Communication

"The greatest problem with communication is the illusion

that it has been accomplished."
- George Bernard Shaw
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T

you should be able to:

1 Describe the steps in the communication process.
2 Recognize the major types of nonverbal communication
in the workplace.
3 Explain and illustrate the difference between formal and
informal communication channels.
4 Identify major communication barriers in organizations.
5 Develop tactics for overcoming communication barriers.
6 Describe how to conduct more effective meetings.
7 Describe how organizational (or office) politics affects
interpersonal communication.
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How do we communicate?
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The Communication Process

Noise

Communication
Encoding Decoding
Media

Noise

Feedback
Adapted from Exhibit
13.1
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How We Communicate (Part II)

◆ Verbal
◆ Vocal
◆ Visual
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Types of Nonverbal Communication T

Environment

Facial Body
expressions placement
Hand
Voice and body Posture
quality gestures

Dress and
Mirroring
appearance

Use of time
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Causes of Miscommunication
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Formal Communication Channels

T

Downward
Horizontal

Upward
al
g on
a
Di

Informal Communication Channels

“Grapevine” - Rumors,
chance encounters
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Barriers to Communication T

Input Throughput (Noise)

Communication Output
Barriers
Low Motivation and
Interest
Inappropriate
Language
Defensive
Communication
Message
Message Message
Message as
as
Filtering
as
as Sent
Sent Received
Received
Insufficient Nonverbal
Communication
Information Overload
Poor Communication
Skills
Electronic Adapted from Exhibit
Communication 13.4
 How to Overcome Communication PP
T

Barriers
Seek to Understand
Use appropriate language
Make sure the message is
necessary
Unite with a Common
Vocabulary
Give and seek both verbal Effective
and nonverbal feedback Communication
Enhance Listening Skills
Be Sensitive to Cultural
Differences
Be Sensitive to Gender
Differences
Time your messages Adapted from Exhibit
13.5
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E-Mail Communication T

Pros Cons
◆ Fast ◆ Overwhelming volume
◆ Efficient ◆ Time involved in
◆ Popular responding
◆ Easy dissemination of ◆ Assumption that each

copies e-mail will be answered

◆ Ideal for communicating immediately, fostering
routine messages knee-jerk responses
◆ 24-hour-per-day ◆ Easy dissemination

accessibility results in proliferation of

E- copies
Ma
il ◆ Potential medium for
back stabbing
◆ Can seem much harsher
than face-to-face contact
◆ Ill-suited for complex or
sensitive messages
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To sum up, what should

managers be aware of
when communicating?