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Importance of Good Communication

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earn new skills and technologies.
Become more responsive to customers.
Improve Quality of their product or service.
Foster innovation
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2he Communication Process

Communication consists of two phases:
1.  & 'information is shared by 2 or
more people.
2(" )& ' a common understanding is
assured.
tarts with the ender who wants to share information.

ender must decide on a message to share

ender also puts the message into symbols or language,

a process called encoding.
Noise: anything harming the communication process.
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2he Communication Process

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2he Communication Process

ëessages are transmitted over a medium to a receiver.

$'pathway the message is transmitted on
(phone, letter).

+!'person getting the message.

Receiver next decodes the message.

 allows the receiver to understand the
message.

2his is a critical point, can lead to mis-understanding.

Feedback is started by receiver and states that the

message is understood or that it must be re-sent.
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Communication Issues
½ of messages can be done verbally or non-
verbally

ÿ" 'spoken or written communication.

!" 'facial gestures, body language, dress.

ender and receiver communicate based on their


.

ubjective perception can lead to biases and stereotypes
that hurt communication.

Effective ëanagers avoid communicating based on a
pre-set belief.
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pangers of Ineffective Communication

ëanagers spend most of their time communicating so
both they and the subordinates must be effective
communicators. 2o be effective:
elect an 
 for each message.
2here is no one ³best´ medium.

Consider  
&: the amount of
information a medium can carry.
ëedium with high richness can carry much information to
aid understanding.

Isthere a need for a  3 

  to provide
documentation?
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Information Richness and ëedia 2ype

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Communication ëedia
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( : highest information richness.

Can take advantage of verbal and nonverbal signals.

Provides for instant feedback.

ëanagement by wandering around takes advantage of this

with informal talks to workers.

ÿ : provide much of this richness.
Reduce travel costs and meeting times.
ÿ" 
 
 #
 

: has
next highest richness.

Phone conversations, but no visual nonverbal cues.

po have tone of voice, sender¶s emphasis and quick

feedback.
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Communication ëedia
 #78


' lower
richness than the verbal forms, but still is directed at a
given person.

Personal addressing helps ensure receiver reads it.

etters and e-mail are common forms.

Cannot provide instant feedback to sender but can get
feedback later.
Excellent for complex messages needing follow-up.
0 8


' lowest richness.

Good for messages to many receivers. ittle feedback is
expected.
Newsletters, reports are examples.
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E-ëail 2rends
½
  use is growing rapidly in large firms, and there
are even special e-mail etiquette:

Words in all 7075. are seen as ³screaming´ at the
receiver.



#  for easy reading and don¶t
ramble on.

Pay



  and treat like a written letter.

E-mail has allowed telecommuting, where workers can

work from home and be in touch with e-mail.
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Communication Networks
Networks show information flows in an organization.

8& 
)'information flow to and from one
central member.

& 
)'members communicate with people
next to them in sequence.
Wheel and Chain networks provide for little interaction.

 
)'members communicate with others
close to them in terms of expertise, office location, etc.

7
&  
)'found in teams, with high
levels of communications between each member and all
others.
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Communication Networks in Groups &
2eams
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& 
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7 &  

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£rganization Communication Networks

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& 
depicts formal reporting channels.


  and flows around issues,
goals, and projects.

ÿ
 
' goes up and down the
corporate hierarchy.

49

'between employees of the
same level.
Informal communications can span levels and
departments.

j !'informal network carrying unofficial
information through the firm.
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£rganizational Communications Network

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2echnological Advances

0

: global system of computer networks
ëany firms use it to communicate with suppliers.

8 88",888-' provides multimedia
access to the Internet.

0
 
: use the same information concepts as the
Internet, but keep the network inside the firm.

j : software designed to let workers share
information and improve communication.
Best for team oriented support.
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Communication kills for ëanagers as
enders

end     
 messages.

½  in symbols the receiver understands.

elect a  
 for the message ANp
monitored by the receiver.

7! 
 (holding back information) and
distortion as the message passes through other workers.

½  " ) mechanism is included in the
message.

! 
 
 to avoid rumors.
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Communication kills for ëanagers as
Receivers

 #7


 to what is sent as a message.

  
'don¶t interrupt.

Ask questions to clarify your understanding.


&
'tryto understand what the sender feels.

A
 

# 'different people speak
differently.
peed, tone, pausing all impact communication.
2his is particularly true across cultures.
ëanagers should expect and plan for this.
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î& )#

î karmani gaurav
î ëBA BF 2nd sem.