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COMMUNICATION

Chapter 11

Foodservice Organizations, 8e

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Communication Process

Foodservice Organizations, 8e

Gregoire

The process of communication starts when the sender wants to transmit information to the receiver.

The sender has a message, an idea, a fact, or some other information to transmit to someone or some group.

This idea may have simple or complex meaning to the sender.

Meaning is an abstract concept that is highly personal.

The sender must encode the information to be transmitted into a series of symbols or gestures.

The encoding process is influenced by the content of the message and the familiarity of the sender and receiver.

After the message is encoded, it is transmitted through the appropriate channel.

Channels in an organization include meetings, face-to-face discussions, memos, letters, e-mails, reports, and telephone calls.

Noise refers to all the types of interference that may distort or compete with the message during its transmission.

Examples of noise are the inability to hear the sender, who is speaking too softly, distortion of the message by extraneous sounds, and inattention of the receiver.

Communication may be one-way or two-way.

In one-way communication, the sender communicates without expecting or getting feedback from the receiver; one-way communication takes considerably less time than two-way communication, but it is less accurate.

Two-way communication exists when feedback is provided by the receiver; feedback enhances the effectiveness of the communication process and helps to ensure that the intended message is received by allowing the receiver to clarify the message and permitting the sender to refine the communication.

Communication

Sender - The person who creates and transmits a message to another person or people.

Encode - Create a message and determine how it is to be sent.

Transmit - Send a message to one or more people (for example, in person, in print, or by using technologies like faxes, modems, phones, and so on).

Receiver - The person who gets the message from the sender.

Decode - Decipher the message that was received.

Interpret - Assign meaning to the message based on personal experiences

Foodservice Organizations, 8e

Gregoire

Communication

Listening/hearing

Hearing - A physical sense that is involuntary and passive and often done automatically without paying attention.

Listening - An active process that requires effort or attention from the listener; used to decode messages.

Foodservice Organizations, 8e

Gregoire

Interpersonal Communication

Assumption made in communication that message was transmitted and received accurately.

Interpersonal communication flows from individual to individual. The objective in interpersonal communication should be to increase the area of understanding. Ideally, the maximum overlap of “what was meant” and “what was perceived” is desired.

Foodservice Organizations, 8e

Gregoire

https://www.youtube.com/watch?v=D3a3fgUkw6c

Barriers to Communication

Hearing an Expected Message

Ignoring Conflicting Information

Differing Perceptions

Evaluating the Source

Interpreting Words Differently

Ignoring Nonverbal Cues

Becoming Emotional

Cultural Differences

Linguistics

Foodservice Organizations, 8e

Gregoire

Barriers to Communication

Sayles and Strauss and Chaney and Martin identified the following common barriers in interpersonal communication:

1) Hearing an expected message. Past experience leads one to expect to hear certain messages that may not be correct in some situations.

2) Ignoring conflicting information. A message that disagrees with one’s preconceptions is likely to be ignored.

Foodservice Organizations, 8e

Gregoire

3) Differing perceptions. Words, actions, and situations are perceived in accordance with the receiver’s values and experiences; different people react differently to the same message.

4) Evaluating the source. The meaning applied to any message is influenced by evaluation of the source.

5) Interpreting words differently. Because of the complexity of language, words have many different meanings.

6) Ignoring nonverbal cues. Tone of voice, facial expressions, and gestures may affect communication.

Foodservice Organizations, 8e

Gregoire

7) Becoming emotional. Emotion will affect transmission and interpretation of messages.

8) Cultural differences. Differences in ethnic, religious, and/or social status may impact the understanding of a message.

9) Linguistics. Different languages, dialects, and accents spoken by the sender and receiver or use of a vocabulary by the sender that is beyond the comprehension of the listener may alter understanding of the message being sent.

Foodservice Organizations, 8e

Gregoire

Techniques for Improved Communication

Supplementary Channel - A secondary pathway used to transmit a message in another way to reinforce the message.

Foodservice Organizations, 8e

Gregoire

Techniques for improved communication are summarized in the figure above (see Figure 11-15 in text).

Using feedback can result in more effective communication because it allows the sender to search for verbal and nonverbal cues from the receiver.

Using several channels will improve the chances that a proper message is communicated.

Sensitivity to the receiver will enable the communicator to adapt the message to the situation.

Awareness of symbolic meanings can be particularly important in communication.

“It’s not what you say, but what you do” is another tenet for improving communication.

Using direct, simple language and avoiding jargon is another rule for improving communications.

Listening is basic to effective communication because receiving messages is as much a part of the process as sending them.

Organizational Communication

Formal Channels of Communication

The Authority Structure

Job Specialization

Information Ownership

Effective organizational communication involves getting an accurate message from one person to another.

Foodservice Organizations, 8e

Gregoire

Organizational Communication

The Formal Channels of Communication: Formal channels influence communication effectiveness in space

First, as organizations grow, the channels cover an increasingly larger distance.

Second, the formal channels of communication may inhibit the flow of information between levels in the organization.

The Authority Structure: The authority structure affects communication because of status and power differences among organizational members.

Foodservice Organizations, 8e

Gregoire

Organizational Communication

Job Specialization: Job specialization can be both a help and hindrance in communication; it facilitates communication within a work group because members speak the same jargon and frequently develop a group cohesiveness.

Information Ownership: The term information ownership means that individuals possess unique information and knowledge about their jobs; such information is a form of power for those who possess it, making them unwilling to share the information with others.

Foodservice Organizations, 8e

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Directions of Internal Communication

1) Downward: Individuals at higher levels of the organization communicate downward to those at the lower levels.

Most common forms are job instructions, policy statements, procedure manuals, and official publications of the organization.

Foodservice Organizations, 8e

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Examples of downward Communication

Written Examples

Circulars

E-mails

Handbooks

Letters

Memos

Newsletters

Reports

Oral Examples

Loudspeaker announcements

Town Hall meetings

Verbal instructions

Verbal orders

Verbal presentations

Foodservice Organizations, 8e

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Written Communication

Essential communications documents

Types of written communication that are necessary (fundamental) to carrying out the business of an organization.

Employee Handbooks - Written or online documents produced by organizations to provide information to employees relating to the organization’s mission, policies, rules, benefits, and so on.

Human Resource Policy and Procedure Manuals - Written or online documents used as a management tool to direct the actions of management relative to employee relations.

Departmental Policy and Procedure Manuals - Written or online documents specific to a department that guide the activities and work processes of that department.

Foodservice Organizations, 8e

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Directions of Internal Communication

2) Upward communication:

An effective organization needs open channels of upward communication. In large organizations, good upward communication is especially difficult.

Suggestion boxes, special meetings, and grievance procedures are examples for upward communication.

important because it provides employees with an opportunity to have a say in what happens in the organization.

Foodservice Organizations, 8e

Gregoire

Inter- and Cross-Cultural Communication

Acculturation occurs as one adapts or adjusts to a new and different culture.

Assimilation: Individuals are absorbed in a new culture and withdraw from their former culture

Integration: Individuals become an integral part of the new culture but maintain the integrity of their previous culture

Separation: Individuals keep their culture and stay independent of the new culture

Foodservice Organizations, 8e

Gregoire

Cultural Issues that Affect the Communication Process

Paralanguage

Chronemics

Proxemics

Oculesics

Olfactics

Haptics

Kinesics

Chromatics

Silence

Foodservice Organizations, 8e

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Cultural Issues affecting communication

Paralanguage: Paralanguage, the rate, pitch, and volume of the voice giving the message, can affect the meaning interpreted from that message.

Chronemics: Chronemics, attitudes about time, vary among cultures.

Proxemics: Proxemics, the physical space between individuals when they are communicating, also differs among cultures and may alter interpretation of the message being given.

People in the United States tend to need more space, for example, than do persons from Greek, Latin American, or Arab cultures.

Foodservice Organizations, 8e

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Proxemics

There are four zones of interaction:

Intimate zone (less than 18 inches, reserved for very close friends or business handshakes)

Personal zone (18 inches to 4 feet, used when giving instructions or working closely with another)

Social zone (4 to 12 feet, used for most business interaction)

Public distance (greater than 12 feet, very formal interaction

Foodservice Organizations, 8e

Gregoire

Oculesics: Oculesics is the use of eye contact during communication; in some cultures use of direct eye contact indicates listening; in others it is a sign of disrespect and bad manners.

Olfactics: Olfactics, or smell, can have a positive or negative nonverbal impact on the communication process.

Haptics: Communicating through touch or body contact is referred to as haptics.

Touch, when used appropriately, can convey support and trust; however, when used inappropriately, can be uncomfortable and create a sense of distrust and annoyance.

Foodservice Organizations, 8e

Gregoire

Kinesics: The use of body movements such as facial expressions, gestures, and posture in the communication process is often termed kinesics.

The “thumbs-up” gesture, for example, is used in the United States as a signal that everything is going well; that same gesture is considered rude in West Africa.

Chromatics: Colors have different meanings in different cultures and thus use of color can convey an unintended nonverbal message.

White, for example, is viewed as peaceful and pure in some cultures and is associated with mourning in others.

Foodservice Organizations, 8e

Gregoire

Silence: The duration and appropriateness of silence can be interpreted in different ways depending on the culture.

Long periods of silence are often not comfortable for U.S. businesspeople but are common in negotiations by Japanese businesspeople.

Foodservice Organizations, 8e

Gregoire

https://www.youtube.com/watch?v=idZR_OXim38