The exchange of information between two or more people makes communication possible. However, effective communication is where this exchange is such that the information transmitted by the sender is absorbed and understood by the receiver in exactly the same way as it was intended. In short, it is the transfer of mental maps. As opposed to effective communication, ineffective communication is as its name implies the transfer of information which is understood and interpreted by its audience (receiver) in not the same way as is intended by its sender. Be it personal or professional life, the art of effective communication eases a mans life in many different ways. According to Norman Allen, Skill in the art of communication is crucial to a leaders success. He can accomplish nothing unless he can communicate effectively. When it comes to communication at the workplace, in the form or internal or external communication, be it individual, team, departmental or organization wide communication each has its own implication and importance. In this paper, however, the importance of effective communication with respect to basic principles of communication at work, formal and informal communication and the dimensions of cultural communication. would be discussed.
Basic principles of communication at work
For effective communication to take place, some basic principles and guidelines need to be taken into consideration. When doing verbal or written communication, the usage of words should be comprehensible, substantial and strong (Adler 2007,p42). Archaic and clichd words should be avoided as much as possible to make the message through in an effective manner to the desired audience. Messages should be toned down in a positive manner with even the most negative statements carrying with them a tone of neutrality so as not to attract aggression and retaliation from the opposite end and leaving behind feelings of reverence and thoughtfulness on both the sides (Davidson 2001,p12). For this great care should be taken when delivering bad news messages which should precede a neutral stance or a positive remark before delivering the bad news message in the most considerate and benign manner taking into consideration the need of a human for his self-esteem to be given due regards. For instance a negative phraseology such as We regret that we cannot hire you until you require the professional sales skills and training required when replaced by a positive phrase just by shuffling a few words You will be hired immediately following the learning of professional sales skills and training.
Sentence construction has to be done in a very precautious manner with due emphasis given on brief and to the point statements. Business letters and memos should be a minimum of 1 line and an average of 4-5 lines whereas reports should have sentences with a minimum of 2lines and an average of 7-8 lines (Nathaniel 2002). For instance a statement like this He was very expressive in his complete repudiation of the newly prepared proposal when replaced by the statement He firmly rejected the new proposal makes the message more understandable leading to more effective communication.
Passive sentences should be replaced by active ones such as Most letters are keyed by the CEOs secretary should be replaced by The CEOs secretary keys in most letters. Logical flow of ideas between sentences and paragraphs in written communication should be stressed upon to get the message through in an effectual way to give unity to the preceding and proceeding paragraphs in a logical manner with due emphasis and coherence given to each paragraph. Non verbal cues and body language determine behavioral pattern.
Gender biased language such as the use of words like business man chairman, manmade, workmen should be avoided and rather replaced by words like businessperson, chairperson, manufactured and workers respectively.
Formal and informal communication
These principles have to be kept into consideration when doing any form of communication be it formal or informal. Formal communication is the transmission of information and messages through properly structured and organized channels. It is mostly found to be in black and white (Greener 2001,p71). Formal communication methods include meetings, coaching or training to employees, conferences, interviews, company news bulletins, emails, policies, procedures, manuals, reports, special purpose publications etc. For example, the selection of the companys board of directors requires the company to conduct a proper meeting. This is where formal communication comes in where formal channels of communication are used and everything is recorded in detail for future further record maintenance as an evidence of its existence and importance. Here, managers and executives owe the responsibility for most part of the formal communication (Adler 2007,p51). Authoritative relation in the organization is sustained in the organization which also assists in the fixation of responsibility therein. However, at times formal communication may at times also prove cumbersome and might be a source of causing distortions.
Informal communication, on the other hand, is not based on any set procedures and channels of communication and is built around the social interaction of people in the organization. It is mostly used for discussions or dialogues between employees and management where issues to be discussed are of an informal nature. Such a channel of communication transmission should be used where there is a dire need for initiatives to be taken into hand and where issues to be are of a confidential nature and no evidence can be kept of it. On the other hand, it is also essential to be used in circumstances where the matter to be discussed will not be made clear to the receiver unless it is properly discussed due to the nature of complexity of it(Holtz 2004,p83). For example, an employee amidst a serious problem at work approaches his supervisor for the purpose at hand that has a few informal talks and discussions to discuss the matter at hand. No witness or evidence of the conversation takes place neither is it recorded somewhere in black and white. Even the method and channels of communication used are informal. It therefore enables people to come up with innovative ideas and plans and encourages them to take initiatives into their hands. However, informal communication has the problem of validity and reliability of information and cannot be recalled with assurance as it is not recorded anywhere except in mind.
The dimensions of cultural communication
No matter how much the basic principles of communication are kept into consideration, the process will only be effective when special focus is done to remove the barriers and perceive cultural differences that hinder the communication process in accomplishing its desired goals(Adler 2007,p73).
For a business seeking to enter a new market, or aiming to hire cross cultural employees(for instance in case of multinationals), special insight is required for various cultures wherein some cultures that value long term orientation believe in frugality, long term planning and diligence whereas some cultures believe in short term orientation that believes in celebration and living for the day spirit. These long term orientations are said to be associated with the Confucian values.
Careful study and in depth analysis towards the multi cultural dimensions aids in predicting the expected actions of nations, groups, societies and teams. For example, Germans like to have closed door rooms and offices whereas Americans see such an arrangement as being cold and unfriendly. However, there is reasonable evidence to trust their likelihood of predicting behaviors on an individual level. This is the most challenging part for businesses wherein they have to keep in mind the fact that various cultures provide diverse ways of seeing, hearing, thinking, understanding and interpreting the world around them. The likelihood of misunderstandings, misinterpretations and confusion accelerates when even though the same language is used but it gets communicated in varied ways due to different things meaning differently to different cultural groups.
For instance, time is among the meaning and interpretation of time is the most significant one among various cultures. West believes in time being a quantitative force, and measures it in units to suggest its march of progress (Holtz 2004,p44). Past is thought of as history which can not be changes now wherein future is what man should work hard for. In the East, however, time is believed to have unlimited continuity. Birth and death are not looked upon as absolute ends wherein life continues to go on.
According to various authors such as Stella Ting-Toomey there are three ways of culture interference with the effective cross-cultural understanding. Cognitive constraints is one among the three where world views provide a background to all information and compares it. Behavior constraints are where it is recognized that there are different rules as per different cultures that impinge verbal and non verbal communication at the workplace (Adler 2007,p84). Emotional constraints is the third factor which believes in the display of varied emotions by different cultures. Such are the barriers in effective communication which can only be overcome by awareness programs, coaching and training and in-depth studies of various cultures. For instance, In the US, self confidence and masculinity are portrayed if a short handshake is done. However, for Africans, a limp handshake is what is the right way to do it (Holtz 2004,p24). Furthermore, it is widespread for a handshake in Africa to last several minutes but in the U.S it is interpreted as familiarity and warmth.
As a matter of fact, if businesses today wish to survive in the modern day business environment when competition is cutthroat and need of the hour is to appear distinctive from competitors in positive ways, businesses must ensure its utmost need to have an effective communication system with proper channels, co-ordinate well both between its internal and external stakeholders. If the dimensions of cultural communication along with the basic principles of communication at work are taken into account as discussed above then both formal and informal communication processes would benefit at work leading to efficient and effective communication at the workplace.
Basic principles of communication at work
For effective communication to take place, some basic principles and guidelines need to be taken into consideration. When doing verbal or written communication, the usage of words should be comprehensible, substantial and strong (Adler 2007,p42). Archaic and clichd words should be avoided as much as possible to make the message through in an effective manner to the desired audience. Messages should be toned down in a positive manner with even the most negative statements carrying with them a tone of neutrality so as not to attract aggression and retaliation from the opposite end and leaving behind feelings of reverence and thoughtfulness on both the sides (Davidson 2001,p12). For this great care should be taken when delivering bad news messages which should precede a neutral stance or a positive remark before delivering the bad news message in the most considerate and benign manner taking into consideration the need of a human for his self-esteem to be given due regards. For instance a negative phraseology such as We regret that we cannot hire you until you require the professional sales skills and training required when replaced by a positive phrase just by shuffling a few words You will be hired immediately following the learning of professional sales skills and training.
Sentence construction has to be done in a very precautious manner with due emphasis given on brief and to the point statements. Business letters and memos should be a minimum of 1 line and an average of 4-5 lines whereas reports should have sentences with a minimum of 2lines and an average of 7-8 lines (Nathaniel 2002). For instance a statement like this He was very expressive in his complete repudiation of the newly prepared proposal when replaced by the statement He firmly rejected the new proposal makes the message more understandable leading to more effective communication.
Passive sentences should be replaced by active ones such as Most letters are keyed by the CEOs secretary should be replaced by The CEOs secretary keys in most letters. Logical flow of ideas between sentences and paragraphs in written communication should be stressed upon to get the message through in an effectual way to give unity to the preceding and proceeding paragraphs in a logical manner with due emphasis and coherence given to each paragraph. Non verbal cues and body language determine behavioral pattern.
Gender biased language such as the use of words like business man chairman, manmade, workmen should be avoided and rather replaced by words like businessperson, chairperson, manufactured and workers respectively.
Formal and informal communication
These principles have to be kept into consideration when doing any form of communication be it formal or informal. Formal communication is the transmission of information and messages through properly structured and organized channels. It is mostly found to be in black and white (Greener 2001,p71). Formal communication methods include meetings, coaching or training to employees, conferences, interviews, company news bulletins, emails, policies, procedures, manuals, reports, special purpose publications etc. For example, the selection of the companys board of directors requires the company to conduct a proper meeting. This is where formal communication comes in where formal channels of communication are used and everything is recorded in detail for future further record maintenance as an evidence of its existence and importance. Here, managers and executives owe the responsibility for most part of the formal communication (Adler 2007,p51). Authoritative relation in the organization is sustained in the organization which also assists in the fixation of responsibility therein. However, at times formal communication may at times also prove cumbersome and might be a source of causing distortions.
Informal communication, on the other hand, is not based on any set procedures and channels of communication and is built around the social interaction of people in the organization. It is mostly used for discussions or dialogues between employees and management where issues to be discussed are of an informal nature. Such a channel of communication transmission should be used where there is a dire need for initiatives to be taken into hand and where issues to be are of a confidential nature and no evidence can be kept of it. On the other hand, it is also essential to be used in circumstances where the matter to be discussed will not be made clear to the receiver unless it is properly discussed due to the nature of complexity of it(Holtz 2004,p83). For example, an employee amidst a serious problem at work approaches his supervisor for the purpose at hand that has a few informal talks and discussions to discuss the matter at hand. No witness or evidence of the conversation takes place neither is it recorded somewhere in black and white. Even the method and channels of communication used are informal. It therefore enables people to come up with innovative ideas and plans and encourages them to take initiatives into their hands. However, informal communication has the problem of validity and reliability of information and cannot be recalled with assurance as it is not recorded anywhere except in mind.
The dimensions of cultural communication
No matter how much the basic principles of communication are kept into consideration, the process will only be effective when special focus is done to remove the barriers and perceive cultural differences that hinder the communication process in accomplishing its desired goals(Adler 2007,p73).
For a business seeking to enter a new market, or aiming to hire cross cultural employees(for instance in case of multinationals), special insight is required for various cultures wherein some cultures that value long term orientation believe in frugality, long term planning and diligence whereas some cultures believe in short term orientation that believes in celebration and living for the day spirit. These long term orientations are said to be associated with the Confucian values.
Careful study and in depth analysis towards the multi cultural dimensions aids in predicting the expected actions of nations, groups, societies and teams. For example, Germans like to have closed door rooms and offices whereas Americans see such an arrangement as being cold and unfriendly. However, there is reasonable evidence to trust their likelihood of predicting behaviors on an individual level. This is the most challenging part for businesses wherein they have to keep in mind the fact that various cultures provide diverse ways of seeing, hearing, thinking, understanding and interpreting the world around them. The likelihood of misunderstandings, misinterpretations and confusion accelerates when even though the same language is used but it gets communicated in varied ways due to different things meaning differently to different cultural groups.
For instance, time is among the meaning and interpretation of time is the most significant one among various cultures. West believes in time being a quantitative force, and measures it in units to suggest its march of progress (Holtz 2004,p44). Past is thought of as history which can not be changes now wherein future is what man should work hard for. In the East, however, time is believed to have unlimited continuity. Birth and death are not looked upon as absolute ends wherein life continues to go on.
According to various authors such as Stella Ting-Toomey there are three ways of culture interference with the effective cross-cultural understanding. Cognitive constraints is one among the three where world views provide a background to all information and compares it. Behavior constraints are where it is recognized that there are different rules as per different cultures that impinge verbal and non verbal communication at the workplace (Adler 2007,p84). Emotional constraints is the third factor which believes in the display of varied emotions by different cultures. Such are the barriers in effective communication which can only be overcome by awareness programs, coaching and training and in-depth studies of various cultures. For instance, In the US, self confidence and masculinity are portrayed if a short handshake is done. However, for Africans, a limp handshake is what is the right way to do it (Holtz 2004,p24). Furthermore, it is widespread for a handshake in Africa to last several minutes but in the U.S it is interpreted as familiarity and warmth.
As a matter of fact, if businesses today wish to survive in the modern day business environment when competition is cutthroat and need of the hour is to appear distinctive from competitors in positive ways, businesses must ensure its utmost need to have an effective communication system with proper channels, co-ordinate well both between its internal and external stakeholders. If the dimensions of cultural communication along with the basic principles of communication at work are taken into account as discussed above then both formal and informal communication processes would benefit at work leading to efficient and effective communication at the workplace.
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