Direction of Communication

DOWNWARD

Downward

-Flows from upper level of grp/org. to lower level

-doesn't have to be oral/face to face

-Mgmrs. must explain WHY decision to increase employee COMMITMENT and SUPPORT

(-) ONE WAY NATURE

best mamgrs. use upward coomun too

Direction of Communication

UPWARD

-Flows to higher level

-Used to provide FEEDBACK, inform of PROGRESS TOWARDS GOALS, relay CURRENT PROBLEMS

-keeps aware of employee feelings

HOW

• reduce distractions
• comm. in headlines
• support w/ actionable items
• agenda

Direction of Communication

LATERAL

-Among mems. at SAME level

-saves time/ facilitates coordination

(-) Conflicts when go above or around mgmrs. to get things done, or mgmrs. find out actions/decisions taken w/o knowledge

For group mems. to transfer meaning between and among each other

• ORAL
• NON-VERBAL
• WRITTEN

• speeches, formal one on one and grp discussions
• informal RUMOR MILL
• GRAPEVINE

(+) SPEED and FEEDBACK

(-) When msg. passed through large # ppl (DISTORTION)

• Memos, letters, faxes, email, im, org. periodicals, bulletins, any device via symbols

(+) TANGIBLE, VERIFIABLE

-have RECORD (AUDIT TRAIL)

-?s physically avail

-great for complex and lengthy info

-well though-out, logical, clear

(-) TIME consuming

Lack of FEEDBACK

NON-VERBAL

60-90% content of message

• Body movement, innotations or emphasis given to words, facial expressions, physical distance

2 most important messages conveys

1. extent to which indiv. likes another and is interested in views
2. rel. perceived status btw sender and receiver

Org. Communication

-FORMAL Small-Group Networks

• CHAIN - formal chain of command
• wheel- relies on a central figure to act as conduit for all group's communication
• All Channgel Network - Permits all group mems to actively communicate

(book)

INFORMAL

• not created by mgmt.
• perceived by employees to be more BELIEVABLE AND RELIABLE
• used to serve SELF INTERESTS of ppl within
• 75% accurate
• Rumors emerge as response to situations that are IMPORTANT, where there is AMBIGUITY, under conditions that arouse ANXIETY

(+) gives mgmrs. feel for morale of org.

Identifies issues employees think imp.

Taps into employees anxieties

Serves employees needs

(-) RUMORS

• Email - uses internet to transmit and recieve computer gen. txt and docs.

(-) Misinterpreting msg.

commun. neg. messages

Overuse

Emotions

Privacy concerns

• Instant Messaging and Txt

(+) Flexible, reached anywhere

fast

inexpensive

(-) Bad for long messages

Makes employees hard to stay focused

• Networking Software (FB, Myspace)
  
• Web Logs (blogs)
• Video Conferencing

(+) Can have mtgs. at diff locations

Process of organizing and distributing orgs. collective wisdom so right information gets to right ppl at right time

(+) makes employees smarter

controls cmpy leaks

(-) Filtering: Sender purposefully manipulates info for own benefit

Selective Perception

Info Overload

Emotions

Communication Aprehension Anxiety

Cultural Barriers (semantics, tones, perceptions, connotations)

External

-outside realm of sender/reciever

Internal

-Issues between sender/reciever

*For commun. to be effective, msg. must be DECODED into what sender ITENDED

*Be SPECIFIC

*Feedback validates ENCODIG MATCHES DECODING

2 Types Communication

FORMAL

Mandated by company, ACCEPTED WAYS

Recognized ways

INFORMAL

Develop SPONTANEOUSLY

GRAPEVINE

RUMOR MILL (accurate)

If have to share (+) info, do in person (ORALLY)

If have to share (-) info, may do orally and written (better)

Tips

• STOP TALKING
• put speaker at ease
• show want to listen
  
• remove distractions
• emphathize with speaker (feedback)
• be patient
• hold temper
• easy on criticism
• ask questions

BEHAVIORS

• eye contact
• head nods and facial expr.
• avoid distracting actions/gestures
• ask questions
• paraphrase
• avoid interupting speaker
• don't overtalk
• smooth transitions btw roles of speaker and listener