Communication

COMMUNICATION

One Way CommunicationSender Receiver

Message

The Communication Process

Message sent no response

Examples of One-Way Communication

Calling to say you won’t be at work, you’re sick

Sending your Grandma letter Leaving a note on the teacher’s desk Sending flowers to your teacher

Two Way CommunicationSender Receiver

Feedback

Message

The Communication Process

Message sent response happens

Examples of Two-Way Communication

Your boss calls back to tell you that you have no more sick leave this lifetime

Calling Grandma instead Stopping by the teacher’s desk to talk Getting an ‘A’ for giving your teacher

flowers ------ could happen!

Types of Communication

Verbal – which is communicated using voice.(spoken form)

Nonverbal – 80% - 90% of the impact of the message comes from nonverbal elements

Verbal communication Audio Video

Nonverbal Communication Eye contact Facial expression Tone of voice Never underestimate the power of …

BODY LANGUAGE!

Feedback

Feedback – verbal and nonverbal responses that the receiver gives by further communicating with the original sender or another person

Filters

Filtering – the tendency for a message to be ‘watered down’, changed or halted completely at some point during transmission.

Examples of Filters

You:Are thinking of something elseAre angryDon’t understand the language or

accent Jump to conclusionsFail to read nonverbal messages

Channels of Communication

Formal Channel – following the “chain of command” – discussing issues or concerns with your immediate supervisor first before going over his or her head to a higher-level manager

Channels of Communication

Informal Channel – conveying information along channels within an organization other than those formally designed by the organization The GRAPEVINE

Transmission of information by word of mouth without regard to organizational levels

Communication Styles

Passive Communication happens when you simply give in without expressing your feeling or rights


Aggressive Communication is the opposite of passive. You communicate your feelings in a forceful manner without regard to the rights or feelings of others.


Assertive Communication is the most positive and effective communication style. You stand up for your rights but do not impinge on the rights of others.

Essentials of effective communication(7Cs)

Completeness Conciseness Consideration Concreteness Clarity Courtesy correctness

Barriers to Communication•Language Barriers Clearly, language and linguistic ability may act as

a barrier to communication. However, even when communicating in the same language, the terminology used in a message may act as a barrier if it is not fully understood by the receiver(s). For example, a message that includes a lot of specialist jargon and abbreviations will not be understood by a receiver who is not familiar with the terminology used. Regional colloquialisms and expressions may be misinterpreted or even considered offensive.

Physiological Barriers Physiological barriers may result from the

receiver’s physical state: for example, a receiver with reduced hearing may not grasp to entirety of a spoken conversation especially if there is significant background noise.

Physical barriers An example of a physical barrier to

communication is geographic distance between the sender and receiver(s). Communication is generally easier over shorter distances as more communication channels are available and less technology is required. Although modern technology often serves to reduce the impact of physical barriers, the advantages and disadvantages of each communication channel should be understood so that an appropriate channel can be used to overcome the physical barriers

Systematic Barriers Systematic barriers to communication

may exist in structures and organisations where there are inefficient or inappropriate information systems and communication channels, or where there is a lack of understanding of the roles and responsibilities for communication. In such organisations, individuals may be unclear of their role in the communication process and therefore not know what is expected of them

Attitudinal Barriers Attitudinal barriers are behaviours or

perceptions that prevent people from communicating effectively. Attitudinal barriers to communication may result from personality conflicts, poor management, resistance to change or a lack of motivation. Effective receivers of messages should attempt to overcome their own attitudinal barriers to facilitate effective communication

Informal or Grapevine communication

A grapevine communication is a form of informal communication by which people communicates each other without any formal line of communication. Its called Grapevine because like that of a grape vine its impossible to find the origin of information which results in spread of rumours.

Types of Grapevine

Single strand cluster gossip probability

chain chain chain chain

Features of grapevine Flexible Rapid communication/spontaneous No record Distortion

Importance of Communication

Communication is important because it is about how information is sent and received within firms

The way information is communicated is often governed by how firms are structured

Forms of Business Structure

Entrepreneurial - decisions made centrally

Pyramid - staff have a role, shared decision making, specialisation is possible

Matrix - staff with specific skills join project teams, individuals have responsibility

Independent - seen in professions where organisation provides support systems and little else

Communication

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