Importance of Communication The five most important skills recruiters look for

when hiring college and university students.

#5 – Teamwork

#4 – Critical thinking & leadership

#3 – Interpersonal/social

#2 – Computer literacy

#1 – Oral and written communication

Learning Objectives slide 1 of 2

1. Explain the role of communication in the organization and why it is so complex for managers to understand.

2. Define communication and explain how to achieve high-quality communication.

3. Describe the components of the communications process.

4. Identify the primary categories of interpersonal communication.

5. Discuss the role of technological communication and information use in the workplace.

Learning Objectives slide 2 of 2

6. Address the primary reasons why managers communicate.

7. Explain the barriers that interfere with effective communication.

8. Discuss the types of formal communication channels.

9. Describe the principles for effective feedback.

10. Specify the guidelines for becoming a good listener.

Communication Complexity Communication is complicated and

dynamic with many factors influencing its effectiveness. Senders, messages, channels, and

receivers do not remain constant or static. Even a simple two-person interactions

involving multiple variables. Communication is symbolic with the

meaning of most of our words and signs changing over time.

Communication Defined Communication stems from the Latin root word communicare, which means “to make common.”

A process in which one person or group evokes an identical meaning in a second person or group.

Defining communication is relatively simple, but achieving high-quality communication is both complicated and difficult.

Communication Process Components Context /Sender

Social Context and Sender Social Context

The setting in which the communication takes place.

Sender The sender initiates the communication

process by encoding his or her meaning and sending the message through a channel.

Encoding translates the sender’s ideas into a systematic set of symbols or a language expressing the communicator’s purpose.

Communication Process Components Message/Channel

Messages and Channel

Messages

The tangible forms of coded symbols that are intended to give a particular meaning to the information or data.

Channel

The carrier of the message or the means by which the message is sent.

Communication Process Components Receiver/Feedback

Receiver and Feedback Receiver

The receiving person or group must make sense of the information received.

Decoding the translation of received messages into interpreted meanings.

Feedback The process of verifying messages and the

receiver’s attempts to ensure that the message he or she decoded is what the sender really meant to convey.

Communication Process Components Noise

Noise

Any internal or external interference or distraction with the intended message that can cause distortion in the sending and receiving of messages.

Interpersonal Communication Categories

Oral Communication …….

Written Communication ……

Nonverbal Communication …..

Technological Communication…………

Oral and Written Communication

Oral Communication All forms of spoken information; by far the most

preferred type of communication used by managers.

Written Communication Letters, memos, policy manuals, reports, forms,

and other documents used to share information in an organization.

Nonverbal Communication Kinesic behavior, or body motion, such as gestures,

facial expressions, and eye behavior. Physical characteristics, such as body shape,

physique, posture, height, and weight. Paralanguage, such as voice quality, speech rate,

pitch, and laughing. Environment, such as building and room design,

furniture, light, noise, and cleanliness. Time, such as being late or early, keeping others

waiting. Proxemics, such as the way people perceive space,

seating arrangements, and conversational distance.

Technological Communication Telecommuting or “telework”

The practice of working at a remote site by using a computer linked to a central office or other employment location.

Electronic mail (e-mail) Sending messages through computerized text-

processing and communication networks. Video conferencing

An umbrella term for technologies that use live video to unite widely dispersed company operations.

The Internet Essentially, “everything” can be done on the internet.

Why Managers Communicate

To motivate

To inform

To control

To satisfy social needs

Sources of Communication Barriers

Cross-cultural diversity

Trust and credibility

Information overload

Language characteristics

Gender differences

Other factors

Communication Channels

Formal Communication Channels

Formal communication follows the chain of command and is recognized as official.

Direction of Flow

One way to view formal communication within organizations is to examine how it flows - vertically and horizontally.…………

Formal CommunicationFlows

Spontaneous Communication Channels

Opportunistic and informal paths for communication that arise from the social relationships that evolve in the organization.

The Grapevine

An informal method of transmitting information depicted as the wandering of messages throughout the organization

Communication Competency Challenges

Expect to be misunderstood by at least some listeners and readers.

Expect to misunderstand others.

Strive to reduce the degree of such misunderstandings, but never expect total elimination of them or the ability to anticipate all possible outcomes.

Principles of Effective Feedback

Give feedback that is specific rather than general.

Give feedback when the receiver appears ready to accept it.

Focus feedback on behavior rather than the person, and focus it on behavior that can be changed.

Provide feedback using descriptive information about what the person said or did.

Avoid feedback using evaluative inferences about motives, intent, or feelings.

Advanced Listening Skills Listen for message content.

Listen for feelings.

Respond to feelings.

Be sensitive to both the nonverbal and the verbal content of messages.

Reflect back to the sender, in your own words, what you think you are hearing.

Be attentive and listen to understand, not to reply.

Be patient. Don’t interrupt the speaker. Take time to digest what has been said before responding.

Implications for Leaders:Communication Points slide 1 of 2

You spend most of your time at work communicating.

Your success is based on strong communication skills.

Communication is becoming increasingly important in view of recent trends, such as increased globalization, diversity, and workplace specialization.