8/12/2010
Module 12
Module 12
Communication
• What is communication and when is it
effective?
• What are the major barriers to effective
communication?
• How can we improve communication with
people at work?
12.1
EFFECTIVE COMMUNICATION
Effective Communication
Communication Process
• Communication is a process of sending
and receiving messages with meanings
• Communication is effective when
understood by the receiver
• Communication is efficient when it is
delivered at a low cost to the sender
• Communication is persuasive when the
receiver acts as the sender intends.
Communication
– Process of
sending and
receiving
g
messages
with
meanings
attached
Use e‐mail, voicemail, text messaging
Give and receive feedback
Work well in teams
Write memos, letters, reports
Check Your Communication Skills
Give persuasive presentations
Network with peers and mentors
Conduct job interviews
Run meetings, contribute to meetings
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8/12/2010
EFFECTIVE COMMUNICATION
EFFECTIVE COMMUNICATION
Communication Process
Communication Process
• Effective Communication
– Receiver must understand the sender’s
message
• Efficient Communication
– Communication occurs at minimum cost
EFFECTIVE COMMUNICATION
12.2
Communication Process
Communication Barriers
• Persuasive communication
• Poor use of communication channels makes
it hard to communicate effectively
• Poor written or oral expression makes it hard
to communicate effectively
• Failure to spot nonverbal signals makes it
hard to communicate effectively
• Physical distractions make it hard to
communicate effectively
• Status differences make it hard to
communicate effectively.
– Convincing others to accept, support and act
on the message
• Credible communication
– Earns trust, respect and integrity
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COMMUNICATION BARRIERS
COMMUNICATION BARRIERS
Communication Channels
Communication Channels
• Communication channels
• Poor use makes effective communication
difficult
• Noise interferes with the
communication process
– Medium used to carry message
• Channel richness
– Ability
Abilit off th
the channel
h
l tto convey meaning
i
COMMUNICATION BARRIERS
COMMUNICATION BARRIERS
Communication Channels
Communication Channels
• Poor written or oral expression makes it
hard to communicate effectively
• Nonverbal communication
– Gestures, expressions, posture and
interpersonal space
– Mixed messages
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COMMUNICATION BARRIERS
COMMUNICATION BARRIERS
Communication Channels
Communication Channels
• Physical distractions
• Status differences
– Plan message to minimize distractions and
interruptions
– Filtering distorts information to make it more
favorable to recipient
12.3
IMPROVING COMMUNICATION
Improving Communication
Listening
• Active listening helps people say what they
really mean
• Constructive feedback is specific, timely and
relevant
• Open communication channels build trust
and improve upward communication
• Appropriate use of technology can facilitate
more and better communication
• Sensitivity and etiquette can improve crosscultural communication
• Active listening
– Taking action to help someone else say what
they really mean
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IMPROVING COMMUNICATION
IMPROVING COMMUNICATION
Listening
Feedback
Listen for
message content
Rules for better
listening
• Constructive feedback
Listen for feelings
Specific
• Be precise, use good, clear, and recent examples to make your points. Respond to
feelings
Timely
• Choose a time when the receiver seems most willing or able to accept it. Note all cues
Valid
Paraphrase and
restate
Small doses
• Limit feedback to things the receiver can do something about. • Never give more than the receiver can handle at one time.
IMPROVING COMMUNICATION
IMPROVING COMMUNICATION
Open Communication
Physical Setting
• Open channels build trust and improve
upward communication
• Work spaces designed to encourage
interaction and communication
– Management by Wandering Around (MBWA)
– Open office hours
– Employee group
meetings
– Proxemics
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IMPROVING COMMUNICATION
IMPROVING COMMUNICATION
Technology
Technology
• Technology can facilitate more and better
communication
• Electronic grapevine
– E-mail
– Text
– Social networking
IMPROVING COMMUNICATION
– Transmit information around informal
networks inside and outside the organization
Cross-Cultural Communication
Module 12 Case
• Ethnocentrism
• Facebook – Communicating the
Web 2.0 way
– Consider one’s own culture to be superior
• Cultural etiquette
– Appropriate
A
i t manners and
db
behavior
h i when
h
communicating with people from other
cultures
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