At the end of this chapter, the student should be able to: 2. Discuss the process, functions, characteristics, and directions of communication.

Transcription

1 Part IV: Communication and Public Relations Definition of communication. Communication Process. Functions of communication. Directions of communication. Types of communication. Benefits of communication. Barriers of communication: Learning Objectives At the end of this chapter, the student should be able to: 1. Define Concepts. 2. Discuss the process, functions, characteristics, and directions of communication. 3. Describe the types of communication. 4. Discuss the benefits of communication. 5. Identify and discuss the barriers categories of communication. Communication ١ University of Mosul / College of Nursing Management and leadership

2 Definitions 1. Communication is defined as "any act by which one person gives to or receives from another person information about that person's needs, desires, perceptions, knowledge, or affective states". 2. Communication is the art of transmitting information, ideas and attitudes from one person to another. 3. Communication is the process of meaningful interaction among human beings. 4. Exchange of information, ideas, knowledge, sharing of experience between the sender and receiver through accepted code of symbols. Communication is shared feelings/shared understanding. Communication may be intentional or unintentional, may involve conventional or unconventional signals, may take linguistic or nonlinguistic forms, and may occur through spoken or other modes." Characteristics of Communication 5 C of communication 1. Completeness. 2. Conciseness. 3. Clarity. 4. Correctness, and 5. Courtesy. Functions of Communication ٢ University of Mosul / College of Nursing Management and leadership

3 1. communication involves a mutual exchange of understanding and is the essence of the basic functions of business management, which include staffing, directing, planning, organizing and controlling. 2. Communication is necessary to effectively function, both inside an organization and when dealing with the outside world. 3. Motivation: Managers use communication to motivate workers to achieve peak performance. By clarifying the expectations of employees and providing incentives for meeting or exceeding expectations, communication can help companies reach specific objectives. 4. Control: A company uses communication as a way to maintain control over employees and their work environment. promotion. 5. Interaction: Communication allows employees to interact with customers and each other. 6. Providing Information: Information is dispersed throughout an organization through written or verbal communication. 7. Providing Feedback: Communication allows for employees, managers and business owners to give and receive feedback on changes that are being considered or have already been implemented. Direction of communication In an organization, communication flows in various directions: 1. Downward communication Downward communication flows from people at higher level to those at lower levels in the organization hierarchy. ٣ University of Mosul / College of Nursing Management and leadership

4 This kind of communication exists especially in organizations with an authoritarian leadership style. Examples of written downwards communication are memo, letters, handbooks, policy statements and procedures. 2. Upward communication This communication travels from subordinates to superiors and continues up the organizational hierarchy. This type of communication is found in participative and democratic organizational environments. Typical means of upward communication are suggestion systems, appeal and grievance procedures, complaint systems, counselling sessions, grapevine, group meetings, morale questionnaires and the exit interview. 3. Crosswise communication( Lateral Communication) It includes the horizontal flow of information between people on the same or similar organisational levels and diagonal flow between persons at different levels who have no direct reporting relationships. This kind of communication is used to: a. Speed information flow. b. Improve understanding and, c. Coordinate efforts for the achievement of organisational objectives. It may include oral communication ranging from informal meetings, or more formal conferences and board meetings. Written forms include company newspapers or magazine and bulletin boards. ٤ University of Mosul / College of Nursing Management and leadership

5 4. Diagonal Communication: It occurs between individuals or departments that are not on the same level of the hierarchy. Types of communication 1. Verbal communication. This is the most common of the many types of communication that we all have been using for so long. Verbal means you talk to each other. Uttering words and phrases and sentences is considered a verbal communication. 2. Non-verbal communication. Non speaking, no words uttered, no noise type of communication; this is how a non-verbal communication is defined. This is normally used when one is not capable to speak. May it be a temporary illness that made you lost your speech, or it can be a long term sickness that will need you to learn to communicate without the use of speech. 3. Visual communication. From the term itself, it is those types of communication that is relayed to visually. An example would be looking on a locator or directory. You use your visuals to communicate with the map or the visual ad that you see to let you know where you should go. It communicates with you as you look at it and tells you what to do and where to go. 4. Written communication. Writing is also another of the types of communication. ٥ University of Mosul / College of Nursing Management and leadership

6 do not have the ability to speak and communicate by the use of mouth and tongue, the paper and the pen will help y. You can write anything that you want to say. It will help you tell others of what is in your thoughts and let them understand by reading your writings. Benefits of communication 1. Communication is a source of information to the organizational members for decision-making process as it helps identifying and assessing alternative course of actions. 2. Communication also plays a crucial role in altering individual s attitudes, i.e., a well-informed individual will have better attitude than a less-informed individual. 3. Communication also helps in socializing. It is also said that one cannot survive without communication. 4. Communication assists in controlling process. It helps controlling organizational member s behavior in various ways. Barriers to communication Common Barriers to Effective Communication: The use of jargon. Over-complicated, unfamiliar and/or technical terms. Emotional barriers and taboos. Some people may find it difficult to express their emotions and some topics may be completely 'off-limits' or taboo. receiver. Lack of attention, interest, distractions, or irrelevance to the Differences in perception and viewpoint. ٦ University of Mosul / College of Nursing Management and leadership

7 difficulties. Physical disabilities such as hearing problems or speech Physical barriers to non-verbal communication. Not being able to see the non-verbal cues, gestures, posture and general body language can make communication less effective. Language differences and the difficulty in understanding unfamiliar accents. Expectations and prejudices which may lead to false assumptions or stereotyping. People often hear what they expect to hear rather than what is actually said and jump to incorrect conclusions. Cultural differences. The norms of social interaction vary greatly in different cultures, as do the way in which emotions are expressed. For example, the concept of personal space varies between cultures and between different social settings. A Categorisation of Barriers to Communication A: Language Barriers Clearly, language and linguistic ability may act as a barrier to communication. However, even when communicating in the same language, the terminology used in a message may act as a barrier if it is not fully understood by the receiver(s). For example, a message that includes a lot of specialist jargon and abbreviations will not be understood by a receiver who is not familiar with the terminology used. Regional colloquialisms and ٧ University of Mosul / College of Nursing Management and leadership

8 expressions may be misinterpreted or even considered offensive. See our page: Effective Speaking for more information. B: Psychological Barriers The psychological state of the receiver will influence how the message is received. For example, if someone has personal worries and is stressed, they may be preoccupied by personal concerns and not as receptive to the message as if they were not stressed. Stress management is an important personal skill that affects our interpersonal relationships. C: Physiological Barriers Physiological barriers may result from the receiver s physical state: for example, a receiver with reduced hearing may not grasp to entirety of a spoken conversation especially if there is significant background noise. D: Physical Barriers Communication is generally easier over shorter distances as more communication channels are available and less technology is required. Although modern technology often serves to reduce the impact of physical barriers, the advantages and disadvantages of each communication channel should be understood so that an appropriate channel can be used to overcome the physical barriers. ٨ University of Mosul / College of Nursing Management and leadership

9 E: Systematic Barriers Systematic barriers to communication may exist in structures and organisations where there are inefficient or inappropriate information systems and communication channels, or where there is a lack of understanding of the roles and responsibilities for communication. In such organisations, individuals may be unclear of their role in the communication process and therefore not know what is expected of them. F: Attitudinal Barriers Attitudinal barriers are behaviours or perceptions that prevent people from communicating effectively. Attitudinal barriers to communication may result from personality conflicts, poor management, resistance to change or a lack of motivation. Effective receivers of messages should attempt to overcome their own attitudinal barriers to facilitate effective communication. ٩ University of Mosul / College of Nursing Management and leadership