Improvement Is A Proof!

CHAPTER 11 COMMUNICATION

Communication : the transfer and understanding of meaning

Functions of Communication
Communications serves four major functions within a group or organization :
Control, Motivation, Emotional Expression, and Information
1.

Control

2. Motivation

3. Emotional Expression :
4. Information
decisions

Communication acts to control member behaviour,

Usually organization have authority hierarchies and formal
guidelines that have to be followed by the employee
Communication fosters motivation by clarifying to
employees what is to be done, how well they are doing,
and how to improve their performance
Communication provides for the emotional expression
of feelings and fulfillment of social needs
Communication provides information needed to make

The Communication Process

Communication Process = the steps between a source and a receiver that result in the
transference and understanding of meaning
Elements of the Communication Process :
1.
2.
3.
4.

The sender
Encoding
The message
The channel the medium selected by the sender through which the message travels to
the receiver

Copyrighted by Studev MSS FEUI 2013

Improvement Is A Proof!

5.
6.
7.
8.

Types :
a. Formal Channel are established by the organization and transmit messages
that are related to the professional activities of members.
b. Informal Channel - used to transmit personal or social messages in the
organization. These informal channels are spontaneous and emerge as a
response to individual choices
Decoding
The receiver the person(s) to whom the message is directed, who must translate the
symbols into understandable form
Noise communication barriers that distort the clarity of the message, such as
perceptual problems, information overload, etc
Feedback is the check on how seccesful we have been in transferring our messages
originally intended.

Direction of Communication
1.
2.
3.

Communication that flows from one level of a group or organization to a

lower level
Used by group leaders with employees to assign goals, provide job
instructions, explain policies and procedures, etc
Doesnt have to be oral or face to face
Problems : Managers have to fully explained the problem, just one-way
communication ( from manager to the employees)

1.
2.

Communication that flows to higher level in the group or organization

Used to provide feedback to higher-ups, inform them of progress
toward goals, and relay current problems
Problems : increasingly difficult because managers are overwhelmed
and easily distracted

1.

Communication takes place among members of the same work group,

same level, or any horizontally equivalent workers
Advantages : saves time and facilitates coordination

Interpersonal Communication
Oral Communication
Such as speeches, formal one-on-one and group discussion
- Advantages : Speed and feedback
Copyrighted by Studev MSS FEUI 2013

Improvement Is A Proof!

Disadvantages : Distortion of message the more people, the greater the

potential distortion
Written Communication
using memos, letters, fax transmissions, email, IM, and any other device that transmits
via written words or symbols. Written communications are more likely to be well
thought out, logical, and clear
- Advantages : Tangible and verifiable
- Disadvantage : Time consuming and lacks feedback
Non-verbal Communication
Such as body movement, facial expressions, intonations, physical distance
- 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

Organizational Communication
Formal Small-Group Networks
3 common small groups :

In Chain model, we can see that there are three-level organization.

In Wheel, the communication relies on a central figure to act as a conduit for all the
groups commuication
In All Channel network,it permits all group members to actively communicate with each
other self-managed teams, where all members are free to contribute and none take
on a leadership role.

Copyrighted by Studev MSS FEUI 2013

Improvement Is A Proof!

The Grapevine
the informal communication network in a group or organization
Grapevine characteristics :
Informal, 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 sequences or Rumors:
1.
2.
3.
4.

Provide information
Explain actions and decisions that may appear inconsistent, unfair, or secretive
Refrain from shooting the messenger respond to them calmly, rationally and
respectfully
Maintain open communication channels

Electronic Communications
o Email
Advantages : quickly written, sent, and stored; low cost for distribution
Disadvantages: information overload, lack of emotional content, cold and
impersonal
o Instant Messaging and Text Messaging
Advantage
: real time e-mail transmitted straight to the receivers
desktop.
Disadvantage : can be intrusive and distracting.
o Networking Software
Linked systems organically spread throughout the nation and world that
can be accessed by a PC
Includes:
Social networks like MySpace and Facebook
Professional networks like Zoominfo and Ziggs
Corporate networks such as IBMs BluePages
Key Points:
These are public spaces anyone can see what you post
Copyrighted by Studev MSS FEUI 2013

Improvement Is A Proof!

Can be used for job application screening

Avoid over stimulating your contacts

o Blogs
websites about a single person (or entity) that are typically updated daily
o Video Conferencing uses live audio and video Internet streaming to create
virtual meetings

Managing information
1. Dealing with information overload a condition in which information
2. Always on Call
3. Information security

Choice of Communication Channel

The model of media richness helps explain an individuals choice of communication

channel - channels vary in their capacity to convey information

Characteristics of Rich Channels, such as face-to-face conversation:

Handle multiple cues simultaneously
Facilitate rapid feedback
Are very personal in context
High performing managers are tend to be very media-sensitive

Copyrighted by Studev MSS FEUI 2013

Improvement Is A Proof!

Barriers to Effective Communication

1. Filtering
A senders manipulation of information so that it will be seen more favorably by the
receiver.
2. Selective Perception
People selectively interpret what they see on the basis of their interests, background,
experience, and attitudes.
3. Information Overload
A condition in which information inflow exceeds an individuals processing capacity.
4. Emotions
How a receiver feels at the time a message is received will influence how the message is
interpreted.
5. Language
Words have different meanings to different people.
6. Silence
- Defined by the absence of information
- Silence is less likely where minority opinions are treated with respect, work
group identification is high, and high procedural justice prevails.
7. Communication Apprehension
Undue tension and anxiety about oral communication, written communication, or both
8. Gender Differences

9. Politically Correct Communication

- Communication so concerned with being inoffensive that meaning and simplicity
are lost or free expression is hampered
- Certain words stereotype, intimidate, and insult individuals.
- In an increasingly diverse workforce, we must be sensitive to how words might
offend others.
o Removed: handicapped, blind, and elderly
Copyrighted by Studev MSS FEUI 2013

Improvement Is A Proof!

o Replaced with: physically challenged, visually impaired, and senior.

Removing certain words from the vocabulary makes it harder to communicate
accurately.
o Removed: garbage, quotas, and women.
o Replaced with terms: postconsumer waste materials, educational equity,
and people of gender.

Global Implications
A. Cultural Barriers
Caused by :
1. Semantics: some words arent translatable between cultures
2. Word Connotations: some words imply multiple meanings beyond their definitions
in different languages
3. Tone Differences: the acceptable level of formality of language. In some cultures,
language is formal, in others, its informal.
4. Differences in tolerance for conflict and methods for resolving conflicts: the
differences between people who tend to be individualist and collectivist in solving
the conflicts
B. Cultural Context
- The importance of social context to meaning

C. A Cultural Guide
To reduce your chance of making a faux pas in another culture, err on the side of
caution by:
a. Assuming differences until similarity is proven
b. Emphasizing description rather than interpretation or evaluation
c. Practicing empathy in communication
d. Treating your interpretations as working hypotheses

Copyrighted by Studev MSS FEUI 2013