Communication

• Transfer of information and understanding from one person to another.

• It is a way of reaching others by transmitting ideas, facts, thoughts, feelings and values.
• The goal of communication is to have the receiver understand the message as it was
intended and often to act upon that information.

Importance of Communication:
1. Individual members of the organization will know important concerns
2. The organization can relate with its external environment
3. It provides a bridge of meaning between the two people so they can each share
what they feel and know and can safely cross the river of misunderstanding that
sometimes separates people.

Communication always involves at least two people (a sender and receiver). One person alone
cannot communicate. Only one or more receivers can complete the communication act. The need
for a receiver is not so obvious to managers who send out memos to employees. They tend to
assume that when their messages are sent, they have communicated, but transmission of message
is only a beginning. A manager may send a hundred messages, but there is no effective
communication until each one is received, read and understood.

The Two - way Communication Process:

- It is the method by which a sender reaches a receiver with a message.

The Communication Process:

ENVIRONMENT

NOISE

SENDER CHANNEL RECEIVER

MESSAGE

FEEDBACK

NOISE

ENVIRONMENT

7 Components of Effective Communication

1. Sender
- The person who makes the attempt to send a message which could be spoken,
written, sign language or non - verbal to another person or a group of persons
 - The degree of attention the message will receive will depend on the perceived
authority and experience of a sender

2. Message
- Purpose or an idea to be conveyed in a communication event
How the message is received is influenced by different factors:
a. Clarity of message
b. Alertness of the receiver
c. Complexity and length of the message
d. How the organization is organized

3. Channel
- Medium used which the message travels
2 types:
a. Formal – communicating of policies procedures and other official announcements
b. Informal – transfer of information thru friendship and acquaintance

4. Receiver
- Person receiving the message
- He must interpret and understand the message
- His receipt of message will be influenced by factors like his age, gender, beliefs, past
experiences, cultural influences and his individual needs

5. Feedback
- Refers to the process of communicating how one feels about something another
person has said or done
- Feedback is important as it provides a clue to the sender of information whether the
message he sent was received as intended

6. Environment
- Refers to the circumstances in which messages are transmitted and received
- If the environment is of trust and confidence, messages are easily transmitted even
if the messages are controversial

7. Noise
- Refers to anything that disrupts communication including the attitude and emotions
of receiver

Basic methods of Interpersonal Communication

1. Verbal
- It is the major means of sending messages
- The delivery of message is quick and it provides the opportunity for a quick feedback, thus,
early correction of errors is possible
E.g.
Speeches, one on one meetings, presentation, telephone

Verbal communication is appropriate if the sender:

- wants to appear formal
- wants to invite suggestions and ideas
- has important news to impact such as retrenchment
 - has highly confidential
- is explaining something complex and people might need to ask for clarification

2. Written
- Include memos, notice boards and letters to staff, emails, faxes, instant messaging
Appropriate if the sender:
- Wants it formal and authoritative
- Wants a permanent record of what have been said
- Use the documents for legal purposes
- Avoids lengthy discussion
- Wants to choose words carefully

3. Non – verbal
- Communication takes place thru facial expressions, body movements, eye contact
and other physical gesture
- Reveals what the sender really mean or thinking

Functions of Communication:
1. Information function
- Communication provides information needed in decision – making
2. Motivation function
- Communication is a means used to encourage commitment to organization’s objective
3. Control function
- Communication clarifies duties, authority and responsibilities, thereby, permitting control
4. Emotiv function
- Communication permits the expression of feelings and the satisfaction of social needs

Two – way communication is not exclusively beneficial. It also can cause difficulties such as:
1. Polarization
- When they expose their different viewpoints, they may become polarized – taking
even more extreme positions.

2. Defensive Reasoning
- Result as people abandon logic and rationality when threatened with the potential
embarrassment of losing an argument.
- It is designed to avoid risk and the appearance of incompetence, but it typically
results in a drive toward control and an emphasis on winning.
- It predictably detracts from effective communications and can easily result in hard
feelings between the participants.

3. Cognitive Dissonance
- It is the internal conflict and anxiety that occurs when people receive information
incompatible with their value systems prior decisions, or other information they
may have.

4. Face – saving
- An attempt to preserve or even enhance our valued self – concept when it is
attacked.

5. Voice
 - When individuals do not use the most appropriate tone (or words) when expressing
their thoughts and feelings.
- It is the discretionary verbal behavior that is intended to be beneficial to the
organization.
- Managerial receptivity depends on the nature of employee’s voice.

Barriers to Communication:
1. Personal Barriers
a. Emotions - Receiver’s feelings affect his ability to understand any message sent to him
b. Communication Apprehensions - Undue tension and anxiety about oral communication,
written communication or both
c. Selective Perception - Receivers selectively see and hear messages based on their needs,
motivations, experience, background and other personal characteristics
d. Lack of credibility of the sender - credibility is important

2. Physical Barriers
a. Physical Separation - Refers to interferences to effective communication occurring in the
environment where the communication is undertaken

3. Semantic Barriers
a. Language – Words do not always mean the same thing to different people.

Communication Symbols:
1. Words
- It is the main communication symbol used at work.
*Employees spend more than 50% of their time in some form of verbal communication.
However, there are also some difficulties since nearly every common word has several meanings.
The complexities of a single language are compounded when people from diverse backgrounds
(educational levels, ethnic heritages or cultures) attempt to communicate.
*If there is really no single meaning for words, we should make sense of it through its context.
E.g.
Dummy – can mean both stupid and not real person

2. Pictures
- A second type of symbol which is used to clarify word communication.
- Organization make extensive use of pictures such as blueprints, progress charts,
diagrams, causal maps, visual aids in training programs, scale models of products
and others.
- It can provide powerful visual images.
 To be effective, however, pictures should be combined with well – chosen words and
actions to tell a complete story.

3. Action
- Third type of communication symbol.
- E.g.
- Handshake, Smile, Raise in Pay, Being late
- Two significant points about actions are sometimes overlooked.
- 1. Failure to act is an important way of communicating.
- (Since we send messages by both action and inaction, we communicate almost all
the time at work, regardless of our intention)
 - 2. Actions speak louder than words.
(Managers who say one thing but do another will soon find that their employees
listen mostly to what they do)

*When there is a difference between what someone says and does, a CREDIBILITY GAP
exists.

Communication credibility is based on 3 factors: trustworthiness, expertise, dynamism

These three factors suggest that managers must act with integrity, speak from a strong base
of knowledge, and deliver their messages with confidence, enthusiasm and passion.
An important part of non – verbal communication is BODY LANGUAGE, by which people
communicate meaning to others with their bodies in interpersonal interaction.
- E.g.
- Facial expressions, eye contact, eye movement, smiles and frowns, furrowed brow.
- Physical touch, hand and hip movements, leaning forward or back, crossing one’s
arms or legs, and sighing or yawning.

Other would include:

1. Filtering
Manipulation of information so that it will be seen as more by the receiver
2. Information overload
Refers to the condition in which information inflow exceeds an individual’s
processing capacity
3. Absence of feedback
Feedback is essential because sender can make clarifications if he think the receiver
did not clearly understand

Kinds of Communication Flow:

1. Downward Communication
- It refers to message flows from higher levels to lower levels of authority.
- Almost one half of managerial communications are with subordinates, with the
remainder divided among superiors, peers and external recipients.

Purposes are:
to influence
give instructions
provide information about policies and procedures
give feedback about performances
to motivate

This is done through: Letters, Manuals, Handbooks, colorful booklets, flashy PowerPoint
presentations and elaborately planned employee meetings.

- These approaches, while attention – getting, often fail to achieve employee

understanding because the key to better communication lies not just in the use of
color, action and electronic aids but in the presentation of information by more
sensitive managers who prepare carefully and convey their messages with candor,
energy, personal stories and warmth.
- Managers who communicate successfully are sensitive to human needs and open to
true dialogue with their employees.
Prerequisites for an Effective Approach:
a. Managers need to develop a positive communication attitude.
(They must convince themselves that communication is an important part of their jobs)
b. Managers must continually work to get informed
(They need to seek out relevant information of interest to employees, share it and help
employees feel informed)
c. Managers need to consciously plan for communication
(And they must do this at the beginning of a course of action)
d. Managers must develop trust
(Trust between senders and receivers is important in all communication because if
subordinates do not trust their superiors, they are not likely to listen to or believe
management’s messages)

2. Upward Communication
- Refers to messages from person in lower level positions to persons in higher
positions

Purposes are:
To interpret
to provide feedback to higher ups
to inform of the progress towards goal
to relay current problems

E.g. Performance reports, exit interviews, suggestion systems

Upward Communication Practices:

a. Questioning
- Managers can encourage upward communications by asking good questions.
- It shows employees that management takes an interest in their opinions, desires,
additional information and values their input.
- 2 forms of Questions:
- A. Open questions
- Introduced a broad topic and give others an opportunity to respond in many ways.
- It also allows manager to follow up.
- B. Closed questions
- Focus on narrower topic and invite the receiver to provide a specific response.

b. Listening
- Active listening is more than hearing.
- It requires use of the ears and the mind.
- Effective listening works on 2 levels:
- It helps receivers understand both the factual idea and the emotional message the
sender intended.

c. Employee Meetings
- Meeting with small groups of employees.
- Employees are encouraged to talk about job problems, resource needs and
management practices that both help and interfere with job performance.
 - In return, employee attitudes improve and turnover declines.

d. An Open – Door Policy

- Is a statement that encourages employees to come to their supervisor or to higher
management with any mater that concerns them.
- Usually, employees are encouraged to see their supervisors first, if the issue is not
resolved, then the higher management can be approached.
- The goal is to remove blocks to upward communication.

e. Participation in Social Groups

- Informal casual recreational events furnish superb opportunities for unplanned
upward communication.
- Information gained on a spontaneous basis reveals true conditions better than most
formal communications.
- E.g.
- Departmental parties, joint attendance at sports events, athletic teams, hobby
groups, picnics and other employer – sponsored activities are all useful.

3. Horizontal/Lateral Communication
Refers to messages sent to individuals or groups from another of the same
organizational level or position

Purposes are:
to coordinate activities between departments
to persuade others at the same level of organization
to pass information about activities or feelings

E.g. Memos, picnics, dinners, telephones

Social Networking and Communication

Social Networking
- Internet sites and software programs that allow people to link together into some
form of a virtual social community.
- E.g.
- YouTube, Facebook, LinkedIn

Electronic Mail (email)

- A Computer – based communication system that allows you to send a message to
someone – or to a hundred of people – almost instantaneously.

Blogs
- These are online diaries or journals created and updated frequently by individuals
to express their personal thoughts, musings and commentaries on topics of interest
to them, although they can also be produced by organizations, CEOs and

Telecommuting
- Working electronically from one’s home.
- Telecommuters accomplish all or part of their work at home, satellite location
through computer links to their offices.
 - It includes freedom from the distraction of the workplace, a reduction in the time
and money spent on commuting, the opportunity to reduce expenditures for work –
relevant clothing and the opportunity to spend more time with family members or
even to provide for their care at home.

Virtual Offices
- Physical office space and individual desks are being replaced with an amazing array
of portable communication tools – email, cellular phones, voicemail systems, laptop
computers, fax machines, modems and videoconferencing systems.