​Workplace Commuication 2

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What is Communication?

Definition

The sharing of information between two or more individuals or groups to reach a common understanding

Importance of Good Communication

Increases efficiency in new technologies and skills

• Learning, Implementing, Training

• Expands workers skills

Increases responsiveness to customers

• Empowers workers - lower response time to satisfy customer wants and needs

Importance of Good Communication

Improves quality of products and services

•  Subordinates communicate problems and solutions for increasing quality to superiors

More innovation through communication

• Cross-functional teams communicating effectively produce higher quality products more efficiently

The Communication Process

Two Phases of the Communication Process

Some text here about the topic of discussion

Feedback phase in which a common understanding is assured.

Transmission phase in which information is shared by two or more people.

​The Communication Process

1. Transmission phase in which information is shared by two or more people

• The process starts with a sender (an individual or group) who wants to share information.

• Sender must decide what information to share and puts the message into symbols or language (encoding).

• Noise: anything harming the communication process

• Once encoded the message is sent through a medium to a receiver

• The receiver interprets or decodes the message

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​The Communication Process

2. Feedback phase in which a common understanding is assured

• The receiver decides what the message means and communicates it back to the sender.

• The original sender decodes the message and makes sure that a common understanding has been reached.

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​The Communication Process

Subject | Subject

​The Communication Process

Messages are transmitted over a medium to a receiver.

Medium: the pathway over which the message is transmitted (e.g., telephone, written note, email).

Receiver: the person getting the message.

• The receiver decodes (interprets) the message, allowing the receiver to understand the message.

• This is a critical point; failure to properly decode the message can lead to a misunderstanding.

• Feedback by receiver informs the sender that the message is understood or that it must be re-sent.

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Types of Communication

Verbal Communication

• The encoding of messages into words, either written or spoken

Nonverbal Communication

• The encoding of messages by means of facial expressions, body language, and styles of dress

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The Role of Perception in Communication

Senders and receivers communicate based on their subjective perceptions.

• Subjective perception can lead to biases and stereotypes that can interfere with effective communication.

• Effective managers avoid communications based on biases and stereotypes.

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The Role of Perception in Communication

Communication relates to senders and receivers personality, perceptions, and motivations.

Example: A recently promoted manager communicates with a rival for the same promotion. The rival feels that the assignment is beneath them and was given as a power play by the newly promoted manager.

The newly promoted manager feels that the rival is the only one capable of carrying out the project.

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​The Role of Perception in Communication

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The Dangers of Ineffective Communication

We can become effective communicators by:

• Selecting an appropriate medium for each message — there is no one “best” medium

• Considering information richness (the amount of information a medium can carry)

  • A medium with high richness can carry much more  information to aid understanding.

  • Is there a need for a paper path or electronic trail to provide documentation of the communication?

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​Information Richness of Communication Media

Subject | Subject

Communication Media

Face-to-Face

• Has highest information richness

• Can take advantage of verbal and nonverbal signals

• Provides instant feedback

  • Management by wandering around takes advantage of this with informal talks to workers.

  • Video conferences provide much of this richness, and reduce travel costs and meeting times.

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Communication Media

Spoken communication electronically transmitted

• Has the second highest information richness.

  • Telephone conversations are information rich with tone of voice, sender’s emphasis, and quick feedback, but provide no visual nonverbal cues.

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Communication Media

Personally Addressed Written Communication

• Has a lower richness than the verbal forms of communication, but is still directed at a given person.

  • Personal addressing helps ensure receiver actually reads the message — personal letter and e-mail are common forms.

  • Does not provide instant feedback to the sender although sender may get feedback later.

  • Excellent medium for complex messages requesting follow-up actions by receiver.

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