Chapter 6- Communication in operations Flashcards
The 4 communication functions ?
- Control organisation member behaviour
- Foster motivation for what is to be done
- provide a release for emotional expression
- Provide information needed to make decision
Communication channels
The medium selected by the sender through which the message travels to the receiver
2 types of communication channels
Formal - established by the organisation and transmit messages that are related to the proffessional activities of members
Informal- used to transmit personal or social messages in the organisation. These informal channels are spontaneous and emerge as a response to individual choices
Types of communication in organisations
Nonverbal
Written
Oral
Advantages and disadvantages of written communication
Advantage: Tangible and verifiable
Disadvantage: time consuming and lacks feedback
Pros and cons of oral communication
Pro: speed and feedback
Con: distortion of message
Nonverbal communication pros and cons
Pros: supports other communications and provides observable expression of emotions and feelings
Cons: miss interpretation of body language or gestures can influence interpretation of message
What is Knowledge management
Organising a company’s collective knowledge so the right information gets to the right people at the right time
Why is KM important
A KM system reduces redundancy and makes the operation more efficient
When individuals leave their knowledge and experience goes with them
Intellectual assets are as important as physical assets
How to reduce the negative consequences of rumours ?
1) Announce timetables for making important decisions
2) explain decisions and behaviours that may appear inconsistent or secretive
3) emphasise the downside as well as the positives of current decisions and future plans
4) openly discuss worst case possibilities- never as ANxiety provoking as the unspoken fantasy
Barriers to effective communication
Filtering- manipulation of information for it to be received more favourably by the receiver
Selective perception- people selectively interpret what they see on the basis of their backgrounds interests and attitudes
Information overload
Semantics- the meaning or the interpretation of a word, sentence or other language form
Communication apprehension- undue tension and anxiety about communication
Silence
Powerful communication
Can indicate thinking, anger or fear
Crucial conversations
Silence or violence means convo is crucial
Stakes are high, emotions run strong, opinions vary
Contribution to a pool of shared meaning dries up
Greater the pool the better your decisions
Path to action
Facts: tension comes about between you and a colleague
Your story:” he doesn’t trust me/ thinks I’m weak. If i speak up I’ll look too emotional”
Resulting emotions: hurt , worried
Resulting emotions : silence cheap shots
STATE my path model
What skills
Share your facts
Tell your story
Ask for others paths
How
Talk tentatively
Encourage testing
