Chapter 3

Managing
Communications

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 COMMUNICATION FUNDAMENTALS

Communication is the transfer of information and understanding

from one person to another person which involves at least two
people: A Sender and a Receiver.

It is a way of reaching others by transmitting ideas,

facts, thoughts, feelings, and values.

Communication is what the Receiver understands, not what the

sender says!!!

Thus, Understanding is critical for success in communication.

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 COMMUNICATION FUNDAMENTALS

The Importance of Communication

Organizations cannot exist without communication. If there is no communication

- Employees cannot know what their co-worker are doing,

- Management cannot receive information inputs,
- Supervisors and Team leaders cannot give instructions.
- Coordination of work is impossible (organization will collapse for
lack of communication).
- Cooperation also become impossible (Because people cannot communicate
their needs and feelings to others.

When Communication is effective It will tend to encourage better performance

and job satisfaction ( People understand their jobs better and feel more involved in them)

Open Communication is generally better than restricted communication.

In effect, if employees know the problems an organization is facing and hear wha
managers are trying to do, they will usually respond favorably.

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 COMMUNICATION FUNDAMENTALS

The Two-Way Communication Process

Is the method by which a sender reaches a receiver with a message.

The Process has always requires eight steps:

• Develop an Idea (the sender wishes to transmit. )

• Encode (Convert the idea into suitable words or symbols for transmission)
• Transmit (Such as Memo, phone, personal visit.)
• Receive (Transmission allows another person to receive a message)
• Decode (Convert the message back to understandable format)
• Accept (Once the message is decoded it can be accepted or rejected)
• Use (The receiver may or may not use and/or store information for future)
• Provide Feedback (When the receipt of message is acknowledged the
communication loop is completed)

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 COMMUNICATION FUNDAMENTALS

POTENTIAL COMMUNICATION PROBLEMS

Two-ways communication is not exclusively beneficial. It also can cause

difficulties.

Polarization can happen when two people disagree over something but not
realized it until they establish two-way communication in which their different
viewpoints can be exposed.

Defensive Reasoning can happen when people threatened with the potential
embarrassment of losing an argument in which people tend to abandon logic and
rationality.

Cognitive Dissonance is the internal conflict and anxiety that occurs when people
receive information incompatible with their value systems, prior decisions, or other
information they may have.

Face Saving - Communication causes pressure since others are judging us by our
communication. Face saving is an attempt to preserve our valued self-concept from
personal attack, slurs, sarcastic criticism or harmful information from people during
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 COMMUNICATION FUNDAMENTALS

COMMUNICATION BARRIERS
PERSONAL BARRIERS
• Psychological distance

PHYSICAL BARRIERS
• Distracting noise
• Distances
Proxemics: The study of spatial separation

SEMANTIC BARRIERS
• Semantics
• Inference

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 COMMUNICATION FUNDAMENTALS

Personal Barriers
Are communication interferences that arise from human emotions, values, and poor
listening habits. Personal barriers are a common occurrence in work situation.

Personal Barriers often involve a Psychological Distance which is a feeling of

being emotionally separated people that is similar to actual physical distance.

Physical Barrier
Are communication interferences that occur in the environment in which the
communication takes place. (e.g. Noise drowns a voice message temporarily)

Other Physical barriers are distances between people, walls or static that interferes with
radio messages)

Physical Barriers can be converted into positive forces through Ecological Control, in
which the surroundings are altered by the sender as to influence the receiver’s feelings
and behavior. Such as Moderate tidiness, reasonable amount of status symbols, plants
may all effect a visitor’s perceptions.

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 COMMUNICATION FUNDAMENTALS

Proxemics is the study of Proper Physical distance between two parties as they
communicate.

Proxemics involves the exploration of different practices and feelings about

interpersonal space within an across cultures.

Personal Distance examples

In USA : 15 – 45 Cm (Communication Distance between close friends)

100 – 130 Cm (Communication Distance between acquaintances)
130 – 400 Cm ( Communication distances at work related discussions)

In Latin American and Asian culture people generally favor closer personal distances
for personal conversations.

Workers in Arab countries often maintain extremely close contact.

The sender should be aware of cultural norms and receivers preferences.,

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 COMMUNICATION FUNDAMENTALS
Semantic Barriers
Semantics is the science of meaning, as contrasted with phonetics, the Science of
sound. Semantic barrier arise from limitation in the symbols with which we
communicate.

Symbols usually have a variety of meanings, and we have to choose one meaning from
many. Some times we choose the wrong meaning and misunderstanding occurs.

For instance the slang phrase “Hell of a job” . The meaning may be misunderstood and
in that instance the semantic barrier leads to emotional barrier.

Semantics presents a particularly difficult challenge when people from different

cultures attempt to communicate with each other.

Inference
Whenever we interpret a symbol on the basis of our assumptions instead of the facts
we are making an inference. Inference Is an essential part of the most communication.
We can not avoid it until all communication is factual before accepting it. Since
Inference can give a wrong signal, we need to be aware of them and appraise them
carefully.
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 COMMUNICATION FUNDAMENTALS

COMMUNICATION SYMBOLS

• Words, Pictures and Actions

WORDS
Words are the main communication symbol used on the job. Many employees spend
more the 50 percent of their time in some form of verbal communication.

A major difficulty occurs, however, since nearly every common word has several
meanings. Multiple meaning are necessary because we are trying to talk about an
infinitely complex world while using only a limited number of words.
Thus, “Context” , which is the environment surrounding the use of word is important.

The complexities of single language are compounded when people from diverse
backgrounds such as different educational levels, ethic heritages, or cultures- attempts
to communicate.
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COMMUNICATION FUNDAMENTALS: Guidelines for Readable Writing

• Use simple and familiar Words and Phrases, such as “improve” instead of
“ameliorate” and “like” instead of “ In a manner similar to that of” these ease the
readers risk, and make comprehension more likely.

• Use personal pronouns such as “you” and “them”, if the style permits. These help
the receiver relate to the massage.

• Use illustration, example, and charts. Remember that “ a picture speaks a thousand
words”.

• Use short sentences and paragraphs. You want to express your thoughts efficiently
Avoid excessive conjunctions and divide long paragraphs.

• Use active verbs such as “ the manager decided… Rather than” the manager came to the
conclusion that…” active words carry more impact.

• Use only necessary words. For example , in the sentence “Bad weather conditions
served to prevent my trip” the word” conditions” is not needed and “ served to
prevent” can shortened. Say “ bad weather prevented my trip

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 COMMUNICATION FUNDAMENTALS
PICTURES

A second type of symbol is the picture, which is used to clarify word communication.
Organization make extensive use of pictures, such as Blueprints, Progress charts,
Fishbone diagrams, Causal maps, Visual aids in training programs, scale models of
products, and similar devices.

Pictures can provide powerful visual images, as suggested by the proverb “A picture
is worth a thousand words”. To be most effective, however, pictures should be
combined with well chosen words and actions to tell a complete.

ACTIONS (Nonverbal Communication)

A third type of communication symbol is action, also known as nonverbal

communication. Often people forget that what they do is a means of communication
to the extent that such action is open to interpretation by others. For example, a
handshake and a smile have meaning. A raise in pay or being late for an appointment
also has meaning. An important aspect of non verbal communication is Body
Language, by which people communicate meaning to others with their bodies in
interpersonal interaction.
Body language is an important supplement to verbal communication in most part of the
world.
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 COMMUNICATION FUNDAMENTALS

DOWNWARD COMMUNICATION

In an organization the information flows from higher to lower levels of authority .

Almost one half of Managerial communications are with subordinates, with the
remainder divided among superior , peers, and external recipients.

To communicate downward , some Executive rely on colorful booklets, flashy

PowerPoint presentations, and elaborately planned employees meetings.
These approaches, while attention getting, often fail to achieve employee
understanding- which is one of the goals of effective communication.

The key to better communication lies not just in the use of color, action and electronic
aids, but in the “Presentations of information” by more sensitive manages who prepar
carefully and convey their message with candor and warmth.

Managers who communicate successfully are sensitive to human needs and open to
true dialogue with their employees.
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 COMMUNICATION FUNDAMENTALS

PREREQUISITES AND PROBLEMS

Part of Management’s failure has been that It has not prepared for effective
communication. It has failed to lay a good foundation.

A solid foundation has four cornerstones that act as Prerequisites for an effective
approach.

1. Managers need to develop a positive communication attitude.

(Managers must convince themselves that communication is an important part of their jobs
2. Manages must continually work to get informed. (They need seek out relevant
information of interest to employees, share it, and help employees feel informed)
3. Managers need to continuously plan for communication at the beginning of
a course of action
4. Managers must develop trust. If sub-ordinates do not trust their superiors,
they are not as likely to listen to or believe management's messages.

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 COMMUNICATION FUNDAMENTALS

PREREQUISITES AND PROBLEMS

Communication Overload

Managers sometimes operate with the philosophy that more communication is better
communication.

They give employees enormous amounts of information until employees find that
They are overwhelmed with data, but understanding is not improved. What happens
is a communication overload, in which employee receive more communication
inputs than they can process or more than they need.

The keys to better communication are “Timing” and “Quality”, not “Quantity”.
It is possible to have better understanding with less total communication if it is
high quality and delivered at the appropriate moment.

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 COMMUNICATION FUNDAMENTALS
PREREQUISITES AND PROBLEMS

Acceptance of a Communication

Acceptance of a message by the receiver is critical since without acceptance,

communication breaks down.

Several conditions encourages Acceptance of Communication:

• Acknowledge legitimacy of the sender to send a message

• Perceived competence of the sender relative to the issue
• Trust in the sender as a leader and as a person
• Perceived credibility of the message received
• Acceptance of tasks and goals that communication is trying to accomplish
• Power of the sender to enforce direct or indirect sanction on the receiver

If Overload can be prevented and the likelihood of acceptance ensured through the
above six conditions, then Manager's can turn their attention toward the satisfaction
of four important Communication Needs of Employees.
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 COMMUNICATION FUNDAMENTALS
COMMUNICATION NEEDS

Employees at lower levels have a number of Communication needs. Managers think

that they understand employees’ needs, but often their employees do not think so.

This fundamental difference in participation tends to exist at each level in

organizations, thereby making communication more difficult. It causes Downward
communicators to be overconfident and probably not take enough care with downward
messages.

Job Instructions

Employees need of proper instruction regarding their work. The consequence of

inadequate job instructions can be disastrous.

Performance feedback

Employees need feedback about their performances. Feedback helps them to know
what to do and how well they are meeting their own goals. Good Performance
feedback enhances employees self image and feelings of competence.

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 COMMUNICATION FUNDAMENTALS

COMMUNICATION NEEDS

News

Managers should reach employees as fresh and timely news rather than as a stale
confirmation of what already has been learned from other sources. Nowadays
closed- circuit television , daily recorded telephone messages by dialing a certain
number , email and Websites can be used to provide fresh news to employees.

Social Support

Another communication needs that employees need at work is Social Support, which
is the perception that they are cared for, esteemed, and valued.

Managers must establish an interpersonal warmth and trust with their employees
in order to have a positive impact on employees’ psychological and physical health,
as well as job satisfaction and better performance.

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 COMMUNICATION FUNDAMENTALS

UPWARD COMMUNICATION

If the two way flow of information is broken by poor upward communication,

Management loses touch with Employee needs and lacks sufficient information
to make sound decisions and also provide needed task and social support for
employees.

Management also needs to tune into employees in the same way a person with a
radio tunes in.

This process requires initiative, positive action, sensitive to weak signals, and
adaptability to different channels of employee information. It primarily requires
an awareness and belief that upward messages are important.

Management has to develop effective procedures early enough to encourage

Upward communication.

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 COMMUNICATION FUNDAMENTALS
UPWARD COMMUNICATION DIFFICULTIES

Several problems plague upward communication, especially in larger, more complex

organization.

• Delay
• Filtering
• Short-Circuiting
• Need for response
• Dissertation

Delay is the unnecessarily slow movement of information to higher levels.

Indecisive Managers hesitate to take a problem upward because doing so implies an
administration failure, therefore each level delays the communication while trying to decide
how to solve the problem.

Filtering is partial screening out information . It occurs because of the natural tendency
for an employee to tell a superior only what the employee thinks the superior wants to hear.
However there maybe legitimate reasons for Filtering. The total message may be technically
overwhelming, or the information may be speculative and require addition confirmation.
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 COMMUNICATION FUNDAMENTALS
UPWARD COMMUNICATION DIFFICULTIES

Short-Circuiting – Sometimes, in an effort to avoid Filtering, people Short-circuit

around their superior, which means they skip one or more steps in the communication
hierarchy.

- On the positive side, Short Circuit reduces Filtering and Delays ;

- On the negative side, since it upsets those who are bypassed, employers usually
discourage it .

Need For Response- Since employees initiate upward communication, they are the
Senders, and they have strong expectations that feedback will occur.

- If Management provides a quick response, further upward messages be encouraged.

Otherwise, lack of management response suppresses future upward communications.

Distortion – This is the wilful modification of the message so as to achieve one’s

personal objectives. Message Distortion robs a manager of accurate information and the
capacity to make enlightened decisions. Distortion is also represents unethical behaviour that
can destroy trust between two parties. 3-21
 UPWARD COMMUNICATION PRACTICES

Questioning Managers can encourage Upward Communication by asking good

questions. This practice shows employees that management takes an interest in their
opinions, desire, additional information, and values their input.

Questions can take several forms, but the most common types are Open Questions
(invokes a broad response in many ways) and Closed Questions (gets specific response).

Listening (Active listening) Listening is more than hearing, it requires use of

the ears and the mind.

Effective listening works on two levels it helps receivers understand both the factual
idea and the emotional message the sender intended. Good listeners not only hear
what the person is saying but also learn about the feelings and emotions of that person

Managers who listen effectively send a key signal that they care about employee.

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 UPWARD COMMUNICATION PRACTICES

Employee Meetings One useful method of building Upward Communication

is to meet with small groups of employees.

In these “town hall” meetings employees are encouraged to talk about job
problems, needs, and management practices that both help and interfere with
job performance.
The meeting attempt to probe in some depth the issues that are on the minds of
employees. As a consequence employee attitude improves and turnover declines.

An Open Door Policy An open- door policy is a statement that encourages

employees to come to their supervisor or higher management with any matter
that concerns them. Usually , employees are encouraged to see their supervisor
first. If their problem is not resolved by the supervisor, then higher management
may be approached. The goal is to remove blocks to upward communication.

Open Door is not easy to be implemented because of real or perceived barriers

between managers and employees.

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 UPWARD COMMUNICATION PRACTICES

The Managers door may be physically open, but psychological and social
barriers exist that make employees reluctant to enter. This is because some
employees lack information, they are afraid of incurring manager’s disfavour
if they raise disruptive issues.

One of the more effective Open-Door Policy for managers is to walk through
their own doors and get among their people. This practice is described as
Management By Walking Around (MBWA).

MBWA enables management to learn more than they ever would learn by
simply sitting in their offices, besides projecting a supportive atmosphere.

Participation in Social Groups Informal, casual recreational events

furnish superb opportunities for unplanned Upward communication.

This spontaneous information sharing reveals true conditions better than most
formal communications. There are departmental parties, sports events, picnics
and other employer sponsored activities.

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 OHER FORMS OF COMMUNICATION

1. LATERAL COMMUNICATION

Managers engage in a large amount of cross-communication, which is communication

across chains of command.

Lateral Communication is necessary for job coordination with people in other departments. It
is also is done because people prefer the informality of lateral communication rather than Up
and Down communication process of the official chain of command. Employers who play a
major role in Lateral communication are referred to as Boundary Spanners.

Boundary Spanner employees have strong communication links with their

department, with people in other units, and links with external communities.

Networks Whereas Boundary spanners acquire their roles through formal task
responsibilities, much other Lateral communication takes place in less formal ways.
A network is a group of people who develop and maintain contact to exchange information
informally, usually about shared interest. An employee who become active in such a group is
said to be networking. Although networks can exist within as well as outside a company,
usually they are built around external interest, such as recreation, social clubs, minority status,
professional groups, career interest and trade meetings.
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 LATERAL COMMUNICATION

Ombudsperson Another device for aiding communication is the use of an

Ombudsperson.

This position is created to receive and respond to inquiries, complaints, request for
policy clarifications or allegations of wrongdoing from employees who do not feel
comfortable going through normal channels of communication.

Ombudsperson investigates and intervenes, where necessary to right or wrong to

correct the system to prevent future errors.

In this way a streamlined alternatives to the chain of command is created, and

employees feel that their problem will receive a fair and impartial hearing

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 OHER FORMS OF COMMUNICATION

2. ELECTRONIC COMMUNICATION

Electronic Mail (e-mail) is a computer based communication system that allows

you to some one or to hundreds of people almost instantaneously. It is stored within
the Computer system until the recipients turn on their networked personal computer
and read the message at their convenience at which they can respond in the same
manner.

The primary advantages of email are their speed and convenience.

However email has a number of disadvantages such as-

- The loss of face-to-face contact,

- The temptation to send flaming messages ,
- The risk of using acronyms and emotions that will be misunderstood

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 OHER FORMS OF COMMUNICATION

2. ELECTRONIC COMMUNICATION
Telecommuting is also called the Electronic Cottage.
Telecommuters accomplish all of part of their work at home, or at a satellite location,
through computer links to their offices.

Telecommuting has both the Personal, Corporate and Social Advantages .

Personal Advantages of Telecommuting include:

- Freedom from the distraction of the work place,
- Reduction in the time and money spent on commuting,
- Opportunity to reduce expenditure for the work relevant clothing,
- Opportunity to spend more time with family members to provide care at home.

Corporate Advantage of Telecommuting include:

- Improved productivity,
- Reduced office space requirements,
- Opportunity to hire key personnel from distant cities
- Increased employee loyalty because of employers commitment to telecommuting
- Job opportunity for disable workers
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 OHER FORMS OF COMMUNICATION
2. ELECTRONIC COMMUNICATION

Social Advantages of Telecommuting -

- Reducing traffic and pollution ,
- Creating employment opportunity for people who are unable to work outside due to
other commitments (i.e. Mothers with young children etc….)

Virtual offices The impact of technological developments on communication

offers both great promise beyond Telecommuting with some problem as well.

Some companies, such as Compaq, IBM and AT&T have implemented virtual
offices, in which physical office space and individual desk are being replaced with
an amazing array of portable communication tools, electronic mail, cellular phones,
think pads, voice mails systems, laptop computers fax machines and video conferencing.

Employers armed with this kind of communication tools can perform their work not
just in their homes, as telecommuters do but almost anywhere. One significant risk is
the loss of an opportunity for social interaction; since employees still need to gather
informally, exchange ideas and experiences face-to-face , and develop a sense of
teamwork.
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 INFORMAL COMMUNICATION
The Grapevine is an Informal Communication system. It coexist with
Formal Communication system. It arrives from social interaction ,
it is fickle, dynamic, and varied .

The term “Grapevine” applies to all Informal Communication, including company

information that is communicated informally between employees and people in the
community.

Although Grapevine information tends to be sent orally, it may be

written, hand written or typed notes sometimes are used, but in the
modern electronic office these messages typically are flashed on
computer screens, creating the new era of the Electronic Grapevine.

Electronic Grapevine can not replace Face-to-face Grapevine for two reasons:
- Not every employee has access to network at work
- Many workers enjoy the more personal social interaction gained through the
traditional grapevine,

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Thank You…

Any Question???

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