Effective Communication in the Workplace: Strategies and Techniques
Communication
Definition: The process by which a person (the sender) conveys a message to a recipient to achieve a certain goal.
Elements of Communication
- Message: The information, ideas, or feelings conveyed through gestures, looks, postures, or other means.
- Code: The set of symbols or signs used to express the message (e.g., verbal language, both oral and written).
- Sender: The one who initiates the message with an expected reaction from the receiver.
- Channel: The medium through which the message is transmitted.
- Context: The real-life situation in which communication occurs.
- Feedback: The receiver’s response to the sender after receiving the message.
- Recipient: The person receiving the message.
- Noise: Anything that distorts or interferes with the message.
Stages in the Communication Process
- Idea Formation: The sender decides what, how, and to whom to communicate.
- Encoding: The message is put into a specific language or code.
- Transmission: The sender chooses a communication channel and tries to avoid interference.
- Reception: The receiver gets the message.
- Decoding: The receiver interprets and understands the message.
- Feedback: The receiver responds to the sender.
Types of Communication
- By Direction: Vertical (upward and downward) and Horizontal.
- By Structure: Formal and Informal.
- By Code: Oral, Written, and Nonverbal.
Vertical and Horizontal Communication
- Vertical Ascending: Flows from employees to management to convey problems, complaints, and feedback.
- Vertical Descending: Flows from management to employees to give instructions and inform about objectives.
- Horizontal: Flows between employees at the same level to coordinate activities, solve problems, and make decisions.
Formal and Informal Communication
- Formal: Structured and scheduled communication within the company’s hierarchy.
- Informal: Spontaneous and flexible communication between employees, not necessarily following hierarchical levels.
Rumors
Ambiguous messages transmitted orally, often containing incomplete information and potentially causing negative effects.
Verbal and Nonverbal Communication
- Verbal (Oral): Transmitted through voice, allowing for immediate feedback and personal contact.
- Nonverbal: Includes body language, facial expressions, tone of voice, and visual signs. Reinforces or contradicts oral messages.
Difficulties in Communication (Barriers)
Obstacles that prevent the message from being correctly interpreted by the receiver.
Types of Barriers
- Personal/Psychological: Stereotypes, halo effect, selective perception, perceptual defense.
- Semantic: Misinterpretation of symbols due to language differences, jargon, or lengthy messages.
- Physical: Environmental interference affecting message transmission.
Techniques to Overcome Barriers
- Frequent feedback
- Clear and understandable information
- Omitting irrelevant information
- Using multiple channels
- Proper message preparation
- Active listening
Group Communication Networks
Structures within the company that facilitate message transmission among members.
Formal Networks
- Circle: Information is available to all, effective for problem-solving, but slower communication.
- Star: Facilitates leadership emergence, effective but centralized.
- Chain: Communication flows linearly between individuals at different hierarchical levels.
- Multiple Channels: All members communicate with each other.
Informal Networks
- String: Information is passed sequentially from one person to another.
- Gossip/Rumors: Information spreads randomly and informally.
Communication in the Workplace
Aims to coordinate tasks, motivate employees, and improve behavior through information exchange and interaction.
The Communication Plan
A management tool to facilitate the achievement of business objectives.