MANAGING

COMMUNICATIONS Human Behavior in Organization

Professor Melvin Vitug Moraga

Learning Objectives

To understand:

The two-way communciation process

Barriers to communication

Factors leading to effective communciation

Downward and upwad communciations

problems

Introduction

Communication is ...

Communication travels ...

upward, downward, laterally

an ever-present activity

how people relate to one another and combine efforts

necessary for the health of organization

Introduction

Listening and humility are

important parts of the

communication process

Communication Fundamentals

Communication is the transfer of information

understanding from one person to another person

The goal is for receivers to understand

the message as it was intended

Two people are required

Communication Fundamentals

There is no communication until a message is ...

receive

interpreted

understood

The Importance of Communication

Organizations cannot exist without

Coordination of work

Input to management

Instructions

Cooperation

Feelings and needs

The Importance of Communication

Every act of communication influences the

organization is some way

effective communication

encourages better performance

Open communication is better

than restricted communication

informed employee usually respond favorably

open-book management is open and

transparent

The Importance of Communication

Managers ...

initiate communication and pass messages on

interpret communications for employees

need timely, useful information

to make sound decisions

Two Way Communication Process to be continued

Communication Barriers (Noise)

Personal barriers – emotions, values, and poor listening

Psychological distance – emotional separation

Physical barriers – occurs in environment

Proxemics

Semantics

Jargon

Slang

Translation

Inference

3 Communication Symbols

Words

Context provides meaning

Social cues – positive or negative bits of information that influence how people react to a communication

Pictures

used to clarify word communication

Action known as nonverbal communication

handshake, smile, facial reaction

Non-Verbal Communication

Key Points

Failure to act is a way of

communicating

Actions speak louder than words

Credibility gaps cause problems

Body language provides meaning

Downward Communcation

Managers who communicate successfully are...

Sensitive to human needs

Open to true dialog with

employees

Flashy but often ineffective communication methods

Powerpoint presentations

Elaborately planned meetings

Downward Communcation

Prerequisites

Develop a positive communication attitude

Get informed

Plan for communication

Develop trust

Problems

Communication overload

Acceptance of communication

- quality is preferable to quantity

Downward Communcation

Communication Needs

Job instruction – needed to undertake task appropriately

Realistic job previews – giving of samples of organizational reality

Performance feedback – helps them know what to do and how they are meeeting the goals

News – fresh and timely farming out of information

Social support – perception that they are caredf for, esteemed and value

Upward Communcation

A flow of communication from employees going to management

Problems

Delay

Filtering

Silence

Need for a response

Distortion

Common Problems

Upward Communcation

Upward Communication Practices Questioning

Listening

Employee meeting

Open-door policy

Management by walking around

Participation in social groups

A policy stating what kind of information are desired to build better upward communication

Guidelines for Effective Listening

Stop talking!

Put the talker at ease

Show that you want to listen

Remove the distraction

Emphatize with the talker

Be patient

Hold your temper

Ask relevant questions

Stop talking!

Other Forms of Communcation

Lateral Forms of Communication

Cross-communication

Boundary spanners

Networkinh

Ombudsperson

Electronic communicatoin

Electronic mail

Blogs

Virtual offices

Informal Communcation

The Grapevine

Co-exist with the formal communication system

Includes all informatio communication

Can be both inside and outside organization

Rumor

Lateral Forms of Communication

Often used as a synonym for “grapevine”

Information communicates without verification

Generally incorrect

Prompted by interest and ambiguity

Subject to filtering and elaborating

Types of Rumor

Historical and explanatory

Spontaneous and action-oriented

Posittive or negative

Case: A Breakdown in Communication Linda San Jose, a single mother with three children, was hired as an order-entry clerk for a trucking firm. Her first two weeks on the job were spent in a special class from 8:00 A.M. to 4:00 P.M., where she learned how to sort, code, and enter the orders on the computer. An instructor worled with her constantly at first, and then less frequently as she gained skill and confidence. Linda was happy to have the job and enjoyed her work schedule. When the training was completed, she was told to report to the order-entry department the following Monday.

When she was first employed, either Linda failed to read and understand the printed information about her regular work schedule or perhaps the recruiter forgot to tell her that she was to fill a spot in a special shift that worked from 4:00 A.M. until noon. In any case Linda failed to report to work on the early schedule on the first day of the regular work. When she did arrive at 8:00 A.M. her supervisor criticized her for lack of responsibility. Jose responded by saying that she could not work the early shift because she had to prepare her children for school, and she threatened to resign if she could not work on the later shift. Because of the heavy workload and a difficult labor market, the supervisor needed Linda to do the job, yet had no room for her in the 8:00 A.M. to 4:00 P.M. shift.

QUESTIONS:

1. Anlayze the communication problems in this case. Discuss ideas such as upward and downward cummunication, listening and feedback.

2. Explain how you would handle the employment situation at the end of the case. What ideas from the lesson could be applied to help resolve this problem?