effective communications & interpersonal skills chapter 29
TRANSCRIPT
EFFECTIVE COMMUNICATIONS &
INTERPERSONAL SKILLS
Chapter 29
COMMUNICATIONDefinition
Communication Process Stages
Communication in the workplace
Communication Flows
Methods of Communication
Effective Communication
Ineffective Communication
Formal Informal
BarriersOvercoming the
Barriers
Communication Patterns
Grapevine
What is communication?
Refers to the means whereby people in an org exchange information regarding the operations of the enterprise.
Not only must people be motivated to work towards to org goals, but their work must also be co-ordinated & controlled for the efficient functioning of the org.
Communication Process
Receiver
“understands”
message
Receiver
“understands”
message
Sender
has
idea
Sender
has
idea
Possible additional
feedback to
receiver
Possible additional
feedback to
receiver
Sender
encodes
message
Sender
encodes
message
Receiver
decodes
message
Receiver
decodes
message
Channel carries message
Feedback
travels to
sender
NOISE
NOISE
Communication ProcessHow may the sender encode a message?
Verbally or nonverbally. By speaking, writing, gesturing.
What kinds of channels carry messages?
Letters, email, memos, TV, telephone, voice, body. Others?
How does a receiver decode a message?
Hearing, reading, observing.
When is communication successful?
When a message is understood as the sender intended it to be.
How can a communicator provide for feedback?
Ask questions, watch responses, don’t dominate the exchange
How to ensure that information is received & understood?
Select the appropriate channel Adopt feedback Use more than one communication channel Restrict the number of communication links
in the chain Ensure clarity
Methods of Communication
Two types of organizational communication channels:
1) Formal communication channels
2) Informal communication channels
Formal Communication
Org communication establishes a pattern of formal communication channels to carry information vertically & horizontally.
The channel is the path a message follows from the sender to the receiver. There are 3 possible channels, i.e.
1.Upward – feedback from employees to management
Formal Communication
2. Downward – superior to subordinate communication. It serves 5 general purposes:
1. To give specific task directives about job instructions
2. To give information about org procedures
3. To provide information about the rationale of the job
4. To tell sub-ordinates about their performance
5. To provide ideological type information to facilitate the indoctrination of goals.
Formal Communication
3. Horizontal – refers to communication between people or groups at the same level in the org. 4 important reasons for lateral communication:
1. Task co-ordination
2. Problem-solving
3. Information sharing
4. Conflict resolution
Informal Communication
Several types of informal communication channels, exist. These include:
• Grapevine
• Rumour
• Gossip
Grapevine
• Refers to the network of social relations that arises spontaneously as people associate with each other. Grapevine activity is likely to flourish when:
1. There is lack of information about a situation & people try to fill the gaps as best they can
2. There is insecurity in the situation3. There is personal interest in the situation4. There is personal animosity in a situation & people
seek to gain advantage by spreading rumours.5. There is new information that people try to spread
quickly.
Informal Communication
Rumour – this message is transmitted over the grapevine & is not based on official information. Poor employee communications are a fertile breeding ground for unfounded rumours.
Gossip – refers to idle talk which can be hurtful and malicious. It can have a positive side: can be a morale booster, a socializing force that spells out group norms.
Ineffective Communication
Reasons for ineffective communication include:– Information overload / underload– The need to reinforce our beliefs– Perception of the sender
– Poor or inadequate control– Faulty coordination
Lack of downward communication could lead to:
Poor awareness of corporate objectives Poor understanding of working instructions Poor morale
Lack of upward communication could lead to:
Early warning of troubled areas is not received
Benefit of creative ability in subordinates is lost
Participation of subordinates is limited Need for change is not appreciated Control becomes difficult Introduction of change is difficult
Lack of lateral communication often leads to:
– Divisions in management teams
– Lack of co-ordination
– Rivalry between sections & departments
– Lack of advice & involvement by staff specialists
The importance of effective communication
To the manager
– Management decision-making
– Inter-departmental co-ordination
– Individual motivation & effectiveness
The importance of effective communication
Without formal communication systems, managers would not be able to:– Give instructions– Give or receive information– Exchange ideas– Announce plans or strategies– Compare actual results against budget– Communicate about structure or the org & job
descriptions
The attributes of effective communication
– Timely
– Accurate, complete and to the point
– Directed to the right people– Understandable
Barriers to effective communication
Omission or distortion of information by the sender
Misunderstandings due to lack of clarity of the jargon and abbreviation used
Non-verbal signals that contradict the verbal message
Overload of information Social, ethnic or educational background
differences Selective hearing Poor communication skills
Effective communication
Barriers to effective communication Ways to overcome the barriers
•Different cultures and languages•Noise and distortion•Information overload•Assumptions and prejudice•Conflict between individuals
•Provide training on cultural awareness•Choose the most effective communication channel•Prioritise and focus•Be open minded•Rise above the differences
Improving communication
Encourage more downward communication
Encourage more open lateral communication
Improve communication skills of managers & employees
Create & reinforce a culture of communication
Address specific communication blockages
Communication patterns
Methods of communication can be grouped into 4 classes:
– Oral methods
– Written methods
– Visual methods
– Electronic methods
Communication patterns
The pattern of communication that exists between group members is described as a wheel, a chain, or all-channel.
Centralized networks, chain, wheel & Y, group members had to go thro’ a person located in a central position in the network in order to communicate with others.
In de-centralized networks, circle & all-channel information could flow freely between members without having to go thro’ a central person.
Communication patterns
All-Channel
Wheel
Chain
Circle
Y
Leavitt’s experiment
Each member of a group of five people had to solve a problem and each had an essential piece of information.
Only written communication, channeled according to one of the four patterns described above, was allowed. The finding are tabulated below.
A direct trade-off between speed and job satisfaction is evident.
Leavitt’s experiment
Wheel Y Chain Circle
Speed of problem solving
Fastest 2nd fastest 3rd fastest Slowest
Leader C CC (less so than wheel and Y)
None emerged
Job satisfaction
lowest 3rd highest 2nd highest Highest (?)
Communication patterns
The wheel is always the quickest way to reach a conclusion & the circle is the slowest.
For complex problems, the all-channel is the most likely process to reach the best decision
The level of satisfaction for individuals is the lowest in the circle, fairly high in the all-channel, & mixed in the wheel, with the central figures expressing greater satisfaction, & the rest feeling isolated.
Under time pressure, the all-channel system either restructures to become a wheel, or disintegrates
Importance of non-verbal communication
The hidden messages in face-to-face communication can be a common cause for communication breakdown, as they cause decoding problems.
Observe others. Notice the signs of boredom, disagreement,
support, interest. Picking up these signals will help you
improve your own communication skills.
Non-verbal cues
Facial expression Gesture Posture and orientation Proximity and contact Movement and stillness Silence and sounds Appearance and grooming Response to norms and expectations