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The Main Functions of Communication
Control - Organizations have authority hierarchies Formal guidelines that employees are required to follow.
Informal communication also controls ehavior. !hen wor" groups tease or harass a memer who produces too
much# they are informally communicating with# and controlling#
the memer$s ehavior.
Information
Communication facilitates decision-ma"ing. It provides information y transmitting the data to identify
and evaluate optional choices.
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The Main Functions of Communication
Motivation Clarifies to employees what is to e done# how well they are
doing# and what can e done to improve performance.
The formation of specific goals# feedac" on progress towardthe goals# and reinforcement of desired ehavior all stimulate
motivation and require communication.
'motional '(pression )rovides a release for the emotional e(pression of feelings and
for fulfillment of social needs. For many employees# their wor" group is a primary source for
social interaction.
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The Communication )rocess
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,irection of Communication
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pward
,ownward
/ateral
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Communication ,irection
,ownward Communication )urpose is to assign goals# provide instructions#
communicate policies and procedures# provide feedac".
Must e(plain the reasons why a decision was made. It has a one-way nature.
/ateral Communication 0ecessary to save time and facilitate coordination
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Communication ,irection
pward Communication
)rovide feedac" to higher-ups# inform them of
progress# and relay current prolems.
To engage in effective upward communication.
Try to reduce distractions.
Communicate in headlines# not paragraphs.
)repare an agenda to ma"e sure you use youross$s attention well.
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Channels of Communication
Formal Informal
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)ath follows the
authority chain
Messages relate toprofessional activities
4pontaneous channelsfrom individual choice
Messages oftenpersonal or social
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Interpersonal
Communication
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Three Forms6
Oral
!ritten
0onveral
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Oral Communication
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8dvantages 4peed
Feedac"
4imple to Correct
,isadvantages )otential for distorted message when passed through a
numer of people
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!ritten Communication
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)rovide a tangile and
verifiale record
9ecord can e stored foran indefinite period of time
)hysically availale for
later reference
More li"ely to e wellthought-out# logical# and
clear
Time consuming
/ac" of feedac"
May not e read
8dvantages ,isadvantages
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!e cannot 0OT communicatenonverally
:ody language conveys6 The e(tent of affinity for another The relative perceived status etween
a sender and receiver
Meaning changes with6 Intonation Facial '(pression
)hysical ,istance
0onveral Communication
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Formal 4mall-;roup 0etwor"s
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'merges when6 4ituation is important 8miguity e(ists 4ituation causes an(iety
Three Characteristics6
0ot controlled y management )erceived as eing more elievale and reliale
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'lectronic Communication
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Instant and Te(t
Messaging !e /ogs ideoconferencing
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'asy to misinterpret
4hould not e used fornegative messages
Overused and overwhelms )eople are emotionally
disinhiited
)rivacy concerns
'-Mail /imitations
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'ssentially real-time
Ine(pensive
;ood for short messages
4ome find it intrusive anddistracting
May e inappropriate for
formal usiness messages
? ,eal@
? OM; yA
? B=? :9:-:O4
? "
IM Te(t
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4ocial 0etwor"ing 4oftware
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'(plosive growth area.
Faceoo"Dand My4paceD
Individuals post information aout
themselves pulicly E seen y6 )otential employers
Current employers
)olice# federal agencies
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:logs
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8nother pulic private space
!e sites aout a single person
or company usually updated
daily
May e used to gather
information from customers
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)ermits employees to conductinteractive meetings withouteing physically in the same
room Conserves travel funds
:ecoming moreaccessile as costs drop
>ideoconferencing
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Gnowledge Management
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)rocess of organizing and
distriuting an organization$s
collective wisdom so the right
information gets to the rightpeople at the right time
0eeds systemic approach
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:arriers to 'ffective Communication
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Filtering
4elective )erception
Information Overload
'motions
/anguage
Communication
8pprehension
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;loal Implications
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Cultural Communication Barriers:
1. SemanticsE words mean different things to differentpeople
2. Word ConnotationsE words imply different things indifferent languages
3. Tone DifferencesE in some cultures tone changesdepending on conte(t
4. Differences in PerceptionE different world views
. Distance ! !hat is considered proper spacing etweenpeople largely depends on cultural norms.
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8 Cultural ;uide
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%. 8ssume differences until similarity is proved
*. 'mphasize description rather than interpretation
or evaluation+. )ractice empathy
. Treat your interpretation as a wor"ing hypothesis
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Implications for Managers
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9emoving the uncertainty leads to greatersatisfaction6
Communicate via multiple channels
9educe distortion and incongruities for clarity
se electronic media wisely and carefully
Cultural communication arriers can e overcomewith understanding
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Geep in Mind
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Each communication direction has its own challenge
that must be overcome
Each form of communication has an optimal purposeand specific limitations use appropriately
Communication barriers often retard or distort
communication
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