Communication in the Office

8/11/2019 Communication in the Office

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Communication in the Office


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Communication Method


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Segments in the CommunicationProcess

The complete communication process consists offour segments: the sender, the message, thereceiver, and the response.

SENDER creates a message with an idea of the response he or

she hopes to evoke. The quality of message isinfluenced by the personal characteristics of thesender: intelligence level, education level, culturalbackground, writing and speaking skills, attitudes,feelings, dispositions, beliefs, and values. The


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Message has two kinds of information: the substantive as

well as the subjective . It is in the subjectiveaspect that the feelings, attitudes, and values ofthe receiver influence the way message isreceived.


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RECEIVER of the message also possesses a unique set of

personal characteristics like the sender. Aresponse or reaction occurs whenever a messageis received. The receiver may react positively ornegatively. That response is called


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Feedback Unless there is a feedback, the sender will not

know that the message has been received. Theuse of the five channels or senses makes themessage clearer.


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The Channel

This is the means by which the rawinformation is expressed. This could includewords, pictures, body language, sounds,involuntary biological happenings and smellsamong many others.


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Noise

This refers to anything that may interfere withthe message being received, which mayequate to

physical noise such as loud music in a bar whentrying to have a conversation.


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Psychological noise like preconceptions,stereotypes and prejudice.

physiological noise i.e. When getting up to make a

speech in front of a room full of people thesweating, blushing and a dry mouth would likelyaffect the performance of the speaker, while inturn the audience might make judgments on thespeaker.


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Importance of Communication

Communication is the lifeblood of anorganization. Management acquiresinformation for decision making and controlthrough communication. Good interpersonalcommunication requires empathy (puttingoneself in anothers shoes to understand the

others point of view) and concern for others.


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The Flow of Communication Process

In the office, messages can flow upward,downward, or laterally within theorganization. They may be exchangedbetween individuals, between and amonggroups, or between an individual and agroup/s.


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Barriers of Communication Cont.

Lack of attention, interest, distractions, orirrelevance to the receiver.

Differences in perception and viewpoint.

Physical disabilities such as hearing problemsor speech difficulties.


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Physical barriers to non-verbalcommunication.

Not being able to see the non-verbal cues,gestures, posture and general body language canmake communication less effective.

Language differences and the difficulty inunderstanding unfamiliar accents.


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Expectations and prejudices which may leadto false assumptions or stereotyping. Peopleoften hear what they expect to hear ratherthan what is actually said and jump toincorrect conclusions.


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Cultural differences. The norms of socialinteraction vary greatly in different cultures,as do the way in which emotions areexpressed. For example, the concept ofpersonal space varies between cultures andbetween different social settings.


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Poor Listening Habits Doing all the talking do not monopolize the

conversation by doing all the talking. Do not tellpeople what their problems are and how to solvethem.

Interrupting saying I know what you meanbefore the other person finishes speaking isanother listening problem.

Avoiding eye contact although people listen withtheir ears, they judge whether the receiver islistening by looking at his her eyes. Maintain eyecontact


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Showing boredom do not play with a pencil, fix your hair,doodle, shuffle papers, wipe your glasses, or play withsome objects while the other person is speaking. Actingrushed or looking at your watch are also signs of boredom.

Allowing telephone interruptions do not make incomingor outgoing telephone calls while someone is speaking. Itmakes the other person feel unimportant.

Being easily distracted looking out at the window to see ifanything is more interesting or being distracted by externalnoise, passersby, or overhearing another conversation.

Communication in the Office

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