Session 20

Communication

Abdur Rafik, SE., M. Sc.

Chapter 15
• What is communication and when is it
effective?
• What are the major barriers to effective
communication?
• How can we improve communication with
people at work?
15.1

Effective Communication
• Communication is a process of sending and
receiving messages with meanings attached
• Communication is effective when the receiver
understands the sender’s messages
• Communication is efficient when it is delivered
at a low cost to the sender
• Communication is persuasive when the
receiver acts as the sender intends.
EFFECTIVE COMMUNICATION

Communication Process
Communication Give
persuasive
Work
well in
– Process of presentatio
ns teams

sending and Run

meetings,
contribute
Give and
receive

receiving to meetings feedback

messages
with Conduct
job
Check Your
Communica
tion Skills
interviews
meanings
attached Network
with peers
and
mentors

Write Use e-mail,

memos, voicemail,
letters, text
reports messaging
EFFECTIVE COMMUNICATION

Communication Process
EFFECTIVE COMMUNICATION

Communication Process
• Effective Communication
– Receiver must understand the sender’s
message
• Efficient Communication
– Communication occurs at minimum cost
EFFECTIVE COMMUNICATION

Communication Process
• Persuasive communication
– Convincing others to accept, support and act
on the message
• Credible communication
– Earns trust, respect and integrity
15.2

Communication Barriers
• Poor use of communication channels makes it
hard to communicate effectively
• Poor written or oral expression makes it hard to
communicate effectively
• Failure to spot nonverbal signals makes it hard to
communicate effectively
• Status differences make it hard to communicate
effectively.
• Physical distractions make it hard to communicate
effectively
COMMUNICATION BARRIERS

Communication Channels
• Poor use makes effective communication
difficult
• Noise interferes with the communication
process
COMMUNICATION BARRIERS

Communication Channels
• Communication channels
– Medium used to carry message
• Channel richness
– Ability of the channel to convey meaning
COMMUNICATION BARRIERS

Communication Channels
• Poor written or oral expression makes it
hard to communicate effectively
COMMUNICATION BARRIERS

Communication Channels
• Nonverbal communication
– Gestures, expressions, posture and
interpersonal space
– Mixed messages
• Words and
nonverbal signals
don’t match
COMMUNICATION BARRIERS

Communication Channels
• Status differences
– Filtering distorts information to make it more
favorable to recipient
COMMUNICATION BARRIERS

Communication Channels
• Physical distractions
– Plan message to minimize distractions and
interruptions
15.3

Improving Communication
• Active listening helps people say what
they really mean
• Constructive feedback is specific, timely
and relevant
• Office spaces can be designed to
encourage interaction and communication
• Transparency and openness ensure that
accurate and timely information is shared
15.3 Continued

Improving Communication
• Appropriate use of technology can
facilitate more and better communication
• Sensitivity and etiquette can improve
cross-cultural communication
IMPROVING COMMUNICATION

Listening
• Active listening
– Helps the source of a message say what he
or she really means
 IMPROVING COMMUNICATION

Listening

Rules for better listening

Listen for Listen Respon Note Paraphr

message for d to all ase and
content feelings feelings restate
cues
IMPROVING COMMUNICATION

Feedback
• Feedback
– Process of telling someone else how you feel
about something that person did or said
– Should be
• At the right time
• Genuine
• Specific
• Stick to the essentials
• Given in small doses
Proxemics
• Proxemics
– The study of the way we use space
– Physical distance between people conveys
varying intentions in terms of intimacy,
openness, and status.
IMPROVING COMMUNICATION

Openness
• Communication transparency
– Honest, open, accurate and complete
information
• Open-book management
– Employees are given essential financial
information about their employers
IMPROVING COMMUNICATION

Physical Setting
• Work spaces designed to encourage
interaction and communication
– Proxemics
IMPROVING COMMUNICATION

Technology
• Appropriate use of technology can
facilitate more and better communication
– E-mail
– Text
– Social networking
IMPROVING COMMUNICATION

Technology
• Electronic grapevine
– Transmit information around informal
networks inside and outside the organization
IMPROVING COMMUNICATION

Cross-Cultural Communication
• Ethnocentrism
– Consider one’s own culture to be superior
• Cultural etiquette
– Appropriate manners and behavior when
communicating with people from other
cultures