Presented To:: Prof - Farooq

Managers
and Communications
Presented to:
Prof.Farooq
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.
– Interpersonal Communication
• Communication between two or more people
– Organizational Communication
• All the patterns, network, and systems of communications
within an organization
Interpersonal Communication
• Message
– Source: sender
• Encoding
– The message converted to symbolic form
• Channel
– The medium through which the message travels
• Decoding
– The receiver’s retranslation of the message
• Noise
– Disturbances that interfere with communications
Four Functions of Communication
Control
Control Motivation
Motivation
Functions
Functions of
of
Communication
Communication
Information Emotional
Emotional
Information
Expression
Expression
The Interpersonal
Communication Process
Distortions in Communications
• 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
– Noise interfering with the message
Distortions in Communications
• 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
• Face-to-face
Methods
• Telephone • E-mail
• Group meetings • Computer conferencing
• Formal presentations • Voice mail
• Memos • Teleconferences
• Traditional Mail • Videoconferences
• Fax machines
• Employee publications
• Audio- and videotapes
Evaluating Communication
Methods
• Feedback • Time-space constraint
• Complexity capacity • Cost
• Breadth potential • Formality
• Confidentiality • Scanability
• Encoding ease • Time consumption
• Decoding ease
• Nonverbal Communication
– Communication that is transmitted without words.
• Sounds with specific meanings or warnings
• Images that control or encourage behaviors
• Situational behaviors that convey meanings
• Clothing and physical surroundings that imply status
– Body language: gestures, facial expressions, and other body
movements that convey meaning.
– Verbal intonation: emphasis that a speaker gives to certain
words or phrases that conveys meaning.
Barriers
Na Filtering n s
Cu tiona ot io
ltu l
re Em
Interpersonal
Communication
Info
r
ge Ovemation
u a rloa
ng d
L a Defensiveness
Barriers to Effective
• 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 it.
Barriers to Effective
• 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.
• National Culture
– Culture influences the form, formality, openness, patterns,
and use of information in communications.
Overcoming the Barriers to
Effective Interpersonal
Communications
• Use Feedback
• Simplify Language
• Listen Actively
• Constrain Emotions
• Watch Nonverbal Cues
Active Listening Behaviors
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
structural 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.
Communication Flows
nal
ago
Di D
U
p o
w w
a Lateral n
w
r a
d r
d
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.
Direction of Communication Flow
(cont’d)
• 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.
Types of Organizational
Communication Networks
• Chain Network
– Communication flows according to the formal chain of
command, both upward and downward.
• Wheel Network
– All communication flows in and out through the group leader
(hub) to others in the group.
• All-Channel Network
– Communications flow freely among all members of the work
team.
Three Common Organizational
Communication Networks and How
They Rate on Effectiveness Criteria
The Grapevine
• An informal organizational communication network that is active
in almost every organization.
– Provides a channel for issues not suitable for formal
communication channels.
– The impact of information passed along the grapevine can be
countered by open and honest communication with employees.
Understanding Information
Technology
• Benefits of Information Technology (IT)
– Increased ability to monitor individual and team performance
– Better decision making based on more complete information
– More collaboration and
sharing of information
– Greater accessibility
to coworkers
Information Technology And
managerial communication
• E-mail
• Networked Systems • Instant messaging (IM)
– Linking individual computers • Blogs
to create an organizational
network for communication
• Wikis
and information sharing. • Voice-mail
• Fax machines
• Electronic Data Exchange
• Wireless (WIFI) capabilities (EDI)
• Teleconferencing
• Videoconferencing
• Web conferencing
How IT Affects Organization
• Removes the constraints of time and distance
– Allows widely dispersed employees to work together.
• Provides for the sharing of information
– Increases effectiveness and efficiency.
• Integrates decision making and work
– Provides more complete information and participation for
better decisions.
• Creates problems of constant accessibility to employees
– Blurs the line between work and personal lives.
Current Communication Issues
• Managing Communication in an Internet World
– Legal and security issues
• Inappropriate use of company e-mail and instant
messaging
• Loss of confidential and proprietary information due to
inadvertent or deliberate dissemination or to hackers.
– Lack of personal interaction
• Being connected is not the same as face-to-face contact.
• Difficulties occur in achieving understanding and
collaboration in virtual environments.
• Being connected versus being concerned
– Managing Internet gripe sites as a valuable resource for
unique insights into the organization.
• Employee complaints (“hot-button” issues)
• Customer complaints
– Responding to Internet gripe sites
• Recognized them as a valuable source of information.
• Post messages that clarify misinformation.
• Take action to correct problems noted on the site.
• Set up an internal gripe site.
• Continue to monitor the public gripe site.
(cont’d)
• 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.
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.
“Politically Correct”
Communication
• Do not use words or phrases that stereotype, intimidate, or
offend individuals based on their differences.
• However, choose words carefully to maintain as much clarity as
possible in communications.
Conclusion

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Managers

• Lateral (Horizontal) Communication

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