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Module No.: CHAPTER 6 Lesson No.: Title: COMMUNICATING Definition of terms: ● Communication: The process of sharing information through symbols, including words and messages. ● Communication Functions: The purposes of communication, such as providing information, motivating employees, controlling activities, and managing emotions. ● Communication Process: The eight steps involved in sending and receiving a message: develop an idea, encode, transmit, receive, decode, accept, use, and provide feedback. ● Management Information System (MIS): An organized system for gathering and presenting past, present, and future information to aid in decision-making. ● Downward Communication: Messages flowing from higher levels of authority to lower levels. ● Upward Communication: Messages flowing from lower levels of authority to higher levels. ● Horizontal Communication: Messages flowing between individuals or groups at the same level of authority. ● Semantic Barrier: A misunderstanding of a message due to different interpretations of symbols or words. ● Nonverbal Communication: The transmission of messages through body language, gestures, facial expressions, and other non-verbal cues. ● Feedback: The response from the receiver to the sender, indicating understanding or acceptance of the message. Keywords: ● Communication ● Communication Functions ● Communication Process ● Management Information System (MIS) ● Downward Communication
● Upward Communication ● Horizontal Communication ● Semantic Barrier ● Nonverbal Communication ● Feedback Introduction: The achievement of the objectives of the engineering organization will depend on the performance of the human and non-human elements attached to it. The task of management is to "program” these elements correctly so that each will respond accordingly to their assigned tasks. Standard programming methods have already been adapted by technologists for most machines and equipment. The programming approach to the human element is different and must be dealt with using methods espoused by behavioral scientists. Employees will perform according to the dictates of their minds. If this is really so, then management must reach them through powerful means of persuasion under an atmosphere conducive to effective communication. The issue now will be "is management using the communication option effectively?" The answer must be "yes", for if not, trouble may be forthcoming, if it has not yet arrived. WHAT COMMUNICATION IS Morris Philip Wolf and Shirley Kuiper define communication as “a process of sharing information through symbols, including words and message.” Communication may happen between superior and subordinate, between peers, between a manager and a client or customer, between an employee and a government representative, etc. It may be done face-to-face, or through printed materials, or through an electronics device like the telephone, etc. In management, communication must be made for a purpose and because it has a cost attached to it, it must be used effectively. FUNCTIONS OF COMMUNICATION Communication may be used to serve any of the following functions:
- Information function — Information provided through communication may be used for decision-making at various work levels in the organization. A construction worker, for instance, may be given instructions on the proper use of certain equipment. This will
encoded to conform with the specific requirements of the identified method. An example of an encoded message using telefax as a means of transmission is shown in Figure 6.. Transmit After encoding, the message is now ready for transmission through the use of an appropriate communication channel. Among the various channels used include the spoken word, body movements, the written word, television, telephone, radio, an artist’s paint, electronic mail, etc. Proper transmission is very important so the message sent will reach and hold the attention of the receiver. To achieve this, the communication channel must be free of barriers, or interference (sometimes referred tons noise). Receive The next step in the communication process is the actual receiving of the message by the intended receiver. The requirement is for the receiver to be ready to receive at the precise moment the message relayed by the sender. The message may be initially received by a machine or by a person. In any case, communication stops when the machine is not turned or tuned on to receive the message, or the person assigned to receive the message does not listen or pay attention properly. Decode The next step, decoding, means translating the message from the sender into a form that will have meaning to the recipient. If the receiver knows the language and technology used in the message,
successful decoding may be achieved. Examples of various terms encoded and decoded are shown in Figure 6.. If the receiver understands the purpose and the background situation of the sender, decoding will be greatly improved. In legal practice, for instance, the declarations of a dying person have more weight. Accept The next step is for the receiver to accept or reject the message. Sometimes, acceptance (or rejection) is partial. An example is provided as follows: A newly-hired employee was sent to a supervisor with a note from his superior directing the supervisor to accept the employee into his unit and to provide the necessary training and guidance. As the supervisor feels that he was not consulted in the hiring process, he thinks that his only obligation is to accept the employee in his unit and nothing more. The factors that will affect the acceptance or rejection of a message are as follows:
- the accuracy of the message;
- whether or not the sender has the authority to send the message and/or require action; and
- the behavioral implications for the receiver. Use The next step is for the receiver to use the information. If the message provides information of importance to a relevant activity, then the receiver could store it and retrieve it when required. If the message requires a certain action to be made, then he may do so, otherwise, he discards it as soon as it is received. All of the above-mentioned options will depend on his perception of the message.
Various factors may impede the efficient flow of communication. Any, or all, of these factors may, at any point, derail the process. Even if the message is transmitted by the channel, the timing and the meaning of the message may be affected by the factors. The barriers to communication may be classified generally as: 1. Personal barriers ; 2. Physical barriers ; and 3. Semantic barriers. Personal Barriers Personal barriers are hindrances to effective communication arising from a communicator’s characteristics as a person, such as emotions, values, poor listening habits, sex, age, race, socioeconomic status, religion, education, etc. Emotions cloud the communicator’s ability to judge correctly the real meaning of messages received. People with different values will find it hard to communicate with each other. Poor listening habits of a receiver frustrate the communication efforts of a sender. Physical Barriers Physical barriers refer to interferences to effective communication occurring in the environment where the communication is undertaken. The very loud sound produced by a passing jet temporarily drowns out the voice of a guest delivering a speech. Such distraction does not allow full understanding of the meaning of the entire message and is an example of a physical barrier. Physical barriers include distances between people, walls, a noisy jukebox near a telephone, etc. An office that is too tidy may sometimes inhibit a person from meeting the occupant of the office face- to-face. A menacing pet dog (or secretary) posted near the door may also prevent a person from directly communicating with the object person behind the door. A communication channel that is overloaded may also prevent important information to reach the intended user. Another physical barrier to communication is wrong timing. For instance, how may one expect a person who has just lost a loved one to act on an inquiry from a fellow employee? Semantic Barriers Semantics is the study of meaning as expressed in symbols, words, pictures, or actions are symbols that suggest certain meanings. When the wrong meaning has been chosen by the receiver, misunderstanding occurs. Such error constitutes a barrier to communication. A semantic barrier may be defined as an “interference with the reception of a message that occurs when the message is misunderstood even though it is received exactly as transmitted.” For example, the words “wise” and “salvage” will have different meanings to an English speaking foreigner than to an ordinary Filipino.
OVERCOMING BARRIERS TO COMMUNICATION
When communication barriers threaten effective performance, certain measures must be instituted to eliminate them. To eliminate problems due to noise, selective perception, and distraction, the following are recommended:
- Use feedback to facilitate understanding and increase the potential for appropriate action.
- Repeat messages in order to provide assurance that they are properly received.
- Use multiple channels so that the accuracy of the information may be enhanced
- Use simplified language that is easily understandable and which eliminates the possibility of people getting mixed-up with meanings. TECHNIQUES FOR COMMUNICATING IN ORGANIZATIONS Communication may be classified as to the types of flow of the message which are as follows: downward , upward , or horizontal. Each of the types of message flow has its own purposes and techniques. Downward Communication Downward communication refers to message flows from higher levels of authority to lower levels. Among the purposes of downward communication are:
- to give instructions;
- to provide information about policies and procedures;
- to give feedback about performance; and
- to indoctrinate or motivate. Among the techniques used in downward communication are as follows: letters, meetings, telephones, manuals, handbooks, and newsletters. Letters are appropriate when directives are complex and precise actions are required. When orders are simple but the result depends largely on employee morale, techniques that provide personal interchange like meetings and the telephone, are appropriate. Modern technology has made it possible for people to hold meetings even if they are thousands of kilometers apart from each other. Manuals are useful sources of information regarding company policy, procedures, and organization. Unlike using persons as sources of information, manuals are available whenever it is needed. Handbooks provide more specific information about the duties and privileges of the individual worker. It has also the advantage of being available whenever needed.
nonmanagement personnel, integration and teamwork are fostered, creativity is enhanced, and interpersonal skills are developed, Exit Interviews. When employees leave an organization for any reason, it is to the advantage of management to know the real reason. If there are negative developments in the organization that management is not aware of, exit interviews may provide some of the answers. Horizontal Communication Horizontal communication refers to messages sent to individuals or groups from another of the same organizational level or position. The purposes of horizontal communication are:
- to coordinate activities between departments
- to persuade others at the same level of organization
- to pass on information about activities or feelings Among the techniques appropriate for horizontal communication are: memos, meetings, telephones, picnics, dinners, and other social affairs. Among the techniques appropriate for horizontal communication are: memos, meetings, telephones, picnics, dinners, and other social affairs. MANAGEMENT INFORMATION SYSTEM It was mentioned at the beginning of this chapter that communication may be used to serve the information function. This means that a way must be devised to allow the organization to absorb information necessary for effective decision-making. In this regard, companies of various sizes have organized systems to gather information that will be useful to management.
Management information system (MlS) is defined by Boone and Kurtz as “an organized method of providing past, present, and projected information on internal operations and external intelligence for use in decision-making.” The MIS currently used by corporate firms consists of “written and electronically based systems for sending reports, memos, bulletins, and the like.” The system allows managers of the different departments within the firm to communicate with each other. The Purposes of MIS The MIS is established for various reasons. Wheelen and Hunger enumerate them as follows:
- To provide a basis for the analysis of early warning signals that can originate both externally and internally.
- To automate routine clerical operations like pay-roll and inventory reports.
- To assist managers in making routine decisions like scheduling orders, assigning orders to machines, and reordering supplies.
- To provide the information necessary for management to make strategic or nonprogrammed decisions. Summary: Communicating is a vital function of the engineer manager. Organizations cannot function properly without effective communication. If the required outputs must be realized, communication must be managed.
Questions (Multiple Choice):
- It is defined as a process of sharing information through symbols, including words and message. a. Leading b. Communication c. Communicating d. Marketing
- Communication is also oftentimes used as a means to motivate employees to commit themselves to the organization’s objectives. a. Emotive Function c. Motivation Function b. Information function d. Control Function
- It is consists of various steps, namely, develop an idea, encode, transmit, receive, decode, accept, use, and provide feedback. a. Communication Process c. Conceptualizing b. Control Process d. Forecasting
- It is an organized method of providing past, present, and projected information on internal operations and external intelligence for use in decision-making. a. Visualization c. Conceptualizing b. Control Process d. Management Information Systems
- It involves translating the message from the sender into a form that will have meaning to the recipient. a. Decode c. Encode b. Accept d. Feedback
- It refers to messages from persons in lower-level positions to persons in higher positions. a. Vertical Communication c. Upward Communication b. Horizontal Communication d. Downward Communication
- The reasons below are affiliated to the establishment of Management Information Systems, EXCEPT: a. To provide a basis for the analysis of early warning signals that can originate both externally and internally. b. To automate routine clerical operations like pay-roll and inventory reports. c. To assist managers in making routine decisions like scheduling orders, assigning orders to machines, and reordering supplies. d. To provide the unnecessary information for management to make strategic or programmed decisions.
- An interference with the reception of a message that occurs when the message is misunderstood even though it is received exactly as transmitted. a. Semantic Barrier c. Physical Barrier b. Personal Barrier d. Psychological Barrier
- An alternative to oral communication where the sender seeks to communicate through the written word. a. Verbal Communication c. Nonverbal Communication b. Oral Communication d. Written Communication
- A means of conveying message through body language, as well as the use of time, space, touch, clothing, appearance, and aesthetic elements. a. Verbal Communication c. Nonverbal Communication b. Oral Communication d. Written Communication
