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    PAW UNIT 3 COMMUNICATION

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    102 views25 pages

    Paw Unit 3 Communication

    Uploaded by

    Sharma Harshita 0568
    book

    Copyright:

    © All Rights Reserved
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    of 25
    company in Brooklyn, New Yor, wy ce fora cor yoteo ufacturing. Many of the res used in AN iy ran vag te sles of MACHINES MOTE dficul,gy oa al te customers Fe OVE the Interne an prose ns Wea MCh fused. competition FTO Overseas mes sy Understand barriers to commur know how to overcome them, Enhance your listening skills, or notin year Af a she ad not reed an order tom one othe compan esters, a sucess machine tool company in Devo Michigan Matowsen es ls 9 her contact at he Company, Lay, the che operating officer, asking it there was ‘Sy nay ner company coud hel is company. Lary basally nerea ae messages, cxcet for on response that Ns company wasn ood shape with respect machines Maria decided to telephone Larry and ask if she coula responded, "We've done everything over the nteret sr. nad never thought seeng !nperson But fou think the tps worth your time and money, let's schedule sears a 01d the other person notice ty YU meson asa Temmmamitaitcmaus within arbe oi donamarion beaver te paso cong e MATE? ‘5. Check comprehensen ana chanel SMa cress ieane” 2 wroresorenm tare) rm SATE | eran 1 Myleene aoa use wale olin an terior decision win te other pay, fecwauin te ae? : tad, sqihimrortete mse pra at Conn digest tect ensrns ee © eens toate oS emesis | 10. Engage in metaconmamen | 1 heopepons en Guidelines for Detecting Lying through Nonverbal a comeing EE 106 ‘Communication er pra ld gl mtn hy Oo re eae moles ect at Sng tecnico nme al eel nee eee oan ee ree eee eee ee Tae ae eee ecu eee ae Tigo ik ar eon cm tht ee thr astray ater esc erer tel ean tad sas tlaae ale a tension in their voice, greater pupil dilaton, and more fdgeting"4) A related cured Ferekir gem seca cirmen meninrabe rm Cee ee ee and fidget considecably.!"3! GUIDELINES FOR OVERCOMING COMMUNICATION PROBLEMS AND BARRIERS Communication problems in organizations are ever present. Some interference takes plac herween ideation and action, a sugested ear by tense factor in Fis The type of message influences the amount of interference. Routine or net are the easiest to communicate. Imerfrence is most likely to occur when SHB complex mtionaly arousing, o lashes with a receivers mena et ‘An emrinally arousing mesage deals with topics such as money ora eit beeen two peopl A mesg ht cls with recive’ mental eq son to change his or ee typical pater of receiving messages. Ty this expt set time you vita rear order dese first and the main mal second. TSE Probably will not receive your dessert order because it deviates from the normal 8 coapren 4 | en atten me ee lines that the communicator should tae the iar nei Fue 44 wap hermessage wll E3055 asintended. Inthe weed (res Fee oaparerentanae eehenancee cece communicate Honestly -Amujor reason many communicators arnt ken ton bai ieee A ilar peop ea sages are mre likly to be recive A pon wh ca aP A i en hoc comnts fom og We sore kel to present you wih accra infrmanol fo 8 hey sot ikl 10 Be informed of problem if th nome das cane Ea Bemed for che problem, The subject of tus wll beep ele characteristics of lade in Cher 1, or diel Understand the Receiver Understanding the pron you artigo each ia 'gconmancaton bars The mre ga 23 oder your mesge ee nncsten ra communicating whatheosh wane fundies of ron: to seo ee {prt ate () developing empathy, (2) recopiing hiro ke ante (B) understanding the other person's frame of reference, " sg DPI empathy requires lacing oul nthe shes. To ace ‘Bs Jou have to imagine youse inthe eer pene’ rtd cas ea, ‘dgmatons of thar individual. You haeto magn how you woad elf puedse Stiton. For example, if a superior were tying fo commune the torn of Selomer sevice sales ashocates the perc mgh sk hme een nce {pattime employe ing pai lost the minimum wap how repre wal Thee TERE shout superior customer sec!” To empath to nda the person. Sympathy means tat ou undead and ee seach suggests that subd pate of Bain celled mor eons hep w {Ppathine with others. These rin ccs reste actos ditto of ts = tre om Nero Maco step ha emir em an openminednes anda popes ound he td err els workin this mane: When ante pee ss wis hort me 107 rt ray he rou to conclude that em, ‘vs foto component ro empathy sould no ad your onside a empay srntercan be aquired. iconsiable that 2708 S¥lop CA Yur spect ors ae. a ve ech modratoa i ‘could include any active needs and interests o motivational s ivational show promise of se Deere tively to messages that Show Pr satis. Seeman eH NU en mle ete ee “ve framed in term fo ago aber earend nancial fe Ca re nl ‘ THEE wand oc irene i ane Pins ang such dl in frame of reference create barriers f0 communicage tame —_ pee eh cl a gent esate, Mier Sater sn'cner ty nme imco om Siero” Shei Gatsegineltearperecrinmine’ Rete od tos Cian replied, “That's god news," because he was ed wih doing, eee 's frame of referen Ce ee ee enn Caen niitict cael daha mecias aT Sa moe Minimize Defensive Communication ee eee Seucbgreee— rethgamterlncektharsr sce sea pei, ey Penpsrscaeee eaten a pose anes me Den Sconces ple, when being criticized for low production, low morgage rates, which are encouraging ma ‘than inthe stock market. (Overcoming the barrier of defensive communication re have to recognize the existence of defensive communicator to be defensive when questioned or criticized. Such beha’ i "unconscious or semiconscious ‘uncomfortable. For example, ‘othink of himself or herself 1 financial sales consultant might blame sy people to invest in @ new home tate squires two steps. Firs, people n. Second, they have to ty wa, vior is not easy because of the proces of denial—the suppression of information we fod the sales consultant just cited would find it uncomfortable 4s being responsible for below-average performance Repeat Your Message Using Multiple Channels (in Moderation) Cozationenhancss communication, particularly when diferent channel ae ved w ‘We usps a eatin vweted membre ‘tome the communication problem of 108 sy“ MOT Ed 0H ea ey 13 combating v0 the problem of att Sle chang vote ony ain et ma Sec emo, Rohan ge Stfemation 62” Ot Only create sree, buy oBSEE tha the Ce? infor and productiviey 1 No negatively nesta : ian sr ck Comprehension and Feetin, Gorbal and Nonverbal Feedbacy "=* through eck to detemine whe fr feedback ‘ fete managl practic so conde ments At Ben esd a hatha we ured on?” Another tl fom oe on fr pnt on comma epg et Se a eee ae edb ofthis mae WHat eage E seer yur eva: Has en cine on thee’ oa Ys ae Seta, "PP we a “ Obtaining feedback is important because trea ioe which people take turns being sender and receicy Sw" co esta ime because they require peonle en Rte having ti Obtaining daca om aH Sw a ‘among Several) people By ne tin tore likly to perceive you pone rom a interaction ito atk Treollowing statement foloncs ingup for our warranty tor the program?™ het Your message intended. 4 uch a5, “Okay, Peeing sto hare 4 dalogoe Dae ne he other 2 and support your ideal et Bebon is ustion For example thee by a question: “We nec Program. Why do you thinks ered a message, check f speaks, we too often li done during regular working hours wou send a message, i is also helpful to expres your fe , lp to expres your flings in aditon ro Soph bce orca Out dees are wp by 12 pret a adm que ‘nted about those results (feeli )." Because feelings contribute strongly to com> Penson, you will help overcome a potential commanace ee conveyin Display a Positive Attitude re Eeet¥ed as having a positive atiude helps mele commoncain bares. This is helps mane, OS People prefer to communicate with a postive peson, Beng poraie ‘vem 204 aPPEAE more credible and trastworthy, wheres beng coasstnty eee in Ga les edible and trustworthy. As one coworker sid about hea com Plaine in his office, = 7 a eds ade NY AE Margret? She fn something weg 10 ‘Communicate Persuasively | powerful ttc for overcoming comms veneers vinci the rt Synopses ga oe Hanes to actept is or her message Persua ople becor ‘books = vet ed to help people become ya hs or her mest Pegs have been develoed © PNP Pre eg sort ieee ae Sengestions for becoming represen = Sive communicator, both in speak ton ig a 2, iin andin w : nmanieate diet YOU CRANE of rt a pour oon nerd oa vlng or nega Aer knowing what You wang ye em soeatcmat ne seston, he one ate ey Suppose You donot wats fn ein pion 1 com feauae you are overloaded With Work, AN indy er ic lr a ious ae rh Sy ten ome ere overloaded today.” ig its end benefit In asking fora ey, jtion without expla ie, 2. Reverse an : “fordvo say with ob ee ga, be wl ih bai Fo a inceae my prodoctity because L Wont bet Fe bot mesg ny = oa 3. Get ayes sponte ealy on: Ii helpful to give the persuading ssn 3 poy "one by eabing Je Pat he employe fo prior some we ie in the fs a ae pen ee am ring ora worth company obtain maximum rot Seatac emplye™ ' eyes word, An exper actor being persuasive i810 Srinkle our png 4 poe: on Perl words Power word si emoton and bring ane re Fcumpls of powes word and expressions incest artic engagement, nding with cONlOmes, SrPesing prev Ce re cones aly, and sustainably Using power words pa eThavag a rod vesbslary. 5. Minin rang your pich atthe cad of sentence: Part of Being peruain meee tosndumre and poloet In English and several other language 4 ‘onvenane mayo aks question oto exrese doubt sto rate the pitch of je seis the end fs emence or phase Ava test, se the sentence “You ikea, ides Fit ay eas sing approximately these pitch and tone a whey ether wor. Then say the seme sentence by pronouncing idec with ahi pitch and louder tone. By sying des loudly, you sound much ls ein nd Bebe nie 6. Talk to your audience, nt the serene Computer graphic presentations hae become standard practice even in smal group meetings. Many preseaes ry 8 heavily oncomputer-geneated sides and transparencies that they basal ed the sds and anparnces tothe auience In an orl presentation, te pe dominant means of conection between sender and receiver should be ee ce tc. When your audience i frequently distracted by movement onthe ie. ‘computer sounds, garish colors, or you looking at the screen, eye contact suffes. ‘Asa result the message is weakened, and you ate less persuasive?" Many com Paes ae vital Baned PowerPoint presentations because so many ps ute this technique poorly, 7. Back up conclusions with d spoken and wen fata: You will be more persuasive if you supporto resentations with solid data. You can collect the cure 9, Avoid oF minimize common langu ourself OF qU0%e from a print, esearch has potental dagen EON source, could suptest that You have Line faith oe: Being a en 128 Mach ‘Convey 2 weak impression if, what 20Ur intuition oo Sower utl Tole some dst” S48 your ont ey inimize “wip” phases and won ents that make them appear te arr of thse dane ae tl fe fad “Vl try ny best 0 get ede ate About thar op Sing “Ti get dane} ete Ei beerg oooet Heme ee Say” A ord bn ee ce ata at aly ‘nos Eigen cp See Same kage tg ipethis report done this eet A Neg ie i el indecise,Sagt iinine YOU an emai ‘+ “Tm too busy/l don’ have timer Three examplon 1 Stn eing onc tthe at Be a bad time.” NS any hereYou have «Sets how ieee yay tenn Although wimp phrases nd wen sey mr oes ine ae ag manages, “Maybe we can get this cash project coca ESSE Sing to the month HSC completed by the end of he ness if you minimize common ln articulate and informed. Here are seven coe cat 308 Ml appear mane several common language soe a, “Jat between you and "is wrong “Jurtenee Brawls bac wordigades neg A ore, €. Avoid double negatives whet completely depleted. Yet in gener a. rulinfrmed tha they alto peste “Ask your guest what they want for lanch”isincoret dest the use of using a pal pronoun stead of te sagan ce (or she) wants” i correc. caution heres that it appears abut 90 pene ‘of Americans including the wel-edacated confuse the singular and pel today, so using “they” instead of "he" or “she” isnot a éeadl eon in ‘rammars however, using “themselves” instead of “him” of “hes n 3 dreadful error. An example ofthis misuse i" prefer a coworker who cin speak up for thomselves.” ‘Avoid overuse of jargon and clichés, To fel “in” and hip, many workes rely heavily on jargon and clichés, sucha refering to thee” oc avr pro ' Imuniation, Listening i # particularly important sl for anybody whos 10 vo troubleshooting, because one neds vo gether information to sole problems! Lead ao teparded as the rontend of decison making, beause you heed to chsor eet foc before making a decison”! Another reason tat improving he teeny id cmoloycs is importants that insufcen listening is extraordinary coe Let Minimize Distractions. If feasible, keep papers, mobile devices, and your computer seten out of sight when listening to somebody cls. Having drains sight efeates th empration to glance away from the message sender. Avoid answering a phone call ‘nes you are anticipating an emergency call. At the star of your comversuton, note the athe 2erson's eye color to help you establish eye contact (But don't keep arg at hor ASS Questions. A major technique of ative listening isto ask questions rather om, {ake conclusive statements. Asking questions provides more useful informa: tr aaeuPose a teammate is late with data you need to complete your analysis. Instead your nts pt Must have your input by Thursday afternoon,” ty, "When wil | get a3 ° INTERPERSONAL COMMUNICATION ‘Allow Sender to F a Sento Finish His or Her Sentence. ene oe other peak nity {inished. Do not interrupe by talking about youre jumping in wish advice, or 3) tolutions unless requested. Equally bad for careful lintening t0 Finish the sen iver Almont all peopl ptr to comple rn howe thong Mt {Sow in thn our to hs, On a aes ben working gtr fr many yer eran each the wc ht Alto bave you nsced Mo when srs entra prase 2 aio sean suddenly you are given about 10 choices that are not necessarily what YOU are playa), rit? (OF course ths responding to writing and no ell BSE But te go ing of your hiking te se) “ Seaaranr ea carrie ening iment. When 2 coworker cone Sy moe 2 Fit, Pees: ljear but looks bored and defensive, he or she fs probably nog more incicative a the erat than i verbal communication. ma tavom, When you say smo” "ban" or showevers” you efctvly SH" down ri Fees wena Ns matce what words follow, he sender receives a menage Mt SS eens sll comes through: ns ater person i key to wet mc the dete ar a a ee ee ae ese aaa ena sleet ‘gs. swegostions for Activ stoning pour 8 © miyyengea twine mem nessa YO __ Malia steady eye contact = NM OTM ety. AL he same te, SE Se apo tee tenie_| / 2 Mnuinntnagnenainenaeog | 2 Sommennaecmce mone G ‘hares Satter renee \ + Rgreegucresee toe rccomesarn | Sse ‘eee you a0 aking oan oo bout ona fe. sh wor, ‘pend 20 poco ot out See peatinena, © Ask yoursat whether anyting the cer parton is saying cout bent you. nate you to belt War most ering Aaitanng this prepare ‘opiodes and wil motvate you ts isten Paeege pare for Stressful Conversations amiga a ii eet sve neni veer pa ee nny ee «chearse the scenario with a neutral friend. Deliver the controversial content that you CaS top dig ccoene eaene s coment oa ot You irene ce ah ne Saba ears me {efor Lose my train of thought.” Temperate phrasing wil ke some ofthe ng xt of INTERPERSONAL COMMUNICATION me taking and 89 percent ining tbe pecans n Ore) {tening ta Coworker eee Het wl Una ag ARO han ga ng fremeeee ‘women ion patterns. Wns of gender dite tor te flowing role pays, rev ‘sn ee Revrarjouncesezmmediie tarps cet | STL gar sgn et en meen a Ae ea Pr ccration a ar P00 bldg #0 8 Derson whois talking stat ee mean whan ss intent of conversa Tiket id, AP POR and connections NOM. the tated ac about en erotona ‘Tes Discomaged Comoe. One ident ras Nomen ae therefore more likely ty nections wi The ated Cowerker: gre ee Wome te teen ' fo emphasize smartest People ‘who has ust bos omer eaten ays te ale ota coworker performance His bass ins tt is peromanc and be support ately, Tay, unt ot me econ aS-moRth amet totam, aaron tt a tere a ules pay 2, Men prcfer (0 Primarily 38.4 means to preserve Sits Garon Swattrecogespscetay _Seateetnetete pet sean on planing Keowee nah Whaddon and ay stowores Se paaeseeTakseigperaray hare ©” inn owns ow he Sr Bote easton fom ote nd ene eh ey asa fortune ta enue ance el ets ether good a coworker he corer to scsi prov The rip, Men are therefore more onenneg an itachi wee CSE Feworke to whom aed ot a rrereated i establishing rapport, ° BIN a report while nema te Crete rtonewsncianaedacer epee Seursusnmnter mine bese sitet ona i semaine Snduatersececianeemente: Seckeli 1. on wa gah ton. Wenner gor stressed out, they seek empathy and understandiey nae Felines of being, tec ined arly hey hepa von hey fe they ne ‘When evalaating the active listening sills ofthe ole layers cOmideruig ie rain some way. To fel weit pe OF fel that he hae tena 4, Men poet workout poles by seni thio station with noir penn. Wee AE Sen problems ay 38 opportniy to Bld ad dcp neh an hig “i Minted eye comact 4 itty to look upon problems as challenge chy maa seen NE 3 mee ei aes communication consequence ofthese differences ants noeesTe) Stumatve when they have a problems semen may become uc 3 Smmarie wha te teen sd a 5, Women ae mot Hy ample hwo fa come ae A RE. oor sme cia mona ny tae Compliment the work ofa male coworker and expe eee NOMA aiid —| Sets sere 6: etoter pon seat unite ose ws ris politeness Women are therelore mare lily to fur ns geen | Sorey” and "Thank you,” even when there go ned ogee ee | nue, For example a supermarket manger notes ta the soe la Engage in Metacommunication eine eco aoe, orga mac owe “Te Sometimes the best way to overcome a communication barrier with another lane upfront? Thank you." A manager who isa seamed ace eek Toeammunateaoutyoor munication is fo communicate about your communication 0 help overcome up there Co Canmuncstin tote avercome or resolve a problem. If you, as a team leader, are facing heavy deadline p ‘mer erreave a preier 7. Women tend to be more conci you may say toa team member, “I might appear brusque today and tomorrow a) tory when facing difecases, whereas men become more intimidating. Asin, wont nearest don take personaly jst that Ihave to make heavy demands on you Conan whee nen at ne concerned ho on an the team is facing a grocsome deadline.” A more common station is when 8. Men ae more interested than women i ang anon accompa fon with whom you are attempting to communicate appears angsy ot indies ments or hogging recognition. In one instance, aes representing ois bad Instead of wasting the communication event, it would be better to say, “You dow. already made her sales quota for the month turned over an excellent peospect sem receptive to listening f0 me now. Are we having a problem? Shou Iya 2 coworker. She reasoned, "I's somebody ehe's torn Pe rxcned nee fev iner™ fsieshare of hones forthe month 9. Men tnd to dominate discussions during meings. One stu of allege cay pecognize Gender ifferences in communication Style meetings ound that womens longest tars at speaking ete on cage | Shorter duration than mets shorts tra A posible sxlantion he sa A wend in organizations for many yeas hasbeen to move toward gender eqs. Dos women at sil ess asserive than ment the wong this tend, substantial inerest has arisen in idenlying differences in commsin styles between men and women. People who are aware of these differences fate communication bariers between themselves and members of the opposite sex Ate How can the information just presented help overcome communication problems ‘uss these differences, recognize tha they are group stereotypes. Please do notbe olla fon the job? As a starting point, remember that these gender diflerences often exist Understanding these differences will help you interpret the communication behavior by thee sereotypes they are exaggerations noticed by some researchers and cbemo} of people. For example, if a male coworker is nova effusive with praise 2s you Toc f wo ike, ° te on example tat rns counter othe stereotype, some women dominat me , remember that he is simply engaging in gender-sypical Bevin Do ot ‘hes someinen focus. lisening to and supporting others during a meeting lab) 3KE it personaly Lt omstene INTERPERSONAL COMMUNICATION i tings because her pn, 5 k up more in meetin; el reel eel I must watch o, . dence might be wn vard diffidence. She might say to herself, WE toa cy mig] tow: . “- ciration.” might remind himself to be 8ender-typical behavior in this situation.” A man mig) gh plimentary and supportive toward coworkers. The problem is that althou or is important, his natural tendency might be to skip sow beat) 2 A woman should not take it personally when a male coworker tight-lipped when faced with a problem. She should recognize that he €ncouragement to talk about his problems than would a woman. If t! not wanting to talk about the problem, the woman might say, “It looks like work out this problem on your own, Go ahead. I’m available i the problem.” or sui Mor ‘he man Persist, i if you want to talk ahoy ‘atural Mor Con, SUCH bes, 7 bordinay eis needs YOU want, comn messa feedb. Noise nonve Communication After studying this chapter, you should be able to: ar I didn't say that | 1. Describe the communication process. didn't say it. | said 2. Contrast the advantages and disadvantages of ora that | didn't say that | versus written communication, said it. |want to make reness of the chain, wheel, and allchannel networks, that very clear. ae 4. Identify the factors affecting the use of the grapevine. ~G-Ronney 5: Discuss how computer-aided technology is changing organizational communication, : Explain the importance of channel richness to improving Communication effectiveness, 7, Identity common barers to effective communication 8. Describe the potenti communication, ial problems in cross-cultural tanding of a few ‘words Iterally mean the diterenn, between life and death? They cay; the arine business. A number ot aig tion disasters have been largely ari uted to problems in communication sider the fo Orst aviation disaster ‘occurred in 1977 at foggy Tenerife in the Canary Islands. The captain of a KLM flight thought the air trafic eon troller had cleared him to take off But the controller intended only to give departure instructions, Although the language spoken between the Dutch KLM captain and the Spanish con- troller was English, confusion was ere- ated by heavy accents and improper terminology. The KLM Boeing 747 hita Pan Am 747 at full throttle on the run way, killing 583 people |n 1990, Colombian Avianca pilots, ‘after several holding patterns caused by bad weather, told controllers as they ‘eared New York Kennedy Airport that their Boeing 707 was “running low on fuel.” Controllers hear those words all land as soon as Possible. The people at Kennedy never Understood the true nature of the lt’ problem, The jet ran ut of ful and crashed 16 miles rom Kennedy, Seventy-three people ded. {In 1993, Chinese pilots flying a U.S.-built MD-80 tried to land in hy YY fog a a cert hi Thyme tle b mw sm fo ee ‘warning ester, Just before impact the cockpit recorder picked up one a inate earn Chin “Wht onl ean The lane pot Py crashed ling 72 te nS 7 cc Artie ny, ‘an iporont nl Soma ZS aed hg ‘erat lt ad tl contalcntig the wore ana Tg plan approached he aor under oor iby conditions Tote at {metab 320 vty wa rT Tae Chang Ka ha ay major ptcon wa inthe Tainan ae. The pits of «Singapore Aiingy yoo he, Tokens fm sap ole goes dna ad eet ein by ine i ro tnt rie my eae ‘oerin ton Spanien 2 by econ er tao Sooron ot tet mo 1% whch an pre, ae “eran pre pow core brane ‘avipmenton he runway. Te plane broke apart and 2 poorle ea che 81g woster nd poorcommunication pated up SZ tention a. bly was oc ng ne SEAMED se rc ota wt pes icone Spot io can S45 oneal Salone eae ry ho pos cog on herneny oa ten popi cad. 0 rete another csatrn dp thre wee Sun raried and undead by tes et ‘would exit when a thought or an iden was asi cp ssscer wis exact the mea that enone ering Pet communication i never achieved in pri! ptr sender Along Feasons we hal ae SMMPERTEN Communition 83 Before making 00 many ge Tecan ate enced oye ha any icon deere the communication peggg” MAY theft a robes in cms =" communication perfor snd Functions of Comm Unication Communication seme four major motional expression, a Sr AADELONS within ‘emosonal expression, and information ‘FUP oF organiaion: contol, moseaton, rari and fal gu ae Pie ya Orpisios hav au pes at nar tc ay Tow their job description, or ‘any job-related wployecs, yeh omen a ona a sneer cn Am smallycommanicaig with, and contating eee Communication fosters nt ork group eae oF ‘he soup lok tad). the are info. No one of these four functions should bene sroups to perform effectively, they need wo unin members to perform, provide a meas for emotional cop ‘an assume that almos every communicaton menace performs one or more ofthese four functons The Communication Process soma gn pup sg ste ine oat es ec et eta es a aed “ieee ease nner ese cena ae swine cao ag ay ene ea Tarte Toe eh he oes asi seme a es ee aa scanty eteglen anteater mene finan rg ret ee Parmyasena ater asorsonie east fama chasse Communication ‘hrs sabliahed by the erga teeenonitmeseage that ere te to the prstessonl sive {The transference ond meaning, ‘nderstanang of meena neste rye can be received, the symibo Secs tenage ee Bt eee mes septs ma nat ‘oes ei ty hc sag Kee rset communication Eaves nformaton neon sande ime ot Pe ol in it mn nation proces isa feedback lop, Feb 2 Skane Se eee Serta se Direction of Communication soma fo very or tery The vertical dimension canbe father di Bs ‘downward and upward dseetions* Downward Communication that flows from one level ofa communication. When we think of rodeo aac dithing of Is wsdl by group leader and manegens ‘o asp gat, Tedaencon eet harm employees of policies and procedure, palsy one tobe onl or hort edback aout performance. But downward commmecion ern them arte cetefes contac. When management sends leter ocr eee aie ave policy, i's using downward communication As coat vcaes ember of her team, reminding them of an upcoming deli st 'sroup oF organization to lower level ia domed ith employees, the downward pr iP OF organization, I's used to prove toward goals, and relay eurrent problems Upard eral Manage care of how employes feel about their Jobs comorton tate "Emiaonal examples of upward com lover management for rence rane ‘afore! chanaets Communication — hot ioe scrtration nication are performance reports prepared siagement suggestion boxes, employe at rt i atop sna ancially troubled tts erent tes ecu nero erent Se ie racion st he a company, surveys, grievance proces ‘which employees have th tatives of higher management fy ‘munication program, Allis caplon Uidenakings (our government torn private) In Kolkata, Dung xhaahedpur and Deis vheo of eployes ranging ross 800 1300, weresureyea | lt found ta one half of the gow: foment ad alighy over two-tier undertakings didnot intern tescployes what was ahend of he Al organizations in both sents te heads atthe departmental Wes from the head of the emt level downscard to the nor Yerbal comm He, superior-subordinate ‘rom the supervisory tothe top man. ‘agement level in government unter ings. Slightly more than fourths of the private sector enterprises commune ‘ated verbally fom the workers up to the head ofthe department ee One-ourh of government enter: rics and lighdy more than fours Of private enterpries had program for improving the ton fm acon Again although three fourths of gow frmment enterprises and sighty es than three fifths ofthe private under ‘kings had sagan bes only oe Uhird ofthe former and onefourth of the later considered employes sage Sons tobe wef Except for two undertaking inthe private sector al erganiaions under Sead were aware ofthe ffl con runieation stem that presale ith in them. fn ever oneal ofthe orga zations, informal communication was found to be more elfecive tan formal don. Howes in one of the | cement urea, 08 ep governmen Ts ducr-tetieeeeel anmeuateion vee: iscusions, and informal “ripe” sessions in ca For exaagac a dici proiems mn ens ore rapes ne Feds rides isl on i cmputenice pen ce "= aval complete climate suney and reviews of eae ‘ore effective with reapect to produc: ‘ion mater but formal communication yas more effective with respect to pers sonnel grievances n one private Serio undertaking, a top executive reported that the effectiveness of informal comm ‘municaton depended upon the penn. ality ofthe heads of departments The researcher concluded the sudy ih the following pesimisie remark “fective communication from the ‘or ker 10 top management in large industrial undertakings docs not exist, and communicaion rom management 1o worker is poor The existing down ‘ead communication is only connected ‘sth jb and emplorment policies ke ‘ages. working hours, reporing time, ‘charge sheet. and wo on. Upward cow, munication is centerd around the legal ‘ue ofemplovee grievances Bu the not all in communication. Informing the emplovee about the companys future expansion programme, teling him where he stats, his vole in come pnw’ production pieture, and 30 forth ‘playan impocant role in prodhctiey an me enh ye se a ct cba ON aa SE cer erecta pore a tures not followed properly were ing tag, uae Coenen of coreaion cei oan tn ce roc eres to their superiors ofthat their superiors migh¢ gat the : 4 in the same we Wen cman aes ming me oe 2 Maen ng me an aaa, “i, ree ro aPe el we describe tas lateral communications. 2m teton ae Pre pri nc horn commit i roup ong eens te net ona communicaons aoe deere ordneton Insome css the Inrange 2 Mea Spa fen th normaly aed ert aa Sl Sent amon, on manage wpa be on es Sttiihrene ie foal vera sce fr allsommnicatons cin npr get ee etna ofiformation, eal canmuniion canbe beni Inn see tg JRC lege nd port of soperion. Ba they cnet dined ti heb fi ot cosa en he rn a knowiedge Interpersonal Communication How do group members transfer meaning between and among each other? There a ‘methods People essentially ely on ora, written, and nonverbal communication re Ue bc Oral Communication The chit means of conveying messages is oral communication. Speeches, formal one otoneand {group discussions, andthe informal rumor mill or grapevine are popular forms of orl comma, The advantages of oral communication are speed and feedback. A verbal message can keon veyed anda response received ina minimal amount of time. Ifthe receiver i unsure of the mene, ‘rapid feedback allows for early detection by the sender and, hence, allows for eatly correction. The major disadvantage of oral communication surfaces in onganizations or whenever the sage has tobe pased through a numberof people. The more people a message must pas then the greater the potential distortion, Ifyou ever played the game “telephone” ata party you no ie problem, Each person interprets the message in his or her own way. The message's conten, weit {eaches its destination, is often very diferent from that ofthe original. In an onganizaion, wie decisions and other communiqués are verbally passed up and down the authority hierarchy te +e considerable opportunites for messages to become distorted. Vritten Communication en communications include memos, lters, fax transmissions, electronic mai instant 995 cd ational periodicals, notices placed on bulletin boards, or any other device thats ed via writen words or symbols es smi Gesb eats ord Mert of technology treo nyt cee tc employees 2 “Sry compary pesonnel whe ‘srlaeeomorg mie arate Conese cae hy wo nde coe, able When pied, bn 2 Me cay, Fer ah tr Sa en tesa Sete Cea pee soot complex and lengthy communicator ME! teen we eons cnn AION an he Safran Res carne so hve ite the an age Rh ae a prt ‘ten Commins onsen rama ye eer corgmiicon deo ue rt Pee nt Teen manage na red A wa Sa Sougheoun open ‘Ofcoune, writer ween amore information colegio a Thy Icyou could potty guste tg Monn oc coy it: ahough wang soe egg han “isang a tr Peta ‘apy. what he inks he hes yet OF oman Shining den ats eter mmaree wha you've sid Anaconda summaries wat oe i man pena etbackonenc anda ween he niet and CEO of Snape his company For Gross, e-mall ‘Nonverbal Communication , Every time we verbally give a message to someone, we ao impart a nonverbal message In some instances, the nonverbal component may stand alone, For example, ina singles bar, a glance, stare caning, Arch, no dcaton 0 ‘iil, a frown, and a provocative boy ovement lone meaning. A omminicaton sould be compete hut cmieation of roel onmunicaon—vhi fugmlelen oad be ges ate ns ra tcl oreiag tt ae Se barre Ei aning and no movement is accidental. Fo ea Be ae at ech me Fie" le, thr body language we say, “Hel | ly ed SER NM et egal 280 PARTFMREE The Group see weit ne cert ie Ve oor st mein ny gn te na We clasp our arms 0 lat ot our fingers for impatience, slap our forehead forge “The ‘wo most important mess individual likes ano ‘emeen a sender and receiver ple we lik Jou're more! Change your tone and youtange you mening Pacementl te emphasis ‘wy aon take you ne toh? ny don tae yout ne tonight? iy dort tke you tomer tonight? ‘ny ae take you to na fight ny dont take you tomer tonight? Wy don take youts me tonight? (Why son takeout ner tonight? ‘a et tO p74 ed nA en abn i nr el a dr Bod language dso, and often complicates, verbal communication. A body pein me ‘ment doesnot by self have a prece or universal meaning, but when itis linked with splen be cr that body language conveys ae (1) the o ted in his or her views and (2) the relave rand is ntre io imsance, we're more likey to postion ounces “touch them more ote. Siar you el tha ; Tiel to dla body movement lcprorsalouched seadagpag dn refleet casual and relaxed manner. tent vg itary ifyou feel that you're higher stan thar al ging to take someone et, Ista ofthe guy you were going wth, ming tna reason why shoul take ou Doyeuhave a protlem with me? Insad of going on your own, Intad of enh omen, EES CHATERTEN Conmunicton 288 Facial expresions alto conve et orem ne one mening A Jeating fice sy something diferent from a mile other characteristics that would never be command fn se fy, wld never be communicated if you reals ramen cheba, Fal bene ‘with what is Being sad. Its important forthe receiver o be alert to these noovertal ape ee nonver 1 of communication. You should lok for nonverbal cue wells sen the er meaning waders Yo shuld cular be aware of contradiconsheten the message Your boss may sys fice to tl you about a pressing budget problem, but you may sce nonverbal signals suggesting tat this snot {he time to discuss the subject. Regudie of whats being wid, aninddal who equ glances at her wristwatch is giving the message that she would peter fo terminate he conversion, We mis inform others, for example, when we expres one message verbal, sacha rs, but nonverbal ‘communicate a contradictory mesage that ready,“ don't have confidence in You Organizational Communication In this section we move from interperional conmnicaton to organizational communication. Our Toc here willbe on fortal networks, the grapevine, computeraded mechanisms wsed by organ ‘ations to facilitate communication, and the eng topic of knowledge management Formal Small-Group Networks Formal organizational networks can be very complicate. They ca, fr instance, ichde hundreds ‘Of peopte and a hafdoeen or more hierarchical lees. To simply our dscasion, we've condensed thee networks into three common smal groups fie people each (se Exhibit 103). These dee ietvorkgare the chain, wheel, and allchanne Although these thre neworks have been extremely age, gies fuller meaning to a sender's mesage. you read the verbatim minutes ofa meeting, you wouldn't grasp the impact of what wait the sme ay you would f you ad been there or sav the meeting om video, Why? There sore ‘of nomerbal communication. The emphasis given to words or phrases ising. Exhibit 12> {ates how intonation an change the meaning ofa message. ‘Smplified, they do allow us to describe the unique qualities of ach. a Sua prerebbae hte ant a ac Eee eee hee tit th Hy CRO MGR cette ear ct aed peschceetalaetctine octet Chen aaa perariceorenars atte Siereeti i rehire eas pre emanenney “This nework approximates the com- rndganimon, The whe eis on a central formal cain of om rece 1 in ation. Ksiulates the communication net “The chan rigidly follows the Walbro sactalohe Cast it penetra ae i oe a pnenyee vest te with each oer. The ere ae fre to contribute and no one group member Beno actively communi peace by sellmananed eon aes ona eadesip em nts anor esti Tom teemainmettimeninicinnes valence ee derfedipraniea eLetter a Sembee ie ARTEMREE. The Group ecivenest ofeach network depends on peance, te sructare ofthe wheel facility oo Se at ‘concerned about. For instance, io ee adh having Cee ieee “tei yu are arog high mesg S 5 nel network ib 104 Lea ener te aha 2 pot npr Exh 1 leas us aye Siglncwek wil be st forall ora ‘The Grapevine Spo, arte ot conmesian neork in OUP or ron man hee be apr And athogh te grapenie ay malo ih ci fran, Pia ‘eter mh poe coer ha thre main character i not eo by The eee = 1 being ore beable and rela conc it spree by mt

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