Communication Skills - Essay Example

Communication Skills Name: Lecturer: Course: Date: Table of Contents Table of Contents 2 Introduction 3 Part 1 3 Internal communication in organisation 3 1.1 Explain the process of communication 3 1.2 Appropriate use of different modes of communication 4 1.3 Barriers to effective communication in organisations 5 How Organisations Communicate with Customers 6 2.1 Formal communication systems used by organisations to communicate to customers 6 2.2 Effectiveness of using social media to communicate with customers 7 2.3 Images organisations portray through communication 8 Part 3 9 Factors that Impact Effectiveness of Communication 9 3.1 Impact of Personal relationships on Effective Communication 9 3.2 Impact of non-verbal communication on oral communication 10 3.3 Impact of technology on oral and written communication 11 3.4 Review of use of conventions in written communication 11 Part 4 12 Presenting Oral Information Effectively 12 4. 1 Oral Presentation Design 12 4.2 Present Complex Oral Information 14 4.3 Use Technology to support Presentation 14 4.3 Assessing Effectiveness of Own Communication 15 Part 5 15 Communicating effectively in Writing 15 5.1 Communicating complex information in writing 15 5.2 Documenting a meeting 15 5.3 Using charts and graphs to convey quantitative data 16 5.4 Review written communication 16 Conclusion 16 References 17 Introduction Communication is the transmission of a message from a sender to a recipient in a way that can be understood. This paper reports an assessment of internal communication in the organisation, how organisations communicate with customers, factors that impact effectiveness of communication, presenting oral information effectively and communicating effectively in writing. Part 1 Internal communication in organisation 1.1 Explain the process of communication Communication process is the means towards effective communication. Communication process consists of four main components, namely encoding, message transmission, decoding and feedback. Two other essential factors in the communication process include the sender and receiver. In the communication process, the sender initiates the communication by encoding the information into symbols that convey the meaning. The sender then transmits the message using a channel or medium. The medium can be through letters, word of mouth, reports or memos (Lunenberg 2010). The message then enters into the decoding stage. Once the recipient receives the message, he will have to decode it to realise its meaning. Successful communication will be considered to have taken place once the receiver interprets the message as intended by the sender. Feedback is the final phase in the communication process. After the sender receives the message, he responds in a certain manner (Lunenberg 2010). 1.2 Appropriate use of different modes of communication Three modes of communication are available. These include interpersonal, interpretive and presentational communication (Prozesky 2000). Interpersonal mode consists of communication situations where individuals actively negotiate for meaning. Participants in the communication monitor and observe each other to check how meanings and intentions are interpreted. It is mostly used in conversations although negotiated dimensions are evident in writings and readings such as personal letters and emails. They are also used in interviews, in giving instructions, and expressing and comparing opinions (Cohan & Smith n.d.). Interpretive mode is centred on the pertinent cultural interpretation of meaning that happens through writing or oral form where there is no alternative to actively negotiating meaning with the speaker or the writer. It is mostly used in giving directions or instructions, such as in travel directions of cooking recipes. Presentational mode involves the creation of messages in a way that enhances interpretation by individuals of different cultures. It is significant in cases where a direct opportunity to actively negotiate the meaning does not exist. It can be used in summarising information from valid language artefacts or materials such as videos, internet or magazines (Cohan & Smith n.d.). 1.3 Barriers to effective communication in organisations Communication is essential for successful operation of an organisation. However, a number of barriers inhibit effective communication such as encoding barriers, transmission barriers, decoding barriers and responding barriers. Encoding barriers are varied and include obstacles related to organising symbols that convey a message. Lack of sensitivity to receiver may result to breakdown of communication when the message is not appropriately adapted to the receiver’s language skills or knowledge of subject (Cohan & Smith n.d.). An example includes sending schematic of the building to a new cleaning staff to interpret. Next, lack of basic communication skills is also a barrier. The recipient is likely to misunderstand a message if the sender fails to use precise or grammatically correct words. Information overload is also a barrier. For instance, too much information is likely to cause confusion. A common scenario is bombarding recruits with many instructions during orientation thus leaving them confused. Emotional interference is also a barrier. Forming opinions, prejudgments or being emotionally agitated during communication process may make one to be preoccupied with emotions to be able to receive intended message. Traditional barriers, also known as noise, are the obstacles that get in the way of effective transmission of message. Common traditional barriers include physical distractions, where a bad network may interfere with mobile phone communication. Others include conflicting messages, which may cause conflict in effective perception of the message. For instance, this may include cases where the supervisor demands for a report instantly without giving an employee enough time to research on proper information. Channel barriers include cases where the sender uses improper channel to send a message. Examples include cases where the supervisor gives detailed instructions over the phone that takes nearly an hour instead of sending an email (Abbasi, Siddiqi & Azim 2011). Decoding barriers include when communication break downs due to lack of interest on the part of the receiver, lack of knowledge or emotional distractions. For instance, when a supervisor proposes changes on how to conduct work while the employees do not like the supervisor, they may read the report with bias or fail to read. Responding barrier happens when the communication cycle is broken because of lack of feedback. This may happen where a project manager does not allow questions or interruption discussing the project. Hence, the team members may not understand what they should do. Part 2 How Organisations Communicate with Customers 2.1 Formal communication systems used by organisations to communicate to customers Formal communication systems within the organisation are those that occur through recognized or official channels in the organisation (Frater 2003). A business letter or emails can be sent to specific customers to inform them of certain formal arrangements. An organisation can send emails to particular customers to respond to their queries or to address their complaints. An organisation can also use a report to provide details of research and development activities to explain the level or product improvement. An organisation can use newsletters to inform customers of issues and events that have taken place in the organisation or the new products the currently offered (Frater 2003). 2.2 Effectiveness of using social media to communicate with customers Social media is a web- or mobile-based technology that turns communication to be more collaborative and interactive (Baruah 2012). It is an effective means of communicating with customers as it opens the much-needed non-confrontational means of customers to talk of their experience with a company, either negatively or positively. Customers are able to receive speedy feedback from the company. It also allows a business to address customer complaints first (Baruah 2012). Customers are also able to communicate about their preferences. This allows the organisation to change product design based on customer preference. Most product changes would therefore be based on customer feedback. Social media makes an organisation to be accountable, transparent and open as it offers an open platform of communication where customers can probe into company activities with the hope of getting some form of feedback (Baruah 2012). 2.3 Images organisations portray through communication Image is the mental map people have of an organisation. It helps a company to distinguish itself from others (Anon 2007). Employees influence corporate reputation. A company's public relations and positive performance and outcomes cause images of steadfastness and consistency. Employees can influence stakeholders through the images they project. For instance, internal messages and values that are not consistent with the values expected by customers may portray an image of inconsistency and unreliability (Anon 2007). A company may also have a positive image if it adopts a proactive strategy with the consumer and the media. Use of press releases that speak well of the company may portray an image of effective management (Barker & Angelopulo 2005). A company may have an image of reliability through its consistent innovation and perception. An image of integrity may be portrayed by how the media presents an organisation as well as how the company related with the media. A company can use a logo to build its corporate image or to preserve its image, traditions or innovativeness. A company or retailer can also use slogan to portray its image of being trendy, upscale, fashionable or chic (Barker & Angelopulo 2005). Part 3 Factors that Impact Effectiveness of Communication 3.1 Impact of Personal relationships on Effective Communication Personal relationships may be enhancers or barriers to effective communication. Personal attitudes can influence effective communication since while an individual may be confident in expressing himself to people he closely interacts with, the same case may not apply when expressing himself to strangers. This happens mostly in interviews, where some individuals fail to express themselves due to fear and apprehension. Some people deliberately manipulate information to make it more favourable to the receivers whom they want to please. For instance, employees may manipulate information by telling the boss what he wants to hear so as not to sever a loose relationship. This distorts upward communications. In general, the more the levels an organisation structure has, the greater the chances of filtering (Abbasi, Siddiqi & Azim 2011). Selective perception due to interpersonal relationships also affects effective communication. Receivers may choose to hear or read a message based on their motivation, emotions and relationship with the sender. When they expect the information would not favour their interests, they may choose not to listen or to read (Abbasi, Siddiqi & Azim 2011). 3.2 Impact of non-verbal communication on oral communication Non-verbal communication comprises the use of body language and may involve pitch, voice, pacing, body movement or any other similar aspect rather than a spoken word. These types of communication affect oral communication. Important message that body language can convey include the level in which individuals like each other and perceive status between the receiver and the sender of the message. While the specific meaning of a certain body movement may be unclear, non-verbal communication may either enhance or complicate verbal communication. For instance, while it may not be possible to interpret words spoken in foreign language, the meaning can be understood by interpreting the tone, gestures or other body movement. Additionally, an individual who reads a meeting’s verbatim minutes may not understand the impact of what somebody said in the same way he could if he watched the captured video of the meeting. In some instances, certain expression of emotion verbally may misinform although nonverbal communication can contradict the message. This specifically happens during a criminal investigation process where interrogators check for contradictions in verbal and non-verbal communication. Further, high-context cultures such as Saudi Arabia, Vietnam and China tend to rely more on subtle situational cues and nonverbal communication, where what is not said may be more significant that what is said. 3.3 Impact of technology on oral and written communication The impacts of technology on the written and oral communication comes as mixed blessings. On a positive note, technology has eliminated many barriers to communication. Emails and mobile phones have eliminated geographical barriers making it easier, speedier and more reliable to talk and write to someone in real-time across the globe. Translation of texts from foreign languages using web browsers or other software has helped improve quality of written communication (Warschauer 2007). On a negative note, technology has eliminated the charm of traditional methods of oral and written communication. Lengthy letters and face-to-face communication have disappeared, and have been replaced by chatting, texting and phone calls. Lack of face-to-face communication has meant that people lose their non-vernal grasping power, while lack of letter writing has meant that individuals lose persuasive writing skills (Warschauer 2007). 3.4 Review of use of conventions in written communication Convention refers to the surface feature of written communication, such as usage, mechanics and sentence structure or formation. Their primary significance is to make it easier for the reader to understand the written message (Cali & Bowen n.d.). Mechanics refer to the conventions of written communication that lacks in oral communication. It includes capitalisation, spelling, paragraphs and spelling. While the writers have to be conscious about spelling, paragraphs or punctuations, the same does not apply to speakers who would be more focused on intonation (Cali & Bowen n.d.). On the other hand, usage is a convention of both spoken and written word. It includes the subject-verb-agreement, verb conjugation and the word order or semantics. In the same way an individual should abide by grammatical rules or verb tense while writing, so the same should apply in verbal communication. Sentence formation is essential the structure of the sentences or the ways in which clauses or phrases are used in forming complex or simple sentences. In written communication, words and sentences may be restructured. Indeed, given the physical nature of writing, writers can rearrange, combine and form related ideas into a single sentence. This however does not apply to spoken word, as sentence cannot be altered once spoken (Cali & Bowen n.d.). Part 4 Presenting Oral Information Effectively 4. 1 Oral Presentation Design To show effective communication of oral information, an oral presentation design is formulated. Overview Oral communication is designed for project team Analyzing the situation The project board favours certain engineering design. Given the extra work issues and the additional expenses, the project team is less favourably inclined to adopt the design. The audience has split views on the significance of the design. Analysis of the audience The audience has to respond in a way that is desired. They must therefore be persuaded, informed and instructed. The audience has to be understood, their educational background, their attitudes, technical expertise, preferred communication channel, knowledge on the design and status in the organization. Goal of presentation The presentation is centred on convincing the audience to adopt the design approved by the project board. The goal is also to report the project status. Choosing Content Information on is researched based on analysis of audience. Information that appeals and convinces the audience is selected. Narratives will be used as they are crucial for retaining audience attention. Oral Presentations Each team member will be given 8 minutes of presentation time. Three minutes of interaction or commentary will be permitted after each presentation. Visual aids such as PowerPoint and handouts will be used. Final presentation will include overview of the project and whether goals have been met, problems with original design and reasons why the new design should be adopted. 4.2 Present Complex Oral Information The speaker should use plain language rather than terminologies. Complex information should be broken down into understandable nuggets. Technical terms should be explained and clarified. 4.3 Use Technology to support Presentation Visual aids that can be used include PowerPoint, handouts, blackboard with an outline, charts, statistics, videos or drawings. In using them for presentation, much information should be avoided on one visual, boldface type should be used, and fonts should be limited. 4.3 Assessing Effectiveness of Own Communication Assessing effectiveness of own communication can be ensured by examining the level of feedback or response. Attentiveness of the audience shows that the receivers understand the message. The level of interaction during oral presentation with the receiver also shows the recipient understands the message. Part 5 Communicating effectively in Writing 5.1 Communicating complex information in writing In communicating complex information, it is essential to organise information in a way that ensure the most important points are communicated first to increase interest. A plain language should also used in place of jargons. Complex information should also be broken into simple and easy to understand chunks. Technical terms should be defined. Further, ample white space should be provided to make pages easy to read (Warschauer 2007). 5.2 Documenting a meeting Documenting a meeting involves preparing agenda and writing minutes. Meeting agenda should be prepared and distributed to audience before the meeting. The document should clarify objectives of the meeting and enhance effective contribution and provides focus and direction for discussion (Rebori n.d.). In writing minutes, the best format depends on what is being discussed. Basic information includes date of the meeting, members in attendance, issues discussed and location of meeting (Rebori n.d.). 5.3 Using charts and graphs to convey quantitative data Charts and graphs condense huge amounts of quantitative data making them easy to understand. Selecting either of the two depends on their purposes and the information they should present, the variables to be included and whether data should be conveyed as frequencies, categories or percentages (CDC 2008). 5.4 Review written communication In reviewing written communication, several dimensions are examined. First, the type of content and structure are scrutinised to check for coherence, proper grammar, punctuations and typography. The scope of writing is also examined to establish the extent of research. Authenticity of the written communication is also examined to establish its authority and reliability (Cohan & Smith n.d.). In this case, the strength of written communication lies on the strength and authenticity of information sources used. Conclusion Communication describes the transmission of a message from a sender to a recipient in a way that can be understood. Three modes of communication are available. These include interpersonal, interpretive and presentational communication. Communication is essential for successful operation of an organisation. However, a number of barriers facing effective communication include encoding barriers, transmission barriers, decoding barriers and responding barriers. Formal communication systems within the organisation are those that occur through recognized or official channels in the organisation. A business letter or emails can be sent to specific customers to inform them of certain formal arrangements. Social media turns communication to be more collaborative and interactive. It is an effective means of communicating with customers as it opens the much-needed non-confrontational means of customers to talk of their experience with a company, either negatively or positively. Personal relationships may be enhancers or barriers to effective communication since personal attitudes determine the level in which a person shows interest in a communication. 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