COMMUNICATION
([Link] Aggarwal)
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What is Communication?
Communication is the “The transfer and understanding of
meaning”
Communication encompasses both interpersonal
communication and organizational communication.
Interpersonal Communication - between two or more
people
Organizational communication - all the patterns,
networks, and systems of communication
within an organization.
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Importance
Poor communication is the source of interpersonal conflict
Individuals spend 70% of their working hours communicating-
reading, speaking, listening
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Functions of Communication
Control Motivation
Functions of
Communication
Emotional
Information
Expression
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Functions of Communication
Control: Formal and informal communications act to
control individuals’ behaviors in organizations.
Motivation: Communications clarify for employees what
is to done, how well they have done it, and what can be done
to improve performance.
Emotional Expression: Social interaction in the form
of work group communications provides a way for
employees to express themselves.
Information: Individuals and work groups need
information to make decisions or to do their work.
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Levels of Organisational Communication
Interpersonal Communication
Group-level Communication
Organisational-level Communication
Interorganisational Communication
Mass Communication
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Interpersonal Communication
Individuals sharing information formally or informally
Interpersonal Communication Process:
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Communication Process
Key parts of communication process:
1) The Sender: Initiates message
2) Encoding: translating thought to message
3) The Message: what is communicated
4) The Channel: the medium the message travels through
5) Decoding: the receiver’s action in making sense of the
message
6) The Receiver: person who gets the message
7) Noise: things that interfere with the message
8) Feedback: a return message regarding the initial
communication
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Communication channels
Channel
The medium selected by the sender through which the
message travels to the receiver
Types of Channels
Formal Channels
• Are established by the organization and transmit messages that are related to the professional
activities of members
Informal Channels
• Used to transmit personal or social messages in the organization. These informal channels are
spontaneous and emerge as a response to individual choices
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Types of Interpersonal Communication
Oral Communication
• Advantages: Speed and feedback
• Disadvantage: Distortion of the message
Written Communication
• Advantages: Tangible and verifiable
• Disadvantages: Time consuming and lacks feedback
Nonverbal Communication
• Advantages: Supports other communications and provides observable expression
of emotions and feelings
• Disadvantage: Misperception of body language or gestures can influence
receiver’s interpretation of message
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Non Verbal Communication
Body Movement
• Unconscious motions that provide meaning
• Shows extent of interest in another and relative perceived
status differences
Intonations and Voice Emphasis
• The way something is said can change meaning
Facial Expressions
• Show emotion
Physical Distance between Sender and Receiver
• Depends on cultural norms
• Can express interest or status
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Interpersonal Communication Methods
Face-to-face Hotlines
Telephone E-mail
Group meetings Computer conferencing
Formal presentations Voice mail
Memos Teleconferences
Traditional Mail Videoconferences
Fax machines
Employee publications
Bulletin boards
Audio- and videotapes
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Barriers to Effective Communication
Filtering
• A sender’s manipulation of information so that it will be
seen more favorably by the receiver
Selective Perception
• People selectively interpret what they see on the basis of
their interests, background, experience, and attitudes
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Barriers to Effective Communication
Information Overload
• A condition in which information inflow exceeds an individual’s
processing capacity
Emotions
• How a receiver feels at the time a message is received will
influence how the message is interpreted
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Barriers to Effective Communication
Language
• Words have different meanings to different people
Communication Apprehension
• Undue tension and anxiety about oral communication,
written communication, or both
Gender Differences
• Men tend to talk to emphasize status while women talk to
create connections
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Overcoming the Barriers
Sender’s Responsibility: Receivers’s Responsibility:
• Setting Communication Goals • Listening
• Using Appropriate Language • Avoid premature judgement
• Practising Empathic • Responsive feedback
Communication
• Improving Communicator’s
Credibility
• Encouraging Feedback
• Using face-to-face
Communication
• Using a correct Amount of
Redundancy
• Developing Trusting Climate
• Using Pictures
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Principles of Effective Listening
Look for areas of interests
Overlook errors of delivery
Postpone judgement
Listen for ideas
Take notes
Be actively responsive
Resist directions
Challenge your mind
Capitalise on mind speed
Assist and encourage the speaker
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HURIER Model of Effective Listening
H Hearing (be attentive to what is said)
U Understanding (comprehending the message being sent)
R Remembering (being able to recall the message being sent)
I Interpreting (not reading anything into the message the
sender is communicating)
E Evaluating (not immediately passing judgement on the
message being sent)
R Responding (replying to the sender, letting him or her know
you are paying attention)
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Organizational Communication
Chain:
• Rigidly follows the chain of
command
Wheel:
• Relies on a central figure to act
as the conduit for all communication
• Team with a strong leader
All Channel:
• All group members communicate
actively with each other
• Self-managed teams
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Factors influencing Organisational
Communication
Formal Channel of Communication
Authority Structure
Job Specialisation
Information Ownership
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Direction of Communication
CEO D
O
U W
P N
W
VP VP W
A A
R R
D Mgr Mgr Mgr Mgr D
LATERAL
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Communication Network: Small group network
effectiveness
Small group effectiveness depends on the desired outcome
variable
TYPES OF NETWORKS
Criteria Chain Wheel All Channel
Speed Moderate Fast Fast
Accuracy High High Moderate
Emergence of a leader Moderate High None
Member satisfaction Moderate Low High
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Communication Roles
Gate Keepers – Who passes information to others or controls
it.
Liaisons – Who serves as a communication link between
groups, but is not a member of either group
Isolates – Who has very little or no conflict with other
members of the organisation.
Cosmopolites – Whose communication network frequently
extends into the organisation’s external environment.
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Informal Communication
The sharing of unofficial messages, often stretching beyond
organisation’s formal activities. Grapevine is the popular term
used to connote informal communication.
Grapevine – An organisation’s informal channels of
communication, based mainly on friendship or acquaintance.
Three types:
• Chain system
• Cluster system
• Gossip system
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The Grapevine
Three Main Grapevine Characteristics
• Informal, not controlled by management
• Perceived by most employees as being more believable
and reliable than formal communications
• Largely used to serve the self-interests of those who use it
Results from:
• Desire for information about important situations
• Ambiguous conditions
• Conditions that cause anxiety
Insightful to managers
Serves employee’s social needs
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Rumour
Rumour is the injudicious and untrue information that is
communicated without supporting factual evidence.
Reducing Rumours:
Announce timetables for making important decisions
Explain decisions and behaviors that may appear inconsistent or
secretive
Emphasize the downside, as well as the upside, of current
decisions and future plans
Openly discuss worst-case possibilities—they are almost never
as anxiety-provoking as the unspoken fantasy
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Electronic Communication: Email
Advantages: quickly written, sent, and stored; low cost for
distribution
Disadvantages:
• Messages are easily and commonly misinterpreted
• Not appropriate for sending negative messages
• Overused and overloading readers
• Removes inhibitions and can cause emotional responses and flaming
• Difficult to “get” emotional state understood – emoticons
• Non-private: e-mail is often monitored and may be forwarded to anyone
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Electronic Communication: Instant/Text
Messaging
Forms of “real time” communication of short messages that
often use portable communication devices.
• Explosive growth in business use
• Fast and inexpensive means of communication
• Easily “hacked” with weak security
Instant Messaging
• Immediate e-mail sent to receiver’s desktop or device
Text Messages
• Short messages typically sent to cell phones or other
handheld devices
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Electronic Communication: Networking
Software
Linked systems spread throughout the nation and world.
Includes:
• Social networks like MySpace and Facebook
• Professional networks like Zoominfo and Ziggs
• Corporate networks such as INM’s BluePages
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Electronic Communication:Blogs and
Videoconferencing
Blogs: Web sites about a single person (or entity) that are
typically updated daily
A popular, but potentially dangerous activity:
• Employees may post harmful information
• Such comments may be cause for dismissal
• No First Amendment rights protection
Videoconferencing: uses live audio and video Internet
streaming to create virtual meetings
• Now uses inexpensive webcams and laptops in place of
formal videoconferencing rooms
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Guide lines for effective
communication
1. The ideas and messages should be clear, brief and
precise.
2. Sense of timing-timely for action to be taken.
3. Integrity-communication should pass through proper
channel.
4. Consult with others who are involved in planning the
communication.
5. Be prepared to help the receiver
6. Mode of delivery
7. Use proper follow up
8. Communication should be comprehensive
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Active listening
1. Make eye contact
2. Exhibit affirmative head nods and appropriate facial
expressions
3. Avoid detracting actions or gestures
4. Ask questions
5. Para phrase
6. Avoid interrupting the speaker
7. Don’t over talk
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