HSA 171CAR

1436/5/12

Definition.

Components of communication.

Communication Process.

Communication Channels.

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Communication is about sending and receiving Communication is about sending and receiving

information or the transmission of information information or the transmission of information

and meaning from one party to another through and meaning from one party to another through

using shared symbols. using shared symbols.

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The process by which information is

exchanged between individuals,

departments, or organizations.

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Feedback

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The two common elements in

communication are the sendersender and receiverreceiver.

The sendersender is the one who conveys an idea

or concept to others, to seek information or

to express a thought or emotion.

The receiverreceiver is the person to whom the

message is sent.

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One-Way Communication:One-Way Communication: Information flows only in one direction –from Information flows only in one direction –from

the sender to the receiver with no feedbackthe sender to the receiver with no feedback A much common way of communication A much common way of communication

because it is faster and easier for the sender because it is faster and easier for the sender and there is no trouble from disagreement. and there is no trouble from disagreement.

There may be mistakes in transmission of There may be mistakes in transmission of information.information.

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Two-Way Communication:Two-Way Communication: A process in which information flows in A process in which information flows in

two-directions –the receiver provides two-directions –the receiver provides feedback and the sender receptive to the feedback and the sender receptive to the feedback. feedback.

It is more accurate and fewer mistakes in It is more accurate and fewer mistakes in transmission.transmission.

But it is time-consuming and more difficult But it is time-consuming and more difficult for the sender. for the sender.

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Transmission of a message from a sender to a receiver in an understandable manner.”

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Encode ◦ To select symbols with which to compose a message.

Message◦ The tangible formulation of an idea to be sent to a receiver.

Channel ◦ The carrier of a communication.

Decode◦ To translate the symbols used in a message for the purpose

of interpreting its meaning. Feedback

◦ A response by the receiver to the sender’s communication.

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Downward Communication:Downward Communication:

Refers to the messages and information

sent from top management to subordinates

in a downward direction.

It usually encompasses the following five

topics:

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1. Implementation of goals and strategies: Communicating new strategies & goals provides

information about specific targets & expected behaviors.

2. Job instructions and rationaleThese are directives on how to do a specific task

and how the job relates to other organizational activities.

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3. Procedures and Practices

These are messages defining the organizations

policies, rules, regulations, benefits and structural

arrangements.

4. Performance feedback

These messages appraise how well individuals and

departments are doing their jobs.

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5. Indoctrination

These messages are designed to motivate

employees to adopt the company’s mission and

cultural values to participate in special

ceremonies.

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These are the messages that flow from the lower to the higher levels in the organization. Most organizations take pains to build in healthy channels for upward communication. Employees need to report progress, and provide feedback on management initiatives.

Many organizations make a great effort to facilitate upward communication. Mechanisms include suggestion boxes, employee surveys, open-door policies, management information system reports, & face to face conversations between workers and executives.

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Five types of information communicated upward :

1. Problems & Exceptions

These messages describe serious problems with &

exceptions to routine performance in order to make

senior managers aware of difficulties.

2. Suggestions for Improvement

These messages are ideas for improving task related

procedures to increase quality or efficiency.

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3. Performance Report

These messages include periodic reports that

inform management how individuals &

departments are performing.

4. Grievances & Disputes

These messages are employee complaints &

conflicts that travel up the hierarchy for a hearing

& possible resolution.

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5. Financial & Accounting Information

These messages relate to costs, accounts

receivable, sales volume, anticipated profits,

return on investment & other matters of interest

to senior managers.

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It is the lateral exchange of messages among peers or

coworkers. It may occur within or across departments. The

objective of horizontal communication is to inform, request

support and coordinate activities.

It is particularly important in learning organizations, where

teams of workers are continuously solving problems &

searching for new ways of doing things.

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Three categories of Horizontal communication:

Interdepartmental problem solving

These messages take place among members of the same department

and concern task accomplishment.

Interdepartmental coordination

Interdepartmental messages facilitate the accomplishment of joint

projects or tasks.

Change initiatives & improvements

These messages are designed to share information among teams &

departments that can help the organization change,

grow & improve.

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Written communication Written communication

Oral communicationOral communication

Electronic communicationElectronic communication

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Communication through: Communication through:

◦ Letters, Memos, Reports, Forms , Notice boards Letters, Memos, Reports, Forms , Notice boards

and Internal magazines or newspapers and Internal magazines or newspapers

Messages can be revised several times. Messages can be revised several times.

The sender can not receive immediate The sender can not receive immediate

feedback. feedback.

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Face-to-face discussions, telephone Face-to-face discussions, telephone

conservations, formal presentations and conservations, formal presentations and

speechesspeeches

Advantages: Advantages: Questions can be asked and Questions can be asked and

answered directly; feedback is immediate; and answered directly; feedback is immediate; and

the sender’s attitude can be sensed.the sender’s attitude can be sensed.

DisadvantagesDisadvantages: few permanent records : few permanent records

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Communication through electronic media such as

mobile phone, paging devises, lap top computers,

E-mail, fax machines, and electronic notice

boards

Messages can be delivered instantly, over long

distances, and to a large number of people.

But not all people have can access to the media.

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It is important to understand that each communication

Channel has advantages and disadvantages and each can be

an effective means of communication in the appropriate

circumstances. Channel selection depends on whether the

message is routine or non-routine.

Non-routine messages – typically ambiguous, concern

novel events, & impose great potential for misunderstanding,

time pressure and surprise.

Routine messages – convey data or statistics or simply put

into words what was agreed upon.

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