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MGHB02H3 (268)
Chapter 10

Chapter 10

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University of Toronto Scarborough
Management (MGH)
Julie Mc Carthy

Chapter 10 Communication 1. What is communication? Communication : The process by which information is exchanged between a sender and receiver. (Interpersonal communication the exchange of information between people) The sender must encode his or her thoughts into some form that can be transmitted to the receiver. The receiver must perceive the message and accurately decode it to achieve accurate understanding. Feedback involves another communicate episode that tells the original sender that her assistant received and understood the message. ----Sender: thinking, encoding and transmitting; Receiver: perceiving, decoding and understanding ----The simple communication model points out the complexity of the communication process and demonstrates points at which errors can occur. Effective communication:The right people receive the right information in a timely manner. 2. Basics of organizational communication: Communication by strict chain of command: Chain of command: lines of authority and formal reporting relationships. Under this system, three necessary forms of communication can be accomplished: Downward communication: Information that flows from the top of the organization toward the bottom. Upward communication: Information that flows from the bottom of the organization toward the top. Horizontal communication: Information that flows between departments or functional units, usually as a means of coordinating effort. ----Directives and instructions usually pass downward through the chain of command, and ideas and suggestions pass upward. Deficiencies in the chain of command: Informal communication: the chain of command fails to consider informal communication between members. Filtering: the tendency for a message to be watered down or stopped during transmission. ----On the one hand, employees are supposed to filter information. ----On the other hand, overzealous filtering will preclude the right people from getting the right information. Open door policy: the opportunity for employees to communicate directly with a manager without going through the chain of command. ----The potential for filtering increases with the number of links in the communication chain. Slowness: the chain of command can be even slower for horizontal communication between departments, and it is not a good mechanism for reacting quickly to customer problems. Cross-functional teams and employee empowerment have been used to improve communication in these areas by short-circuiting the chain of command. 3. Manager-employee communication: one-to-one exchange of information between a boss and an employee. www.notesolution.com
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