12 Communication

Learning Outcomes Discuss the importance of communication specially to managers. Define the concept of communication. Explain the communication process. Message Sender Receiver Encoding Decoding Noise Channel

Discuss how to improve communication process? Overcoming differing perceptions Emotions reactions Inconsistencies between verbal and non-verbal communication Distrust

Discuss factors influencing organizational communication. Formal channel of communication Authority and structure Information ownership Discuss the types of communication. Vertical communication Lateral communication Informal communication (grapevine)

Discuss how information technology is affecting communication. Explain what are the communication issues in today’s organization. Legal and security issues Lack of personal interaction Discuss how managers can improve the effectiveness of knowledge resources.

Discuss the role of communication in customer service. Discuss about the politically correct communication.

Three Reasons Why Effective Communication Needed? Thread for the management plans. Enable managers to draw on vast array of talents available in the multicultural world of organizations. Managers spend a great deal of time in communicating.

Role of Communication in Managerial Roles Inter personal role: Interaction between customers suppliers and peers Informational role: Seeking and disseminating information Decisional role: Some decisions are privately communicated only to the managers, managers may have to communicate decisions to others.

Meaning of Communication The process by which people attempt to share meaning via the transmission of symbolic messages.

Communication Process Message: The encoded information sent by the sender to the receiver. Sender: The initiator of a communication. Receiver: The individual whose senses perceive the sender’s message.

Communication Process (Cont.) Encoding: The translation of information into a series of symbols for communication. Decoding: The interpretation and translation of a message into meaningful Information.

Communication Process (Cont.) Noise: Anything that confuses, disturbs, diminishes, or interferes with communication. Channel: The formal medium of communication between a sender and a receiver.

Improving Communication Process Overcoming differing perceptions Emotions reactions Inconsistencies between verbal and non-verbal communication Distrust

Overcoming Differing Perceptions Difference in background of knowledge Language differences Gender differences How to overcome ? Learn background of those to whom we will be communicating. To confirm main points ,training course of instruction while introducing new terminology.

Emotional Reactions How to overcome? Emotional reactions—anger, love, hate How we understand others message. How we influence others with our own messages. How to overcome? Take them as a part of communication process. Understand them when they cause problem.

Inconsistent Verbal Non-Verbal Communication Non-verbal communication: body movements, clothing, distance How to overcome? Being aware and guiding against false messages.

Distrust It is a function of credibility of the sender in mind of receiver. How to overcome? It is a result of long term process in which a person’s honesty, fair mindedness and good intentions are recognized by others.

Communication in Organization “Organizations are necessary to help people communicate”. - HERBERT SIMMON

Factors Influencing Organizational Communication Formal channel of communication It is a means of communication that is endorsed and probably controlled, by managers. Examples include newsletters, regular memos and reports and staff meetings. Authority and structure Status and power differences in the organization help determine who will communicate comfortably with whom. Information ownership It means that individuals possess unique information and knowledge about their jobs.

Types of Communication Vertical Communication It consists of communication up and down the organization’s chain of command. Lateral Communication It follows the pattern of work flow in an organization, occurring between members of work groups, between one work group and another, between members of different departments, and between line and staff employees. Grapevine The grapevine within organizations is made up of several informal communication networks that overlap and intersect at a number of points—that is, some well-informed individuals are likely to belong to more than one informal network.

IT and Communication Enable managers to co-ordinate employees’ work efforts in efficient ways. Touches every aspect of every company’s business. How technology affect managerial communication? Network system In a networked system, an organization’s computers are linked. Organizational members can communicate with each other and tap into information. Wireless capabilities

Organization and IT Communication and the exchange of information among organizational members are no longer constrained by geography or time.

Communication Issues in Today’s Organization Legal and security issues Managers need to be aware of potential legal problems that could result from inappropriate usage. Electronic information is potentially admissible in court.

Communication Issues in Today’s Organization Managers need to ensure that confidential information is kept confidential. Corporate computer and e-mail systems should be protected against hackers and spam. Lack of personal interaction Internet communication lacks personal interaction To overcome this, some companies encourage employees to do more in-person collaboration.

Managing and Organization’s Knowledge Resources Today managers need to do make it easy for employees to communicate and share their knowledge so they can learn from each other ways to do their jobs more effectively and efficiently. One way organizations can do this is to build online information databases. Communities of practice: Groups of people who share a concern, a set of problems, or a passion about a topic and who deepen their knowledge and expertise in that area by interacting on an ongoing basis.

Role of Communication in Customer Service Check list for managers in service organization Employee communicates appropriately and effectively with customers. Three most important components in services delivery process The customers The service organization The individual services provide

Politically Correct Communication Managers in service organizations need to make sure that employees who interact with customers are communicating appropriately and effectively with those customers. For examples, using words like ‘Physically challenged’ instead of ‘Handicapped, ‘Visually impaired’ instead of ‘Blind’ and ‘Senior’ instead of ‘Elderly’