Professional Documents
Culture Documents
Munication
Munication
Effective communication is the basic prerequisite for the attainment of org strategies & HRM .
Traditional Mgmt 19 %
HRM 26 %
Communication Genesis Chester Bernard pioneering Theorist in the classic Functions of the executive developed role of communication in org Makes org cooperative system dynamic & Links org purpose to human
purpose
ABSENCE OF A SUITABLE TECHNIQUE OF COMMUNICATION WOULD
Listed seven specific communication factors that are imp in maintaining OBJECTIVE AUTHORITY in an org
Informal Developer
Communicates spontaneously all directions exhibits activities related to developing people
Manager spends large amount of time on communicating Goals & tasks & controlling / coordination
Communication is thus foundation on which org depends, for effective functioning Prerequisite for Inter Personal intergroup --& intra group communications s necessary for information to flow , ideas to be generated & feelings to be exchanged Deprived of communication an org cannot survive Essence of social behavior & in Knowledge Management
Meaning &Definition
Definition Understood As the process of exchanging information & understanding between people
Involves transmission & reception of messages . As communicators people use symbols , to create a message , you cannot communicate Attitudes, Beliefs, Perceptions Or Feelings but use a medium to convey what they see, feel or experience Involves People Sender( who transmits) & Receiver ( who receives ) . Traditional focus on the skills of the Sender for effective communication , Recently skills of the receiver & Art of Effective listening introduced
Message
CHANNEL VERBAL___ORAL Non Verbal ( body language, Tone, Touch)
Receiver
PERCEIVES( hears, sees, feels ) Decodes(ascribes Meaning) RESPONDS( Ideas, Feelings & Action )
NO REPLY
Noise
REPLIES( Ideas, Feelings, Responses ) ENCODES ( Intended Meaning ) TRANMITS ( Through Channels}
Feedback
Elaboration Of The Model Model Comprises Of Several Parts ( 1 ) sender ( 2 ) encoding ( 3 ) Message ( 4 ) channel ( 5 ) decoding ( 6 ) Receiver ( 7 ) feedback Communication Begins With Sender --- Source Intended message for sending, characteristics of the sender influence the process Senders attributes , credibility influence the way he perceives or interprets objects or events to be communicated Personality also influences perception or interpretation of objects / events to be communicated, as sensitive persons will be influenced by the receivers perspective Encodes----Necessary if communication by way of symbols Message--- Physical-Form in which sender encodes information , when we speak , speech is a message Channel --- Medium through which a message is Transmitted , can be verbal, gestures, written or electronic Decoding ---Symbols by which are interpreted Feedback--- Response of the receiver to the message, desirable to let sender know receiver correctly interprets the message Noise --- Apart of barrier to communication
Goals Of Communication
1 To Inform --- Provide info for decision making , not advocating course of action
2 To Request -- Ask for specific action by the receiver
3 TO persuade -- To reinforce or change a receivers belief about something & possible act as belief
4 TO build Relationships -Create goodwill with receiver
Prerequisites
1 Skills org as well as Indls . Indls need support of org policies & facilities
4 In
Significance Effective communication important for managers to carry out Planning , Org, Staffing, Control----Org have Authority, Hierarchies & formal guidelines to be followed Or ( 2 ) communicate job related issues / activity Than carrying out control functions Motivates( 1 ) helps to motivate by clarifying what is to done , performance& how to enhance it, ( 2 ) also a social interactive medium ( 3 ) unless communicated their will be no motivational effect Information ---- ( 1 ) conveys information for identifying & evaluating choices for taking a Decision Attitudes---- ( 1 ) major role in shaping attitudes ( 2 ) Molding or changing is facilitated by
Attitudes--- ( 1 ) major role in shaping & molding ( 2 ) Facilitated by providing information Manager spends large amount of time on communicating Goals & tasks & controlling / coordination Communication is thus foundation on which org depends, for effective functioning
Prerequisite for Inter Personal intergroup --& intra group communications s necessary for information to flow , ideas to be generated & feelings to be exchanged Deprived of communication an org cannot survive Essence of social behavior & in Knowledge Management
Message
CHANNEL VERBAL___ORAL Non Verbal ( body language, Tone, Touch)
Receiver
PERCEIVES( hears, sees, feels ) Decodes(ascribes Meaning) RESPONDS( Ideas, Feelings & Action )
NO REPLY
Noise
REPLIES( Ideas, Feelings, Responses ) ENCODES ( Intended Meaning ) TRANMITS ( Through Channels}
Hearssees feels)
Feedback
Elaboration Of The Model Model Comprises Of Several Parts ( 1 ) sender ( 2 ) encoding ( 3 ) Message ( 4 ) channel ( 5 ) decoding ( 6 ) Receiver ( 7 ) feedback Communication Begins With Sender --- Source Intended message for sending, characteristics of the sender influence the process Senders attributes , credibility influence the way he perceives or interprets objects or events to be communicated Personality also influences perception or interpretation of objects / events to be communicated, as sensitive persons will be influenced by the receivers perspective Encodes----Necessary if communication by way of symbols Message--- Physical-Form in which sender encodes information , when we speak , speech is a message Channel --- Medium through which a message is Transmitted , can be verbal, gestures, written or electronic
Sender Related Barriers COMMUNICATING GOALS / SKILLS Interpersonal Sensitivity, Differing frames of ref,Non verbal signal, fear , senders credibility, diction Senders responsibility
Goals, Language , Empathy, Credibility, Feed Back, Face To Face Communication, Redundancy, Trusting Climate
Situation Oriented Barriers Info overload , Jargon, Time Pressure , climate , distance , noise, Mechanical collapse, Murphy Law
Receivers responsibility
Receiver Related Barrier Selective/ Poor Listening, Evaluating Source , Perceptions Feed Back, Meta Communications
Responsive Feedback
Receivers Responsibility 1. Effective Listening (1) Not merely absorbing info; It means being emphatic, sensitive & attentive (2) Affects attitude & behavior & Opinions (3) When people listen with sensitivity they convey what they feel or think 2. Barriers to effective listening :
(1) Physiological limitation: Inability to grasp info, inadequate background info, selective memory
(2) Fear of being persuaded or prejudiced (3) Selective perception Factors Influencing Org Communication Formal Channel Of Communication--- Communication that is endorsed & controlled e. g. Minutes. Influences communication in two ways 1 ) cover an ever widening distance as org develop & grow e. g communication more difficult to achieve in a large conglomerate 2 ) Can inhibit free flow of information among org level e. g . Assembly line workers convey problems to supervisor not manager
Authority Structure
Job Specialization 1 Separates people in the organization as jobs are separate identifiable collection of activities 2 Once separated people tend to develop own interpersonal style & acquire own perspective of the org goals & means to realize them
COMMUNICATION FLOWS
Managing Director
President
Marketing Manager
Production Manager
Quality Manager
Down Ward Flow Corresponds to chain of authority, purpose to convey job related info & meeting expectations of superiors
Absence results in Ambiguity, Stress & anxiety . Typical downward communication includes Groups Meetings / maintenance Groups. Five specific reasons for, DOWN Wards communication
( 1 ) Specific Job Directive ( 2 ) Job Rationale ( 3 ) Feed Back ( 4 ) Procedures/practices ( 5 ) Indoctrination Of goals
Message Overload
Timing Filtering Improving Down Ward Communication--- Managers must
Upward Flow
Designed to provide feedback on how org functioning Encourages employees to participate in decision making process , provide ideas Also feedback on how well subordinates have understood downward communication Enables supervisor to know subordinates to diagnose misrepresentations Also discussing first symptoms of tension & subordinates views more visible Most common methods are , Suggestion Box, Grievances Meetings Open Door Meeting
Org also at fault , instead of soliciting info , adopt open door policy expecting voluntary info
Suggestion Schemes
Lateral Communication
Also called Horizontal, takes place between peers, needed to achieve cooperation between among group members & between work groups Provides emotional & social support, contributes to development of friendships & informal workgroups
Purposes served By Horizontal Communication ( 1 ) Task coordination ( 2 ) Problem Solving ( 3 ) Info sharing ( 4 ) Conflict Resolution Problems in Horizontal Communication Too much may weaken structure ( 2 ) departments generally do not share info ( 3 ) job specialization makes departments islands in itself , little in common ( 4 ) management may not encourage informal communication
Communication RolesSpecific functions an individual serves in an org communication networks constitute Roles. Major roles are
Gate Keeper ( 1 ) an individual who passes info to others or controls messages like Exec secretary ( 2 ) gate keeper who has the ability to control info or time its release , actually controls the final decision , wields power
Liaison Role Serves as communication link , facilitates effectiveness
Isolates ( 1 ) Very little contact/ conflict with others like night guards ( 2 ) those who do not socialize like Grape vine etc ( 2 ) Psy/ social isolation
Cosmopolites (1 ) communication network ex tends into external environment , likeky to change jobs frequently Communication Policies & Audit Policy ---An org communication policy states ( 1 ) set of objectives that an org wishes to achieve through communication ( 2 ) Guidelines or decision to be applied to decision making about communication related issues ( 3 ) combination of both Audit
--- A tool for auditing communication policies, networks & activities ( 2 ) when a audit is used org communication is viewed as a group of factors related to org goals Means of achieving goals , org specialists at times minimize imp of goals & stress on the process . Audit should stress on communication as ameans to overall goals
Four major networks need to be audited 1 Regulative or task related network pertaining to policies , procedures & superiorSubordinate related activities 2 innovative network includes problem solving & suggestions for change 3 Informational instructive network includes company publication , grapevine , Bulletins 4 Integrative network consists of rewards/promotions & items that link enterprise goals with Personal needs Communication Audit is a tool for analyzing the relationship of communication to managerial functions Audit should be used not only when a problem arises but also preventive , based on Questionnaire/observations Each report should be finalized in writing , reporting current state of communication & whether org goals are being achieved Informal Communication Grape vine( 1 ) found in every org ( 2 ) natural employees will discuss matters of mutual concern , info travels faster ( 3 ) spontaneous thus intrinsically more satisfying & credible viz formal ( 4 ) where censoring / filtering occurs more informative Methods are ( 1 ) cluster ( 2 ) chain ( 3 ) gossip
Case Study Indane Biscuits is located in a n Industrial Area . The biscuits factory employees labor on daily basis . The Management Does not follow statutory regulations & are able to get away with violations by keeping the concerned inspectors in good books The factory has a designated room to which the employees are periodically called either to hire or fire As apart of national safety Day the Industries Association of which the Indane Biscuits is a member decided to celebrate collectively at a central place . Each of the members was given specific tasks The Personnel manager decided to consult his supervisors & inform every body them regarding the Safety Day celebrations .He sent them a memo requesting them to be present in the room meant for hiring & firing . As soon as the supervisors read the message they got panicky thinking it is their turn to get fired. They started having hush hush consultations. The workers also learned about & since they had a score to settle with the management , they extended their sympathy & support to the supervisors. As a consequence every struck work & the factory came to a grinding halt In the meantime the personnel manager was unaware of the developments & when he came to know he immediately went & tried to convince the supervisors about his purpose of inviting them & the reason why that room was chosen. It was because no other room was available. But the supervisors & workers were in no mood to listen The MD rushed to the factory but could not convince the workers . Matter was referred to the Labor Department. The enquiry resulted in irregularities getting exposed , & heavy penalty imposed. The Personnel Manager was sacked & the factory opened after negotiations & settlement Q1 Identify the communication Barrier Q2 Identify the flows of communication in the Indane factory ( Q3 ) what role did grapevine play
Positive aspects of informal communication Grapevine is an effective tool for developing corporate identity , building team work , motivating people Supplements normal channel to make it comprehensive Degree is measure of the firms vitality . Lively grapevine replaces the deep psy needs of info sharing about group members , company center of interest