Communicating for Results

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Communicating for Results
Chapter 11
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Learning Outcomes
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Learning Outcomes (contd)
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Communication General facts

• 75 of working day spent on communicating
• 75 loss through imprecision, inaccuracy, etc.
• It is the process of transmitting information and
  meaning
• Organisational along units/departments in
  organisation
• Interpersonal among people

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Organisational Communication

• Important skill for managers
• Lee Iacocca The most important thing I learned
  in (business) school was how to communicate
• Types of organisational communications
• Vertical
• Down
• Up
• Facilitating upward communication
• Horizontal/lateral
• Grapevine

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Organisational Communication

• Vertical Communication
• The flow of information both downward and upward
  through the organisational chain of command.
• Horizontal Communication
• The flow of information between colleagues and
  peers.
• Grapevine
• The flow of information in any direction
  throughout the organisation.

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Organisational CommunicationFormal Communication
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Organisational CommunicationInformal
Communication
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What is communicated to you I this picture?
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The Communication Process
Exhibit 112
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The Communication Process

• Encoding
• The senders process of putting the message into
  a form that the receiver will understand.
• Communication Channels
• The three primary channels are oral, nonverbal,
  and written.
• Decoding
• The receivers process of translating the message
  into a meaningful form.

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Major Communication Barriers
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Message Transmission Channels
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Oral Communications

• Advantages
• Easier
• Faster
• Encourages feedback

• Disadvantages
• Less accurate
• Leaves no permanent record

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Nonverbal Communications

• Nonverbal Communication
• Includes messages sent without words.
• Setting (physical surroundings)
• Body language
• Facial expressions
• Vocal quality (how said, not what said)
• Gestures
• Posture
• Disadvantage
• Can be misinterpreted by receiver.

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Written Communications

• Advantages
• More accurate
• Provides a permanent record
• Disadvantages
• Takes longer
• Hinders feedback

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Selecting the Message Transmission Channel

• Media Richness
• The amount of information and meaning conveyed
  through a channel.
• Oral channels (e.g., face-to-face) are the
  richest channels, useful for sending difficult
  and unusual messages.
• Written channels are less rich, useful for simple
  and routine messages.
• Combined channels are best used for important
  messages that must be attended to.

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Sending Messages

• Planning the Message
• What is the goal of the message?
• Who should receive the message?
• How should the message be sent?
• When should the message be sent?
• Where should the message be sent?

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The Face-to-Face Message-Sending Process
1. Develop rapport.
2. State your communication objective.
3. Transmit your message.
4. Check receivers understanding.
5. Get a commitment and follow up.
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Checking Understanding Feedback

• Feedback
• The process of verifying messages.
• Paraphrasing
• The process of having the receiver restate the
  message in his or her own words.
• Feedback Problems
• Receivers feel ignorant.
• Receivers are ignorant.
• Receivers are reluctant to point out senders
  ignorance.

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Checking Understanding Feedback

• How to Get Feedback
• Be open to feedback
• There are no dumb questions.
• Be aware of nonverbal communication
• Make sure your nonverbal communication encourages
  feedback.
• Ask questions
• Dont take action before checking on message.
• Use paraphrasing
• Check the receivers interpretation of your
  message.

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The Message-Receiving Process
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Response Styles
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Response Styles

• Advising
• Providing evaluation, personal opinion,
  direction, or instructions.
• Diverting
• Switching the focus of the communication.
• Probing
• Asking the sender for more information.

• Reassuring
• Responding to reduce the intensity of emotions.
• Reflecting
• Paraphrasing the message to indicate acceptance
  and understanding.

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Calming an Emotional Person

• Empathic Listening
• The ability to understand and relate to anothers
  situation and feelings.
• Dealing with Emotional People
• Dont make statements putting the person down.
• Do make reflective empathic responses.
• Paraphrase feelings.

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