Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13 C H
A
P
T
E
R
Communication
?EXPLAIN the elements in the communication process,
?COMPARE the four major directions of
communication,
?DESCRIBE the role played by interpersonal
communication in organizations,
?DISCUSS multicultural communication,
?IDENTIFY significant barriers to effective
communication,
?DESCRIBE ways in which communication in
organizations can be improved,
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-3
Communication Defined
The transmission of information and
understanding through the use of
common symbols from one person to another,
? Common symbols may be
? Verbal
? Nonverbal
? Direction may be
? Up and down (Vertical)
? Across (Horizontal)
? Down and across (Diagonal)
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-4
The Communication Process
Communicator
Who…
Feedback
….with what effect
Receiver
to whom…,
Medium
in what way…,
Message
says what…,
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-5
How Communication Works
?Experts suggest that effective
communication is the result of a
common understanding between,
?The communicator
?The receiver
?The word communication is
derived from the Latin
communis,meaning,common.”
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-6
A Communication Model
Communicator Message Medium Receiver
Feedback
… =
Noise
….,….,….,….,
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-7
The Elements of Communication
Communicator
?Employee with ideas,
intentions,information,and
a purpose
Encoding
?Translate the
communicator’s ideas into
a language expressing the
purpose
Message
?What the individual hopes
to communicate
?Verbal and nonverbal
?Intended and unintended
Medium
?Carrier of the message
Decoding-Receiver
?Interpretation of the
message
Feedback
?Channel to determine
whether the message was
received and produced the
intended response
Noise
?Factors that distort the
intended message
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-8
Feedback
One-Way Communication
Does not allow receiver-to-
communicator feedback
Two-Way Communication
Provide for receiver-to
communicator feedback
Direct Feedback
Face-to-face verbal and
nonverbal exchanges may
express communication
breakdowns
Indirect Feedback
Signals like declines in
productivity may indicate
communication breakdowns,
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-9
Nonverbal Messages or
Communication
? Includes physical cues like,
? Head,face,and eye movements
? Posture,dress,distance,gestures and voice tone
? Some such messages are spontaneous and unregulated
? Other messages conscious and deliberately presented
? Differs from other communication forms because it
? May be difficult to suppress
? Is more apparent to observers than people producing them
? Can be susceptible to multiple interpretations
Information sent by a communicator that is
unrelated to the verbal information
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-10
Communicating Within
Organizations
Horizontal
Communication
Communication
that flows across
functions in an
organization,
Like between
finance and sales
Downward
Communication
Communication
that flows from
individuals in
higher levels of the
organization’s
hierarchy to those
in lower levels,
Official memos,
policies,procedures
Upward
Communication
Communication
that flows from
individuals at
lower levels to
those at higher
levels,
Suggestion boxes,
group meetings
Diagonal
Communication
Communication
that cuts across
functions and
levels in an
organization,
Project avoiding
traditional channels
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-11
Communicating Externally
To present products and services,to project a positive
image,to attract employees,and to gain attention,
FOUR DISTINCT PROGRAMS,
Public Relations
Advertising
Promotion
Customer/Client/Patient Surveys
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-12
Information Richness
Information richness involves how much
information can be effectively transmitted,
Low High
Memo Face-to-face
RICHNESS
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-13
Information Technology
? The Internet covers a wide range of services
and information technologies,
? An intranet is a private protected electronic
communication system within an organization,
? E-mail is transmitting messages through
personal computers,
? Voice mail links a telephone system to a
computer and digitizes and store incoming
messages,
? Videoconferencing and Teleconferencing refer
to technologies associating with viewing and
speaking,
? Electronic Meetings use networked computers
to automate meetings,
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-14
Interpersonal Communications
Communication flows from individual to individual
in face-to-face and group settings,
?Can vary from direct orders to casual expressions,
?Influences how people feel about the organization,
?Problems arise from perceptual differences and
interpersonal style differences,
?Research suggests that over 90 percent of meaning
results from nonverbal cues,
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-15
EFFECTIVE MULTICULTURAL
COMMUNICATION MEANS,
?Familiarize themselves with significant cultural differences that
might affect the communication process,
?Make a conscious,concerted effort to lay aside ethnocentric
tendencies,
?Maintain a posture of,knowing they do not know.”
Multicultural Communication
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-16
Barriers to Effective Communication
? Frame of reference
? Interpretation differences
depending on previous
experiences
? Selective Listening
? Perception
? Interpretation
? Evaluation
? Action
? Value Judgments
? Assigning overall worth
prior to receiving entire
message
? Source Credibility
? Trust,confidence,and faith
in receiver
? Filtering
? Manipulation of information
so the receivers perceive it
as positive
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-17
Barriers to Effective Communication
? In-Group Language
? Words,phrases that have meaning only to group
members
? Status Differences
? Hierarchical ranking expressed through various symbols
? Time Pressures
? May result in short-circuiting
? Communication Overload
? Causes individuals to screen out the majority of
messages
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-18
Improving Communications
in Organizations
Message
?Follow up
?Principle of
sufficiency
?Empathy
?Repetition
?Encouraging
?Mutual trust
?Effective timing
?Simplifying
?Language
?Utilizing feedback
?Using the grapevine
Encoding Communicator
Field of Experience
Receiver Decoding
Field of Experience
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13 C H
A
P
T
E
R
Communication
?EXPLAIN the elements in the communication process,
?COMPARE the four major directions of
communication,
?DESCRIBE the role played by interpersonal
communication in organizations,
?DISCUSS multicultural communication,
?IDENTIFY significant barriers to effective
communication,
?DESCRIBE ways in which communication in
organizations can be improved,
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-3
Communication Defined
The transmission of information and
understanding through the use of
common symbols from one person to another,
? Common symbols may be
? Verbal
? Nonverbal
? Direction may be
? Up and down (Vertical)
? Across (Horizontal)
? Down and across (Diagonal)
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-4
The Communication Process
Communicator
Who…
Feedback
….with what effect
Receiver
to whom…,
Medium
in what way…,
Message
says what…,
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-5
How Communication Works
?Experts suggest that effective
communication is the result of a
common understanding between,
?The communicator
?The receiver
?The word communication is
derived from the Latin
communis,meaning,common.”
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-6
A Communication Model
Communicator Message Medium Receiver
Feedback
… =
Noise
….,….,….,….,
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-7
The Elements of Communication
Communicator
?Employee with ideas,
intentions,information,and
a purpose
Encoding
?Translate the
communicator’s ideas into
a language expressing the
purpose
Message
?What the individual hopes
to communicate
?Verbal and nonverbal
?Intended and unintended
Medium
?Carrier of the message
Decoding-Receiver
?Interpretation of the
message
Feedback
?Channel to determine
whether the message was
received and produced the
intended response
Noise
?Factors that distort the
intended message
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-8
Feedback
One-Way Communication
Does not allow receiver-to-
communicator feedback
Two-Way Communication
Provide for receiver-to
communicator feedback
Direct Feedback
Face-to-face verbal and
nonverbal exchanges may
express communication
breakdowns
Indirect Feedback
Signals like declines in
productivity may indicate
communication breakdowns,
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-9
Nonverbal Messages or
Communication
? Includes physical cues like,
? Head,face,and eye movements
? Posture,dress,distance,gestures and voice tone
? Some such messages are spontaneous and unregulated
? Other messages conscious and deliberately presented
? Differs from other communication forms because it
? May be difficult to suppress
? Is more apparent to observers than people producing them
? Can be susceptible to multiple interpretations
Information sent by a communicator that is
unrelated to the verbal information
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-10
Communicating Within
Organizations
Horizontal
Communication
Communication
that flows across
functions in an
organization,
Like between
finance and sales
Downward
Communication
Communication
that flows from
individuals in
higher levels of the
organization’s
hierarchy to those
in lower levels,
Official memos,
policies,procedures
Upward
Communication
Communication
that flows from
individuals at
lower levels to
those at higher
levels,
Suggestion boxes,
group meetings
Diagonal
Communication
Communication
that cuts across
functions and
levels in an
organization,
Project avoiding
traditional channels
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-11
Communicating Externally
To present products and services,to project a positive
image,to attract employees,and to gain attention,
FOUR DISTINCT PROGRAMS,
Public Relations
Advertising
Promotion
Customer/Client/Patient Surveys
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-12
Information Richness
Information richness involves how much
information can be effectively transmitted,
Low High
Memo Face-to-face
RICHNESS
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-13
Information Technology
? The Internet covers a wide range of services
and information technologies,
? An intranet is a private protected electronic
communication system within an organization,
? E-mail is transmitting messages through
personal computers,
? Voice mail links a telephone system to a
computer and digitizes and store incoming
messages,
? Videoconferencing and Teleconferencing refer
to technologies associating with viewing and
speaking,
? Electronic Meetings use networked computers
to automate meetings,
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-14
Interpersonal Communications
Communication flows from individual to individual
in face-to-face and group settings,
?Can vary from direct orders to casual expressions,
?Influences how people feel about the organization,
?Problems arise from perceptual differences and
interpersonal style differences,
?Research suggests that over 90 percent of meaning
results from nonverbal cues,
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-15
EFFECTIVE MULTICULTURAL
COMMUNICATION MEANS,
?Familiarize themselves with significant cultural differences that
might affect the communication process,
?Make a conscious,concerted effort to lay aside ethnocentric
tendencies,
?Maintain a posture of,knowing they do not know.”
Multicultural Communication
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-16
Barriers to Effective Communication
? Frame of reference
? Interpretation differences
depending on previous
experiences
? Selective Listening
? Perception
? Interpretation
? Evaluation
? Action
? Value Judgments
? Assigning overall worth
prior to receiving entire
message
? Source Credibility
? Trust,confidence,and faith
in receiver
? Filtering
? Manipulation of information
so the receivers perceive it
as positive
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-17
Barriers to Effective Communication
? In-Group Language
? Words,phrases that have meaning only to group
members
? Status Differences
? Hierarchical ranking expressed through various symbols
? Time Pressures
? May result in short-circuiting
? Communication Overload
? Causes individuals to screen out the majority of
messages
Copyright ? 2002 by The McGraw-Hill Companies,Inc,All rights reserved,McGraw-Hill/Irwin
13-18
Improving Communications
in Organizations
Message
?Follow up
?Principle of
sufficiency
?Empathy
?Repetition
?Encouraging
?Mutual trust
?Effective timing
?Simplifying
?Language
?Utilizing feedback
?Using the grapevine
Encoding Communicator
Field of Experience
Receiver Decoding
Field of Experience
