COMMUNICATION SKILLS CHAPTER 9

What Is Communication? Communication The transfer and understanding of meaning. Transfer means the message was received in a form that can be interpreted by the receiver. Understanding the message is not the same as the receiver agreeing with the message. Interpersonal Communication Communication between two or more people Organizational Communication All the patterns, network, and systems of communications within an organization

Basic Model of Communication

Basic Model of Communication Involve: 4 actions = encoding, sending, receiving and decoding. 5 components = sender, message, medium, noise and receiver.

Basic Model of Communication The actions and component combine to transfer meaning from sender to the receiver. The sender originate the message by encoding it, that is, by constructing the message. The message is the content of the communication. The sender then transmits the message through a medium. A medium is the mode or form of transmission, not the message itself. The receiver acquires or receives, the message by hearing it, reading it, or having it appear on a fax or computer. The receiver then begins decoding the message, that is, interpreting it. Sometimes distractions interfere with the message; these interferences are called noise. Noise contributes to misinterpretations of the original message, and it is only through feedback, or verification of the original message, that communication problems may be located and corrected.

Modes of Communication Oral Written Nonverbal Mode Examples Conversation Speeches Telephone calls Video conferences Letters Memos Reports E-mail Fax Dress Speech intonation Gestures Facial expressions Advantages Vivid Stimulating Commands attention Difficult to ignore Flexible Adaptive Decreased misinterpretation Precise Effectiveness of communication increases with congruence to oral presentation Can emphasize meaning Disadvantages Transitory Subject to Precision loss in translation Inflexible Easier to ignore Meanings of nonverbal communication not universal

Verbal Communication 1) Oral communication Flexible for both the sender and receiver and difficult to ignore. 2) Written Communication Decrease misunderstanding the words of the sender. But written communication is not flexible and easier to ignore.

Nonverbal Communication Communication that is transmitted without words. Sounds with specific meanings or warnings Images that control or encourage behaviors Situational behaviors that convey meanings Clothing and physical surroundings that imply status Body language: gestures, facial expressions, and other body movements that convey meaning. Verbal intonation: emphasis that a speaker gives to certain words or phrases that conveys meaning.

Electronic Communication Electronic mail or e-mail has emerged as one of the fastest-growing forms of communication. With e-mail you now can communicate routinely with people in another office or in another part of the world.

Direction of Communication within Organization Downward Communications that flow from managers to employees to inform, direct, coordinate, and evaluate employees. Upward Communications that flow from employees up to managers to keep them aware of employee needs and how things can be improved to create a climate of trust and respect. Lateral (Horizontal) Communication Communication that takes place among employees on the same level in the organization to save time and facilitate coordination.

Direction of Communication within Organization UPWARD COMMUNICATION Information, Questions, Suggestions, Problems, Requests for clarification SUPERVISOR SUBORDINATE DOWNWARD COMMUNICATION Goals, Objectives, Directions, Decisions, Feedback LATERAL COMMUNICATION Information (formal or informal) for joint problem solving

Channels of Communication within Organizations Formal Communication Communication that follows the official chain of command or is part of the communication required to do one’s job. Authorized, planned and regulated by the organization. Informal Communication Communication that is not defined by the organization’s hierarchy. Permits employees to satisfy their need for social interaction. Can improve an organization’s performance by creating faster and more effective channels of communication.

Characteristic of Formal and Informal Communication Channels Authorized, planned and regulated by the organization. Develop through interpersonal activities of organization members. Reflect the organization’s formal structure. Not specified by the organization. Define who has responsibility for information dissemination and indicate the proper recipients of work-related information. May be short-lived or long-lasting Used for both work-related and non work May be modified by the organization Are more often lateral than vertical Minor to severe consequence for ignoring them Information flow can be very fast

Barriers to Communication Level Origin of Barrier Affects Communication between: Interpersonal Selective perspective Frame of reference Emotion Language Nonverbal cues Individuals or groups Organization Hierarchical (Barriers resulting from formal structure) Functional (Barriers resulting from differences between functional departments) Individuals and/or groups within an organization Individuals and/or groups in different organizations Organizations

Improving Communication 1) Improving Listening Skills a) Be More Open Minded b) Develop Empathy c) Listen actively 2) Improving Sending Skills a) Simplify Language b) Organize Writing c) Understand Audience