the quality of your life is the quality of your communication ~ both with yourself & others...
TRANSCRIPT
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THE QUALITY OF YOUR LIFE
IS THE QUALITY OF YOUR COMMUNICATION ~
BOTH WITH YOURSELF & OTHERS
COMMUNICATION SKILL
Rebuild Your Life Rebuild Your Life
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Don’t curse the darkness light a
candleChinese Proverb
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Sharing of Resources
"A candle loses nothing by Lighting
another candle"
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6
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If you have your sight, you are blessed.
If you have insight, you are a thousand times blessed.
Words Are Energy
Never use words like defeats, failure & problem. Always talk of “Hope, Belief, Faith, Victory & Success.”
When you use a Positive word, a wave of Positive word, engulfs you, raising your Energy Levels & Putting you in a
“Winning Frame of Mind.” Words are Energy use
them in your favor!!
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To be conscious that you are ignorant is a great step to
knowledge.
- Benjamin Disraeli
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Doing is Believing
"I hear and I forget. I see and I remember.
I do and I understand." (Confucius 551-479 BC)
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Communication
"He who wishes to talk well must first think well.”
"When you speak, your speech should be better than your silence would have been."
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New Style?
"I praise loudly. I blame softly.“ (Catherine the Great, 1729-1796.)
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Test of Intellect
"Whoever in debate quotes authority uses not intellect, but
memory." (Leonardo Da Vinci)
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Good Writing
"What is written without effort is in general read without pleasure."
(Samuel Johnson.)
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Bad Attitude of Employee
Don’t waste your time trying to change employees,
Who have bad attitudes Inn Pareen a Kaleesa koo Kaleesa say hatta doon
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"Great speakers are not born, they're trained."-- Dale Carnegie
"Perhaps you will forget tomorrow the kind words you say today, but the recipient may cherish them over a lifetime.“ Dale Carnegie
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Conversation with Wise Man
“A single conversation with a wise man is better than ten years of study.”--Chinese Proverb
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Light
Be a light, not a judge. Be a model, not a critic.
- Stephen Covey
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"Communication skills are the lifeblood of a successful life...if you plan on spending any time there..." -- Doug Firebaugh
"Communication is really all anyone ever gets paid for ultimately...and if you cannot effectively communicate...you will PAY...not get paid..."
-- Doug Firebaugh
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"Little deeds of kindness, little words of love, help to make earth happy like the heaven above."
Julia A. Fletcher Carney
Of all the things you wear, your expression is the most important
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"You are not only responsible for what you say, but also for what you do not say.“
– Martin Luther
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"Kind words can be short and easy to speak, but their echoes
are truly endless." - Mother Theresa of Calcutta
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ChallengeEFFECTIVE COMMUNICATIONEFFECTIVE COMMUNICATION
Management Process
External Environment
Customers Suppliers Stockholders Governments Community others
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Communication
Planning Organizing Leading Controlling
Purpose & Function of Communication
Mgrl Effectiveness Through Communication
You Spend Most of Your Time at Work Communicating. Your Success- Based on Strong Communication Skills. Communication Is Becoming in Increasingly Important In
Increased Globalization, Diversity Workplace Specialization.
Communication Tech Offers New Opportunities of Communicate More Often & More Efficiently Than Ever Before.
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Managerial Function of Communication
Managers have three basic jobs. Collect Information : Collect relevant info from
conversations, phone calls, memos, office memo, Reports, databases, & internet.
Convey Info & Decision : To inside & outside org through speeches, press releases, videos, memos, letters.
Promote Interpersonal Unity : Motivate people through speeches, conversations on lunch & on ceremonies & through walking around.
( garmoo ghamoo ka lahoo zooq a yaqan say)
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Toward Effective Communication
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Org goal
Goals-relatedbehavior
Communication network objectives
Communicationpolicies
Communication activities
Relationship of Communication Factors to Org Goals
Mgr as nerve centre in Info Processing Network
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Manager as monitorGathers external info
(through liaison role) form contacts, informers, peers,
& experts
Manager as monitorGathers internal info(through leader role)Form subordinates
Manager as nerve center in information-processing network
Mgr as disseminatorDistributes information
to subordinatesMgr as spokesperson
Need for Communication
• Very strong in Human beings
• Considered as a basic need, as in the case of eating, sleeping, etc.
• Established as both a social & individual need
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Need for Communication
• Very strong in Human beings
• Considered as a basic need, as in the case of eating, sleeping, etc.
• Established as both a social & individual need
Need for Communication
• Very strong in Human beings
• Considered as a basic need, as in the case of eating, sleeping, etc.
• Established as both a social & individual need
Interpersonal Communication
Three Broad TypesOral, Written, Nonverbal
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Oral Communication: Consists of all forms of spoken info\Most preferred type of communication used by mgrs. Mgrs prefer face-to-face & telephone communication to written
communication because it permits immediate feedback.
Written Communication: letters, memos, policy manuals, reports, forms, & other documents used to share info in org.
Nonverbal Communication Involves all messages - non language responses. Anything that sends message.
Mgrs often underestimate its importance. Hidden messages & can influence process & outcomes of face-to-face communication.
The Importance of Communication Skills as Expressed by Business Authorities
“Top executives from Fortune 500 companies rate communications skills as the most important quality for business leaders.”
New York TimesBusiness Section
“There may be no single thing more important in our efforts to achieve meaningful work and fulfilling relationships than to learn and practice the art of communication.”
The Art of LeadershipMax De Pree, Author
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Evidence of Communication Weakness in Business
“I’m surprised how so many people struggle with communication.”
--Michael Rook, Production ManagerHewlett Packard, San Diego, CA
“The first thing the H R Department did was give me a writing book.”
--Sam Reeves, IT ConsultantAMS, Denver, CO
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Cost of Correspondence
One page business letter that took 10 minutes to dictate cost between $13.60 and $20.52 in 1996.
Poor writing costs even more since it Waste Time. Wastes Effort. Jeopardizes goodwill.
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)
Communication is shared feelings/shared understanding.
If you can honestly achieve that goal, you are communicating.
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Who Is Responsible?
The Communicator.
How Much Is The Communicator Responsible?
60 Percent!
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Think > listen > talkwww.gyanbigyan.com
Why is communication
important ?
Why is communication
important ?• Inspires confidence
• Builds respect
• Helps make friends
• Reveals your ability to others
• Develops a distinct personality
• Inspires confidence
• Builds respect
• Helps make friends
• Reveals your ability to others
• Develops a distinct personalitywww.gyanbigyan.com
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We need to improve communication... as
70 % of our communication efforts 70 % of our communication efforts are:are:
misunderstood misunderstood misinterpreted misinterpreted rejected rejected distorted or distorted or not heardnot heard
Communication in OrganizationsChief Executive Officer
SalesManage
r
Legal Production Financal Enginering HR
PlantManager
PlantManager
PlantManager
Upward and downward communication
Horizontal or lateral communication
Diagonal communication
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PEOPLE ARE INFLUENCED,PEOPLE ARE INFLUENCED,PROBLEMS ARE SOLVED,PROBLEMS ARE SOLVED,CHANGES ARE FACILITATED,CHANGES ARE FACILITATED,EXCELLENT RELATIONSHIPS ARE DEVELOPED,EXCELLENT RELATIONSHIPS ARE DEVELOPED,DESIRED RESULTS ARE ACHIEVED, ANDDESIRED RESULTS ARE ACHIEVED, AND
SUCCESS IS ENSURED. SUCCESS IS ENSURED.
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PLAYS A VITAL ROLEPLAYS A VITAL ROLEIN DISCOVERING OURSELVES & IN DISCOVERING OURSELVES &
THE WORLD AROUND USTHE WORLD AROUND US
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IS NOT JUST GETTING IS NOT JUST GETTING THE MESSAGE ACROSSTHE MESSAGE ACROSS
BUT ITS BUT ITS ACCEPTANCEACCEPTANCE FROM ITS INTENDED RECEIVERSFROM ITS INTENDED RECEIVERSWHICH WHICH CAUSES CAUSES THE EXPECTED BEHAVIOURTHE EXPECTED BEHAVIOURFROM THE RECEIVERS FROM THE RECEIVERS OF THE MESSAGEOF THE MESSAGE
ONLY THEN, THE RECEIVERSONLY THEN, THE RECEIVERSWILL BE WILLING TO WILL BE WILLING TO CONVERT THE COMMUNICATIONCONVERT THE COMMUNICATIONINTO ACTIONINTO ACTION
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LISTEN TO,LISTEN TO,
OBSERVE &OBSERVE &
INTERPRETINTERPRETALL FORMS OF LANGUAGEALL FORMS OF LANGUAGEIS ESSENTIAL FORIS ESSENTIAL FOREFFECTIVE COMMUNICATIONEFFECTIVE COMMUNICATION
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Communicationis a two-way process
of giving and receiving infothrough one or more number of channels.
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CommunicationCommunication
Communication is the process of sending and
receiving messages
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Importance Of Communication
Organizational / Functional: greater info access & awareness
Improves coordination: reduces logical gaps Encourages cooperation: helps bring everyone in the
mainstream Gives a direction: to tasks and activities Morale and empowerment Decision making aid Speeds up oral processes Better focus on customer requirements Generates a greater sense of oral commitment &
involvement A Problem Solving Tool: by clarity, preciseness &
feedback
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What needs to be communicated
Information/data + Attitudes
Values
MoodsEmotions
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Communication is a process through which mgrs. coordinate, lead, & influence their
subordinates.
Ability to communicate effectively – considered by most mgrs. critical in
determining managerial success.
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Ability involves broad array of activities, “Reading, listening, managing & interpreting
info, serving clients, writing, speech-making, & use of symbolic gestures”.
Communication relates, directly to basic mgt functions.
Delegation, Coordination, & Org change & Development also Entail Communication.
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Essential Tool for People Who Want to Stay in Touch With Rest of World.
Developing “Reward systems &
interacting with subordinates” as part of Leading function etc
–Impossible w/o some form of
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Essential to: Establishing standards, Monitoring performance, & Taking
corrective actions. Pervasive part of virtually all managerial activates.
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The bridge between our separate realities is communication . . . To communicate is to relate."
-- Layne and Paul Cut right
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Communication in Org
In Enterprises, info must flow faster. Short stoppage on fast-moving production line -
costly - lost output. Production Problems communicated quickly for
corrective action Info increased - frequently causing info overload. Need more relevant info. Necessary to have for effective decision making. Getting info from mgrs’ superiors & subordinates - from depts & people elsewhere org.
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Communication skills can make or break
career of org.
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Elements of Communication
Communicator
Perception & Interpretation
Encoding
Message
Channel
Nonverbal
Communications
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Stimulus Filter
Destination
Message
Medium
Feedback
COMMUNICATION PROCESS
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Communication Process
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Sender Encodes Medium Decodes Receiver
Noise
Feedback
Noise
Social Context
Basic Element in Communication Process
Original Message
Average Average
Information Information
Loss Losswww.gyanbigyan.com
100 PercentTop mgt’s understanding
63 percent VP Understanding
56 percentGeneral mgr’s understanding
20 percentEmployee’s understanding
30 percent Unit mgr’s understanding
40 percentDivision mgr’s understanding
Percentage of Understanding lost in communication
FEEDBACK: Process of verifying messages & receiver’s attempts to ensure - message be decoded is what sender really meant to convey.
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Through feedback, communication becomes dynamic, two-way Process rather than just event.
Meant To avoid communication failure as it provides preliminary info to sender.
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Listening: Key to Understand
Mgr must avoid interrupting subordinates
& putting them on defensive. To elicit honest feedback,
mgr should develop atmosphere of trust & confidence
& Supportive Leadership Style, With de-emphasis on status.
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Dr. Sajid, Communication, Oct 2k8
Characteristics of Effective & Ineffective Feedback
Effective Feedback Ineffective Feedback
. Intended to help the employee.1. Intended to belittle the employee.
Specific. 2. General.
Descriptive. 3. Judgmental.
Useful. 4. Inappropriate.
Timely. 5. Untimely.
. Willingly heard by employee. 6. Makes the employee defensive.
7. Clear.7. Not understandable.
8. Valid. 8. Inaccurate.www.gyanbigyan.com
Noise
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Internal or external interference with or distraction form intended message.
Can cause distortion in sending & receiving of messages.
In addition to physical conditions-make communication more difficult-
Emotional states can also create noise..
Some Basic Truths about Communication
Meanings sent are not always received.Meaning is in the mind.Symbols of communication - imperfect.
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Elements of Good Talking
Voice Quality Talking Style Word Choice & Vocabulary Listening: Key to Understand Rushed, Never-listening mgr. will Seldom Get
Objective View of Function of Org.
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How to overcome Communication Roadblocks ?
• Effective Listening• Reading body language
• Effective Speaking• Skill Training
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The Process of Listening
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Types of ListeningActive vs. Passive Positive vs. Negative
What Kind is it? Appreciative Empathic Discriminative Analytical
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Effective Listening
Behaviors that support effective listening
Behaviors that hinder effective listening
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Effective Listening
Behaviors that support effective listening
• Maintaining relaxed body posture• Leaning slightly forward if sitting• Facing person squarely at eye level• Maintaining an open posture• Maintaining appropriate distance• Offering simple acknowledgements• Reflecting meaning (paraphrase)• Reflecting emotions• Using eye contact• Providing non-distracting environment
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Effective Listening
Behaviors that hinder effective listening
• Acting distracted• No response• Invalidating response, put downs• Interrupting• Criticizing• Judging• Diagnosing• Giving advice/solutions• Changing the subject• Reassuring without acknowledgment
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Importance of Listening
"There is none so blind as those who
will not listen."
(William Slater)
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Test of Listening
"If you don't agree with me it means you haven't
been listening.“ (Sam Markewich.)
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When people talk, listen completely. Most people never listen.
Franklin Delano Roosevelt
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"Listening looks easy, but it's not that simple. Every head is a world." ---Cuban proverb
"Do not save your loving speeches for your friends till they are dead;
do not write them on their tombstones, speak them
rather now instead." --- Anna Cummins
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Time, Empathy, & Concentration on communicator's
messages are Prerequisites for understanding.
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People want to be heard, want to be taken
seriously, want to be understood.
"Effective communications starts with listening." --Robert Gately
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Importance of Listening Exists as first verbal skill people learn Accounts for most of communication time Ranks hi in business Requires high in business Requires clear thinking, patience
motivation, & hard work Often overestimated in effectiveness
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Truly listening to someone is one of the greatest gifts we give to each other.
Listening from our hearts- open and waiting for the other to speak what is truly in their
heart - is a ministry of hospitality. It is holy work.
Speaking from the heart takes courage – to risk & be vulnerable with another."
Kay Lindahl www.gyanbigyan.com
Nature of Listening
SensingFilteringRemembering
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"How often could things be remedied by a word. How often is it left unspoken."-- Norman Douglas
"Silence is the training ground for the art of listening." -- Linda Douty,
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"Remember that silence is sometimes the best answer."
- Dalai Lama
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"Responsible Listening is speaking we do to prove to the other person that we understand what his or her total message said.
saves us from attacking & defending.
allows for no judgment of the other person's character.
Its only function is to present, what speaker meant at this moment, in this conversation.
Listening is suspension of judgments-
until we gain new info" Peter deLisser
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The Listening Process
Begins with symbols - entering receiver’s sensory world
Involves process of selective perceptionDepends upon listener’s (a) sensory limitations, (b) degree of alertness, (c) conditioningEntails Nervous system & filtering by
the mindContinues with search for ways to express
meaningEnds by sending message
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More & Less Effective Listening Skills
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Passive, laid back
Easily distracted
Asks no question
Has preconceptions
Disregards information
Assimilates information
Keeps open mind
Asks questions
Pays attention
Active, focused
Comparison of Non-listening & Active Listening
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Orientation toward others
Significant use of mind Good application of
etiquette Effective use of
principles of effect Consideration of
alternate messages Much empathy Intense attention to
meaning Emphasis on
understanding Much personal
involvement Focus on nonverbal
communication Results in rapport
Non-listening Active ListeningOrientation toward selfLittle use of mind (thinking)Lack of etiquetteInattention to principles of effectNo consideration of alternate messagesLittle empathyCasual attention to meaningEmphasis on winningLittle personal involvementInattention to nonverbal communicationResults in conflict
Improving Listening Ability
Commit to improve Focus attention Cultivate accuracy of filtering Concentrate on remembering Apply techniques
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Our first responsibility as effective listeners is to understand ourselves as communicators.
Just as the sources of the communication message
should be trained in self-intra personal communication, so, too, should listeners know
themselves." --- Carolyn Oakley
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The Ten Commandments of ListeningStop talkingPut talker at easeShow talker you want to listenRemove distractionsEmpathize with talkerBe patientHold your temperGo easy on argument and criticismAsk questionsStop talking
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“Writing is thinking on paper. Anyone who thinks clearly should be able to write clearly about any subject at all.”--William Zinsser, Author
On Writing Well
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Some Tips for Improving Written Communication
Many people fall into habit of using technical jargon that can be understood
only by experts in same field. Common problems in written
communications are that writers omit conclusion or bury it in report, are too
wordy, & use poor grammar, ineffective sentence structure, & incorrect spelling.
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Some Tips for Improving Written Communication
Use simple words & phrases.Use short & familiar wordsUse personal pronouns (such as “you”) whenever appropriate.Give illustrations & examples; use charts.Use short sentences & paragraphs.Use active verbs, as in “Mgr. plan…”Avoid unnecessary words.
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Orgl Skills
Three orgl skills - Enhance comm effectiveness for both sender & receiver – a. Follow upb. Regulating info flow c. Understanding richness of different media. Following up simply involves checking at later time to be sure that message received & understood. Regulating information flow –sender or receiver takes steps to ensure that overload does not occur.
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Managing Communication Within Diverse Orgs
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Communication permeates every org. Some messages are clear effective; others cause confusion & errors. some messages sent throughout org contain misinform or secret info- impede org processes.Formal communication follows chain of command & is recognized as official.Vertical Info: Flow of info both up & down chain of command. Involves exchange of message b/w two or more levels in org.
The more elaborate our means of communication, the less we communicate.
-Kin Hubbard
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Flow of communication
At the workplace* Upward
From subordinates to superior* Downward From superiors to the subordinates* Lateral From one employee to another
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Types of communicationTypes of communication
Formal
Informal
COMMUNICATION NETWORKS
Formal communication network : follows the hierarchical structure of the organization, or the "chain of command."
Informal communication network: involves communication that follows the "grapevine."
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Formal CommunicationFormal Communication
Workers
H E A D
Managers Managers
Workers Workers
Efforts at coordination
Info
rmat
ion
Instru
ction
s and
directives
Workers
Formal Communication Channels.
Official structure of an org.Typically shown by org chart of any org.
A box -link in the Chain of Command. A line-for formal channel for
transmission. Type of Communication
Communicating among members of an org.Formal communication channels.Informal communication channels.
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Formal Communication Channels.
Downward information flow.
Upward information flow.
Horizontal information flow.
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DIRECTION OF COMMUNICATION DIRECTION OF COMMUNICATION FLOWFLOW
Downward communication flows from upper management down to the employees at lower ranks.
Job instruction IdeologyInformation Feedback
Upward communication is initiated by those at the lower levels of the organization
positive timelysupport current policy www.gyanbigyan.com
Downward Communication Flows from people at hi to lower levels in org hierarchy. Esp. in org with “Authoritarian Atmosphere”. Media for oral downward communication- instructions,
speeches, meetings, telephone, loudspeakers, even grapevine.
Memo, letters, handbooks, pamphlets, policy statements, procedures, electronic news displays.
Info lost/distorted -comes down chain of command. Top mgt issuance of policies- does not ensure
communication. Directives -not understood or read. Feedback essential for finding out whether info
perceived as intended. Downward flow of info through org- time-consuming. Delays - frustrating - top mgrs insist info sent directly
to person requiring it.
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Upward Communication
From subordinates to superiors - continues up hierarchy.
Hindered by mgrs. in communication chain - filter messages - transmit info- unfavorable news to bosses.
Objective transmission of info essential for control.Upper mgt. needs to know production performance, marketing
info, financial data, what lower-level employees thinking. Primarily nondirective - found in participative -democratic orgs. Suggestion systems- appeal - grievance procedures,
complaint Systems, Counseling sessions, joint setting of objectives, Grapevine, group meetings, practice open-door policy,
oral Questionnaires, exit interviews, ombudsperson.
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Upward Communication
Ombudsman-. Originated in Sweden, - civil servant to investigate complaints about fed bureaucracy.
Companies established position for person - investigates employees’ concerns.
Anheuser-Busch, Control Data, GE, McDonnell Douglas & AT&T few companies using ombudsperson in 1986, suggesting workers trust person.
Position provide “Valuable Upward Communication Link” - front-page scandals & legal costs by grinning improprieties - attention of appropriate person before problems.
Effective communication requires environment - subordinates feel to communicate.
Org climate influenced by upper mgt. creating free flow communication rests with superiors.
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CHANNELS OF CHANNELS OF COMMUNICATIONCOMMUNICATION
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Face to Face Interactive TV - high speed connections (two way) Video-Voice / Data Channel (one way) Telephone E-mail Personal written correspondence Formal written message Public speaking Data Reports Broadcast e- mails / reports
DepartmentManager
Supervisor Supervisor
Formal & Informal Common networks in a Formal & Informal Common networks in a Div of a Small Mfg. CompanyDiv of a Small Mfg. Company
Navy Solid Lines = Formal NetworkCoral Dashed Lines = Informal Network (at a moment in time, for they change often)
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Formal Communication Channels.
Distortion: misunderstanding or communication errors at different communication links in the chain.
To reduce distortion reduce number of levels in the structure.
Flat structure & wide span of control. Fragmented info. (isolated), Less flexibility. Informal Communication Channels. Grapevine: Supplements formal channels. 80% of info that travels around through grapevine is
business related & 75_95% is accurate. Informal channels increase as organization has closed
formal channels.
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Common Grapevine Chains Found in Org
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Gossip Chain(One person tells many)
Cluster Chain(Many people tell few)
• rationale for doing jobs• organization’s policies, practices• performance appraisals• sense of mission
Vertical: Downward
Vertical: Upward• reports on work, progress• unsolved problems requiring managerial assistance• Suggestions and ideas• Subordinates’ feelings about jobs, co-workers, the organization
COMMUNICATION PATTERNS
Horizontal• task coordination• information sharing• problem solving• conflict resolution• peer support www.gyanbigyan.com
TM 14-6
CENTRALIZED COMMUNICATION NETWORKSY X Chain
Circle All-channel
Xx
x
DECENTRALIZED COMMUNICATION NETWORKS
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External Communication Network.
Communication in and out of an organization.
Types:Formal contacts with outsiders Informal contacts with outsiders.
Devolution of responsibility. Performance based reward system.
Quality teams. Suggestion schemes. Special newsletters.
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Mgt by Wandering Around-Informal Commn
Popular form of informal communication Basic idea -some mgrs. keep in touch with what’s going on by wandering around & talking with people – immediate subordinates, subordinates far down organizational hierarchy, delivery people, customers, or anyone else who is involved with company in some way. Bill Marriott, frequently visits kitchens, loading docks, & custodial work areas when-ever he tours Marriott hotel. Claims that by talking with employee throughout hotel, he gets new ideas & has better feel for entire company.
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CHANNELS OF COMMUNICATION
VOCALVOCAL NON-VOCALNON-VOCAL
VERBALVERBAL SPOKEN WORDS WRITTEN WORDS
NON-NON-VERBALVERBAL
SIGH FACIAL EXPRESSION
GRUNT POSTURE / GESTURE
INFLECTION SPATIAL RELATIONSHIP
Non-Verbal Communication:
People send messages to each other without talking.
They communicate through facial expressions,
head positions, arm and hand movements,
body posture, positioning of legs & feet, andthe way people use “space” www.gyanbigyan.com
Body Language
• Interpreting body language is vital in any communication process
• Observe the body movements and postures• Match the other person’s body language,
if appropriate and if required.
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Types of Nonverbal Communication
Body Language Space Time Para language Color Layout and Design
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Types of Nonverbal Communication:
Kinesic behavior,-body motion such as gestures, facialexpressions, eye behavior, touching,- Body movement.
Physical characteristics- body shape, physique, posture, height, weight, hair, & skin color.
Paralanguage- Voice quality, volume, speech rate, pitch, & laughing.
Environment- Building & room design, furniture & interiordecorating, light noise, & cleanliness.
Time-Being late or early, keeping others waiting, & otherrelationships between time & status.
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Reading Body Language
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Unspoken message Behavior
“ I’m nervous Clearing throat
Expelling air (such as “Whew!”)
Placing hand over mouth while speaking
Hurried cigarette smoking
“I’m superior to you.” Peering over tops of eyeglasses
Pointing a finger
Standing behind a desk & leaning palms down on it
Holding jacket leaps while speaking
Interpersonal Communication
From Advantages Disadvantages
Oral 1. Promotes feedback & interchange.
2. It easy to use
1. May suffer form inaccuracies.
2. Leaves no permanent record.
3. Seldom time for thoughtful response.
Written 1. Tends to be more accurate.
2. Provides record of communication.
1. Inhibits feedback & interchange.
2. Is more difficult & time consuming.
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Communication Audit
One way to improve communication in org is to conduct communication audit.
Such audit is tool for examining communication policies, networks & activities.
Organizational communication is viewed as group of communication factors related to organizational
goals.
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Communication Audit
One way to improve communication to conduct communication audit.
Such audit is tool for examining communication policies, networks &
activities.
Organizational communication is viewed as group of communication factors related to
organizational goals.
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COMMUNICATING THORUGH TECHNOLOGY
E-mail.Electronic meeting software.Video conferencing software.Whiteboard software.Group scheduling software.
The InternetInternet is a network of networks.
Network is a group of computers that are connected to share the information.
LAN-WAN.Concept of a PAPERLESS ORGANIZATION.
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Barriers to Effective Communication
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Despite its apparent simplicity, communication process rarely operates flawlessly.
Barriers interfere with organizational excellence.
Consequently, info transmitted form one party to another -Distorted, & communication
problems -result.
Communication -Barriers
Process BarrierEvery Step in Communication process is
necessary for effective communication. Blocked steps become barriers.Following situations:
Sender barrier. A management trainee with unusual new idea fails to speak up at meeting for fear of criticism.
Encoding barrier. A Boluchi-speaking factory worker cannot get Sindahi-speaking supervisor to understand grievance about working conditions.
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Process Barriers
Medium Barrier. After getting no answer three times &busy signal twice, customer concludes that a store’sconsumer hot line is waste of time.
Decoding Barrier. A restaurant mgr. does not understand unfamiliar computer jargon during a sales presentation for laptop computers.
Receiver barrier.
A mgr. who is preoccupied with preparation of budget asks clerk to repeat earlier statement.
Feedback barrier. During on-the-job training, failure of trainee ask anyquestions causes mgr. to wonder if any real understandingwhat is being taken place.
Choosing appropriate medium is especially important for mgrs. who must overcome physical barriers.
A mgr. with a soft voice can reach hundreds of people byusing a sound system.
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Physical Barriers
Sometimes physical object blocks effective communication.
For example, a Factory worker, who wears ear protectors probably could not hear someone yelling : “Fire!” Distance is another physical barrier.
Thousand of miles between New York & Islamabad & time-zone difference can complicate communication in a global org.
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Semantics is study of meaning of words.Words are indispensable, thought they can
sometimes cause a great deal of trouble.Mgrs. in such fields as accounting, computer
science, or advertising may become so accustomed to their own technical language that they forget that people outside their field may not understand them.
Unexpected reactions or behavior by others may signal a semantic barrier.
Psychological . & social barriers are probably responsible for more blocked communication than any other type of barrier.
People’s backgrounds, racial prejudice, distrust of opposite sex, or lack of self-confidence
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Distrust, Threat & Fear
Undermine communication.
In climate with forces, any message will be viewed with skepticism. Distrust can be result of inconsistent behavior by superior, or it can be due to past experiences -subordinate punished for honestly reporting unfavorable, but true, information to boss.
In light of threats – whether real or imagined – people tend to tighten up, become defensive, & distort information.
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Inadequateknowledge
Differences in interpretations
Languagedifferences
InappropriateUse of expressions
Ambiguity
Polarization
VERBAL
NONVERBAL
Conflicting signals
Differences in perception
Inappropriateemotions
Distraction
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Barriers Within Organizations. Info overload. Message complexity. Message competition. Differing status. Lack of trust. Inadequate structures. Closed communication climate. Unethical communication. Inefficient communication. Physical distraction. Incorrect choice of medium.
Media richness
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Info Overload
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Occurs when amount of info -process is exceeded.Mgr.'s responsibility in disseminator role is to filter large volumes of info & distribute it appropriately.Info overloaded lead to:
Failing to process or ignoring some of info.Processing info incorrectly.Delaying processing of info until info overload abates.Searching for people to help process some of info.Lowering quality of info processing.Withdrawing from info flow.
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