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Communication. What is communication?. Communication is the process of passing a message or information between two or more persons. It involves creating , sending, receiving, and interpreting ideas, facts, opinions and feelings. The communication process.
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What is communication? • Communication is the process of passing a message or information between two or more persons. It involves creating, sending, receiving, and interpreting ideas, facts, opinions and feelings.
Purposes of communication in organizations: • It is mainly used to pass information or to give instructions. For example, management has to inform the goals of the organization to everybody or to give specific task direction to individuals. • It can demonstrate leadership such as encouragement, motivation, persuasion, and so on. • It can be used to express needs and requirements by both management and employees. • Communication expresses feelings such as happiness, anger, confidence, satisfaction and so on.
Methods (modes) of communication: • The main methods of communication in organizations are • verbal (oral) and • non-verbal (written and visual). • Often the methods are combined.
Oral (verbal) communication • This is done by word of mouth and is the most common form of communication and. • It can be face to face or remote (ICT based). • Oral communication includes: • meetings, interviews, committees, appraisal, informal encounters and ICT based oral communication systems
Meetings are usually used for passing instructions and decisions or for gathering new ideas. • Interviews are used for handling problems, disciplinary actions and appraisal. • Committees are means of delegating authority or making decisions in a democratic way. • Informal encounters are simple and quick way of passing or requesting information.
ICT based oral communication systems • The main ICT system for oral communication is the phone. • Video-conferencing and webcam. They allow people to talk and see each other in different locations as they are being filmed. More and more firms are using them for distant meetings and interviews
Advantages of using oral communication • Key information is passed quickly as the sender and receiver are in direct contact. • It allows instant feedback/clarification of any point. • It is more personal and therefore, allows the building of relationship • Facial reactions and body language along with the tone of voice can be judged.
Limitations of oral communication • There is no permanent record of the conversation made for future reference. • It is more liable to distortion and misunderstanding than a well drafted message. • Where a number of people are involved, it is difficult to control the process. • Meetings and interviews can be time consuming.
Written communication • Written communications is using of the written word. It may take a variety of forms, such as, letters, memos, reports, notice boards, journals, bulletins, newsletters, handbooks, minutes, research proposal and ICT based systems such as e-mails, fax and sms.
Letters are useful in providing a written record and confirmation of important matters discussed or decisions taken such as appointments, promotions, and other more personal information. • A memo or memorandum is short note and is a practical method for passing short messages such as a reminder or calling a meeting. It can also be used for confirming short discussions and telephone conversions.
A report is normally used to present information about something that has been researched. It allows a number of people to review complex facts and arguments relating to an issue. • An abstract or executive summary is a condensed summary of a report’s content. It is written for someone (e.g. executives) who does not have the time to read the whole report.
Minutesare used to provide a summary of the main points discussed at a meeting and are kept for future references. • A research proposal is a planning document setting out the issues to be investigated. It may contain details of primary and secondary methods of research, an action plan and identification of foreseeable problems
E-mails are a popular form of sending messages using computers and other ICT equipments. It is a very fast and allows access to work from everywhere. • A facsimile (Fax) machine converts text and images in electronic form for transmission. It is often used to send official document with signatures on, e.g. contracts. • SMS or short message service is a fast message system used in mobile phones.
Advantages of written communication • They are permanent and can be kept for future references. • Recipients can absorb the information at their own speed. • They are less liable to misinterpretation, specially, for complex matters. • The information can be edited for personal use.
Disadvantages of written communication • A written message takes time to produce and send • Instant feedback is not available • It is impersonal, especially, in sensible situations. • It is inflexible – once sent, a message cannot be immediately altered.
Visual communication • “Images speak louder than words”. Visual aids are often used to enhance other forms of communication. • Charts and graphs are often to present financial and economic data. Other examples of visual aids include photographs, symbols, tables, maps, sketches and diagrams. Body language can say a lot about a message.
Benefits of using visual aids include: • Can be understood relatively easily; • Can often communicate ideas quicker than a full page of words; • May have a longer lasting impact.
Problems • Sometimes they can be difficult to produce.
Formal and informal communicationschannels • Formal communication is communication through channels set up and approved by the business. Most channels of communication in an organization can be described as formal. • However they are always supplemented by an informal one, which is known as grapevine or gossip.
Grapevine • Grapevine is any form of communication that falls outside the formal channels. • It develops because of the need to communicate their aspirations and fears to others at a personal level (e.g. at lunchtime and social meetings). It exists and cannot be got rid of. However they can be helpful to managers.
Examples • meetings/get togethers not approved • “leaks” • verbal discussion between employees • discussion during breaks/lunch etc. • private e-mails between colleagues • social outings
Benefits of grapevine • It provides vital feedback on experience, feelings and morale of workers. • It can also be used to communicate orders or decisions in ways that workers find easy to accept. • It spreads information quickly. • It helps to interpret management thinking and remove misunderstanding.
Danger • It can be used for malicious and false rumours. • It can cause more confusion
communication failures • Barriers (noise) to communication • The term noise or barriers to communication refers to anything that interferes, disturbs or distorts the communication process. Effective communication occurs when the meaning of a message is shared by both the sender and the receiver/s.
Causes of barriers to communication • Physical barriers: Problems in the medium chosen or in the environment (e.g. poor light). • Individual bias: We often hear or read what we want. • Status difference: Subordinates sometimes read more than what was intended into a superior’s message while superiors listen less carefully to subordinates. For example, advice from an economist is more considered than that of a manager. • Emotional overtone: Anger, fear, happiness will affect the interpretation or passing a message.
Lack of trust: if we are not sure of someone we hold information • Information overload: If a person is overloaded with memos, mails, telephone calls etc. he may not process the full message. • Language or cultural difference: a word or gesture may have different meaning to different people. • Miscommunication: Sometimes a message may be passed to the wrong person or simply not communicated at all.
Communication network (HL) • Communication network (structure) shows the routes (links) that allows different parties to communicate. • Examples:
Centralized: Star/ Y, Chain and Wheel • Under a centralized system, most communications are channeled through a central person who holds decision making power. • Adv: Decisions are made quickly and tasks tend to be simple or routine. • Disadv: There is little input from or interaction between members and sometimes the central person can be overloaded
Decentralized network: Multiple/all channel and Circle • In a decentralized system, information passes round from all directions. • Adv: There is a high level of member interaction and more ideas can be generated. People feel valued and therefore motivated. • Adv: There is a no hierarchy and there can be overload of inputs. Decision-making can be slow.
