Sender (encoder)
Is source of information and the initiator of the communication process.
-The sender chooses the type of message and the channel that will be most effective.
Receiver (decoder)
-The receiver is the person who receives and decodes the sender’s message.
-Decoding translates messages into a form that has meaning to the receiver
Message
-Encoding and decoding of the message may vary owing to differences between the sender’s and the receiver’s backgrounds and viewpoints.
-The sender may be sending more than one message.
Verbal messages
Employees communicate verbally more often than in any other way
Effective verbal communication requires the sender to
-Encode the message in words that will convey it accurately to the receiver
-Convey the message in a well-organised manner
-Try to eliminate distractions.
Non-verbal messages
They involve the use of facial expressions, body movement, gestures, and physical contact to convey meaning
Forms of non-verbal communication
-kinesics
-Haptics
-Orientation
-Physical appearance
Written messages
They are most appropriate when information must be collected from or distributed to many people at scattered locations and when it is necessary to keep a record of what has been sent.
Audio-visual messages
Organisations use signs and symbols that are mutually understood between at least two employees or groups in their communication.
Channels
The path a message follows from the sender to the receiver.
Formal communication
when the exchange of information is done through predefined channels
Informal communication
does not follow any set channels, it is usually casual, spontaneous, and not written down
A communications policy should cover the following
-definition of key terms
-when to disclose material information
-when to disclose material non-public information
-procedures for press releases
Downward channels
-This is one of the most effective channels.
-Managers use downward channels to send messages to employees.
-To correct this problem, managers should urge employees to use upward channels.
-The fundamental problem with downward communication is that it is too often one way: it is a lean channel that does not encourage feedback from those on the receiving end.
Upward channels
-Subordinates use upward channels to send messages to superiors.
-Such channels may be the only formal means that employees have for communicating with higher level managers in the organisation.
-Upward communication provides feedback on how well employees understand the messages they have received
-It also enables employees to voice their opinions and ideas.
Horizontal channels
-Managers and other employees use horizontal channels when communicating across departmental lines, with suppliers, or with customers
Informal channels
They allow people to use their own initiative more freely
Feedback
-Feedback is the receiver’s response to the sender’s message.
-It is the best way to show that a message has been received and whether it has been understood.
-Feedback assures the sender that things are going as planned or brings to light problems that must be solved
The Johari Window model
Simple and useful tool for describing interpersonal communication between managers and employees.
Perception
The meaning ascribed to a message by either the sender or receiver.
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Chapter 122
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Chapter 1.222
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Chapter 1.316
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Chapter 221
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Chapter 2.223
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Chapter 2.31
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Chapter 420
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Chapter 4.218
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Chapter 722
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Chapter 7.219
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Chapter 7.320
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Chapter 7.423
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Chapter 820
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Chapter 8.221
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Chapter 8.320
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Chapter 8.420
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Chapter 921
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Chapter 9.220
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Chapter 9.322
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Chapter 9.45
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Chapter 1020
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Chapter 10.216
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Chapter 1120
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Chapter 11.220
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Chapter 11.320
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Chapter 11.43
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Chapter 1220
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Chapter 12.220
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Chapter 12.320
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Chapter 12.47
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Chapter 1320
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Chapter 13.220
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Chapter 1420
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Chapter 14.218
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Chapter 1520
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Chapter 15.220
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Chapter 15.37
