Communication

The transfer of information and

understanding
The most frequently listed problem in
organizations
Ask what is the underlying problem in the
relationship?

7 PARTS OF THE COMMUNICATION PROCESS

SENDER/MEANING

NOISE

ENCODING

MESSAGE

FEEDBACK

TRANSMIT/MEDIUM

DECODING

RECEIVER

Communication must be managed

The communication chain is only as
strong as its weakest link.
Noise - any interference with the
normal flow of communication.

Technical Barriers to
Communication
Semantics: meaning of words and
symbols
Jargon: terminology specific to a group
Noise: any interference with a message
physical layout, distance. timing
information overload
poor handwriting/spelling
incomplete or late

Organizational barriers to
communication

Poor planning
filtering
bypassing
credibility gap
status difference

Human barriers
Poor relationship, no trust
apathy - dont care
fail to see the need, understand
importance
intended distortion, self-serving
motives
preoccupation, too busy
low empathy, faulty assumptions

Men are more likely to

Bargain over starting pay

Interrupt; be brief on the phone
suggest a solution to the problem
Indirectly admit fault or dont know
control conversation with grunts,
silence
avoid talking about emotions, the
psyche

Women are more likely to

Use the phone to maintain
relationships
ask more questions, cover more topics,
be uncertain
be friendlier
Use tact, temper criticism with praise
Say Im sorry

The grapevine

Speed - fast
accuracy - 75%
selectivity - high; tell only some
structure - cluster
location - at work, where people meet
relation to formal - jointly
active/inactive
no authority which gets action

.Can people keep secrets?

Grapevine Dos and Donts

Dont gossip. Dont think you can
communicate selectively.
Do assume you will be quoted to the
person about whom you talk.
Use grapevine as another channel of
communication, to receive/provide
information informally & quickly, about
what is going on.

Management by walking around

Manager walks around and talks with
people across all lines of authority
Avoids filtering by people in between
Stimulates people at all levels
Example: Detroit Diesel manager heard
suggestions, increased market share

Manage meetings

No unnecessary meetings; limit attendance

prepare agenda and participants in advance
action items before discussion items
start on time by stating main purpose, what
is to be accomplished
encourage participation by all
ask for proposals, actions, commitments
summarize decisions and end on time

Peter Drucker on meetings:

We must learn to distinguish
between having a meeting and
getting work done.

Match media to the situation

media richness - capacity of a given
medium to convey information and
complexity
Use rich media for nonroutine problems,
e.g. face-to-face for problem-solving.
Use lean media for routine problems, e.g.
corporate annual report.

Phone or text ?

Listening techniques
Silence
ask open-ended questions
open-mind: avoid premature
judgment
restate what you heard in your words
eye contact; show empathy/emotion
as appropriate
clarify; reflective summary

Improve your writing

First think/list what is needed

Get all the key ideas/points down
Revise afterward
Be clear and simple
Be specific and complete
Proofread and revise
Revise, revise revise

Hemingway wrote in camp in Kenya.

Start with your purpose

Use active voice

Example: Call a meeting for Monday
Not passive voice:
A meeting should be called
Use spellchecker but then proofread

3 strategies for laying out ideas

From most important to least
From least controversial to most
From negative to positive

Assume E-mail is public

Write short messages on the subject
line; label as action or information item
be concise, action-oriented, bullet items
Avoid confidential and personal notes
get off unnecessary distribution lists
Avoid misspelling; tell recipients when a
reply is unnecessary
label items information or action item
Create files and save documentation

What should not be in email?

Pros and cons of social media

+connectivity: quick, close contact to/from
anywhere
+ crowdsourcing - obtain services, ideas,
content from online community
- employees are distracted, wasting time
- easy to abuse, create poor impressions
- may displace better discussions
- privacy and security issues

Manage information overload

When information flow exceeds ability to
handle and process it.
Danger: important items may be
overlooked, errors
Quickly screen all messages before
opening any; prioritize
Handle messages only once

Speaking effectively

Biggest problem: controlling your nerves

Tell what youre going to say
Say it; use a story, make 3-4 points
(75-90%)
Summarize what you said
Craft a good final statement

Learn to speak effectively

The top predictor of success and
professional upward mobility is how much
you enjoy public speaking and how
effective you are at it.
From research by AT&T and Stanford U.

Nonverbal communication
Body language donts: frown, yawn, look
away, cross arms, scratch head
Dos: eye contact, speak moderate speed,
smile
Time: allow enough time
Setting: dont sit behind desk with window
behind, etc.
1960 Kennedy versus Nixon debate

Top-down reading SQ3R

Be selective in what you read.

Question and predict answers.
Survey the big picture.
Skim for main ideas, but speed reading
doesnt work.
Summarize; identify main points.
- K. Alesandrini

Read wherever you can.

Telecommuting
Work travels between home and office,
but not the employee
Advantages: saves commuting time and
$, reduces office space costs,
distractions, politics; increases
productivity for some, labor pool
Disadvantages: weakens
communication, relations with peers,
boss; conflict at home

Telecommuting has its advantages.

Is it better to work at home?

Improving Communication

ask for feedback; restate in own words

build mutual trust and respect
keep it simple and clear; use visual aids
speak face to face; follow up in writing
learn to listen; active listening
mean what you say; follow up
use the grapevine; get facts out early

Improving communication,
cont..
Use numbers, dates, phrases and words
with unmistakable meaning.
Tailor your message to your listener:
interests, education, culture, etc.
synchronize your length of speaking and
pauses between speaking to the other
person
for persuasion, present facts unemotionally.

Upward communication

Workable grievance procedures

employee attitude surveys
suggestion systems with incentives
limited open-door policy
informal meetings, if no penalty
internet chat rooms
exit interviews - show trends, problems