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Importance of Communication
Quicker problem solving
Stronger decision making
Increased productivity
Steadier work flow
Importance of Communication
Stronger business relationships
Clearer promotional materials
DEFINITION
The action of conveying or exchanging information and ideasOxford English Dictionary Administrative Communication is a process which involves the transmission and accurate replication of ideas ensured by feedback for the purpose of eliciting actions which will accomplish organisational goals William Scott
COMPONENTS OF COMMUNICATION
Sender
Filter
Message
Medium
Receiver
Feedback
COMPONENTS IN PRACTICE
Incident Dave receives a memorandum from the head of R&D He interprets the memo to mean that IC has no interest in his invention He decides to relay this information to his brother He telephones Marc His brother receives the call Communication Component Dave receives a stimulus He filters the stimulus He forms a message He selects a medium The message reaches its destination
Basic Communication
Nonverbal
Less structured, harder to classify More spontaneous, less control
Verbal
More structured, easier to study
Speaking 30%
Writing 9%
Workforce diversity
Team-based organizations
Internal Communication
Official structure
Formal chain of command Up, down, across formal power lines
The grapevine
Informal networking
FORMAL - Downward
Functions : Provides direction, controls activities, motivates employees, helps in clarifying, helps enforce discipline Limitations: Delays, distortion, filtering, resentment, under/over communication
FORMAL - Upward
Functions : Feedback, complaints, grievances, suggestions, harmony Limitations : Distortion, rose-colored glasses syndrome, reluctance, resistance from traditional managers.
FORMAL - Horizontal
Advantages: Improves understanding & co-ordination, leads to smooth functioning Limitations: May suffer if jealousy/rivalry exists, on the other hand if employees are too friendly may lead to waste of time
INFORMAL - Grapevine
Single strand chain Gossip chain Probability chain Cluster chain
Grapevine
Advantages : Quick transmission, Feedback, Promotes team spirit, supplements formal channels Limitations : Distortion, Lack of responsibility, lacks credibility, may tarnish corporate image
External Communication
Formal contacts
Marketing Public relations
Informal contacts
Employees Managers
Silence in Communication
Silence speaks louder than words Silence is not just negation of speech In a face-to-face situation silence speaks several things
Components of Communication
Source or Sender The Message Encoding The Medium/Channel Receiver Decoding Noise Feedback
Communication Barriers
Perception and language
Restrictive environments
Distractions
Deceptive tactics Information overload
Overcoming Barriers
Adopt audience-centered approach
Foster open communication climate
Audience-Centered Approach
Understand biases
Consider education
Factor in age
Recognize status Acknowledge style
Communication Climate
Modify organizational structure
Facilitate feedback
Ethical Communication
Recognize ethical choices
Make ethical choices
Efficient Messages
Send fewer messages
Minimize distractions