UNIT 1 THE COMMUNICATION PROCESS INTRODUCTION ‘Communion the proses of tasting orev information. Ix Sor every ives, we are constantly giving out INormation or reeving Sine ‘Tsectviy tats univers tal ng beings krown spy yarunaton, ts types why and how we crit nd even De farsa conte elec constants of oramurication Leamingoutomes By teen of het yu shoo be abe to ‘Under why we communicate Knowhow we communicate Why we communicate [erts bin on discussion witha question. Why is itimportant for us 0 | compete at al? Conus nave aeady mentioned 2 proces of giving out {ntrmation and eceving information, There ae tee) Bae reasons why we communist, We communi: 1, Tolnitiate some action GG) Byer eproseing your ness and requirements () By persuading & moivating others Expressing needs and requirements may be done through ovesaton, speeches, laters, bowing istration, procedures {a manuals We persuade people inorder to win them are 0 our ‘ewpont and wien they are oneinced hey coins toda what fr ing Thal shy Busnes ett ar bays bombarding us ttihadvesisemens to persuade and motvate us ou ther raped nd othe oer one = “= y2 To{mpartinformaton lens, opinlonsatitus bases, ele tetelinglemotions ee ‘Al these = octane ates biases beings or jour epi ‘Youmight for example pve people information ter ough the pit foe elctoe median your sews on ov etary education ld ot ‘Sup to be funded nhs country. Your sen cota Your diene to agree with ou ao te meri demerits 4 Crone by adverts your prado ies ren ‘This wat al he advertcmont i he rit and electronic media ‘te about—toshowene thei products reece thee resin understanding tough the use of explanations derpins Snares sales, and estone: These re ll ways of Sourcing formation ina way thal enlaces the perception and Atuleralandin your audenoe egding yor sector pot of ie rpc orserie {v,tnlaencing others — apersnbecomesinfuencnsonly afer awarenes| as dane be and aes he ate as bse persuaded Understand and become combnced by your infra. sony then that shee predisposed to change haber atte or behaiont AS {Communicator itmportant 0 Kaow 2 Toestabisy acknowledge or maintain inks or lations (One of the most vial functions of communication isto establish, SGtsowiedge ad aaa resins with other people, Ths may inelve ‘honeveatcommunston sachae 2nd smiles hu. wink ora wave tthe hand ata poron tosh that you ecg: Wi rm oreo fom preva mnrr youre at pre Nou hate not met belo. To maintain ond rltons te appoe ou ‘encion in these stators should ora to Be opontance seer ibis rtm stints een gee ier sc stuns soca instincts ae retained by time, by formats of Stneaandevnlythesating Ys eannnt fr examples oral bang Re your omer casa whos wa ead of tate spreent allo Tnickmine “eresponle™ ae you used to That would be agai prooeol epic would thnk yo are mu and you would be lohy 1 Sut have you ever paused to suk yourself why we receive or accept information or commnsaton for that mater? ‘Weare mostly toatend to and acepta message chase and gent hor message eee inspires trust and beat the ‘Scpent ah when i congenial appes wo the recipient's ned Efcuon or confirmations and his Gesre Yo svold unpleasaninest “Mic distin, Cedi sms om two main sources: peoeved authority and peeled ‘Sento Perceived authority manifests Hell when we tend to accept ‘Mera snp fom sorgone whi een fo have The right OF $itonty tse ots information onthe bass fs poston or tats inne calshnent ar organisation or on the bass Of Kis prestige rpstatinn and/or on the base of Ns knowiedge, skis, experts OF ‘sputter ofa university, ora headmaster or headmistress Uy Seoul eatres on advestezent tobe plied in ewspapers of Shores ovr ead or sreapening def te rtatn, wee ‘ont el tose iat informatio as ne authent hn when sucha “nein or publication somes fom someone ese. We believe the evnge by eve the stants rautonty ofthe souee/ ‘Rips Atte we ten partalr ospital for medica atention, we {Tate basso the septation of tat hospital or the expertise of home fie medical te Perceived intention om the ther ant ocuts when the information ive fut jsambiguusto extn hat espe of the infrmation oe message tend tea cifrent meanings isto To avold ths and gain greater “nalty the saree or ogi of he nema ough {T appest honest and staph forward. This acieved by presenting {es othe argument 1 Spear tobe an stoctige and an unbiased exper and 8 Sppeartoe aeng apart his/her own best nares‘Therefore congrially Inesegebasedoni fhe recever sendy Fa Say meyer plein ae sh being talked to, of being recognized in a crowsow theLethe as wel os do, tt argh tthe ining at Do ntrprettons-—dependl ie or echoles, norm and expecta py vt fete o paricular ‘Sremucrbe by ce inoue and cess dd not cnform 4 the oe then You are ys oe challenge 0 sespec. HOW WECOMMUNICATE ‘Now tht we knoohy we communi, how do we go aboutNetion of ie have on the What the core‘The eciers second a POTENTIAL PROBLEMS IN COMMUNICATION Yemor reskdowne- distortionWhat may be considered poUNIT 2 COMMUNICATION IN THE OFFICE Teachyou ca ‘Types of Officesfod personal stribus ‘isson. These include: people Anemploye should bea tam feshould Bove a Taowledge veway che woul oe abil striae the oer persone! OFReceive he appropriates If here through youre ‘he/she would take Fefahe has “se the pad accedhe ofc vehi ought to be avaable at al tines wi businesses and banking including ‘work ty hen you sre ek a fee them everpred peice ee et dcorum, does ot sha teecrer they find theaclves (Ghana and is missionUNITS COMMUNICATION IN ORGANISATIONS REALEADERNOT A BOSS - ‘The bse dives hit men “The lederiepce hem. ‘The boss depends on at - ‘The leader depends on 0 ‘The bos sobs fee ‘The lender eats ove The boss says! “The lender says “We The bos shows whos wrong, The leader shows P “The boss knows how i! INTRODUCTION cgnisaion!“Tough your aswersmay not be exact copies ome notes tose a Toot Poulton tm gro of people working ogee tomar the ae ao oninatin fe aibes ofa numberof peopl forthe 2 ean of some common ele purpose oc gos through dv aoe read fanetion, and Tough 2 hierarchy of euthorty and fexponay ‘Tab defn suggests hat the coi resis on of activites on any sake ‘- ivision a labour ana funtion nd 1, Shherrety of authonty “nese tro aspects determine the structure of ery formal rgaistion Fat ar alt onanintn'scommumueaton rates By division of bur en re the shring tasks according othe volume of Work EAE SMGTECS fi people avaale wo hat work or pf Ha Le Fae Gun ok the oes and away inch about ean be Division of ane? aytematealy though out the organi BY ati ot tak cae Totaly rou oer We ee os Sree sexo theonganeaton Some ongansations may havesepare aay acc or ray, presctn, aes, penne ance dear ee tiring development or even cstomes servis Feeney aegbn geographical ane Thascccrs where fhe company’s See cars aties ane eaisoutin widely spread cations 0c Freer a Sad eammunattoncorsandrescurces Mig companies SeyP ee Shan olelds Limited and Boute Gold mines Lied ae San elas Then thre ac als hove ngarisatons howe trae PREPS cue production ines, bands, marketing, procurement, oer on ee Though unctonal dvson sil romaine tl pe of Parra ati overall cov the comers of he Pration Set ands Manager or Mating Manager ee. Lever Braker Ut {Ghur eone sec organisation ‘The smooth runing of any organisation equines a Nerarchy of authority a ry What we are saying ta he pine topo Ne rere dessin seigned fof, Thsisknown as delegation oF (tga faa cédinision of labour presepp etesuthosty eontered anny pee that deporting oF rear ieo in ht masage ay ass ‘Bother nthe Unversity eng weekend mate 1 tesa Contes who tn delegate tr nce a aces work eS er errcy of heonansation suc (cn of comurand igre one toe stat ee oes hat a maage aso pas on etngprtin What his means complet of he work iin or bites andthe number of pea on pt ofr delegated if the Viee Chanel de the Dean Facies ana Diet ends of Department wes typical organisational cart u ols | p— etdNotice thatthe ines fow downwards fom the tp and since cach superar Iii delegate toe mamer of subortinats Ue Bets get wide 9 ft Tent centng ancrgarsotenal pyramid Tloweter the sperier who has Aetgatd authonty 0 his subrciate mst stay i conta over whatever Teippening hecause the woek ws delat io him by his wa superior fittest fistance He Berefore reais accountable to his superior kr fhealmte excetion ofthe tak. What happens in practice thereon Tw of eration fom the bottom operas beats subordinates lb posting tomuperor onthe evulsof ter actiesand how they fall Thar reponsibies This downward and upward flow of unuemation [Meuer at ee al he fora communication syste of an organ Letusnowesum up our gscusson ofthe engansatonal chr wth his short san, ‘Activity 3 Smiter Dr ont cf ergata ye ‘wrk, or fz worked Be ommanicaton Systems ceed anger hist we dec tcimporance ot oration i es No ogni an ace 1 et gos i there 2 mn iat cnn downoad par zontal and e¥eN araiy Downward and upward cormencaton can be clssiiod 98 gramuiction oe arechon of corumurication in oganisations? ORY, Salle ti yan comamarication Now rosy downWare ‘etd and hoion communication dounsands (rom super to subordinate), THis ip beone of several hing 7 samo abort inlining information bout stron br ob scedes chee anor giving information about procedures and rete inf organisation Pt afuming sorte abouthow wel or bay Nes igang his tes. er gpa the suborte aout what role job ope eee eaaton of the urgansnios objects Fae neat inthe employes te company’s eps iar commenctin (ro aboiae to sper Bs say onthe onan be one han na subordinate about his problems and fears bis roman rd op ch us nase pe. Ser sth tric yeas poems Problemy about what ned tobe dane an How Is 1 Be ‘one ‘Te third direction tn which communication Rows man orgnsention The hurd directo Wy gommanicaton between people a the BaeHorizontal communications portant in 90 3) Formally, vations poop ta sovoprate an rondinat thi act frtaks foward achiving he et palo the organisation. This cold Sizusorscccastmnelsierecealeectnes ‘Moen sabes and enhances cnowonal and soe supp (Gallon fesing) among elena on the ame Lvl nae Diagonal commantion'n nit amon le el le efarehy and snadifferent section or depactmest. TI (yPe of rel ey onl ort ELD Stect of comurieon wil tees and prceares Tat Ga aay wan ka pobtaaechupeerdeccssel ree oe ‘he diagram below itastaes the communion lines o outs in caniation uae It channels cam be bane consuming and te ntat eeter inet gars ‘She ar ooking fo 7,“ i en hese, Nathan be mone sing through these oi Geena tres This a testator ttl a Dre pps, gate ar eras yO 0 ‘Sosa snaomecxgarssatons however intraton flow is faster than oer This) saa fee communication ile Uy have Some ongnisaiong tnd cre foal tan ter, ad 78 0 DUTY 1c ‘Bega But thee are rs whi en Saeent of communication downwards or upwards may son downwards say be slow if management: arma hr he answers tpreblems. Th a aiy an nh made level management if communal partclaty ow spoof this is 0, they wil be unable ey wnrard otha subordinates, We say Fat yu nm ated To wit"No ove gives what he dos etna omployos ae not intrested in the ge si a thea ae rerun of ri tl budget ease ores leans aes to fore Hen allocation Fr dates av daft snd have no otutons tt seroma problems keeps them nthe dark. ao eed ce confident either jolnty or severally i 1 AE erste, he el unfloraatelythat Sa sing undermined 1 ey share information wil authori Bite Munk hat delegating autho 109 sobordina ae lemicquahatons il allow that subordinate kat PIN i i tev tren by tis and wil never deg Misr there, "noshow ow do we avercome these problems and improve downwal mmyicton in gant? Ween achiev this br: nstuting systems ane mec btn ing boeing Bo Tae ete unig anise such ag hain for, eu rg meeting interviews, publ cs couren ee fortestabling in oachdrganisaton a cltre of cornmunication-er ty Erthanpe puss, evs and opinions. Having ney brief mong Pee Peer before work sar exeryay.Givetirhday cans Fa ei apy ying as toone another. When thi done tao ein of ane t bases the waiton of hat oanisation. Sreeat ada hs elute of good ammunition by encouraging top Ive! maageient fb ole model by sen fred cumplon Fore run coaching managesta comanniate moretfctivy {hing he organisation's house te an ho al news sean Dy proving opposites ad cae eT ateraton ete workplace. For example, {She SEecata mony parties end year dinners pecs sare ea ond cosumuraaton sls acres Kr recruitment, Eppracal ef werk and pramotion Wecan achiev thisby recognising and rewarding those who communicate He oe punihng hee wh ern the fist tance and by isting Top ses Roeedues promote commurication sis which an th Pere adedence im the stat! and by discouraging excessive stats aaa yang manages) Don't yoko lam the brs er, ho aoe having porte cancers fx anagrsandsubcnats Ts aye cries between anagerent and subordinates) Now that weno how downeatd comuniatoneanbeimproved, a Sate say about upward communication? tn the fet pce, communication upwards con pose many problems ee ample sabordinats " aoe er canmageent wil not undertand hr cancer which 2 feStteant rom these ofmanageend eq —wagencresses allowance reatlae chemes Toon sere end of service benefits, Catt onus bons ue hat managers are oo busy oe appa be sy to ten Dkr problems ty encounter with he schedules say becoinced at managers may ot beintreedin ths perenal mtr views and/or oprion revs nfonaton Bete of lr salto Fe Consequence of comsmariatng upwards, Thefts that ae ery pught be jee adhe would appear spi the nt Ps ht br lame foe Having the nerves to do othe fae of toe cen tat heraghtbetermedqucingandshursed ae capac are forma and ea woud tke 2 cOUrgEDES by nscale or hardy subordinate to attempt commuricting pads ‘Toimprove upward ommaniation, organisation ought nthe Set To mpene a Calctive Bargaiing Agrecrents offer Se insane © Janes for complains, cent and suggrtons 819 work ee ae grec, ein and conditions of service and ade lon negate spr organistions,iatttions co-operation Boxsets anachieve this For example by rene opal now ngotsory metings with epresentatvs cof wotkers: Smet attyaurance or sevice unt in which representatives trae of manayet regula to acas sues relating tothe wale Ttedcing’suggetion howe’ where staf can Wi ‘remains om pieces of =a ‘By operating an opendoor policy (hone mat nie member of eee te tal wil ome fo him ith problems of KagSolomont agnor ne orp of ch fehas no doe te tele suggestions paper an drop them inside the bores ere managernt i aceasble 0 wth the manger ov hand docs notLet us summarize upward communication with the lng Activity aminuts Iyer a anni og ics your ener with our std go ‘The neat gical step aller this exer so dss how tosprove ovzonal ommintenten uerganiatins Improving horizontecommsication Hrescotal cormuniaton, has, communscaton between pers xe cee lanommllyenserandmeresaght forward hn vertical dowsorard Foard) comeranition loge beater es hice As pets ‘Meera nevada ase wearer ee Shdona or sates i the ongenisation during comtuiation In pte of eatin cua hovers recon sil spon aot ath iis palit poecsonal or entonal aly and even power russe for example officers sch a accountants and personnel aman Fe a ia analogous grades tay cent the expert autho ‘ae when they el tei ‘oman is being invaded by a “ou Ne en ag about tow be. A manages or departmental NSiak ucporentor ssc mt el ight or rong tat Sey Nepartment ie encroaching on isthe area of ur tEthorty atl wil sigorusy est eooporatng wth dal dea PRU nay als et confit of ret between inv TS ey aiterent werk habs atutdes and perceptions ‘eu Cine onal ae il refuse cooperate coordina TaeEiGncrny ptotheesten’ ofsabotgigoncanotherto hed Uae nviduatitftion ot ompany. This what s kt protesional say ‘These problems may be formidable but they are by no A Tnnurmduntble. We can improve Rorizotl communication f we ratte inte sectional ont depart work tease onl (Got Cancatative omumtives ng taster to hold regular Wescunsss oe problems an wher and when they Gop op Relat joe thee allowing ech indevidual manager /otBeeR fnporece the ob Fhe he. xvurage poe eourseling nea means of resolving confit, Afpoints'communictor a= 9 sort of Lason evficer to prom eee caion benrec portman by sxsing newsleters ox ule ‘Slovant all department at appropriate ties tthe success ofall hese recommendations or suggestions ie in He eeSefa mor calle of lence for one onothers ews or oa Lnportence of iformalcommanication toa organisation Ya wuld fave ated hy now that downward upward and bo aan ereon are formal oyetome of commanicaton i an organisa SORT god ths sys el tl ave tobe supplement gun elubleoesccuate formal system, This takes the fom {Rte ate stl cate the washroom, rat he barr ul SiWvenlon the ray homer to work. The grapevine ext eee dln nt dngers that soe propeiynamesedtruciv. canbe fl of all-truths and/or wild speculationsand itis tea destoy te organisation By making leagues is father. gers/ Heads Bosses isa of sling the wapetine ca rms i ae civ eet gks ofthe organisation EY looking into s0 28 0 bordivates inks ging on. thing it fd informatie the Syms atcsted bythe sta er ee itivencourages Show what going on and what their at whet ein tha the formal Ings Aneto isienp acollston suoppertanises fo “nebre armel who nd eo keepin touch IN OTeer Pectange intra iormaton chang nore on mst mabe sed case 38 important 0 fhe eer oie organisation, Employees including managers need i fora atety of Purpose people sal ith evorm or excite gre ks ojos mre eet ae ec rout wore theres ashe ery reso rer ay west rk Thi of Hh ce dd oughbrtings job desopons peie Brennan may eats ansisar eve ty foe ot thee Wr noes tough eg ineraton with coleagus and lca ee ae erp elaine cm be bal aed re ugh hi proces Ine jo ststacton, Employees may fel more tasted nd pat of Men nreation sven ely Shem An employs estat Sn eran and important hes nvoived in the se Bn recogrring this ole engenders aenea of achieves? ed sence of eller Such an emgloyes ge Pa anes prepare fo susie every Ng 16 ete Mat he organisation, Bot where e feeble and a ch alvayethe auto know whats gingon, he qicly Toren tothe foruncs of the orgaiston sotaton,lnning ard personal development Employes need © Motta refed of them ~ performance cites ot standard se ange ages mes ond regulations, They wt Fra Pont the aes ana that information ot ae ae contusion and uspcion cx easy et nes formation neds i satisfied wl ead Yo saisetionrenmuranee, Tig Jer of elaging to the rgaisson summary Fetus Uni we haveloked at "Ye aca ofan organisation ‘The sca sper nan. organisation and eae pees of eployecrinan organisation