Concepts Of Effective Communication Management Essay

Concepts Of Effective intercourse Man progressment EssayChapter 2LITERATURE REVIEWIn the literature review section, the opening part give be to the highest degree the concepts of communicating and effective conversation in an organisation along with a brief overview about the principles of effective conversation. Next argon the channelizes of chat which will be elaborated with the help of various authors and from academic journals. Following that, the main theories of the types of communion, discourse channels and communications organizations will be controverted and comp atomic number 18d with reference to the local authority. Furthermore, the decision of communication in an organisation will be disseminated. In addition, the benefits of effective communication will be discussed along with the incompatible costs encountered in communication through the different levels.The literature review will help to formulate the research questions as well as to establish a relevan t methodological analysis to carry out the research.2.1 Definition of CommunicationWork needs communication. Communication in every organisation is the delegacy multitude get their work through and get recognised for their contri notwithstandingions. As such, braggart(a) number at BRDC will communicate to plan services, coordinate manufacturing and delivery, hire, train, motivate employees and so on. concord to Tyson and Jackson (1997),The task is in the definition of the word communication. It covers a great deal and includes not and the actual words enforced, but, also, the nuance of voice, pitch situation in which it believes place and so on.Despites these difficulties, some ideas that convey a fairly good picture of what communication is all about are proposed by different authors.Communication is a handle in which flock who occupy differing environments exchange messages in a specific context via one or more channels and often respond to individually others message s through vocal and nonverbal feedback. (Alder, R.B., Elmhorst, J.M., 1996)Similarly, Baskin and Aronoff (1980) guard defined communication as the exchange of messages between volume to achieve shared meanings.According to Carell et al, (1995),Communication is the chewing gum that binds various elements, coordinates activities, allows people to work together and produces results.Cole (1993), on the other hand, defines communication asthe solve of creating, transmitting and interpreting ideas, facts, opinions and feelings. It is a process that is essentially a sharing one an interchange between two or more psyches.As defined by the authors, by victimization different office of communication, information and meaning evict be transferred between senders and receivers. Communication in organisation is in that locationfore a study of the exchange of words and meanings as the people within and outside these establishments work towards achieving organisational objectives.2.2 Eff ective CommunicationAccording to Roberts, J. (2009), effective communication is the passing of the right message or information to the right someone, in the right way, at the right time, and with the right effect, impact and outcome.Effective communication is a two-way process sending the right message, which is also world the right way received and understood by the other person/s. Effective communication is the key factor to successful management. The principles of effective communication fuel be reviewed using two approaches namely, the rudiment approach and the Seven Cs.2.2.1 The ABC approachAccuracyThis implies that the information conveyed must(prenominal) be as accurate as viable since people can interpret it in different ways. It is important to set communication in some form to allow for variations of information. However, being accurate is not always easy and telephone receiver needs to be aware of its limitations.BrevityThis means being concise and at that place fore the message can be identified and understood. This helps the recipient as arguments do not get lost in a clutter of unnecessary words. However, one must stick to the point as crop off in other areas may cause confusion.ClarityThis is achieved through the use of the right language. The audience needs to be considered carefully. Locker, O.K and Kaczmarek, S.K (2007), believes that audiences pay attention to messages only if they dupem important, relevant and fire. However, this includes what language, explanations and examples will behave sense to the audience.2.2.2 The Seven CsClearMeaningful language is needed to avoid ambiguity and the messages must be communicated in a way which can be easily understood by the audience. therefore, words and phrases need to be chosen with care.ConciseBrevity, compatible with the complexity of the information to be conveyed and the necessary style and tone, is of the essence. Messages should be free from all elaboration and superfluous de tail.CorrectThe information has to be correct. However, round at BRDC should sum for errors, especially in figures, names and addresses.CourteousIn any form of communication, it pays to consider it as a personal address to the recipients. Employees should be polite and use friendly language rather than egg officialese which is a barrier to communication.CompleteThe communication should fully convey the message, leaving as far as possible nothing out. Audience will be aware that they have everything they need.ConsistentThe flow of language is considerably helped by consistency of use, such as standardising the person and tense, and sticking to a particular style and tone throughout.ConvincingEmployees should show confidence and commitment in what they communicate, even though there may be times when they do not rattling feel them in what they do at work.The Seven Cs considers a wider range of points and is more developed than the ABC approach.2.3 Communication Theory Framework 1M echanistic communication is simply the transmission of information from the first party to the plump for party. The first party being the sender and the second party being the receiver.Psychological communication is actually the thoughts, feelings of the sender which he tries to share with the recepients. It also includes the reactions, feelings of the receiver after he decodes the information. complaisant communication is considered as a result of interaction between the sender and the receiver. Communication is directly dependent on the meat of the speech.Systemic Communication is actually a new and a different message which is created when various individuals interpret it in their own way and indeed reinterpret it and draw their own conclusion. unfavorable Communication is simply a way with the help of which an individual expresses his power and authority among other individuals.To sum up the communication theory suggests that to survive, every victuals entity, needs to communicate with others and also among themselves.1 http//www.managementstudy take up.com/communication-theory.htm2.4 Communication ModelsThere are five most recognised and accepted mystifys of communication.2.4.1 Aristoles Model of communicationAristotle was the first to take an initiative and design the communication model.Figure 1Source Scribd.com models-of-communicationAccording to this model, the speaker plays a key role in communication. The sender first prepares content where he put his thoughts in words with a view to influence the recipients, who would wherefore respond in the senders desired way. The model demonstrates that the speaker communicates in such a way that the listeners get influenced and respond accordingly.2.4.2 Shannon-Weaver Mathematical ModelShannon designed the most popular of all early communication models. He wanted to guide the efforts of engineers in finding an economical way of transmitting electrical signals between locations.http//www.shkaminski. com/Classes/images/Shannon-Weaver%20Model.gifFigure 2Source The Mathematical Theory of Communication (Shannon, C. and Weaver, W., 1949)Compared to the Aristotles model, the Shannon-Weaver model is a common communication model used. It is seen as a resemblance of the human communication process. However, it is not analogous to human communication. Mortensen, C.D (1972), believes that the model is only formal, that is, does not vizor for content. Moreover, he is of the opinion that the Shannon-Weaver communications system is static and also linear. It conceives of a linear and literal transmission of information between locations.2.4.3 Berlos Model of communication mend the Aristotle model of communication puts the speaker in the central note, the Berlos model of communication takes into consideration the emotional aspect of the message. It is an adaptation of the Shannon-Weaver model. Berlos model of communication operates on the SMCR model.In the SMCR modelS SourceM MessageC Ch annelR ReceiverBerlos model of communicationFigure 3Source The work out of Communication (Berlo, D.K, 1960)This model shows that source is flexible as it includes oral, written, electronic and any other forms of communication. Message was do the central element. Furthermore, it stress that receivers are the targets. The encoding and decrypt notion translate thoughts into words and decrypt words of others into terms one can understand. However, it implies that human communication and machine communication are similar and there is manipulation of the message. People misunderstand each other even with the right symbols.With reference to the berlos model of communication, the speaker and the listener must be on a common ground for smooth conversion but this is sometimes not practical in the reality.2.4.4 Schramms Interactive ModelWilbur Schramm (1954) was the first to modify the mathematical model of Shannon and Weaver. He emphasises that communication is in exhaust until the sender receives a feedback from the recipient. Schramm believed that communication is actually a two way process between the first party and the second party.mhtmlfile//FVANDANAHcommunicationsCommunication%20Models.mhthttp//www.shkaminski.com/Classes/images/Schramms%20Model%202.gifFigure 4Source The Process and Effects of Communication (Schramm, W., 1954)Schramm provided additional notion of a field of experience. It includes feedback, context, culture and so on. However, this model accounts for only mutal communication between two parties. This model does not account for multiple levels of communication between several sources.According to Schramm model of communication when a sender passes on the information to the receiver, the latter must interpret it in the desired form and give him the feedback or respond accordingly. The communication is not complete and olibanum ineffective if the sender does not get the feedback.2.4.5 Dances Helical SpiralAnother important model of communication is the Helical Model of communication which was proposed by Frank Dance in 1967 to throw some more light on communication process. This model understands communication in a birds eye purview and considers almost all the activities of an individual.mhtmlfile//FVANDANAHcommunicationsCommunication%20Models.mhthttp//www.shkaminski.com/Classes/images/Helical%20Model.gifFigure 5Source www.shkaminski.com- communication modelMortensen As a heuristic device, the helix is interesting not so much for what it says as for what it permits to be said. Chapanis (1961), on the other hand, called sophisticated play The helix signals that communication is continuous unrepeatable, additive, and accumulative. In short, the helix emphasises the incorporated aspects of human communication as an evolving process. However, helical model of communication may not be a model at all as there are too few variables. The model leaves unanswered questions.2.4.6 Westley and MacLeans Conceptual ModelUnlike Frank Da nce, Westley and MacLean believed that communication does not start from day one but begins when the speaker receives signals from his external surroundings.This model pertains to a strong relation between the signals from the surroundings and the communication process. The process of communication begins with receiving messages rather than sending messages. Events may sometimes unintentionally occur and signals is received accidentally.(Receives message)Environment-Sender-then sends message(Communication starts)Figure 6Source www.managementstudyguide.com/westley-maclean-model-of-communicationThe model accounts for feedback, a sensory field, non-binary interactions and different modes. Westley and MacLeans model describes more variables in the communication interaction. However, it is still two-dimensional.It can therefore be concluded that the six models of communication are all initiatives by great scholars to simplify and help in break up understanding of the communication proce ss.2.5 Types of communication theoryNo one would talk much in society if they knew how often they misunderstood others. Johann Wolfgang Von Goethe.Organisations have recourse to two types of communication namely,VerbalNon-verbal communication.2.5.1 Verbal CommunicationAnderson, H. et al (2004) states verbal communication implies that information has been transmitted through speech. In verbal communication words are involved. According to Boolaky, M. and Gokhool, D., (2006) verbal communication is further divided intoOral CommunicationWritten CommunicationOral CommunicationIn the communication process, oral communication refers to utter words. It can either be a conversation over the phone or face-to-face communication or on the voice chat on the Internet. At the BRDC, oral communication is vital as it is easier to get feedback by observing facial expressions and asking questions and provides more opportunity to get attention and holding interest. However, Desmonds W. Evans (1990 ) argued that Oral communication is volatile, that is, major decisions cannot be recorded and thus cannot be saved for future reference.Written CommunicationIn contrary, written communication can be either via emails, letters, autotypees, reports, memos and so on. The advantages are that highly technical topics can be presented using words and diagrams and provides a permanent record that can be referred to from time to time or passed on to others. However, Kushal, S.J and Ahuja, S., (2010) argues that written communication is unfit for uneducated person, it is a wastage of time, delays feedback and no clue about real intentions and emotions. They further discuss that to ensure effectiveness of written communication, it should be short and simple, complete, avoid jargons and so on.2.5.2 Non Verbal CommunicationActions speak louder than words. Kaye, M. (1994)Fromkin and Rodman (1983) suggest that up to 90 per cent of the communication process takes place non-verbally. Courtland, L. B, et al (2010) defined non-verbal communication as the interpersonal process of sending and receiving information, both intentionally and unintentionally, without using written or verbal message. He further stress that non-verbal communication is vital as it helps to strengthen a verbal message.In contrast to verbal communication, non- verbal communication includes general body language of the person who is speaking, which will include the body posture, the hand gestures, and overall body movements. It can also be in the form of in writing(p) representations, signboards, or even photographs, sketches and paintings.Kushal, S.J and Ahuja, S., (2010) states that non-verbal communication are reliable, efficient, helps establish credibility and leadership potential, accurate understanding of attitudes. However, they argues that there is lack of secrecy, useful for small pieces of information, gestures can be misunderstood, it is necessary for both parties to face each other, lack of w ritten proof, more difficult to study and fails to discuss past events and ideas.Verbal and Non- verbal communication are important in an organization. BRDC must ensure the effectiveness of the types of communication as there are both advantages and drawbacks.2.6 Communication ChannelsCommunication is now do through variety of channels ranging from nonverbal signals to very sophisticated communication media and technology. The communication that takes place in the organisation can be categorised as formal and informal.Formal communication can take place in two waysVerticalHorizontal2.6.1 Vertical CommunicationIt moves between individuals at different levels in an organisation (Taylor, 2005). Vertical communication in classical management hierarchy can beUpwardDownwardUpward CommunicationIt refers to information flow from the lower levels of a hierarchy to the upper levels. Employees use this channel to communicate suggestions, grievances and progress of work (Boolaky and Gokhool, 2 006). In addition, Courtland, L.B, et al (2010) pointed that executives can lap up problems and make intelligent decisions. It is good to taking feedback on policies and takes corrective action. However, it does not transfer realistic message.Downward CommunicationInformation flows from a higher level to a lower level in a hierarchy. Management uses this channel to inform employees about policies, plans, job instructions and feedback (Boolaky Gokhool, 2006). The advantages of downward communication are that it is bewitch for giving instructions and ensures that everyone is working towards goals and objectives. On the other side of the coin, information can be distorted as it goes down and there is lack of desolation between managers and employees2.6.2 Horizontal CommunicationHorizontal communication is both task related and informal and occurs between people on equal footing in the hierarchy (Postmes, 2003). Further, Taylor, S. (2005) stress the need of employees to corporate an d share. It can take various forms like meetings, face to face exchange, group discussions and telephone conversations. Its objectives are coordination, cooperation and integration.Informal communication as defined by Courtland, L.B, et al (2010) is referred to as the grapevine that encompasses all communication that takes place outside the formal network. Similarly, in the words of Thill and Bovee, The informal communication network carries information along the organisations unofficial lines of activity and power.Kushal, S.J and Ahuja, S., (2010) proposes some advantages of formal communication such as it is dynamic, speedy communication as no formal line of communication exist, multi-dimension as topic of communication varies and it is supplementary to formal channels. The authors however debated that informal communication results in distortion of communication as it carries half-truths and rumours. There is also the existence of erratic message.It can be deduced that the channe ls of communication in an organization will depends on the structure of the organization.2.7 Communication SystemsCommunication systems can be divided into those using an intranet, those using the written word such as newsletters, circulars, and notice-boards, memo, fax, and those using oral methods such as meetings, briefing groups and, telephone amongst others. (Armstrong, 2006)Communications through an intranet systemOrganisations are increasingly relying on an internal e-mail system (the intranet) to communicate information, especially in workplaces where all or most of the employees have direct or indirect access to a computer. The advantage of intranet communications is that they can be transmitted swiftly to a wide audience and thus saves a lot of time.Fax messagesSimilarly to the intranet system, a fax machine is relatively inexpensive. Fax transmits and receives any kind of message- handwritten, printed, diagrams, photographs. It takes only seconds to transmit a fax message , depending on the length of the document. Due to its versatility and speed, it is often used between divisions or branches of the alike company instead of telephone or memos.Circular lettersA Circular letter is one that is sent out to many people at the same time. The letter may be prepared once and then duplicated. It is sent for the following reasonsInform staff of new policy mattersAnnounce opening of a new office/branchNotice-boardsNotice-boards are used to introduce special items to the attention of all staff. It is an obvious but frequently misused medium for communications. The biggest danger is allowing boards to be cluttered up with uninteresting or outdated material. Its advantage is that a written record of the message is kept.MemosIt is a written communication from one person to another or a group of people within the same organization. Its purpose is to remind someone of action required, request decisions actions and provide information of any kind.TelephoneTelephon es are a point-to-point communication system whose most basic function is to allow two people separated by large distances to talk to one another. In any organisation the person on the phone represents the company and gives an impression of the company to the outside world.MeetingsMeetings enable face to face contact of a number of people at the same time. They provide a useful opportunity for sharing information, making suggestions and proposals, taking decision and obtaining instant feedback.2.8 Purposes of CommunicationThe main purposes of communication in organisation are as followsOrganisational CommunicationExpress feelings and emotionsAchieve coordinated actionShare informationOrganisation goalsTask directiveResults of effortsDecision makingSource adapted from Moorhead and Griffin (1992)2.9 Benefits of Effective CommunicationTaylor (2005) argues that if organisations want to be successful in todays world, good communication at all levels is essential. The benefits that can b e achieved areStronger decision-making and problem solvingUpturn in productivityConvincing and compelling corporate materialsClearer, more streamlined workflowEnhanced professional imageSound business relationships prosperous response ensuredIn addition, Courtland, L.B, et al (2010) found that effective communication strengthens the connection between a company and all those groups affected in some way by the companys actions.2.10 Barriers to effective communicationMaini Morrel-Samuels (2006, p.38) establish that most large organizations are plagued by serious communication problem, the difficulties are especially prominent in large organisations where precise collaboration is critical.Robbins (1998) identifies the following barriers to effective communication Filtering, selective perception, defensiveness and language.FilteringFiltering refers to sender manipulating information so that the receiver will see it more favourably. Filtering also takes place between the supervisor and the manager, and in fact, from one level to the next.Selective perceptionSelective perception takes place when the receivers in the communication process selectively see and hear based on their needs, motivation, experience, background, and other personal characteristics. Receivers of information also associate their interests and expectations into communication as they decode them.DefensivenessDefensiveness occurs when people try to defend their position because of certain threats. They have a tendency to engage in such behaviours as verbally attacking others, making sarcastic remarks, being overly judgmental, and sceptical others motives. Therefore, when individuals interpret anothers message as threatening they often respond in ways that blur effective communication.LanguageWords and term means different thing to different people. Age, education and cultural background are three of the more obvious variables that influence the language a person uses and the definition he or she gives to words. In an organisation, employees usually come from different backgrounds and therefore have different patterns of speech.In addition to Robbins, Taylor (2005) suggests the following barriers to communicationEmotional responsesCommunication cannot obey if a person is highly emotional about the topic concerned. Problems may arise from insecurity, fear, anger. If emotions are high on the part of the sender or recipient, then it would be better to wait for a while before trying to put the message.SystemsIn any organizations there should be prescribed procedures for getting messages to the people who need them. Without such systems there can be no effective communication.Courtland, L.B, et al (2010), on the other hand, point out the followingCompeting messagesOne must compete with other messages that are trying to reach the audience at the same time. It is essential to come up with messages that the audience will care about as any messages that are more compelling can pull the audiences attention away.2.11 Trends in communicationTodays world has developed rapidly from an industrial age to an information age. Owing to technological advancement, methods of working and composition of groups are affected. In the words of Courtland, L.B, et al (2010), todays business rely heavily on technology to promote the communication process. However, they argued that the benefits of technology are not automatic. Inappropriate used technology can hinder communication.Traditionally, communications in business were hierarchical with messages being passed up and down the chain, often with secretaries acting as a filter between managers and staff (Taylor, 2005). Network has now replaced the hierarchical model with email, every member of staff is able to communicate directly with everyone else. Information can therefore be distributed more efficiently around the organisation.It can be deduced that changes in organisational forms have made communication increasingly import ant to overall functioning of the organisation. However, technology is not a replacement but only a tool to help communication to take place effectively.2.12 Ethical CommunicationAccording to Werner David Management is in essence the act of communication, for management processes are railroad tieed to the receipt of information and its effectual interpretation which results in effective decision making.A perception of ethical foundation is essential for those employed in communication. A variety of theories exist that link organisation communication with its ethical underpinning.Courtland, L.B, et al (2010) is of the opinion that to ensure ethical communication, three elements are required namely, ethical company leadership, ethical individuals and policies and structures to support employees to make ethical choices. Moreover, they pointed out that these three elements need to work in harmony. The authors further argued that unethical communication can manipulate audiences in ways such as plagiarism, omitting essential information, selective misquoting, misrepresenting numbers, distorting visuals, failing to respect privacy.Ethical communication is true in every sense. Many organisation establish ethics policy by providing a written code of ethics to help employees determine what is acceptable. For example, at BRDC, employers establish clear ethical guidelines and detailed code of conduct addressing areas like wellness and safety, protection of the organisations assets and information, conflicts of interest and so on.2.13 Contemporary issue in communication2.13.1 Cross-Cultural communicationCourtland, L.B, et al (2010) defined cross-cultural communication as the process of sending and receiving messages between people whose cultural backgrounds could lead them to interpret verbal and non-verbal signs differently. Munter (1993) come forward with the difficulties in cross-cultural communication like barriers caused by semanties, connotations, tone differences, differences among perceptions. Adler (1991), on the other hand, as reported by Robbins (1998), provides the following recommendations assume differences until similarity proven, emphasis description rather than interpretation, practice empathy and treat interpretation as a working hypothesis.In every organisation, culture influences the sending and receiving of messages. Therefore, to communicate effectively, BRDC need to grasp cultural differences and handle them to open up opportunities throughout the world. Moreover, BDRC will be able to maximize the contributions of staff in a diverse workforce.