CHAPTER TEN

COMMUNICATION

UGC/TRIEA/UNOM/DOMS/PTS OB/L10/S1
 DEFINITION

Communication is the process by

which information is transmitted
and understood between two or
more people.

UGC/TRIEA/UNOM/DOMS/PTS OB/L10/S2
 Poor communication is the source
of interpersonal conflict

 Individuals spend 70% of their

working hours communicating-
reading, speaking, listening

UGC/TRIEA/UNOM/DOMS/PTS OB/L10/S3
 FUNCTION OF
COMMUNICATION IN
 ORGANIZATION/GROUPS
Control member behaviour
 Fosters motivation by clarifying to
employees what is to be done
 Emotional expression of feelings,
fulfillment of social needs
 Provides information that individuals
need for decision making
Every interaction serves one or
more of the four functions

UGC/TRIEA/UNOM/DOMS/PTS OB/L10/S4
 THE COMMUNICATION
PROCESS MODEL

messag messag messag messag

e e e
e
source Encoding Channel Decoding Receiver

Feedback

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 COMMUNICATION
FUNDAMENTAL

 Directions of communication
Downward,upward, lateral

 Communication networks
informal network-grapevine
formal network-chain, wheel, all
channel
UGC/TRIEA/UNOM/DOMS/PTS OB/L10/S6
 COMMUNICATION
EFFECTIVENESS
Criteria Chain Wheel All channel
Speed Moderate Fast Very fast
Accuracy High Very high Moderate
Emergence
of leader Moderate High None
Member Moderate Low High
Satisfaction

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 BARRIERS TO EFFECTIVE
COMMUNICATION
A. Noise Barrier
1. Poor timing
2. Inappropriate channel
3. Improper or inadequate information
4. Physical distractions
5. Improper organizational structure
6. Information overload
7. Network break down
UGC/TRIEA/UNOM/DOMS/PTS OB/L10/S8
 HIERARCHY OF CHANNEL
RICHNESS
Channel Type of
richness message
Richest Non routine
Face to face talk
Telephone
email
Memo,letters
Flyers, bulletins
Leanest Routine

UGC/TRIEA/UNOM/DOMS/PTS OB/L10/S9
 BARRIERS TO EFFECTIVE
COMMUNICATION
B. Interpersonal barriers
 Filtering
 Semantic barrier
 Perceptual barrier
 Cultural barrier
 Sender credibility
 Emotions
 Feedback barrier
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 GUIDE LINES FOR EFFECTIVE
COMMUNICATION
1. The ideas and messages should be
clear, brief and precise.
2. Sense of timing-timely for action to
be taken.
3. Integrity-communication should
pass through proper channel.
4. Consult with others who are
involved in planning the
communication.
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 GUIDE LINES FOR EFFECTIVE
COMMUNICATION (Contd)
5. Be prepared to help the receiver
6. Mode of delivery
7. Use proper follow up
8. Communication should be
comprehensive

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 ACTIVE LISTENING

1. Make eye contact

2. Exhibit affirmative head nods and
appropriate facial expressions
3. Avoid detracting actions or gestures
4. Ask questions
5. Para phrase
6. Avoid interrupting the speaker
7. Don’t over talk

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 CONCLUSION

Poor communication in
organizations is a major source of
job dissatisfaction

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