Communication (1) 2.ppt

SUPERVISORY MANAGEMENT COMMUNICATION What is communication? The process by which information is transmitted and understood between two or more people Four Common Types of Communication A significant portion of the supervisor’s day is spent Reading Writing Speaking Lis...

SUPERVISORY MANAGEMENT COMMUNICATION What is communication? The process by which information is transmitted and understood between two or more people Four Common Types of Communication A significant portion of the supervisor’s day is spent Reading Writing Speaking Listening  The Communication Process 1 3 2 Sender creates that is Message transmitted Channel through a to the Noise - can 4 happen at any time Receiver and the 5 process Who interprets starts over Feedback the message and reacts by giving The Communication Process - Sender The sender is the source of information and the initiator of the communication process. He has the thought or idea The Communication Process Encoding The process of translating thoughts or feelings into a medium – written, visual or spoken – that conveys the meaning intended. Choice of words, gestures, or other symbols for encoding depends on the nature of the message. The Communication Process Selecting a Bulletin boards Medium Meetings Face-to-face Organizational conversations publications Telephone calls News releases E-mails Press conferences Memorandums Advertising Letters Computer reports Photographs The Communication Process The receiver is the person who the message is sent to. The receiver decodes the message upon receiving it. This process is the opposite of encoding and occurs when the receiver interprets the sender’s message from his or her own perspective. The Communication Process Decoding is translating the message into a form that has meaning to the receiver. The message refers to the verbal (spoken and written symbols) and nonverbal cues representing the information that the sender wants to The Communication Process Feedback - This is the receiver’s response to the sender’s message It should have the following characteristics It should be helpful It should be well timed It should be meaningful  Feedback It enables the sender to determine how much of the message was actually received and how accurately the receiver interpreted it. Additional communication is likely to be needed when the feedback indicated that the receiver misinterpreted or misunderstood the message. Feedback can be in the form of a gesture or an expression  NOISE Any distraction, disruption or interference with the normal flow of communication Can enter the communication process at each step. Noise can be physical (that which we hear) as well as otherwise, for example, thinking of something else when someone is speaking, or grammar or typographical error in an email or report The Flow of Communication In an organization, communication flows in three direction Downward Upward Horizontally or laterally Direction of Communication Downward - involves all the means of sending messages from management to the rest of the employees. It is used by supervisors to: Keep subordinates informed Give them job related instructions Inform them of organizational policies and procedures Provides feedback regarding their performance. Selecting Medium in Downward Communication Supervisors should consider the following: Permanency of records Immediacy Need for evidence of understanding or feedback Formality Direction of Communication Upward - involves all the means used by employees to send messages to management Employees used it to convey their feelings, ideas, aspirations and attitudes Direction of Communication Horizontal or lateral - communication that takes place among members of the same work group at the same level or among any horizontally equivalent personnel  The Grapevine The Grapevine The unofficial and informal communication system in an organization Supervisors Attitudes Toward the Grapevine Supervisors have predominately negative feelings about the grapevine. The grapevine is more prevalent at lower- levels of the managerial hierarchy. The grapevine appears to be more Coping with the Grapevine – Supervisors can keep abreast of grapevine communications by regularly conversing with known gatekeepers. – The grapevine cannot be extinguished; attempts to stifle the grapevine as likely to stimulate it instead. – Monitoring and officially correcting grapevine information is perhaps the best strategy for coping with the grapevine. Methods of communication Verbal/Oral Chief means of conveying messages Examples are speeches, formal one-on- one and group discussions, and informal rumour mill or grapevine Advantages-- speed, feedback Disadvantage -- distortion  Method of Communication Written – includes memos, letters, email, fax transmissions, notices placed on bulletin boards, or any other device that is transmitted via written words or symbols Advantages – well thought out, logical and clear Tangible and verifiable Disadvantages Time consuming Feedback or lack of it Method of Communication Nonverbal Communication – includes body movements, the emphasis we give to words, facial expressions and the physical distant between the sender and the receiver. Informal Communications May or may not follow official reporting relationships and/or prescribed organizational channels and may have nothing to do with official organizational business. Common forms of informal communications are the grapevine, management by wandering around, and nonverbal communication. Management by Wandering Around Managers keep in touch with what’s going on by wandering around and talking to people on all levels in the organization Barriers to Effective Communication Filtering – A sender’s manipulation of information so that it will be seen more favourably by the receiver Selective Perception – The receiver selectively seeing and hearing based on their needs, motivation, experience and other personal characteristics. Barriers to Effective Communication Information Overload – a condition in which information inflow exceeds an individual’s processing capacity. Emotions – How the receiver feels at the time of receipt of a communication will influence how he/she interprets it. Barriers to Effective Communication Language – words mean different things to different people Communication Apprehension – Undue tension and anxiety about oral communication, written communication or both THANK YOU