2.3 Communication - PowerPoint Presentation

Slide1

2.3 Communication

IB Unit 2 Human ResourcesSlide2

2.3 Communication – verbal and non verbal communication methods

IB Unit 2 Human ResourcesSlide3

Lesson objectives

By the end of the lesson, students should be able to: -

Define the different methods of communication: oral, written, visual, non verbal.

Analyse the advantages and disadvantages for each method

Identify different methods of communicationSlide4

Introduction - starter

Communication

is the transfer of information from one party to another.

The purpose or objective of communication include:

Instructing, clarifying, interpreting, notifying, warning, receiving, giving feedback, reviewing and to

inform.

Effective communication is vital so that

Staff are aware of their roles and expectationsManagers can gather and act upon feedback from employees, customers and other stakeholders.

Remember! We mentioned Poor Communication

As a Factor Which Can Lead to

Low Motivation & Diseconomies

of ScaleSlide5

Good

communication

Enables

Feedback

Coordinates

Clarifies roles

And

Responsibilities

Motivates

Communication

Marcouse 2008Slide6

Oral communication

Talking and listening to each other. Oral communication is fast because the sender and receiver are in direct contact with each other. When something is not understood, questions can be asked, i.e. feedback and clarification can be gathered.

Whether the a message is communicated well orally will depend on how good a speaker the sender is. Such as their use of jargon or their tone of voice.

When a person gives instructions to others, such as a manager announcing a major change in the organisation.

When people discuss problems

Business meetings, which are formal and follow an agenda

Job interviews

Job appraisals and feedback.Oral presentationsWhen people are simply talking to each other.Slide7

Activity – What mood are you in?!Slide8

Advantages and disadvantages of oral communication

Advantages

Detailed questions can be asked

Questions can be answered without delay

There is low cost

Some oral methods are a good way to judge an employee’s ability to communicate

Tone of voice can be judgedSlide9

Advantages and disadvantages of oral communication

Disadvantages

The information may not all be truthful

There is usually no permanent record of the conversation for future reference

Confidential messages may be difficult to communicate verbally, especially when many people are involved.

Meetings and interviews can be very time consuming.

Mood and tone of voice may cause a barrier to communicating the message effectivelySlide10

Non-verbal communication

This includes written, visual communication and ICT.

Letters

Advantages

Can be kept for future _________(9)

Can be used for internal communication

Can be time consuming and may take time to receive a _________ (8).

ReferenceResponseSlide11

Non-verbal communication

Memorandum (memo)

A formal typed note or handwritten

Used for internal purposes

Short and specific

Notices

Are used when a message needs to reach a range of people, perhaps by postings on staff notice boards or on a company website.

Can be formal such as notices highlighting training opportunities or fire evacuation procedures.Can contain a lot of formal information that can be left as a reminder to staffHowever not confidential and old notices can be ignoredSlide12

Non-verbal communication

Reports

Formal method of communication written communication whereby information about something that has been researched is presented

They will contain: -

A front title page which may include information such as the name of the author, the audience it is targeted at and the date.

An executive summary of what the report is about and the purpose of the research

A contents page with page numbering

An introduction to the reportParts of the report to be separated by section headingsConclusions and perhaps recommendationsA bibliography listing all sources of referenceAn appendix with supplementary evidence such as quantitative research data.Slide13

Non-verbal communication

Executive summaries

The increase in the amount of information available has made the executive summary more important.

A condensed version of the report’s content

Scope and purpose of the report

Methodology

Main results and findings

Conclusions and recommendationsThe reader of the executive summary is often the decision maker who may have to decide on the course of action based on the report.They must be accurate as a stand alone document as managers may make decisions solely based on this and not read the original report.Slide14

Non-verbal communication

Abstracts

Abstracts are similar to executive summaries.

However, they do not directly provide any recommendations to the decision maker

Not as long as an executive summary

Research proposal

A planning document. It sets out the key issues to be investigated in a Report.

The proposal will contain details of the primary and secondary research to be undertaken and an action plan with dates and identification of any foreseeable problems.Slide15

Visual communication

Advantages of visual communication : -

Be understood easily

Communicate ideas quicker than words

Be often cheaper to produce than a full page of words

Cater for visual learners

May have a longer lasting impact

Examples includeBar chartsPie chartsLine graphsHistogramsPhotographsSymbolsTablesMapsSketchesDiagramsSlide16

2.3 Communication NetworksSlide17

Learning Objectives

Barriers to Communication

Formal and Informal Communication

Technological Communication

Factors influencing the choice of Communication

Types of Communication Networks Slide18

Formal and informal communication channels

The term

channel of communication

is the method of communication.

For example in order to announce an end-of-season sale, managers in a large retail business may choose television advertising.

Informal communication- refers to all unofficial channels of that exist among

informal groups

.An example of informal communication is the grapevine, which is basically GOSSIP in the workplace.Does informal communication help or hinder the business?Slide19

Benefits of informal communication

Can create a sense of belonging in the workplace. People from different departments can talk about non work related issues at their lunch break.

Can help workers support each other and deal with any anxiety they may have

Ideas can be pooled that may not have occurred in more formal channels.Slide20

Formal communication channels

These are official channels of communication

Written communication tends to relate to more formal channels of communication

Formal communication is directly related to work mattersSlide21

ICT

Email

Data is transmitted from one computer to another

Very fast because all the data is already in electronic form

Data can be sent to many recipients in a small space of time

High set up costs, ongoing costs.

Data not always secure

Technology may not always work, e.g. DAA WiFi!Slide22

Factors influencing the choice of communication

method

Personal preference-

Some people may prefer to put things in writing,

Organisational structure-

a taller structure will require more formal and structured systems

Security issues-

hard copies maybe kept as well as computer filesEase of use- How is easy is the form of communication you want to use? E.g. sending out flyers. Size of business- a small business/flat organisation may rely on verbal/informal methods

Storage issues-

An order placed by a customer needs to be recorded, whereas a conversation about a social event does not have to be documented

Location of sender and receiver-

Time zone differences many influence whether to

skype

or just e-mail

Cost

- Sea mail is cheaper than airmailSlide23

What are the barriers to communicationSlide24

Barriers to effective communication

High costs

Technological breakdowns

Language

Accents

Jargon

Different cultures

Poor attitudeGeographical locationInternal politicsPoor presentation skillsNegative body languageChinese whispersPhysiological barriers

NOISE!!!!!Slide25

Lesson objectives

By the end of the lesson, students should be able to: -

Understand the different communication networks which exist in an organisation

Evaluate the best communication network to use for a given situationSlide26

Keywords

Communication network

Centralised networks

Decentralised networks

Wheel network

Chain network

Y-chain network

Circle networkAll channel networkSlide27

Communication networks

A communication network shows the routes (links) that allow different parties to communicate a message, for example the actual communication structures within the business.

Networks can be used to examine the effectiveness of communication between people.

This is important for manager to know because the success of the organisation depends on the efficiency and productivity of its people.

There are two types of communication networks.

Centralised

DecentralisedSlide28

Centralised networks

Centralised methods of communication involve a key player that holds decision making power.

Eg

: -

Wheel

Chain

Y-chain

With these methods information passes through a central person.Wheel network- this method uses an experienced person or team leader at the hub. Others communicate primarily through the person in the centre. This method is useful when quick decision making is required. The person at the centre has control but others still have input.Slide29

Chain networks

Used with organisations with a tall hierarchy

A large

multinational

will use this system to pass on information

.

Direction from the leader at the top of the chain

Message can be distortedSlide30

Y-Chain network

The Y-chain structure is similar to the chain method, except the information is passed onto several different parties.

Eg

In a school the principal may pass on the information to her two deputy principles

A large organisation can pass on information to shareholders and customers

The central person can be overloaded

People lower in the organisation can feel isolatedSlide31

Decentralised networks

Included the Circle and All Channel networks, where information passes from person to person.

People feel valued as they have an input in planning and decision making.

More ideas can be generated

Decision making can be prolonged as there are many people involved in the process.Slide32

Circle network

The circle communication network may be used for team-based tasks or a group of middle managers communication with one another.

Good for complex problems

No formal leader establishedSlide33

All channel network

The all channel network (web network).

Allows people to communicate with whoever they feel necessary in order to meet their needs.

E.g. brainstorming during a meeting

Charles Handy suggests that this is the most ideal method when dealing with complex/ or open ended tasks.