COMMUNICATION IN ORGANIZATIONS

1. COMMUNICATION IN ORGANIZATIONS

2. What is communication? • Effective communication is very essential for management to successfully perform its functions. Many operations have failed because of poor communication, misunderstood messages and unclear instructions. Communication plays an important role in all walks of human life as well as organizational life. It is inherently a social process. Whether one communicates face to face with a single person or with a group of people via television, it is still a social activity involving two or more people. • Communicationis defined as the transfer of information from a sender to a receiver, with the information being understood by the receiver. It is the process by which information is exchanged and understood by two or more people. Communication must include both the transference and the understanding of meaning. An idea, no matter how great, is useless until it is understood by others.

3. The Communication Process Before communication can take place, a purpose, expressed as a message to be conveyed, is needed. It passes between a source (the sender) and a receiver. The message is encoded (converted to a symbolic form) and passed through a medium (channel) to the receiver, who translates (decodes) the message initiated by the sender. The result is transference of meaning from one person to another. Communication process is the steps between a source and a receiver that result in the transference and understanding of meaning. The communication process is made up of seven parts: the source (sender), encoding, themessage, channel (medium), decoding, the receiver, and feedback. The essential purpose of this chainlike process is to send an idea from one person to another in a way that will be understood by the receiver.

4. 1. The source (sender): Communication begins with the sender, who has a thought or an idea which is then encoded in a way that can be understood by both the sender and the receiver. The source initiates a message by encoding a thought. 2. Encoding: This has to do with selecting symbols with which to compose a message. The purpose of encoding is to translate internal thought patterns into a language or code that the intended receiver of the message will probably understand. 3. The Message: The message is a physical form of the thought which can be experienced and understood by one or more senses of the receiver. When we speak, the speech is the message. When we write, the writing is the message. When we gesture, the movement of our arms and the expression on our faces are the message.

5. 4. The Channel (Medium): It is the medium through which the message travels. It is a vehicle used for the transmission of the message. The message may be oral or written, and it may be transmitted through a memorandum, a computer, the telephone, a telegram, or television. At times, two or more channels are used. In a telephone conversation, for instance, two people may reach a basic agreement that they later confirm by a letter. Since many choices are available, each with advantages and disadvantages, the proper selection of the channel is vital for effective communication. 5. Decoding: Before the message can be received, the symbols in it must be translated into a form that can be understood by the receiver. Decoding is the process in which the receiver converts the message into thought. The receiver decodes the message for the purpose of interpreting and understanding the meaning of the message. The chances of successful decoding are greatly enhanced if the receiver knows the language and terminology used in the message, and/or understands the sender’s purpose and background situation.

6. 6. The Receiver: The receiver is the object to whom the message is directed. The receiver has to be ready for the message so that it can be decoded into thought. For example, a person who is thinking about an exciting football game may pay insufficient attention to what is being said about an inventory report, thus increasing the probability of communication breakdown. 7. Feedback: Feedback is the check on how successful we have been in transferring our original messages as originally intended. It determines whether understanding has been achieved. This is the final link in the communication process. One can never be sure whether or not a message has been effectively encoded, transmitted, decoded, and understood until it is confirmed by feedback. Feedback indicates whether individual or organizational change has taken place as a result of communication.

7. The Communication Channels/media When a message needs to be sent, a communicator (sender) encodes the message according to his/her own perception, experience, and abilities. The sender then determines which communication channel – the method or medium – most appropriate to use to convey the message. The medium you choose through which you convey your message is just as important as the content of the message. The medium selected to transmit a message can enhance or reduce the effectiveness of the message being sent.

8. Oral Communication: The chief means of conveying messages is oral communication. Oral or spoken communication tends to be the most preferred form of communication for managers. Speeches, formal one-on-one (in person, via telephone, or video- conferencing), group discussions and informal rumor mill or grapevine are popular forms of oral communication. The advantages of oral communication are speed and feedback. A verbal message can be conveyed and a response received in a minimal amount of time. If the receiver is unsure of the message, rapid feedback allows for early detection by the sender and, hence, allows for early correction. The major disadvantage surfaces whenever the message has to be passed through a number of people. The more people a message must pass through, the greater the potential distortion.

9. Written Communication: This is the most effective method for sending precise and complex information. It is appropriate when making an announcement that does not require two-way dialogue. Written communications include memos, letters, electronic mail, fax transmissions, notices placed on bulletin boards, or any other device that is transmitted via written words or symbols. The advantages include: they are tangible and verifiable. Both the sender and the have a record of the communication. The message can be stored for an indefinite period. Some drawbacks include: they are time consuming. Feedback or lack of it is another drawback. Written communication, however, does not have a built-in feedback mechanism. For instance, the mailing of a memo does not assure that it has been received, and, if received, there is no guarantee that the recipient will interpret it as the sender intended.

10. Nonverbal Communication: No discussion of communication would be complete without the consideration of nonverbal communication, which includes body movement (body language), the intonations or emphasis we give to words, facial expressions, and the physical distance between the sender and the receiver. People act out their state of being with nonverbal body language (give examples of body language, facial expression, etc). The way individuals space themselves in terms of physical distance also has meaning (give examples).

11. The Communication flow in the Organization In an effective organization, communication flows in various directions: downward and upward (vertically), and crosswise (horizontally and diagonally)

12. Downward – Downward communication flows from people at higher levels to those at lower levels in the organizational hierarchy. It is used by managers to assign goals, provide job instructions, inform employees of policies and procedures, point out problems that need attention, and offer feedback about performance to subordinates. • Upward – Upward communication travels from subordinates to supervisors and continues up the organizational hierarchy. Upward communication keeps managers aware of how employees feel about their jobs, co-workers, and the organization in general. Managers also rely on upward communication for ideas on how things can be improved. • Crosswise– Crosswise communication includes the horizontal flow of information and the diagonal flow of information. Horizontal one is between people on the same or similar organizational levels, while diagonal flow involves people from different levels who have no direct reporting relationships with one another. This kind of communication is used to speed information flow, to improve understanding, and to coordinate efforts for the achievement of organizational objectives.

13. Barriers to Effective Communication A number of barriers can retard or distort effective communication. Barriers can exist in the sender, in the transmission of the message, in the receiver, or in the feedback. Some of the organizational and interpersonal barriers to effective communication are discussed below.

14. 1. Noise Barrier: Noise is anything, whether in the sender, transmission, or the receiver, that hinders communication. It is an external factor which interferes with the effectiveness of communication. It may cause interference in the process of communication by distraction or blocking a part of the message or by diluting the strength of the communication. Some of the sources contributing towards noise factor are:

15. Poor Timing • Inappropriate Channel • Improper or inadequate information • Information overload

16. 2. Semantic Barriers: Semantic is the study of the meaning of words. These barriers occur due to differences in individual interpretation of words and symbols. In today’s highly specialized world, managers in fields as accounting, computer science, or advertising may become so accustomed to their own technical language that they forget that people outside their field may not understand them. Unexpected reactions or behavior by others may signal a semantic barrier. It is necessary to use more familiar terms. 3. Feedback Barrier: Feedback is the only way to ascertain as to how the message was interpreted. It closes the communication loop and is very important for effective communication. The feedback may be for the purpose of communicating the results of an action or it may be for asking question about the communication for further clarifications. For instance, a student who misunderstood a question in the exam, and does not have the provision or opportunity to ask for clarification may end up giving the wrong answer.

17. 4 Perception: Different people may perceive the same situation differently. Sometimes, people hear what they want to hear, ignoring information that conflicts with what they know can totally distort the intent or content of the message. 5 Sender Credibility: If the receiver has confidence, trust and respect for the sender, then the decoding and interpretation of the message will lead to a meaning that would be closer to the intended meaning of the sender. Conversely, if the sender is not trusted, then the receiver will scrutinize the message heavily and deliberately look for hidden meaning and may end up distorting the entire message. 6. Filtering: This is an intentional sifting or manipulation of information to make it more favorable to the receiver. Factors such as fear of conveying bad news and the desire to please one’s boss often lead employees to tell their superiors what they think those superiors want to hear, thus distorting upward communication.

18. Overcoming Communication Barriers/Becoming a Better Communicator It is very important for management to recognize and overcome barriers to effective communication. This involves diagnosing and analyzing situations, designing proper messages, selecting appropriate channels for communicating these messages, assisting receivers in decoding and interpreting messages, and providing efficient and effective feedback system. Some steps include:

19. Feedback and Upward Communication – Feedback helps to reduce misunderstandings. The information is transferred more accurately when the receiver is given the opportunity to ask for clarifications concerning the message. • Improved Listening Skills – Listening is a very important part of the total communication process. Good listening habits lead to better understanding and good relationship with one another. Active, cooperative listening is to be encouraged in the organization. • Good Writing Skills – Clearly written messages can help avoid semantic and perception barriers. A well written communication eliminates the possibility of misunderstanding and misinterpretation. Written messages need to be specific, simply worded, and concise.