Rick Marriner
Monday MBA 670
Double Journal Entries 5
Work Presented: Stephen P.
Robbins, 1998, Organizational Behavior - Chapter 9
"Communication" pp. 308-342 , New Jersey:
Prentice-Hall, Inc.
Objective Points |
Subjective Points |
| Summary: This chapter simply explains why the less the uncertainty in communication, the greater the satisfaction for both the sender and the receiver. This chapter discusses the functions of communication, the communication process and some communication fundamentals. | When I was a student I sailed to St. Petersburg, Russia in the spring of 1994. I was never so aware of the importance of communication. Speaking very little Russian, I was continually struggling to understand what was going on around me. After hours I would fall asleep exhausted, not from exertion of the physical nature, but from the mental anguish of trying to communicate. I was never so glad as to be back in the USA and relieved when I heard for the first time the non-Cyrillic intonation of good old American English. Good communication is satisfying, poor communication is frustrating. |
| Point 1: The communication process model includes 6 layers. The source, the encoding (translation into symbols), the Channel (medium), the decoding (the interpretation) and the receiver and, of course, their feedback. There are also, at every stage, chances for the message to be distorted. | In the same example as given above of my Russia experience, I can attribute the frustration to the failure in two major steps of the model. The encoding and decoding steps. Since language and writing were the major two mediums that I was exposed to the problems arose from the encoding and decoding of the message. The source was trying to send and the receiver was trying to receive. The channel was usually informal and the message was clear to the sender. The encoding, or the transfer of an idea into the Russian language and my trying to decode that language into something that I knew were the source of distortion that caused the communication to break down. |
| Point 2: Some communication fundamentals include the choice of downward, upward or lateral communication, the use of formal or informal networks, the use of non verbal communication, the choice of a communication channel and the barriers to effective communication. | The choice of a communication channel is, in my opinion, the most important fundamental of communication after ensuring that the method of encoding and decoding is similar (language and cultural barriers). Plotted against two spectrum the author provides a continuum of channel selections to optimize communication. Specifically in my job memos and flyers are used to send routine information that does not require feedback or will not raise questions. Letters to specific people curtail information a little better while electronic mail is quicker than a letter in providing additional information if the receiver needs to get back to me. The phone call and face to face meeting are the richest means of communication for getting across both verbal and non-verbal points and giving immediate feedback to the sender and receiver. |
| Point 3: The chapter uses a practice section to bring to light 8 factors that are common among a group of successful companies. These include commitment from the CEO and managers to do what they say, a commitment to two way communication, an emphasis on face-to-face communication, shared responsibility on all levels for success in communication, a proper method of tackling bad news, that the message is shaped for the intended audience and an understanding by all that the communication process is an ongoing process. | That communication is an ongoing process is the most important aspect of this chapter. The prior 7 attributes are all null and void if the communication process cannot adapt, adjust and overcome changes in the workplace. The key in our business of running ships in a safe and cost effective manner is good communication. When we first started the new company we were relying on slow batched email communication to get our information back and forth around the world. Because of delays and miscommunication we decided that it was worth the additional money to install equipment that would allow real time satellite communication at any time any where in the world. We learned that not all information has to be transmitted so quickly and that some requires no feedback (policy instructions or newsletters). Some messages, we found, were able to save a little money by sending via the old system . Our new procedure limited the old system to messages of a routine and clear nature. The new system was to be used when there was a need for a richer communication channel. So far it is working well. |
| Question: Is ineffective communication primarily the fault of the sender or the receiver? Why? | Assuming that the responsibility is not equal, who should be responsible for proper communication? If it is the sender then they need to work on their skills of communicating, if it is the receiver then they should work on their receiving/listening skills. |
Designed 08/18/98 |
© All Rights Reserved, MCE |