Foundations for Business Successes PDF

Chapter 12: Communication in Organizations The Importance of Communication ​ Communication is the foundation of any successful organisation. It's how we plan, organise, lead, and control - the four key functions of management. ​ Communication is how goals are achieved and actions are c...

Chapter 12: Communication in Organizations The Importance of Communication ​ Communication is the foundation of any successful organisation. It's how we plan, organise, lead, and control - the four key functions of management. ​ Communication is how goals are achieved and actions are coordinated. ​ Effective communication skills are highly sought after by employers. The Communication Process ​ The Process Model of Communication provides a framework for understanding how communication happens. ○​ It starts with a Sender, who has a thought they want to share. ○​ The Sender encodes their thoughts into a Message. ○​ The Message is transmitted via a medium, like spoken or written words, or signs. ○​ The Receiver receives the Message and decodes it, giving it meaning. ​ Noise can disrupt any stage of the communication process. ○​ Noise can be external (distractions in the environment), internal to the Receiver (like their current emotional state), or even internal to the Sender (if they aren't motivated to communicate clearly). ​ As we've seen in our discussion about the printer toner scenario, misinterpretations can easily arise from noise. Three Main Functions of Communication ​ Transmitting information ○​ Essential for an organisation to operate effectively. ○​ For example, a manager informs employees about a new policy. ​ Coordinating effort ○​ Aligns individual efforts towards shared objectives. ○​ For instance, team members discuss their roles and responsibilities for a project. ​ Sharing emotions and feelings ○​ Builds strong teams and unites people, especially during challenging or celebratory times. ○​ A manager might offer words of encouragement to an employee who is struggling, fostering a supportive work environment. Effective Communication: An Asset ​ Good communication helps organisations: ○​ Retain valuable employees.  ○​ Increase market value. ​ Good communicators are valuable employees: ○​ They are likely to be viewed favourably in hiring decisions. ○​ They are likely to receive better performance reviews and have better career prospects. ​ For individuals, effective communication can lead to: ○​ Increased job satisfaction. ○​ Career advancement. ​ Effective communication leads to: ○​ Better understanding of issues. ○​ Stronger relationships between colleagues. ○​ Easier consensus-building. The Importance of Understanding the Communication Process ​ By understanding how communication works, we can make informed choices to ensure our messages are received as intended. ​ We can identify potential sources of noise and take steps to minimize their impact. ​ We can choose the most appropriate communication channel for the message and the situation. ​ We can improve our listening skills to become more effective receivers of information. Filtering - the deliberate distortion or withholding of information, often to manage the reaction of the recipient. ​ Examples: ○​ A manager might choose not to share negative sales figures with their boss for fear of repercussions. ○​ An assistant (acting as a gatekeeper) might selectively pass along information to their superior, withholding potentially upsetting news. ​ Consequences: Filtering prevents a clear and accurate flow of information, hindering effective decision-making and potentially creating a culture of distrust. ​ Mitigating Filtering: ○​ Encourage open communication: Cultivate a work environment where employees feel comfortable sharing information, both positive and negative, without fear of reprisal. Reward transparency. ○​ Use multiple channels: Share information through different mediums, such as emails, meetings, and informal conversations, to reduce the impact of filtering by any single individual.  ○​ Seek information from diverse sources: Don't rely on a single individual or department for information; gather insights from various perspectives to obtain a more comprehensive understanding of the situation. Selective Perception - the process of filtering incoming information based on individual needs and biases, often unconsciously. ​ Explanation: We tend to pay attention to information that aligns with our pre-existing beliefs and expectations, while filtering out information that contradicts them. ​ Consequences: Selective perception can lead to misunderstandings and misinterpretations, as individuals may perceive the same message differently based on their own experiences and perspectives. ​ Example: ○​ An employee who has had negative experiences with micromanaging bosses might interpret a manager's request for frequent updates as a sign of distrust, even if the manager's intention is simply to stay informed. ​ Mitigating Selective Perception: ○​ Seek feedback: Encourage open dialogue and actively solicit feedback to ensure that messages are being understood as intended. ○​ Be mindful of your own biases: Reflect on your own preconceptions and how they might influence your understanding of information. ○​ Consider different perspectives: Actively seek out and consider viewpoints that differ from your own. Information Overload - when the amount of information exceeds an individual's capacity to process it effectively within a given time frame. ​ Causes: ○​ The constant barrage of emails, messages, and notifications. ○​ The increasing volume of data and information available in the digital age. ​ Consequences: ○​ Reduced productivity and efficiency, as individuals struggle to manage the influx of information. ○​ Difficulty in focusing and making sound decisions. ○​ Increased stress and anxiety. ​ Example: ○​ A marketing manager overwhelmed with data from various analytics platforms, customer feedback surveys, and social media channels might find it difficult to synthesize the information and identify key trends. ​ Mitigating Information Overload:  ○​ Prioritise and filter information: Learn to distinguish between essential and non-essential information. ○​ Set boundaries and manage distractions: Create designated times for checking emails and messages, and minimise distractions during focused work periods. ○​ Use technology effectively: Leverage tools and software that help to organise, filter, and summarise information. Emotional Disconnects - arise when strong emotions, either related or unrelated to the communication, hinder the ability to send or receive messages effectively. ​ Explanation: ○​ Receivers experiencing strong emotions might misinterpret or ignore the sender's message. ○​ Senders experiencing strong emotions might find it challenging to articulate their thoughts clearly or to control their tone and delivery. ​ Example: ○​ A manager reprimanding an employee while feeling angry about a personal matter might come across as overly harsh and critical, damaging the employee's morale and the working relationship. ​ Mitigating Emotional Disconnects: ○​ Be self-aware: Recognise your own emotional state and how it might be influencing your communication. ○​ Manage your emotions: Take steps to calm yourself down if you're feeling overwhelmed or upset before engaging in important conversations. ○​ Be empathetic: Try to understand the other person's perspective and emotional state, even if you don't agree with them. Lack of Source Familiarity or Credibility - relates to the receiver's perception of the sender's trustworthiness and expertise. ​ Explanation: If the receiver doesn't trust the sender or perceives them as lacking credibility, they are less likely to be receptive to the message. ​ Challenges with Humour: This barrier is particularly relevant when humour is involved, as sarcasm, irony, and jokes can easily be misinterpreted, especially in written communication. ​ Example: ○​ An employee receiving an email from an unknown sender with a request for sensitive information might be hesitant to comply due to concerns about phishing scams. ​ Mitigating Lack of Source Familiarity or Credibility:  ○​ Establish credibility: Build trust and rapport through consistent, reliable communication and by demonstrating expertise in your field. ○​ Be transparent: Clearly state your intentions and motivations when communicating, especially when sharing sensitive or potentially controversial information. ○​ Choose the right channel: Avoid using humour or sarcasm in written communication, as the absence of nonverbal cues can lead to misinterpretations. Workplace Gossip - the grapevine, refers to informal communication that spreads throughout an organisation, often carrying rumours, speculation, and unverified information. ​ Characteristics: ○​ It can spread rapidly and often holds more weight among employees than official communication channels. ○​ It can be difficult to control and can fuel distrust and anxiety. ​ Consequences: ○​ Can distort information and create a culture of suspicion. ○​ Can damage reputations and erode trust in management. ​ Mitigating Workplace Gossip: ○​ Communicate openly and transparently: Keep employees informed through official channels to reduce reliance on the grapevine. ○​ Address rumours promptly: Respond quickly and factually to address misinformation and prevent its spread. ○​ Foster a culture of trust and respect: Encourage employees to rely on official channels and to verify information before sharing it. Semantics - the study of meaning in language. In communication, it refers to the potential for words and phrases to be interpreted differently by different people. ​ Explanation: ○​ Jargon, technical terms, and cultural differences in language use can create barriers to understanding. ​ Example: ○​ A software developer using technical terms like "API" or "debugging" might confuse a marketing team member unfamiliar with those terms. ​ Mitigating Semantic Barriers: ○​ Use clear and concise language: Avoid using jargon or overly technical terms when communicating with individuals outside your field of expertise. ○​ Define key terms: If you must use specialised language, provide clear definitions to ensure everyone understands the terminology.  ○​ Be mindful of cultural differences: Consider how language might be interpreted differently across cultures and adapt your communication style accordingly. Gender Differences ​ Explanation: Research has highlighted that men and women often exhibit different communication styles, which can lead to misunderstandings in the workplace. ​ Examples: ○​ Women might tend to ask more questions before embarking on a project, while men might be more inclined to dive in directly. ○​ Men might use more direct and assertive language, while women might favour a more collaborative and diplomatic approach. ​ Mitigating Gender-Based Communication Barriers: ○​ Be aware of different communication styles: Understand that there are often gender-based differences in communication and approach conversations with sensitivity. ○​ Actively listen and seek clarification: Pay attention to both verbal and nonverbal cues to ensure you're understanding the intended message. ○​ Be respectful of different perspectives: Value diverse viewpoints and communication styles, and create an inclusive environment where everyone feels comfortable expressing themselves. Differences in Meaning Between Sender and Receiver ​ Explanation: Numerous factors can influence how a message is interpreted, including age, education, cultural background, and personal experiences. ​ Examples: ○​ A younger manager using slang or informal language might be misunderstood by older employees who are not familiar with those terms. ○​ A message delivered with a sarcastic tone might be taken literally by someone who doesn't recognise the sarcasm. ​ Mitigating Differences in Meaning: ○​ Know your audience: Consider the receiver's background, experiences, and potential cultural differences when crafting your message. ○​ Choose your words carefully: Use clear, concise language that avoids ambiguity and potential misinterpretations. ○​ Pay attention to nonverbal cues: Be aware of your own nonverbal communication and how it might be influencing the message. Seek feedback to ensure your message is being understood as intended. Biased Language - involves the use of words or phrases that perpetuate stereotypes or offend individuals based on their group affiliation. ​ Examples: ○​ Using gendered language (e.g., "chairman" instead of "chairperson") can reinforce gender stereotypes. ○​ Making assumptions about someone's abilities based on their race or ethnicity can create a hostile work environment. ​ Consequences: Biased language can damage relationships, create a culture of exclusion, and lead to legal issues. ​ Mitigating Biased Language: ○​ Be mindful of your language: Avoid using words or phrases that could be offensive or discriminatory. ○​ Use inclusive language: Choose words that promote equality and respect for all individuals. ○​ Seek feedback: Ask colleagues if they find your language to be inclusive and respectful, and be open to making changes. Poor Listening and Active Listening ​ Explanation: Effective communication involves both speaking and listening skills. Poor listening can be a significant barrier to understanding, while active listening enhances communication. ​ Poor Listening: ○​ Characterised by inattentiveness, distractions, interrupting, and formulating responses before the speaker has finished. ○​ Leads to misunderstandings, missed information, and frustration. ​ Active Listening: ○​ Involves giving the speaker your full attention, seeking clarification when needed, and providing feedback to demonstrate understanding. ○​ Improves comprehension, builds trust, and strengthens relationships. ​ Promoting Active Listening: ○​ Focus on the speaker: Eliminate distractions, maintain eye contact (when culturally appropriate), and avoid interrupting. ○​ Paraphrase and summarise: Restate the speaker's message in your own words to confirm understanding. ○​ Ask clarifying questions: Seek clarification if any part of the message is unclear. ○​ Be empathetic: Try to understand the speaker's perspective and feelings. The Importance of Nonverbal Communication Factors like body language, tone of voice, facial expressions, and personal space can significantly impact how a message is received. The Impact of Poor Communication The sources emphasize that ineffective communication can have detrimental consequences for organisations, potentially leading to: ​ Lowered employee morale ​ Decreased productivity ​ Financial losses ​ Increased conflict and tension ​ Damage to the organisation's reputation Types of Communication ​ Verbal communication, where you listen to someone to understand their meaning. ​ Written communication, where you read to understand meaning. Verbal Communication Verbal communication in business happens over the phone or in person and uses oral messages. This allows for immediate feedback and is a good way to convey feelings. Storytelling is a powerful verbal communication tool. It can be used to help build a shared understanding within an organisation by clarifying values and demonstrating how things are done. Storytelling can even help entrepreneurs secure funding for their firms. A company's stories can also reinforce and maintain its culture. Crucial conversations are discussions in which the stakes are high, opinions differ, and emotions are strong. These require more planning and skill than everyday interactions at work. Some tips for crucial conversations include: ​ Try to use "and" instead of "but" when communicating. ​ Be aware of your communication style and try to be flexible, particularly in stressful situations when styles can become rigid. Written Communication Written communication in business is printed messages such as memos, proposals, emails, letters, training manuals, and operating policies. These messages can be printed, handwritten, or appear on a screen. In contrast to verbal communication, written communication is often asynchronous: the sender can write a message that the receiver can read at any time. It is also a "one-to-many" communication, unlike a one-to-one verbal conversation, allowing messages to be read by many people. Writing is an essential skill for most jobs, with 67% of employees in large US companies and professional state employees having some writing responsibility. 91% of companies consider writing when hiring for any position. Nonverbal Communication Nonverbal communication is what you communicate without words. It's more important than what you say. Nonverbal cues can even affect job offers. Studies show that judges can assess candidates' social skills from silent video recordings by watching gestures, speaking time, and dress formality. To be effective communicators, your body language, appearance, and tone should align with your words. Research shows that people are more likely to blink frequently, shift their weight, and shrug when lying. Tone can also change a message's meaning. A simple shift in emphasis can entirely change a sentence's meaning, as shown in the table below: Nonverbal Cues ​ Body language: Simplicity, directness, and warmth communicate sincerity, which is key to effective communication. ​ Eye contact: Appropriate eye contact varies across cultures. ​ Facial expressions: Facial expressions communicate our emotions to the world. Our brains interpret these as "feelings" about someone's character. ​ Posture: The way we position our bodies sends messages about our interest, professionalism, and more. ​ Touch: The meaning of touch varies between people, genders, and cultures. ​ Space: Different cultures have different norms around personal space. Standing too far or too close can impede effective communication. Communication Channels and Direction of Communication Within Organisations The way a message is communicated affects how accurately it's received. Verbal, written, and nonverbal communication all have different strengths and weaknesses. Effective managers understand these differences and choose the best channel for each message, considering the nonverbal cues each channel conveys. Information Richness Different communication channels have different levels of information richness. Richer channels convey more nonverbal information. The sources illustrate the concept of information richness with a diagram: ​ Face-to-face and video conferencing are the richest channels. They allow senders and receivers to see body language and hear tone of voice, conveying emotions and building relationships. ​ Phone calls are also rich, providing tone of voice but not body language. ​ Handheld devices, blogs, and letters/memos are medium-rich channels because they convey words and sometimes pictures. ​ Formal written documents and spreadsheets are the least rich. They convey facts but lack nuance and emotional cues. Choosing the Right Channel When deciding how to communicate, consider: ​ Do you want to convey facts or feelings? ○​ Verbal communication is better for feelings, while written communication is better for facts. ​ How important is immediate feedback? ○​ Verbal communication allows for instant feedback. ​ Do you need a permanent record of the communication? ○​ Written communication provides a record. Email: The Double-Edged Sword Email has revolutionised workplace communication, but it presents challenges: ​ Information overload: Billions of emails are sent daily, leading to information overload. ​ Lack of richness: Email is medium-rich and can convey facts effectively, but it struggles with emotions and tone. People often misinterpret sarcasm and humour in emails. ​ Misinterpretation: Senders often overestimate how well they convey emotions in emails. Tips for Effective Email Communication:  ​ Don't send chain emails. ​ Don't include sensitive information you wouldn't want others to see. ​ Don't write in all caps. ​ Don't unnecessarily "cc" everyone. ​ Always proofread before sending. ​ Use a clear and concise subject line. ​ State your request in the first line. ​ Use a brief sign-off with your name and contact information. ​ Treat work emails as binding communication. ​ Let the sender know if you receive an email in error. Communication Flow in Organisations Information flows in different directions within organisations: ​ Horizontal communication: Flows between people at the same level. ​ Vertical communication: Flows between different hierarchical levels. ○​ Downward communication flows from higher levels to lower levels. ○​ Upward communication flows from lower levels to higher levels. ​ Diagonal communication: Flows between people at different levels in different departments. External Communication External communication targets audiences outside the organisation. Examples include: ​ Press releases: Convey newsworthy messages to the media and the public. ​ Ads: Paid messages placed in media outlets. ​ Web pages: Can combine elements of public relations, advertising, and editorial content to reach online audiences. ​ Customer communications: Letters, catalogues, direct mail, emails, text messages, and telemarketing messages. Developing Personal Communication Skills The sources highlight the importance of strong communication skills for success in management and offer strategies for enhancing personal communication effectiveness. Improve Your Listening Habits Active listening is a crucial skill for effective communication. Active listening involves:  ​ Giving your full attention to the speaker: This means putting aside distractions and focusing on what the speaker is saying, both verbally and nonverbally. ​ Checking for understanding: Repeat back key points to the speaker to confirm you have understood correctly. ​ Asking clarifying questions: If anything is unclear, ask questions to ensure you fully grasp the speaker's message. Active listening goes beyond simply hearing words; it's about understanding the speaker's perspective and feelings. This creates a stronger connection and builds trust. The sources suggest ten ways to improve listening habits, including starting by taking a moment to breathe before listening, avoiding multitasking, and paying attention to nonverbal cues. Career-Friendly Communication Your communication style can impact your career even when you're not actively communicating. Here are some tips for maintaining career-friendly communications: ​ Use a professional email address: Avoid informal or unprofessional email names. ​ Set a professional voicemail greeting: Ensure your voicemail message is appropriate for business contacts. ​ Manage your social media presence: Be mindful of what your online profiles say about you to potential employers or clients. ​ Google yourself regularly: Check what information about you is available online and address any potentially damaging content. Avoiding Communication Freezers Certain phrases and behaviours can hinder effective communication by making the receiver feel judged or defensive. These "communication freezers" include: ​ Telling people what to do (e.g., "You must...", "You cannot...") ​ Making threats (e.g., "You had better...", "If you don't...") ​ Offering unsolicited advice (e.g., "You should...", "It's your responsibility to...") ​ Being judgmental (e.g., "You're not thinking straight.", "You're wrong.") ​ Giving insincere praise (e.g., "You have so much potential.", "I know you can do better than this.") ​ Psychoanalyzing others (e.g., "You're jealous.", "You have problems with authority.") ​ Dismissing others' problems (e.g., "Things will get better.", "Behind every cloud is a silver lining.") ​ Asking excessive or inappropriate questions (e.g., "Why did you do that?", "Who has influenced you?")  ​ Making light of serious issues (e.g., "Think about the positive side.", "You think you've got problems!") Instead of using these communication freezers, try to approach conversations with empathy and a focus on understanding. Use active listening techniques and avoid language that could be perceived as judgmental or dismissive.