Communication

Functions of Communication

Communication Functions
1. Control member behavior. 2. Foster motivation for what is to be done. 3. Provide a release for emotional expression. 4. Provide information needed to make decisions.

Importance of Good Communication

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.

The Communication Process Model Transmission Phase

Message Encoding Medium Decoding

Sender

NOISE

Receiver (now sender)

Decoding

Medium

Encoding

Message

Feedback Phase

The Communication Process

Messages are transmitted over a medium to a receiver.

Medium: pathway the message is transmitted on (phone, letter). Receiver: person getting the message. Decoding allows the receiver to understand the message. This is a critical point, can lead to mis-understanding.

Receiver next decodes the message.

Feedback is started by receiver and states that the message is understood or that it must be re-sent. Encoding of messages can be done verbally or non-verbally

Verbal: spoken or written communication. Nonverbal: facial gestures, body language, dress. Subjective perception can lead to biases and stereotypes that hurt communication. Effective Managers avoid communicating based on a pre-set belief.

Sender and receiver communicate based on their perception.

Direction of Communication

Downward

Lateral

Upward

Media for Interpersonal Communication

Interpersonal Communication Verbal Communication Advantages: Speed and feedback. Disadvantage: Distortion of the message. Written Communication Advantages: Tangible and verifiable. Disadvantages: Time consuming and lacks feedback. Nonverbal Communication Advantages: Supports other communications and provides observable expression of emotions and feelings. Disadvantage: Misperception of body language or gestures can influence receivers interpretation of message.

Nonverbal communication is important

Words account for only 7% of emotional impact of a message Voice tones- 38% Facial Expressions- 55% High context vs. Low Context Cultures Gesture, Posture & Spatial proximity

Media channels for Interpersonal Communication

Formal: Manual oral (face to face) Electronic voice (phone) Text & images
email Advantages: quickly written, sent, and stored; low cost for distribution. Disadvantages: information overload, lack of emotional content, cold and impersonal. Intranet A private organization-wide information network. Extranet An information network connecting employees with external suppliers, customers, and strategic partners.

Videoconferencing
An extension of an intranet or extranet that permits face-to-face virtual meetings via video links.

Media channels for Interpersonal Communication contd

Formal Communication Informal Communication

Media channels for Interpersonal Communication contd Informal:- Also called Grapevine; can use any technology as in formal channels Grapevine Characteristics
Not controlled by management. Perceived by most employees as being more believable and reliable than formal communications. Largely used to serve the self-interests of those who use it. Results from:
Desire for information about important situations Ambiguous conditions Conditions that cause anxiety

Suggestions for Reducing the Negative Consequences of Rumors

Three Common Formal Small-Group Networks

Three Common Formal Small-Group Networks

Networks show information flows in an organization.

Wheel Network: information flow to and from one central member. Chain Network: members communicate with people next to them in sequence. Wheel and Chain networks provide for little interaction. All-Channel Network: found in teams, with high levels of communications between each member and all others.

Small-Group Networks and Effectiveness Criteria

Choice of Communication Channel

Characteristics of Rich Channels 1. Handle multiple cues simultaneously. 2. Facilitate rapid feedback. 3. Are very personal in context.

Information Richness of Communication Channels

Low channel richness

High channel richness

Routine

Nonroutine

Barriers to Effective Communication

Barriers to Effective Communication (contd)

emotions
How a receiver feels at the time a message is received will influence how the message is interpreted.

language
Words have different meanings to different people.

Intonations: Its the Way You Say It!

Semantic Problems: What do you mean?

Semantic barriers to communication involve a poor choice or use of words and mixed messages. The following illustrations of the bafflegab that once tried to pass as actual as actual executive communication are a case in point. A. We solicit any recommendations that you wish to make, and you may be assured that any such recommendations will be given our careful consideration. B. Consumer elements are continuing to stress the fundamental necessity of a stabilization of a price structure at a lower level than exists at the present time. One has to wonder why these messages werent stated more simply as (A) Send us your recommendations; they will be carefully considered and (B) Consumers want lower prices.

Semantic Problems: jargon acts as a barrier

A plumber wrote to the Bureau of Standards saying that he found hydrochloric acid good for cleaning clogged drains. He wanted to know if he was doing the right thing. The bureau replied: the efficacy of hydrochloric acid is indisputable, but the corrosive residue is incompatible with metallic permanence. The plumber wrote back and said that he was happy that they agreed. The bureau wrote again: we cannot assume responsibility for the production of toxic & noxious residues with hydrochloric acid and suggest that you use an alternative procedure. The plumber wrote again saying how happy he was that they agreed with him. Finally the bureau wrote: dont use hydrochloric acid. It eats the hell out of pipes.

Mixed Messages: What are you saying?

Mixed messages occur when a persons word communicate one thing while his or her actions or body language communicate quite another. They are important to spot since nonverbal signals can add important insight into what is really being said in faceto-face communication. For instance, someone may voice a cautious yes during a business meeting at the same time that her facial expression shows stress and she begins to lean back in her chair. The body language in this case may suggest the existence of important reservations, even though the words indicate agreement.

Emoticons: Showing Emotion in E-Mail

Communication Barriers: Men and Women

Men talk to: Emphasize status, power, and independence. Complain that women talk on and on. Offer solutions. To boast about their accomplishments. Women talk to: Establish connection and intimacy. Criticize men for not listening. Speak of problems to promote closeness. Express regret and restore balance to a conversation.

Communication Barriers: Men and Women contd Gender Inequity is rooted in our culture patterns and therefore in our organizational systems Research indicates that sex does not appear to be relevant to the outcomes Women are rated higher as managers on the skill of putting people at ease. Men and women do not differ in the types of persuasive strategies (compliance-gaining) Communication Competence
Women supervisors are rated lower than men supervisors Women subordinates rated women supervisors less favorably than they rated men supervisors Supervisors rated women subordinates lower in communication competence than they rated men

BOTTOM LINE: Legitimate authority, level of power, and ones position in the hierarchy are the best predictors of communication differences in the workplace

Cross-Cultural Communication
Cultural Barriers
Barriers Barriers Barriers Barriers caused caused caused caused by by by by semantics word connotations tone differences differences among perceptions

Hand Gestures Mean Different Things in Different Countries

Hand Gestures Mean Different Things in Different Countries (contd)

Communication Barriers and Cultural Context

Highvs. LowContext Cultures

A Cultural Guide

Cultural Context Communication Rules:

1. Assume differences until similarity is proven. 2. Emphasize description rather than interpretation or evaluation. 3. Practice empathy. 4. Treat your interpretations as a working hypothesis.

Levels of Understanding for a Message from the CEO

100% 90% 80% 70% 60% 50% 40%

Portion of original message accurately received

30%
20% 10% 0%

Distortion of original message Top Management Vice President General Supervisor Team Leader Line Worker

Communication Skills for Managers as Senders

Send

clear and complete messages. Encode messages in symbols the receiver understands. Select a medium appropriate for the message AND monitored by the receiver. Avoid filtering (holding back information) and distortion as the message passes through other workers. Ensure a feedback mechanism is included in the message. Provide accurate information to avoid rumors.

Communication Skills for Managers as Receivers

Pay Attention to what is sent as a message. Be a good listener: dont interrupt. Ask questions to clarify your understanding. Be empathetic: try to understand what the sender feels. 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.

Transactional Analysis
A model for explaining why and how: People think like they do People act like they do People interact/communicate with others Based on published psychological work such as: Games People Play (Dr. Eric Berne) Im OK - - Youre OK (Dr. Tom Harris) Born to Win (Dr. Dorothy Jongeward)

Transactional Analysis
TA is not only post-Freudian but according to its founder's wishes consciously extra-Freudian. With its focus on transactions, TA shifted its attention from internal psychological dynamics to the dynamics contained in people's interactions. Revising Freud's concept of the human psyche as composed of the id, ego, superego, Berne postulated instead three ego states" the Parent, Adult, and Child states which were largely shaped through childhood experiences. These three are all part of Freud's ego; neither represented the id nor the superego. Unhealthy childhood experiences could damage the Adult or Parent ego states, which would bring discomfort to an individual and/or others in a variety of forms, including many types of mental illnesses. Im OK, You re OK (1969), written by Berne's longtime friend Thomas Anthony Harris, is probably the most popular TA book

Our Brain (according to Berne)

Determines what we think and how we act Acts like a tape recorder while recording

1) Events 2) Associated feelings

Has 3 distinct parts or ego states

1) Parent 2) Adult 3) Child

Ego states not connected to biological states A person ( child or grownup) shifts from one state to another during interactions

Parent Ego State("exteropsychic"):

Thoughts, feelings, attitudes, behavioral patterns based on messages or lessons learned from parents and other parental or authoritarian sources Shoulds and should nots; oughts and ought nots; always and never Prejudicial views (not based on logic or facts) on things such as: religion dress salespeople traditions work products money raising children companies Nurturing views (sympathetic, caring views) Critical views (fault finding, judgmental, condescending views) Sub divided as Nuturing, Critisizing Parent Internal dialogue in every person

Adult Ego State("neopsychic"):

Thoughts, feelings, attitudes, behavioral patterns based on objective analysis of information (data, facts) Make decisions based on logic, computations, probabilities, etc. (not emotion)

Child Ego State("archaeopsychic"):

Thoughts, feelings, attitudes, behavioral patterns based on child-like emotions, impulses, feelings we have experienced Child-like examples Impulsive Self-centered Angry Fearful
Sub divided as: Adapted Child highly influenced by parent and conforming; further divided as Compliant Child and Rebellious Child. Little Professor emerging adult, creative, intuitive Natural Child uncensored, spontaneous

Happy Pleasure seeking Rebellious Happy

Curious Eager to please

Functioning
A healthy balanced personality listens to the PAC of the self and pays full attention to the three diffe4rent voices inside oneself. The emancipated adult state responds in a appropriate/suitable manner. Functional/personality problems arise if the Adult is Contaminated or Blocked by the other two states Delusion and Prejudice are results of Child and Parent contamination of Adult state. Workaholics could be child blocked.

Ego Portraits
People have favorite, preferred ego state, depicted by larger circle in a diagram Parent Adult Child

P A

A
A C

Human Interaction Analysis

A transaction = any interaction or communication between 2 people People send and receive messages out of and into their different ego states How people say something (what others hear?) just as important as what is said Types of communication, interactions 1) Complementary 2) Crossed 3) Ulterior

Complementary Transactions
Interactions, responses, actions regarded as appropriate and expected from another person. Parallel communication arrows, communication continues. Example 1: #1 What time do you have? #2 Ive got 11:15. (A>A) P P A C A C #1 #2 You can never rely on these lazy people in my department. Its only the diffrence of degree, not of kind with my people. (P>P)

#1

#2

Lets role play this situation. Ill be manager & you will be my worker No! Ill be the manager. (C>C)

Crossed Transactions
Interactions, responses, actions NOT regarded as appropriate or expected from another person. Crossed communication arrows, communication breakdown. Example 1 #1 What time do you have? #2 Theres a clock on the wall, why dont you figure it out yourself?

A
C

A
C

Crossed Transactions contd

Example 2
#1 #2 Youre late again! Yeah, I know, I had a flat tire.

P
A

P
A

Ulterior Transactions
Interactions, responses, actions which are different from those explicitly stated
Example #1 #2 #3 Do you know where the project report is? I cant find anything when I need it( looks sad & a little helpless, flirts a little) Dont worry Ill find it for you ( gives affectionate look and touch)

A C

A C

(T.A.) Strokes

Strokes are the recognition one person gives another These begin in infancy as hugs Later in life become more verbal/abstract

(T.A.) Positive strokes

Praise Positive feedback Compliments Expressions of appreciation Good reports

(T.A.) Negative strokes

Non-constructive criticism Negative judgements Insults Expressions of disapproval Bad reports

(T.A.) Games
Crooked or covert exchanges of strokes Regularly repeated interactions with ulterior motives Often the players of these games are not conscious they are doing this But sometimes they are!

Why dont you/Yes but game

Friend says: I want to work as a waiter but no one will give me a go. You say: Why dont we ring a few restaurants to see whether they are hiring at the moment. Friend says: Yes, but my old EC rang all the restaurants in town a few months ago and nobody was interested.

Some commonly found games

some of the most commonly found themes of games described in Games People Play by Eric Berne: YDYB: Why Don't You, Yes But. Historically, the first game discovered. IFWY: If It Weren't For You WAHM: Why does this Always Happen to Me? (setting up a self-fulfilling prophecy) SWYMD: See What You Made Me Do UGMIT: You Got Me Into This LHIT: Look How Hard I've Tried ITHY: I'm Only Trying to Help You LYAHF: Let's You and Him Fight (staging a love triangle) NIGYYSOB: Now I've got you, you son of a bitch

Phenomena behind the transactions

Life (or Childhood) Script A person begins writing his own life story (script) at a young age, as he tries to make sense of the world and his place within it. Although it is revised throughout life, the core story is selected and decided upon typically by age 7. As adults it passes out of awareness. A life script might be "to be hurt many times, and suffer and make others feel bad when I die", and could result in a person indeed setting himself up for this, by adopting behaviours in childhood that produce exactly this effect.

Phenomena Ways of Time Structuring

There are six ways of structuring time by giving and receiving strokes: Withdrawal, Ritual, Activity, Pastimes, Games, Intimacy A ritual is a series of transactions that are complementary (reciprocal), stereotyped and based on social programming. For instance, two people may have a daily two stroke ritual, where, the first time they meet each day, each one greets the other with a "Hi". A pastime is a series of transactions that is complementary (reciprocal), semi-ritualistic, and is mainly intended as a timestructuring activity. Pastimes have no covert purpose and can usually be carried out only between people on the same wavelength. They are usually shallow and harmless. alcoholics) often enjoy the "Morning After" pastime in which participants share their most amusing or harrowing hangover stories.

Life Positions
Developed & popularised by Thomas Harris in his book Im OK You re OK Expresses how individual relates to others in terms of thinking, feeling & behaving. A combination of assumpions about one;s own selfworth and the worh of significant other people in the environment. Involves okayness, a dominant philosophy developed in childhood & remains for life.

Life Positions contd

You re OK Get On With; we both have value, mentally Getting Away From; You ve value, I healthy, assertive, dont; Introjective, passive, low confident, trusting, confidence, esteem, self putdown, respectul, responsible , inferiority, external control, motivated, interested in demotivated, need recognition &reassurance. others feelings & thoughts

Im OK
Get Rid Of; Ive vslue, you dont;Projective, aggressive, low confidence, eseem, superiority, condescending, blaming, doesnt listen or ask, disinterested in feelings & thoughts of others

Im not OK

You re not OK

Getting Nowhere With; neither has value, desperate, futility, manipulative, lack confidence, esteem for both, mistrusftul, suspicious, dishonest, indirect, depressed, demotivated, uninspired, conforming & mechanical

TA: How to use it

Be aware of your own ego state as well as the clients Try and stay in the Adult state

Be aware of your own language/posture Keep discussions result focussed Beware going into Parent mode Some attempts at rapport building may become parentchild interactions if you are being unconsciously patronising Stick to the agreed Job Search Plan as much as you can

TA: How to use it contd

Be aware of any Games being played If an undesirable Game is being played, find a fresh approach that seeks to engage the Adult in the client How to stop the game
Stop making suggestions! Review how your sessions/task progress. Need to change format? Remember, within reason, some approaches are worth giving a second or third - go

Thank you for the good transaction!