Overview of chapter 1
'[Communication is] the use of verbal and non-verbal communication between people trying to create shared meaning.' (Yoder, Hugenberg & Wallace 1996)
To start you thinking
Think about the all the communication interactions you have experienced over the last 24 hours, for example, conversations with family, friends, colleagues, watching the television, reading a letter, writing an e-mail. How effective was the communication? Did you understand what the other person was saying? Did they understand you? How were your listening skills? Did you tend to 'switch off' or become bored with the interaction? Did you tend to judge other people as you were listening to them?
Do your responses indicate room for improvement in your communication skills?
Effective communication centres on our ability to relate with others and is an essential aspect of all relationships whether they be personal or business related. In this course we are primarily concerned with business communication; however, many topics covered will aim to provide effective communication concepts applicable to all contexts. Effective and efficient communication is just as essential to the successful operation of any organisation as it is to the 'operation' of successful personal relationships.
Communication is used in every aspect of business: in meetings, discussions, interviews, e-mail and teleconferencing. It is essential if we are to influence, inform, control and inspire.
Effective communication in the business world, as in our personal relationships, occurs when the intended meaning of the sender and the perceived meaning of the receiver are the same. Good communication takes longer than no communication; but it takes no longer than poor communication, and the overall savings to the business in terms of resources, particularly time, are enormous.
'Good communication is essential for all members of an organisation to ensure they work together to achieve organisational goals. For example, at the management level managers assume a variety of roles that may affect the achievement of organisational goals. Some of these are: figurehead, leader, liaison, monitor, disseminator, spokesperson, entrepreneur, disturbance handler, resource allocator, and negotiator.' (Mintzberg in Bartol, Martin, Tein & Matthews 2000)
Based on these roles, amongst the many types of communication competencies that a manager needs are leading small-group discussions, motivating employees, conducting interviews, resolving conflict, solving problems and making decisions, speaking effectively, liaising with the public, fostering a team approach, having good listening skills, gathering and analysing information, persuading and negotiating.
This chapter introduces the communication process and begins to explore the complex nature of the communication process. As you work through the chapter take time to work through the suggested activities. They have been included to consolidate your learning.
Learning objectives
On completion of this chapter you should be able to:
- define communication
- describe different forms and types of communication
- describe and review key models and approaches in communication
- identify barriers to communication and methods to overcome the barriers
- explain the importance of communication in today's workplace.
Topics
- 1.1 Overview of communication
- 1.2 Forms and types of communication
- 1.3 Communication models and theories
- 1.4 The role of perception in the communication process
- 1.5 Communication barriers
- 1.6 Communication in the Workplace
In your text
Read Chapters 15, 17, 18 and 19 in your text by Dwyer, J. 2005, Communication in Business: Strategies and Skills, 3 rd edn, Pearson Education Australia, Frenchs Forest , Australia .
