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MGCR 222 (39)


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McGill University
Management Core
MGCR 222
Patricia Hewlin

Ch10: COMMUNICATION INTRO  Definition o Transfer of meaning among members o Understanding of meaning  Functions o Control member behavior o Foster motivation o Provide a release for emotional expression o Provide info needed to make decision THE COMMUNICATION PROCESS  Key parts o Sender  Initiation o Encoding o Message  Actual physical product of the sender’s encoding  ≠ types  Speech, writing, gesture… o Channel  Medium thru which the message travels  2 types  Formal o Established by org o Messages related to the pro act of members  Informal o Spontaneous o A response to individual choice o Decoding o Receiver  Person to whom the message is directed  Has to translate the symbols into understandable form o Noise  Communication barriers that distort the clarity of the message  Examples:  Perceptual pbs  Info overload  Semantic difficulties  Cultural ≠ o Feedback  Check on how successful we have been in transferring our messages as originally intended DIRECTION OF COMMUNICATION  Downward Communication o One that flows from one level of a group to a lower level o Used by group leaders to  Assign goals  Provide job instructions  Explain policies/procedures  Point out pbs  Offer feedback o Need to explain the reasons why a decision was made  Explanations = ++ employee commitment o Problem: one way nature  Need to solicit communication from employees  Upward Communication o One that flows to a higher level in the group o Keeps managers aware of how employees feel o Used to:  Provide feedback to higher up  Inform them of progress  Relay current pbs  Inform on how conditions could be improved o For effectiveness:  Try to reduce distractions  Communicate in headlines  Support your headlines with actionable items  Prepare an agenda  Lateral Communication o Among members of work groups at same level o Effective bcs:  Saves time  Facilitate coordination o Informally created to short circuit the vertical hierarchy INTERPERSONAL COMMUNICATION  Oral communication o Speech, formal 1 on 1, group discussions… o Advantages  Speed  Feedback o Disadvantage  Whenever a message has to pass thru a nb of people  The more people, the greater the distortions  Written communication o Memos, letters, fax transmissions, e-mails… o Advantages  Important for lengthy & complex communication  Tangible  Verifiable  Record of the communication  People forced to think more thoroughly o Disadvantages  Time consuming  Lack of built-in feedback mechanism  Nonverbal communication o Body language  2 most important messages  Extent to which we like another  Perceived status btw sender/receiver  Complicates verbal communication  No precise meaning o Intonation o Facial expression o Physical distance  Cultural norms ORGANIZATIONAL COMMUNICATION  Formal small-group networks o Chain  Formal chain of command o Wheel  Relies on a central figure to
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