You are on page 1of 138

THE QUALITY OF YOUR LIFE

IS THE QUALITY OF YOUR COMMUNICATION ~


BOTH WITH YOURSELF & OTHERS

May 31, 2015

Rebuild Your Life


Through

Effective Communication
Dr Ali Sajid, PhD,
PEC,
ISLAMABAD

Dont curse the


darkness light a
candle
Chinese Proverb

Sharing of Resources

"A candle loses


nothing by
Lighting
another candle"

If you have your sight,


you are blessed.
If you have insight, you
are a thousand times
blessed.
7

Words Are Energy


Never use words like defeats, failure &
problem. Always talk of Hope, Belief,
Faith, Victory & Success.
When you use a Positive word, a wave of
Positive word, engulfs you, raising your
Energy Levels & Putting you in a
Winning Frame of Mind.
Words are Energy use
them in your favour!!

To be conscious that you


are ignorant is a great
step to knowledge.
- Benjamin Disraeli

Doing is Believing

"I hear and I forget. I


see and I remember.
I do and I
understand."
(Confucius 551-479 BC)

Communication

"He who wishes to


talk well must first
think well.
"When you speak, your
speech should be better
than your silence would
have been." (Origin unknown)

New Style?

"I praise loudly.


I blame softly.
(Catherine the Great, 1729-1796.)

Test of Intellect

"Whoever in debate
quotes authority
uses not intellect,
but memory."
(Leonardo Da Vinci)

Good Writing
"What is written without
effort is in general read
without pleasure."
(Samuel Johnson.)

Bad Attitude of Employee

Dont waste your time


trying to change
employees,
Who have bad attitudes
Inn Pareen a Kaleesa koo Kaleesa say hatta
doon

"Great speakers are not born, they're


trained."
-- Dale Carnegie

"Perhaps you will forget


tomorrow the kind words you
say today, but the recipient may
cherish them over a lifetime.
Dale Carnegie

Conversation with Wise Man

A single conversation
with a wise man is better
than ten years of study.
--Chinese Proverb

Light
Be a light, not a judge.
Be a model, not a critic.
- Stephen Covey

"Communication skills are the lifeblood of a


successful life...if you plan on spending any
time there..."
-- Doug Firebaugh

"Communication is really all anyone ever


gets paid for ultimately...and if you cannot
effectively communicate...you will PAY...not
get paid..."
-- Doug Firebaugh

"Little deeds of kindness, little words of


love, help to make earth happy like the
heaven above."
Julia A. Fletcher Carney
Of all the things you wear, your
expression is the most important

"You are not only


responsible for what
you say, but also for
what you do not
say."
Martin Luther

"Kind words can be


short and easy to
speak, but their echoes
are truly endless."
- Mother Theresa of Calcuta

Challeng
eEFFECTIVE COMMUNICATION

Planning

Organizing

Management Process

Leading

Communication

External Environment
Customers
Suppliers
Stockholders
Governments
Community
others

Purpose & Function of Communication

Controlling

Mgrl Effectiveness Through


Communication
You Spend Most of Your Time at Work
Communicating.
Your Success- Based on Strong Communication
Skills.
Communication Is Becoming in Increasingly
Important In Increased Globalization, Diversity
Workplace Specialization.
Communication Tech Offers New Opportunities of
Communicate More Often & More Efficiently Than
Ever Before.

Managerial Function of Communication


Managers have three basic jobs.

Collect Information : Collect relevant info from


conversations, phone calls, memos, office memo,
Reports, databases, & internet.
Convey Info & Decision : To inside & outside org through
speeches, press releases, videos, memos, letters.
Promote Interpersonal Unity :
Motivate people through speeches, conversations on lunch
& on ceremonies & through walking around.
( garmoo ghamoo ka lahoo zooq a yaqan say)

Toward Effective Communication


Org goal

Goals-related
behavior

Communication
network objectives

Communication
activities

Communication
policies

Relationship of Communication Factors to Org Goals

Mgr as nerve centre in


Info Processing Network
Manager as monitor
Gathers external info
(through liaison role) form
contacts, informers, peers,
& experts

Manager as monitor
Gathers internal info
(through leader role)
Form subordinates

Manager as nerve center in information-processing network

Mgr as disseminator
Distributes information
to subordinates

Mgr as spokesperson

Need for Communication


Very strong in Human beings
Considered as a basic need,
as in the case of eating, sleeping, etc.
Established as both a social &
individual need

Interpersonal Communication
Three Broad Types
Oral, Written, Nonverbal
Oral Communication: Consists of all forms of spoken info\
Most preferred type of communication used by mgrs.
Mgrs prefer face-to-face & telephone communication to
written communication because it permits immediate
feedback.
Written Communication: letters, memos, policy manuals,
reports, forms, & other documents used to share info in org.
Nonverbal Communication Involves all messages non
language responses. Anything that sends message.
Mgrs often underestimate its importance. Hidden messages & can
influence process & outcomes of face-to-face communication.

The Importance of Communication Skills as


Expressed by Business Authorities
Top executives from Fortune 500 companies rate
communications skills as the most important quality
for business leaders.
New York Times
Business Section

There may be no single thing more important in our


efforts to achieve meaningful work and fulfilling
relationships than to learn and practice the art of
communication.
The Art of Leadership
Max De Pree, Author

Evidence of Communication Weakness in Business

Im surprised how so many


people struggle
with communication.
--Michael Rook, Production Manager
Hewlett Packard, San Diego, CA

The first thing the H R


Department did was give me a
writing book.
--Sam Reeves, IT Consultant
AMS, Denver, CO

Cost of Correspondence
One page business letter that took 10
minutes to dicate cost between $13.60
and $20.52 in 1996.
Poor writing costs even more since it
Waste Time.
Wastes Effort.
Jeopardizes goodwill.

Communication is shared
feelings/shared
understanding.
If you can honestly achieve
that goal, you are
communicating.

Who Is
Responsible?
The Communicator.

How Much Is The


Communicator
Responsible?
60

Percent!

May 31, 2015

36

May 31, 2015

37

Think > listen >


May 31, 2015

talk
38

Why is
communication
Inspires confidence
important
?

Builds respect
Helps make friends
Reveals your ability to others
Develops a distinct personality

May 31, 2015

39

We need to
improve communication... as
70 % of our communication efforts are:
misunderstood
misinterpreted
rejected
distorted or
not heard
May 31, 2015

40

Communication in Organizations
Chief Executive Officer

Sales
Manage
r

Legal

Plant
Manager

Production

Plant
Manager

Financal

Enginering

HR

Plant
Manager

Diagonal communication
Horizontal or lateral
communication
Upward and downward
communication
Copy Rights Dr Sajid

May 31, 2015

42

43

May 31, 2015

PEOPLE ARE INFLUENCED,


PROBLEMS ARE SOLVED,
CHANGES ARE FACILITATED,
EXCELLENT RELATIONSHIPS ARE DEVELOPED,
DESIRED RESULTS ARE ACHIEVED, AND

SUCCESS IS ENSURED.

May 31, 2015

44

PLAYS A VITAL ROLE


IN DISCOVERING OURSELVES &
THE WORLD AROUND US

May 31, 2015

45

IS NOT JUST GETTING


THE MESSAGE ACROSS
BUT ITS ACCEPTANCE
FROM ITS INTENDED RECEIVERS
WHICH CAUSES
THE EXPECTED BEHAVIOUR
FROM THE RECEIVERS
OF THE MESSAGE
ONLY THEN, THE RECEIVERS
WILL BE WILLING TO
CONVERT THE COMMUNICATION

INTO ACTION
May 31, 2015

47

LISTEN TO,

OBSERVE &

INTERPRET
ALL FORMS OF LANGUAGE
IS ESSENTIAL FOR
EFFECTIVE COMMUNICATION
May 31, 2015

48

Communication
is a two-way process
of giving and receiving info
through one or more
number of channels.

Communication
Communication
is the process of sending and
receiving
messages

Importance Of Communication
Organizational / Functional: greater info
access & awareness
Improves coordination: reduces logical gaps
Encourages cooperation: helps bring everyone
in th mainstream
Gives a direction: to tasks and activities
Morale and empowerment
Decision making aid
Speeds up orgal processes
Better focus on customer requirements
Generates a greater sense of orgal
commitment & involvement
A Problem Solving Tool: by clarity,
preciseness &
feedback

What needs to be communicated

Information/data

Attitudes
Values
Moods
Emotions

Communication is a process through


which mgrs coordinate, lead, &
influence their subordinates.
Ability to communicate effectively
considered by most mgrs critical in
determining managerial success.

Ability involves broad array of activities,


Reading, listening, managing &
interpreting info, serving clients, writing,
speech-making, & use of symbolic
gestures.
Communication relates, directly to basic
mgt functions.
Delegation, Coordination, & Org change &
Development also Entail Communication.

Essential Tool for People Who Want to Stay


in Touch With Rest of World.

Developing
Reward systems &
interacting with subordinates
as part of Leading function etc
Impossible w/o some form of
communication

Essential to: Establishing standards,


Monitoring performance, & Taking
corrective actions. Pervasive part of
virtually all managerial activates.

The bridge between our


separate realities is
communication . . .
To communicate is to relate."
-- Layne and Paul Cutright

Communication in Org
In Enterprises, info must flow faster.
Short stoppage on fast-moving production line costly - lost output.
Production Problems communicated quickly for
corrective action
Info increased - frequently causing info overload.
Need more relevant info.
Necessary to have for effective decision making.
Getting info from mgrs superiors &
subordinates - from depts & people elsewhere org.

Communication
skills can make or
break career of
org.

Elements of Communication
Encoding

Perception &
Interpretation

Message
Nonverbal

Communication
s
Channel

Communicator

COMMUNICATION PROCESS
Stimulus

Feedback

Destination

Filter

Message

Medium

Communication Process

Social Context

Sender

Encodes

Medium

Decodes

Receiver

Feedback
Noise

Basic Element in Communication Process

Noise

Original Message
Percentage of Understanding lost in communication
100 Percent
Top mgts understanding
63 percent
VP Understanding
56 percent
General mgrs understanding

Average

40 percent
Division mgrs understanding

Average

Information

30 percent
Unit mgrs understanding

Information

Loss

20 percent
Employees understanding

Loss

FEEDBACK:

Process of verifying messages &


receivers attempts to ensure message be decoded is what
sender really meant to convey.

Through feedback,
communication becomes
dynamic, two-way Process
rather than just event.
Meant To avoid
communication failure as it
provides preliminary info to
sender.

Key to Understand
MgrListening:
must avoid
interrupting
subordinates
& putting them on defensive.
To elicit honest feedback,
mgr should develop atmosphere
of trust & confidence
& Supportive Leadership Style,
With de-emphasis on status.

Characteristics of Effective &


Ineffective Feedback
Effective Feedback

Ineffective Feedback

1. Intended to help the employee.

1. Intended to belittle the employee.

2. Specific.

2. General.

3. Descriptive.

3. Judgmental.

4. Useful.

4. Inappropriate.

5. Timely.

5. Untimely.

6. Willingly heard by employee.

6. Makes the employee defensive.

7. Clear.

7. Not understandable.

8. Valid.

8. Inaccurate.

Dr. Sajid, Communication, Oct 2k8

Noise
Internal or external interference with
or distraction form intended
message.
Can cause distortion in sending &
receiving of messages. In addition to
physical
conditionsmake
communication more difficultEmotional states can also create
noise.

Some Basic Truths about


Communication

Meanings sent are not always


received.
Meaning is in the mind.
Symbols of communication imperfect.

Elements of Good Talking

Voice Quality
Talking Style
Word Choice & Vocabulary
Listening: Key to Understand
Rushed, Never-listening mgr will
Seldom Get Objective View of
Function of Org.

How to overcome
Communication Roadblocks ?
Effective Listening
Reading body language
Effective Speaking
Skill Training

The Process of Listening

Types of Listening
Active vs. Passive
Positive vs. Negative
What Kind is it?

Appreciative
Empathic
Discriminative
Analytical

Effective Listening
Behaviors that support
effective listening
Behaviors that hinder
effective listening

Effective Listening

Behaviors that support effective listening


Maintaining relaxed body posture
Leaning slightly forward if sitting
Facing person squarely at eye level
Maintaining an open posture
Maintaining appropriate distance
Offering simple acknowledgements
Reflecting meaning (paraphrase)
Reflecting emotions
Using eye contact
Providing non-distracting environment

Effective Listening

Behaviors that hinder effective listening


Acting distracted No response
Invalidating response, put downs
Interrupting
Criticizing
Judging
Diagnosing
Giving advice/solutions
Changing the subject
Reassuring without acknowledgment

Importance of Listening

"There is none so
blind as those who
will not listen."
(William Slater)

Test of Listening

"If you don't agree


with me it means
you haven't
been listening.
(Sam Markewich.)

When people talk,


listen completely.
Most people never
listen.
Franklin Delano Roosevelt

"Listening looks easy, but it's


not that simple. Every head is
a world."
---Cuban proverb

"Do

not save your loving speeches


for your friends till they are dead;
do not write them on their
tombstones, speak them rather
now instead."
--- Anna Cummins

Time, Empathy, & Concentration


on communicator's
messages are
Prerequisites for understanding.

People want to be heard,


want to be taken seriously,
want to be understood.
"Effective communications
starts with listening."
--Robert Gately

Importance of Listening
Exists as first verbal skill people learn
Accounts for most of communication
time
Ranks hi in business
Requires high in business
Requires clear thinking, patience
motivation, & hard work
Often overestimated in effectiveness

Truly listening to someone is one of the greatest


gifts we give to each other.
Listening from our hearts- open and waiting for
the other to speak what is truly in their heart - is a
ministry of hospitality.
It is holy work.
Speaking from the heart takes courage
to risk & be vulnerable with another."
KayLindahl

Nature of Listening
Sensing
Filtering
Remembering

"How often could things be


remedied by a word. How
often is it left unspoken."
-- Norman Douglas
"Silence is the training ground
for the art of listening."
-- Linda Douty,

"Remember that
silence is
sometimes the
best answer."
- Dalai Lama

"Responsible Listening is speaking we do to


prove to the other person that we
understand what his or her total message
said.
saves us from attacking & defending.
allows for no judgment of the other person's
character.
Its only function is to present, what speaker
meant at this moment, in this conversation.
Listening is suspension of judgmentsuntil we gain new info"
Peter deLisser

The Listening Process


Begins with symbols - entering receivers sensory
world
Involves process of selective perception
Depends upon listeners
(a) sensory limitations,
(b) degree of alertness,
(c) conditioning
Entails Nervous system & filtering by the mind
Continues with search for ways to express meaning
Ends by sending message

More & Less Effective Listening Skills


Active, focused

Passive, laid back

Pays attention

Easily distracted

Asks questions

Asks no question

Keeps open mind

Has preconceptions

Assimilates
information

Disregards
information

Comparison of Non-listening & Active


Listening

Non-listening

Orientation toward self


Little use of mind (thinking)
Lack of etiquette
Inattention to principles of effect
No consideration of alternate
messages
Little empathy
Casual attention to meaning
Emphasis on winning
Little personal involvement
Inattention to nonverbal
communication
Results in conflict

Active Listening

Orientation toward others


Significant use of mind
Good application of etiquette
Effective use of principles of
effect
Consideration of alternate
messages
Much empathy
Intense attention to meaning
Emphasis on understanding
Much personal involvement
Focus on nonverbal
communication
Results in rapport

Improving Listening Ability

Commit to improve
Focus attention
Cultivate accuracy of filtering
Concentrate on remembering
Apply techniques

Our first responsibility as effective


listeners is to understand ourselves
as communicators.
Just as the sources of the
communication message should be
trained in self-intra personal
communication, so, too, should
listeners know themselves."
--- Carolyn Coakley

The Ten Commandments of Listening

Stop talking
Put talker at ease
Show talker you want to listen
Remove distractions
Empathize with talker
Be patient
Hold your temper
Go easy on argument and criticism
Ask questions
Stop talking

Writing is thinking
on paper. Anyone
who thinks clearly
should be able to
write clearly about
any subject at all.--William Zinsser, Author
On Writing Well

Some Tips for Improving Written


Communication

Many people fall into habit of using


technical jargon that can be understood
only by experts in same field.
Common problems in written
communications are that writers omit
conclusion or bury it in report, are too
wordy, & use poor grammar, ineffective
sentence structure, & incorrect spelling.

Some Tips for Improving Written


Communication

Use simple words & phrases.


Use short & familiar words
Use personal pronouns (such as you)
whenever appropriate.
Give illustrations & examples; use charts.
Use short sentences & paragraphs.
Use active verbs, as in Mgr plan
Avoid unnecessary words.

Orgl Skills
Three orgl skills - Enhance comm effectiveness for both
sender & receiver
a. Follow up
b. Regulating info flow
c. Understanding richness of different media.
Following up simply involves checking at later time
to be sure that message received & understood.
Regulating information flow sender or receiver takes steps to
ensure that overload does not occur.

Managing Communication Within Diverse Orgs


Communication permeates every org.
Some messages are clear effective; others cause
confusion & errors.
some messages sent throughout org contain misinfo or
secret info- impede org processes.
Formal communication follows chain of command & is
recognized as official.
Vertical Info: Flow of info both up & down chain of
command. Involves exchange of message b/w two or
more levels in org.

The more elaborate our means of


communication, the less we
communicate. Kin Hubbard

Flow of communication
At the workplace

* Upward
From subordinates to superior

* Downward
From superiors to the subordinates

* Lateral
From one employee to another

Types of communication
Formal

Informal

COMMUNICATION NETWORKS
Formal communication network :
follows the hierarchical structure
of the organization,
or the "chain of command."

Informal communication network:


involves communication
that follows the "grapevine."

Formal Communication

Information

Managers

Workers

Workers

Managers

Workers

Efforts at coordination

Workers

Instructions and directives

HEAD

Formal Communication Channels.


Official structure of an org.
Typically shown by org chart of any org.
A box -link in the Chain of Command.
A line-for formal channel for transmission.
Type of Communication

Communicating among members of


an org.
Formal communication channels.
Informal communication channels.

Formal Communication
Channels.
Downward information flow.
Upward information flow.
Horizontal information flow.

DIRECTION OF COMMUNICATION FLOW

Downward communication
flows from upper management down
to the employees at lower ranks.
Job instruction
Ideology
Information
Feedback
Upward communication
is initiated by those at the lower levels of the organization
positive
timely
support current policy

Downward Communication
Flows from people at hi to lower levels in org hierarchy.
Esp. in org with Authoritarian Atmosphere.
Media for oral downward communication- instructions,
speeches, meetings, telephone, loudspeakers, even grapevine.
Memo, letters, handbooks, pamphlets, policy statements,
procedures, electronic news displays.
Info lost/distorted -comes down chain of command.
Top mgt issuance of policies- does not ensure communication.
Directives -not understood or read.
Feedback essential for finding out whether info perceived as
intended.
Downward flow of info through org- time-consuming.
Delays - frustrating - top mgrs insist info sent directly to
person requiring it.

Upward Communication
From subordinates to superiors - continues up hierarchy.
Hindered by mgrs in communication chain - filter messages transmit info- unfavorable news to bosses.
Objective transmission of info essential for control.
Upper mgt needs to know production performance, marketing
info, financial data, what lower-level employees thinking.
Primarily nondirective - found in participative -democratic
orgs.
Suggestion systems- appeal - grievance procedures,
complaint Systems,
Counseling sessions, joint setting of objectives,
Grapevine, group meetings, practice open-door policy,
oral Questionnaires, exit interviews, ombudsperson.

Upward Communication
Ombudsman-. Originated in Sweden, - civil servant to
investigate complaints about fed bureaucracy.
Companies established position for person - investigates
employees concerns.
Anheuser-Busch, Control Data, GE, McDonnell Douglas & AT&T
few companies using ombudsperson in 1986, suggesting
workers trust person.
Position provide Valuable Upward Communication Link front-page scandals & legal costs by grinning improprieties attention of appropriate person before problems.
Effective communication requires environment subordinates feel to communicate.
Org climate influenced by upper mgt, creating free flow
communication rests with superiors.

CHANNELS OF COMMUNICATION
Face to Face
Interactive TV - high speed connections (two way)
Video-Voice / Data Channel (one way)
Telephone
E-mail
Personal written correspondence
Formal written message
Public speaking
Data Reports
Broadcast e- mails / reports

Formal&InformalCommunnetworksina
DivofaSmallMnfgCompany
Department
Manager

Supervisor

Supervisor

Navy Solid Lines = Formal Network


Coral Dashed Lines = Informal Network (at a moment in time, for they change often)

Formal Communication Channels.


Distortion: misunderstanding or communication
errors at different communication links in the chain.
To reduce distortion reduce number of levels in the
structure.
Flat structure & wide span of control.
Fragmented info. (isolated), Less flexibility.
Informal Communication Channels.

Grapevine: Supplements formal channels.


80% of info that travels around through grapevine is
business related & 75_95% is accurate.
Informal channels increase as organization has closed
formal channels.

Common Grapevine Chains Found in Org

Gossip Chain
(One person tells many)

Cluster Chain
(Many people tell few)

COMMUNICATION PATTERNS

Vertical:
Downward
rationale for doing jobs
organizations policies, practices
performance appraisals
sense of mission

Vertical: Upward

reports on work, progress


unsolved problems requiring managerial assistanc
Suggestions and ideas
Subordinates feelings about jobs, co-workers,
the organization

Horizontal
task coordination
information sharing
problem solving
conflict resolution
peer support

TM 14-6

CENTRALIZED COMMUNICATION NETWORKS


Y
X

Chain

DECENTRALIZED COMMUNICATION NETWORKS


Circle

All-channel

External Communication Network.


Communication in and out of an organization.
Types:
Formal contacts with outsiders
Informal contacts with outsiders.

Devolution of responsibility.
Performance based reward system.
Quality teams.
Suggestion schemes.
Special newsletters.

Mgt by Wandering Around-Informal Commn


Popular form of informal communication
Basic idea -some mgrs keep in touch with whats going
on by wandering around & talking with people
immediate subordinates, subordinates far down orgl
hierarchy, delivery people, customers, or anyone else
who is involved with company in some way.
Bill Marriott, frequently visits kitchens, loading docks,
& custodial work areas when-ever he tours Marriott
hotel. Claims that by talking with employee throughout
hotel, he gets new ideas & has better feel for entire
company.

CHANNELS OF COMMUNICATION
VOCAL

NON-VOCAL

VERBAL

SPOKEN WORDS

WRITTEN WORDS

NONVERBAL

SIGH

FACIAL EXPRESSION

GRUNT

POSTURE /
GESTURE

INFLECTION

SPATIAL
RELATIONSHIP

Non-Verbal Communication:
People send messages to each other
without talking.
They communicate through
facial expressions,
head positions,
arm and hand movements,
body posture,
positioning of legs & feet, and
the way people use space

Body Language

Interpreting body language is vital


in any communication process
Observe the body movements and
postures
Match the other persons body language,
if appropriate and if required.

Types of Nonverbal
Communication

Body Language
Space
Time
Para language
Color
Layout and Design

Types of Nonverbal Communication:


Kinesic behavior,-body motion such as gestures, facial
expressions, eye behavior, touching,- Body movement.
Physical characteristics- body shape, physique, posture,
height, weight, hair, & skin color.
Paralanguage- Voice quality, volume, speech rate, pitch, &
laughing.
Environment- Building & room design, furniture & interior
decorating, light noise, & cleanliness.
Time-Being late or early, keeping others waiting, & other
relationships between time & status.

Reading Body Language

Unspoken message

Behavior

Im nervous

Clearing throat
Expelling air (such as Whew!)
Placing hand over mouth while speaking
Hurried cigarette smoking

Im superior to you.

Peering over tops of eyeglasses


Pointing a finger
Standing behind a desk & leaning palms
down on it
Holding jacket leaps while speaking

Interpersonal Communication
From

Advantages

Oral

1.
2.

Promotes feedback
& interchange.
It easy to use

Disadvantages
1.
2.
3.

Written

1.
2.

Tends to be more
accurate.
Provides record of
communication.

1.
2.

May
suffer
form
inaccuracies.
Leaves no permanent
record.
Seldom
time
for
thoughtful response.
Inhibits feedback &
interchange.
Is more difficult & time
consuming.

Communication Audit
One way to improve communication in org is to
conduct communication audit.
Such audit is tool for examining
communication policies, networks & activities.
Organizational communication is viewed as
group of communication factors related to
organizational goals.

Communication Audit
One way to improve communication in org is to
conduct communication audit.
Such audit is tool for examining
communication policies, networks & activities.
Organizational communication is viewed as
group of communication factors related to
organizational goals.

COMMUNICATING THORUGH TECHNOLOGY

E-mail.
Electronic meeting software.
Video conferencing software.
Whiteboard software.
Group scheduling software.
The Internet
Internet is a network of networks.
Network is a group of computers that are connected to share
the information.
LAN-WAN.

Concept of a PAPERLESS ORGANIZATION.

Barriers to Effective Communication

Despite its apparent simplicity, communication


process rarely operates flawlessly.
Barriers interfere with organizational
excellence.
Consequently, info transmitted form one party
to another -Distorted, & communication
problems -result.

Communication -Barriers
Process Barrier
Every Step in Communication process is necessary
for effective communication.
Blocked steps become barriers.
Following situations:
Sender barrier. A management trainee with unusual
new idea fails to speak up at meeting for fear of
criticism.
Encoding barrier. A Boluchi-speaking factory worker
cannot get Sindahi-speaking supervisor to
understand grievance about working conditions.

Process Barriers
Medium Barrier. After getting no answer three times &
busy signal twice, customer concludes that a stores
consumer hot line is waste of time.
Decoding Barrier. A restaurant mgr does not understand unfamiliar
computer jargon during a sales presentation for laptop computers.
Receiver barrier.
A mgr who is preoccupied with preparation of budget asks clerk to repeat
earlier statement.
Feedback barrier.
During on-the-job training, failure of trainee ask any
questions causes mgr to wonder if any real understanding
what is being taken place.
Choosing appropriate medium is especially important for
mgrs who must overcome physical barriers.
A mgr with a soft voice can reach hundreds of people by
using a sound system.

Physical Barriers
Sometimes physical object blocks effective
communication.
For example, a Factory worker, who wears
ear protectors probably could not hear
someone yelling : Fire! Distance is
another physical barrier.
Thousand of miles between New York &
Islamabad & time-zone difference can
complicate communication in a global org.

Semantics is study of meaning of words.


Words are indispensable, thought they can sometimes cause a
great deal of trouble.
Mgrs in such fields as accounting, computer science, or
advertising may become so accustomed to their own
technical language that they forget that people outside
their field may not understand them.
Unexpected reactions or behavior by others may signal a
semantic barrier.
Psychological . & social barriers are probably responsible for
more blocked communication than any other type of
barrier.
Peoples backgrounds, racial prejudice, distrust of opposite
sex, or lack of self-confidence

Distrust, Threat & Fear

Undermine communication.
In climate with forces, any message will be viewed
with skepticism.
Distrust can be result of inconsistent behavior by
superior, or it can be due to past experiences
-subordinate
punished for honestly reporting
unfavorable, but true, information to boss.
In light of threats whether real or imagined people
tend to tighten up, become defensive, & distort
information.

Inadequate
knowledge

V
E
R
B
A
L

Conflicting
signals

Differences
in interpretations

Language
differences

Inappropriate
Use of expressions

Differences in
perception

Inappropriate
emotions

Ambiguity
Distraction
Polarization

N
O
N
V
E
R
B
A
L

Barriers Within Organizations.

Info overload.
Message complexity.
Message competition.
Differing status.
Lack of trust.
Inadequate structures.
Closed communication climate.
Unethical communication.
Inefficient communication.
Physical distraction.
Incorrect choice of medium.
Media richness

Info Overload
Occurs when amount of info -process is
exceeded.
Mgrs responsibility in disseminator role is to filter large volumes of info &
distribute it appropriately.
Info overloaded lead to:
Failing to process or ignoring some of info.
Processing info incorrectly.
Delaying processing of info until info overload abates.
Searching for people to help process some of info.
Lowering quality of info processing.
Withdrawing from info flow.

You might also like