There was a breakdown in communication between Vicky Smith and her employer regarding her work schedule. Vicky was not informed that she was expected to work the early morning shift from 4am to noon after her training ended. When she reported at 8am as usual, her supervisor criticized her for being late. Vicky could not work the early shift due to childcare responsibilities. The case highlights issues with downward communication from management to Vicky regarding schedule expectations.

1. MANAGING COMMUNICATIONS
HUMAN BEHAVIOR IN
ORGANIZATION

2. To understand:
 The two-way communication process
 Barriers to communication
 Factors leading to effective communication
 Downward and upward communications
problems
Learning Objectives

3. Introduction
 Communication is ...
an ever-present activity
how people relate to one another
necessary for the health of organization
 Communication travels..
upward, downward, laterally
 Listening and humility are important
parts of the communication process

4. Communication Fundamentals
Communication is the transfer of information
understanding from one person to another
person
 The goal is for receivers to
understand the message as it was
intended
 Two people are required

5. There is no communication until a message is ...
 received
 interpreted
 understood
Communication Fundamentals

6. The Importance of Communication
Organizations cannot exist without
 Coordination of work
 Input to management
 Instructions
 Cooperation
 Feelings and needs

7. The Importance of Communication
If there is no communication,
Employees cannot know what their co-
workers are doing,
Management cannot receive information
inputs,
Supervisors and team leaders cannot give
instructions.

8. Two Way Communication Process

9. Two Way Communication Process
DEVELOP AN
IDEA
the sender wishes to transmit
STEP 1

10. Two Way Communication Process
ENCODE
The process of conversion of subject
matter into symbols.
STEP 2

11. Two Way Communication Process
TRANSMIT
Method used to exchange /
transmit the message
STEP 3

12. Two Way Communication Process
receive
The initiative transfers to the
receiver who tunes into the
received message.
STEP 4

13. Two Way Communication Process
decode
The process of conversion of
subject matter into symbols.
STEP 5

14. Two Way Communication Process
accept
The process of conversion of
subject matter into symbols.
STEP 6

15. Two Way Communication Process
use
The process wherein the
receiver will use the
information receive.
STEP 7

16. Two Way Communication Process
Provide feedback
Receiver acknowledge the message
and responds to the sender.
STEP 8

17. Communication Barriers (Noise)
emotions, values, and poor listening,
psychological distance..
occurs in environment..
arise from limitations in the
symbols..
PERSONAL
PHYSICAL
SEMANTIC
TRANSLATION
INFERENCE
JARGON
SLANG

18. 3 Communication Symbols
 Social cues – positive or negative bits
of information that influence how people
react to a communication
 Readibility - the process of making
writing and speech more
understandable.
 used to clarify word communication
 known as nonverbal communication
handshake, smile, facial reaction
WORDS
PICTURES
ACTION

19. Impact of Barriers on the Communication Process

20. Organizational Communication

21. Occurs when information flows down the
hierarchy from superiors to subordinates.
elaborately planned meetings
powerpoint presentations
Downward Communication
open to true dialog with employees
sensitive to human needsManagerswho
communicate
successfullyare...
Flashymethodsof
communicationbut
oftenineffective..

22.  Develop a positive communication attitude
 Get informed
 Plan for communication
 Develop trust
 Communication overload
 Acceptance of communication
- quality is preferable to quantity
Downward Communication
PREREQUISITES
PROBLEMS

23. Questioning
Listening
Employee meeting
Open-door policy
Management by walking around
Participation in social groups
Upward Communication
Consists of messages from subordinates to
superiors and is more subject to distortion.
UPWARD
COMMUNICATION
PRACTICES
DIFFICULTIES
Delay
Filtering

24. Stop talking!
Put the talker at ease
Show that you want to listen
Remove the distraction
Empathize with the talker
Be patient
Hold your temper
Ask relevant questions
Stop talking!
Guidelines for Effective Listening

25. Lateral Forms of Communication
Cross-communication
Boundary spanners
Networking
Ombudsperson
Electronic communication
Electronic mail
Blogs
Virtual offices
Other Forms of Communication

26. Informal Communication

27. The Grapevine
Co-exist with the formal communication system
Includes all information communication
Can be both inside and outside organization
Informal Communication

28. Lateral Forms of Communication
Often used as a synonym for “grapevine”
Information communicates without verification
Generally incorrect
Prompted by interest and ambiguity
Subject to filtering and elaborating
Types of Rumor
Historical and explanatory
Spontaneous and action-oriented
Positive or negative
Rumor

29. Case: A Breakdown in Communication
Vicky Smith is a single
mother with three
children

30. She was hired as an order-entry clerk
for a trucking firm.
Her first two weeks on the job were
spent in a special class from 8:00 A.M.
to 4:00 P.M., where she learned how
to sort, code, and enter the orders on
the computer.
Case: A Breakdown in Communication

31. An instructor worked with her constantly
at first, and then less frequently as she
gained skill and confidence.
Vicky was happy to have the job and
enjoyed her work schedule.
When the training was completed, she was told
to report to the order-entry department the
following Monday.
Case: A Breakdown in Communication

32. When she was first employed,
either Vicky failed to read and
understand the printed information
about her regular work schedule or
perhaps the recruiter forgot to tell
her that she was to fill a spot in a
special shift that worked from 4:00
A.M. until noon.
Case: A Breakdown in Communication

33. In any case Vicky failed to
report to work on the early schedule
on the first day of the regular work.
When she did arrive at 8:00 A.M. her
supervisor criticized her for lack of
responsibility.
Case: A Breakdown in Communication

34. Mrs. Smith responded by saying
that she could not work the early shift
because she had to prepare her
children for school, and she
threatened to resign if she could not
work on the later shift.
Case: A Breakdown in Communication

35. Because of the heavy workload
and a difficult labor market, the
supervisor needed Vicky to do the job,
yet had no room for her in the 8:00
A.M. to 4:00 P.M. shift.
Case: A Breakdown in Communication

36. 1. Analyze the communication problems in this case. Discuss ideas
such as upward and downward communication, listening and
feedback.
2. Explain how you would handle the employment situation at the end
of the case. What ideas from the lesson could be applied to help
resolve this problem?
Case: A Breakdown in Communication
Questions??