Post on 14-Aug-2015
MANAGING
COMMUNICATIONS Human Behavior in Organization
Professor Melvin Vitug Moraga
Learning Objectives
To understand:
The two-way communciation process
Barriers to communication
Factors leading to effective communciation
Downward and upwad communciations
problems
Introduction
Communication is ...
Communication travels ...
upward, downward, laterally
an ever-present activity
how people relate to one another and combine efforts
necessary for the health of organization
Introduction
Listening and humility are
important parts of the
communication process
Communication Fundamentals
Communication is the transfer of information
understanding from one person to another person
The goal is for receivers to understand
the message as it was intended
Two people are required
Communication Fundamentals
There is no communication until a message is ...
receive
interpreted
understood
The Importance of Communication
Organizations cannot exist without
Coordination of work
Input to management
Instructions
Cooperation
Feelings and needs
The Importance of Communication
Every act of communication influences the
organization is some way
effective communication
encourages better performance
Open communication is better
than restricted communication
informed employee usually respond favorably
open-book management is open and
transparent
The Importance of Communication
Managers ...
initiate communication and pass messages on
interpret communications for employees
need timely, useful information
to make sound decisions
Two Way Communication Process to be continued
Communication Barriers (Noise)
Personal barriers – emotions, values, and poor listening
Psychological distance – emotional separation
Physical barriers – occurs in environment
Proxemics
Semantics
Jargon
Slang
Translation
Inference
3 Communication Symbols
Words
Context provides meaning
Social cues – positive or negative bits of information that influence how people react to a communication
Pictures
used to clarify word communication
Action known as nonverbal communication
handshake, smile, facial reaction
Non-Verbal Communication
Key Points
Failure to act is a way of
communicating
Actions speak louder than words
Credibility gaps cause problems
Body language provides meaning
Downward Communcation
Managers who communicate successfully are...
Sensitive to human needs
Open to true dialog with
employees
Flashy but often ineffective communication methods
Powerpoint presentations
Elaborately planned meetings
Downward Communcation
Prerequisites
Develop a positive communication attitude
Get informed
Plan for communication
Develop trust
Problems
Communication overload
Acceptance of communication
- quality is preferable to quantity
Downward Communcation
Communication Needs
Job instruction – needed to undertake task appropriately
Realistic job previews – giving of samples of organizational reality
Performance feedback – helps them know what to do and how they are meeeting the goals
News – fresh and timely farming out of information
Social support – perception that they are caredf for, esteemed and value
Upward Communcation
A flow of communication from employees going to management
Problems
Delay
Filtering
Silence
Need for a response
Distortion
Common Problems
Upward Communcation
Upward Communication Practices Questioning
Listening
Employee meeting
Open-door policy
Management by walking around
Participation in social groups
A policy stating what kind of information are desired to build better upward communication
Guidelines for Effective Listening
Stop talking!
Put the talker at ease
Show that you want to listen
Remove the distraction
Emphatize with the talker
Be patient
Hold your temper
Ask relevant questions
Stop talking!
Other Forms of Communcation
Lateral Forms of Communication
Cross-communication
Boundary spanners
Networkinh
Ombudsperson
Electronic communicatoin
Electronic mail
Blogs
Virtual offices
Informal Communcation
The Grapevine
Co-exist with the formal communication system
Includes all informatio communication
Can be both inside and outside organization
Rumor
Lateral Forms of Communication
Often used as a synonym for “grapevine”
Information communicates without verification
Generally incorrect
Prompted by interest and ambiguity
Subject to filtering and elaborating
Types of Rumor
Historical and explanatory
Spontaneous and action-oriented
Posittive or negative
Case: A Breakdown in Communication Linda San Jose, a single mother with three children, was hired as an order-entry clerk for a trucking firm. Her first two weeks on the job were spent in a special class from 8:00 A.M. to 4:00 P.M., where she learned how to sort, code, and enter the orders on the computer. An instructor worled with her constantly at first, and then less frequently as she gained skill and confidence. Linda was happy to have the job and enjoyed her work schedule. When the training was completed, she was told to report to the order-entry department the following Monday.
When she was first employed, either Linda failed to read and understand the printed information about her regular work schedule or perhaps the recruiter forgot to tell her that she was to fill a spot in a special shift that worked from 4:00 A.M. until noon. In any case Linda failed to report to work on the early schedule on the first day of the regular work. When she did arrive at 8:00 A.M. her supervisor criticized her for lack of responsibility. Jose responded by saying that she could not work the early shift because she had to prepare her children for school, and she threatened to resign if she could not work on the later shift. Because of the heavy workload and a difficult labor market, the supervisor needed Linda to do the job, yet had no room for her in the 8:00 A.M. to 4:00 P.M. shift.
QUESTIONS:
1. Anlayze the communication problems in this case. Discuss ideas such as upward and downward cummunication, listening and feedback.
2. Explain how you would handle the employment situation at the end of the case. What ideas from the lesson could be applied to help resolve this problem?