COMMUNICATION

Communication

Process

Communication:
Definition: Communication networks: Chain

Wheel

Circle

Direction of communication
Downward communication (written/ oral) job instructions,

policies & practices, feedback, etc.

Upward communication feedback on attitudes and feelings of employees, info on production and targets, employees

grievance, suggestion for improvement and innovation.

Lateral Communication interdepartmental coordination, sharing info, problem solving, conflict resolution, etc.

Kinds of communication

One-way communication

Two-way communication
Non-verbal communication Grapevine

Determinants of communication

Differential perception (interpret same facts in different ways) Filtering Stereotyping Halo effect Defence mechanisms Pygmalion effect (power of expectations) Language (sender of messages tend to assume that the words and expressions they use mean the same to the receiver as well) System factors Individual predispositions (personality, emotional state) Cultural factors

Improving communication Effectiveness

Transmission mechanisms (multiple channels- verbal and

written, redundancy, directly going to the intended audience,

management by exception, short to the point)

Supportive environment (open door policy in decision making,

willingness to listen to ideas)

Effective listening Feedback

Effective Vs Ineffective
Ineffective Effective

Deciding in advance that the subject Find interest in every subject. is uninteresting. Focusing on the poor delivery of the speaker how rather than what. Tendency to pass judgment and conclude before speaker has finished. Focusing only on facts. Taking note everything prevent from listening to the speaker. Pretend to pay attention. Focusing on the contents rather than on the delivery. Patient hearing.

Focus on main idea and broad themes. Only main points to be noted. Hard work at listening.

Effective Vs Ineffective
Ineffective Allow distractions to interfere. Avoid difficult material ignore and mentally withdraw. Responding emotionally to certain words and phrases. Daydreaming because of the difference between speech speed and thought speed. Effective Pay attention and think positively. Seek out challenging listening.

Understand and overcome emotional reactions. Use extra thought and time to summaries, to anticipate speakers next point and to read between the lines.

Feedback

Readiness of the receiver. Descriptive not interpretive Recency effective Timing Novelty (new information) Feedback and change.