Transcript Communications

Chapter 11
Communication
Communication
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Among personal qualities possessed by
college graduates, the ability to
communicate effectively was ranked first by
employers.
From a survey of 480 companies and public organizations conducted by
the National Association of Colleges and Employers.
WSJ, Dec 29, 1999
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Communication
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Efficient communication is ESSENTIAL to
being successful in life.
The biggest source of interpersonal problems
is poor communications.
The key to the communication process is to
be UNDERSTOOD.
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Communication
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The aim of communication is the
transference and understanding of
information between two or more people.
Communication must always be between
two or more people, one the sender and the
other receiver. You participate in both roles
and your role will change alternatively and
frequently in conversation.
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The Communication Process
Feedback
Source
Encoding
Message
Message
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Rodney Vandeveer and Michael Menefee
Channel
Decoding
Message
5
Receiver
Message
© 2010 Pearson Education, Upper Saddle River, NJ 07458.
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The Communication Process
Feedback
Source
Encoding
Message
Channel
Message
Decoding
Message
Receiver
Message
“I take sugar in my tea”
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© 2010 Pearson Education, Upper Saddle River, NJ 07458.
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The Communication Process
Feedback
Receiver
Decoding
Message
Channel
Message
Encoding
Message
Source
Message
“One lump or two?”
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Communication Feedback
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We may say that communication has
occurred only when the message has been
understood.
Understanding occurs in the mind of the
receiver.
Feedback is critical to ensure that accurate
understanding of the message has
occurred.
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© 2010 Pearson Education, Upper Saddle River, NJ 07458.
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Barriers to
Communication
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Barriers to accurate communication
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Unfamiliar language – Including jargon, dialects and
accents
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Improper timing – Is the boss distracted today?
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Noise and distractions in the environment
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Attitude of both the source and the receiver
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Differences between people – gender, age, culture,
education, intelligence, etc.
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© 2010 Pearson Education, Upper Saddle River, NJ 07458.
All Rights Reserved.
Barriers to Communications
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Relationship between the sender and the receiver –
status, boss-employee, parent-child, etc.
Filtering – manipulation of information so that it will seem
more favorably to the receiver.
Selective Perception – receiver hears message based on
his/her interests, needs, motivations, experience,
background and other personal characteristics.
Defensiveness – response when receiver interprets
message as threatening
Language – Words mean different things to different
people.
Human Behavior in Organizations, 2nd Edition
Rodney Vandeveer and Michael Menefee
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© 2010 Pearson Education, Upper Saddle River, NJ 07458.
All Rights Reserved.
Communication Enhancers
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Speaker
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Voice inflections
Gestures
Body language
Listener
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Active listening
Eye contact
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© 2010 Pearson Education, Upper Saddle River, NJ 07458.
All Rights Reserved.
Communication
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Communication occurs in three directions in
organizations
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Upward communications
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Downward communications
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Lateral communications
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© 2010 Pearson Education, Upper Saddle River, NJ 07458.
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I Heard It on the Grapevine
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The grapevine is an informal
communication network within an
organization.
Research reflects that about 75 % of the
communication in the grapevine is
accurate.
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© 2010 Pearson Education, Upper Saddle River, NJ 07458.
All Rights Reserved.
Rumors

Rumors have no basis in
accuracy.
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© 2010 Pearson Education, Upper Saddle River, NJ 07458.
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Rumors
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Response to situations that are IMPORTANT
to us, and
There is AMBIGUITY between what is going
on and what was said, and
Under conditions that arouse ANXIETY, such
as time off, pay programs, layoffs, etc.
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Rumors
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Can management control rumors? NO!
Management, however, can do some
things to minimize the rumors.
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© 2010 Pearson Education, Upper Saddle River, NJ 07458.
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Suggestions for Reducing the
Negative Consequences of Rumors
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Announce timetables for making important
decisions
Explain decisions and behaviors that may
appear inconsistent or secretive
Emphasize the downside, as well as the
upside, of current decisions and future plans.
Openly discuss worst case possibilities – it is
almost never as anxiety provoking as the
unspoken fantasy.
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© 2010 Pearson Education, Upper Saddle River, NJ 07458.
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Communications – Did you know?
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People remember:
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10 percent of what they read.
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20 percent of what they hear.
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30 percent of what they see.
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50 percent of what they see and hear.
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80 percent of what they say.
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90 percent of what they say and do.
Human Behavior in Organizations, 2nd Edition
Rodney Vandeveer and Michael Menefee
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© 2010 Pearson Education, Upper Saddle River, NJ 07458.
All Rights Reserved.
Communications – did you know?
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If you tell 100 people something without
repetition:
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After 24 hours, 25 percent have forgotten it.
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After 48 hours, 50 percent have forgotten it.
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After 72 hours, 75 percent have forgotten it.
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After one week, 96 percent have forgotten it.
Human Behavior in Organizations, 2nd Edition
Rodney Vandeveer and Michael Menefee
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© 2010 Pearson Education, Upper Saddle River, NJ 07458.
All Rights Reserved.
The Ten Commandments of
Good Communication
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Seek to clarify your ideas
before communicating.
Examine the true purpose of
each communication.
Consider the total physical
and human setting.
Consult with others in
planning communications.
Be mindful of the overtones
as well as the basic content
of your message.
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Take the opportunity to
convey something of help or
value to the receiver.
Follow-up your
communication.
Communicate for tomorrow
as well as today.
Be sure your actions support
your communications.
Seek not only to be
understood but to
understand - be a good
listener.
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All Rights Reserved.
Summary
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Successful communication requires
understanding by the receiver.
The communication process model includes
a source, a message, encoding, a channel,
decoding, a receiver, and, especially
feedback.
Communication in organizations occurs in
upward, downward, and lateral directions.
Human Behavior in Organizations, 2nd Edition
Rodney Vandeveer and Michael Menefee
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© 2010 Pearson Education, Upper Saddle River, NJ 07458.
All Rights Reserved.
Conclusions
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The key to the communication process is to
have understanding on the part of the
receiver.
There are many barriers to communications
that must be overcome for communications
to be successful.
Learn to be an active listener as part of
successful communications.
Human Behavior in Organizations, 2nd Edition
Rodney Vandeveer and Michael Menefee
22
© 2010 Pearson Education, Upper Saddle River, NJ 07458.
All Rights Reserved.
Final thoughts
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Communicate to be understood.
Being a good listener is crucial.
Another important aspect of communication
is to think about what you are saying before
you say it.
Today’s communications set the tone for
tomorrow’s relationships.
Human Behavior in Organizations, 2nd Edition
Rodney Vandeveer and Michael Menefee
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© 2010 Pearson Education, Upper Saddle River, NJ 07458.
All Rights Reserved.