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Communication
Defined as the exchange of meanings between and among individuals through a shared system of symbols (verbal and nonverbal) that have the same meaning for both the sender and the receiver of the message (Vestal, 1995)
Channels of Communication
Upward
Downward
allow employee input staff satisfaction high supervisor passes up bias and filtering increase as information passes upward staff meetings, suggestion box
Spatial distance Different subgroups or subcultures Differing authority and work structures Organizations are in a constant state of flux
Understand the structure of the organization. Communication is not a one-way channel. Keep communication clear, concise, and simple. Sender should seek feedback regarding accuracy. Use multiple communication methods. Dont overwhelm with unnecessary information.
Weather conditions Temperature Timing Organizational climate Internal Climate Values Feelings Temperament Stress levels of sender and receiver
Communication Modes
1.
2.
3.
Grapevine Communication
Flows haphazardly among people at all levels of the hierarchy and usually involves 3 to 4 people at a time Subject to error and distortion because of the speed at which it passes Sender has little formal accountability for the accuracy of the message
Telephone Communication
Rapid Allows receiver to clarify message at time it is received Does not, however, allow the receipt of nonverbal messages for either the sender or the receiver
Memos should make the main point in the beginning. Only essential information should be included in the memo. The memo should be written simply, without inflated or authoritarian language. Headings should be used in the memo to direct the reader to specific issues.
Listening
The average person spends 70% of his or her time listening, but only 33% of messages are retained. Good listening skills are as important as good verbal skills to the manager. Good listening skills take ongoing effort.
Space Environment Outward appearance Eye contact Body posture Gestures Facial expression Timing
Interpersonal Communication
Other interpersonal communication skills
Assertive Communication
A way of communicating that allows people to express themselves in direct, honest, and appropriate ways that do not infringe on another persons rights
Passive Communication
Occurs when a person suffers in silence, although he or she may feel strongly about the issue Nonassertive
Aggressive Communication
Expressing oneself in a direct and often hostile manner that infringes on another persons rights Generally oriented to winning at all costs
Passive-Aggressive Communication
An aggressive message presented in a passive way Limited verbal with incongruent nonverbal behavior
All behavior is either assertive or passive. To get what you want, all you have to do is be assertive. Being assertive will:
Increase the odds of getting what you want Increase your self-esteem
Virtual Communication
Electronic mail Fax Teleconferencing Pagers Internet CD-ROM Networked systems
Confidentiality
Confidentiality is expected regarding sensitive personal communications between managers and subordinates. Computerized patient records require confidentiality.