Communication Organisation BS 2903 Communication Organisation Week 1

Communication & Organisation BS 2903 Communication &Organisation: Week 1 1

Communication in Organisations l Business is about Communications » Can you think of any job that doesn’t involve it? l Most things we do involve: » Team-work » Supplier-Customer relationships l Communication determines Organisational Structure » Objective is to minimise number of information flows l Results in: » Hierarchies » Matrix Organisation l “Flat” structures depend on easy, direct communications Communication &Organisation: Week 1 2

KAC Communications l Key channel is the Supplier-Consumer one » If I can’t communicate with you, I don’t add value » If you can’t communicate with me, you miss marks » And we’re all consumers of ITCS services l Don’t ignore team-work, though » You have a wealth of knowledge to share » We have to monitor and optimize the learning process » Business staff work as a team: – Setting policy – Sharing good practice – Spreading work-loads Communication &Organisation: Week 1 3

Needs Change over Time l l An understanding of the fundamentals of communication is essential As organisations develop, so must communications » Small companies thrive on informal communications » Growth requires groups and managers – Initially the boss can still know all employees – But not once you get beyond two management levels » Changing communication patterns influence the nature of the organisation l The balance between the liberating and controlling aspects of new technology has yet to be determined Communication &Organisation: Week 1 4

Introduction to Module themes l Managing and communicating in the organisations of today. » Management is constantly evolving » The arrival of the information age has increased the pace of change » To embrace it successfully, we need to understand the past and know how to make the most of emerging opportunities » New technologies support new ways of working and communicating: the task of managers is to develop good interpersonal skills and the ability to use new communications technology appropriately Communication &Organisation: Week 1 5

Module Structure l Interpersonal Communications » Theoretical background » Language, writing styles, how we present ourselves l Technical Issues » Impact of Internet technologies » Computer-mediated communication l Organisational Issues » Hierarchies, Teams » Communication strategies within and between enterprises » Making meetings work l Cultural Issues » The Global marketplace and the barriers it reveals Communication &Organisation: Week 1 6

Types of Communication Several Media, most with Formal and Informal usage l l Written – Letters, Reports, Promotional material Verbal – Meetings, Phone calls, Presentations Visual – Presentations, advertisements, movies Signals – Body language, noises, visual cues List some ways we signal to others when we’re driving Communication &Organisation: Week 1 7

Elements in the Communication Process Encoder Decoder The Message Sender Receiver Noise Feedback/Response Communication &Organisation: Week 1 8

Personal Communication l Speech – it’s not just the words that transmit meaning » » l Gestures Utterances Silence Words – the “intended” content Pictures » You retain more if two media are used l Non-verbal communication » such as dress, posture, and use of status symbols l Channels for personal communication » Phone, fax, letters, memos, Post-Its, meetings, briefings, appraisals, interviews, e-mails, text messages Communication &Organisation: Week 1 9

The Pathway Explosion Number of flows grows geometrically with participants One channel between two Three needed between three Ten between five Six between four Communication &Organisation: Week 1 How many for seven? 10

Barriers to Communication l l l l l Message ambiguity Physical noise Distance Language Jargon Lack of interest by receiver Distortion of message Shortage of time Length of communication chain Information “gatekeepers” Communication &Organisation: Week 1 11

Other Barriers l Psychological » Differences in perceptions » Emotions – happiness, anger, sadness » Mistrust l Cultural » » » » Differences in values between sender & receiver Status Deliberate bypassing Assumptions – jumping to conclusions, pre-evaluation Expectations First Impressions; stereotyping Polarisation Communication &Organisation: Week 1 12

7 Myths about Communication* l l l l We communicate only when we choose to Words mean the same to our listener as to ourselves We communicate primarily with words Non-verbal communication is the silent language Communication is a one-way activity The message we send is what the listener receives You can never give someone too much information Communication &Organisation: Week 1 _Meanings depend on experiences and perceptions _We often communicate without know we do it _Style and other non-verbal symbols are critical _We get it through all five senses _Communication is two-way; we have to listen actively _It’s never exactly the same as the one we sent _Information overload is a major hazard * Lahiff & Penrose, 1996 13

Formal and Informal l Formal: flow of information through authorized channels » Typical direction – vertical » Typical mode – written, retrievable – Downwards by “corporate instruction” etc – Upwards by rehearsed presentation, report… » Downward can involve “cascading” – Each layer of management spins the information – Risk of information loss or garbling l Informal: everything else » Typical direction – horizontal » Usually verbal (though e-mail is changing that) Communication &Organisation: Week 1 14

Organisational Culture Schein (1985) classified in three levels l Artefacts » Stories, Myths, Metaphors l Values » Integrity, loyalty, pride » Competition l Basic Assumptions » What we take for granted: – IBM products are of the highest quality – King Alfred’s is a friendly place » Often these assumptions can be self-fulfilling Communication &Organisation: Week 1 15

Communication of Culture l l Reputation Selection of Candidates » Job adverts » Brochures, Job descriptions and specifications » Interviews and the selection process l l Induction training Training on the job Rewards and control systems Reinforcing folklore All great until you want to change the culture! Communication &Organisation: Week 1 16

Questions? Communication &Organisation: Week 1 17

Bird In the Hand Communication &Organisation: Week 1 Once In a a Lifetime 18

Team Exercise You are a product design team. You have been asked to come up with ideas for a new product that meets a market need. The market need is for a small car for parents to take children to school and for local city transportation. Come up with some outline ideas to “sell” to: • Your boss, the design department manager • His boss, the Technical Director • The Board of Directors • Potential customers ( for market research purposes). What and how would you try to communicate to each? Communication &Organisation: Week 1 19