LABORATORY MANAGEMENT

MODULE 8: COMMUNICATION PROCESS

2ND SEMESTER │ AY: 2022 – 2023

COMMUNICATION PROCESS
Communication – act or progress of
receiving and transmitting messages and
that messages are correctly received and
understood.

IMPORTANCE OF GOOD COMMUNICATION

Communication and Management

 Increased efficiency in new
technologies and skills Sender
 Improved quality of products and - initiates the conversation & has
services conceptualized the idea that he
 Increased responsiveness to intends to convey it to others
customers
 More innovation through
communication

The Dangers of Ineffective

Communication
•organizational performance suffers & any
competitive advantage the organization
might have is likely to be lost
TYPES OF COMMUNICATION
A. Internal Communication – inside
Ex. Notice board, bulletin board
B. External Communication – organization
and outside
Ex. Letter
Phases of the Communication Process:
1. Transmission phase – transmits info
and info is shared between 2 or more
people
2. Feedback phase – common
understanding
Elements of Communication Process
1. Sender
2. Encoding
3. Message
4. Medium or Communication Channel
5. Receiver
6. Decoding
7. Feedback
Encoding
- Sender begins with the encoding
process using certain words or non-
verbal methods to translate the
information into a message
Message
- Words selected, voice tone, gestures
& verbal images all have associated
connotations that imply meaning or
even hidden messages Words &
signals are heavily dependent on the
language of the group & the shared
level of knowledge
Medium or Communication Channel
Classification of Communication:
o Tactile
o Olfactory
o Audio
o Visual
The choice of medium depends on the:
 Interpersonal relationships between
the sender & the receiver
 Urgency of the message being sent
 LABORATORY MANAGEMENT
MODULE 8: COMMUNICATION PROCESS
2ND SEMESTER │ AY: 2022 – 2023
Receiver
- the emotional state & social status of
the receiver in relation to the sender
may affect receptiveness
Decoding
- The degree to which the receiver
decodes the message depends on
his knowledge of the subject matter,
experience, trust &
relationship with the sender
Feedback
- increases the effectiveness of the
communication as it permits the
sender to know the efficacy of his
message
» active interchange between the
sender & receiver to avoid
confusion
» observation of the response of the
receiver of the message
COMMUNICATION NETWORKS and
CHANNELS
1. Formal Communications Network –
Memo, work orders, newsletter
2. Informal Networks – media (journal, TV,
radio, newspaper), salesperson, gossip
INFORMAL COMMUNICATION
• "grapevine"
• constructive & informative
• detrimental effects on victims
• ANTIDOTE:
 spirit of inclusion, openness, &
involvement
 timely sharing of information
Factors to consider in selecting
communication channel:
1. Information richness – The amount of
information that a communication medium
can carry
2. Amount of time needed for
communication
3. A paper or electronic trail
Communication Directions
Communication Directions: DOWNWARD
• communication flows from TOP to
BOTTOM
• CONCERN: performance feedback &
directions
• e.g. CEO or a CM issuing instructions or
sending letters to various departmental
heads
Communication Directions: UPWARD
• communication flows from the BOTTOM to
the ТОР
• CONCERN: progress reports on
successes &
failures of the individuals or work groups
• METHODS: open-door policy, social
gatherings,
reports, direct correspondence, counseling
Communication Directions: LATERAL
• between departments or people on the
same level in an organizational structure
• CONCERN: advice, problem solving, or
coordination of activities
 LABORATORY MANAGEMENT
MODULE 8: COMMUNICATION PROCESS
2ND SEMESTER │ AY: 2022 – 2023
•
METHODS: face-to-face discussions, MEMO
memos, telephone talks, periodical • To: Mr. Santos
meetings • From: Class representative.
- Date: May 25, 2016
Communication Directions: DIAGONAL • Subject: Recycling paper.
• horizontal flow of information as well as • Message: Please place used paper in
interaction across different levels of an recycle bins.
organization's hierarchy Signed: Mary Gomez.
• METHODS: general notices, informal
meetings, NOTICE of MEETING
formal conferences, lunch hour meetings • Name: 3rd year MLS
• Date: May 30, 2016
Means & Methods of Communication • Place: Lana Hall
1. Dynamic Communication • Time: 9:00-3:00 PM
2. Canned or Packaged Messages • Re: Block Sectioning
• Signed: Dean Monteblanco
Dynamic Communication
- is the simultaneous exchange of Advantages
ideas & information & spontaneous • Record kept
of receipt of feedback between both • Don't have to remember everything
parties
Disadvantages
Canned or Packaged Messages • No instant feedback
- through meetings, via telephone, • May not be confidential
computer networks, &
videoconferences, written memos, Verbal Communication
short notes on Post-Its attached to - encoding of messages into spoken
reports, taped video or audio words Effectiveness of the verbal
programs communication
- depends on the:
Canned or Packaged Messages:  Tone of the speaker
Telecommunication services  Clarity of speech Volume
 Speed
 Body language
 Quality of words

Oral Communication

Internal: Intercommunication
External: Radio, telephone
COMMUNICATION FORMATS
Advantages
Written Communication •Quick
Some records are kept •Instant Feedback
 Internal
 External Disadvantages
•No Record
May be hard to remember
 LABORATORY MANAGEMENT
MODULE 8: COMMUNICATION PROCESS
2ND SEMESTER │ AY: 2022 – 2023

Visual Communication 2. Psychological/Emotional Barriers

• Psychological state of a person deeply
affecting the communication ability

• Lack of Attention
• Premature Evaluation
• Poor Retention
• Loss by Transmission
• Distrust
Advantages • Emotions
•Easy to understand
•Shows trends and comparisons 3. Personal Barriers
• factors that are personal to the sender &
Disadvantages receiver
•Some people may not understand - life experiences
•Takes time to prepare - emotions
- attitudes
- behavior
NON-VERBAL Communication
• Lack of Listening Skills
Transmitting of message through: • Selective Attention
o Facial expressions • Poor Retention
o Hand Movements . Lack of knowledge
o Body language • Lack of vocabulary
o Postures
o Gestures
4. Cross-Cultural Barriers
o Voice tone
• Found in people from different cultures
o Style of dress
who might speak different languages, have
different cultural beliefs or use different
Barriers to Communication
gestures and symbols to communicate
1. Semantic barriers
2. Psychological/emotional barriers
3. Personal barriers
4. Cross-cultural barriers
5. Physical barriers

1. Semantic Barriers
• different meanings of words & other
communication symbols used leading to
misunderstanding
People from different cultures:
o speaking different languages
o w/ difference in cultural beliefs
o utilizes different gestures & symbols

• Anxiety
• Uncertainty
• Stereotyping
• Ethnocentrism
 LABORATORY MANAGEMENT
MODULE 8: COMMUNICATION PROCESS
2ND SEMESTER │ AY: 2022 – 2023

ETHNOCENTRISM The Role of Perception in

Communication
5. PHYSICAL BARRIER
• environmental & natural condition • What is Perception?
• Two types: - process through which people select,
~ Distortion organize, and interpret sensory input to give
~ Noise meaning and order to the world around
them
Distortion
•the message is lost during the handling What are Biases?
process - systematic tendencies to use information
about others in ways
Noise that can result in inaccurate perceptions
• disruption in the communication
environment What are Stereotypes?
- often inaccurate beliefs about the
Other factors characteristics of particular
• Environment or Climate groups of people
Time and Distance - Can interfere with the encoding and
, Medium Disturbance or Technical Problem decoding of messages
• Workplace Design
• Noise Improving the Communication Process
• Information Overflow
Information Richness and
Communication Skills for Managers as Communication Media
Senders • Managers and their subordinates can
o Send clear & complete messages become effective communicators by:
o Encode messages in symbols - Selecting an appropriate medium
o Select a medium - Considering information richness
o Avoid filtering & distortion
o Include a feedback mechanism A. Information Richness
o Provide accurate information • The amount of information that a
o avoid using jargons communication medium
can carry
Communication Skills For Managers as
Receivers
• Pay attention to what is sent as a
message.
• Be a good listener.
• Ask questions
• Be empathic.
• Understand linguistic styles.
• Speed, tone, pausing all impact
communication.

B. Communication Media
1. Face-to-Face - Has highest information
 LABORATORY MANAGEMENT
MODULE 8: COMMUNICATION PROCESS
2ND SEMESTER │ AY: 2022 – 2023
richness.
2. Spoken Communication Electronically
Transmitted - Telephone conversations are
information rich with tone of voice, sender's
emphasis, and quick feedback, but provide
no visual nonverbal cues.
3. Personally Addressed Written
Communication
- Has a lower richness
- Personal addressing
- no instant feedback
E-Mail Dos and Don'ts
• E-mail allows telecommuting employees to
work from home and keep in contact.
4. Impersonal Written Communication
- Has the lowest information richness.
- Good for messages to many receivers
where little or no feedback is expected (e.g.,
newsletters, reports)
• Many managers do not have time to read
• Problem with information overload
kulang internet
Technological Advances in
Communication
Internet
- Global system of computer networks
World Wide Web
- Business district with multimedia
capabilities
Intranets
- A company-wide system of computer
Advantages of Intranets
- versatility as a communication medium
Groupware
- Computer software that enables
members of groups and teams to
share information
How to Be Successful Using Groupware
1. Work is team-based and members are
rewarded for group performance
2. Groupware has full support of top
management
3. Culture of the organization stresses
flexibility
4. Groupware is being used for a specific
purpose
5. Employees receive adequate training
Groupware
- Employees are likely to resist using
groupware when:
 People are working primarily on their
own
 People are rewarded for their own
individual performances
 People are reluctant to share
information
Collaboration Software
- Type of groupware
- Aims to promote collaborative