Unit 4

Communication

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1. It’s the process by which information is exchanged and
understood by two or more people, usually with intent to
motivate or influence behavior.
2. The transfer and understanding of meaning.
 Transfer means: The message was received in a form that can
be interpreted by the receiver.
 Understanding: The message is not the same as the receiver
agreeing with the message.

◦Interpersonal Communication is a communication between two or

more people.
◦Organizational Communication is all patterns, network, and
systems of communications within an organization
Control: Formal and informal
communications act to control
individuals’ behaviors in
organizations.
Motivation:
Communications clarify for
employees what is to done, how
well they have done it, and what
can be done to improve
performance.

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Verbal intonation: emphasis that a speaker gives to
certain words or phrases that conveys meaning.
Nonverbal Communication:
◦ Communication that is transmitted face to face without words.
 Sounds with specific meanings (e.g. warnings).
 Images that control or encourage behaviors.
 Situational behaviors that convey meanings.
 Clothing and physical surroundings that imply status

Body language: gestures, facial expressions, and other

body movements that convey meaning.
Message: The tangible
formation of an idea to be sent to a
receiver.
Encoding: The message
converted to symbolic form, by
selecting symbols with which to
compose a message.
Channel: The medium through
which the message travels
Decoding: Translate the
symbols used in a message for the
purpose of interpreting its
meaning.
 Face-to-face
 Telephone Listening:
 Group meetings
The skill of receiving
 Formal presentations
 Traditional Mail messages to accurately
 Fax machines grasp facts and feelings to
 Employee publications interpret the genuine
 Audio- and videotapes
 Hotlines
meaning.
 E-mail
 Computer conferencing
 Voice mail
 Teleconferences
 Videoconferences
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- Formal Communication: Communication that follows the official
chain of command or is part of the communication required to do one’s job.
- Informal Communication: Communication that is not defined by
the organization’s hierarchy.
 Permits employees to satisfy their need for social interaction.
 Can improve an organization’s performance by creating faster and more
effective channels of communication.

Direction of Communication Flow

- Downward: Communications that flow from managers to employees
to inform, direct, coordinate, and evaluate employees.
- Upward: Communications that flow from employees up to managers
to keep them aware of employee needs and how things can be improved
to create a climate of trust and respect.
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 Feedback
 Complexity capacity
The richest channel is face
 Confidentiality to face communications,
 Encoding ease that is why the managers
 Decoding ease use in the urgent,
 Time-space constraint abnormal and unique
 Cost massages.
 Interpersonal warmth
 Formality The normal and regular
 Scanability messages don’t need very
 Time consumption rich method.

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Message Encoding: The effect of the skills, knowledge attitudes, and
the social-cultural system of the sender on the process of encoding.
The Message:
◦Symbols used to convey meaning
◦The content of the message itself
◦The choice of message format
 Noise interfering with the message.

The Channel: The sender’s choice of the appropriate channel

or multiple channels for conveying the message
◦Receiver: The effect of skills, attitudes, knowledge, and social-
cultural system of the receiver on the process of decoding the message
Feedback Loop: Communication channel distortions affecting the
return message from receiver to sender.
Defensiveness: When
threatened, reacting in a way
that reduces the ability to
achieve mutual understanding.
Language: The different

meanings of and specialized

ways in which senders use
words can cause receivers to
misinterpret their messages.
National Culture: Culture

influences the form, formality,

openness, patterns and use of
information in
communications. 11
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  Use Feedback
 Simplify Language
 Listen Actively
 Constrain Emotions
 Watch Nonverbal Cues

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 Networked Computer Systems: Linking individual computers
to create an organizational network for communication and
information sharing.
E-mail. Instant messaging, Voice-mail. Fax machines. Electronic Data
Exchange (EDI), Teleconferencing, Videoconferencing

 Typesof Network Systems

◦ Intranet: An internal network that uses Internet technology and is
accessible only to employees.
◦ Extranet: An internal network that uses Internet technology and
allows authorized users inside the organization to communicate
with certain outsiders such as customers and vendors.
 Removes the constraints of time and distance
Allows widely dispersed employees to work
together.
 Provides for the sharing of information
Increases effectiveness and efficiency.
 Integrates decision making and work
Provides more complete information and
participation for better decisions.
 Creates problems of constant accessibility to
employees
Blurs the line between work and personal lives.
- One of the most important tools of manager
communication is (listening — watching) both to employees
and customers.

- Listening involves the skill of (grasping — touching) both

facts and feelings to interpret a messages genuine meaning.

- Nonverbal communication refers to messages (through

human actions and behaviors — through words).

- Nonverbal communication occurs mostly (face to face —

through letters and memos).
- The process of translating thought into a symbolic form is known
as …..
a. Feedback b. Encoding c. Noise
d. Decoding e. the message channel 11
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- Communication skills are a fundamental part of
every management activity.
- Communication is just sending information.
- Communication permeates every managing function.

- The two common elements in every communication

situation are the sender and the receiver.

- The sender is anyone who wishes to receive any idea

or concept to other while receiver is the person to
whom the message is sent.
- The message is the intangible formulation of the idea
that is sent to the receiver.
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