2.3 Communication

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2.3 Communication

• Chapter 12

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Effective Communication

• The exchange of information between people or
  groups with feedback

B A R R I E R S
Sendor Aim of Communication
Message
Message
Receiver Understands the message
Appropriate Language or Medium
Response
Feedback to Sendor
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Why is effective communication important?

• Effective communication will aid motivation
• Can enhance problem solving
• Speed of decision-making
• Speed of response to market changes
• Reduces risk of errors
• Effective coordination between departments

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Communication Media

• Oral Allows 2-way communication
• One-on-One conversations
• Interviews
• Group Meetings Team Briefings
• Advantage feedback, body language
• Disadvantage meaning unclear, no record, time
  intensive

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Communication Media

• Written Can be referred to
• Letters, Memos, reports, notices, reports,
  minutes of meetings, and diagrams
• Advantage great for detailed data, can be
  reviewed, accurate record
• Disadvantage no immediate feedback, eliminate
  non-verbal communication no evidence the
  message was received or understood

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Communication Media

• Electronic Speed and often combined with a
  written record
• Internet, email, intranets, fax messages, video
  conferencing, mobile telephones
• Advantage speed
• Disadvantage staff needs training, reduce social
  contact, staff may use company time for personal
  communication, security issues, hard copies kept
  anyway, INFORMATON OVERLOAD

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Communication Media

• Visual Supports oral, written, and electronic
  communication
• Diagrams, pictures, chartsVery useful for
  training and marketing
• Advantage can be displayed on overhead,
  whiteboards, data projectors, and DVDs
• Disadvantage Too much of a good thing have you
  seen too many Powerpoints?

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Communication Media

• Non-Verbal Communication Can clarify the verbal
  message.
• Body Language, facial expressions, posture
• Advantage Can interpret non-verbal cues
• Disadvantage non-verbal communication may not be
  clearly understood.

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Choice of Media

• Importance of written record needed
• Advantages gained by 2-way communication
• Cost
• Speed
• Quantity of data communicated
• Multiple methods may be needed
• Size and geographical spread of business

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Informal Communication

• Water Cooler Communication

Damaging Useful
Wastes valuable working time Creates a feeling of belonging
Spreads gossip and rumors Management can use the grapevine to its advantage to test new ideas
Informal groups may band together to resist change Can clarify management messages when discussed by colleagues
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Barriers

• Failure in one of the stages of communication
• Medium chosen inappropriate
• Receiver forgot part of the message
• Misleading or incomplete message
• Excessive use of technical language
• Too much information
• Channel of communication too long

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Barriers How to fix ?

• Select appropriate medium for message
• Use written form for a long or complicated
  message
• Consider the clarity of the message carefully
• Avoid using jargon when possible
• Highlight important messages and consider
  eliminating less important information
• Shorter chains of communication will reduce the
  risk of distortion

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Barriers By Sendor or Receiver

• Poor attitudes of either the sendor or the
  receiver
• Fix Establish trust all staff is important
• Intermediaries those in the middle do not pass
  on the message or change it
• Fix Keep channel short and build in feedback
• Sendor has poor opinion of receiver
• Fix Train and motivate staff as to the
  importance of communication

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Barriers Physical Reasons

• Noisy factories
• Fix Physical conditions should be appropriate
  for method used
• Geographical distance
• Fix Modern electronic methods such as email and
  video conferencing