COMMUNICATION

Communication Matters

Communication has a big impact on people and organizations.

Poor communication often leads to conflicts.

Good communication improves teamwork and success at work.

Why Communication is Important

People spend 70% of their waking hours communicating.

Good communication skills are crucial for career growth.

Companies highly value employees with strong communication abilities.

The Purpose of Communication

Communication helps people share ideas and meaning.

It is more than just sending messages; the message must be understood.

Example: If a person speaks only German in an English-speaking group, they won’t be fully
understood.

Perfect Communication is Hard

In an ideal situation, the receiver would understand the message exactly as the sender intended.

However, real-world communication always has some misunderstandings.

Functions of Communication

Control: Helps guide people’s actions.

Example: Company policies tell employees what they can and cannot do.

Motivation: Encourages better performance.

Example: A manager gives feedback to help an employee improve.

Emotional Expression: Allows people to express feelings.

Example: Employees share frustrations with their coworkers.

Information Sharing: Helps in decision-making.

Example: A team discusses options before making a choice.

The Communication Process

Sender: The person who starts the communication.

Encoding: Turning thoughts into words or symbols.

Message: The actual words, gestures, or writing.

Channel: The way the message is sent (email, speech, text, etc.).

Decoding: The receiver interprets the message.

Receiver: The person who gets the message.

Noise: Anything that disrupts communication (misunderstanding, distractions, etc.).

Feedback: The response that shows whether the message was understood.

Types of Communication Channels

Formal Channels: Used for professional communication, following rules and hierarchy.

Example: A company memo or official email.

Informal Channels: Casual communication, based on personal choices.

Example: Chatting with a colleague about work.

Barriers to Communication (Noise)

Misunderstandings due to different perspectives.

Information overload makes messages unclear.

Cultural differences can affect how messages are understood.

Feedback is Key

Feedback helps check if the message was understood correctly.

It allows corrections and improvements in communication.

Example: A teacher asks students if they understood a lesson.

Good communication ensures better teamwork, fewer conflicts, and more success in both
personal and professional life.

Direction of Communication

Vertical Communication – Moves up or down in an organization.

Downward Communication – From higher levels to lower levels (e.g., managers to

employees).

Used for instructions, policies, and feedback.

Example: A manager explains a new policy to employees.

Problem: Often one-way, without asking for employee input.

Upward Communication – From lower levels to higher levels (e.g., employees to managers).

Used for feedback, concerns, and suggestions.

Example: An employee shares concerns about workload with their supervisor.

Tip: Use clear, concise points to keep managers’ attention.

Lateral Communication – Between colleagues at the same level.

Saves time and improves coordination.

Can be positive (efficient teamwork) or negative (going around superiors).

Example: Two department heads discussing a project without informing senior management.

Types of Communication

Oral Communication – Spoken communication, such as meetings, discussions, and calls.

Advantages: Fast and allows immediate feedback.

Disadvantages: Messages can be distorted when passed through multiple people.

Example: Playing "Telephone" where the original message changes as it moves along.
Written Communication – Includes emails, memos, reports, and text messages.

Advantages: Provides a permanent record and clarity.

Disadvantages: Time-consuming and lacks immediate feedback.

Example: An official company memo outlining a new policy.

Nonverbal Communication – Includes body language, tone, facial expressions, and physical
distance.

Body Movements: Crossed arms may indicate defensiveness, a smile shows friendliness.

Tone (Intonation): The way something is said changes its meaning.

Example: "I didn't say you stole the money" means different things depending on which word is
emphasized.

Facial Expressions: A frown may indicate disagreement, even if the person verbally agrees.

Physical Distance: Varies by culture.

Example: Standing too close might signal aggression, while standing far away might show
disinterest.

Tip: Pay attention to both words and nonverbal cues to avoid misunderstandings.

Organizational Communication

Formal small-group networks in organizations can be simplified into three types: chain, wheel,
and all-channel.

Example: A chain follows a strict hierarchy like a military command structure. A wheel has a
central leader, like a CEO directing all decisions. An all-channel allows open communication,
similar to a brainstorming team.

The chain network follows a formal hierarchy, making it best for accuracy.

Example: In a legal firm, messages must pass through a structured process to ensure correctness.

The wheel network depends on a central leader and is effective for leadership emergence.

Example: A project manager directing team members without them directly communicating.

The all-channel network enables open communication, leading to high member satisfaction.
Example: A startup team where all employees freely discuss ideas.

The grapevine is an informal communication network where rumors and gossip spread quickly.

Example: Employees hear about upcoming layoffs through colleagues before an official
announcement.

Rumors arise due to importance, ambiguity, and anxiety in the workplace.

Example: Employees speculate about a new CEO appointment when details are unclear.

The grapevine helps managers understand employee concerns and morale.

Example: A sudden increase in gossip about job security signals anxiety in the workforce.

Gossip forms social bonds but may exclude some employees.

Example: A group sharing inside jokes at work may leave others feeling isolated.

Managers cannot eliminate rumors but can minimize their negative effects.

Example: By providing clear communication, a company can prevent false rumors from
spreading.

(REFER PICTURES FROM BOOK)

Electronic Communications

Electronic Communication Dominance

 Today, 71% of organizational communication happens electronically, including email,

text messaging, social networking, blogs, and video conferencing. (Example: A
multinational company uses video conferencing for global team meetings instead of in-
person travel.)

Email Benefits and Drawbacks

 Email allows quick writing, editing, storage, and mass distribution at a low cost.
(Example: A CEO sends a company-wide announcement instantly instead of printing
memos.)
  Misinterpretation risk: Emails lack tone, making intent hard to decode. (Example: A
sarcastic joke in an email may be taken seriously.)
 Negative news via email can backfire. (Example: A company firing employees via email
led to public backlash.)
 Time-consuming: Over 62 trillion emails are sent yearly, making inbox management
crucial. (Example: Checking emails in batches reduces distractions.)
 Limited emotional expression: Emails may seem neutral even when intended as
positive. (Example: A "Good job" email might sound robotic without emojis or
personalization.)
 Privacy concerns: Emails can be monitored or leaked. (Example: A confidential project
detail forwarded to a personal email account could violate company policy.)

Instant Messaging (IM) and Text Messaging (TM)

 IM is real-time; TM is mobile-based. (Example: Employees use IM for quick team

updates and TM for urgent alerts.)
 Pros: Faster than email for short messages. (Example: "Meeting at 3 PM?" in IM is
better than a formal email.)
 Cons: Distracting in meetings, security concerns. (Example: A manager checking texts in
a meeting gets reprimanded.)

Social Networking in Business

 Professional social networks (e.g., LinkedIn) help recruitment and collaboration.

(Example: A recruiter finds candidates via LinkedIn.)
 Posts are public—employers check them. (Example: A negative Facebook post about a
boss may lead to job termination.)

Blogs and Twitter Risks

 Blogs/Twitter blur personal and professional lines. (Example: An employee tweets

company secrets, leading to dismissal.)
  Companies monitor employee posts. (Example: A worker criticizes management in a
blog and gets fired.)

Video Conferencing Enhances Meetings

 Enables real-time discussions across locations. (Example: A project manager in New

York and a developer in India discuss a software update via Zoom.)
 Engagement strategies are needed to avoid disengagement. (Example: Polls and
interactive Q&A keep remote employees involved.)

Managing Information

1. Information Overload

Too Much Information: We get information from emails, social media, news, and calls all the
time.

Wasted Time: Studies show that 43% of a worker’s day is spent on unimportant tasks (e.g.,
unnecessary emails, web browsing).

Productivity Tip: Limiting digital communication for a few hours can help. Example: Intel
employees who took a break from emails for 4 hours were more productive.

Better Focus: Taking breaks from technology allows deeper thinking and strategic planning.

2. Work-Life Balance and Digital Fatigue

Always Online: Many employees feel they can never disconnect from work.

Airline Wi-Fi Issue: Some workers were unhappy when flights introduced Wi-Fi because they
lost their only offline time.

Personal Life Impact: Using work communication tools outside work hours increases stress and
work-life conflict.
Solution: Employees need to set boundaries to prevent burnout.

3. Information Security

Big Concern for Companies: Businesses worry about private information being leaked.

More Monitoring: Companies track emails, internet use, and even phone calls.

Employee Privacy: Workers may feel uncomfortable with this.

Solution: Companies should involve employees in security policies and respect their privacy.

4. Choosing the Right Communication Channel

Rich vs. Lean Channels: Some communication methods provide more information than others.

Rich: Face-to-face talks include voice tone, expressions, and gestures.

Lean: Written reports have limited details.

Routine vs. Nonroutine Messages:

Routine (simple messages) → Emails or reports work fine.

Nonroutine (complex topics) → Face-to-face or video calls are better.

Example: A company facing financial struggles used daily updates in different formats to keep
employees informed and reduce anxiety.

Choice of Communication Channel

1. Why People Choose Different Communication Channels

 People select channels based on richness (how much information they convey).
 Rich channels handle multiple cues, provide quick feedback, and feel personal.
 Lean channels (e.g., emails, reports) provide limited details.
  Example: Face-to-face talks are rich because they include expressions, gestures, and
tone.

2. Routine vs. Nonroutine Messages

 Routine messages: Simple, clear, and low in ambiguity → Emails and reports work well.
 Nonroutine messages: Complex, require discussion → Face-to-face or video calls are
better.
 Example: A company struggling financially used rich channels to update employees
daily, reducing anxiety.

Persuasive Communication – Key Points

1. How People Process Information

 Automatic processing: Quick, effortless, based on emotions or simple cues.

o Example: Choosing a soda based on an ad.
 Controlled processing: Deep thinking, uses facts and logic.
o Example: Researching before buying a house.

2. Factors Affecting Persuasion

 Interest Level: People think more deeply about important topics.

 Prior Knowledge: Informed people need strong evidence to change their views.
 Personality: Some prefer logical arguments, others rely on emotions.
 Message Type:
o Lean channels (TV ads) → Encourage automatic processing.
o Rich channels (detailed articles) → Encourage controlled processing.

3. Effective Persuasion Strategy

 If the audience isn’t interested or informed → Use emotional and simple messages.
 If the audience is interested and knowledgeable → Use logical arguments and strong
evidence.
Barriers to Effective Communication – Key Points

1. Filtering

 Hiding or altering information to make it sound better.

 Example: An employee tells the boss only the good news.

2. Selective Perception

 Hearing only what we want to hear based on our biases.

 Example: A hiring manager assumes all female applicants prioritize family over careers.

3. Information Overload

 Too much data leads to confusion and forgetting key details.

 Example: Ignoring emails when overwhelmed.

4. Emotions

 Mood affects interpretation of messages.

 Example: A happy person may accept a message easily, while an angry person may
misinterpret it.

5. Language Differences

 Words mean different things to different people based on age, culture, or profession.
 Example: A father using business terms with his teenage daughter, who doesn’t
understand.

6. Silence

 Lack of communication can be a problem when employees don’t speak up.

 Example: Employees afraid to report misconduct, leading to bigger issues.

7. Communication Apprehension
  Fear of speaking or writing messages due to anxiety.
 Example: Avoiding phone calls and relying only on emails.

8. Lying

 Misrepresenting information affects trust.

 People lie more over phone calls and emails than face-to-face.
 Example: Hiding mistakes to avoid blame.

Barriers to Effective Communication

Effective communication can be hindered by several barriers, which can distort or obstruct the
intended message. Here are the key barriers with examples:

Filtering – The sender manipulates information so that the receiver perceives it more favorably.

Example: A manager hides bad news from the boss to maintain a good image.

Selective Perception – Individuals interpret messages based on their own biases, experiences, or
expectations.

Example: An interviewer assumes that all female candidates prioritize family over career.

Information Overload – When too much information exceeds a person's ability to process it
effectively.

Example: An employee receives hundreds of emails daily and misses important details.

Emotions – A person’s mood affects how they interpret messages.

Example: A frustrated employee misinterprets a neutral email as rude.

Language – Differences in age, background, and jargon can cause miscommunication.

Example: A consultant using technical terms that a teenager does not understand.
Silence – Withholding information can lead to misunderstandings and stress.

Example: Employees fear speaking up about workplace harassment.

Communication Apprehension – Anxiety or discomfort in communicating verbally or in

writing.

Example: A shy employee avoids phone calls and relies only on emails.

Lying – Deliberate misrepresentation of facts disrupts trust in communication.

Example: A worker denies making an error even though they did.

By recognizing these barriers, individuals and organizations can take steps to improve
communication and reduce misunderstandings.

Global Implications of Communication

Effective communication is challenging, and cross-cultural differences further complicate it.

Many companies lack formal strategies for cross-cultural communication, making
misunderstandings more likely.

Cultural Barriers

1. Semantics Barriers – Words can have different meanings or no direct translation across
cultures.
o Example: The Finnish word sisu means persistence but has no exact English
equivalent.
2. Word Connotation Barriers – The same word can imply different things in different
languages.
o Example: In Japanese, hai means "yes" but often means "I'm listening" rather than
"I agree."
3. Tone Differences – The level of formality varies across cultures.
 o Example: An informal tone in a professional setting may be seen as disrespectful
in some cultures.
4. Conflict Resolution Differences – Individualist cultures prefer direct confrontation,
while collectivist cultures avoid open disputes.
o Example: Americans may demand a direct apology, while Japanese people may
consider the conflict resolved through indirect gestures.

Cultural Context in Communication

1. High-Context Cultures – Meaning is derived from nonverbal cues, status, and

relationships rather than direct words.
o Example: In Japan, indirect communication and trust-building conversations are
essential before business deals.
2. Low-Context Cultures – Communication is direct, relying on spoken and written words.
o Example: In the U.S., business contracts are explicitly detailed and legally
binding.

Understanding these cultural differences helps improve cross-cultural communication, fostering

stronger relationships and reducing misunderstandings.