Principles of Management

Dr. Karim Kobeissi Islamic University of Lebanon - 2013

Chapter

Managing Communication and Information

Learning Outcomes
After studying this chapter, you will be able to:

Describe the four main functions of communication

Discuss the steps in the communications process and the requirements for successful communication to take place. Describe the different kinds of communications networks Explain how technology communication. affects managerial

Effective Communication
Communication is the sharing of information between two or more individuals or groups to reach a common understanding. Note that the common understanding means that both parties understand accurately what has been communicated. It does not mean that they have come to an agreement on the issue being communicated.

Communication is effective when members of an organization share information with each other and all parties involved are relatively clear about what this information means. Communication is ineffective when people either do not receive the information they need or are not quite sure what the information they do receive means.

Functions of Communication
Good communication serves several important functions in organizations: 1. Providing knowledge is a basic function to give members of an organization the information they need to do their jobs effectively. Knowledge may be shared regarding company goals, how to perform a job, standards for acceptable behavior, needed changes, and so on. 2. Communication plays a central role in motivating members of an organization to achieve their goals. 3. It is essential that groups control members behavior so that they perform in an acceptable manner. This can be accomplished by regularly communicating information about roles, rules, and norms. As interdependence between group members increase, the need for communication to coordinate their efforts in order to achieve groups goals also increases. 4. Communication also allows people to express their feelings and emotions.

Functions of Communication
Providing knowledge

Controlling/ coordinating

Functions

Motivating

Expressing feelings

The Importance of Good Communication

Vertical Vs Horizontal Communication

Communication in the organizational structure can be upward, downward or the horizontal within the hierarchy.

In

any

organization

Vertical

communication

is

communication where the information flows from different level of authority within the organization where as the

horizontal communication in which information flows

between the same level of authority or with the similar power or grade.

The Communication Process

The communication process consists of two phases. In the transmission phase, information is shared between two or more individuals or groups. In the feedback phase, a common understanding is reached. In both phases, a number of distinct stages must occur for communication to take place:
1. 2. 3. 4. 5. 6. 7. Sender: the person or group wishing to share information. Message: the information that a sender wants to share. Encoding: translating the message into understandable symbols or language. Noise: anything that obstruct any stage of the communication process. Receiver: the person or group for which the message is intended. Medium: the channel by which an encoded message is transmitted to a receiver. Decoding: interpreting and trying to make sense of a message.

The Communication Process

Media for Message Transmission

Verbal Communication is the sharing of information by means of words, either spoken or written: Face-to-face oral Oral via telephone Written via memo, letter, report, email, fax Nonverbal Communication is the sharing of information by means of:

Facial expressions Body language Mode of dress

Media for Message Transmission (con)

Each medium has advantages and disadvantages. There are two guidelines for selecting a medium. One is to select a medium that a receiver monitors a medium that the receiver prefers. The second guideline is to try to select one that is appropriate to the message you are trying to convey and to use multiple media when necessary.

Barriers to Effective Communication

Overcoming Communication Barriers

Communication Networks
Communication in an organization, between employees at different hierarchical levels and in different functions and departments, tends to occur in persistent patterns. A communication network is a set of pathways through which information flows within a group or organization. The networks that can develop in groups and organizations are the wheel, the chain, the circle, and the all-channel communication network.

Wheel Network
In a wheel network, most information travels through one central member of the group. This central member receives information from all other members and is the sole sender of information. The others do not communicate directly with each other. Wheel networks are most common when group members work interdependently and group performance is determined by summing up the performances of the members of the group.

Chain Network
In a chain network, communication flows in a predetermined sequence from on group member to the next. Chain networks are common when there is sequential task interdependence and members are required to perform specific behaviors in a predetermined order. These networks promote communication both up and down the hierarchy.

Circle Network
The circle network occurs in groups whose members communicate with others who are similar to them on some dimension ranging from experience, interests, or area of expertise to the location of their offices or even who they sit next to when the group meets.

All-Channel Network
In an all-channel network, every group member communicates with every other group member. Allchannel networks are prevalent when there is reciprocal task interdependence when the activities of work group members depend on one another.

Organizational Chart Network

Organizational charts that summarize the formal reporting relationships in an organization reflect one type of organizational communication network. Formal reporting relationship emerge from the chain of command established by an organizations hierarchy. The hierarchy determines which subordinates report to a given supervisor, to whom that supervisor reports, and so on, up and down the chain of command.

Technology and Communication

Information technology (IT) has radically changed the way organizational members communicate, making it possible for:
Managers to monitor individual and team performance, Employees to have more complete information to make faster decisions, Providing more opportunities for employees to collaborate and share information, and Making employees fully accessible 24 hours a day and 7 days a week, regardless of location.

Three developments in information technology have had particularly significant effects on current managerial communication:
1. The Internet 2. The Intranets, and 3. Groupware.

The Internet
The internet is a global system of computer

networks that is easy to join and is used by employees around the world to communicate

inside and outside their

companies.

The Intranets
An intranet is a company wide

system
networks.

of

computer
allow

Intranets

employees to have many kinds of information (e.g., products specifications, inventory figures, customers list, cost and profit figures, customers (keyboards). statements of accounts,) at their fingertips

Groupware
A groupware is a computer software that helps workgroups attached to an intranet to organize their activities.

Typically, groupware supports the following operations: Scheduling meetings and allocating resources e-mail Password protection for documents telephone utilities Electronic newsletters File distribution.