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Supervision in Organizations

Chapter 10

Communicating Effectively

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Learning Outcomes After reading this chapter, I will be able to:1. Define communication and the communication

process.

2. Contrast formal and informal communication.

3. Explain how electronic communication affects the supervisor’s job.

4. List the barriers to effective communication.

5. Describe techniques for overcoming communication barriers

6. List the requirements for active listening.

7. Explain the behaviors necessary for providing effective feedback.

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Communication defined…

• Communication is the process by which people send and receive information: It involves the transfer of meaning which must

be understood to be successful70 % or all our communication efforts

are:misunderstood, misinterpreted,

rejected, disliked, distorted, or not heard (in the same language, same

culture)!

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What are the most common ways we communicate?

Spoken Word

Written Word

Visual Images

Body Language

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The Goals of Communications:

To change behavior

To get action

To ensure understandingTo persuade

To get and giveInformation

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Message Channels

The five message channels

1. Face-to-Face

2. Face-to-group

3. Telephone

4. Written

5. Third Party

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The Communication Process

• Communication processThe transferring and understanding of meaning

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Communication Process Terms

• Encoding Selecting words and

their order for a message by a sender

• Message A purpose to be

conveyed

• Channel The medium by which a

message travels

• Decoding The translation of a

message by a receiver

• Feedback A verbal or nonverbal

response by a receiver to the sender’s message

• Noise literally, or figuratively,

anything that interferes with a message

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Formal vs. Informal Communication

• Formal communicationCommunication that addresses task-related

issues and tends to follow the organization’s authority chain

Examples: Speech Written documents Electronic behavior

• Informal communication (grapevine)Communication moving in any direction, skips

authority levels, and is likely to satisfy social needs

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Written Versus Verbal Communications

• WrittenTangibleVerifiableMore permanentMore preciseMore care is

taken with the written word

• VerbalLess secureKnown receiptQuicker responseConsumes less

timeQuicker feedback

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Nonverbal Communications

• Body languageNonverbal communication cues such as

facial expressions, gestures, and other body movements

• Verbal intonationAn emphasis given to word or phrases that

conveys meaning

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The Grapevine

“The grapevine motto: Good information passes among people fairly rapidly—bad information, even faster!”

•GrapevineAn unofficial channel of

communication that is neither authorized nor supported by the organization.

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Grapevine: Rumors

• Why Rumors EmergeAmbiguity being presentAs a response to situations that are important

to usUnder conditions that arouse anxiety

• Four purposes of RumorsReduce anxietyMake sense of fragmented informationServe as a vehicle to organize groupsTo signal sender’s status (power)

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Barriers to Effective Communication

• Lack of Honesty (lying)• Credibility gap • Language• Emotions• Listening Habits• Lack of Feedback• Perception• Information Medium

Overcoming Barriers to Effective Communication

• Thinking First• Use Feedback• Taylor Language to

the receiver• Listen actively• Constrain Emotions• Watch Nonverbal

Cues

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How to Improve Your Communication Effectiveness

Steps for effective Communication:1. Think First

2. Constrain Emotions

3. Learn to Listen

4. Taylor Language to the Listener

5. Match Words & Actions

6. Use Feedback

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Improving Your Communication Effectiveness

Step #1: Think First (Focus your message)Plan before you speakClarify your intent/goals of the communication

Inform, persuade, direct, decide…Be specificBe courteous and objective

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Focus Your Message: Example

Unfocused Message

I need it soon.

Why are you always late?

You need to improve your productivity.

Focused Message

I need it by 3 p.m. today.

I noticed you came to work 10 minutes late everyday this week.

I expect you to complete all assigned tasks by the end of the day today.

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Improving Your Communication Effectiveness• Step #2: Constrain Emotions

Emotions can cloud and distort transference of meaning

Tip: If emotional, discontinue communication until you have

regained composure

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Improving Your Communication Effectiveness

Step #3: Learn to Listen Actively RECEIVE – concentrate on what is being said (verbally and non-

verbally)

PERCEIVE – paraphrase your understanding

DECODE – analyze and explore the situation to gain further understanding

RESPOND - Last – not first! Plan before you speak!

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Improving Your Communication Effectiveness

Step #4: Tailor Language to the Receiver

Consider the person/audience to whom the message is directed

Simplify language

Be specific, use concrete terms

Use positive language

Use analogies

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Improving Your Communication Effectiveness• Step #5: Match Words & Action

Do what you say you’re going to do

Ensure that nonverbal cues match words Nonverbal

– Eyes– Gestures– Posture– Face indicators

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Improving Your Communication Effectiveness

• Step #6: Use Feedback

Ask questions to prevent misunderstanding

Example: When you thing that something is missing, ask simple,

direct questions to get necessary information

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Suggestions for Effective Feedback

• Focus on specific behavior

• Keep feedback impersonal

• Keep feedback goal oriented

• Make feedback well-timed

• Ensure understanding

• Direct negative feedback towards behavior that the receiver can control