communication. chpt 17

SEWP ZC 241: SEWP ZC 241: PRINCIPLES OF PRINCIPLES OF MANAGEMENTMANAGEMENT

COMMUNICATIONCOMMUNICATION

After studying this chapter, After studying this chapter, you should understand:you should understand:

1.The purpose and the basic communication process.

2.The flow of communication in an organization.

3.The characteristics of written, oral, and nonverbal communication.

4.Barriers and breakdowns in communication and suggest approaches to improve it.

5.The role of the electronic media in communication.

What is Communication?What is Communication?

Communication is the transfer of information from a sender to a receiver, with the information being understood by the receiver

Communication Process Communication Process

The communication model provides an overview of the communication process, identifies the critical variables, and shows their relationships

Communication Cycle Communication Cycle

Noise Hindering Communication Noise Hindering Communication Noise is anything-whether in the sender, the transmission, or the receiver--that hinders communication

Noise in CommunicationNoise in Communication

Noise in CommunicationNoise in Communication

Noise Hindering Noise Hindering Communication Communication

• Encoding may be faulty because of the use of ambiguous symbols

• Transmission may be interrupted by static in the channel, such as may be experienced in a poor telephone connection

• Inaccurate reception may be caused by inattention

• A noise or a confined environment may hinder the development of a clear thought

Ambiguous symbolsAmbiguous symbols

InattentionInattention

InattentionInattention

The Communication Flow The Communication Flow in the Organization in the Organization • Downward communication

• Upward communication

• Horizontal communication, that is, between people on the same or similar organizational levels

• Diagonal communication involves persons from different levels who are not in direct reporting relationships with one another

Communication Communication FlowFlow

Communication Communication FlowFlow

What is the Function of an What is the Function of an Ombudsperson?Ombudsperson?• An ombudsperson

investigates employees' concerns and provides a valuable upward communication link to enhance effective upward communication

Communication in the Communication in the Organization Organization • Written Communication

• Oral Communication

Oral CommunicationOral Communication

Oral CommunicationOral Communication

Written Written CommunicationCommunication

Written Written CommunicationCommunication

Communication in the Communication in the Organization Organization • Written Communication

• Oral Communication

• Non Verbal Communication

Non Verbal Non Verbal CommunicationCommunication

Non Verbal Non Verbal CommunicationCommunication

Non Verbal Non Verbal CommunicationCommunication

Non Verbal Non Verbal CommunicationCommunication

Non Verbal Non Verbal CommunicationCommunication

Barriers and BreakdownsBarriers and Breakdowns in Communication in Communication • Loss by Transmission and Poor

Retention

• Poor Listening and Premature Evaluation

• Impersonal Communication

• Distrust, Threat, and Fear

• Insufficient Period for Adjustment to Change

• Information Overload

Barriers and BreakdownsBarriers and Breakdowns in Communication in Communication

• Lack of Planning

• Unclarified Assumptions

• Semantic Distortion

• Poorly Expressed Messages

• Communication Barriers in the International Environment

Unclarified Unclarified AssumptionsAssumptions

Poor ListeningPoor Listening

Impersonal Impersonal CommunicationsCommunications

Other Communication Other Communication BarriersBarriers• Selective perception -- people tend to

perceive what they expect to perceive • The influence of attitude -- which is the

predisposition to act or not to act in a certain way

• Differences in status and power between the sender and the receiver of information.

• Information passing through several levels in the organization hierarchy tends to be distorted.

Selective PerceptionSelective Perception

Influence of AttitudeInfluence of Attitude

Distortion:Distortion: Multi Multi level level flow flow

Difference in StatusDifference in Status

THANK YOUTHANK YOU

WISHING YOU WISHING YOU ALL THE BESTALL THE BEST