, words, signsetc., which we feels, will communicate tothe intended receiver or receivers.

This is known as encoding of message, i.e.of converting ideas in to communicablecodes which will be understood by the

receiver of the massage.

Handout


24/77

Communication

ChannelThese are the paths and means by which a message isencoded from one person to another

It could also be said as the medium used to convey a

message

Communication Channel is fertileconcept that links the sender massage

and the receiver. It also contributes tothe quality and productive ofcommunication


25/77

Consideration to choose a

good communicationchannel

Location of the receiver

The number of people involved

The importance of the message

Whether feedback is necessary

Speed of transmission of information

The cost of transmission

Opportunity to clarify misunderstandings

Ability to use nonverbal dimensions toenhance communication


26/77

Channels ofCommunication

Verbal

Written

Technological


27/77

Ch. 1, Slide27


Communication andFormal ChannelsWritten

Memos, letters

Annual report

Company newsletter

Bulletin board postings

Orientation manual

Electronic

E-mail, Instant messagingVoicemail, Videoconferencing

Intranet

OralTelephone

Face-to-face conversation

Company meetings

Team meetings


28/77

Channels:After encoding the massage the communicator

chooses a medium or channel for sending theinformation. Communication channel is theroute through which the message passes. Itdetermines how communication is transmitted,

such as personal conversation, letters,memoranda, reports, physical expression etc. Achannel can also refer to the type ofcommunication method used such as the

telephone, micro computer, or mails.

Handout


29/77

Receiver

The person who receives the massage is called receiver.

Communication process is incomplete without the existenceof receiver of the massage.

Gets and tries to understand the message.

He decodes the massage.

Decoding is the process by which the receiver drawsmeanings from the symbols encoded by the sender.

If the receiver understands, he will take the necessary actionand send feed-back information to the communicator.

This will bring two way traffic in the communication system.


30/77

Receiver:The person who receives the massage is calledreceiver. The communication process isincomplete without the existence of receiver of themassage. It is the receiver who gets and tries tounderstand the message. He decodes the massage.Decoding is the process by which the receiver

draws meanings from the symbols encoded by thesender. If the receiver understands the massageand is willing to cooperate, he will take thenecessary action and send feed-back information

to the communicator. This will bring two waytraffic in the communication system.

Handout


31/77

Feed-back It is the absolute measure of the success of the

communication process

The process is accomplished whencommunication completes a full cycle back tosender.

Feedback can be in the form of simpleacknowledgement or it may require elaborationor an answer.

Feedback is essential as it helps clarity and

reinforce the commonality of shared information,beliefs or values.


32/77

Feedback:The process is accomplished when

communication completes a full cycle back tosender. Feedback can be in the form of simpleacknowledgement or it may require elaborationor an answer.

Feedback is essential as it helps clarity andreinforce the commonality of sharedinformation, beliefs or values.

Handout


33/77

MessageIt is an ordered selection ofsymbols intended tocommunicate information

Selection refers to the models intended to use tocommunicate

Symbol are the elements relevant to the model

chosen to communicate and how they arearranged


34/77

Lasswellscommunication modelThe Senderwho is responsible to

present information

The Message which is the informationitself

The manner/method in which themessage is transmitted. These are calledCommunication Channels

The Receiverwho is the recipient of the

information

Feedback- The resulting behavioralchangers brought about due to theacquisition of new information


35/77

Meaning of meaningProf. Ludwig Wittgenstein

No set of words are meaningful on its own

It is the context that gives meaning to asentence

Accordingly what is important is the

contextual meaning of language


36/77

There should have aContextual Compatibilitybetween the message andthe mind set of the

receiver

For this the Sender shouldhave the competence toidentify and formulate the

information, such that it


37/77

Experience formulate the

mind set of a personThis could be called theenvironmentally conditionedmental frame patterns of theindividual


38/77

Association is the only

means to get to know themental frame pattern of anindividualA

B


39/77

Barlos CommunicationmodelWe learnt that the sender isresponsible to make himselfunderstandable to the receiver

As Means to achieving this, Barlo

speaks of coding skills of thesender


40/77

According to Barlo, the

sender should code themessage to suit theenvironmentally conditioned

mental frame patters of thereceiverThis will make the receivereasy to decode the

message, resulting in goodunderstanding


41/77

The coding skills of thesender is developed by

associating the kind ofpeople the receiver is

While for the receiver itwill be much easier todecode the message ofthe sender (that is to

understand) by


42/77

Non VerbalCommunicationThis refers to the behaviour and bodilyexpressions that act as messages toimpart additional information about theverbal message

Tone of voice, eye contact, facialexpressions, uncertain mannerism andbody positioning are all forms of

nonverbal communicationNonverbal communication indicates thecommunicator's emotions such asfear,joy, angeretc.


43/77

Non verbal behavior can

affect communication intwo ways1 It can serve as a message in itself

1 It can communicate a sub message aboutsome other message


44/77

Communication is most effectivean efficient when there is the

appropriate blending and codingof verbal and non verbaldimensions of communication

The sender should observe thenon verbal behaviour of the

receive for clues regarding thedegree of receptivity andunderstanding of the message


45/77

Ten Commandments forGood ListeningStop talkingPut the talker at ease

Show him that you want to listen

Remove distractions (do not shuffle papers etc.)

Empathize with him

Be patient (Do not interrupt verbally or lookingpointedly)

Hold your temper

Do not argue or criticize

Ask equations for further clarifications


46/77

Effective listening occurswhen you

Do not make value judgmentsValue judgmentis your disposition of the

goodness or badness of an issue or an event

Listen to the full story

This needs patienceRecognize emotions and feelings

The implicit meaning are mostly found here

Re state others position

Clarifies to the sender that the receiverunderstands the sender well

Question with care

Encourages the continuity of speech andthought of the sender


47/77

Barriers tocommunication

Perception and reference groupsEx: A group of people in favor or non favor. Our minds

organize this stream of sensation into a mental map thatrepresent our perception or reality. Your perception isunique and the ideas express by the two people are differeven both people are experience the same event.

Physical barriersThese barriers include in the communication media

and related system. Some physical barriers in a workplace includes: marked out territories, empires , closedoffice doors, barrier screens, separate areas for peopleswith different status, large working areas, and working in

one unit that is physically separates from others.Interference and noise are the other important physicalbarriers


48/77

Barriers tocommunicationThe effect of emotions

Ex. Angry face, tone & Patten of voicestatements. Also it includes fear, mistrustand suspicion. The root of our emotional

mistrust of others lie in our childhood andinfancy when we were taught to be carefulwhat we said to others.

Cultural barriers

When we join a group and wish toremain in it, sooner or later we need toadapt the behavior patterns of the group.These are the behaviors that the groupaccept as signs of belonging.


49/77

Barriers tocommunicationLanguage barriers

Language that describes what we want to sayin our terms may represent barriers to otherswho are not familiar with our expressions, buzz-words and jargon.

Word means deferent things to different groupof peoples. (contextual meaning) Ex. I love you

Gender barriers

The speech patterns used by man andwoman are deferent. In childhood, girls speakearlier than boys.


50/77

Barriers tocommunicationInterpersonal barriers

Absence of interpersonal contact(Withdrawal)

Meaningless, reiterative routings (Rituals)

Fill up time with others (Pastimes). Ex. Socialactivities

Follow the rules and procedures of contactbut no more (working activities)

Manipulative interaction which are aboutwinning and losing (Games)

Interpersonal contact where there is a highlevel of honesty and acceptance of yourselfand others.

i


51/77

Barriers tocommunicationIncorrect filtering

Filtering is screening out before a massage ispassed on to someone else. Some filters betweensender and receiver are receptionists, assistants,secretaries and answering machines etc.

Poor listening

Lack of attention from receivers part, difficult tounderstand or do not listen well etc.

Differing background

Ex: Age, education, gender, social status,economic position, cultural background, health,beauty, popularity, religion, political belief etc.

i


52/77

Barriers tocommunicationSome other personal barriers are

Hearing that we expect to hear

Ignoring information that conflicts

with what we already know

Evaluating the source (Sirasa TV,National, ITN)

Mental closure (When part is saying,say the other part by the receiver)

O i B i t


53/77

Overcoming Barriers toEffective CommunicationEncourage open, trusting environment forinteraction and Feedback

Face to face communication

Written communication

Develop writing skillsMultimedia communication

Projection (Think what you received if youare in the position of receiver)

Careful timing (Need time gap tounderstood to the receiver. People listenwhen they are motivated to hear)

Use direct and simple language

O i i


54/77

Ch. 1, Slide54Mary Ellen Guffey, Business Communication: Processand Product, 6e

Overcoming Barriers toEffective Communication

n Flatten the organizationalstructure.

n Establish hotline and ombudsman

programs.n Establish fair reward system for

individual and team achievement.

n Encourage full participation inteams.

n Improve listening skills


55/77


Five Common Ethical Traps to

Avoid on the Job1. The false necessity trapConvincing yourself that no other choiceexists

1. The doctrine of relative filthComparing your unethical behavior withsomeone elses even more unethicalbehavior

1. The rationalization trap

Justifying unethical actions with excuses


56/77


Five Common Ethical Traps toAvoid on the Job

4. The self-deception trapPersuading yourself, for example,that a lie is not really a lie

4. The ends-justify-the-means trapUsing unethical methods toaccomplish a desirable goal


57/77

Communication in an

OrganizationThere are different strata's ofauthority and responsibility. Thereis a continuous communicationbetween these strata's as well asamong the same levels

f i l i


58/77


Information Flow inOrganizations - Formal

Channels

Downward flow

Upward flow

Managers Supervisors

Subordinates Supervisees

Cowo

rke

rs C

owo

rk

er

s

Horizontal flow

D d i ti


59/77

Downward communication

Communication down and along the chainof command

This is usually done by Giving directionsand instructions to the subordinates

Provide information about organizationalpolicies and procedures

Provide feedback to the employees on theirperformance

Provide information about the goals of,news about and changers in theorganization


60/77

Upward Communication

This is communication from the subordinates totheir superiors

This one of the most difficult types ofcommunication

Upward communication helps to ensure thatthe employees understand job directions andthe behaviour of the managers expect out ofthem. It also helps the managers to learn aboutthe moral of their employees and their feelingabout work

H i t l C i ti


61/77

Horizontal Communication

This is communication between peers

This is essential to see that the work is wellcoordinated

Meeting and the distribution of written reportsare possible channels, but the most effective is

the informal channel

h ld b i b h


62/77

There could be inter branchconflicts in an organization.

Effective horizontalcommunication is essential

to prevent or resolve thisform of conflicts.Organizations should

emphasize horizontalcommunication to linkbranches and people

Th i i


63/77

The two way communicationdescribed do not happen

separately and discreetly in anorganization. There are threedifferent types of two way

communication that takes placein an organization giving rise to akind of communication networks

in an organizationCommunication networks are the number andstructural arrangement of communicationchannels in an organization

O i ti


64/77

One way communication

In one way communication feedback is notpossible


65/77

Two way communication - 1

Leader talks to the subordinates and the subordinatescould talk back to the leader.

The subordinates could not talk to each other

T i ti


66/77

Two way communication -2

It is difficult or impossible to keep people

completely separated. They will talk toeach other. There will be multiplicity ofcommunication channels

G ff t f


67/77

Group effects ofcommunication networks

1. Group decision making

2. Informal group leadership3. Group member satisfaction


68/77

Group decision making

Round table conferencing

Vs

On member collectinginformation / views and finally

making the decision

Informal group


69/77

Informal group

leadershipInformation is passed to the

informal group leader. He willdisseminate the informationamong the members. Individualmember goes to the leader toseek for information

Group member


70/77

Group member

satisfactionMember will compete to get

the information first with aview to become the informalleader

I f ti Fl i


71/77

Ch. 1, Slide71


Information Flows inOrganizations - Informal

ChannelsThe grapevine grapevine, gossipfrom thebreak room to the water coolerCarries unofficial messagesFlows haphazardlyCan be remarkably accurate

Is mostly disliked by managementThrives where official information

is limited


72/77

COMMUNICATION POLICIES

Communication policies may includeguidelines and practices. Theyshould outline the organisations:

1. Lines of communications or channels2. Responsibilities and expectations of

how staff gather, use anddisseminate information

COMMUNICATION


73/77

COMMUNICATIONPOLICIESHow can we encourage open communication? Staff representatives on management

committees

Makes sure that workers have a voice in

management issuesIt encourages staff attendance at meetings

Provides an appropriate channel for gatheringand sharing information between staff and

managementHelps to break down barriers to communication

COMMUNICATION


74/77

COMMUNICATIONPOLICIESAn open door policy shows that:

Information issues can be discussed

openly and honestlyYou are approachable and supportive

COMMUNICATION


75/77

COMMUNICATIONPOLICIESOther policies may include:Regular staff meetings

Feedback from staff meetings

Distribution of newslettersMinutes from meetings

Communication Tools


76/77

Communication Tools

Telephones & telephone tips

Pagers and pager tips

Facsimile and facsimile tips

Cell phones

Internet

e mail, e channeling and online chattools

Some Other Businesses


77/77

Some Other BusinessesCommunication Tools are

AdvertisingPromotion campaign

Public relation activities

Direct marketing

Computer software

Auxiliary products like digital cameras,

scanners, and wireless transmissiondevices

workplace communication management-20!01!2011

Documents