HBO MODULE 6

• Communication


  The transfer of information including feelings, and ideas, from one person to another. The goal is to have the receiver understand the message as it was intended.
• Without communication, organization cannot exist
• Effective communication system


  • Provides management answers to questions related to what motivates its workers to perform effectively, what products or services the customers want, what products or services the suppliers are providing, and many others
• Communication process


  1. Communication source or sender

  2. Message

  3. Channel

  4. Receiver

  5. Feedback

  6. Environment
• Communication source or sender


  A person who makes the attempt to send a message which could be spoken, written, in sign language, or nonverbal to another person or a group of persons
• Message


  The purpose or an idea to be conveyed in a communication event. It is the actual physical product as a result of encoding.
• Factors influencing how the message is received

  • Clarity of the message
  • Alertness of the receiver
  • Complexity and length of the message
  • How the information is organized
• Channel


  The medium through which the message travels, e.g. face to face, telephone, email, written memos and letters, posted notices, bulletins
• Receiver


  The person receiving a message, influenced by factors like age, gender, beliefs, past experiences, cultural influences, and individual needs
• Feedback


  The process of communication how one feels about something another person has done or said
• Environment


  The circumstances in which messages are transmitted and received
• Noise


  Anything that disrupts communication, including the attitude and emotions of the receiver
• Basic methods of interpersonal communication

  • Verbal
  • Written
  • Nonverbal communication
• Verbal communication


  • Appropriate when the sender wants to appear informal, invite suggestions and ideas, explain something complex, deliver important news, be diplomatic, or discuss highly confidential matters
  • Not appropriate when the sender wants to maintain formality, wants a permanent record, needs receiver's comments in writing for legal reasons, or wants to avoid further discussion
• Written communication


  • Advantages: formal and authoritative, provides a permanent record, useful for legal purposes, reaches multiple people, communicates complicated information, is quicker, avoids lengthy discussion, allows careful word choice
  • Not appropriate when the receiver needs to ask questions, more discussion is needed, a friendly atmosphere is needed, the message is very important, the message is confidential, or the information may be upsetting
• Nonverbal communication


  Communication that takes place through facial expressions, body movements, eye contact, and other physical gestures
• Functions of communication


  • Information function
  • Motivation function
  • Control function
  • Emotive function
• Basic goals of effective communication

  • To gain goodwill
  • To inquire
  • To inform
  • To persuade
• Barriers to communication


  • Filtering
  • Selective perception
  • Information overload
  • Emotions
  • Language
  • Communication apprehension
  • Absence of feedback
  • Physical separation
  • Lack of credibility of the sender
• Filtering


  The manipulation of information so that it will be seen more favorably by the receiver
• Selective perception


  Receivers selectively see and hear messages based on their needs, motivations, experience, background, and other personal characteristics
• Information overload


  The condition in which information inflows exceeds an individual processing capacity
• Communication apprehension


  Undue tension and anxiety about oral communication, written communication, or both
• Kinds of communication flow

  • Downward
  • Upward
  • Horizontal
• Downward communication


  • Messages flow from higher levels to lower levels, with purposes of giving instructions, providing information about policies and procedures, giving feedback about performances, and indoctrinating or motivating
• Upward communication


  • Messages flow from lower level positions to higher positions, with purposes of providing feedback to higher-ups, informing higher-ups of progress towards goals, and relaying current problems. Techniques used include performance reports, suggestion systems, information gripe sessions, open-door policy, and exit interviews.
• Horizontal communication


  • Messages sent to individuals or groups from another of the same organization level or position, with purposes of coordinating activities between departments, persuading others at the same level, and passing on information about activities or feelings. Techniques used include memos, telephones or cellphones, picnics, and dinner and other social affairs.
• Ineffective communication can affect people involved in it negatively, hurting feelings and wasting time and valuable resources
• To improve communication, the message should be improved so it could be easily understood, and the receiver must improve their skill in understanding the message sent to them