MGMT310 CH 13

Communicating

Communication

The transmission of information and meaning from one party to another through the use of shared symbols.

One-Way Communication

A process in which information flows in only one direction— from the sender to the receiver, with no feedback loop.

Steps of One-Way Communication

1. Sender has a “meaning” to communicate and encodes the meaning into symbols.

2. Sender then transmits message through some channel.

3. Receiver decodes message and interprets its meaning.

4. Receiver may provide feedback to sender by encoding a message in response.

noise

Communication process is often hampered by _______________.

• Anything that interferes with accurate communication.

• Examples: phone interruptions, thoughts about other things, fatigue, or stress.

Two-Way Communication

Process in which information flows in two directions: receiver provides feedback, and sender is receptive to the feedback.

• Example: A manager’s email invites the receiver to reply with any questions.

More difficult and time-consuming than one-way communication, but more accurate.

Communication Pitfalls

Sender’s intended message does not always get across to receiver.

• Encoding.

• Decoding.

• Transmission.

Errors can occur at every stage:

Perception

• Process of receiving and interpreting information.

• Subjective, and subject to bias.

Filtering

• Process of withholding, ignoring, or distorting information.

• Both senders and receivers.

Mistaken Perceptions

• Sending mixed signals is inadvertent.

• Different people attend to different things, interpret the same message differently.

• Cross-cultural differences magnify these difficulties.

Strategies to Avoid Misunderstandings:

1. Ensure the receivers attend to the message being sent.

2. Consider the other party’s frame of reference and attempt to convey the message with that viewpoint in mind.

3. Take concrete steps to minimize perceptual errors and improper signals in sending and receiving.

4. Send consistent messages.

Oral Communication

Includes face-to-face discussion, telephone conversations, videoconferences, and formal presentations.

• Feedback is immediate and direct.

• Receiver can sense sincerity.

• More persuasive.

• Can be less expensive.

Written Communication

Includes texts, emails, memos, letters, reports, training materials, and other written documents.

• Allows for revision.

• Permanent record.

• Message remains the same.

• Receiver has more time to process.

Face-to-face

_______-___-________ communication can be more effective than other channels when you want to receive immediate feedback or present your ideas in a persuasive manner.

Digital media

_______________ ___________ tools are widespread in business.

• Online team collaboration and communication platforms.

• Teleconferencing and videoconferencing.

• Social media.

• Blogging.

Advantages of Digital Media

• Allows information to be shared rapidly with large numbers of stakeholders.

• Enables routine messages to be delivered with speed and efficiency.

• Reduces time and expenses related to traveling, photocopying, and mailing.

• Encourages more people to participate and share their ideas with others.

• Leaves a permanent record of communication for later reference.

Disadvantages of Digital Media

• May not be effective for solving some types of complex problems.

• Prevents interpretation of subtle nonverbal cues conveyed by the sender.

• Engenders less trust among users than face-to-face communication.

• Messages can hurt feelings, be insensitively worded, or be intentionally hurtful.

• Sensitive or private information can be leaked or sent to the wrong recipient.

Managing Digital Communication

• Separate the truly important from the routine.

• Don’t get in the habit of hitting “reply all”.

• Organize by creating email folders sorted by subject, priority, or sender.

• Ask coworker to check non-routine emails before sending.

• Don’t hit “send” unless you’d be comfortable having your email on the front page of a newspaper, being read by your family, or seen by a competitor.

Hybrid Work / Working Remotely

• Recent shift to remote and hybrid work situations.

• Benefits include saving money on rent / utilities, better hiring and retention of talented people.

• Long-term impact on productivity and morale is unknown.

• Loss of too many “human moments”.

Media Richness

The degree to which a communication channel conveys information.

• Send difficult or unusual messages through richer media.

• Send simple and routine messages through less rich media.

• Use multiple media for important messages.

More Rich Media

Face-to-face conversation, videoconference, and phone call.

Less Rich Media

Email, text, blog post, and memo.

Improving Communication Skills

• A demonstrated ability to communicate effectively makes you a more attractive job candidate.

• Many strategies to improve skills exist for both senders and receivers.

Presentation and Persuasion Skills

• Consider persuasion a process of learning from each other and negotiating a shared solution.

• Demonstrate authenticity through nonverbal and verbal cues.

Writing Skills

• Use clear and logical thinking.

• Strive for clarity, organization, readability, and brevity.

• Take time to revise.

• Be specific and concrete.

Language

• Simplicity is usually best.

• Consider the receiver’s background.

• Word meanings vary by culture.

• Learn the local language.

Nonverbal Signals

Convey information about emotions, power, and relationships.

• Send positive nonverbal signals:

  • Use time appropriately.

  • Make office arrangement conductive to open communication.

  • Remember body language.

countries

Nonverbal signals vary in different ___________________.

• Must correctly interpret the nonverbal signals of others.

• Silence has different meanings.

Reflection

A process by which a person states what they believe the other person is saying.

Effective Listening Techniques:

• Find an area of interest.

• Judge content, not delivery.

• Hold your fire.

• Listen for ideas.

• Be flexible.

• Resist distraction.

• Exercise your mind.

• Keep your mind open.

• Capitalize on though speed.

• Work at listening.

Reading

• Reading mistakes are common and costly.

• Read important messages as soon as possible.

• Read materials outside your immediate concerns.

Observing

• Effective communicators are skilled at observing and interpreting.

• Useful observations come from visiting people, plants, and other locations to get a firsthand view.

• Must accurately interpret what you observe.

Organizational Communication

• Affects individuals, relationships, groups and teams, and entire organizations.

• The flow of information impacts performance at every level.

Downward Communication

• Information that flows from higher to lower levels in the organization’s hierarchy.

• Difficulties may arise from information overload, lack of openness between managers and employees, and filtering.

Important Functions of Downward Communication:

• Helps employees identify with the company.

• Improved attitudes.

• Helps make decisions consistent with the organization’s objectives.

Coaching

Dialogue with a goal of helping someone become more effective abd achieve their full potential on the job.

Upward Communication

• Travels from lower to higher ranks in hierarchy.

• Filtering suppresses bad news.

Important Functions of Upward Communication

• Management gains a more accurate picture.

• Employees can communicate upward.

• Facilitates downward communication.

Managing Upward Communication

• Facilitate and motivate upward communication.

• Consider MBWA (management by wandering around)

• Useful upward communication must be reinforced, not punished.

• Exercise voice.

Using Your Voice

Speaking up with good intentions, rather than remaining silent.

Horizontal Communication

Information shared among people on same hierarchical level.

• When decisions in one unit affect another, information must be shared horizontally.

• Effective managers encourage and facilitate upward and ___________________ communication.

Important Functions of Horizontal Communication

• Allows units to share information, coordinate work, and solve mutual problems.

• Helps resolve conflicts.

• Provides social and emotional support.

Informal Communication

• Grapevine

• Listen to it, but evaluate before believing what you hear.

Grapevine

Social network of informal communications.

Important Functions of Informal Communication

• Provides people with information.

• Helps them solve problems.

• Teaches them how to do their work successfully.

Rumors

• A manager hearing a story that could get out of hand should talk to the key people involved to get the facts and their perspectives.

• Dispel uncertainties by providing facts and establish open communications and trust over time.

• A manager should neutralize _____________ once they have started.

Transparency

People’s beliefs that the information their employer and others send them is of high quality, as defined by accuracy, timeliness, and full disclosure of relevant information.

• Strengthens people’s trust in employers and one another.

Boundary-less Organization

• One in which there are no barriers to information flow.

• Information available as needed.

• Information moves fast and easily.