The Information Level of the Communications Hierarchy - Case Study Example

1. Communication is the transfer and understanding of meaning. According to Athanasios (2005) interpersonal communication is usually with intent to influence or motivate. Understandable messages are sent through a channel of a sender to the receiver. Successful communication also means that the transmitted message should be properly decoded. This is a key factor in the cohesion of a group of people working together to achieve common objectives. Communication can take place in organization in written, spoken, through emails or through the telephone. For effective communication, managers need to understand the purpose of the message. This would ensure the right message at the right time and place. According to Bovée and Thill (2000), the three basic functions of business communications are “to inform, to persuade or to collaborate….” but Lowell adds another two functions which include to acknowledge and to empathize. Thus there are five levels and functions of the communications hierarchy (cited in WOC, 2004). Nevertheless, distortion in sending and receiving messages occur in all forms of communication. The information level of the communications hierarchy is very important. Instructions are passed on between different levels. Usually information flows from the top level to the middle level. The top level seldom interacts with the freshers or the junior level employees. For a communication to be effective it must be received and understood and only then it can produce resultant action (Kalla, 2005). Effective communication can take place when the participants achieve a shared understanding, stimulate others to take action and encourage people to think in new ways. According to the Social Presence Theory face-to-face is the richest form of communication (WOC, 2004). This conforms to Lowell’s perception that human beings demand acknowledgement. While it is an act of courtesy or cultural norms to nod at a person or smile, it also conveys a feeling of acknowledgement and belongingness. While conversation builds relationships, it can also cause damage as the content of the message can be distorted to any extent. The receiver may not be able to assimilate or utilize information and the conversation is least likely to remain pure. In verbal communication there could be problems like the message is not clearly understood because of other factors like the body language, tone of voice and emotions (Baird, 2007). The main message can be lost as people tend to get distracted by the other factors. Misunderstandings can arise and there could be loss of interest in the message. At the same time, the receiver may not be able to understand the language or interpret the tone of the message. This is why for sharing news, views and letting off steam face-to-face communication becomes important. Spoken language cannot be used to transmit corporate information. This has to be in hard copy which is document and carries evidence of circulation. If corporate information and policies are transmitted verbally, they could be denied when people want to shirk responsibilities. Baird (2007) believes that if verbal communication is a failure, chances are that written communication would be no better. Words can water down the message and confuse the reader. Negative words and phrases can earn a negative response. Improper use of grammar, misplaced clauses and subject/verb agreement are other common problems that change the intended meaning of the message. Spoken communication over the telephone also has barriers because empathy and motivation cannot be communicated over the phone. The group leader or the line manager uses empathy to provide motivation or emotional support. It also helps to promote understanding between members working on a particular project. This requires the line manager or the project manager to be a good listener. Stronger work ties enhance communication. The facial expression and the use of body language for communication cannot be used as the sender and receiver cannot see each other. Emails hold business records, pass on information give instructions and collect reports. One of the barriers that could arise is that managers do not check their email regularly and important information could remain unattended. Secondly, for effective communication the attitude of the employees has to be cohesive, which very often lacks in organizations. Draft Letter Fallowfield Nurseries and Garden Centre Red Well Lane, Thurston Bridge Near Ripon N. Yorks. RP27ZK Saturday, May 17, 2008 XYZ Haughty Lane RP27ZD Dear Gardener: FLOWERING SHRUBS WEEK 2nd to 9th April Life is a Garden and if the garden is well maintained, the beauty of the innerself emerges. We are a large garden centre catering to the needs of every age of gardeners. We are dedicated to producing the finest quality shrubs. To make our discerning gardeners aware of the latest shrubs available we are holding the Flowering Shrub Week from 2nd to 9th April or the garden enthusiasts. We encourage the gardeners as well as the enthusiasts to come over and learn how pleasurable gardening can be. For the enthusiasts we have all the necessary gardening tools and equipments to get them started. For the experienced gardeners we offer exclusive varieties of shrubs and special rates through the week. There will be something for everyone and hence please come in large number with families. For the young enthusiasts there is the tea room and for the children play area has been demarcated. The elderly can browse over the gift shop and get something really interesting food stuff for friends. A truly wonderful ambience awaits you! Walk around the garden, get lost and discover your self!! A unique experience in a unique ambience!!! For Fallowfield Nurseries and Garden Center Marketing Manager Leaflet Flowering Shrubs Week 2nd to 9th April It’s fun time! So come with the family!! There will be paved walkways and dirt walkways; there will be a little dirt here, a little mud there and lots of plants everywhere!!! Enjoy 20% discount all the week and choose from a wide variety of herbaceous and bedding plants. Select from a range of tools and equipments. To relax after the walk around, satisfy your taste buds with hot and cold organic snacks and beverages. Take back exclusive gifts for friends and family - wide range of homemade food stuff and handcrafted household items have been kept. Get lost watching the amazing world of Honey bees - watch them at work from close quarters. The fun never ends - just answer the question below and get included in a lucky-draw to win a collection of three shrubs of your choice!! Have hours and hours of fun from 0900 hrs till 2000 hrs Monday to Friday. Relax over the weekend and join us at 1000 hrs on Sunday while on Saturday we are available from 0830 hrs till 2000 hrs. Contact for details: Fallowfield: 01948 736493 Tear off slip ============================================================================================================ Q. What is the difference between a shrub and a tree? A. Contact no: Name: (Complete this slip and drop it in the box kept at the reception. Results will be announced at the end of the Week). ============================================================================================================ Ismail and Dhaji, Solicitors. Prospect House, Easr Road. Ruckstone, Leicestershire. LE53PT May 17, 2008 Rocksolid Personnel Agency Castle Chambers, 6 Castle Square Churchfield, Leicestershire LE42BQ Kind Attn: Ms. Sophia Begum – Manager – Recruitment and Temporary Staff Placement Dear Madam, Sub: Staffing complaint We have been using the services of Rocksolid for a long time to find solutions to our problem of staffing. We have been associated for a considerable period of time but we have never faced the problem that has of late become chronic. It appears that your organization needs a very professional and capable staff team to maintain its prestigious image in the locality. We particularly would like to draw your attention to the temporary services of the secretary supplied by you – Ms. Debbie Daniels. Punctuality, efficiency and confidentiality are some of qualities that she lacks as a secretary. While she arrives late practically every morning, she enjoys an extended lunch session. She spends additional time over doing up her face. In addition she leaves much ahead of the scheduled time of closing on the pretext of catching the train back home. Hence, in effect, the work that she puts in is neither of the required quality nor does she devote the amount of time necessary as per our contract. The nature of her job demands high level of confidentiality and this is another area where we find her lacking. You would appreciate that being solicitors, we need highly qualified professional staff that are competent in every respect. This requires that we have efficient and educated staff that is diligent in their work output. We have been fulfilling our staffing needs for leave vacancy and sick leave vacancies through you but we have never faced this sort of problems earlier in our relationship. Of late however we have experienced such difficulties. We find steady deterioration in your services and we seek an assurance that this would not be repeated again. Kindly do not compel us to look elsewhere for our temporary staffing needs. We hope to receive better services in future. For Ishmail and Dhaji Office Manager References: Athanasios, L. (2005). Communication problems in professional sports: the case of Greece, Corporate Communications; 2005; 10, 3; ABI/INFORM Global, pg. 252 Baird, B. (2007). The Importance of Written Communication Skills. Available from http://www.indiangaming.com/istore/Jun07_Baird.pdf; accessed 16 May 2008 Kalla, H. K. (2005). Integrated internal communications: a multidisciplinary perspective. Corporate Communications: An International Journal Vol. 10 No. 4, 2005 pp. 302-314 WOC (2004). The Hierarchy of Communications. Available from http://www.wireone.com/html/learning/whitepapers/hierarchy_of_communications.pdf; accessed 16 May 2008 Read More