Communication Supervised by: Dr. Fatamah Baddar by: Hayaa Nafa.

communication

Supervised by: Dr. Fatamah Baddar

by: Hayaa Nafa

Outlines • communication process.• Functions of communication• types of organizational communication.• communication channels in the organization.• formal vs. informal communication.• principles of communication.• communication barriers. • relationship of organizational structure to organizational

communication.• how to be a good communicator.

Introduction

• Effective communication is essential to the wellbeing of an organization. Communication is critical to the strategic planning process of any organization, and it is crucial for attainment of short- and long-term organizational goals. Likewise, good communication is pivotal to the day- to-day operation of any organization, affecting patient safety and quality care, employee satisfaction, and customer relations and satisfaction.

Communication

is the process of passing or transmitting and receiving information from one person to another.

is the transfer of information from the sender to the receiver with the information being understood by the receiver.

The key element in effective communication is“Understanding.”

Functions of

communication

• Control• Motivation

• Emotional Expression• Information

The communication model

Message Encoding Transmitting

(channel)

Decoding Action

Fact

Idea

Concept

Feeling

Words

Gestures

Facial experssions

Verbal

Non-verbal

Face-to-face

Group written

Instructional media

Sees, hears, feels, interprets

Symbolizes

Messages for meaning

Ignores

Stores

Delays

Performs

Receiver feedback

Sender feedback

sender receiver

An effective communication model consists of 6 stages:

Communication process

1. The sender: Chooses a fact, concept, ideas to communicate.

This is the content of communication. It is the basis of a message.

2. Encoding: Means translating the message into verbal and

non verbal symbols that will communicate the intended message to the receiver.


3. Transmitting:Is the channel used to communicate the message.

The message can be of any form, i.e. speech, written, media or non verbal.

4. Decoding:The receiver perceives and interprets or decodes

the sender’s message into information that has meaning.


5. Action:Is the behavior acted by the receiver as a

result of the message sent, received and perceived.

6. Feedback:Is a continuous two way process. The

communication process is not complete until feedback occurs.

Kinds of communication

There are two basic types of communication:1. Formal communication “the official”:• This type is established by management and

formally pictured in the charts of the organization.

• It is a line of communication for the transmission of official message and information within or outside the organization.

Kinds of communication

2. Informal communication “the grapevine”:• This type of communication is build around the social

relationship of the members of the organization, i.e. arises on account of the nature desire of the people to communicate with each other.

• Does not follow formally delegated lines of authorities and responsibilities but it is a powerful and purposeful, effective tool of good administrative practice, that it is considered a mean of understanding of the public’s opinion and morale in the organization, and as a safety valve.

• An intelligent manager can make use of grapevine for spreading information informally and preventing false rumors by providing correct facts, this will be possible when the manager maintains an attitude of friendliness and cooperation with the members of informal organization.

Types of communication

1. Verbal communication:The need for the manager/leader to

accurately and reliably send and receive verbal messages is critical for effectiveness. Verbal messages that are vague or unclear promote confusion and poor job performance.

Verbal communication

Effective verbal communication:1. Brief:Use the fewest words that send the message. Keep it

short, simple and to the point. Using too many words can mud messages and confuse the receiver.

2. Clear:Speak slowly and clearly. Repeat important points. Use

words that are simple enough to be understood.


3. Paced appropriately:The speed with which a message is

delivered has an impact on the communication. A message that is sent too rapidly increases anxieties in the receiver. Awkward pauses or the use of too much or too little silence can convey messages other than what was intended.


4. Effective toned:The tone of a person’s voice can have a strong influence on

the message being sent. Vocal tones can also indicate one’s emotional state. To send an effective message, the tone of voice must match the words that are sent.

5. Relevant:Communications that are important have more impact. If

the message has little relevance or importance it will be casually received and soon forgotten.


6. Well-timed:In order to be received fully, verbal messages need to

sent at advantageous times, for example: messages that are personal or related to performance need to be times so that they can be sent in private, with time for discussion. Communications that praise a staff member should be sent in public. Thus, encouraging recognition and worth. A good rule of thumb for timing messages: “Praise in public; criticize in private.”

Forms of oral communication

a. Meeting• Definition Is a Formal or informal gathering of

individuals to debate certain issues and problems, and to take decisions. Formal meetings are held at definite times, at a definite place, and usually for a definite duration to follow an agreed upon agenda.

Meeting

• A meeting is typically headed by a chairperson, and its deliberations are recorded in a written form called minutes. Under corporate legislation, two main types of meetings are general meetings and special meetings. Such meetings must have a minimum number of members (called quorum) not less than 60% of members should present to make the legally operative.

Characteristics of effective meeting communication

• Before The Meeting 1. List the objectives of the meeting, Make sure it is realistic 2. Develop an agenda, the content of the agenda should be

in order of most important to least important, Identify on the agenda who is responsible for each item on the agenda, Identify the time devoted to each item on the agenda

3. Distribute the agenda to attendees before the meeting starts so members will be prepared and feel involved and up-to-date.

Characteristics of effective meeting communication

4. Choose an appropriate meeting time. Set a time limit and stick to it, if possible, remember, members to arrive five to ten minutes early; this gives everyone time to socialize, obtain coffee, or organize materials before the meeting.

5. Choose a location suitable to your group's size , arrange the room so that members face each other, i.e., a circle or semi-circle. For large groups, try U- shaped.

6. Prepare visual aids for interest (e.g., posters, diagrams, etc.).

Meeting

• During The Meeting 1. Greet members and make them feel welcome, even late

members when appropriate. 2. Start on time, end on time. 3. Stick to the agenda. 4. Encourage group discussion to get all points of view and ideas. 5. Keep conversation focused on the topic. Feel free to ask for

only constructive and non- repetitive comments. Tactfully end discussions when they are getting nowhere or becoming destructive or unproductive.

Meeting

6. As a leader, be a role model by listening, showing interest, appreciation and confidence in members, be tactful and show good humour.

7. Summarize agreements reached and end the meeting on a unifying or positive note.

8. Keep accurate records9. Set a date, time and place for the next meeting.

Meeting

• After The Meeting 1. Write up and distribute minutes within 3 or 4

days. Quick action reinforces importance of meeting and reduces errors of memory.

2. For every decision, have one person assume responsibility to carry it out.

3. Follow-up on delegation decisions. See that all members understand and carry-out their responsibilities.

Meeting

4. Give recognition and appreciation to excellent and timely progress.

5. Put unfinished business on the agenda for the next meeting.

6. Conduct a periodic evaluation of the meetings.

7. Note any areas that can be analyzed and improved for more productive meetings..

Why people hate meetings??

• Unclear roles – participants are unsure what they are supposed to be doing.

• Cheap shots – personal attacks on an individual’s character instead of his/her ideas.

• Information overload – an overabundance of data, facts and figures can be confusing.

• Wheel-spinning – going over the same thing again and again.

• Unclear expectations – different understandings among participants on the reason for and outcome of the meeting.

Why people hate meetings??

• Poor meeting environment – space is too hot, too cold, too big, or too small.

• Unclear decision-making authority – participants have no power and just rubber-stamp decisions.

• Different views – everyone going off in different directions and not listening to each other.

b. Telephone message

• The telephone; it is part of us. What would we do without it? Phone answering skills are critical for businesses; it is still most business's primary point of contact with customers. And the way you answer your organization's phone will form your customer's first impression of your business.

Phone Etiquette

c. Oral reports

• Oral reports:Are given when information is needed to be

reported immediately not for permanency. They may be based on material included in written reports, e.g. oral reports given by the head nurse or the nurse in charge to all personnel (oral shift report), reports the condition and needs of a patient to the physician, supervisor, etc…

Guidelines for oral report

1-Report essential information as quickly as possible . 2- Be clear , concise , and accurate.3- Describe objective facts , measurements, and

observations.4- Omit routine information that is readily available from

other sources.5- Highlight recent or significant changes in the client’s

condition.6- Avoid value judgments , such as “ good “ or “ poor ” by

giving specific examples.

Guidelines for oral report

7- Discuss the client and family in a professional manner.

8-Give client name , room number , bed designation.

9- Give diagnosis or reason for admission .10- Give tests, therapies , and results for last 24

hours.

d. Written report

• Report Tips• Here are some additional suggestions for writing effective,

well-organized reports:• Understand your objectives: Before you begin writing, make

sure you clearly understand why you're writing the report - and who will read it.

• Use a relaxed style: If possible, keep your writing style simple and easy to read. Be professional, but always keep your readers in mind.

• Keep it concise: Remember, people typically don't have much time. Aim to keep your sentences short and clear.

Written reports

• Use sources and data: Use statistics, and reference sources whenever you can. People tend to trust numbers more than opinions.

• Organize your text with clear headings: Break up your text with headings and subheadings. This makes reading easier, and it allows people to find the information that's most relevant to them.

• Start with the most important information: In every section of your report, put the most important information first. Again, remember that most people don't have lots of time. Tell them what they need to know as quickly as possible.

2. non-verbal communication

2. non-verbal communication• These messages are considered to be a more

accurate description of emotions than verbal messages. It is easier for us to control our words and speech than the non-verbal messages we send.

• Techniques for developing effective non verbal communication focus on the use of personal appearance, body language, distance and territory, attending behaviors and touch.

1. Personal appearance:• One’s personal appearance is the combination of one’s

physical characteristics, style of dress, hygiene, etc. it is a mixture that creates an impression.

2. Body language:• The sending and receiving of non verbal messages

through the use of bodily movements facial expressions and body Gestures is referred to as body language. These messages sometimes have a greater impact on communication than the verbal messages.

• Gestures: A thumbs up, or a simple wave of the hand says so much. gestures form an integral part of non-verbal communication. Gestures allow us to express a variety of emotions and thoughts like contempt, hostility, approval, affection etc

3. Distance and territory:• The more private or personal the

communication, the closer the distance between people.

- Intimate distance: Usually seen amongst people who share an

intimate relationship. Here, the distance ranges between 15 cm and 45 cm.

- Personal distance:Observed between good friends. Includes general interactions

among good friends. It ranges between 45 and 120 cm. - Social distance: Observed amongst formal acquaintances, working colleagues

or business associates. It ranges between 1.5 m and 3.5 m. - Public distance:It is used while interacting with strangers or also used while

public speaking. It is usually 3.5 m and more.

4. Attending behavior: These are a combination of behaviors that indicate if and how

the receiver is listening to the speaker. They include eye contact, focusing on the speaker’s message, and attentive listening techniques.

5. Touch: Touch is a powerful tool that conveys both positive and

negative expressions. Its interpretation depends on the cultural background and emotional state or mood of the people and the nature of the relationship or interaction. Awareness of space and territory is essential when communicating with touch.

6.Eye Contact and visions Eyes are perhaps the most expressive features on

human beings. Eye contact can indicate a lot of emotions ranging from interest, attention, and involvement. A simple gaze is comprised of the actions of looking while talking, while listening, or even while observing. Other factors that can be studied to correlate them with the communication purpose are amount of gaze, frequency of glances, patterns of fixation, pupil dilation, and even the eye-blinking rate.

Electronic communication

• Electronic communication: Which includes computerized electric

telecommunications that provides an immediacy within which people across the world can share conversations, televised pictures, and interactive software on VDU’s, maps, graphics, and circuit

Channels of communication in the

organization

There are four channels of managerial communication

• Downward communication.• Upward communication.• Horizontal communication.• Diagonal communication


organization

1. Downward communication: • It flows from people at higher level to those at lower level, i.e.

from the superior to subordinate or from manager to assistant manager in the organizational hierarchy.

• downward oral communication include instructions, speeches, meetings, use of telephone.

• Examples of written downward communication are letters, handbooks, pamphlets, policy statements and procedures.

• tie the different levels of organizational hierarchy together and is the instrument by which an executive puts his/her delegated authority to effective use.


organization

2. Upward communication: It passes from subordinates to superior, i.e.

“continues up the organizational hierarchy.”

• Upward communication provides a means for motivating and satisfying personnel by allowing employee input.


organization

Common means of upward communication include:• Face-to-face discussion.• Open-door policies.• Staff meetings.• Written reports.• Performance appraisal• Suggestion boxes.• Counseling


organization

3. Horizontal flow communication:

Is one that takes place directly people on the same or similar organizational level. It is most frequently used to coordinate activities.


organization

Diagonal flow communication:• It occurs with persons at different levels who have

no direct reporting relationship. Frequently used between staff, groups, organizations and line function as in project type.

• This type of communication is used to speed information flow, to improve understanding and to coordinate efforts for the achievement of organizational objectives.

PRINCIPLES OF COMMUNICATION

• Communication is a two-way process of giving and receiving information through any number of channels. Whether one is speaking informally to a colleague, addressing a conference or meeting, writing a newsletter article or formal report, the following basic principles apply:

1. Know your audience. 2. Know your purpose. 3. Know your topic. 4. Anticipate objections. 5. Present a rounded picture.

PRINCIPLES OF COMMUNICATION

6. Achieve credibility with your audience. 7. Follow through on what you say. 8. Communicate a little at a time. 9. Present information in several ways. 10. Develop a practical, useful way to get

feedback.

• Do You Know …

People remember:10% of what they read20% of what they hear30% of what they see

50% of what they see and hear80% of what they say

90% of what they say and do

Communication barriers

There are six crunching barriers to organizational communication:

• Poor structure to the communication• A weak delivery• The use of the wrong medium to deliver the

communication• A mixed message• The message is delivered to the wrong audience• A distracting environment

Organizational communication barriers

The following communication barriers in organizations and ways to overcome them.

1. Information Overload. Too much information is as bad as too little because it reduces the

audiences ability to concentrate effectively on the most important messages. People facing information overload sometimes:

• Try to cope by ignoring some of the messages, • By delaying responses to messages they deem unimportant, • By answering only parts of some messages, • By responding inaccurately to certain messages, • by taking less time with each message, • By reacting only superficially to all messages.


To overcome information overload:• Realize that some information is not necessary,

and make necessary information easily available.

• Set priorities for dealing with the information flow..


2. Message Complexity:• When formulating messages at work, you communicate it both as an

individual and as representative of an organization. Thus you must adjust your own ideas and style so that they are acceptable to your staff.

• In fact, you may be asked occasionally to write or say something that you disagree with personally. e.g. Suppose you work as a recruiter for your organization. You've interviewed a job candidate you believe would make an excellent employee, but others in the organization have rejected this applicant. Now you have to write a letter turning down the candidate: You must communicate your message, regardless of your personal feelings, a task some communicators find difficult.


To overcome the barriers of complex messages, 1. Keep them clear and easy to understand. 2. Use suitable and specific language, and stick to

the point. 3. Be sure to ask for feedback so that you can

clarify and improve your message.


3. Differing Status. • Employees of low status may be overly cautious

when sending messages to managers and may talk only about subjects they think the manager is interested in. Similarly,

• Higher-status people may distort messages by refusing to discuss anything that would tend to undermine their authority in the organization.


To overcome status barriers• Keep managers and colleagues well informed. • Encourage lower-status employees to keep you

informed by being fair-minded and respectful of their opinions.

• When you have information that you're afraid your boss might not like, be brave and convey it anyway.

• Status barriers can be overcome by a willingness to give and receive bad news.


4. Lack of Trust • Building trust is a difficult problem. Other

organization members don’t know whether you'll respond in a supportive or responsible way, so trusting can be risky.

• Without trust, however, free and open communication is effectively blocked, threatening the organization's stability. Just being clear in your communication is not enough.


To overcome trust barriers, • Be visible and accessible. • Share key information with colleagues and

employees,• Communicate honestly, and include employees in

decision making. • For communication to be successful, organizations

must create an atmosphere of fairness and trust.


5. Inadequate Communication Structures.• Organizational communication is affected by formal

restrictions on who may communicate with whom and who is authorized to make decisions.

• Designing too few formal channels blocks effective communication.

• Strongly centralized organizations, reduce communication capacity, and they decrease the tendency to communicate horizontally thus limiting the ability to coordinate activities and decisions.


To overcome structural barriers, • Offer opportunities for communicating upward,

downward, and horizontally (using such techniques as open-door policies, newsletters, memo, and task groups).

• Try to reduce hierarchical levels, increase coordination between departments, and encourage two-way communication.


6. Incorrect Choice of Medium. • If you choose an inappropriate communication

medium, your message can be distorted so that the intended meaning is blocked.

• Face-to-face communication is the richest medium because it is personal, it provides immediate feedback, it transmits information from both verbal and nonverbal cues, and it conveys the emotion behind the message.


• Telephones and other interactive electronic media aren't as rich; although they allow immediate feedback, they don't provide visual nonverbal cues such as facial expressions, eye contact and body movements.

• Written media can be personalized through addressed memos, letters, and reports, but they lack the immediate feedback and the visual and vocal nonverbal cues that contribute to the meaning of the message.


To overcome media barriers, 1. Select the most appropriate medium by matching your

choice with the nature of the message and of the group or the individual who will receive it

2. Choose the richest media (Face-to-face communication) for no routine, complex message.

Use leaner media to communicate simple, routine messages.

You can send information such as statistics, facts, figures and conclusions through a note, memo or written report


7. Closed communication climate. • Communication climate is influenced by

management style, and a directive, authoritarian style blocks the free and open exchange of information that characterizes good communication.

To overcome climate barriers,• Spend more time listening than issuing order


8. Unethical Communication. • An organization cannot create illegal or unethical messages and

still be credible or successful in the long run. Relationships within and outside the organization depend or trust and fairness.

To overcome ethics barriers, • Make sure your messages include all the information that ought

to be there. • Make sure that information is adequate and relevant to the

situation. and• Make sure your message is completely truthful, not deceptive in

any way.


9. Inefficient Communication. • Producing worthless messages wastes time and resources, and

it contributes to the information overload already mentioned.To overcome Inefficient Communication• Reduce the number of messages by thinking twice before

sending one. Then speed up the process,• First, by preparing messages correctly the first time around

and, • Second, by standardizing format and material when

appropriate.


10.Physical distractions. • Communication barriers are often physical:• Although noise or this sort seems trivial, it can completely

block an otherwise effective message. • Your receiver might also be distracted by an

uncomfortable chair, poor lighting, or some other irritating condition.

• In some cases, the barrier may be related to the receiver's health. Hearing or visual impairment or even a headache can interfere with reception of a message.


To overcome physical distractions, • Try to prepare well written documents which

are clear, concise, and comprehensive. • When preparing oral presentations try to find a

setting which permits audience to see and hear the speaker clearly.

Improving your communication skills

1. Use inspirational communication tactice· Project confidence and power with emotion-

provoking words· Be credible· Pitch your message to the listener· Avoid ‘junk words’ that dilute your message· Use front-loaded messages· Cut through the clutter


2. Be a supportive communicator – show you are interested in the other person

· Focus on the problem instead of the person· Match your words and your body language· Acknowledge the other person’s ideas· Keep the conversation going


3. Encourage open feedback· 360-degree feedback· Suggestion system· Corporate hot lines 4. Use simple language – avoid jargon 5. Avoid overload· Rely on gatekeeper· Practice queuing


6. Walk the talk – actions need to be consistent with the communicated message

7. Be a good listener · Effective listening techniques · Be non-judgmental when taking in information · Acknowledge speakers in a way that

encourages them to continue speaking· Attempt to advance the speaker’s ideas to the

next step


8. Cross-cultural communication· Learn local cultural rules· Don’t take anything for granted· Show respect for everyone· Speak slowly, clearly and in straightforward

language· Try to speak the local language· Be aware of nonverbal differences

Conclusion

• Communication is essential to the goal attainment and overall success of an organization. Effective organizational communication is challenging in many ways, given the complexity of health-care systems. Because good communication is such an important component of successful operation, it is well worth the time and effort it takes to develop effective communication strategies.

References

• http://www.cba.uh.edu/bwalker/35ch8.htm• http://ezinearticles.com/?Importance-Of-Commu

nication-In-Organization&id=563763

Communication Supervised by: Dr. Fatamah Baddar by: Hayaa Nafa.

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Transcript of Communication Supervised by: Dr. Fatamah Baddar by: Hayaa Nafa.