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communication
by: Hayaa Nafa
Supervised by: Dr. Fatamah Baddar
Outlines
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communication process.
Functions of communication
types of organizational communication.
communication channels in the organization.
formal vs. informal communication.
principles of communication.
communication barriers.
relationship of organizational structure to organizational
communication.
• how to be a good communicator.
Introduction
• Effective communication is essential to the wellbeing of an
organization. Communication is critical to the strategic
planning process of any organization, and it is crucial for
attainment of short- and long-term organizational goals.
Likewise, good communication is pivotal to the day- today operation of any organization, affecting patient safety
and quality care, employee satisfaction, and customer
relations and satisfaction.
Communication
is the process of passing or transmitting and
receiving information from one person to another.
 is the transfer of information from the sender to the
receiver with the information being understood by
the receiver.
The key element in effective communication is
“Understanding.”
Functions of
communication
• Control
• Motivation
• Emotional Expression
• Information
The communication model
An effective communication model consists of 6 stages:
sender
Message
Encoding
receiver
Transmitting
Decoding
Action
Sees, hears, feels,
interprets
Ignores
(channel)
Fact
Words
Verbal
Idea
Gestures
Non-verbal
Concept
Facial experssions
Face-to-face
Feeling
Group written
Symbolizes
Messages for
meaning
Instructional
media
Sender
feedback
Receiver
feedback
Stores
Delays
Performs
Communication process
1. The sender:
Chooses a fact, concept, ideas to communicate. This is the
content of communication. It is the basis of a message.
2. Encoding:
Means translating the message into verbal and non verbal
symbols that will communicate the intended message to the
receiver.
Communication process
3. Transmitting:
Is the channel used to communicate the message. The message
can be of any form, i.e. speech, written, media or non verbal.
4. Decoding:
The receiver perceives and interprets or decodes the sender’s
message into information that has meaning.
Communication process
5. Action:
Is the behavior acted by the receiver as a result of the
message sent, received and perceived.
6. Feedback:
Is a continuous two way process. The communication
process is not complete until feedback occurs.
Kinds of communication
There are two basic types of communication:
1. Formal communication “the official”:
• This type is established by management and
formally pictured in the charts of the organization.
• It is a line of communication for the transmission of
official message and information within or outside
the organization.
Kinds of communication
2. Informal communication “the grapevine”:
• This type of communication is build around the social
relationship of the members of the organization, i.e. arises
on account of the nature desire of the people to
communicate with each other.
• Does not follow formally delegated lines of authorities and
responsibilities but it is a powerful and purposeful, effective
tool of good administrative practice, that it is considered a
mean of understanding of the public’s opinion and morale
in the organization, and as a safety valve.
• An intelligent manager can make use of grapevine
for spreading information informally and preventing
false rumors by providing correct facts, this will be
possible when the manager maintains an attitude of
friendliness and cooperation with the members of
informal organization.
Types of communication
1. Verbal communication:
The need for the manager/leader to accurately and
reliably send and receive verbal messages is critical
for effectiveness. Verbal messages that are vague or
unclear promote confusion and poor job
performance.
Verbal communication
Effective verbal communication:
1. Brief:
Use the fewest words that send the message. Keep it
short, simple and to the point. Using too many
words can mud messages and confuse the receiver.
2. Clear:
Speak slowly and clearly. Repeat important points.
Use words that are simple enough to be understood.
Verbal communication
3. Paced appropriately:
The speed with which a message is delivered has an
impact on the communication. A message that is
sent too rapidly increases anxieties in the receiver.
Awkward pauses or the use of too much or too little
silence can convey messages other than what was
intended.
Verbal communication
4. Effective toned:
The tone of a person’s voice can have a strong influence on
the message being sent. Vocal tones can also indicate one’s
emotional state. To send an effective message, the tone of
voice must match the words that are sent.
5. Relevant:
Communications that are important have more impact. If
the message has little relevance or importance it will be
casually received and soon forgotten.
Verbal communication
6. Well-timed:
In order to be received fully, verbal messages need to
sent at advantageous times, for example: messages
that are personal or related to performance need to
be times so that they can be sent in private, with
time for discussion. Communications that praise a
staff member should be sent in public. Thus,
encouraging recognition and worth. A good rule of
thumb for timing messages: “Praise in public;
criticize in private.”
Forms of oral
communication
a. Meeting
• Definition
Is a Formal or informal gathering of individuals
to debate certain issues and problems, and to
take decisions. Formal meetings are held at definite
times, at a definite place, and usually for a definite
duration to follow an agreed upon agenda.
Meeting
• A meeting is typically headed by a chairperson, and
its deliberations are recorded in a written form
called minutes. Under corporate legislation, two
main types of meetings are general meetings and
special meetings. Such meetings must have a
minimum number of members (called quorum) not
less than 60% of members should present to make
the legally operative.
Characteristics of effective
meeting communication
• Before The Meeting
1. List the objectives of the meeting, Make sure it is realistic
2. Develop an agenda, the content of the agenda should be
in order of most important to least important, Identify on
the agenda who is responsible for each item on the
agenda, Identify the time devoted to each item on the
agenda
3. Distribute the agenda to attendees before the meeting
starts so members will be
prepared and feel
involved and up-to-date.
Characteristics of effective
meeting communication
4. Choose an appropriate meeting time. Set a time limit and
stick to it, if possible, remember, members to arrive five to
ten minutes early; this gives everyone time to socialize, obtain
coffee, or organize materials before the meeting.
5. Choose a location suitable to your group's size , arrange the
room so that members
face each other, i.e., a circle or
semi-circle. For large groups, try U- shaped.
6. Prepare visual aids for interest (e.g., posters, diagrams, etc.).
Meeting
• During The Meeting
1. Greet members and make them feel welcome, even late
members when appropriate.
2. Start on time, end on time.
3. Stick to the agenda.
4. Encourage group discussion to get all points of view and
ideas.
5. Keep conversation focused on the topic. Feel free to ask for
only constructive and non- repetitive comments. Tactfully
end discussions when they are getting nowhere or
becoming destructive or unproductive.
Meeting
6. As a leader, be a role model by listening, showing
interest, appreciation and confidence in members,
be tactful and show good humour.
7. Summarize agreements reached and end the
meeting on a unifying or positive note.
8. Keep accurate records
9. Set a date, time and place for the next meeting.
Meeting
• After The Meeting
1. Write up and distribute minutes within 3 or 4 days.
Quick action reinforces importance of meeting and
reduces errors of memory.
2. For every decision, have one person assume
responsibility to carry it out.
3. Follow-up on delegation decisions. See that all
members understand and carry-out their
responsibilities.
Meeting
4. Give recognition and appreciation to excellent and
timely progress.
5. Put unfinished business on the agenda for the next
meeting.
6. Conduct a periodic evaluation of the meetings.
7. Note any areas that can be analyzed and improved
for more productive meetings..
Why people hate
meetings??
• Unclear roles – participants are unsure what they are
supposed to be doing.
• Cheap shots – personal attacks on an individual’s
character instead of his/her ideas.
• Information overload – an overabundance of data, facts
and figures can be confusing.
• Wheel-spinning – going over the same thing again and
again.
• Unclear expectations – different understandings among
participants on the reason for and outcome of the
meeting.
Why people hate
meetings??
• Poor meeting environment – space is too hot, too cold, too
big, or too small.
• Unclear decision-making authority – participants have no
power and just rubber-stamp decisions.
• Different views – everyone going off in different directions
and not listening to each other.
b. Telephone message
• The telephone; it is part of us. What would we do
without it? Phone answering skills are critical for
businesses; it is still most business's primary point of
contact with customers. And the way you answer
your organization's phone will form your customer's
first impression of your business.
Phone Etiquette
c. Oral reports
• Oral reports:
Are given when information is needed to be reported
immediately not for permanency. They may be
based on material included in written reports, e.g.
oral reports given by the head nurse or the nurse in
charge to all personnel (oral shift report), reports
the condition and needs of a patient to the
physician, supervisor, etc…
Guidelines for oral report
1-Report essential information as quickly as possible .
2- Be clear , concise , and accurate.
3- Describe objective facts , measurements, and observations.
4- Omit routine information that is readily available from
other sources.
5- Highlight recent or significant changes in the client’s
condition.
6- Avoid value judgments , such as “ good “ or “ poor ” by
giving specific examples.
Guidelines for oral report
7- Discuss the client and family in a professional manner.
8-Give client name , room number , bed designation.
9- Give diagnosis or reason for admission .
10- Give tests, therapies , and results for last 24 hours.
d. Written report
• Report Tips
• Here are some additional suggestions for writing effective,
well-organized reports:
• Understand your objectives: Before you begin writing,
make sure you clearly understand why you're writing the
report - and who will read it.
• Use a relaxed style: If possible, keep your writing style
simple and easy to read. Be professional, but always keep
your readers in mind.
• Keep it concise: Remember, people typically don't have
much time. Aim to keep your sentences short and clear.
Written reports
• Use sources and data: Use statistics, and reference sources
whenever you can. People tend to trust numbers more
than opinions.
• Organize your text with clear headings: Break up your text
with headings and subheadings. This makes reading easier,
and it allows people to find the information that's most
relevant to them.
• Start with the most important information: In every section
of your report, put the most important information first.
Again, remember that most people don't have lots of time.
Tell them what they need to know as quickly as possible.
2. non-verbal
communication
2. non-verbal communication
• These messages are considered to be a more accurate
description of emotions than verbal messages. It is easier
for us to control our words and speech than the non-verbal
messages we send.
• Techniques for developing effective non verbal
communication focus on the use of personal appearance,
body language, distance and territory, attending
behaviors and touch.
1. Personal appearance:
• One’s personal appearance is the combination of one’s
physical characteristics, style of dress, hygiene, etc. it is a
mixture that creates an impression.
2. Body language:
• The sending and receiving of non verbal messages through
the use of bodily movements facial expressions and body
Gestures is referred to as body language. These messages
sometimes have a greater impact on communication than
the verbal messages.
• Gestures: A thumbs up, or a simple wave of the hand says
so much. gestures form an integral part of non-verbal
communication. Gestures allow us to express a variety of
emotions and thoughts like contempt, hostility, approval,
affection etc
3. Distance and territory:
• The more private or personal the communication, the
closer the distance between people.
- Intimate distance:
Usually seen amongst people who share an intimate
relationship. Here, the distance ranges between 15 cm and
45 cm.
- Personal distance:
Observed between good friends. Includes general interactions
among good friends. It ranges between 45 and 120 cm.
- Social distance:
Observed amongst formal acquaintances, working colleagues
or business associates. It ranges between 1.5 m and 3.5 m.
- Public distance:
It is used while interacting with strangers or also used while
public speaking. It is usually 3.5 m and more.
4. Attending behavior:
These are a combination of behaviors that indicate if and
how the receiver is listening to the speaker. They include
eye contact, focusing on the speaker’s message, and
attentive listening techniques.
5. Touch:
Touch is a powerful tool that conveys both positive and
negative expressions. Its interpretation depends on the
cultural background and emotional state or mood of the
people and the nature of the relationship or interaction.
Awareness of space and territory is essential when
communicating with touch.
6.Eye Contact and visions
Eyes are perhaps the most expressive features on human
beings. Eye contact can indicate a lot of emotions ranging
from interest, attention, and involvement. A simple gaze is
comprised of the actions of looking while talking, while
listening, or even while observing. Other factors that can
be studied to correlate them with the communication
purpose are amount of gaze, frequency of glances,
patterns of fixation, pupil dilation, and even the eyeblinking rate.
Electronic communication
• Electronic communication:
Which includes computerized electric telecommunications
that provides an immediacy within which people across
the world can share conversations, televised pictures, and
interactive software on VDU’s, maps, graphics, and circuit
Channels of communication in
the organization
There are four channels of managerial communication
• Downward communication.
• Upward communication.
• Horizontal communication.
• Diagonal communication
Channels of communication in
the organization
1. Downward communication:
• It flows from people at higher level to those at lower level, i.e. from
the superior to subordinate or from manager to assistant manager
in the organizational hierarchy.
• downward oral communication include instructions, speeches,
meetings, use of telephone.
• Examples of written downward communication are letters,
handbooks, pamphlets, policy statements and procedures.
• tie the different levels of organizational hierarchy together and is
the instrument by which an executive puts his/her delegated
authority to effective use.
Channels of communication in
the organization
2. Upward communication:
It passes from subordinates to superior, i.e. “continues
up the organizational hierarchy.”
• Upward communication provides a means for
motivating and satisfying personnel by allowing
employee input.
Channels of communication in
the organization
Common means of upward communication include:
• Face-to-face discussion.
• Open-door policies.
• Staff meetings.
• Written reports.
• Performance appraisal
• Suggestion boxes.
• Counseling
Channels of communication in
the organization
3. Horizontal flow communication:
Is one that takes place directly people on the same
or similar organizational level. It is most frequently
used to coordinate activities.
Channels of communication in
the organization
Diagonal flow communication:
• It occurs with persons at different levels who have no direct
reporting relationship. Frequently used between staff,
groups, organizations and line function as in project type.
• This type of communication is used to speed information
flow, to improve understanding and to coordinate efforts
for the achievement of organizational objectives.
PRINCIPLES OF
COMMUNICATION
• Communication is a two-way process of giving and
receiving information through any number of
channels. Whether one is speaking informally to a
colleague, addressing a conference or meeting, writing a
newsletter article or formal report, the following basic
principles apply:
1. Know your audience.
2. Know your purpose.
3. Know your topic.
4. Anticipate objections.
5. Present a rounded picture.
PRINCIPLES OF
COMMUNICATION
6. Achieve credibility with your audience.
7. Follow through on what you say.
8. Communicate a little at a time.
9. Present information in several ways.
10. Develop a practical, useful way to get feedback.
• Do You Know …
People remember:
10% of what they read
20% of what they hear
30% of what they see
50% of what they see and hear
80% of what they say
90% of what they say and do
Communication barriers
•
•
•
•
•
•
There are six crunching barriers to organizational
communication:
Poor structure to the communication
A weak delivery
The use of the wrong medium to deliver the
communication
A mixed message
The message is delivered to the wrong audience
A distracting environment
Organizational communication
barriers
The following communication barriers in organizations and ways to
overcome them.
1. Information Overload.
Too much information is as bad as too little because it reduces the
audiences ability to concentrate effectively on the most important
messages. People facing information overload sometimes:
• Try to cope by ignoring some of the messages,
• By delaying responses to messages they deem unimportant,
• By answering only parts of some messages,
• By responding inaccurately to certain messages,
• by taking less time with each message,
• By reacting only superficially to all messages.
Organizational communication
barriers
To overcome information overload:
• Realize that some information is not necessary, and make
necessary information easily available.
• Set priorities for dealing with the information flow..
Organizational communication
barriers
2. Message Complexity:
• When formulating messages at work, you communicate it both as an
individual and as representative of an organization. Thus you must
adjust your own ideas and style so that they are acceptable to your staff.
• In fact, you may be asked occasionally to write or say something that you
disagree with personally. e.g. Suppose you work as a recruiter for your
organization. You've interviewed a job candidate you believe would
make an excellent employee, but others in the organization have
rejected this applicant. Now you have to write a letter turning down the
candidate: You must communicate your message, regardless of your
personal feelings, a task some communicators find difficult.
Organizational communication
barriers
To overcome the barriers of complex messages,
1. Keep them clear and easy to understand.
2. Use suitable and specific language, and stick to the point.
3. Be sure to ask for feedback so that you can clarify and
improve your message.
Organizational communication
barriers
3. Differing Status.
• Employees of low status may be overly cautious when
sending messages to managers and may talk only about
subjects they think the manager is interested in. Similarly,
• Higher-status people may distort messages by refusing to
discuss anything that would tend to undermine their
authority in the organization.
Organizational communication
barriers
To overcome status barriers
•
•
Keep managers and colleagues well informed.
Encourage lower-status employees to keep you
informed by being fair-minded and respectful of their
opinions.
• When you have information that you're afraid your boss
might not like, be brave and convey it anyway.
• Status barriers can be overcome by a willingness to give
and receive bad news.
Organizational communication
barriers
4. Lack of Trust
• Building trust is a difficult problem. Other organization
members don’t know whether you'll respond in a
supportive or responsible way, so trusting can be risky.
• Without trust, however, free and open communication is
effectively blocked, threatening the organization's stability.
Just being clear in your communication is not enough.
Organizational communication
barriers
To overcome trust barriers,
• Be visible and accessible.
• Share key information with colleagues and employees,
• Communicate honestly, and include employees in decision
making.
• For communication to be successful, organizations must
create an atmosphere of fairness and trust.
Organizational communication
barriers
5. Inadequate Communication Structures.
• Organizational communication is affected by formal
restrictions on who may communicate with whom and
who is authorized to make decisions.
• Designing too few formal channels blocks effective
communication.
• Strongly centralized organizations, reduce communication
capacity, and they decrease the tendency to communicate
horizontally thus limiting the ability to coordinate activities
and decisions.
Organizational communication
barriers
To overcome structural barriers,
• Offer opportunities for communicating upward,
downward, and horizontally (using such techniques as
open-door policies, newsletters, memo, and task groups).
• Try to reduce hierarchical levels, increase coordination
between departments, and encourage two-way
communication.
Organizational communication
barriers
6. Incorrect Choice of Medium.
• If you choose an inappropriate communication medium,
your message can be distorted so that the intended
meaning is blocked.
• Face-to-face communication is the richest medium
because it is personal, it provides immediate feedback, it
transmits information from both verbal and nonverbal
cues, and it conveys the emotion behind the message.
Organizational communication
barriers
• Telephones and other interactive electronic media aren't
as rich; although they allow immediate feedback, they
don't provide visual nonverbal cues such as facial
expressions, eye contact and body movements.
• Written media can be personalized through addressed
memos, letters, and reports, but they lack the immediate
feedback and the visual and vocal nonverbal cues that
contribute to the meaning of the message.
Organizational communication
barriers
To overcome media barriers,
1. Select the most appropriate medium by matching your
choice with the nature of the message and of the group or
the individual who will receive it
2. Choose the richest media (Face-to-face communication)
for no routine, complex message.
Use leaner media to communicate simple, routine messages.
You can send information such as statistics, facts, figures and
conclusions through a note, memo or written report
Organizational communication
barriers
7. Closed communication climate.
• Communication climate is influenced by management
style, and a directive, authoritarian style blocks the free
and open exchange of information that characterizes good
communication.
To overcome climate barriers,
• Spend more time listening than issuing order
Organizational communication
barriers
8. Unethical Communication.
• An organization cannot create illegal or unethical
messages and still be credible or successful in the long run.
Relationships within and outside the organization depend
or trust and fairness.
To overcome ethics barriers,
• Make sure your messages include all the information that
ought to be there.
• Make sure that information is adequate and relevant to
the situation. and
• Make sure your message is completely truthful, not
deceptive in any way.
Organizational communication
barriers
9. Inefficient Communication.
• Producing worthless messages wastes time and resources,
and it contributes to the information overload already
mentioned.
To overcome Inefficient Communication
• Reduce the number of messages by thinking twice before
sending one. Then speed up the process,
• First, by preparing messages correctly the first time around
and,
• Second, by standardizing format and material when
appropriate.
Organizational communication
barriers
10.Physical distractions.
• Communication barriers are often physical:
• Although noise or this sort seems trivial, it can completely
block an otherwise effective message.
• Your receiver might also be distracted by an
uncomfortable chair, poor lighting, or some other irritating
condition.
• In some cases, the barrier may be related to the receiver's
health. Hearing or visual impairment or even a headache
can interfere with reception of a message.
Organizational communication
barriers
To overcome physical distractions,
• Try to prepare well written documents which are clear,
concise, and comprehensive.
• When preparing oral presentations try to find a setting
which permits audience to see and hear the speaker
clearly.
Improving your
communication skills
1. Use inspirational communication tactice
· Project confidence and power with emotion-provoking
words
· Be credible
· Pitch your message to the listener
· Avoid ‘junk words’ that dilute your message
· Use front-loaded messages
· Cut through the clutter
Improving your
communication skills
2. Be a supportive communicator – show you are interested
in the other person
· Focus on the problem instead of the person
· Match your words and your body language
· Acknowledge the other person’s ideas
· Keep the conversation going
Improving your
communication skills
3. Encourage open feedback
· 360-degree feedback
· Suggestion system
· Corporate hot lines
4. Use simple language – avoid jargon
5. Avoid overload
· Rely on gatekeeper
· Practice queuing
Improving your
communication skills
6. Walk the talk – actions need to be consistent with the
communicated message
7. Be a good listener
· Effective listening techniques
· Be non-judgmental when taking in information
· Acknowledge speakers in a way that encourages them to
continue speaking
· Attempt to advance the speaker’s ideas to the next step
Improving your
communication skills
8. Cross-cultural communication
· Learn local cultural rules
· Don’t take anything for granted
· Show respect for everyone
· Speak slowly, clearly and in straightforward language
· Try to speak the local language
· Be aware of nonverbal differences
Conclusion
• Communication is essential to the goal attainment and
overall success of an organization. Effective organizational
communication is challenging in many ways, given the
complexity of health-care systems. Because good
communication is such an important component of
successful operation, it is well worth the time and effort it
takes to develop effective communication strategies.
References
• http://www.cba.uh.edu/bwalker/35ch8.htm
• http://ezinearticles.com/?Importance-Of-CommunicationIn-Organization&id=563763