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Administrative Office Management, 8/e by Zane Quible

The Communicating Process

Administrative Office Management, 8/e by Zane Quible

Learning Points

(A) Elements of the communication process. (B) The flow of communication.

Small vs. Large group communication.

(A) Non-verbal communication. (B) Barriers to effective communication. (C) Development of listening skills.

Application of the communication process.

Administrative Office Management, 8/e by Zane Quible

“Communication in organization: Why, what, when, and how?”

Administrative Office Management, 8/e by Zane Quible

Variables Affecting the Communication Process

1. Nature of the message

2. Background of sender

3. Background of receiver

4. Relationship between sender and receiver

5. Time of day

6. Unusual circumstances of those communicating

Administrative Office Management, 8/e by Zane Quible

The Communication Process

Sender

Receiver

Message

Channel

Feedback

Noise

Encoding

Decoding

Administrative Office Management, 8/e by Zane Quible

Encoding

Is a process that involves

translating the thoughts or

information into words,

signs, or symbols.

Decoding

Occurs when the receiver

interprets the message

and gives it meaning

from his or her own

perspective.

Administrative Office Management, 8/e by Zane Quible

3 Communication Flows

(Info flow and Interaction flow)

Upward

(Bottom-up)

Downward

(Top-down)

Horizontally

(Less formal: Among peers)

Administrative Office Management, 8/e by Zane Quible

Downward (Top-down) Communication

Is used by administrative office managers to:

1. Keep their subordinates informed.

2. Give them job-related instructions.

3. Provide subordinates with feedback

regarding their job performance.

Administrative Office Management, 8/e by Zane Quible

Factors to Consider in Selecting Appropriate

Downward Medium

Permanency of record

Immediacy

Need for evidence of understanding or feedback

Formality

Administrative Office Management, 8/e by Zane Quible

Factors That Affect the Success of

Downward Communication

1. Appropriateness of communication channel

2. Timing and clarity of the message

3. Attitudes of those involved in the communication

process

Administrative Office Management, 8/e by Zane Quible

Upward (Bottom-up) Communication

Is used by employees to convey to their supervisors

their feelings, ideas, aspirations, and attitudes

Administrative Office Management, 8/e by Zane Quible

Variables That Affect the Success of

Upward Communication

1. The nature of the relationship between the

subordinate and the manager.

2. The quality of the subordinate’s presentation

of the message.

4. The timeliness of the message.

5. The extent to which the substance of the message

is useful.

3. The extent to which the content of the message

is positive or negative.

Administrative Office Management, 8/e by Zane Quible

Horizontal Communication

Takes place

between

individuals of

equal hierarchical

rank and is more

informal than

either downward

or up communi-

cation.

Small Group Activities

Administrative Office Management, 8/e by Zane Quible

Functions of Horizontal Communication (QC circle)

1. It helps employees fulfill their socialization

needs.

3. It helps others better understand individual and

departmental responsibilities.

4. It helps individuals solve their own problems

before others have to become involved.

2. It helps employees and departments coordinate

their activities with one another.

Administrative Office Management, 8/e by Zane Quible

Reasons People Join Small Groups

Security

Power or Strength

in Numbers

Ready Access

to Advice

Morale

Support

Administrative Office Management, 8/e by Zane Quible

Nonverbal Cues Impact the Communication

Process By:

Confirming:

These cues confirm a verbal message.

Replacing:

These cues replace spoken words.

Contradicting:

These cues contradict the verbal

message, adding an element of

confusion to the communication

process.

Emphasizing:

These cues support the verbal

message.

Administrative Office Management, 8/e by Zane Quible

Nonverbal Communication is Expressed By

Body Language

Paralanguage

Proxemics

Time

Administrative Office Management, 8/e by Zane Quible

Body Language Involves

Gestures

Kinesics

(posture)

Occulesics

(facial expressions)

Eye contact

Tactilics

(touch)

Administrative Office Management, 8/e by Zane Quible

Barriers to Effective Communication

1. Taking things or people for granted.

2. Incorrect assumptions regarding subordinate

interest.

3. Characteristics of upward, downward, and

horizontal communication.

4. Semantics (word meanings).

5. Perception of something.

Administrative Office Management, 8/e by Zane Quible

Effective Communications & the Decision-Making Process

(Bounded rationality & Incomplete Information)

1. Defining and limiting the problem (or situation).

2. Analyzing the problem (or situation).

3. Defining criteria to be used in evaluating various

solutions.

4. Gathering the data/information.

5. Identifying and evaluating possible solutions.

6. Selecting the best solution.

7. Implementing the solution.

Administrative Office Management, 8/e by Zane Quible

Steps in the Nominal Group Technique

Listing

Recording

Voting

Discussing

Final Voting

Administrative Office Management, 8/e by Zane Quible

Sources of Conflict --- How to SOLVE?

2. Incompatibility of goals.

3. Organizational reward systems thought to

treat some unfairly.

4. Changes in the organizational environment.

1. Limited resources that must be shared.

Constructive Conflicts

5. Personal issues.

Administrative Office Management, 8/e by Zane Quible

Types of Change Confronting

Administrative Office Managers

Planned Change

Is proactive

Is a result of careful planning,

developing, and implementing

Reactive Change

Is forced change

Is a result of events that make change necessary

Administrative Office Management, 8/e by Zane Quible

Effective Communications & Steps Involved in Implementing Change

1. Recognize the need for change.

2. Plan the change.

3. Recommend a plan.

4. Decide about the plan.

5. Implement the plan.