Importance of Communication

The five most important skills recruiters look for when hiring college and university students.

#5 #4 #3 #2 #1

Teamwork Critical thinking & leadership Interpersonal/social Computer literacy Oral and written communication

Learning Objectives
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Explain the role of communication in the organization and why it is so complex for managers to understand. Define communication and explain how to achieve high-quality communication. Describe the components of the communications process. Identify the primary categories of interpersonal communication. Discuss the role of technological communication and information use in the workplace.

Learning Objectives
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Address the primary reasons why managers communicate. Explain the barriers that interfere with effective communication. Discuss the types of formal communication channels. Describe the principles for effective feedback. Specify the guidelines for becoming a good listener.

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Communication Complexity


Communication is complicated and dynamic with many factors influencing its effectiveness.


Senders, messages, channels, and receivers do not remain constant or static. Even a simple two-person interactions involving multiple variables. Communication is symbolic with the meaning of most of our words and signs changing over time.

Communication Defined


Communication stems from the Latin root word communicare, which means to make common. A process in which one person or group evokes an identical meaning in a second person or group. Defining communication is relatively simple, but achieving high-quality communication is both complicated and difficult.

Communication Process Components Context /Sender

Social Context and Sender



Social Context


The setting in which the communication takes place. The sender initiates the communication process by encoding his or her meaning and sending the message through a channel. Encoding translates the senders ideas into a systematic set of symbols or a language expressing the communicators purpose.

Sender


Communication Process Components Message/Channel

Messages and Channel



Messages


The tangible forms of coded symbols that are intended to give a particular meaning to the information or data.

Channel


The carrier of the message or the means by which the message is sent.

Communication Process Components Receiver/Feedback

Receiver and Feedback



Receiver


The receiving person or group must make sense of the information received. Decoding the translation of received messages into interpreted meanings. The process of verifying messages and the receivers attempts to ensure that the message he or she decoded is what the sender really meant to convey.

Feedback


Communication Process Components Noise

Noise


Any internal or external interference or distraction with the intended message that can cause distortion in the sending and receiving of messages.

Interpersonal Communication Categories



Oral Communication . Written Communication Nonverbal Communication .. Technological Communication

Oral and Written Communication



Oral Communication


All forms of spoken information; by far the most preferred type of communication used by managers. Letters, memos, policy manuals, reports, forms, and other documents used to share information in an organization.

Written Communication


Nonverbal Communication
 

Kinesic behavior, or body motion, such as gestures, facial expressions, and eye behavior. Physical characteristics, such as body shape, physique, posture, height, and weight. Paralanguage, such as voice quality, speech rate, pitch, and laughing. Environment, such as building and room design, furniture, light, noise, and cleanliness. Time, such as being late or early, keeping others waiting. Proxemics, such as the way people perceive space, seating arrangements, and conversational distance.

Technological Communication


Telecommuting or telework


The practice of working at a remote site by using a computer linked to a central office or other employment location. Sending messages through computerized textprocessing and communication networks. An umbrella term for technologies that use live video to unite widely dispersed company operations. Essentially, everything can be done on the internet.

Electronic mail (e-mail)



Video conferencing


The Internet


Why Managers Communicate

   

To motivate To inform To control To satisfy social needs

Sources of Communication Barriers

     

Cross-cultural diversity Trust and credibility Information overload Language characteristics Gender differences Other factors

Communication Channels


Formal Communication Channels



Formal communication follows the chain of command and is recognized as official.

Direction of Flow


One way to view formal communication within organizations is to examine how it flows vertically and horizontally.

Formal Communication Flows

Spontaneous Communication Channels



Opportunistic and informal paths for communication that arise from the social relationships that evolve in the organization. The Grapevine


An informal method of transmitting information depicted as the wandering of messages throughout the organization

Communication Competency Challenges



Expect to be misunderstood by at least some listeners and readers. Expect to misunderstand others. Strive to reduce the degree of such misunderstandings, but never expect total elimination of them or the ability to anticipate all possible outcomes.

 

Principles of Effective Feedback

  

 

Give feedback that is specific rather than general. Give feedback when the receiver appears ready to accept it. Focus feedback on behavior rather than the person, and focus it on behavior that can be changed. Provide feedback using descriptive information about what the person said or did. Avoid feedback using evaluative inferences about motives, intent, or feelings.

Advanced Listening Skills

   

Listen for message content. Listen for feelings. Respond to feelings. Be sensitive to both the nonverbal the verbal content of messages. and

Reflect back to the sender, in your own words, what you think you are hearing. Be attentive and listen to understand, not to reply. Be patient. Dont interrupt the speaker. Take time to digest what has been said before responding.

 

Implications for Leaders: Communication Points



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You spend most of your time at work communicating. Your success is based on strong communication skills. Communication is becoming increasingly important in view of recent trends, such as increased globalization, diversity, and workplace specialization.