Communication

CHAPTER TEN

COMMUNICATION

UGC/TRIEA/UNOM/DOMS/PTS

OB/L10/S1

DEFINITION

Communication is the process by which information is transmitted and understood between two or more people.

UGC/TRIEA/UNOM/DOMS/PTS

OB/L10/S2

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Poor communication is the source of interpersonal conflict

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Individuals spend 70% of their working hours communicatingreading, speaking, listening

UGC/TRIEA/UNOM/DOMS/PTS

OB/L10/S3

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FUNCTION OF COMMUNICATION IN ORGANIZATION/GROUPS Control member behaviour Fosters motivation by clarifying to employees what is to be done Emotional expression of feelings, fulfillment of social needs Provides information that individuals need for decision making Every interaction serves one or more of the four functions

UGC/TRIEA/UNOM/DOMS/PTS

OB/L10/S4

THE COMMUNICATION PROCESS MODEL

messag messag messag messag e e e e source Encoding Channel Decoding Receiver Feedback

UGC/TRIEA/UNOM/DOMS/PTS

OB/L10/S5

COMMUNICATION FUNDAMENTAL 

Directions of communication Downward,upward, lateral

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Communication networks informal network-grapevine formal network-chain, wheel, all channel

UGC/TRIEA/UNOM/DOMS/PTS

OB/L10/S6

COMMUNICATION EFFECTIVENESS Criteria Chain Wheel All channel Speed Moderate Fast Very fast Accuracy High Very high Moderate Emergence of leader Moderate High None Member Moderate Low High Satisfaction

UGC/TRIEA/UNOM/DOMS/PTS

OB/L10/S7

BARRIERS TO EFFECTIVE COMMUNICATION 1. 2. 3. 4. 5. 6. 7.

A. Noise Barrier Poor timing Inappropriate channel Improper or inadequate information Physical distractions Improper organizational structure Information overload Network break down

UGC/TRIEA/UNOM/DOMS/PTS

OB/L10/S8

HIERARCHY OF CHANNEL RICHNESS Channel richness Richest

Leanest UGC/TRIEA/UNOM/DOMS/PTS

Type of message Non routine Face to face talk Telephone email Memo,letters Flyers, bulletins Routine OB/L10/S9

BARRIERS TO EFFECTIVE COMMUNICATION       

B. Interpersonal barriers Filtering Semantic barrier Perceptual barrier Cultural barrier Sender credibility Emotions Feedback barrier

UGC/TRIEA/UNOM/DOMS/PTS

OB/L10/S 10

GUIDE LINES FOR EFFECTIVE COMMUNICATION 1.

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The ideas and messages should be clear, brief and precise. Sense of timing-timely for action to be taken. Integrity-communication should pass through proper channel. Consult with others who are involved in planning the communication.

UGC/TRIEA/UNOM/DOMS/PTS

OB/L10/S 11

GUIDE LINES FOR EFFECTIVE COMMUNICATION (Contd) 5. Be prepared to help the receiver 6. Mode of delivery 7. Use proper follow up 8. Communication should be comprehensive

UGC/TRIEA/UNOM/DOMS/PTS

OB/L10/S 12

ACTIVE LISTENING 1. 2.

3. 4. 5. 6. 7.

Make eye contact Exhibit affirmative head nods and appropriate facial expressions Avoid detracting actions or gestures Ask questions Para phrase Avoid interrupting the speaker Don’t over talk

UGC/TRIEA/UNOM/DOMS/PTS

OB/L10/S 13

CONCLUSION

Poor communication in organizations is a major source of job dissatisfaction

UGC/TRIEA/UNOM/DOMS/PTS

OB/L10/S 14