HND – 7. Communication
Lim Sei Kee @ cK
Introduction
• Do you communicate a lot?
• Writing, Reading, Speaking, Listening = Communication
• Communication is defined as the transfer and
understanding of meaning.
Communication Functions:
Control member behavior
Foster motivation
Provide a release for emotional expression
Provide information needed to make decisions
Communication process
• The steps between a source and a receiver that result
in the transference and understanding of meaning.
• Key parts –
1. The sender
2. Encoding
3. The message
4. The channel
5. Decoding the receiver
6. Noise
7. Feedback
The Communication Process
Communication Channels
• Channel
▫ The medium selected by the sender through which the
message travels to the receiver
• Types of Channels
▫ Formal Channels
 Are established by the organization and transmit messages
that are related to the professional activities of members
▫ Informal Channels
 Used to transmit personal or social messages in the
organization. These informal channels are spontaneous and
emerge as a response to individual choices
Direction of communication
• Downward – flows from one level of a group or
organization to a lower level
• Upward – flows to a higher level in the group or
organization
• Lateral – takes place among members of the same work
group, among members of work groups at the same level,
among managers at the same level
U
P
W
A
R
D
CEO
VP
VP
D
O
W
N
W
A
R
D
LATERAL
Mgr
Mgr
Mgr
Mgr
Interpersonal communication
• Oral Communication
• Written communication
• Nonverbal communication
Oral communication
• Speeches, formal one-on-one and group discussion,
informal rumor, grapevine
• Advantages • Speed & feedback
 If unsure, rapid feedback allows for early detection
by sender
 Encouraging morale among organizational
employees.
 Best used to transfer private and confidential
information/matter
Disadvantages - oral communication
Relying only on oral communication may not be sufficient
Oral communication is time-saving, but in case of meetings,
long speeches consume lot of time and are unproductive at
times.
Oral communications are not easy to maintain and thus
they are unsteady.
There may be misunderstandings as the information is not
complete and may lack essentials.
Written communication
• Memos, letters, fax, email, instant messaging, notices,
bulletin
• Advantages
Tangible and verifiable
Available for future references
For lengthy and complex communication
Well thought, logical and clear
There is a lesser chance for the message to be
misunderstood
Disadvantages - written communication
Time consuming
People may not always read them
No immediate feedback
Nonverbal Communication
• Body Movement
▫ Unconscious motions that provide meaning
• Intonations and Voice Emphasis
▫ The way something is said can change meaning
• Facial Expressions
▫ Show emotion
• Physical Distance between Sender and Receiver
▫ Can express interest or status
Interpersonal Communication
• Oral Communication
▫ Advantages: Speed and feedback
▫ Disadvantage: Distortion of the message
• Written Communication
▫ Advantages: Tangible and verifiable
▫ Disadvantages: Time-consuming and lacks feedback
• Nonverbal Communication
▫ Advantages: Supports other communications and provides
observable expression of emotions and feelings
▫ Disadvantage: Misperception of body language or gestures
can influence receiver’s interpretation of message
Organizational communication
• Formal small-group networks
• Grapevine
• Computer-Aided communication
Formal small-group networks
• Chain – rigidly follows the formal chain of command
• Wheel – relies on a central figure to act as the conduit for
all the group’s communication
• All-channel – permits all group members to actively
communicate with each other
Common Formal Small-Group Networks
Small-group networks and effectiveness criteria
NETWORKS
CRITERIA
CHAIN
WHEEL
ALL CHANNEL
Moderate
Fast
Fast
High
High
Moderate
Emergence of a
leader
Moderate
High
None
Member
satisfaction
Moderate
Low
High
Speed
Accuracy
Grapevine
• The organization’s informal communication network
• Grapevine Characteristics
▫ Informal, not controlled by management.
▫ Perceived by most employees as being more
believable and reliable than formal
communications.
• Advantages Creates a social bond
 The grapevine fills in a gap that is left when official
information is missing
• Disadvantages▫ Information that gets spread through the grapevine is not
verified
▫ People's reputations, careers, and lives can get destroyed
Computer-aided communication
E-mail
• E-mail
▫ Advantages: quickly written, sent, and stored; low cost for
distribution
▫ Disadvantages:
 Messages are easily and commonly misinterpreted
 Not appropriate for sending negative messages
 Difficult to “get” emotional state understood – emoticons
 Non-private: e-mail is often monitored and may be forwarded
to anyone
Computer-aided communication
Instant/Text Messaging
Forms of “real time” communication of short messages that often use
portable communication devices.
▫ Fast and inexpensive means of communication
▫ Can be intrusive and distracting
▫ Can be seen as too informal
•Instant Messaging
▫ Immediate e-mail sent to receiver’s desktop or device
•Text Messages
▫ Short messages typically sent to cell phones or other handheld
devices
Computer-aided communication
Networking Software
• Linked systems organically spread throughout the
nation and world that can be accessed by a PC
• Includes:
▫ Social networks like MySpace® and Facebook®
▫ Corporate networks such as IBM’s BluePages®
• Key Points:
▫ These are public spaces – anyone can see what you
post
▫ Can be used for job application screening
Computer-aided communication:
Blogs & Videoconferencing
• Blogs: Web sites about a single person (or entity) that
are typically updated daily
▫ A popular, but potentially dangerous activity:
 Employees may post harmful information
 Can be against company policy to post in a blog during
company time and on company equipment/connections
• Videoconferencing: uses live audio and video
Internet streaming to create virtual meetings
▫ Now uses inexpensive webcams and laptops in place of
formal videoconferencing rooms
Channel richness
• The amount of information that can be transmitted
during a communication episode
Choosing the Best Communication
Channel: Media Richness
The channel’s data-carrying capacity needs to be
aligned with the communication activity
High richness when channel:
1. conveys multiple cues
2. allows timely feedback
3. allows customized message
4. permits complex symbols
Barriers to effective communication
• Filtering - A sender’s manipulation of information so that it will
be seen more favorably by the receiver
• Selective perception - People selectively interpret what they
see on the basis of their interests, background, experience,
and attitudes
• Information overload - A condition in which information inflow
exceeds an individual’s processing capacity
Barriers to effective communication
• Emotions - How a receiver feels at the time a message is
received will influence how the message is interpreted
• Language - Words have different meanings to different people
• Silence – Absence of information
• Communication Apprehension - Undue tension and anxiety
about oral communication, written communication, or both
Barriers to effective communication
• Cultural Barriers
▫ Barriers caused by semantics
▫ Barriers caused by word connotations
▫ Barriers caused by tone differences
▫ Barriers caused by differences among
perceptions
Discussion Qs
• 1. Is lying a barrier to effective communication?
• 2. Is there a way to detect liars?
END OF LECTURE 7.
• 1. Tomorrow (26th November)
• REVISION for Phase Test
• 2. PHASE TEST
• LECTURE 1  LECTURE 7
• 2nd December 2014
• 3. TUTORIAL 7
• NEXT WEDS (3rd December 2014)
• 2nd Assignment (Individual)