Communication PDF

COMMUNICATION Dr. Michelle Sabrena Alexander DEFINING COMMUNICATION THE TRANSFER OF INFORMATION FROM ONE PERSON (SENDER) TO ANOTHER PERSON (RECEIVER.) CLASSIFICATION OF COMMUNICATION FORMAL INFORMAL UNOFFICIAL FORMAL COMMUNICATION BASED ON THE CHAIN OF COMMAND WHERE AUTHORITY FLOWS FROM TOP...

COMMUNICATION Dr. Michelle Sabrena Alexander DEFINING COMMUNICATION THE TRANSFER OF INFORMATION FROM ONE PERSON (SENDER) TO ANOTHER PERSON (RECEIVER.) CLASSIFICATION OF COMMUNICATION FORMAL INFORMAL UNOFFICIAL FORMAL COMMUNICATION BASED ON THE CHAIN OF COMMAND WHERE AUTHORITY FLOWS FROM TOP (MANAGERS) TO BOTTOM (SUBORDINATES). SUCH COMMUNICATION IS USED FOR OFFICIAL MESSAGES, POLICIES, PROCEDURES AND DIRECTIVES. ADVANTAGES OF FORMAL COMMUNICATION ❖ IT HELPS IN THE ASSIGNMENT OF RESPONSIBILITY ❖ IT IS OFFICIAL AND ENABLES RESPONSIBILITIES ❖ SAVES TIME AND EFFORT ❖ IT IS MORE BINDING AND THUS MORE LIKELY TO BE OBEYED ❖ FORMAL COMMUNICATION IS WRITTEN ❖ IT IS TRACEABLE SINCE IT IS WRITTEN ❖ IT AVOIDS EMBARRASSMENT OF FACE TO FACE CONTACT IN SENSITIVE SITUATION SINCE IT IS WRITTEN ❖ DISADVANTAGES OF FORMAL COMMUNICATION IT IS COSTLY IT FAILS TO MOTIVATE EMPLOYEE, SINCE IT IS IMPERSONAL AND FINAL IT CAN BE DIVISIVE, SEPARATING PERSONNEL INTO “ RECIPIENT “ AND “NON RECIPIENT” IT IS REGID AND LIMITS INFORMATION FLOW INFORMAL/ UNOFFICIAL COMMUNICATION REFERS TO COMMUNICATION AMONG PEERS WITH NO FORMAL LINES OF AUTHORITY ADVANTAGES OF INFORMAL COMMUNICATION PROVIDE MANAGERS WITH AN EXCELLENT MEANS OF FINDING OUT WHAT AND HOW WORKERS FEEL IT FILLS COMMUNICATION VOIDS ENHANCES NEW IDEAS AND CREATIVITY IT IS VERY CONVENIENT IT UNITES WORKERS AND TEAM SPIRIT DISADVANTAGES OF INFORMAL COMMUNICATION ❖ IT DOES NOT ALLOW LINES OF AUTHORITY TO BE FOLLOWED. ❖ IT CAN LEAD TO INDISCRIMINATE DISCLOSURE OF IMPORTANT INFORMATION ❖ SINCE IT IS VERBAL IT IS VERY HARD TO TRACE ❖ IT IS OFTEN EMOTIONAL AND LADEN WITH SENTIMENTS WHICH CAN DISTORT OR CHANGE ITS MEANING ❖ IT CAN RESULT IN THE SPREAD OF INACCURATE INFORMATION TYPES OF COMMUNICATION ORAL COMMUNICATION ELECTRONIC COMMUNICATION WRITTEN COMMUNICATION V ISUAL COMMUICATION ORAL COMMUNICATION REFERS TO COMMUNICATION BY WORD OF MOUTH FORMS OF ORAL COMMUNICATION 1. ORAL INTERVIEWS 2. MEETINGS AND CONFERENCES 3. RADIO AND TELEVISION 4. TELEPHONE 5. MESSAGES TRANSMITTED THROUGH PUBLIC ADDRESS SYSTEMS FACTORS TO CONSIDER DURING ORAL COMMUNICATION 1. WHAT IS THE AIM OF THE MESSAGE 2. WHAT ARE THE KEY POINTS 3. HOW SHOULD THE MESSAGE BE DELIVERED FACIAL EXPRESSION BODY STANCE ARTICULATION 4. MONITOR THE FEEDBACK CONSTANTLY 5. KNOW WHEN YOU HAVE SAID ENOUGH AND TRY TO END ON A POSITIVE NOTE ELECTRONIC COMMUNICATION COMMUNICATING THROUGH THE USE OF ELECTRONIC MEDIUM FACILITATED BY THE USE OF INTERNET, INTRANET, ELECTRONIC MAIL, VOICEMAIL ECT, FORMS OF ELECTRONIC COMMUNICATION INTERNET INTRANET WORLD WIDE WEB TELECONFERENCE VIDEO CONFERENCE TELECOMMUTING TELEMARKETING COMPUTER ELECTRONIC MAIL CELLULAR PHONE FACSIMILE (FAX) SCANNING OPTICAL CHARACTER READER OPTICAL MARK READER SOCIAL NETWORKING SKYPE FORMS OF ELECTRONIC COMMUNICATION EXPLAINED INTERNET- A LARGE COLLECTION OF NETWORKS, ALL LINKED TOGETHER INTRANET- A NETWORK WITHIN AN ORGANISATION , USED TO SHARE THE ORGANISATION INFORMATION. WORLD WIDE WEB- PART OF THE INTERNET THAT ALLOW USERS TO JUMP FROM ONE PLACE TO ANOTHER USING HYPERLINKS. TELECONFERENCE- CONDUCTING TELEPHONE CONFERENCE CALL AMONG THREE OR MORE PERSONS VIDEO CONFERENCE- CONDUCTING MEETING THROUGH CYBER SPACE WHERE THREE OR MORE PERSONS IS ABLE TO JOIN ELECTRONIC MAIL (EMAIL)- SYSTEM THAT ALLOWS USERS TO TRANSMIT LETTERS, MEMOS AND MESSAGES FROM ONE COMPUTER TO ANOTHER. TELEMARKETING- THE USE OF TELEPHONE LINES AND COMPUTERS TO MARKET PRODUCTS FORMS OF ELECTRONIC COMMUNICATION EXPLAINED CELLULAR PHONES- DEVICE THAT TRANSMITS AND RECIEVE SOUND, MOST COMMONLY THE HUMAN VOICE. IT CAN ALSO BE USED TO CAPTURE IMAGES AND FACILITATE VIDEO CALLS VOICEMAIL- FACIMAIL SCANNER OCR OMR SOCIAL NETWORKING SKYPE WRITTEN COMMUNICATION COMMUNICATION THAT TAKES THE FORM OF ❖ LETTERS ❖ MEMORANDUMS ❖ AGENDAS AND NOTICES OF MEETINGS ❖ REPORTS ❖ BULLETINS AND NOTICES PARTS OF A LETTER 1. LETTERHEAD 2. REFERENCE 3. DATE 4. RECIPIENTS NAME 5. THE ATTENTION LINE 6. SALUTATION 7. SUBJECT HEADING 8. THE BODY OF THE LETTER 9. COMPLIMENTARY CLOSE 10. SIGNATURE 11. ENCLOSURE 12. MEMORANDUMS USED IN BUSINESS TO COMMUNICATE WITHIN (INTERNALLY) THE ORGANISATION. IT MAY BE TYPED OR HANDWRITTEN IT INDICATES THE FOLLOWING THE SENDER DATE REFERENCE SUBJECT HEADING AGENDA A LIST OF ORDER IN WHICH A MEETING WILL BE CONDUCTED IT INCLUDES 1. APOLOGIES FOR ABSENCE 2. READING OF THE MINUTES OF THE LAST MEETING 3. MATTERS ARISING FROM THE LAST MEETING 4. CORRESPONDENCE 5. REPORTS AND GENERAL BUSINESS 6. ANY OTHER BUSINESS 7. DATE, TIME AND PLACE OF NEXT MEETING  REPORTS WELL PLANNED AND IMPARTIAL COMMUNICATION OF FACTUAL INFORMATION OR ADVICE. REPORTS CAN BE WRITTEN ON THE FOLLOWING TOPICS 1. PAST, PRESENT AND FUTURE FINANCIAL POSITION 2. APPRAISAL OF EMPLOYEES PERFORMANCE 3. DETAILS OF PRODUCTIVITY IMPROVEMENT PROGRAMS TYPES OF REPORTS INVESTIGATORY- ONE OF REPORTS THATS INVESTIGATE A PARTICULAR SITUATION/ PROBLEM ROUTINE- CONTINUOUS REPORTS OF A PARTICULAR TASK OR SITUATION.  CONSIDERATIONS FOR WRITING REPORTS 1. IT MUST HAVE A SOUND AND SPECIFIC PURPOSE 2. IT SHOULD BE WELL PLANNED AND ORGANISED 3. IT SHOULD BE KEPT AS SHORT AS POSSIBLE 4. SIMPLE LANGUAGE SHOULD BE USED FOR EASY UNDERSTANDING 5. REPORTS SHOULD BE WELL SCHEDULED SO THAT THEY CAN BE WELL PREPARED WITHOUT DUE BURDEN TO STAFF 6. THE USE AND BENIFIT OF THE REPORT SHOULD EXCEED ITS COST. NOTICES AND BULLTINS USED TO ANNOUNCE FORTHCOMING EVENTS, CHANGES IN POLICIES, AND OTHER MATTERS TO ALL INTERESTED PARTIES. ITINERARIES A WRITTEN RECORD OF TRAVEL DOCUMENTS, WHICH IS OFTEN PREPARED FOR EXECUTIVE AND LIST ALL ESSENTIAL INFORMATION SUCH AS (dates, time of flight, name of hotels, and a record of hotel reservation) VISUAL COMMUNUCICATION A MEANS OF TRANSFERING INFORMATION USING I. CHARTS II. GRAPHS III. TABLES IV. POSTERS V. VIDEOS VI. PHOTOGRAPHS VII. STATISTICS DATA VIII. DIAGRAMS SKILLS NEEDED FOR EFFECTIVE COMMUNICATION CLEAR THINKING- THE ABILITY TO FORMULATE A MESSAGE, ORGANISING THE MOST IMPORTANT POINT IN CLEAR ORDER CLEAR SPEECH- THE ABILITY TO SPEAK CLEARLY AND LOGICALLY CLEAR AND CONCISE WRITING- BEING ABLE TO TYPE CLEARLY IN A WAY THAT THE RECIPIENTS WILL UNDERSTAND. FACTORS TO BE CONSIDERED ON SELECTING COMMUNICATION MEDIA. ❖ DEGREE OF URGENCY ❖ THE MOST APPROPRIATE METHOD ❖ LEVEL OF CONDIDENTIALITY ❖ LOCATION AND DISTANCE ❖ TIME ZONES ❖ COST ❖ INTERNAL AND EXTERNAL USE ❖ COMPLEXITY OF THE MATERIAL ❖ THE IMPORTANCE OF WRITTEN RECORDS ❖ EQUIPMENT AVAILABLE ❖ GOOD NEWS AND BAD NEWS COMMUNICATION FLOWS DOWNWARD- COMMUNICATION THAT FLOWS FROM HIGER AUTHORITY TO SUBORNDINATES THIS TYPE OF COMMUNICATION INVOLVES ❖ INFORMING WORKERS OF THEIR JOB RESPONSIBILITY ❖ INSTRUCTION EMPLOYEE ❖ INFORMING WORKERS OF THEIR RESULTS FROM THEIR JOB PERFORMANCE ❖ INFORMING EMPLOYEES ABOUT MANAGEMENT OBJECTIVES AND GOALS ❖ UPWARD COMMUNICATION COMMUNICATION WHICH TRAVELS FROM EMPLOYEES (SUBORDINATES) TO SUPERVISORS AND MANAGERS UPWARD COMMUNICATION ARE USED PRIMARILY TO: 1. PROVIDE MANAGERS AND SUPERVISORS WITH FEEDBACK 2. TO PASS ON INFORMATION NEEDED FOR HIGHER LEVEL DECISIONS 3. TO PASS ALONG SUGGESTIONS FOR SYSTEMS IMPROVEMENTS AND CHANGE IN POLICIES 4. TO GIVE STAFF AN OPPORTUNITY TO COMMUNICATE AND ASK QUESTIONS VERTICAL COMMUNICATION INVOLVES MESSAGES SENT IN THE FORM OF INSTRUCTIONS, POLICIES OR DIRECTIVES BEING SENT BY THOSE PERSONS IN AUTHORITY TO LOWER LEVEL MEMBERS , ALONG WITH ANY RESPONSES THAT MAY BE GENERATED. HORIZONTAL COMMUNICATION COMMUNICATION BETWEEN PERSONS ON THE SAME LEVEL WITHIN THE BUSINESS ORGANISATION. GRAPEVINE THE INFORMAL TRANSFER OF INFORMATION. WHICH NORMALLY TAKES THE FORM OF GOSSIP OR RUMORS FROM ONE PERSON TO ANOTHER. COMMUNICATION CLIMATE THE INTENAL ENVIRONMENT OF INFORMATION EXCHANGE AMONG PEOPLE IN AN ORGANISATION FORMAL AND INFORMAL NETWORKS. TYPES OF COMMUNICATION CLIMATE ❖ OPEN- THIS IS WHERE WORKERS ARE FREE TO COMMUNICATE AND EXPRESS THEMSELVES ❖ CLOSED- DISCOURAGES COMMUNICATION, THIS IS WHERE POWER IS USED TO CONTROL WORKERS. BARRIERS TO COMMUNICATION PERCEPTUAL BARRIERS SEMANTIC/ LANGUAGE BARRIERS INTERPERSONAL COMMUNICATION BARRIERS POOR READING SKILLS TIME PRESSURE PHYSICAL DISTANCE