Ch.15. Managing Communication

Ch.15. Managing Communication - Ch 15 Managing...

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Ch. 15- Managing Communication r15.2- Kinds of Communication a. The Communication Process Model 1. Sender has idea; a message to be conveyed 2. Sender encodes idea in a message Encoding : putting a message into a written, verbal, or symbolic form that can be recognized and understood by the receiver. 3. Sender transmits message via communication channel 4. Receiver receives message 5. Receiver decodes message Decoding : the process by which the receiver translates the written, verbal, or symbolic form of a message into an understood message. 6. Receiver understands message (or doesn’t) 5. FEEDBACK travels to sender Feedback to sender : in the communication process, a return message to the sender that indicates the receiver’s understanding of the message. 6. Possible additional FEEDBACK to receiver 10-60% loss of meaning between step 1-4 Noise : anything that interferes with the transmission of the intended message. Sender isn’t sure what message to communicate. The message is not clearly encoded. The wrong communication channel is chosen. The message is not receive or decoded properly. The receiver doesn’t have the experience or time to understand the message.
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Jargon : vocabulary particular to a profession or group that interferes with communication in the workplace. b. FORMAL Comm. Channels o System of official channels that carry organizationally approved messages and information. o Downward communication flows from higher to lower levels in an organization. Issue orders down organizational hierarchy Give org members job-related info Give workers/middle managers performance reviews from upper managers Clarify organizational objective and goals o Upward communication flows from lower levels to higher Used to give higher-level managers feedback about operations, issues, and problems o Horizontal communication flows among workers/managers who are at the same organizational level.
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