Communication

Communication

The process by which people attempt to share meaning via the

transmission of symbolic messages.

Communication involves three essential points:

(1)

People trying to understand how they relate to each other

to avoid misunderstanding

(2)

Shared meaning which suggests that in order for people to

communicate, they must agree on the definition of the
terms they are using

(3)

Symbols like gestures, sounds, letters, numbers, and words

to represent or approximate the ideas that they are meant
to communicate.

A Model of the Communication Process

SENDER
(source)

Encoding

Channel

Decoding

Receiver

Noise
Feedback
Receive

Transmit

Barriers to Communication
1.

2.
3.
4.
5.
6.

Noise
Frames of reference
Filtering
Distrust
Value judgment
Misinterpretation

How to Improve Your Communication Skills

1. The Sender
1.1 Plan your message. Understand your
objective, audience, what you want to
say, and how to get feedback.
1.2 Good communicators use KISS.

How to Improve Your Communication Skills

2. Encoding

2.1 Create a clear, well-crafted message.

With written communication, make sure that what

you write will be perceived the way you intend.

Review your style.

2. Avoid jargon or slang.
3. Check your grammar and punctuation.
4. Check also for tone, attitude, nuance, and other
subtleties.
5. Familiarize yourself with your company's writing
policies.
1.

How to Improve Your Communication Skills

3. Choosing the Right Channel formal
communication, email, facsimile, cell
phone, web conferencing, social
networking sites, etc.
4. Decoding Receiving and Interpreting a
Message
5. Feedback

What to Aim For: Effective and Efficient

Communication

Effective communication when the

receiver receives the message as the sender
intended

Efficient communication when the message

is transmitted at minimal amount of time
and resource

Good communication takes place when an

effective message is delivered in an efficient
manner.

Factors Influencing Organizational Communication

(1) Formal channels of communication

A means of communication that is endorsed, and

probably controlled, by managers.

Effective in two ways:

(1) Cover

an ever-widening distance as
organizations develop and grow

(2) Inhibit

the free flow of information between

organizational levels

Factors Influencing Organizational Communication

(2) Authority Structure

Communication is affected by hierarchy of control within

the organization, e.g., status and power, authority
differences, etc.

(3) Job Specification

Facilitates communication within differentiated groups.

Members of the same group are more likely to share the

same jargon, time horizons, goals, tasks, and personal styles.

Factors Influencing Organizational Communication

(4) Information Ownership

Individuals

possess unique
information and knowledge about
their jobs, and many are unwilling to
share their knowledge with others.

Communication Channels
1. Formal communication

1.1 vertical communication upward and

downward communication
1.2 lateral communication
2. Informal communication
2.1 grapevine
2.2 management by wandering
2.3 small group network

1.1 Vertical Communication

1.

Downward communication
To

advise, inform, direct, instruct and

evaluate employees and provide
organization members with information
about organizational goals and policies.

problem arises managers do not provide

employees the information they need to
carry out their assigned tasks effectively
thus they feel confused, uninformed,
powerless.

1.1 Vertical Communication

2. Upward communication
To

supply information to the upper levels

about what is happening at the lower levels,
including progress reports, suggestions,
explanations, and requests for aid or
decisions.

Hotlines

provide additional upward and

downward communication of vertical
communication.

1.1 Vertical Communication

Two-thirds

of communication are handled

by middle managers either with higherranking and lower-ranking people (Lyman
Porter and Karlene Roberts).

Middle

managers are likely to filter, modify,

condense, or halt downward and upward
communication especially those that will
reflect unfavorably on them.

1.2 Lateral Communication

Lateral

Communication occurs between

departments of an organization that
generally follows the work flow rather
than the chain of command, and thus
provides a direct channel for coordination
and problem solving.

2. Informal Communication
Informal

Communication occurs within the

organization but is not sanctioned.
2.1 Grapevine
2.2 Management by wandering

2.3 Small group networks

Improving Formal Channel of

Communication
1. Downward communication shorter
chains of communication
2. Upward communication increasing
avenues for valuable feedback
3. Lateral communication increasing
teambuilding skills

Improving Informal Channel of

Communication
1. Managers should keep informal
communication channels open with all
levels of employees to be aware of rumors,
ideas, concerns, problems.
2. Managers should release information that
will counter gossip about the organization,
address concerns to improve employee
relations, and share ideas to improve work
efficiency.

Negotiating to Manage Conflicts

Conflict
Can

occur on interpersonal or organizational level

Negotiation
The

use of communication and bargaining skills to

manage conflict and reach mutually satisfying
outcomes.

Preparation

is a key concern for the negotiator.

The actual negotiations depend on:

(1) Whether the parties see their interests depending
on each other

(2) The external trust or distrust between the parties

(3) Each partys ability to communicate clearly and to
pressure or coerce the other party to accept its
point of view
(4) Personalities and idiosyncrasies of actual people
involved
(5) The goals and interests of the parties

Stability of Negotiations Outcomes

Two kinds of negotiation processes
(1)

Integrative Process
Known

as win-win solution, the prospects

for both parties are encouraging

Parties

attempt to reconcile their stakes

thus negotiations are characterized by
open, empathetic communications

(2) Distributive process

Parties

tend to seek maximum gains and

wants and want to impose maximum
losses to the other.

Known

as win-lose situation, zero-sum

Contentious

and unstable processes that

can become self-perpetuating