THE QUALITY OF YOUR LIFE

IS THE QUALITY OF YOUR COMMUNICATION ~

BOTH WITH YOURSELF & OTHERS
September 2, 2010 2
 Rebuild Your Life
Through

Effective Communication
Dr Ali Sajid, PhD,
PEC,
ISLAMABAD
 Don’t curse the
darkness light a candle
Chinese Proverb
Sharing of Resources

"A candle loses

nothing by
Lighting
another candle"
If you have your sight,
you are blessed.
If you have insight, you
are a thousand times
blessed.

7
 Words Are Energy
 Never use words like defeats, failure &
problem. Always talk of “Hope, Belief,
Faith, Victory & Success.”
 When you use a Positive word, a wave of
Positive word, engulfs you, raising your
Energy Levels & Putting you in a
“Winning Frame of Mind.”
 Words are Energy use
them in your favour!!
To be conscious that you
are ignorant is a great
step to knowledge.
- Benjamin Disraeli
 Doing is Believing
 "I hear and I forget. I
see and I remember.
 I do and I
understand."
(Confucius 551-479 BC)
 Communication
 "He who wishes to talk
well must first think
well.”
 "When you speak, your
speech should be better
than your silence would
have been." (Origin unknown)
 New Style?

"I praise loudly.

I blame softly.“
 (Catherine the Great, 1729-1796.)
 Test of Intellect

"Whoever in debate
quotes authority
uses not intellect,
but memory."
 (Leonardo Da Vinci)
 Good Writing
"What is written without
effort is in general read
without pleasure."
(Samuel Johnson.)
 Bad Attitude of Employee
Don’t waste your time
trying to change
employees,
Who have bad attitudes
 Inn Pareen a Kaleesa koo Kaleesa say
hatta doon
"Great speakers are not born, they're
trained."
-- Dale Carnegie

"Perhaps you will forget

tomorrow the kind words you
say today, but the recipient may
cherish them over a lifetime.“
Dale Carnegie
 Conversation with Wise Man
“A single conversation
with a wise man is better
than ten years of study.”
--Chinese Proverb
 Light

 Be a light, not a judge.

 Be a model, not a critic.
- Stephen Covey
"Communication skills are the lifeblood of a
successful life...if you plan on spending any
time there..."
-- Doug Firebaugh

  "Communication is really all anyone ever

gets paid for ultimately...and if you cannot
effectively communicate...you will PAY...not
get paid..."

-- Doug Firebaugh
"Little deeds of kindness, little words of
love, help to make earth happy like the
heaven above."
Julia A. Fletcher Carney

Of all the things you wear, your

expression is the most important
"You are not only
responsible for what
you say, but also for
what you do not say."
– Martin Luther 
  "Kind words can be short and
easy to speak, but their
echoes are truly endless."
- Mother Theresa of Calcuta
Challeng
eEFFECTIVE COMMUNICATION
 Management Process
Planning Organizing Leading Controlling

Communication

External Environment
 Customers
 Suppliers
 Stockholders
 Governments
 Community
 others

Purpose & Function of Communication

 Mgrl Effectiveness Through
Communication

 You Spend Most of Your Time at Work

Communicating.
 Your Success- Based on Strong Communication
Skills.
 Communication Is Becoming in Increasingly
Important In Increased Globalization, Diversity
Workplace Specialization.
 Communication Tech Offers New Opportunities of
Communicate More Often & More Efficiently Than
Ever Before.

 Managerial Function of Communication
 Managers have three basic jobs.
 Collect Information : Collect relevant info from
conversations, phone calls, memos, office memo,
Reports, databases, & internet.

 Convey Info & Decision : To inside & outside org

through speeches, press releases, videos, memos,
letters.

 Promote Interpersonal Unity :

Motivate people through speeches, conversations on
lunch & on ceremonies & through walking around.
( garmoo ghamoo ka lahoo zooq a yaqan say)

.
 Toward Effective Communication

Org goal

Goals-related Communication
behavior network objectives

Communication Communication
activities policies

Relationship of Communication Factors to Org Goals

 Mgr as nerve centre in
Info Processing Network

Manager as monitor
Gathers external info Manager as monitor
(through liaison role) form Gathers internal info
contacts, informers, peers, (through leader role)
& experts Form subordinates

Manager as nerve center in information-processing network

Mgr as disseminator
Distributes information Mgr as spokesperson
to subordinates
 Need for Communication

• Very strong in Human beings

• Considered as a basic need,
as in the case of eating, sleeping, etc.
• Established as both a social &
individual need
 Interpersonal Communication

Three Broad Types

Oral, Written, Nonverbal
Oral Communication: Consists of all forms of spoken info\
Most preferred type of communication used by mgrs.
Mgrs prefer face-to-face & telephone communication to
written communication because it permits immediate
feedback.
Written Communication: letters, memos, policy manuals,
reports, forms, & other documents used to share info in org.
Nonverbal Communication Involves all messages - non
language responses. Anything that sends message.
Mgrs often underestimate its importance. Hidden messages & can
influence process & outcomes of face-to-face communication.
 The Importance of Communication Skills as
Expressed by Business Authorities
“Top executives from Fortune 500 companies rate
communications skills as the most important quality
for business leaders.”
New York Times
Business Section

“There may be no single thing more important in our

efforts to achieve meaningful work and fulfilling
relationships than to learn and practice the art of
communication.”
The Art of Leadership
Max De Pree, Author
Evidence of Communication Weakness in Business

“I’m surprised how so many

people struggle
with communication.”
--Michael Rook, Production Manager
Hewlett Packard, San Diego, CA

“The first thing the H R

Department did was give me a
writing book.”
--Sam Reeves, IT Consultant
AMS, Denver, CO
 Cost of Correspondence
 One page business letter that took 10
minutes to dicate cost between $13.60
and $20.52 in 1996.
 Poor writing costs even more since it
 Waste Time.
 Wastes Effort.
 Jeopardizes goodwill.
 )

Communication is shared
feelings/shared understanding.

If you can honestly achieve that goal,

you are communicating.
Who Is
Responsible?
 The Communicator.

How Much Is The

Communicator
Responsible?

 60
Percent!
September 2, 2010 36
September 2, 2010 37
Think > listen > talk
September 2, 2010 38
Why is
communication

important
•
?
Inspires confidence
• Builds respect
• Helps make friends
• Reveals your ability to others
• Develops a distinct personality
September 2, 2010 39
 We need to
improve communication... as

70 % of our communication efforts are:

 misunderstood
 misinterpreted
 rejected
 distorted or
 not heard

September 2, 2010 40
 Communication in Organizations
Chief Executive Officer

Sales Legal Production Financal Enginering HR

Manage
r

Plant Plant Plant

Manager Manager Manager

Diagonal communication
Horizontal or lateral
communication
Upward and downward
communication
Copy Rights Dr Sajid
September 2, 2010 42
43 September 2, 2010
PEOPLE ARE INFLUENCED,
PROBLEMS ARE SOLVED,
CHANGES ARE FACILITATED,
EXCELLENT RELATIONSHIPS ARE DEVELOPED,
DESIRED RESULTS ARE ACHIEVED, AND

SUCCESS IS ENSURED.

September 2, 2010 44
 PLAYS A VITAL ROLE
IN DISCOVERING OURSELVES &
THE WORLD AROUND US

September 2, 2010 45
IS NOT JUST GETTING
THE MESSAGE ACROSS
BUT ITS ACCEPTANCE
FROM ITS INTENDED RECEIVERS
WHICH CAUSES
THE EXPECTED BEHAVIOUR
FROM THE RECEIVERS
OF THE MESSAGE

ONLY THEN, THE RECEIVERS

WILL BE WILLING TO
CONVERT THE COMMUNICATION
INTO ACTION
September 2, 2010 47
 LISTEN TO,
OBSERVE &
INTERPRET
ALL FORMS OF LANGUAGE
IS ESSENTIAL FOR
EFFECTIVE COMMUNICATION

September 2, 2010 48
 Communication
is a two-way process
of giving and receiving info
through one or more
number of channels.
 Communication

Communication
is the process of sending and
receiving messages
 Importance Of Communication

 Organizational / Functional: greater info

access & awareness
 Improves coordination: reduces logical gaps
 Encourages cooperation: helps bring everyone
in th mainstream
 Gives a direction: to tasks and activities
 Morale and empowerment
 Decision making aid
 Speeds up orgal processes
 Better focus on customer requirements
 Generates a greater sense of orgal
commitment & involvement
 A Problem Solving Tool: by clarity,
preciseness & feedback
What needs to be communicated

Information/data + Attitudes

Values
Moods
Emotions
Communication is a process through
which mgrs coordinate, lead, &
influence their subordinates.
Ability to communicate effectively –
considered by most mgrs critical in
determining managerial success.
 Ability involves broad array of activities,
“Reading, listening, managing &
interpreting info, serving clients, writing,
speech-making, & use of symbolic
gestures”.
Communication relates, directly to basic
mgt functions.
Delegation, Coordination, & Org change &
Development also Entail Communication.
 Essential Tool for People Who Want to Stay
in Touch With Rest of World.
Developing
“Reward systems &
interacting with subordinates”
as part of Leading function etc –
Impossible w/o some form of
communication
 Essential to: Establishing standards,
Monitoring performance, & Taking
corrective actions. Pervasive part of
virtually all managerial activates.
 The bridge between our
separate realities is
communication . . .
To communicate is to relate."
-- Layne and Paul Cutright
 Communication in Org
 In Enterprises, info must flow faster.
 Short stoppage on fast-moving production line - costly - lost
output.
 Production Problems communicated quickly for corrective
action
 Info increased - frequently causing info overload.
 Need more relevant info.
 Necessary to have for effective decision making.
 Getting info from mgrs’ superiors &
subordinates - from depts & people elsewhere org.
Communication
skills can make or
break career of
org.
Elements of Communication
Encoding
Perception &
Interpretation

Message
Nonverbal
Communication
s
Channel

Communicator
COMMUNICATION PROCESS

Stimulus Filter

Feedback Message

Destination Medium
 Communication Process

Social Context

Sender Encodes Medium Decodes Receiver

Feedback
Noise Noise

Basic Element in Communication Process

 Original Message
Percentage of Understanding lost in communication

100 Percent
Top mgt’s understanding

63 percent
VP Understanding

56 percent
General mgr’s understanding

Average 40 percent Average

Division mgr’s understanding

Information 30 percent Information

Unit mgr’s understanding

20 percent
Loss Employee’s understanding Loss
  FEEDBACK:
Process of verifying messages &
receiver’s attempts to ensure -
message be decoded is what
sender really meant to convey.
 Through feedback,
communication becomes
dynamic, two-way Process
rather than just event.
 Meant To avoid
communication failure as it
provides preliminary info to
sender.
 MgrListening: Key to Understand
must avoid interrupting
subordinates
& putting them on defensive.
To elicit honest feedback,
mgr should develop atmosphere
of trust & confidence
& Supportive Leadership Style,
With de-emphasis on status.
 Characteristics of Effective &
Ineffective Feedback
Effective Feedback Ineffective Feedback
1. Intended to help the employee. 1. Intended to belittle the employee.

2. Specific. 2. General.

3. Descriptive. 3. Judgmental.

4. Useful. 4. Inappropriate.

5. Timely. 5. Untimely.

6. Willingly heard by employee. 6. Makes the employee defensive.

7. Clear. 7. Not understandable.

8. Valid. 8. Inaccurate.

Dr. Sajid, Communication, Oct 2k8

 Noise
Internal or external interference with
or distraction form intended
message.
Can cause distortion in sending &
receiving of messages. In addition to
physical conditions- make
communication more difficult-
Emotional states can also create
noise.
 Some Basic Truths about
Communication
 Meanings sent are not always
received.
Meaning is in the mind.
Symbols of communication -
imperfect.
 Elements of Good Talking
 Voice Quality
 Talking Style
 Word Choice & Vocabulary
 Listening: Key to Understand
Rushed, Never-listening mgr will
Seldom Get Objective View of
Function of Org.
 How to overcome
Communication Roadblocks ?

• Effective Listening
• Reading body language
• Effective Speaking
• Skill Training
The Process of Listening
 Types of Listening
 Active vs. Passive
 Positive vs. Negative

 What Kind is it?

 Appreciative
 Empathic
 Discriminative
 Analytical
Effective Listening
Behaviors that support
effective listening

Behaviors that hinder

effective listening
Effective Listening

Behaviors that support effective listening

• Maintaining relaxed body posture

• Leaning slightly forward if sitting
• Facing person squarely at eye level
• Maintaining an open posture
• Maintaining appropriate distance
• Offering simple acknowledgements
• Reflecting meaning (paraphrase)
• Reflecting emotions
• Using eye contact
• Providing non-distracting environment
Effective Listening

Behaviors that hinder effective listening

• Acting distracted• No response
• Invalidating response, put downs
• Interrupting
• Criticizing
• Judging
• Diagnosing
• Giving advice/solutions
• Changing the subject
• Reassuring without acknowledgment
Importance of Listening

"There is none so
blind as those who
will not listen."
(William Slater)
 Test of Listening
"If you don't agree
with me it means
you haven't
been listening.“
(Sam Markewich.)
When people talk,
listen completely.
Most people never
listen.
 Franklin Delano Roosevelt 
"Listening looks easy, but it's not
that simple. Every head is a world."
---Cuban proverb
 
"Do not save your loving speeches for your
friends till they are dead;
do not write them on their tombstones,
speak them rather now instead."
--- Anna Cummins
Time, Empathy, & Concentration
on communicator's
messages are
Prerequisites for understanding.
 People want to be heard,
want to be taken seriously,
want to be understood.
"Effective communications
starts with listening."
--Robert Gately
 Importance of Listening
 Exists as first verbal skill people learn
 Accounts for most of communication
time
 Ranks hi in business
 Requires high in business
 Requires clear thinking, patience
motivation, & hard work
 Often overestimated in effectiveness
 Truly listening to someone is one of the greatest
gifts we give to each other.

 Listening from our hearts- open and waiting for

the other to speak what is truly in their heart - is a
ministry of hospitality.
 It is holy work.
 Speaking from the heart takes courage –
 to risk & be vulnerable with another."

Kay Lindahl
 Nature of Listening
 Sensing
 Filtering
 Remembering  
 
"How often could things be
remedied by a word. How often
is it left unspoken."
-- Norman Douglas 
"Silence is the training ground
for the art of listening."
-- Linda Douty,
"Remember that
silence is
sometimes the
best answer."
- Dalai Lama
 
"Responsible Listening is speaking we do to
prove to the other person that we
understand what his or her total message
said.
saves us from attacking & defending.
allows for no judgment of the other person's
character.
Its only function is to present, what speaker
meant at this moment, in this conversation.
Listening is suspension of judgments-
until we gain new info"
Peter deLisser   
 The Listening Process
 Begins with symbols - entering receiver’s sensory
world
 Involves process of selective perception
 Depends upon listener’s
(a) sensory limitations,
(b) degree of alertness,
(c) conditioning
 Entails Nervous system & filtering by the mind
 Continues with search for ways to express meaning
 Ends by sending message
 More & Less Effective Listening Skills

Active, focused Passive, laid back

Pays attention Easily distracted

Asks questions Asks no question

Keeps open mind Has preconceptions

Assimilates Disregards
information information
 Comparison of Non-listening & Active
Listening
Non-listening Active Listening
Orientation toward self  Orientation toward others
Little use of mind (thinking)  Significant use of mind
Lack of etiquette  Good application of etiquette
Inattention to principles of effect  Effective use of principles of
No consideration of alternate effect
messages  Consideration of alternate
Little empathy messages
Casual attention to meaning
 Much empathy
 Intense attention to meaning
Emphasis on winning  Emphasis on understanding
Little personal involvement  Much personal involvement
Inattention to nonverbal  Focus on nonverbal
communication communication
Results in conflict  Results in rapport
 Improving Listening Ability
 Commit to improve
 Focus attention
 Cultivate accuracy of filtering
 Concentrate on remembering
 Apply techniques
 Our first responsibility as effective
listeners is to understand ourselves
as communicators.
 Just as the sources of the
communication message should be
trained in self-intra personal
communication, so, too, should
listeners know themselves."
--- Carolyn Coakley
 The Ten Commandments of Listening
 Stop talking
 Put talker at ease
 Show talker you want to listen
 Remove distractions
 Empathize with talker
 Be patient
 Hold your temper
 Go easy on argument and criticism
 Ask questions
 Stop talking
“Writing is thinking
on paper. Anyone
who thinks clearly
should be able to
write clearly about
any subject at all.”--William Zinsser, Author
On Writing Well
 Some Tips for Improving Written
Communication
Many people fall into habit of using technical
jargon that can be understood only by experts in
same field.
Common problems in written communications
are that writers omit conclusion or bury it in
report, are too wordy, & use poor grammar,
ineffective sentence structure, & incorrect
spelling.
 Some Tips for Improving Written
Communication
Use simple words & phrases.
Use short & familiar words
Use personal pronouns (such as “you”)
whenever appropriate.
Give illustrations & examples; use charts.
Use short sentences & paragraphs.
Use active verbs, as in “Mgr plan…”
Avoid unnecessary words.
 Orgl Skills

Three orgl skills - Enhance comm effectiveness for both

sender & receiver –
a. Follow up
b. Regulating info flow
c. Understanding richness of different media.
Following up simply involves checking at later time
to be sure that message received & understood.
Regulating information flow –sender or receiver takes steps to
ensure that overload does not occur.
 Managing Communication Within Diverse Orgs

Communication permeates every org.

Some messages are clear effective; others cause
confusion & errors.
some messages sent throughout org contain misinfo or
secret info- impede org processes.
Formal communication follows chain of command & is
recognized as official.
Vertical Info: Flow of info both up & down chain of
command. Involves exchange of message b/w two or
more levels in org.
 The more elaborate our means of
communication, the less we
communicate. Kin Hubbard
 Flow of communication

At the workplace
* Upward
From subordinates to superior
* Downward
From superiors to the subordinates
* Lateral
From one employee to another
 Types of communication

Formal

Informal
 COMMUNICATION NETWORKS
 Formal communication network :
follows the hierarchical structure
of the organization,
or the "chain of command."

 Informal communication network:

involves communication
that follows the "grapevine."
Formal Communication

HEAD

Instructions and directives

Information

Managers Managers

Workers Workers Workers Workers

Efforts at coordination
 Formal Communication Channels.
Official structure of an org.
 Typically shown by org chart of any org.
 A box -link in the Chain of Command.
 A line-for formal channel for transmission.
 Type of Communication
Communicating among members of
an org.
Formal communication channels.
Informal communication channels.
 Formal Communication
Channels.
 Downward information flow.

 Upward information flow.

 Horizontal information flow.

 DIRECTION OF COMMUNICATION FLOW

Downward communication
flows from upper management down
to the employees at lower ranks.
Job instruction
Ideology
Information
Feedback

Upward communication
is initiated by those at the lower levels of the organization
positive
timely
support current policy
 Downward Communication

 Flows from people at hi to lower levels in org hierarchy.

 Esp. in org with “Authoritarian Atmosphere”.
 Media for oral downward communication- instructions,
speeches, meetings, telephone, loudspeakers, even grapevine.
 Memo, letters, handbooks, pamphlets, policy statements,
procedures, electronic news displays.
 Info lost/distorted -comes down chain of command.
 Top mgt issuance of policies- does not ensure communication.
 Directives -not understood or read.
 Feedback essential for finding out whether info perceived as
intended.
 Downward flow of info through org- time-consuming.
 Delays - frustrating - top mgrs insist info sent directly to person
requiring it.
 Upward Communication
 From subordinates to superiors - continues up hierarchy.
Hindered by mgrs in communication chain - filter messages - transmit
info- unfavorable news to bosses.
 Objective transmission of info essential for control.
Upper mgt needs to know production performance, marketing info,
financial data, what lower-level employees thinking.
 Primarily nondirective - found in participative -democratic orgs.
 Suggestion systems- appeal - grievance procedures, complaint
Systems,
 Counseling sessions, joint setting of objectives,
 Grapevine, group meetings, practice open-door policy, oral
Questionnaires, exit interviews, ombudsperson.
 Upward Communication
 Ombudsman-. Originated in Sweden, - civil servant to
investigate complaints about fed bureaucracy.
 Companies established position for person - investigates
employees’ concerns.
 Anheuser-Busch, Control Data, GE, McDonnell Douglas & AT&T
few companies using ombudsperson in 1986, suggesting
workers trust person.
 Position provide “Valuable Upward Communication Link” -
front-page scandals & legal costs by grinning improprieties -
attention of appropriate person before problems.
 Effective communication requires environment -
subordinates feel to communicate.
 Org climate influenced by upper mgt, creating free flow
communication rests with superiors.
CHANNELS OF COMMUNICATION

Face to Face
Interactive TV - high speed connections (two way)
Video-Voice / Data Channel (one way)
Telephone
E-mail
Personal written correspondence
Formal written message
Public speaking
Data Reports
Broadcast e- mails / reports
Formal & Informal Commun networks in a
Div of a Small Mnfg Company
Department
Manager

Supervisor Supervisor

Navy Solid Lines = Formal Network

Coral Dashed Lines = Informal Network (at a moment in time, for they change often)
 Formal Communication Channels.

 Distortion: misunderstanding or communication errors

at different communication links in the chain.
 To reduce distortion reduce number of levels in the
structure.
 Flat structure & wide span of control.
 Fragmented info. (isolated), Less flexibility.
 Informal Communication Channels.
 Grapevine: Supplements formal channels.
 80% of info that travels around through grapevine is
business related & 75_95% is accurate.
 Informal channels increase as organization has closed
formal channels.
 Common Grapevine Chains Found in Org

Gossip Chain Cluster Chain

(One person tells many) (Many people tell few)
COMMUNICATION PATTERNS
Vertical:
Downward
• rationale for doing jobs
• organization’s policies, practices
• performance appraisals
• sense of mission

Vertical: Upward
• reports on work, progress
• unsolved problems requiring managerial assistance
• Suggestions and ideas
• Subordinates’ feelings about jobs, co-workers,
the organization

Horizontal
• task coordination
• information sharing
• problem solving
• conflict resolution
• peer support
TM 14-6
CENTRALIZED COMMUNICATION NETWORKS
Y X Chain

x
x X

DECENTRALIZED COMMUNICATION NETWORKS

Circle All-channel
 External Communication Network.
 Communication in and out of an organization.
Types:
 Formal contacts with outsiders
 Informal contacts with outsiders.
 Devolution of responsibility.
 Performance based reward system.
 Quality teams.
 Suggestion schemes.
 Special newsletters.
 Mgt by Wandering Around-Informal Commn

Popular form of informal communication

Basic idea -some mgrs keep in touch with what’s going
on by wandering around & talking with people –
immediate subordinates, subordinates far down orgl
hierarchy, delivery people, customers, or anyone else
who is involved with company in some way.
Bill Marriott, frequently visits kitchens, loading docks,
& custodial work areas when-ever he tours Marriott
hotel. Claims that by talking with employee throughout
hotel, he gets new ideas & has better feel for entire
company.
 CHANNELS OF COMMUNICATION

VOCAL NON-VOCAL

VERBAL SPOKEN WORDS WRITTEN WORDS

NON- SIGH FACIAL EXPRESSION

VERBAL
GRUNT POSTURE / GESTURE

INFLECTION SPATIAL
RELATIONSHIP
Non-Verbal Communication:
People send messages to each other
without talking.

They communicate through

facial expressions,
head positions,
arm and hand movements,
body posture,
positioning of legs & feet, and
the way people use “space”
Body Language

• Interpreting body language is vital

in any communication process
• Observe the body movements and
postures
• Match the other person’s body language,
if appropriate and if required.
 Types of Nonverbal
Communication

 Body Language
 Space
 Time
 Para language
 Color
 Layout and Design
Types of Nonverbal Communication:

Kinesic behavior,-body motion such as gestures, facial

expressions, eye behavior, touching,- Body movement.

Physical characteristics- body shape, physique, posture,

height, weight, hair, & skin color.

Paralanguage- Voice quality, volume, speech rate, pitch, &

laughing.

Environment- Building & room design, furniture & interior

decorating, light noise, & cleanliness.

Time-Being late or early, keeping others waiting, & other

relationships between time & status.
 Reading Body Language

Unspoken message Behavior

“ I’m nervous Clearing throat
Expelling air (such as “Whew!”)
Placing hand over mouth while speaking
Hurried cigarette smoking
“I’m superior to you.” Peering over tops of eyeglasses
Pointing a finger
Standing behind a desk & leaning palms
down on it
Holding jacket leaps while speaking
 Interpersonal Communication

From Advantages Disadvantages

Oral 1. Promotes feedback &1. May suffer form
interchange. inaccuracies.
2. It easy to use 2. Leaves no permanent
record.
3. Seldom time for
thoughtful response.
Written 1. Tends to be more1. Inhibits feedback &
accurate. interchange.
2. Provides record of2. Is more difficult & time
communication. consuming.
 Communication Audit

One way to improve communication in org is to

conduct communication audit.

Such audit is tool for examining

communication policies, networks & activities.

Organizational communication is viewed as

group of communication factors related to
organizational goals.
 Communication Audit

One way to improve communication in org is to

conduct communication audit.

Such audit is tool for examining

communication policies, networks & activities.

Organizational communication is viewed as

group of communication factors related to
organizational goals.
 COMMUNICATING THORUGH TECHNOLOGY
E-mail.
Electronic meeting software.
Video conferencing software.
Whiteboard software.
Group scheduling software.

The Internet
Internet is a network of networks.
Network is a group of computers that are connected to share
the information.
LAN-WAN.
Concept of a PAPERLESS ORGANIZATION.
 Barriers to Effective Communication

Despite its apparent simplicity, communication

process rarely operates flawlessly.

Barriers interfere with organizational

excellence.

Consequently, info transmitted form one party

to another -Distorted, & communication
problems -result.
 Communication -Barriers
Process Barrier
 Every Step in Communication process is necessary
for effective communication.
 Blocked steps become barriers.
 Following situations:

Sender barrier. A management trainee with unusual

new idea fails to speak up at meeting for fear of
criticism.

Encoding barrier. A Boluchi-speaking factory worker

cannot get Sindahi-speaking supervisor to
understand grievance about working conditions.
 Process Barriers
Medium Barrier. After getting no answer three times &
busy signal twice, customer concludes that a store’s
consumer hot line is waste of time.
Decoding Barrier. A restaurant mgr does not understand unfamiliar
computer jargon during a sales presentation for laptop computers.
Receiver barrier.
A mgr who is preoccupied with preparation of budget asks clerk to repeat
earlier statement.
Feedback barrier.
During on-the-job training, failure of trainee ask any
questions causes mgr to wonder if any real understanding
what is being taken place.
Choosing appropriate medium is especially important for
mgrs who must overcome physical barriers.
A mgr with a soft voice can reach hundreds of people by
using a sound system.
 Physical Barriers

Sometimes physical object blocks effective

communication.
For example, a Factory worker, who wears
ear protectors probably could not hear
someone yelling : “Fire!” Distance is
another physical barrier.
Thousand of miles between New York &
Islamabad & time-zone difference can
complicate communication in a global org.
Semantics is study of meaning of words.
Words are indispensable, thought they can sometimes cause a
great deal of trouble.
Mgrs in such fields as accounting, computer science, or
advertising may become so accustomed to their own
technical language that they forget that people outside
their field may not understand them.
Unexpected reactions or behavior by others may signal a
semantic barrier.
Psychological . & social barriers are probably responsible for
more blocked communication than any other type of
barrier.
People’s backgrounds, racial prejudice, distrust of opposite
sex, or lack of self-confidence
 Distrust, Threat & Fear
Undermine communication.
In climate with forces, any message will be viewed
with skepticism.
Distrust can be result of inconsistent behavior by
superior, or it can be due to past experiences
-subordinate punished for honestly reporting
unfavorable, but true, information to boss.

In light of threats – whether real or imagined – people

tend to tighten up, become defensive, & distort
information.
 Inadequate
knowledge
Conflict
ing N
signals
Differences O
V in interpretations N
E V
R Differences in
E
Language perception
B differences
R
A B
L Inappropriate Inappropr A
Use of expressions iate
emotions L
Ambiguity

Distraction
Polarization
 Barriers Within Organizations.
 Info overload.
 Message complexity.
 Message competition.
 Differing status.
 Lack of trust.
 Inadequate structures.
 Closed communication climate.
 Unethical communication.
 Inefficient communication.
 Physical distraction.
 Incorrect choice of medium.
 Media richness
 Info Overload

Occurs when amount of info -process is

exceeded.
Mgr’s responsibility in disseminator role is to filter large volumes of info &
distribute it appropriately.
Info overloaded lead to:

Failing to process or ignoring some of info.

Processing info incorrectly.
Delaying processing of info until info overload abates.
Searching for people to help process some of info.
Lowering quality of info processing.
Withdrawing from info flow.