Communication

Say what you mean,

mean what you say.
“A manager’s number one problem can
be summed up in one word:

communication.”

Thornton 1966 p. 237

“At least 80% of a manager’s waking
hours are spent in verbal
communication.”

Whetten and Cameron, Developing Management Skills pages 216-217.

Q: “What is…

…your major problem in trying to get

organization changes implemented?

…the key factor explaining past

success in effectively managing
organizational change?”
 A: “Communication.”*

* The answer of a large majority of managers in

major manufacturing organizations
undergoing large scale changes
Cameron (1994)
 Face-to-face

The ability to effectively communicate

face-to-face is the most critical
characteristic in determining
“promotability”.
 One-on-one

For most managers,

one-on-one communication
dominates all the other types
In predicting managerial success.
 Communication is a problem
in every organization

So who is at fault ?

Managers seem to agree:

 It’s THEM, not me!

In a survey of 8,000 people

“virtually everyone felt that he or she
was communicating at least as well as,
and in many cases, better than,
almost everyone else in the
organization.”
Whetten and Cameron, Developing Management Skills pages 216-217.
 Could this be you?

“agree that proficiency in

interpersonal communication is
critical to managerial success, but
don’t feel a strong need to
improve own skill level.”

Spitzberg 1994
 What is communication?

“any verbal or nonverbal

behavior that is perceived by
another person.”

David W. Johnson, Frank P. Johnson, Joining Together, Allyn and Bacon, 1994,
p.130
What is effective communication?

Effective communication can be

defined as the understanding of
an intended message between
two or more parties.
What is ineffective communication?

Ineffective communication is the

failure to have another party
adequately understand an
intended message.
 Is the message you send the
message received?

SENDER
ENCODING

RECEIVER
 Is the message you send the
message received?

Message Message
you send received

Sender Encoding Receiver

 Is the message you send the
message received?

MESSAGE MESSAGE
YOU SEND 5 Levels of RECEIVED
Communication

Sender Encoding Receiver

5 Levels of Communication

This is what was said:

IH
5 Levels of Communication

1st Level: What was heard

IH
 5 Levels of Communication
2nd Level: What the SPEAKER
Greetings, thought he said.
cutie pie!
 5 Levels of Communication
I’m
3 Level: What the HEARER
rd
looking
thought he said. so good!
What a great
5 Levels of Communication
day!
Level 4: What the SPEAKER
meant to say.
 5 Levels of Communication
5. What the HEARER Want
wanted to hear to go
out?
What she heard

What he said
 The importance of communication:

• A basic organization goal is survival.

• The behavior of people enables
organizations to meet goals.
• Communication is the MAJOR way to
influence the behavior of others to
accomplish organizational goals.
• The most successful managers are
those who are skillful communicators.
Interpersonal communication process

• Reading #1: Memorize Figure 4.1

• “Noise” is any element that interferes

with the communication process.
• The success of communication depends
on HOW WELL NOISE is OVERCOME or
CONTROLLED.
 Myths and realities about the
nature of communication

Myth #1: We communicate only

when we intend to.

We frequently send messages we

are not aware of.
 Myths and realities about the
nature of communication

Myth #2: We communicate as if

words themselves had
specific meanings.

Words do not have meaning;

meanings are in people.
 Myths and realities about the
nature of communication

Myth #3: We think we communicate

primarily with words.

The majority of a message is based on

nonverbal communication.
 Myths and realities about the
nature of communication

Myth # 4: Communication is a one-

way activity of TELLING
people something.

Communicating is a two-way
activity in which feedback is vital.
 Myths and realities about the
nature of communication

Myth #5: The message we send is

identical to the message
received.
The message received is NEVER
identical to the message intended
by the sender.
 Myths and realities about the
nature of communication

Myth #6: You can never give

someone too much
information.

Information overload can be just

as much of a problem as not
having enough information.
 NOISE in the Sender

• Attitude and frame of reference

• Appropriateness of language or other

expression of the message

Are you a credible sender? What do you

need to do to gain more credibility?
 NOISE in the Receiver

• Attitudes
• Background
• Experiences that affect the decoding
process

What do I know about my intended receiver?

What more do I need to find out?
 NOISE in the Channel

• Environmental sounds
– static, traffic
• Speech problems
– stammering, whiney voice
• Annoying or distracting mannerisms
– mumbling, soft voice
 Interpersonal Oral
Communication
Activity

Now let’s see!

How good are you?