62066552 Workplace Communication Management 20-01-2011

WORKPLACE COMMUNICATION

MANAGEMENT

WORKPLACE COMMUNICATION MANAGEMENT

Are you a good communicator?

Do you always chose the right words, when you give massage to other?

Do you always find out exactly what the other person want you to do, when you take massages from others?

This module will help you to learn, applications of communication in your workplace. Some of them are,

Ø Collect information, record it and hand it on to others

Ø Give and follow instructions

Ø Work in small group

Ø Use your time effectively

Kool Air

Kool Air

Installation

section

Canteen

Personnel section

Sales

Delivery

section

Design & Research

Office Administratio

n

Service

section

Production factory

Human Needs

Primary Needs Secondary Needs

FoodWaterSleepMaternal drive

Affiliation StatusAnd all the other needs

The Basis for Communication

The innate need of humans to associate their own kind

Communication (Definition)

Communication is the process of exchange of information between two or more peoples in a way that creates understanding

Sender

Initiates Message

Receiver

Receive message

Important Ingredients !

Need to have an information base

Being an exchange process, it makes communication

Inter personal

Dynamic

Transactional

The Dynamic aspect results in the following

1. Conflicts

2. Disagreements

3. Misunderstandings

Conflicts

This is a state where a person appreciates two situations at the same time which are NOT compatible

Disagreement

A state where two parties appreciate two different situations which are not compatible

Misunderstandings

A situation where the intentions of a person is understood and interpreted in a different way

Ch. 1, Slide 13

Mary Ellen Guffey, Business Communication: Process and Product, 6e

Barriers That Create Misunderstandings

§Bypassing§Poor listening skills§Differing frames of

reference§Lack of language skills§Emotional interference§Physical distractions

Ch. 1, Slide 14


© Pixland / Jupiterimages

Overcoming Barriers That Cause Misunderstandings

§Realize that communication is imperfect.

§Adapt the message to the receiver.

§ Improve your language and listening skills.

§Question your preconceptions.

§Encourage feedback.

The ultimate objective of communication is to bring about an understanding among the participants which will result in the modification of behavioral response

Importance of Workplace

Communication Management

Success of any organization to a very large extent depends on efficient and effective communication.

The communication failures have been largely responsible for disruption, frustration and even bankruptcy.

Every manager requires communication skills to help subordinates understand him.

It should be noted that majority of the problems which a manager faces everyday are arising due to lack of understand among the subordinates.

Such situation can be avoided through effective model of communication

Method of Communication

Oral Communication

Written Communication

Different Organizational Communication Methods

Verbal instructions, Meetings, Discussions, Presentations, Explanations

Memorandums, Letters, Reports, Forms

Banners, Posters, Coardings, Notice boards, Leaflets, Handouts

Piped music, Bells, Sirens

Logos, Symbols, Colours, Uniforms

Body language

Basic Communication Process

Sender

Initiates Message

Channel Medium of transformation

Receiver

Receive message

Feed Back

Sender

The person who conveys the massage is known as communicator or sender.

Must have some massage to communication.

Attempt to achieve understanding and a change in the behavior of the receiver, by initiating the massage

Thug to communicate arises from a perceived need to share information or feelings.

It may be an important need , such as teaching someone have to perform a certain task.

Sender:The person who conveys the massage is known as communicator or sender. He must have some massage to communication. By initiating the massage, the communicator attempt to achieve understanding and a change in the behavior of the receiver.

Thug to communicate arises from a perceived need to share information or feelings. This need may be little more than a desire to have social contact to converse. It may be an important need , such as teaching someone have to perform a certain task.

Handout

Symbols

Sender organizes his idea in to a series of symbols, words, signs etc., which we feels

This is known as encoding of message

That means converting ideas in to communicable codes which will be understood by the receiver of the massage.

Symbols:The sender of information organizes his idea in to a series of symbols, words, signs etc., which we feels, will communicate to the intended receiver or receivers. This is known as encoding of message, i.e. of converting ideas in to communicable codes which will be understood by the receiver of the massage.

Handout

Communication Channel

These are the paths and means by which a message is encoded from one person to another

It could also be said as the medium used to convey a message

Communication Channel is fertile concept that links the sender massage and the receiver. It also contributes to the quality and productive of communication

Consideration to choose a good communication

channel• Location of the receiver• The number of people involved• The importance of the message• Whether feedback is necessary• Speed of transmission of information• The cost of transmission• Opportunity to clarify misunderstandings• Ability to use nonverbal dimensions to

enhance communication

Channels of Communication

Verbal

Written

Technological

Ch. 1, Slide 27


Communication and Formal ChannelsWrittenMemos, lettersAnnual reportCompany newsletterBulletin board postingsOrientation manual

Electronic E-mail, Instant messaging Voicemail, Videoconferencing

Intranet

OralTelephoneFace-to-face conversationCompany meetingsTeam meetings

Channels:After encoding the massage the communicator chooses a medium or channel for sending the information. Communication channel is the route through which the message passes. It determines how communication is transmitted, such as personal conversation, letters, memoranda, reports, physical expression etc. A channel can also refer to the type of communication method used such as the telephone, micro computer, or mails.

Handout

ReceiverThe person who receives the massage is called receiver.

Communication process is incomplete without the existence of receiver of the massage.

Gets and tries to understand the message.

He decodes the massage.

Decoding is the process by which the receiver draws meanings from the symbols encoded by the sender.

If the receiver understands, he will take the necessary action and send feed-back information to the communicator.

This will bring two way traffic in the communication system.

Receiver:The person who receives the massage is called receiver. The communication process is incomplete without the existence of receiver of the massage. It is the receiver who gets and tries to understand the message. He decodes the massage. Decoding is the process by which the receiver draws meanings from the symbols encoded by the sender. If the receiver understands the massage and is willing to cooperate, he will take the necessary action and send feed-back information to the communicator. This will bring two way traffic in the communication system.

Handout

Feed-back§ It is the absolute measure of the success of the

communication process

§ The process is accomplished when communication completes a full cycle back to sender.

§ Feedback can be in the form of simple acknowledgement or it may require elaboration or an answer.

§ Feedback is essential as it helps clarity and reinforce the commonality of shared information, beliefs or values.

Feedback:The process is accomplished when communication completes a full cycle back to sender. Feedback can be in the form of simple acknowledgement or it may require elaboration or an answer.Feedback is essential as it helps clarity and reinforce the commonality of shared information, beliefs or values.

Handout

MessageIt is an ordered selection of symbols intended to communicate informationSelection refers to the models intended to use to communicate

Symbol are the elements relevant to the model chosen to communicate and how they are arranged

Lasswell’s communication modelThe Sender who is responsible to

present information

The Message which is the information itself

The manner/method in which the message is transmitted. These are called Communication Channels

The Receiver who is the recipient of the information

Feedback - The resulting behavioral changers brought about due to the acquisition of new information

Meaning of meaningProf. Ludwig Wittgenstein

No set of words are meaningful on its own

It is the context that gives meaning to a sentence

Accordingly what is important is the contextual meaning of language

There should have a Contextual Compatibility between the message and the mind set of the receiver

For this the Sender should have the competence to identify and formulate the information, such that it will achieve the Contextual Compatibility

Experience formulate the mind set of a person

This could be called the environmentally conditioned mental frame patterns of the individual

Association is the only means to get to know the mental frame pattern of an individualA

B

Barlo’s Communication modelWe learnt that the sender is responsible to make himself understandable to the receiver

As Means to achieving this, Barlo speaks of coding skills of the sender

According to Barlo, the sender should code the message to suit the environmentally conditioned mental frame patters of the receiver This will make the receiver easy to decode the message, resulting in good understanding

The coding skills of the sender is developed by associating the kind of people the receiver is

While for the receiver it will be much easier to decode the message of the sender (that is to understand) by associating the kind of people the sender is

Non Verbal CommunicationThis refers to the behaviour and bodily expressions that act as messages to impart additional information about the verbal message

Tone of voice, eye contact, facial expressions, uncertain mannerism and body positioning are all forms of nonverbal communication

Nonverbal communication indicates the communicator's emotions such as fear,joy, anger etc.

Non verbal behavior can affect communication in two ways1 It can serve as a message in itself

1 It can communicate a sub message about some other message

Communication is most effective an efficient when there is the appropriate blending and coding of verbal and non verbal dimensions of communication

The sender should observe the non verbal behaviour of the receive for clues regarding the degree of receptivity and understanding of the message

Ten Commandments for Good ListeningStop talking

Put the talker at ease

Show him that you want to listen

Remove distractions (do not shuffle papers etc.)

Empathize with him

Be patient (Do not interrupt verbally or looking pointedly)

Hold your temper

Do not argue or criticize

Ask equations for further clarifications

Effective listening occurs when you…

Do not make value judgmentsValue judgment is your disposition of the

goodness or badness of an issue or an eventListen to the full story

This needs patienceRecognize emotions and feelings

The implicit meaning are mostly found hereRe state other’s position

Clarifies to the sender that the receiver understands the sender wellQuestion with care

Encourages the continuity of speech and thought of the sender

Barriers to communication

Perception and reference groups

Ex: A group of people in favor or non favor. Our minds organize this stream of sensation into a mental map that represent our perception or reality. Your perception is unique and the ideas express by the two people are differ even both people are experience the same event.

Physical barriers

These barriers include in the communication media and related system. Some physical barriers in a work place includes: marked out territories, empires , closed office doors, barrier screens, separate areas for peoples with different status, large working areas, and working in one unit that is physically separates from others. Interference and noise are the other important physical barriers

Barriers to communicationThe effect of emotions

Ex. Angry face, tone & Patten of voice statements. Also it includes fear, mistrust and suspicion. The root of our emotional mistrust of others lie in our childhood and infancy when we were taught to be careful what we said to others.Cultural barriers

When we join a group and wish to remain in it, sooner or later we need to adapt the behavior patterns of the group. These are the behaviors that the group accept as signs of belonging.

Barriers to communicationLanguage barriers

Language that describes what we want to say in our terms may represent barriers to others who are not familiar with our expressions, buzz-words and jargon.

Word means deferent things to different group of peoples. (contextual meaning) Ex. I love you

Gender barriers

The speech patterns used by man and woman are deferent. In childhood, girls speak earlier than boys.

Barriers to communicationInterpersonal barriers

Absence of interpersonal contact (Withdrawal)

Meaningless, reiterative routings (Rituals)Fill up time with others (Pastimes). Ex. Social

activitiesFollow the rules and procedures of contact

but no more (working activities)Manipulative interaction which are about

winning and losing (Games)Interpersonal contact where there is a high

level of honesty and acceptance of yourself and others.

Barriers to communicationIncorrect filtering

Filtering is screening out before a massage is passed on to someone else. Some filters between sender and receiver are receptionists, assistants, secretaries and answering machines etc.

Poor listening

Lack of attention from receiver’s part, difficult to understand or do not listen well etc.

Differing background

Ex: Age, education, gender, social status, economic position, cultural background, health, beauty, popularity, religion, political belief etc.

Barriers to communicationSome other personal barriers are

Hearing that we expect to hear

Ignoring information that conflicts with what we already know

Evaluating the source (Sirasa TV, National, ITN)

Mental closure (When part is saying, say the other part by the receiver)

Overcoming Barriers to Effective CommunicationEncourage open, trusting environment for interaction and FeedbackFace to face communicationWritten communicationDevelop writing skillsMultimedia communicationProjection (Think what you received if you are in the position of receiver)Careful timing (Need time gap to understood to the receiver. People listen when they are motivated to hear)Use direct and simple language

Ch. 1, Slide 54


Overcoming Barriers to Effective Communication

n Flatten the organizational structure.

n Establish hotline and ombudsman programs.

n Establish fair reward system for individual and team achievement.

n Encourage full participation in teams.

n Improve listening skills

Ch. 1, Slide 55


Five Common Ethical Traps to Avoid on the Job

1. The false necessity trapConvincing yourself that no other choice exists

1. The doctrine of relative filthComparing your unethical behavior with someone else’s even more unethical behavior

1. The rationalization trap Justifying unethical actions with excuses

Ch. 1, Slide 56


Five Common Ethical Traps to Avoid on the Job

4. The self-deception trapPersuading yourself, for example,that a lie is not really a lie

4. The ends-justify-the-means trapUsing unethical methods to accomplish a desirable goal

Communication in an Organization

There are different strata's of authority and responsibility. There is a continuous communication between these strata's as well as among the same levels

Ch. 1, Slide 58


Information Flow in Organizations - Formal Channels

Downward flow

Upward flow

Managers Supervisors

Subordinates Supervisees

Cow

ork

ers

Cow

ork

ers

Horizontal flow

Downward communicationCommunication down and along the chain of command

This is usually done by Giving directions and instructions to the subordinates

Provide information about organizational policies and procedures

Provide feedback to the employees on their performance

Provide information about the goals of, news about and changers in the organization

Upward Communication

This is communication from the subordinates to their superiors

This one of the most difficult types of communication

Upward communication helps to ensure that the employees understand job directions and the behaviour of the managers expect out of them. It also helps the managers to learn about the moral of their employees and their feeling about work

Horizontal Communication

This is communication between peers

This is essential to see that the work is well coordinated

Meeting and the distribution of written reports are possible channels, but the most effective is the informal channel

There could be inter branch conflicts in an organization. Effective horizontal communication is essential to prevent or resolve this form of conflicts. Organizations should emphasize horizontal communication to link branches and people

The two way communication described do not happen separately and discreetly in an organization. There are three different types of two way communication that takes place in an organization giving rise to a kind of communication networks in an organizationCommunication networks are the number and structural arrangement of communication channels in an organization

One way communication

In one way communication feedback is not possible

Two way communication - 1

Leader talks to the subordinates and the subordinates could talk back to the leader.

The subordinates could not talk to each other

Two way communication - 2

It is difficult or impossible to keep people completely separated. They will talk to each other. There will be multiplicity of communication channels

Group effects of communication networks

1. Group decision making

2. Informal group leadership

3. Group member satisfaction

Group decision making

Round table conferencing

Vs

On member collecting information / views and finally making the decision

Informal group leadership

Information is passed to the informal group leader. He will disseminate the information among the members. Individual member goes to the leader to seek for information

Group member satisfaction

Member will compete to get the information first with a view to become the informal leader

Ch. 1, Slide 71


Information Flows in Organizations - Informal ChannelsThe grapevine grapevine, gossip from the break room to the water coolerCarries unofficial messagesFlows haphazardlyCan be remarkably accurateIs mostly disliked by managementThrives where official information is limited

COMMUNICATION POLICIESCommunication policies may include

guidelines and practices. They should outline the organisation’s:

1. Lines of communications or channels2. Responsibilities and expectations of

how staff gather, use and disseminate information

COMMUNICATION POLICIESHow can we encourage open communication? Staff representatives on management

committeesMakes sure that workers have a voice in

management issuesIt encourages staff attendance at meetingsProvides an appropriate channel for gathering

and sharing information between staff and management

Helps to break down barriers to communication

COMMUNICATION POLICIESAn open door policy shows that:

Information issues can be discussed openly and honestlyYou are approachable and supportive

COMMUNICATION POLICIESOther policies may include:Regular staff meetingsFeedback from staff meetingsDistribution of newslettersMinutes from meetings

Communication ToolsTelephones & telephone tips

Pagers and pager tips

Facsimile and facsimile tips

Cell phones

Internet

e mail, e channeling and online chat tools

Some Other Businesses Communication Tools areAdvertising

Promotion campaign

Public relation activities

Direct marketing

Computer software

Auxiliary products like digital cameras, scanners, and wireless transmission devices

62066552 Workplace Communication Management 20-01-2011

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Transcript of 62066552 Workplace Communication Management 20-01-2011