Communications Process Model

1
Communications Process Model
RECEIVER
SENDER
Message decoded
Channel
Message encoded
Message
Noise
Channel
Feedback encoded
Feedback decoded
Feedback
2
Channel Richness

• The amount of information that can be transmitted
  during a communication episode

3
Listening

• Skill of grasping both facts and feelings to
  interpret a messages genuine meaning
• Listen actively, find areas of interest, resist
  distractions, capitalize on the fact thought is
  faster than speech, be responsive, judge
  content/not delivery, hold ones fire, listen for
  ideas, work at listening, exercise ones mind
• Application of Emotional Intelligence

4
Formal Channels of Communications

• Downward communication
• Goals and strategies, job instructions and
  rationale, procedures and practices, performance
  feedback, indoctrination
• Drop off problem
• Upward communication
• Suggestion boxes, employee surveys, open-door
  policies, management information system reports,
  face-to-face conversations
• Trust is an issue.
• Horizontal communication
• Centralized vs. decentralized team communication
  according to nature of tasks (simple vs. complex)
• Crisis communication
• Calmness and listening, stepping out immediately,
  telling the truth, and communicating a vision

5
Informal Communications

• Outside formal authorized channels
• Coexist with formal communications networks
• Three types of channels
• Personal Communication Networks
• Management By Wandering Around
• Grapevine
• Accurate and organization-relevant
• Are informal communications undesirable?

6
Ways to OvercomeCommunications Barriers
Barriers
How to Overcome

Individual
Active listening
Interpersonal dynamics
Selection of appropriate channel
Channels and media
Knowledge of others perspective
Semantics
Inconsistent cues
MBWA
Organizational
Status and power differences
Climate of Trust
Difference in Departmental needs and goals
Changing organization or group structure to fit
communication needs
Communication network unsuited
Development and use of formal channels
Encouragement of multiple channels, formal and
informal
Lack of formal channels