8/17/2019 Managment Course

1/5

MMf Lecture 9

Moinul Mustafa, School of Business MGT 210

Principles of ManagementCommunication & Information Technology

Lecture 9

NORTH SOUTH UNIVERSITY School of Business, MGT 210

Communication• The transfer and understanding of

meanin .• Transfer means the message was received in a

form that can be interpreted by the receiver.• Understanding the message is not the same as

the receiver agreeing with the message.

– Interpersonal Communication• Communication between two or more people

– Organizational Communication• All the patterns, network, and systems of

communications within an organization

Four functions of communication

Functions of Functions of CommunicationCommunication

ControlControl MotivationMotivation

EmotionalEmotionalExpressionExpression

InformationInformation

Four functions of communication• Control

– Formal and informal communications act tocontrol individuals’ behaviors in or anizations.

• Motivation – Communications clarify for employees what is to

done, how well they have done it, and what canbe done to improve performance.• Emotional Expression

– Social interaction in the form of work group

express themselves.• Information

– Individuals and work groups need information tomake decisions or to do their work.

8/17/2019 Managment Course

2/5

MMf Lecture 9

Moinul Mustafa, School of Business MGT 210

Interpersonal Communication Process

• Messa e: Sender’s intended meanin • Encoding: The message converted to symbolic form• Channel: The media through which the message travels• Decoding: The receiver’s retranslation of the message• Noise: Disturbances that interfere with communications

Interpersonal Communication Methods• Face-to-face• ele hone

• Hotlines/ helplines• E-mail

• Group meetings• Formal presentations• Memos• Traditional Mail

• Fax machines

• Computer conferencing• Voice mail• Teleconferences• Videoconferences

• Employee publications• Bulletin boards• Audio- and videotapes

Methods for evaluatingcommunication

•Feedback • Time-space•Complexity capacity•Breadth potential

•Confidentiality•Encoding ease•

cons ra n• Cost

• Interpersonal warmth• Formality• Time consum tion

Nonverbal CommunicationCommunication that is transmitted

without words.• Sounds with specific meanings or warnings• Images that control or encourage behaviors

• Situational behaviors that convey meanings• Clothing and physical surroundings that implystatus

– Body language: gestures, facial expressions, andother body movements that convey meaning.

– Verbal intonation : emphasis that a speakergives to certain words or phrases that conveysmeaning.

8/17/2019 Managment Course

3/5

MMf Lecture 9

Moinul Mustafa, School of Business MGT 210

Interpersonal Communication Barriers

FilteringNationalCulture

Emotions

InformationOverload

InterpersonalCommunicationLanguage

Defensiveness

Interpersonal CommunicationBarriers (contd.)

• Defensiveness – W en t reatene , reacting in a way t at re uces

the ability to achieve mutual understanding.

• Language – The different meanings of and specialized ways

(jargon) in which senders use words can causereceivers to misinterpret their messages.

• National Culture – Culture influences the form, formality, openness,

patterns and use of information incommunications.

Interpersonal CommunicationBarriers (contd.)

• Filtering – The deliberate manipulation of information to

make it appear more favorable to the receiver.

• Emotions – Disregarding rational and objective thinking

processes and substituting emotional judgmentsw en n erpre ng messages.

• Information Overload – Being confronted with a quantity of information

that exceeds an individual’s capacity to process it.

Active Listening Behaviors

8/17/2019 Managment Course

4/5

MMf Lecture 9

Moinul Mustafa, School of Business MGT 210

Types of Organizational Communication• Formal Communication

– Communication that follows the officialchain of command or is part of thecommunication required to do one’s job.

• Informal Communication – Communication that is not defined by the

organization’s hierarchy.• erm s emp oyees o sa s y e r nee or

social interaction.• Can improve an organization’s performance by

creating faster and more effective channels ofcommunication.

Direction of Communication Flows

Direction of Communication Flows

• Downward - Communications that flow frommanagers to employees to inform, direct, coordinate,an eva ua e emp oyees.

• Upward - Communications that flow fromemployees up to managers to keep them aware ofemployee needs and how things can be improved tocreate a climate of trust and respect.

• Lateral(Horizontal) - Communication thattakes lace amon em lo ees on the same level inthe organization to save time and facilitatecoordination.

• Diagonal - Communication that cuts across bothwork areas and organizational levels in the interest ofefficiency and speed.

Information Technology

• Benefits of Information Technology (IT) – Increased ability to monitor individual and

team performance – Better decision making based on more

complete information – More collaboration and sharing of information – Greater accessibility to coworkers

8/17/2019 Managment Course

5/5

MMf Lecture 9

Moinul Mustafa, School of Business MGT 210

Networked Communication SystemsLinking individual computers to create an

organizational network for communicationand information sharing.

E-mailInstant messagingVoice-mailFax machines

ec ron c a a xc angeTeleconferencingVideoconferencing

Types of Network Systems• Intranet

– An internal network that uses Internettechnology and is accessible only toemployees.

• Extranet – An internal network that uses Internet

inside the organization to communicatewith certain outsiders such as customersand vendors.