Managing Interpersonal Relations and Communication

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Chapter 18

• Managing Interpersonal Relations and
  Communication

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Communication

• Communication
• The process of transmitting information from one
  person to another.
• Effective Communication
• The process of sending a message so that the
  message received is as close in meaning as
  possible to the message intended.

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Communication in Management
Communication
DECISIONAL
INTERPERSONAL
INFORMATIONAL

• Figurehead
• Leader
• Liaison

• Spokesperson
• Monitor
• Disseminator

• Entrepreneur
• Disturbance-handler
• Negotiator

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The Communication Process
Start
Noise
Receiver
Sender
4 Decoding
2 Encoding
3 Transmission through channels
5 Meaning
1 Meaning
Noise
7 Transmission through channels
6 Encoding
8 Decoding
Receiver
Sender
Noise
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The Communication Process

• Encoding
• Translating internal thought patterns into a
  language that can be understood.
• Noise
• Anything interfering with the communication
  process.
• Decoding
• Understanding the message.

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The Communication Process

• Feedback
• The receiver becomes the sender and the sender
  becomes the receiver. This is required to verify
  meaning and complete the effective communication
  process.

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Organizational Communication

• Vertical Communication
• Communication that flows up and down the
  organization, usually along formal reporting
  lines.
• Upward Communication
• Most subject to distortion.
• Downward Communication
• Horizontal Communication
• Communication that involves colleagues and peers
  at the same level of the organization.

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Informal CommunicationGrapevine

• The Grapevine is an informal communication
  network
• Gossip Chain
• One person spreads message to many other people.
• Cluster Chain
• When one person passes information to one person
  and this one person spreads information to a few
  select individuals.

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Informal CommunicationNonverbal Communication

• Definition
• A communication exchange that does not use words
  or uses words to carry more meaning that the
  strict definition of the words themselves.
• Elements
• Images
• The kinds of words people elect to use.
• Settings
• Body Language

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Barriers to Communication

• Individual
• Barriers
• Conflicting or inconsistent cues
• Credibility about the subject
• Reluctance to communicate
• Poor listening skills
• Predispositions about the subject

• Organizational Barriers
• Semantics
• Status or power differences
• Different perceptions
• Noise
• Overload

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Improving Communication Effectiveness

• Individual Skills
• Encourage two-way communication
• Be aware of language
• and meaning
• Be sensitive to senders and receivers
  perspective
• Develop good listening skills

• Organizational Skills
• Follow up
• Regulate information flow
• Understand the richness of media