TOPIC 8

COMMUNICATION

Communication
Communication is:- the process of transmitting
information from one
person to another.
- a process in which a person
or group evokes a shared
or common meaning to
another person or group.

Communication
Communication is a complex (not
straightforward) and dynamic process.
Communication is the process managers use
to interact with subordinates, peers,
supervisors, customers, suppliers, owners
and the general public.

Effective Communication
What is effective communication?
The process of sending a message in such a way
that the message received is as close in meaning
as possible to the message intended.
The message received has same meaning with the
message sent

Importance of Effective Communication

In organization, effective communication is
indeed crucial.
1. Communication assists managers in
coordinating and integrating the work of groups
within the departments so organizations goal
can be achieved
2. Effective communication lead employees to act
according to command/instruction given
3. Through effective communication, manager can
carry out the functions of planning, organizing,
leading and controlling the organizational
resources to achieve the goal

What Are the Basic Functions of Management

That Communication Relates to?

Planning
Organizing
Leading
Controlling

The Communication Process

NOISE

transmi
t
Message
SENDER

ENCODE

CHANNEL

FEEDBACK

NOISE

Message

DECODE

RECEIVER

 Sender
Refer to the source / originator
People who transmit a fact, idea, opinion and other info

Message
Set of symbols that sender transmit

Encoding
To encode the meaning into a form appropriate to the situation
Function of encoding is to provide a forum in which ideas and
purposes can be expressed as a message.
Might take the form of words, facial expressions, gestures and
even artistic expression and physical actions

Channel
Appropriate communication channel or media
Is the carrier of the message or the means by which the
message is sent
Includes meetings, e-mails, memo, letters, report and
telephone calls

 Receiver
Party who receive the message / destination

Decoding
Receiver will translates/interprets the symbols

Feedback
Receivers reaction upon receiving the message

Noise
Interruption or communication dysfunction that prevent
effective decoding
Includes someone coughing, vehicles passing by, airconditioning, an interrupted phone call, e-mail
misrouted or infected with a virus, etc

TYPES OF FORMAL COMMUNICATION

CHANNELS IN ORGANIZATIONS
Vertical
Downward
Upward

Lateral (Horizontal)

CHANNELS OF COMMUNICATION
(Types of Communication)
Formal channels
- channels officially used by organizations to transmit
information within and outside the organization.

Informal channels
- where the information passed between individuals
and groups which can be job-related or personal in
nature.

Formal Communication Channel

Vertical
Downward
Managers pass the information down to all
employees
i.e. policies, procedures, rules and work
schedules

Upward
Provide subordinates an opportunity or means
to convey information to their superior
Info from lower level to higher level
i.e. suggestion, group meeting

Lateral (Horizontal)
Movement or flow of information between
individuals on the same level.
i.e. marketing manager may require more info
on financial standing and obtain the info from
financial manager

Informal Communication Channels

The informal communication also known as
grapevine
grapevine = by talking in an informal way to other people
i.e. I heard on the grapevine that youre leaving.

Informal flow of messages throughout an

organization.
Information are passed between individuals or
groups which can be job-related or personal
Information travels rapidly because it reflects the
interests of an individual or the group members
The message are likely to be inaccurate
Sometimes, info through grapevine can be
accurate and at times inaccurate

Types of Grapevine Chains by Keith David

Single Strand
A tells B something about the organization.
B then tells it to C to D to E to and E to F
Usually information that reaches G may be
inaccurate. Usually information that move
from one another are added, filtered and
passed in the way the sender would find it
interesting and juicy to convey

Gossip
Often use to convey information that is
interesting and non-job-related
The news must be interesting to hear
When Mr. A hears the news, he quickly
conveys to as many people (B, C, D, E &
F) such as friends, relatives, bosses

F
E

D
C

B
A

B
I

C
A

H
F

D
E

Probability
An individual may have some info that may not
be interesting but useful to some people
He will only relate the info to an individual or
groups who need to know and will benefit from
the news
The other people who get the news may tell
others at random, or may not convey it to other

J
I

L
E

C
H
B

D
F

Cluster ( most dominant)

The info is usually interesting, job-related
and most up-to-date
A person may convey info to a few chosen
individuals i.e. A to B, C and D to E, F and G
These individual then pass on the information to
a few more selected individual whom they trust
or from specially chosen individual who they are
trying to obtain some favor

F
E
G
B

INTERPERSONAL COMMUNICATION
(in formal and informal situation)
Oral / Spoken
Written
Non Verbal
Body language

Technological (also known as electronic

communication)

ORAL COMMUNICATION
- All forms of spoken information
- Discussions, face to face and telephone
communication
- Advantage: give immediate feedback
- Preferred by most managers

WRITTEN COMMUNICATION
- Letters, memos, policy manuals, reports,
forms and other written documents.
- Used less often than oral communication.
- Advantage: provides references for later use,
acts as proof or evidence, as an official
document for the organization.

 NON-VERBAL COMMUNICATION
Messages that are non-language responses
Any communication exchange that does not use
words to carry more meaning than the strict
definition of the words themselves
An understanding of non-verbal communication
would help managers to communicate more
effectively

Facial expression sad, happy

Voice nervousness, confidence, excited
Clothing, appearance confidence, clean, messy
Punctuality too late, too early, appropriate
Manners wiping nose, coughing
Gesture movement that convey some meaning

 TECHNOLOGICAL COMMUNICATION
Recently, this type of communication has taken
on much greater importance for managers
Any communication that uses an electronic
devices as the medium such as videotape,
recorders, mobile phones, fax, internet, etc

Barriers to Effective Interpersonal

Communication

Filtering
The deliberate manipulation of information to make it appear more
favorable to the receiver

Emotions
How a receiver feels when a message is received influences how he
or she interprets it.
i.e. depending on whether youre happy or upset

Information Overload
Information that someone has to work with exceeds his/her capacity

Defensiveness
When people feel that theyre being threatened, they tend to react in
ways that reduce their ability to achieve mutual understanding i.e.
verbally attacking others, questioning others motives

Language
Words mean different things to different people (age, education and
cultural are major variables that influence the language a person
uses and the definitions he or she gives to the work)
Jargon
words or expressions that are used by a particular profession or group of
people, and are difficult for others to understand

National Culture
Culture differences can affect the way a manager chooses to
communicate.
Ethnocentrism
Tendency to consider ones own culture and its value as being superior to
others. It is the unwillingness to understand alternative points of view and
take seriously the values they represent

Poor Listening
When someone talks, the listener doesnt pay much attention

Credibility of sender
How trustworthy the sender or the source of the message

Noise
Interruptions i.e. air-conditioner, construction, machines

Semantic
Two people attach different meanings to the same word
i.e. coffee-break to employees is time to socialize; to managers is
wasting time and slow down productivity
i.e. increased output is a positive meaning to managers but less positive
for employees

Methods to Overcome

Obtain feedback
Manager or individual could encourage receiver by asking questions, repeating
the message

Use simple language

Using simple language and words that care common and can easily be
understood by all
Technical terms must be clearly explained

Avoid noise
One must identify the causes or sources of noise and overcome them

Understand verbal and nonverbal communications

Manager or individual should be able to understand booth verbal and non-verbal
communication i.e. facial expression, clothing

Recognize emotions
Manager should be able to recognize the receivers emotions or feelings.
Managers must be able to interpret the feeling behind employee's words or
statements

Do not make own conclusion

manager need to listen before making any conclusion / decision and should not
interrupt while its employee are conveying his/her message / story

Create openness, rational and trust

Subordinated may feel insecurity to share problems, therefore manager should
encourage an atmosphere of openness, rational and trust

 Briefly explain the primary categories of interpersonal

communicational used in formal and informal
situation.
VERBAL
ORAL COMMUNICATION
WRITTEN

NON VERBAL
TECHNOLOGICAL

Briefly discuss the different types of formal

communication channels in organizations.
Vertical
Upward
Downward

Horizontal (Lateral)

BASIC FRAMEWORK OF Communication

COMMUNICATION

Formal & Informal

Communication in
Organization

Interpersonal
Communication

Informal /
Grapevine

Formal

Vertical

Horizontal / Lateral

Verbal

Nonverbal

Used in formal &

informal situation

Technological

Body language/
Gesture/ Movement

Single Strand

Oral / Spoken

Upward

Gossip

Written

Downward

Probability

Clothes, Appearances

Cluster

Voice

Facial Expression

Punctuality

Others