COMM Flashcards
Importance of Good Communication
– Increased efficiency in new technologies and
skills
– Improved quality of products and services
– Increased responsiveness to customers
– More innovation through communicatio
Phases of the communication proces
TRANSMISSION AND FEEDBACK PHASE
in which information is
shared by two or more people.
Transmission phase
in which a common
understanding is assured.
Feedback phase
sender translates the message into
symbols or language
Encoding
person wishing to share information
with some other person
SENDER
what information to communicate
message
refers to anything that hampers any
stage of the communication process
noise
person or group for which the
message is intended
receiver
pathway through which an encoded
message is transmitted to a receive
medium
- critical point where the receiver
interprets and tries to make sense of the
message
decoding
Feedback phase is initiated by the
receiver
decides what message to send to the
original sender
Receiver
eliminates misunderstandings,
ensures that messages are correctly interpreted
Feedback
– The encoding of messages into words, either
written or spoken
verbal comm
The encoding of messages by means of facial
expressions, body language, and styles of
dress.
nonverbal comm
key communication elements
method, situation,receiver, nature of content
Verbal
Non-verbal
Written
Electronic
method
Distance
Speed
Attitude
Different cultures
situation
Could be known or unknown
Sender must imagine being the receiver
receiver
Must be clear and understandable
Unacceptable content should be avoide
nature of content
process through which people select, organize,
and interpret sensory input to give meaning and
order to the world around them
perception
systematic tendencies to use information about
others in ways that can result in inaccurate
perceptions
biases
– often inaccurate beliefs about the
characteristics of particular groups of people
stereotype
e Dangers of Ineffective Communication
When managers and other members of an
organization are ineffective communicators,
organizational performance suffers and any
competitive advantage the organization might
have is likely to be los
sender manipulates information so that
it will be seen more favourably by the receiver
filtering
eceiver selectively sees and
hears based on his/her needs, motivations,
experiences, background and other personal
characteristics.
selective percception
when individuals interpret
another’s message as threatening, they oftenrespond in ways that retard effective
communication
defensiveness
even within a ?? words can
mean different things to different people
language
barriers that hinder effective communication
filtering, selective perception, defensiveness,language
barriers to effective communication
– Messages that are unclear, incomplete, difficult to
understand
– Messages sent over the an inappropriate medium
– Messages with no provision for feedback
– Messages that are received but ignored
– Messages that are misunderstood
– Messages delivered through automated systems
that lack the human elements
Ten Considerations of Effective Communication
– Seek to clarify your ideas before communicating
– Examine the true purpose of communication
– Consider the total physical and human setting
– Consult with others in planning communication
– Be mindful of the overtones as well as the basic
content of your message
– Take the opportunity to convey something of help
or value to the receiver
– Follow-up your communication
– Be sure your actions support your communication
– Seek not only to be understood but to understand
– be a good listene
The amount of information that a
communication medium can carry
information richness
The extent to which the medium enables the
sender and receiver to reach a common
understanding
informaiton richness
Managers and their subordinates can become
effective communicators by
- Selecting an appropriate medium for each
message—there is no one “best” medium. - Considering information richness
- A medium with high richness can carry much more
information to aid understanding.
types of communciation media
- face to face
- spoken communication electronically transmitted
- personally addressed written communication
- impersonal written communication
– Can take advantage of verbal and nonverbal
signals
– Provides for instant feedback.
– Management by wandering around takes
advantage of this with informal talks to workers.
f2f
are information rich
with tone of voice, sender’s emphasis, and quick
feedback, but provide no visual nonverbal cues.
Telephone conversations
– Personal addressing helps ensure receiver
actually reads the message—personal letters
and e-mail are common forms.
Personally Addressed Written Communication
excellent media for complex messages
requesting follow-up actions by receiver.
Personally Addressed Written Communication
Good for messages to many receivers where
little or feedback is expected (e.g., newsletters,
reports
Impersonal Written Communication
The pathways along which information flows in
groups and teams and throughout the
organization
communicatio nnetworks
Type of communication network depends on:
– The nature of the group’s tasks
– The extent to which group members
need to communicate with each other
to achieve group goals
Types of network
wheel, chain, circle, all-channel
info flows to and from one central member
wheel network
members communicate only with the people next to them in the sequence
chain network
members communciate with other close to them in terms of expertise, experience and location
circle network
networks found in teams with high levels of communication between each member and all others
all-channel network
Summarizes the formal reporting channels in
an organization.
org chartt
communications flow between
employees of the same level
horizontal comm
flow up and down
the corporate hierarchy.
Vertical communications
can span levels and
departments—the grapevine is an informal
network carrying unofficial information
throughout the lab
Informal communications
Global system of computer networks that is easy
to join and is used by employees to
communicate inside and outside their
companies
internet
“Business district” with multimedia capabilities
www
A company-wide system of computer networks
for information sharing by employees inside the
firm
intranet
– Lies in their versatility as a communication
medium
– Can be used for a number of different purposes
by people who may have little expertise in
computer software and programming
ADVANTAGE OF INTRANET
– Send clear and complete messages.
– Encode messages in symbols the receiver
understands.
– Select a medium appropriate for the message and,
importantly, one that is monitored by the receiver.
– Avoid filtering (holding back information) and
distortion as the message passes through other
workers.
– Include a feedback mechanism in the message.
– Provide accurate information to avoid rumors.
Communication Skills for Managers as Senders
specialized language that members of an
occupation, group, or organization develop to
facilitate communication among themselves
JARGON
– Pay attention to what is sent as a message.
– Be a good listener: don’t interrupt.
– Ask questions to clarify your understanding.
– Be empathetic: try to understand what the sender
feels.
– Understand linguistic styles: different people speak
differently.
– Speed, tone, pausing all impact communication
COMM SKILLS FOR MANAGERS AS RECEIVERS
– Promotes good understanding of
other’s points
– Promotes good understanding of how
your own points are being perceived
– Will help make you well understood in
the group
– Will promote good relationships
GOOD LISTENING
- Empathising and identifying with the speakeR
- Be responsive
- Listening and understanding points being made
- Listening between the lines
- Pay attention
- Testing for understanding (Feedback)
ACTIVE LISTEING
– Help you to understand their points better,
faster, as a whole; gives you better grasp on
entire issue.
– allow you to put your own points in a way which
is attainable and poignant to the listener
Empathising and identifying with the speake
– Maintain a high level of eye contact.
– Use body language to show interest and
openness.
– Show your understanding using paraphrasing
and short utterances, be careful to encourage
not interrupT
BE RESPONSIVE
– Listen openly to the other person
– Make sure you understand the point and the
point of view before you form an opinion
– Judge the content, not the messenger or
delivery
– Ask the other person for as much detail as
he/she can provide
Listening and understanding points being made
– Pay attention to verbal and nonverbal cues
about how the speaker feels about their points
– Understanding the speaker’s feelings will allow
you to respond sensitively and avoid problems
such as defensiveness.
Listening between the lines
Fight distractions, especially thinking ahead to
what you are going to say back! Your retort may
not be relevant.
Pay attention
– Do not make assumptions –ask questions to
verify your understanding.
– Use multiple techniques to fully comprehend
– Ask open friendly questions such as “If I have
understood correctly you are saying that…?”
– Ask them to repeat themselves if necessary
– Ask them to rephrase things if you feel you are
misunderstandinG
Testing for understanding (Feedback
- Don’t totally control conversation
- Ask the other for other’s views or suggestions
- State your position openly
- Be validating, not invalidating (“You wouldn’t
understand”)
SPEAKING SKILLS
– acknowledge what has been said and
incorporate it into your discourse
Don’t totally control conversation
- Be specific, not global, make your point as
your own
– Be clear in what you are saying but not
damning of other opinions
State your position openlY
– Acknowledge other’s uniqueness,
importance.
– Don’t react to emotional words, interpret
their purpose
– Important not to allow personal feelings to
derail the focus of the discussion.
– Respond in a way that acknowledges the
emotion but eliminates it from the topic.
Be validating, not invalidating (“You wouldn’t
understand”)
participants make decisions
for themselves; you are there to guide not
tell them.
Autonomous
CONSTRUCTIVE FEEDBACK READ IT LMAO
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