1. Communication © www.paperhint.com

2. Importance of Good Communication Good Communication allows a firm to Good Communication allows a firm to – Learn new skills and technologies. – Become more responsive to customers. – Improve Quality of their product or service. – Foster innovation Effective communication is needed by all Managers. Effective communication is needed by all Managers. © www.paperhint.com

3. The Communication Process – Communication consists of two phases: 1. Transmission phase: information is shared by 2 or more people. 2. Feedback phase: a common understanding is assured. – Starts with the Sender who wants to share information. Sender must decide on a message to share Sender must decide on a message to share Sender also puts the message into symbols or language, a process called encoding. Sender also puts the message into symbols or language, a process called encoding. Noise: anything harming the communication process. © www.paperhint.com

4. The Communication Process MessageEncodingMediumDecoding DecodingMediumEncodingMessage Receiver (now sender) Sender Transmission Phase Feedback Phase NOISE © www.paperhint.com

5. The Communication Process – Messages are transmitted over a medium to a receiver. Medium: pathway the message is transmitted on (phone, letter). Medium: pathway the message is transmitted on (phone, letter). Receiver: person getting the message. Receiver: person getting the message. – Receiver next decodes the message. Decoding allows the receiver to understand the message. Decoding allows the receiver to understand the message. This is a critical point, can lead to mis-understanding. This is a critical point, can lead to mis-understanding. – Feedback is started by receiver and states that the message is understood or that it must be re- sent. © www.paperhint.com

6. Communication Issues – Encoding of messages can be done verbally or non-verbally Verbal: spoken or written communication. Verbal: spoken or written communication. Nonverbal: facial gestures, body language, dress. Nonverbal: facial gestures, body language, dress. – Sender and receiver communicate based on their perception. Subjective perception can lead to biases and stereotypes that hurt communication. Subjective perception can lead to biases and stereotypes that hurt communication. Effective Managers avoid communicating based on a pre-set belief. Effective Managers avoid communicating based on a pre-set belief. © www.paperhint.com

7. Dangers of Ineffective Communication – Managers spend most of their time communicating so both they and the subordinates must be effective communicators. To be effective: – Select an appropriate medium for each message. –There is no one “best” medium. Consider information richness: the amount of information a medium can carry. Consider information richness: the amount of information a medium can carry. –Medium with high richness can carry much information to aid understanding. Is there a need for a paper/electronic trail to provide documentation? Is there a need for a paper/electronic trail to provide documentation? © www.paperhint.com

8. Information Richness and Media Type Face-to-facecommunicationFace-to-facecommunication Verbal communication electronicallytransmitted electronicallytransmitted Impersonal Written Communication High Richness Low Richness © www.paperhint.com

9. Communication Media Face-to-Face: highest information richness. Can take advantage of verbal and nonverbal signals. Can take advantage of verbal and nonverbal signals. Provides for instant feedback. Provides for instant feedback. –Management by wandering around takes advantage of this with informal talks to workers. Video Conferences: provide much of this richness. Video Conferences: provide much of this richness. –Reduce travel costs and meeting times. Verbal Communication electronically transmitted: has next highest richness. Phone conversations, but no visual nonverbal cues. Phone conversations, but no visual nonverbal cues. –Do have tone of voice, sender’s emphasis and quick feedback. © www.paperhint.com

10. E-Mail Trends – E-mail use is growing rapidly in large firms, and there are even special e-mail etiquette: Words in all CAPITALS are seen as “screaming” at the receiver. Words in all CAPITALS are seen as “screaming” at the receiver. Punctuate your messages for easy reading and don’t ramble on. Punctuate your messages for easy reading and don’t ramble on. Pay attention to spelling and treat like a written letter. Pay attention to spelling and treat like a written letter. – E-mail has allowed telecommuting, where workers can work from home and be in touch with e-mail. © www.paperhint.com

11. Communication Networks Networks show information flows in an organization. Wheel Network: information flow to and from one central member. Wheel Network: information flow to and from one central member. Chain Network: members communicate with people next to them in sequence. Chain Network: members communicate with people next to them in sequence. –Wheel and Chain networks provide for little interaction. Circle Network: members communicate with others close to them in terms of expertise, office location, etc. Circle Network: members communicate with others close to them in terms of expertise, office location, etc. All-Channel Network: found in teams, with high levels of communications between each member and all others. All-Channel Network: found in teams, with high levels of communications between each member and all others. © www.paperhint.com

12. Communication Networks in Groups & Teams Wheel Network Circle Network Chain Network All Channel Network © www.paperhint.com

13. Organization Communication Networks Organization chart depicts formal reporting channels. –Communication is informal and flows around issues, goals, and projects. –Vertical Communication: goes up and down the corporate hierarchy. –Horizontal Communication: between employees of the same level. -Informal communications can span levels and departments. -Informal communications can span levels and departments. –Grapevine: informal network carrying unofficial information through the firm. © www.paperhint.com

14. Organizational Communications Network Formal Communication Informal Communication © www.paperhint.com

15. Technological Advances Internet: global system of computer networks Many firms use it to communicate with suppliers. World Wide Web (WWW): provides multimedia access to the Internet. Intranets: use the same information concepts as the Internet, but keep the network inside the firm. Groupware: software designed to let workers share information and improve communication. Best for team oriented support. © www.paperhint.com

16. Communication Skills for Managers as Senders u Send clear and complete messages. u Encode messages in symbols the receiver understands. u Select a medium appropriate for the message AND monitored by the receiver. u Avoid filtering (holding back information) and distortion as the message passes through other workers. u Ensure a feedback mechanism is included in the message. u Provide accurate information to avoid rumors. © www.paperhint.com

17. Communication Skills for Managers as Receivers Pay Attention to what is sent as a message. Pay Attention to what is sent as a message. Be a good listener: don’t interrupt. Be a good listener: don’t interrupt. –Ask questions to clarify your understanding. Be empathetic: try to understand what the sender feels. Be empathetic: try to understand what the sender feels. Understand linguistic styles: different people speak differently. Understand linguistic styles: different people speak differently. –Speed, tone, pausing all impact communication. –This is particularly true across cultures. –Managers should expect and plan for this. © www.paperhint.com

18. Types of Communication 1. Oral Communication Words Articulation 2. Non-verbal Communication Body language Sings and symbols Territory / Zone Object language 3. Written Communication Reports Illustrations Memos Telegrams Facsimiles (FAX) E-mails Tenders Others © www.paperhint.com

19. Oral Communication Anything emanating from the mouth is referred to as oral. Anything emanating from the mouth is referred to as oral. It has been found that the listener pays heed to the verbal content only 7% of the time, 38% of the time his attention focuses on voice articulation and modulation, and 55% of the time his attention centers on body language or body sport. It has been found that the listener pays heed to the verbal content only 7% of the time, 38% of the time his attention focuses on voice articulation and modulation, and 55% of the time his attention centers on body language or body sport. If all these three components are in harmony, the listener has no problem in grasping the import of the message. If all these three components are in harmony, the listener has no problem in grasping the import of the message. © www.paperhint.com

20. Words both denote and connote a meaning. Words both denote and connote a meaning. Whenever there is difference between the two, it can lead to – “ sarcastic remark”. Whenever there is difference between the two, it can lead to – “ sarcastic remark”. © www.paperhint.com

21. Non-verbal Communication Non-verbal communication is a integral part of us and helps in communicating effectively. Non-verbal communication is a integral part of us and helps in communicating effectively. The way an individual position himself, holds his hands, tilts his head, all transmit volumes about the individual. The way an individual position himself, holds his hands, tilts his head, all transmit volumes about the individual. Lack of emphasize in this area is due to paucity of material and lack of expertise. Lack of emphasize in this area is due to paucity of material and lack of expertise. However, the ‘feel’ for an understanding of body language is present in all. However, the ‘feel’ for an understanding of body language is present in all. © www.paperhint.com

22. Each individual has around him four zones or territories: the intimate, personal, social and public zone. Each individual has around him four zones or territories: the intimate, personal, social and public zone. © www.paperhint.com

23. Written Communication Written communication takes on a number of forms. Written communication takes on a number of forms. It is of a formal nature. It is of a formal nature. Is used mostly for documentation of information or circulation to all concern. Is used mostly for documentation of information or circulation to all concern. © www.paperhint.com

24. Difference between Oral and Written Communication. ORALWRITTEN Immediate feedback Delayed feedback Shorter Sentences Longer Sentences Shorter Words Longer words More Informal More Formal Conversational Focus Focus on contain Prompt Action Delayed Action Focus on Relations Focus on Actions © www.paperhint.com

25. Less detailed technical information More detailed More personal pronouns Fewer personal pronouns Simpler constructions More complex constructions More imperative & exclamatory Useful for permanent records Review is rare Possibility of review Focus on grammar is little Grammar accuracy is ensured © www.paperhint.com