An example of this model with a face-to-face conversation would be; the mouth
would be the transmitter, the other person’s ear would be the receiver and the
noise source would be any distraction that the receiver may experience when the
person is speaking. This model is simple to understand and shows how important
your surroundings are so that there is minimal noise.
Barriers and communication in an organization
There is always a possibility of misunderstanding the feelings of the sender of the
message or getting a wrong meaning of it. Due to the obscurity of language there is
always a possibility of wrong interpretation of the messages.
Sometimes the receiver of information tries to dig out meaning without much thinking
at the time of receiving or even before receiving information, which can be wrong. This
type of evaluation is a hindrance in the exchange of information and the enthusiasm of
the sender gets dampened. Also if the receiver is preoccupied with some important
work they may not listen to the message attentively. Therefore, they won’t remember
the information they have just been given or they may try to put things together they
remember but it might not be 100% correct of what the persons just asked.
Email is the most personal and selective media. It able’s you to reach only the desired
prospects and has maximum possible personal features even without personal contact.
However, the factors you need to consider when sending an email are you need to
make sure that your grammar, spelling and punctuation is correct. If your grammar is
incorrect it may be misunderstood therefore, you may not receive a response as they
can’t understand it. Also, some people may think the email is spam therefore don’t
open/read it when asking for information/feedback.
Sending a letter is good if you need the information to be filed away for records. The
factors you need to consider when sending an email is the cost and time it takes to be
delivered. It’s not a good choice of communication if you are needing a quick response
or they require information urgently. Also, it’s not a good choice if you’re sending
private information as it make get lost or someone may open the letter who it’s not
addressed for.
Advantages and Disadvantages of verbal and non-verbal communication
Verbal communication refers to the use of sounds and language to relay a message. It
serves as a vehicle for expressing desires, ideas and concepts and is vital to the
processes of learning and teaching.
Advantages
Cost savings: Cost is involved in any communication. When the communication is
needed within the organization and verbal communication has been used it has not
needed any paper, pen or computer. So it saves the money of the organization.
Immediate feedback: The speaker can get immediate feedback on whether it is
creating a favourable impression on the receiver or whether the receiver will protest.
Also you can tell whether the receiver has clearly understood his/her meaning or is
feeling baffled and therefore he can fully explain and go over again what he/she
meant.
Time saving: The most obvious one is time saving. When action is required to be taken
immediately it is best to transmit a message orally. If the executives work load is high
then they stop writhing and by oral instructions they complete their message
transmission and released their work load and also it saves time.
Effectiveness: With the help of variations in the tone, pitch and intensity of voice, the
speaker can convey shades of meaning. Therefore, from the tone or pitch of someone’s
voice you will be able to know how to respond or how your tone and pitch should be
like. This factor also contributes to the effectiveness of oral communication.
Disadvantages
No record: In verbal communication it is difficult to record a message therefore you
have no record of the conversation you have just had. If you was to forget a date, time
etc. it would mean you would have to ring them back to clarify whereas if you was to
email them you would be able to have a look back through your emails and remind
yourself.
Confused speech: On some occasions the receiver may fail to understand the meaning
of a message due to habitual productions of the speaker. Therefore, the message may
not get across the way it should have.
Limited use: The scope of usage of verbal communication is limited. It is not suitable
for lengthy messages. For example, working at my company I have to email people
their invoices which have a lot of important information on. However, I would not ring
someone up to tell them their invoice over the phone as they may write or hear
something wrong and I would be on the phone a while going through it all.
Lack of secrecy: In verbal communication, the important and secret information may
be disclosed. If you didn’t realise someone was able to hear what you was saying they
may hear something which is important or personal.
Non-verbal communication has been defined as communication without words. It
includes apparent behaviours such as facial expressions, eyes, touching, and tone of
voice, as well as less obvious messages such as dress, posture and spatial distance
between two or more people.
Advantages
Easy presentation – Information can be easily presented in non-verbal communication
through using visual, audio-visual and silent means of non-verbal communication.
Quick expression of message: Non-verbal cues of communication like sign and symbol
can also communicate some messages very quickly than written or oral messages.
Therefore is when looking at someone they give the impression that they are upset or
angry you then know how to act with them.
Repeat: Used to repeat the verbal message. For example if someone was to ask you for
directions as well as telling them you can point in the directions too.
Reducing wastage of time: The message of non-verbal communication reached the
receiver very fast. For this reason it reduces the wastage of valuable time of the
communicator. For example if you was explaining something to someone and they
don’t look interested or are looking away you would just give up and leave them.
Disadvantages
Vague and imprecise: Non-verbal communication is quite vague and imprecise. Since in
this communication there is no use of words or language which expresses clear
meaning to the receiver. No dictionary can accurately classify them. Their meaning
varies not only by culture and context but by degree of intension.
Distortion of information: Since it uses gestures, facial expressions, eye contact, touch,
sign, sound, paralanguage etc. for communicating with others, there is a great
possibility in distortion of information in non-verbal communication.
Short conversations: In non-verbal communication, long conversation and necessary
explanations are not possible. For example once you have shown a gesture that you
are annoyed with someone that may finish the communication.
Different cultures behave differently and when looking for suspicious behaviour within
a mixed population, it will be very difficult to adapt to different ethnic backgrounds.
Elements of communication systems
The communication system basically deals with the transmission of information from
one point to another. The system transmits, receives, and processes information
between two or more locations using electronic circuits.
Source or Information. Analog (analogue voice, video signal) Digital (data).
· Transmitter is a collection of electronic components and circuits designed to
convert the information into a signal suitable for transmission over a given
communication medium.
· Channel provides means of transporting signals from a transmitter to a
receiver. There are different types of Channel or Transmission Medium:
1. Pair of copper wires (electric current flow)
2. Optical Fiber Cables (light waves)
3. Free Space (radio waves) Radio Transmission makes use of electromagnetic
spectrum where signals are converted into electric and magnetic fields that
propagate readily over long distances.
· Noise is any random, unwanted energy that enters the communications
system via the communications medium and interferes with the transmitted
signal.
· Receiver is another collection of electronic components and circuits that
accept the transmitted message from the channel and convert it back into a
form understandable by humans
Selection of communication channels and tools
Business communication channels and tools requires good evaluation. If you don’t
choose the most appropriate tool your message may not get across as well as you
wish. Below are some every day communication tools and channels that we use in my
organisation and a brief reason to why we use each of them.
Email –
· Reaches the recipient directly
· Cost effective and simple to use
· Can reach mass audiences fast
· Good for information, awareness or instruction
· Always got a copy to look back at if needs be.
Events/roadshows –
· Opportunity for key people to reach mass audiences face-to-face
· Can build team spirit and motivate
· Can be used to address controversial issues
· Flexible and responsive
Video –
· The camera never lies – can show proof or progress
· Consistent, controlled message
· Shows real people talking about their experiences
· Creative and entertaining
Communication networks in an organisation
Chain Structure
The chain structure is where one person passes information to the others, then they
pass it on. However, the direct lines of communication between members has to be
directly above and below the message’s origin point and not with members on any
other point in the chain. The advantage of this is that there is a leader at the top who’s
able to oversee communications upwards and downwards to different areas of the
business. On the other hand, a disadvantage of this would be those at the bottom may
feel isolated or undervalued.
The Star Structure
The star structure is where communication revolves around a central point. The
participants in the outer branches of the star communicate their message to a central
authority, who then distributes the messages to other participants. This structure is
particularly good at solving problems. However, a disadvantage would be if there was a
problem with the central point it would affect all of the branches.
The Circle Structure
In a circle structure different sections and departments can communicate with any two
others show in the diagram below. The circle structure is less concerned with hierarchy
than the chain structure, so the circle does not have the authoritarian weight found in
the chain. The main problem with this type of structure is that the decision making can
be slow due to lack of co-ordination.
The All Channel Structure
The all-channel structure allows each participant to communicate directly with every
other participant. It provides the best solution to complex problems due to its
participatory style, and more open communication system. A disadvantage of this
structure would be due to the lack of a central authority it can lead to communication
overload and can slow decision making.
Language and Grammar Importance in Communication
If you want to excel as a communicator, you not only need the skills of verbal and nonverbal
language, you also need to know the rules of correct grammar, sentence
structure, punctuation, and spelling. If you have bad grammar or you have many
spelling mistakes it doesn’t look professional towards the business and it gives the
impression that you cannot be bothered spell checking and making sure it’s right. Also,
if grammar is used incorrectly it can sometimes lead to communication being
misunderstood. Punctuation is key when writing an email. If you do not use full stops
or commas it just looks like one big sentence and it will be difficult to understand.
Make sure that you structure your sentences correctly. It is much easier to understand
if you paragraph each topic you’re writing about. Choosing the appropriate tone in
business writing is important, especially if you are writing to someone from another
culture. It is often better to be formal and conservative when communicating rather
than risking insulting your reader.
Task 2
Strengths and Weaknesses of an Organisations Communication System
Numerous pathways, channels or media can be used to convey messages within
organisations. Below are some communication systems that are used in my workplace
and their strengths and weaknesses.
My company’s communication systems strength and weaknesses
Email Updates – Every week we receive an email with any updates from management.
They mostly include information with in the business and any requests or
improvement you may wish.
Strengths – This keeps everyone up to date with what’s going on in the business and
you are able to receive the email instantly with all colleagues in the email so if
someone was to reply we would all see it and therefore we can work as team to come
up with different ideas for improvements.
Weaknesses – Not everyone may see the email even if it has been sent to them due to
the amount of emails they receive and with everyone replying to the email it may be
confusing when people are suggesting different ideas.
Skype Group – We use Skype every day in my workplace and it is very easy to
communicate.
Strengths – It is very easy to work Skype and if you need an instant response from a
colleague it is perfect for that. Also, we create group chats so everyone in the
workplace can communicate together and instantly.
Weaknesses – Skype requires the internet to be working so sometimes in can be quite
slow. Also, you may be missed from being added to the group therefore you won’t be
able to know what’s going on and be kept up to date.
Employee Survey – Once a year we are able to anonymously voice our opinions on how
we feel about the workplace such as the changes being made and the procedures.
Strengths – It is anonymous therefore no one will know what you have put so you can
have your honest opinion also it helps the company see if there’s any problems or
concerns within the workplace.
Weaknesses – As it is anonymous, if you was to want more information on why they
have put whatever they had wrote you wouldn’t be able to. Also, there may be a
misunderstanding of the questions.
Key Strengths and Key Weaknesses in the Organisations Communication System
I feel the key strengths in my organisations communication system is the Employee
Survey. The reasons for this is because all of the employees can express their opinion
and how they feel about the workplace. It is anonymous so no one will know whose
put what and that makes people but what they really think or feel. Furthermore, after
a few weeks of management reading the responses you are able to see a difference
which shows they care about what we have put and they are trying to improve each
time.
I feel the weakest form of communication system in my organisation is Email Updates.
Due to some people not receiving the email or not responded we don’t get a response
from everyone therefore, it’s not a team decision and some people may be against
what’s been put forward. Also, you may only see the email 2 hours or so after it’s been
sent and you are having to catch up on what’s already been send and you may miss
something.
Improvements to an Organisations Communication
Taking into account the weaknesses in the communication system I have added some
suggestions for improvement.
I believe that in my workplace we don’t communicate enough as a group regularly to
discuss what’s happening over the next few weeks or if anyone has any problems or
suggestions. As it is a small business I think coming together every 2 weeks will benefit
everyone. As we’re all together we can discuss what’s coming up and if anyone has any
questions or isn’t sure about something as a group we can all make sure everyone
understands. I also think it benefits the quiet people who may not want to say they
don’t understand but because it’s explained well they may understand it better. Don't
assume that just because you know something that the whole organisation also knows
or has the same understanding. For example, if you offer special pricing to a top
customer and neglect to inform the salesperson who handles the account, it could
prove to be an embarrassing situation for the salesperson who discovers the
information from the customer instead of you.
Another improvement I would suggest is as a small business everyone has certain jobs
to do and time scales for them to be done in. By requiring employers to provide the
manager a weekly written status report, they’re able to determine what they
accomplished during the week as well as what they have planned for the following
week. This gives you a basis for discussion when we come together every 2 weeks as
well as helps you monitor their progress on any uncompleted projects. Having
everything planned you are able to see if you will be busy and whether you need to
hand over some work to another colleague as things have to be done within a time
scale. Therefore, colleagues won’t feel stressed that they have too much work and
shows you can trust other colleagues to get your work done