Communication

- the transfer of understandable information from one person to another

1. Functions of Communication
- Control member behaviour
- Promote motivation for what is to be done
- Provide a release for emotional expression
- Provide information needed to make decisions

2. Process of Communication
- Steps between a sender and receiver that results in the transference and understanding of meaning
Sender Receiver

Message Encoding Channel Message Message

Noise

Feedback

Key Parts
1. Sender – person who initiates the message
2. Encoding – translating thought to message
3. The message – what is communicated
4. The Channel – the medium the message travels through
5. Decoding – the receiver’s action in making sense of the message
6. Receiver – person who gets the message
7. Noise – things that disturbs the message
8. Feedback – a return message regarding the initial communication

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3. Communication Channels
- Medium selected by the sender through which the message travels to the receiver
- Formal / Informal
Formal – established by the organisation
– transmit messages that are related to the professional activities of members
Informal – transmit personal or social messages
– spontaneous and emerge as a response to individual choices
Choice of communication channel
 Model of media richness explain individual’s choice of channel
- Channels vary in their capacity to convey information
 Rich Channel – handle multiple signals immediately
– facilitate rapid feedback
– be very personal
 Choices depend on whether the message is routine
 High-performing managers tend to be very media-sensitive

4. Direction of Communication
(1) Vertical Communication
i. Downward Communication - from superiors to subordinates
ii. Upward Communication - from subordinates to superiors
(2) Lateral (Horizontal) Communication - illustrate interactions between organisational units on the same
hierarchical level
(3) Diagonal Communication - interdepartmental communication by people of different ranks

5. Interpersonal Communication
1) Oral Communication
 Speed and feedback
 Alteration/Distortion of the message
2) Written Communication
 Tangible and verifiable
 Time consuming and lacks feedback
3) Nonverbal Communication – body movement, intonations and voice emphasis, facial expressions,
physical distance between sender and receiver, visual communication (charts,graphs,tables,etc.)
 Supports other communications and provides observable expression of emotions and feelings
 Misperception of body language

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6. Organisational Communication – Formal/Informal
Formal – Three common small-group networks
 Chain – rigidly follows the chain of command

 Wheel – relies on a central figure to act as the conduit for all communication
– team with a strong leader
 All channel – all group members communicates actively with each other
– self-managed teams
Informal – Grapevine
- gossips or rumours
- acts fast
- insightful to managers
- helps employees make sense of their work place when information is not available through
formal channels
- may make misunderstanding or mistrust between colleagues each other
Main Characteristics:
 Informal, not controlled by management
 Perceived by most employees as being more believable and reliable than formal communication
 Largely used to serve the self-interests of those who use it
Results from:
 desire from information about important situation
 ambiguous conditions
 conditions that cause anxiety
Reducing Rumours
 announce timetables for making important decisions
 explain decisions and behaviours that may appear inconsistent or secretive
 emphasize the downside, as well as, the upside of the current decisions and future plans
 discuss worst-case possibilities openly

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7. Barriers of Communication and Overcoming Them
If there is problem with one of the communication constituents, i.e. sender or receiver, it can to lead
the communication to be unsuccessful one. The communication can be breakdown:
 If messages are wrongly visualised, indistinguishable and indistinct.
 If there is inappropriate encoding of message in various languages or tones.
 If the medium is chosen wrongly, leading waste of time, money or no written record.
 If there is no response from receiver or wrong interpretation by a sender.
 If the receiver is not able to figure out the sender’s language due to too difficult vocabularies.
 If there are differences of experience and knowledge between sender and receiver.
 If there is wrong interpretation due to false inferences or several physical or emotional
suppositions, abstractions or limitations.
The barriers point out prospects to improve communication. In order to remove these kinds of
barriers, there are helpful facts as follows:
 Clarify confused messages and hope that the receiver will realise the information.
 Look for address thinking, conclusions and actions based on stereotypes.
 Be sensitive to such things as the complexity of the message, knowledge, skills and abilities
of the receiver.
 Be positive.
 Try to improve communication skills.
 Have a good relationship between the sender and receiver to accomplish communication
goals.
 Evaluate the situation and the receiver’s emotional state.
 Check for the feedback from the receiver.
 Accept the reality of miscommunication.