Managing Contemporary Information System

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Reason for Communication

• People found there was a real need to communicate.

• With that communication they realized their lives were better and more pleasant.

• They started to observe what were the best ways to communicate .

• After centuries of development, study and analysis modern day communication has revolutionized the way we send, share, connect, exchange, speak and impact people in today’s world.

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Communication as a Process

• Is a process in which people share information, ideas, and feelings.

• We use it to persuade, influence, inform, share, discover, and uncover information.

• Involves not only the spoken and written word but also body language, personal mannerisms and style- anything that adds meaning to a message.

• It is vital in all areas of our lives.

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Communication as a Process

• It is an exchanging of information through a common protocol.

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FEATURES PERSONAL PROCESS

OCCURS BETWEEN PEOPLE

INVOLVES CHANGE IN BEHAVIOUR

MEANS TO INFLUENCE OTHERS

EXPRESSION OF THOUGHTS AND

EMOTIONS THROUGH WORDS & ACTIONS.

TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE.

IT IS A SOCIAL AND EMOTIONAL PROCESS

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Effective and efficient communication:

– Effective communication• Occurs when the intended meaning of the sender is

identical to the interpreted meaning of the receiver.

– Efficient communication• Occurs at a minimum resource cost.

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Functions of Communication

• Control• Motivation• Emotional Expression• Information

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Ch. 1, Slide 8

The Communication ProcessBasic Model

2.Sender encodes idea in message

2.Sender encodes idea in message

3.Message travels over channel

3.Message travels over channel

1.Sender has idea

1.Sender has idea

4.Receiver decodes message

4.Receiver decodes message

6.Possible additional feedback to receiver

6.Possible additional feedback to receiver

5.Feedback travelsto sender

5.Feedback travelsto sender

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Elements of Communication

• Sender-Receivers– the people

• Messages– ideas and feelings to be shared

• Symbols ( something that stands for something else)– verbal, concrete, abstract, nonverbal

• Channels– the route traveled by a message– sound and sight (listen and look at each other)– the media (radio, records, television, newspapers,

magazines)• Feedback

– the response• Noise

– the interference• Setting

– Where the communication occurs04/18/23 9

Ch. 1, Slide 10

The Communication ProcessExpanded Model

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Communication Fundamentals

Direction:• Downward• Upward• Crosswise

Networks:• Formal vs. Informal

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Types of Communication

Downwards Communication : Highly Directive, from Senior to subordinates, to assign duties, give instructions, to inform to offer feed back, approval to highlight problems etc.

Upwards Communications: It is non directive in nature from down below, to give feedback, to inform about progress/problems, seeking approvals.

Lateral or Horizontal Communication: Among colleagues, peers at same level for information level for information sharing for coordination, to save time.

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HIERARCHY LEVEL

Executive Director

Vice President

A.G.M.

Manager

Supervisor

Forman

Supervisor 3Supervisor 1 Supervisor 2

Manager

Horizontal Comm.

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Types of Communication• Intrapersonal

– It occurs within a person. Occurs within us, involves thoughts, feelings, and the way we look at ourselves.

• Interpersonal– Communication where one person is interacting with another on

a one-to-one basis (usually informal)• Small-group

– A few people who meet to do a job or solve a problem.– Small enough for all to interact

• Public– A person sends a message to an audience.

• Ethical – That is honest, fair and considerate of other’s rights.

• Intercultural– Message sent to a group of people who share a distinct set of

norms.– When two or more people from different cultures interact.

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COMMUNICATION NETWORKS

Formal Network : Virtually vertical as per chain go command within the hierarchy.

Informal Network Free to move in any direction may skip formal chain of command. Likely to satisfy social and emotional

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Communication Networks

Chain Wheel All Channels

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Additional Types of Communication

• Formal and Informal• Diagonal• Persuasive• Vertical• Verbal and Non – verbal• Visual• Written• Internal and external

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Formal Communication

• Communications which are routed through what have been known as ‘official channels,’

• Ex: a written memorandum from a managing director to his / her departmental heads to call a meeting.

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Informal Communication

• Information is passed on by word of mouth among interested colleagues who have received it from various sources e.g. visits.

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Grapevine• Grapevine Characteristics

– Informal, not controlled by management.– Perceived by most employees as being more

believable and reliable than formal communications.

– Largely used to serve the self-interests of those who use it.

– Results from:• Desire for information about important situations• Ambiguous conditions• Conditions that cause anxiety

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Diagonal Communication

• There is no obvious line of authority through which a middle manager may want a service or job to be done.

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Persuasive Communication

• Information given with the idea to change or alter:

– an opinion– A thought– idea– belief– conviction– Principle – ECT.

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Vertical Communication

• The principal channel for routing directions, instructions and policies from top decision makers down through the organization to the people, who at various levels will implement them.

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Verbal Communication

• Includes speaking to another person over the telephone, face to face etc, in a discussion, debate, interview, presentation etc.

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Non-verbal Communication

• There is no spoken language e.g., eye contact, body language, sign language etc.

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Visual Communication

• There's an old saying that "a picture is worth a thousand words." 

Life would indeed be difficult without paintings, photographs, diagrams,

charts, drawings, and graphic symbols.  These are some of the reasons

why SHOWING is such an important form of communication.

• Most people understand things better when they have seen how they work.

• Involved, complex ideas can be presented clearly and quickly using visual aids.

• People retain information longer when it is presented to them visually.

• Visuals can be used to communicate to a wide range of people with differing backgrounds.

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Visual Communication

• Visuals are useful when trying to condense information into a short time period.

• Visual aids--used imaginatively and appropriately--will help your audience

remember more. Consider the following:

• People think in terms of images, not words, so visuals help them retain and

recall technical information.

• Visuals attract and hold the attention of observers.

• Visuals simplify technical information.

• Visuals may be useful in presenting technical information to a non-technical

audience.

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Written Communication

• When the message being sent is displayed in writing, e.g. email, letters, fax etc.

• Written materials often bear the greatest burden for the communication of new ideas and procedures.  Effective writing is the product of long hours of preparation, revision and organization. 

• Clear, vigorous writing is a product of clear, vigorous thinking.  Clarity is born of discipline and imagination.

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Internal and External Communication

• There are various methods of internal communication, which can be used in an organization.  These include notices, bulletins, newsletters, fax, letters, telephone, memos, communication by computer, face to face, reports, memorandums etc.

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Barriers to communication

• Noise• Inappropriate medium• Assumptions/Misconceptions• Emotions• Language differences• Poor listening skills• Distractions

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TO OVERCOME BARRIERS:

Learn to use feedback well.Be sensitive to receiver’s point of view. Listen to UNDERSTAND!Use direct, simple language, or at least use

language appropriate to the receiver.Use proper channel(s). Learn to use channels

well. Learn to use supportive communication, not

defensive communication.

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References

• Mary Ellen Guffey, Business Communication: Process and Product, 5e

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