Effective Communication in Organizations: Overcoming Barriers and Encoding Messages, Slides of Business Management and Analysis

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Communications

CHAPTER OVER VIEW

• One of the important human relations skills supervisors need is the ability to communicate effectively.
• The communication process occurs when people send and receive information.

• Effective communication depends on a number of factors. - The receiver can hear a message, or register sound in the brain, but not listen. - Listening occurs when the person who hears sounds also pays attention and tries to understand.

• Effective communication is most likely to occur - when the parties communicate from the receivers viewpoint, learn from feedback, - use strategies for effective listening, and - overcome barriers to communication.

• Ways to avoid these barriers include
  • encoding messages carefully and simply
  • observing feedback,
  • avoiding name-calling,
  • being aware of inferences and prejudices, and
  • phrasing messages to appeal to the receiver.

• Messages may be sent through a variety of ways. - Verbal messages may be oral or written. - Oral messages can be - face-to-face or - use an electronic device such as a telephone or voice mail. - Oral messages have the advantage of including the additional information transmitted by - tone of voice and - phrasing of the message.

• Verbal messages are also transmitted in written form.
  • Letters, memos, and reports take longer to encode and transmit, but they have the advantage of leaving a record for the file. - This is important for taking disciplinary action and ordering materials.
  • Written communications also reduce the potential misunderstanding of complex messages.

• Nonverbal messages include things like
  • looks,
  • gestures,
  • body position,
  • laughter.
  • body position, and
  • noises such as laughter

• The effective managing of an organization requires that communication flows in all directions: - upward, - downward, and - lateral.

• For supervisors, this means they will receive information from all directions and be responsible for sending messages in all directions. - For example, they will receive directions and orders from their boss, and be responsible for sending information to their boss. - They will also receive messages from their employees, and be responsible for informing and passing information to employees.

• Organizations have both formal and informal channels of communication. - Formal communication is work related. - It usually follows the chain of command. - Policies, procedures, and directives follow the formal communication lines. -

• Informal communication is directed toward personal needs and interests. - It is not necessarily work related. - Informal communication includes gossip, rumors, and personal information. - It is transmitted by the organization’s grapevine.

• Sending does not assure receiving.
• Receiving does not assure the message is the intended one.
• Talking or writing does not guarantee that communication will occur.

2. Noise: Anything that can distort a message by interfering with the communication process. - Includes distractions such as - having a headache, - feeling too cold or too hot, - sitting in an uncomfortable chair; - ambiguous words; and - worn equipment to transmit message.