Managing communication

Human Behavior in Organization

1. Chapter 3 Managing Communication Managing Communication

2. Chapter Objectives The two-way communication process Barriers to communication Factors leading to effective communication Downward and Upward communication problems The roles of Questioning and Listening The impact of Electronic communication Organizational grapevines and rumors Managing Communication

3. It is the transfer of information and understanding from one person to another It is a process of exchange of facts, ideas, opinions and a means that individuals or organizations share the meaning and understanding with one another. Managing Communication

4. Importance of Communication Managing Communication If there is no communication, employees cannot know what their co-workers are doing, management cannot receive information inputs, and supervisors and team leaders cannot give instructions.

5. Two-Way Communication Process Managing Communication “Transmission of a message from a sender to a receiver in an understandable manner.” S R ABC

6. Communication Model Managing Communication S E N D E R R EC E I V E R Barriers Bridge of Meaning

7. Two-Way Communication Process Managing Communication 1 st Step DEVELOP AN IDEA the sender wishes to transmit

8. Two-Way Communication Process Managing Communication 2 nd Step Encode The process of conversion of subject matter into symbols.

9. Two-Way Communication Process Managing Communication 3 rd Step Transmit Method used to exchange / transmit the message

10. Two-Way Communication Process Managing Communication 4 th Step Receive The initiative transfers to the receiver who tunes into the received message.

11. Two-Way Communication Process Managing Communication 5 th Step Decode The process of conversion of subject matter into symbols.

12. Two-Way Communication Process Managing Communication 6 th Step Accept The process of conversion of subject matter into symbols.

13. Two-Way Communication Process Managing Communication 7 th Step Use The process wherein the receiver will use the information receive.

14. Two-Way Communication Process Managing Communication 8 th Step Provide Feedback Receiver acknowledge the message and responds to the sender.

15. Two-Way Communication Process Managing Communication Potential Problems Polarized Defensive Reasoning Cognitive Dissonance Face Saving Self Concept

16. Communication Barriers Managing Communication Types of Barriers Personal Barriers Physical Barriers Semantic Barriers

17. Communication Barriers Managing Communication Types of Barriers Personal Barriers Are communication interferences that arise from human emotions, values, race sex, socioeconomic status and other factors.

18. Communication Barriers Managing Communication Types of Barriers Personal Barriers Psychological Distance a feeling of being emotionally separated between people that is similar to actual physical distance.

19. Communication Barriers Managing Communication Types of Barriers Physical Barriers Are communication interferences that occur in the environment in which communication takes place.

20. Communication Barriers Managing Communication Types of Barriers Semantic Barriers Arise from limitations in the symbols with which we communicate.

21. Communication Barriers Managing Communication Types of Barriers Semantic Barriers Jargon the language used for a particular activity or by a particular group of people.

22. Communication Barriers Managing Communication Types of Barriers Semantic Barriers Inference interpreting a symbol on the basis of our assumptions instead of facts.

23. Communication Symbols Managing Communication Types of Communication Symbols Words are the main communication symbols used.

24. Communication Symbols Managing Communication Types of Communication Symbols Words Social Cues are positive or negative bits of information that influence how people react to communication.

25. Communication Symbols Managing Communication Types of Communication Symbols Words Readability the process of making writing and speech more understandable.

26. Communication Symbols Managing Communication Types of Communication Symbols Pictures Used to clarify word communication.

27. Communication Symbols Managing Communication Types of Communication Symbols Action Also known as non verbal communication.

28. Communication Symbols Managing Communication Types of Communication Symbols Action Body Language important part of non verbal communication by which people communicate meaning to others with their bodies in interpersonal interaction.

29. Impact of Barriers on the Communication Process Managing Communication Personal Barriers Physical Barriers Semantic Barriers Communication Steps Emotions Listening Psychological Distance Noise Geographical Distance Semantic Symbols 1 Develop x 2 Encode x x 3 Transmit x x x 4 Received x x x x 5 Decode x x x x 6 Accept x x x 7 Use x 8 Feedback x

30. Managing Communication Organizational communication Vertical Communication Horizontal Communication

31. Vertical Communication Communication that flows up and down the organization, usually along formal reporting lines. Managing Communication Organizational communication

32. Managing Communication Downward Communication Organizational communication Occurs when information flows down the hierarchy from superiors to subordinates.

33. Managing Communication Prerequisites and Problems Communication Overload employees received more communication inputs than they can process or more than they need. Downward Communication Organizational communication

34. Managing Communication Prerequisites and Problems Acceptance of communication Acknowledge ledge legitimacy of the sender to send a message Perceived competence of the sender relative to the issue Trust in the sender as a leader and as a person Perceived credibility of the message received Acceptance of the tasks and goals that the communication is trying to accomplish Power of the sender to enforce sanctions on the receiver either directly or indirectly Downward Communication Organizational communication

35. Managing Communication Communication Needs Job Instruction Performance Feedback News Social Support Downward Communication Organizational communication

36. Managing Communication Upward Communication Organizational communication Consists of messages from subordinates to superiors and is more subject to distortion.

37. Managing Communication Upward Communication Organizational communication Delay unnecessarily slow movement of information up to higher levels. Filtering partial screening out of information occurs because the natural tendency for an employee to tell a superior only what the employee thinks the superior wants to hear, Difficulties

38. Managing Communication Upward Communication Practices Organizational communication Open Questions introduce a broad topic and give others an opportunity to respond in many ways. Closed Questions focus on a narrower topic and invite the receiver to provide a specific response. Questioning

39. Managing Communication Upward Communication Practices Organizational communication It requires the use of the ears and the mind. It helps receivers understand both the factual idea and the emotional message the sender intended. Listening

40. Managing Communication Upward Communication Practices Organizational communication One useful method of building upward communications is to meet with small groups of employees. In these meetings employees are encouraged to talk about job problems, needs, and management practices that both help and interfere with job performance. Employee Meetings

41. Managing Communication Upward Communication Practices Organizational communication Is a statement that encourages employee to come their supervisor or higher management with any matter that concerns the. An open door policy Management by walking around the managers takes the initiative to systematically make contact with large number of employees.

42. Managing Communication Upward Communication Practices Organizational communication Informal, casual recreational events furnish support opportunities for unplanned upward communication. This spontaneous information sharing reveals true conditions better than most formal communications. Participation in Social Groups

43. Managing Communication Lateral Communication Other Forms of Communication Communication across chains of command. Boundary Spanners employees who play a major role in lateral communication. Networks A group of people who develop and maintain contact to exchange information, informally, usually about a shared interest. Ombudsperson Device for aiding communication.

44. Managing Communication Electronic Communication Other Forms of Communication Electronic Mail Computer based communication systems that allows you to send a message to someone or to a hundred people almost instantaneously. Blogs These are online diaries or journals created and updated frequently by individuals to express their personal thoughts, musings and commentaries on topics of interest to them.

45. Managing Communication Electronic Communication Other Forms of Communication Tellecommuting Also called electronic cottage. Telecommuters accomplish all or part of their work at home, or at satellite location, trough computers links to their offices. Virtual Offices Physical office space and individual desk are being replaced with an amazing array of portable communication tools- electronic mail, cellular phones, thinkpads , voice mail systems etc.

46. Managing Communication Informal Communication Informal communication Formal communication

47. Managing Communication Informal Communication Grapevine An informal communication network that can permeate an organization The Cluster Chain Many people tell a few The Gossip Chain One person tells many

48. Managing Communication Informal Communication Rumors Is a grapevine information that is communicated without secure standards of evidence being present. Guidelines for Control of Rumor Remove its causes in order to prevent it. Apply efforts primarily to serious rumors Refute rumor with facts. Deal with rumor as soon as possible. Emphasize face to face supply facts, confirmed in writing if necessary. Provide facts from reliable sources. Retrain from repeating rumor while refuting it. Encourage assistance of informal and union leaders if they are cooperative. Listen to all rumors in order to understand what they may mean.

49. E N D Managing Communication