Communicating at Work

Changes Affecting the Workplace

Heightened global competition

Flattened management hierarchies
Expanded team-based management
Innovative communication technologies
New work environments
Increasingly diverse workforce
Success in the new workplace requires
excellent communication skills.

The Communication Process

Basic Model
5.5.
Feedback
Feedbacktravels
travels
to
tosender
sender
1.1.
Sender
Sender
has
hasidea
idea

2.2.
Sender
Sender
encodes
encodes
idea
ideain
in
message
message

3.3.
Message
Message
travels
travels
over
over
channel
channel

6.6.
Possible
Possibleadditional
additional
feedback
feedbackto
toreceiver
receiver

4.4.
Receiver
Receiver
decodes
decodes
message
message

The Communication Process

Expanded Model

Barriers to Interpersonal
Communication
Bypassing
Limited frame of reference
Lack of language skills
Lack of listening skills
Emotional interference
Physical distractions

Understanding is shaped by

Communication climate

Context and setting

Background, experiences

Knowledge, mood

Values, beliefs, culture

Barriers That Block the Flow of

Information in Organizations

Closed communication climate

Top-heavy organizational structure
Long lines of communication
Lack of trust
Competition for power, status, rewards

Additional Communication
Barriers

Fear of reprisal
Differing frames of reference
Lack of communication skills
Ego involvement

A Classic Case of
Miscommunication
In Center Harbor, Maine, local legend recalls the day when
Walter Cronkite steered his boat into port. The avid sailor
was amused to see in the distance a small crowd on shore
waving their arms to greet him. He could barely make out
their excited shouts: Hello Walter, Hello Walter!

A Classic Case of
Miscommunication
As his boat came closer, the crowd grew larger, still
yelling. Pleased at the reception, Cronkite tipped his white
captain's hat, waved back, even took a bow. But before
reaching dockside, Cronkite's boat abruptly jammed
aground. The crowd stood silent. The veteran news anchor
suddenly realized what they'd been shouting: Low water,
low water!

Analysis of Flawed
Communication Process
Sender
has
idea

Sender
encodes
message

Channel
carries
message

Receiver
decodes
message

Warn boater

Low water!

Message
distorted

Hello
Walter!

Barriers That Caused

Miscommunication

Frame of reference

Receiver accustomed to acclaim

and appreciative crowds.

Maine accent makes "water"

and "Walter" sound similar.

Receiver more accustomed to

speaking than to listening.

Language skills

Listening skills

Barriers That Caused

Miscommunication

Emotional interference

Physical barriers

Ego prompted receiver to

believe crowd was responding
to his celebrity status.

Noise from boat, distance

between senders and receivers.

Which of these barriers could be overcome through

improved communication skills?

Overcoming Communication
Barriers

Realize that communication is imperfect.

Adapt the message to the receiver.
Improve your language and listening skills.
Question your preconceptions.
Plan for feedback.

Organizational Communication
Functions: internal and external
Form: oral and written
Form: channel selection dependent on

Message content
Need for immediate response
Audience size and distance
Audience reaction
Need to show empathy, friendliness, formality

Flow:
Formal: down, up, horizontal
Informal: grapevine

Communication Flowing
Through Formal Channels

Downward

Horizontal

Upward

Management directives
Job plans, policies
Company goals
Mission statements

Task coordination
Information sharing
Problem solving
Conflict resolution

Employee feedback
Progress reports
Reports of customer
interaction,
feedback
Suggestions for
improvement
Anonymous hotline

Forms of Communication Flowing

Through Formal Channels

Written

Oral

Electronic

Executive memos, letters

Annual report
Company newsletter
Bulletin board postings
Orientation manual

Telephone
Face-to-face conversation
Company meetings
Team meetings

E-mail
Voicemail
Instant Messaging
Intranet
Videoconferencing

MISCOMMUNICATION IN
PRODUCT EVOLVEMENT

As Marketing Requested It

As Sales Ordered It

As Engineering Designed It

As Production Manufactured It

As Maintenance Installed It

What the Customer Wanted

Message Distortion
Downward Communication
Through Five Levels of Management
Message
written by board of directors

Amount of message
100%

Message Distortion
Downward Communication
Through Five Levels of Management
Message
written by board of directors
received by vice-president

Amount of message
100%
63%

Message Distortion
Downward Communication
Through Five Levels of Management
Message
written by board of directors

Amount of message
100%

received by vice-president

63%

received by general supervisor

56%

Message Distortion
Downward Communication
Through Five Levels of Management
Message
written by board of directors

Amount of message
100%

received by vice-president

63%

received by general supervisor

56%

received by plant manager

40%

Message Distortion
Downward Communication
Through Five Levels of Management
Message
written by board of directors

Amount of message
100%

received by vice-president

63%

received by general supervisor

56%

received by plant manager

40%

received by team leader

30%

Message Distortion
Downward Communication
Through Five Levels of Management
Message
written by board of directors

Amount of message
100%

received by vice-president

63%

received by general supervisor

56%

received by plant manager

40%

received by team leader

30%

received by worker

20%