Group Members:1. Sohail Ejaz

2. Abdul Hameed3. Waseem Akram

Presented to : Madam Dr. Ghazala Shaheen HOD

Department of Business Administration

FUUAST ISLAMABAD

Main Topics : 1.Communication2.Function of Communication3.The Communication Process4.Direction of Communication5.Interpersonal Communication6.Organizational Communication7.Barriers to Effective Communication8.Current Issues in Communication

Sohail Ejaz

Definition:The Oxford English Dictionary: defines communication as ―the action of conveying or exchanging information and ideas.‖ Peter Little in his book Oral and Written : Communication defines communication as ―the process by which information is transmitted between individuals and or organisations so that an understanding response results.

Function of Communication

   Communication’s Four Major Functions

Control MotivationEmotional expression Information. 

Control

 Control. Communication controls member behavior in several ways.a)      Employees are required to follow authority hierarchies and formal guidelines.b)      Informal communication also controls behavior.(1)   When work groups tease or harass a member who produces too much, they are informally commu nicating with, and controlling, the member’s behavior.

Motivation

Motivation. Communication fosters motivation by clarifying for employees what is to be done, how well they are doing, and what can be done to improve performance.a) The formation of specific goals, feedback on progress toward the goals, and reinforcement of desired behavior all stimulate motivation and require communication.

Emotional expression

 Emotional expression. For many employees, their work group is a primary source for social interac tion.a) Communication within the group is a fundamental mech anism by which members show their frustrations and feelings of satisfaction.b) Com munication provides an avenue for expression of emotions and fulfillment of social needs.

Information:

Information. The final function that communication performs is related to its role in facilitating decision making.a)It provides the needed information.

Communication Process

Sender

Channel

Receiver

Feedback

Channel

Encoding

Decoding

MessageNoise

The Sender or Communicator : This is the WHO of the process. The sender plays an important role since he is the source of the message. The process begins with him. He initiates communication using a variety of speech acts, some of which are: expressing ideas, feelings, thoughts, opinions directing the participants to do something persuading providing information sharing something with someone (i.e. the receiver) making the receiver take the action expected of him or her.

Encoding : The message‘ has to be formulated in some way to make it possible for it to be put across. This process is called ‗encoding‘, which involves selecting, organizing information in a suitable way. Often, language, which is itself a kind of code, is regarded as a suitable means of conveying the message.

The Message :

This is the WHAT of the process, and is an essential element in the communication process because, unless there is some thought or idea to share, there would be no communication.

The Medium / Channel: Since human beings cannot communicate telepathically, they need to use some ‗channel‘ or ‗medium‘ to put across the message. The terms ‗channel 'or ‗medium‘ would imply the physical form that the message takes. A ‗message‘ must necessarily travel through a specific channel. Of course, a choice of channels is available to the communicator.

Decoding:

As the sender has to encode the message, that is, put it into some form t: o facilitate communication, the receiver has to ‗decode‘ the message, that is, interpret the symbols, understand the meaning of the message. This he does against the background of his age, gender, past experiences, culture, attitudes etc.

The Receiver : :The receiver is also an important component in the process of communication because, unless there is someone to ‗receive‘ the message, it cannot be said that communication has taken place. The receiver is the person or group of persons to WHOM the message‘ is directed.

Feedback: After getting the meaning of the ‗message‘, the receiver provides ‗feedback‘ which he ‗encodes‘ in the form of a response/reaction/reply to the message. Feedback plays an important part in the communication process, because it is desired and expected by both the ‗sender‘ and the ‗receiver‘. The ‗sender‘ wants to know whether and how his ‗message‘ has been received, and the ‗receiver‘, either consciously or unconsciously, usually provides a sign indicating that he has received the message.

Formal communication: may be verbal or written, and may be in the form of letters, telephone calls, computer messages or memos. At times, a gesture may communicate as effectively as writing or speaking. Messages convey decisions and can be transmitted personally, or in writing, or by machines. From the sender, the messages move along designated routes to designated receiver/s, who must act on these messages.

Informal Communication:

While formal communication channels provide structural direction for transmission and storage of messages required in operations of an organization, it is often unable to meet entire organizational requirements. This gap between the needs of the formal system and that of the total system is bridged by an informal communication system. This system exists along with the formal system and comprises messages, bits of information, opinions, and expressions chosen for convenience and necessity rather than for propriety, or conformity with formal communication patterns.

Direction of Communication

Abdul Hameed

4 Types of Direction in Formal Communication:

1. Downward communication

2. Upward communication3. Lateral or horizontal communication

4. Diagonal or crosswise communication

Introduction of Formal communication: is designed by the management. It is an official communication which takes place through the line of authority or chain of command.The basic purpose of designing such communication is to connect various sub-systems of organization and coordinating their functioning for achieving organizational goals. Such communication is official and part of formal organization which operates through formal relationship of superior and subordinate

1. Downward communication:Communication in the first place, flows downwards. That is why, traditionally this direction has been highlighted or emphasized. It is based on the assumption that the people working at higher levels have the authority to communicate to the people working at lower levels. This direction of communication strengthens the authoritarian structure of the organization. This is also called Down Stream Communication.

Limitations of Downward Communication:(i) Distortion:Quite often the communication originating at the highest level gets distorted or diluted on the way to the lower levels. Sometimes the messages may get lost. It has to be ensured that the receiver fully understands the purport/ instructions/directions coming from above. This requires an efficient feedback system.(ii) Delay:Another drawback of downward communication is that often it becomes time-consuming. The more the levels the greater the chances of delay. That is why sometimes managers choose to send their massages directly to the person concerned.

(iii) Filtering:Sometimes managers may withhold some valuable information from the employees. In such a situation the employees become frustrated, confused and powerless. This may spoil the employer-employee relationship.

2. Upward communication:The function of upward communication is to send information, suggestions, complaints and grievances of the lower level workers to the managers above. It is, therefore, more participative in nature. It was not encouraged in the past, but modern managers encourage upward communication. This is a direct result of increasing democratization. This is also called Up Stream Communication.

Limitations of upward communication:(i) Psychological:Certain problems, primarily of psychological nature, may come up in upward communication.(ii)Hierarchical:Many managers do not like to be ‘told’ by their juniors. They may not be patient enough to listen to them or may even suppress the message sent to them from below. In such a situation the employees may feel let down.

3. Lateral or horizontal communication:This type of communication can be seen taking place between persons operating at the same level or working under the same executive. Functional managers operating at the same level, in different departments, through their communication, present a good example of lateral communication. The main use of this dimension of communication is to maintain coordination and review activities assigned to various subordinates.

4. Diagonal or crosswise communication:Diagonal or crosswise communication takes place when people working at the same level interact with those working at a higher or lower-level of organizational hierarchy and across the boundaries of their reporting relationships.

Advantages of diagonal communication:1. Coordination:This crosswise communication serves the important purpose of coordination through informal meetings, formal conferences, lunch hour meetings, general notices etc.2. Practicable:As we know not all communication takes place strictly on the lines of organizational hierarchy, i.e., downwards or upwards.3. Morale boosting:By providing opportunities to lower level workers to interact with managers in informal meetings it gives their morale a boost and further commitment to the organization. More and more organizations are now encouraging crosswise communication and building up bonhomie.

Limitations:1. Fear of infringement:The superior may feel it an infringement that his subordinate has been given undue importance and that he has been by passed.2. Resistance to compliance:The superior may not implement the suggestion as he has not been consulted.3. Anarchy:The lack of accepted procedures may lead to internal anarchy and external animosity.

Interpersonal Communication

Intrapersonal communication: is a communicator's internal use of language or thought. It can be useful to envision intrapersonal communication occurring in the mind of the individual in a model which contains a sender, receiver, and feedback loop.

Oral communication: Oral communication is communication by means of the spoken word. It can take place as a face-to face meeting or over the telephone. It could be a personal and informal communication, or a formal interview, business meeting, a conference or a speech before an audience

In oral communication, Spoken words are used. It includes face-to-face conversations, speech, telephonic conversation,

video, radio, television, voice over internet. Communication is influence by pitch, volume, speed and clarity of

speaking.

Advantages It brings quick feedback.In a face-to-face conversation, by reading facial expression and body language one can guess whether he/she should trust what’s being said or not.

Disadvantages In face-to-face discussion, user is unable to deeply think about what he is delivering, so this can be counted as a fault.

Written Communication In written communication, written signs or symbols are

used to communicate. In written communication message can be transmitted via

email, letter, report, memo etc. Written Communication is most common form of

communication being used in business. Advantages –

Messages can be edited and revisedWritten communication provide record and backup.A written message enables receiver to fully understand it and send appropriate feedback.

Disadvantages –Written communication doesn’t bring instant feedback. It take more time in composing a written message as compared to word-of-mouth and number of people struggles for writing ability.

Nonverbal Communication Nonverbal communication is the sending or receiving of wordless

messages. Such as gesture, body language, posture, tone of voice or facial expressions, is called nonverbal communication.

Nonverbal communication is all about the body language of speaker.

Nonverbal communication have the following three elements – Appearance

Speaker – clothing, hairstyle, neatness, use of cosmeticsSurrounding – room size, lighting, decorations, furnishings

Body Languagefacial expressions, gestures, postures

SoundsVoice Tone, Volume, Speech rate

Waseem Akram

Organizational Communication

Formal Small-Group NetworksThe GrapevineElectronic CommunicationManaging Information

Formal Small-Group Networksis communication within formal or informal groups or teams. It is group interaction that results in decision making, problem solving and discussion within an organization.

Examples would be a group planning a surprise birthday party for someone. A team working together on a project.

The GrapevineWhat is Grapevine Communication or Informal communication. If communication is done without maintaining the formalities prescribed by the organization, it is called informal communication.

According to Bovey and Others, “Grapevine is an informal interpersonal

channel of information not officially sanctioned by the organization.

Patterns or Types of Grapevine:

1)Single Strand Chain2)Gossip Chain3)Probability Chain4)Cluster Chain

1) Single Strand Chain:The single strand chain involves the passing of

information through a line of persons to the ultimate recipient. the person A tells B, who tells C, who tells D, and so on, till the information has reached most of the persons involved or concerned.

2) Gossip Chain: In the gossip chain, one person seeks and tells the

information to everyone. This chain is just like the wheel where one person stays at the centre and the information passes along the spokes of the wheel to others stationed on the rim. In the following figure, A is at the center and passes the information to others staying on the rim of the wheel.

3) Probability Chain: The probability chain is a random process in which

someone transmits the information to others in accordance with the laws of probability and then these others tell still others in a similar way. This chain may also be called random process.

4) Cluster Chain: In the cluster chain, a person tells the information to the

selected persons who may in turn relay (pass) the information to other selected persons. Most of the information communication follows this chain

Electronic Communication

Communication in most organizations today is through electronic means

Electronic communication: E-mail, instant messaging, text messaging, video-conferencing.

Advantages of e-mail messages E-mail messages can be written quickly, edited and

stored Distributed to one person or thousands of people

same time Recipients can read at their own convenience Relatively cheaper than conventional methods

E-mail messages has its own drawback and as managers, there is the need to note the following key limitations

Disadvantages of using e-mail messaging Misinterpreting the message Communicating negative messages Time-consuming nature of e-mails• Don’t check e-mail in the morning• Check in batches• Unsubscribe• Stop sending email

Managing Information:

Information management (IM) concerns a cycle of organizational activity: the acquisition of information from one or more sources, the custodianship and the distribution of that information to those who need it, and its ultimate disposition through archiving or deletion.

We all have more information at our disposal than ever. It brings us many benefits but also two important challenges:1.Information overload.2.Information security.

1.Information overload.

Information overload (also known as in obesity or intoxication) refers to the difficulty a person can have understanding an issue and making decisions that can be caused by the presence of too much information.

2.Information security.

While information security plays an important role in protecting the data and assets of an organization, we often hear news about security incidents, such as defacement of websites, server hacking and data leakage. Organizations need to be fully aware of the need to devote more resources to the protection of information assets, and information security must become a top concern in both government and business.

Barriers to Effective Communication Filtering Selective Perception Information Overload Emotions Language Silence Communication Apprehension/Social Anxiety Complex organizational structure

Current Issues in Communication1. Not All Employees Being Kept Informed

2. Employees Not Receiving Consistent Messages from Management -3. Employees Not Receiving Timely Messages

4. The Right Information is Not Being Sent to the Right People -

5. Expectations are Not Clear

6. Plan for the Future is Not Known

7. Functional Areas Not Collaborating

8. Employees Not Open with Each Other

9. Communication Hampered by Distance Between Units -

1.Not All Employees Being Kept Informed:

The assumption is that the usual modes of communication will send important information to everyone who needs to know and that everyone will receive this information. However, in many organizations, the information doesn’t reach people who are not using those methods of communication on a regular basis (e.g., email that isn’t read by front-line workers).

2. Employees Not Receiving Consistent Messages from Management:Different supervisors are sending different, sometimes conflicting, messages about priorities. This causes confusion and distrust among employees.

3. Employees Not Receiving Timely Messages: Information is not getting to employees when and where they need it. Without vital information at the right time and in the right place, the decision-making process slows and projects are not completed on time or in the best way. 4. The Right Information is Not Being Sent to the Right People: Critical information (e.g., market data) is not being shared among key stakeholders. Top management is not engaging employees who have most of the customer contact in the important decisions of the organization. Employees are not getting important information to management.

5. Expectations are Not Clear:Top leaders do not discuss expectations with mid-level managers. Therefore, they do not have the same expectations nor do they agree on how to reach strategic goals. Because of this, employees do not have clear goals and benchmarks to guide their progress.

6. Plan for the Future is Not Known: Leaders do not discuss their vision for the future of the organization with employees. There is no sense of a shared direction toward which everyone is striving. This does not inspire employees to do their best work.

7. Functional Areas Not Collaborating: Departments/units do not share the information that could help all departments/units achieve common goals. They are competitive rather than collaborative. This limits the capability of the organization as a whole.

8. Employees Not Open with Each Other: Employees do not share information with each other. They do not trust each other. This compromises the productivity of teams, departments/units, and the organization .

9. Communication Hampered by Distance Between Units: Departments/units that are in different locations do not communicate as much and as often as those in close proximity. The distance makes face-to-face meetings harder to arrange and collaboration takes more time.Even in this age of email, cell phones, text messaging, and Web conferencing, critical communication among leaders, between management and employees, and between departments/units, still does not happen as much and as often as needed.