Lim Sei Kee @ cK

The transference and understanding of meaning.

Communication Functions:
 Control member behavior
 Foster motivation for what is to be done
 Provide a release for emotional expression
 Provide information needed to make decisions

The steps between a source and a receiver that result in the
transference and understanding of meaning.

Key parts –
1.
2.
3.
4.
5.
6.
7.
The sender
Encoding
The message
The channel
Decoding the receiver
Noise
Feedback

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

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
CEO
U
P
W
A
R
D
VP
Mgr
VP
Mgr
LATERAL
Mgr
Mgr
D
O
W
N
W
A
R
D

Oral Communication

Written communication

Nonverbal communication

Speeches, formal one-on-one and
discussion, informal rumor, grapevine

Advantages -
group
• Speed & feedback
 Response received in a minimal amount of time
 If unsure, rapid feedback allows for early detection by
sender
 encouraging morale among organizational employees.
 best used to transfer private and confidential
information/matter
 Relying only on oral communication may not be sufficient
 Oral
communication
communication
is
less
authentic
than
written
 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.

Memos, letters, fax, email, instant messaging,
notices, bulletin

Advantages
 Tangible and verifiable
 Record of communication
 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 of written communicationTime consuming
People may not always read them
No immediate feedback

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

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

Formal small-group networks

Grapevine

Computer-Aided communication

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
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

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
 used to spread more than rumors; it's used to spread gossip
 people's reputations, careers, and lives can get destroyed

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
Overused and overloading readers
Difficult to “get” emotional state understood – emoticons
Non-private: e-mail is often monitored and may be
forwarded to anyone
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
 Easily “hacked” with weak security
 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

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
 Avoid “overstimulating” your contacts

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
▪ Such comments may be cause for dismissal
▪ 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

The amount of information that can be transmitted
during a communication episode
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

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

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

Communication Apprehension - Undue tension and anxiety
about oral communication, written communication, or both

Gender Differences
 Men tend to talk to emphasize status while
women talk to create connections

“Politically Correct”
 So concerned with being inoffensive that meaning
and simplicity are lost
 Free expression is in a weak position
▪ CNN: “foreigner” is not allowed – “international”
▪ Little people prefer “little people” instead of midgets

Cultural Barriers
 Barriers caused by semantics
 Barriers caused by word connotations
 Barriers caused by tone differences
 Barriers caused by differences among perceptions
 Assume differences until similarity is proven.
 Emphasize description rather than interpretation
or evaluation.
 Practice empathy.
 Treat your interpretations as a working
hypothesis.




Define communication. Why is it important?
Contrast between oral communication,
written communication and nonverbal
communication.
What is grapevine?
Summarize barriers to effective
communication and how to overcome them.