“COMMUNICATION”

Business Studies Department,

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BUKC
 MANAGERS AND CHAPTE
COMMUNICATION R 15

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  To define the nature and
function of
communication.
 To compare and
contrast methods of
interpersonal
communication.
 To identify barriers to
effective interpersonal
communication and
how to overcome them.
 To explain how
communication can flow
most effectively in
organizations.
 To describe how
technology affects

LEARNING
managerial
communication and
organizations.
OBJECTIVES  To discuss
contemporary issues in
communication.
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WHAT IS COMMUNICATION?

Communication - The
transfer and
understanding of
meaning.

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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.
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WHAT IS COMMUNICATION?

Good communication is
often erroneously defined
by the communicator as
agreement with the
message instead of clear
understanding of the
message.
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FORMS OF
COMMUNICATIO
N
 Interpersonal
Communication
 Communication
between two or more
people.
 Organizational
Communication
 All the patterns,
network, and systems
of communications
within an
organization. 7
FUNCTIONS OF COMMUNICATION

Control
Control Motivation
Motivation

Functions
Functions of
of
Communication
Communication

Emotional
Emotional
Information
Information Expression
Expression

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FUNCTIONS OF COMMUNICATION

 Control
 Formal and informal communications
act to control individuals’ behaviors in
organizations.
 Motivation
 Communications clarify for employees
what is to be done, how well they have
done it, and what can be done to
improve performance.
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FUNCTIONS OF COMMUNICATION

 Emotional Expression
 Social interaction in the form of work
group communications provides a way
for employees to express themselves.
 Information
 Individuals and work groups need
information to make decisions or to do
their work.

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THE INTERPERSONAL
COMMUNICATION PROCESS

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INTERPERSONAL COMMUNICATION

 Message - Sender’s intended meaning or

a purpose to be conveyed.
 Encoding - The message converted to
symbolic form.
 Channel - A medium through which the
message travels.
 Decoding - The receiver’s retranslation of
the message.
 Noise - Disturbances that interfere with
communications. 12
DISTORTIONS IN COMMUNICATION

 Message Encoding
 The effect of the skills, attitudes, and knowledge of
the sender on the process of encoding the message.
 The social-cultural system of the sender.
 The Message
 Symbols used to convey the message’s meaning.
 The content of the message itself.
 The choice of message format.
 Noise interfering with the message such as
background sounds of machinery or coworkers,
phone static, or inattention by the receiver.
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DISTORTIONS IN COMMUNICATION

 The Channel
 The sender’s choice of the appropriate channel
or multiple channels for conveying the message.
 Receiver
 The effect of skills, attitudes, and knowledge of
the receiver on the process of decoding the
message.
 The social-cultural system of the receiver.
 Feedback Loop
 Communication channel distortions affecting the
return message from receiver to sender.
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INTERPERSONAL COMMUNICATION
METHODS

 Face-to-face  Bulletin boards

 Telephone  Audio- and videotapes
 Group meetings  Hotlines
 Formal presentations
 E-mail
 Memos
 Computer
 Traditional Mail
conferencing
 Fax machines
 Voice mail
 Employee
publications  Teleconferences
 Videoconferences 15
 Nonverbal
Communicat
ion
 Communica
tion that is
transmitted
without
INTERPERSONAL words.
COMMUNICATION
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 o Sounds with
specific meanings
or warnings;
o Images that
control or
encourage
behaviors;
o Situational
behaviors that
convey
meanings;
INTERPERSONAL o Clothing and
COMMUNICATIO physical
surroundings that
N - NONVERBAL imply status.
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  Body language
refers to
gestures, facial
expressions, and
other body
movements that
convey meaning.
 Verbal
intonation
refers to an
emphasis that a
TYPES OF speaker gives to
certain words or
NONVERBAL phrases that
COMMUNICATION conveys
meaning.
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INTERPERSONAL COMMUNICATION
BARRIERS

Filtering
National
Culture Emotions

Interpersonal
Language Information
Communicatio Overload
n

Defensiveness

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BARRIERS TO EFFECTIVE
INTERPERSONAL
COMMUNICATION
 Filtering
 The deliberate manipulation of
information to make it appear
more favorable to the receiver.
 Emotions
 Disregarding rational and
objective thinking processes and
substituting emotional judgments
when interpreting messages.
 Information Overload
 Being confronted with a quantity
of information that exceeds an
individual’s capacity to process
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it.
  Defensiveness
 When threatened,
reacting in a way that
reduces the ability to
achieve mutual
understanding.
 Language
 The different meanings of
and specialized ways
(jargon) in which senders
use words can cause
receivers to misinterpret
their messages.
BARRIERS TO  National Culture
EFFECTIVE  Culture influences the
form, formality, openness,
INTERPERSONAL patterns and use of
COMMUNICATION information in
communications.
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 1)Use
Feedback
2)Simplify
Language
3)Listen
Actively
4)Constrain
Emotions
OVERCOMING THE
BARRIERS TO EFFECTIVE 5)Watch
INTERPERSONAL Nonverbal
COMMUNICATIONS
Cues
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ACTIVE LISTENING BEHAVIORS

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  Communicatio
n that takes
place in
business
environments.
 It is the way in
which
members of
an
organization
ORGANIZATIONA interact with
L each other
COMMUNICATION and the people
they serve. 24
TYPES OF ORGANIZATIONAL
COMMUNICATION

 Formal Communication
 Communication that follows the official chain of
command or is part of the communication
required to do one’s job.
 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. 25
TYPES OF ORGANIZATIONAL
COMMUNICATION
Formal Communication Informal Communication
 Intentional  Random message
message in an in a relational
intentional setting.
setting.  Styles of IC
Chit-chat/
 Styles of FC conversation;
Speech; Personal note;
E-mail; Overheard comments.
Publication.

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DIRECTION OF COMMUNICATION FLOW

 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.
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DIRECTION OF COMMUNICATION FLOW

Lateral (Horizontal)
Communication
 Communication that takes place
among employees on the same level
in the organization to save time and
facilitate coordination.
Diagonal Communication
 Communication that cuts across both
work areas and organizational levels
in the interest of efficiency and speed.
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 A communication
network refers to
how information
flows within the
organization.
Communication
networks are
regular patterns of
person-to-person
relationships
through which
information flows in
an organization.
ORGANIZATIONAL This means that the
COMMUNICATION flow of information
NETWORKS is managed,
regulated. and
structured. 29
TYPES OF COMMUNICATION NETWORKS

1) Chain Network
 Communication flows according to the
formal chain of command, both upward
and downward.
2) Wheel Network
 All communication flows in and out
through the group leader (hub) to others
in the group.
3) All-Channel Network
 Communications flow freely among all
members of the work team.
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  An informal
organizational
communication
network that is active in
almost every
organization.
 It provides a channel for
issues not suitable for
formal communication
channels.
 The impact of
information passed
along the grapevine can
THE be countered by open
GRAPEVINE and honest
communication with
employees.
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 Benefits of
Information
Technology (IT)
 Increased ability to
monitor individual
and team
performance;
 Better decision
making based on
more complete
information;
UNDERSTANDIN  More collaboration
G and sharing of
INFORMATION information;
TECHNOLOGY  Greater accessibility
to coworkers.
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INFORMATION TECHNOLOGY
 Networked
 E-mail
Computer
 Instant messaging (IM)
Systems
 Linking individual  Blogs
computers to  Wikis
create an  Voice-mail
organizational
network for  Fax machines
communication  Electronic Data Exchange
and information (EDI)
sharing.  Teleconferencing
 Videoconferencing
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
  Intranet
 An internal network
that uses Internet
technology and is
accessible only to
employees.
 Extranet
 An internal network
that uses Internet
technology and allows
authorized users inside
the organization to
communicate with
certain outsiders such
TYPES OF as customers and
NETWORK vendors.

SYSTEMS  Wireless (WIFI)

capabilities
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CURRENT COMMUNICATION ISSUES

Managing the Organization’s

Knowledge Resources:
 Build online information databases
that employees can access.
 Create “communities of practice”
for groups of people who share a
concern, share expertise, and
interact with each other.
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COMMUNICATION AND CUSTOMER SERVICE

Communicating Effectively with Customers

 Recognize the three components of the
customer service delivery process:
 The customer;
 The service organization;
 The service provider.
 Develop a strong service culture focused
on the personalization of service to each
customer:
 Listen and respond to the customer.
 Provide access to needed service information.
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  Do not use words
or phrases that
stereotype,
intimidate, or
offend individuals
based on their
differences.
 However, choose
words carefully to
“POLITICALLY maintain as much
CORRECT” clarity as possible
COMMUNICATIO in
N communications.
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THANK YOU