Communication Process: Channels, Barriers, and Strategies

1. Chapter 12 Communication

2. The Communication Process Noise Communication Media Encoding Decoding Noise

3. Aspects of Nonverbal Communication • Hand and body gestures • Facial expressions and movements • Posture • Body placement • Voice quality • Clothing, dress, and appearance Note: All of the above can be ambiguous.

4. Formal Communication Channels • Organization chart shows formal paths • Meetings of all sizes • Web log initiated by the company • RSS (really simple syndication) enhances formal communication • Management by walking around (yet also informal channel)

5. Informal CommunicationChannels • Created from informal communication networks • Leaders use informal networks to accomplish their goals • Chance encounters between managers and employees enhance communication • Rumors and gossip travel on grapevine

6. Four Vehicles for Upward Communication • Open-door policy (“Let’s talk.”) • Town hall meetings (“Let’s work it out.”) • Complaint program and hotlines. (“I’ve been harassed.”) • Web logs and blogs (“Here’s my reaction to the downsizing.”)

7. Organization Learning • Skilled at creating, acquiring, and transferring knowledge based on good communication. • Knowledge management gets right knowledge to right people at right time. • Knowledge in peoples’ head must be systematized. • A problem is that workers hoard ideas.

8. Communication Barriers • Low motivation and interest • Inappropriate language • Defensive communication • Insufficient nonverbal communication • Information overload • Poor communication skills • Electronic communication problems

9. Overcoming Communication Barriers • Understand the receiver (strive for understanding). • Communicate assertively and directly. • Use two-way communication and ask for clarification. • Elicit verbal and nonverbal feedback. • Enhance listening skills (active listening helps).

10. Overcoming Communication Barriers, continued • Unite with a common vocabulary (units may speak in different terms). • Be sensitive to cultural differences (e.g., use straightforward language and speak clearly). • Engage in metacommunication (communicate about your communication).

11. How to Conduct an Effective Meeting • Meet only for valid reasons. • Start and stop on time, refreshments. • Keep comments brief and to the point. • Avoid electronic distractions (agree on use of laptops, cell phones, and BlackBerrys). • Capitalize on technology when appropriate.

12. How to Conduct anEffective Meeting, continued • Encourage critical feedback and commentary. • Strive for wide participation. • Solve small issues ahead of time with e-mail. • Consider “huddling” when quick action is needed.

13. Ethical Political Tactics • Develop power contacts (golf is good). • Be courteous, pleasant, and positive. • Create a positive image. • Ask satisfied customers to contact your boss. • Be politically correct. • Send thank-you notes to many people.

14. Control of Negative Organizational Politics • Be aware of presence of politics. • Open communication (“Here’s how you get promoted around here.”) • Avoid favoritism (“My boyfriend gets only the bonus he deserves.”) • Find a way to talk about territorial games (“No hogging resources.”)