mob unit 1: communication s mahelal 2013. communication defined communication a transfer of...

Management of Business

MOB UNIT 1: CommunicationS Mahelal

2013

Communication defined

CommunicationA transfer of understanding and meaning from one person to another

Communication ProcessThe seven-part process of transferring and understanding of meaning

Parts of the Communication Process

1. Sender– The communication source

2. Encoding– Converting a message into symbolic form

3. Message– A purpose for communicating that’s to be

conveyed4. Channel

– The medium by which a message travels

Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall.

Parts of the Communication Process (cont.)

5. Decoding– Translating a received message

6. Receiver– The person to whom the message is

directed

7. Feedback– Checking to see how successfully a

message has been transferred


The Communication Process


Role of Communication in Organisation

S Mahelal 6

7

Organizational characteristics that affect communication:

Composed of individuals and groups

Oriented toward goals Differentiated functions Intended coordination Continuity through time

Organizational Context of Communication

Are Written Communications More Effective Than Verbal Ones? Written

Communications– memos, letters,

e-mail, organizational periodicals, bulletin boards, etc.

– tangible, verifiable, and more permanent

Oral Communications– allow receivers to

respond– presents feedback

evidence that the message has been received and understood

Copyright ©2011 Pearson Education, Inc. Hall.

9

Modes of Communication

Adapted from Exhibit 12.2

VERBAL MODE(Language used to convey meaning)

NONVERBAL MODE

ORAL WRITTEN NONVERBAL

Examples ConversationSpeechesTelephone callsVideoconferences

LettersMemosReportsE-mailFax

DressSpeech intonationGesturesFacial expressions

Advantages VividStimulatingCommands attentionDifficult to ignoreFlexibleAdaptive

Decreased misinterpretationPrecise

Effectiveness of communication increases with congruence to oral presentationEmphasize meaning

Disadvantages

TransitorySubject to misinterpretation

Precision translation lossInflexibleEasier to ignore

Meanings of nonverbal communication not universal

10

Media of Communication

Different media have different characteristics (media richness)– Personal-impersonal nature– Speed in sending and receiving– Availability of multiple cues – Opportunity to receive immediate

and continuing feedback from the receiver

Message should be matched to best medium

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Factors in Media Richness

Rich Media• Personal• Multiple cues to

aid in decoding• Immediate

feedback

Rich Media• Personal• Multiple cues to

aid in decoding• Immediate

feedback

Lean Media• Impersonal• Few cues to aid in

decoding• Delayed feedback

Lean Media• Impersonal• Few cues to aid in

decoding• Delayed feedback

Examples:

Rich Lean

Face to face Telephone E-mails, memos


12

Directions of Communication

SupervisorSupervisor SupervisorSupervisor

SubordinateSubordinate SubordinateSubordinate

Lateral communication

DOWNWARD COMMUNICATIONGoals, objectives, directions,

decisions, feedback

LATERAL COMMUNICATIONInformation, (formal or informal)

for joint problem solving

UPWARD COMMUNICATION

Information, questions,suggestions, problems,

requests forclarification


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Channels of CommunicationFORMAL CHANNELS

Specify individuals responsible for tasks

Specify individuals responsible for communicating information above and below them

Indicate persons to whom work-related messages should be sent

FORMAL CHANNELS

Specify individuals responsible for tasks

Specify individuals responsible for communicating information above and below them

Indicate persons to whom work-related messages should be sent

INFORMAL CHANNELS

Tend to operate laterally more than vertically

Move information quite rapidly

Carry both work-related and nonwork information

INFORMAL CHANNELS

Tend to operate laterally more than vertically

Move information quite rapidly

Carry both work-related and nonwork information

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Patterns of Organizational Communication

INFORMAL CHANNELS Develop through interpersonal

activities of organization members Not specified by the organization May be short-lived or long-lasting Are more often lateral than vertical Information flow can be very fast Used for both work-related and

nonwork information


FORMAL CHANNELS Authorized, planned, and regulated by

the organization Reflect the organization’s formal

structure Define who has responsibility for

information dissemination and indicate the proper recipients of work-related information

May be modified by the organization Minor to severe consequences for

ignoring them

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Channels of Communication

CEOCEO

Vice President of Marketing

Vice President of Marketing

Manager Toy

Manufacturing

Manager Toy

Manufacturing

Advertising Manager

Advertising Manager

Promotions Manager

Promotions Manager

SupervisorBoard Games

Testing

SupervisorBoard Games

Testing

SupervisorElectronic

Games Testing

SupervisorElectronic

Games Testing

FORMAL channels of communication

INFORMAL channels of communication


Is the Grapevine an Effective Way to Communicate? Grapevine

–An unofficial channel of communication


How Do Nonverbal Cues Affect Communication?

Body Language– Nonverbal communication cues such

as facial expressions, gestures, and other body movements

Verbal Intonation– An emphasis given to words or

phrases that conveys meaning


18

Barriers to Communication

Level Origin of barrier Affects communication between:

Inter-

personal

Selective perceptionFrame of referenceIndividual differencesEmotionLanguageNonverbal cues

Individuals or groups

Organi-

zational

Hierarchical Functional

Individuals and/or groups within an organizationIndividuals and/or groups in different organizations

Cultural LanguageHigh/low-context cultureStereotypingEthnocentrismCultural distance

Individuals or groups in different organizations with different national culturesIndividuals or groups from different organizational culturesIndividuals or groups form diverse cultural backgrounds


What Are Barriers to Effective Communication?

Filtering– Deliberately manipulating information

to make it appear more favorable to the receiver

Selective Perception– Selectively perceiving or hearing a

communication based on your own needs, motivations, experiences, or other personal characteristics


Communication Barriers (cont.) Information Overload

– What results when information exceeds processing capacity

Jargon– Technical language


Overcoming Communication Barriers

Use Feedback– Many problems are attributable to

misunderstanding Use Simplified Language

– communicate in clear, easily understood terms

Listen Actively– Listening is an active search for

meaning, whereas hearing is passiveCopyright ©2011 Pearson Education,

Inc. Publishing as Prentice Hall.

Active Listening

Active Listening– Listening for full

meaning without making premature judgments or interpretations


25

Improving Listening Skills

Listen rather than talking yourself

Be more open-minded

Develop empathy Listen actively Observe nonverbal

cues

26

Improving Sending Skills

Simplify the language Organize your writing Understand the audience

27

Example of Communication Networks

SaltLakeCity

SaltLakeCity

SanDiegoSan

Diego

DenverDenver

SeattleSeattle

IrvineIrvine

PortlandPortland SanFrancisco

SanFrancisco

NewYorkBoss

NewYorkBoss

Chicago,Retired former

colleague

Chicago,Retired former

colleague

MarketingResearchersMarketing

Researchers

New YorkManagers

Los AngelesSubordinatesNetwork 1

Network 2Adapted from Exhibit 12.7

Divisional Marketing Manager,

Los Angeles

Divisional Marketing Manager,

Los Angeles

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Communication Differences in High and Low Context Cultures

HIGH-CONTEXT CULTURES

More adjustments in messages Rank of receiver affects message

and medium Nonverbal communication cues

may be very important Medium may be as important as

message

LOW-CONTEXT CULTURES

Fewer and smaller adjustments in messages

Rank or receiver may or may not affect message or medium

Nonverbal communication cues not as important

Message is more important than medium

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JapanJapan ItalyItaly

FranceFrance CanadaCanada USAUSASouth KoreaSouth Korea

ChinaChina

Saudi ArabiaSaudi Arabia

VietnamVietnam

GermanyGermany

AustraliaAustralia

New ZealandNew Zealand

High-Context Cultures

Low-Context Cultures

Communication Differences in High- and Low-Context Cultures


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Cross-Cultural Barriers

ETHNOCENTRISMThe belief in the superiority and importance of one’s own group

ETHNOCENTRISMThe belief in the superiority and importance of one’s own group

STEREOTYPINGThe tendency to oversimplify and generalize out groups of people

STEREOTYPINGThe tendency to oversimplify and generalize out groups of people

CULTURAL DISTANCE Difference between two cultures’ basic characteristics such as language, economic development, and traditions and customs

CULTURAL DISTANCE Difference between two cultures’ basic characteristics such as language, economic development, and traditions and customs

mob unit 1: communication s mahelal 2013. communication defined communication a transfer of...

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communication process

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written messages

written communicationsmemos