MODULE 2 -- Communication Latest Design

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COMMUNICATION: A CATALYST

FOR ORGANIZATIONAL

PRODUCTIVITY

2011

CONTINUING EDUCATION

IN-SERVICE TRAINING

WORKSHOP FOR NURSES

ORGANIZED BY:

CONTINUING

EDUCATION UNIT,

DEPARTMENT OF

NURSING SERVICES

OAUTHC, ILE-IFE.

Copyright 2011, Original Design and Property of Continuing

Education Unit, Department of Nursing Services, OAUTHC, Ile-Ife.

All Rights Reserved. Any form of Reproduction or Mass Photocopy

without Authorized Permission is highly prohibited.


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MODULE TWO

EFFECTIVE COMMUNICATION: A CATALYST FOR ORGANIZATIONAL PRODUCTIVITY

3.1.0 INTRODUCTION

It is crucial to note that communication is an age-long concept. More so, any interpersonal and official relationsh

solely depends on its effectiveness. Productivity of any profession or organization can be enhanced throug

effective communication.

This Course Unit is designed to give every participant an in-depth understanding of this vital concep

communication; its functions and barriers to its effectiveness.

3.2.0 OBJECTIVES

The objectives of the course unit are to:

3.2.1 Discuss COMMUNICATION extensively and enumerate its vital role in an organization.

3.2.2 Apply the principles of effective communication to real life scenarios as an essential tool in professional practice.

3.2.3 Prove effectively the use of communication model as a catalyst for team co-ordination and organization

productivity.

3.3.0 EXPECTED OUTCOMES

At the end of this training session, participants should be able to:

3.3.1 Define in concise details, the meaning of communication using specific keywords.

3.3.2 Identify the elements or components of communication.

3.3.3 Describe the communication process model.

3.3.4 Discuss benefits of effective communication as a catalyst to optimal productivity in an organization.

3.3.5 Identify the barriers and possible solutions to effective communication.

3.3.6 Learn the fundamental secrets that managers can practically use in promoting team spirit and motivatin

employees for optimal productivity in an organization.

3.3.7 Learn and apply the rules of communication in conversations, negotiations, and counseling sessions especial

during nurse-patient interactions.


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3.4.1 WHAT IS COMMUNICATION

According to William J.S. (1981);

Communication originated from the Latin word communis meaning common. It therefore connotes that on

communicates to create commonness in ideas.

Rita Uday (1979);

Communication is the process by which one person (or a group) shares and imparts information to another perso

(or group), so that either people (or groups) clearly understand one another.

Microsoft Encarta (2010);

Communication is the process of sharing ideas, information, and messages with others in a particular time an

place.

Wikipedia Online (2011) gave a comprehensive definition as thus;

Communication is the activity of conveying meaningful information.

3.4.2 ELEMENTS/COMPONENTS OF COMMUNICATION PROCESS

Message: The idea or information to be sent, which is encoded to portable form, transmitted via a medium (ormedia) and then decoded by the receiver.

Sender: The one who owns the encoded idea or information and sends it out to the intended receiver. Transmission: The route, port or channel through which the encoded idea or information is sent to the intended

receiver. It is also known as medium of communication which must be free of barrier or interference.

Receiver: The one who receives the encoded idea or information, decodes (interprets) the idea on the basis of hisexperience. The receiver (human or machine) also responds in one form or the other to the message received.

Feedback: The response, answer or reaction of the receiver. It reveals the level of understanding of the message,its acceptance or rejection by the receiver.

Noise: Newly included component of communication as most messages are sent along with sound waves.Therefore, noise is an interference that accompanies the communication process.NOTE: For a communication to be effective:

The message must be well encoded. The receiver must have open mind and be prepared at receiving the message. The channel of communication must be devoid of noise. The decoded message must be made closer to the encoded form (preserving its original interpretation).
http://en.wikipedia.org/wiki/Meaning_%28philosophy_of_language%29http://en.wikipedia.org/wiki/Informationhttp://en.wikipedia.org/wiki/Informationhttp://en.wikipedia.org/wiki/Meaning_%28philosophy_of_language%29


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3.4.3 FIGURE 1 : MODEL OF COMMUNICATION PROCESS

3.4.4 TYPES OF COMMUNICATION

The various types of communication are discussed below:

3.4.4.1 Verbal Communication

This is a form of communication expressed in oral or written form.

It can be used formally or informally for self expression and exchange of information, considering the medium o

channel and the intended recipient(s).

(a) Oral or Vocal Communication The idea or information is conveyed through the speech organs producing

certain pattern of sounds.

It is often used in face-to-face deliberations, interviews, telephoneconversations, public speaking/speeches, group discussions, bedside ward

rounds, meetings or congresses etc.

Common media where oral communication is used are: Public AddressSystem, Radio, Television, and Internet.

Oral Communication could be classified as thus:

(i) Intra-personal communication: the idea or information is formulated be an individual, thsame idea is critically assessed, sieved and modified into a transmittable form. While doin

this, the individual may be soliloquizing the idea.

TRANSMISSION

,

SENDER RECEIVER

FEEDBACK


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(ii) Inter-personal communication: It is a face-to-face exchange of ideas or thoughts with anotheperson. It could also be via phone or other gadgets of communication. There is promp

response but there may not be record of the shared information.

(iii) Group communication: sharing or exchange of ideas and information among members of group or organization. A typical example is group discussion or presentation sessions.

(b) Written CommunicationIt involves the use of some muscles to translate or express the ideas or thoughts into alphabetical symbols i

such a form that can be easily decoded by the receiver. The response may not be prompt but there

advantage of record especially for reference purposes.

Examples are: (i) Circulars, memos, invoices, orders, correspondence.

(ii) Examination papers, forms, questionnaires etc.

(iii) Personal or business letters, clinic appointment cards.

(iv) Reports, Queries, Essays.

(v) Telegrams, Short Message Service (SMS), Multimedia Message Service (MMS), e-mails.

3.4.3.2 Non-Verbal Communication

Ideals, thoughts or feelings are displayed by movements, gestures and postures.Hence, Non-verbal communication can be in any of the following forms:

(a) Body language: Message is sent through body shape, gestures, or facial expression (e.g. laughter, smilor frowning)

(b) Para-language: Message is conveyed by the tone of the senders voice and his countenance, rathethan any specific word choices (e.g. hiss, sigh, coughing, sneezing, dragging of feet etc.)

(c) Distance: Information or message may be sent through adjustment of gap between individuals.A lot of information could be deduced from the pattern of building design, room and seating arrangement, artifact

and objects in an organization or home environment.

There can also be personal distance, business distance, social distance and public distance.


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FIGURE 2 : TYPES OF COMMUNICATION

3.4.4 COMMUNICATION SYSTEM IN AN ORGANIZATION

3.4.4.1 ORGANIZATION

An organization is a stable system of individuals who work together to achieve, through a hierarchy of ranks an

division of labour with common goals. (Rogers and Rogers 1976)

For any organization to achieve its common goals there must be channels through which its members convey and receiv

ideas and information within the system directed at a particular individual, work group, associations, etc; addressing them

to appropriate quarters.

FIGURE 3 : COMMUNICATION SYSTEM IN AN ORGANIZATION

COMMUNICATION

NON-VERBALVERBAL

ORAL WRITTEN BODY LANGUAGE PARA-LANGUAGE DISTANC

INTRA-PERSONAL

COMMUNICATION

INTER-PERSONAL

COMMUNICATION

GROUP

COMMUNICATION

COMMUNICATION

SYSTEM

FORMALCOMMUNICATION

INFORMALCOMMUNICATION

VERTICAL HORIZONTALSEMI-VERTICAL

DOWNWARD

FLOW

UPWARD

FLOW


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FORMAL COMMUNICATION SYSTEM

This is the official channel or route approved in an organization for generation, sorting, analysis and disseminatio

of ideas or information.

It can be in the following forms:

(a) Vertical Communication System This is the flow of messages from top of the hierarchy to the bottom and vice-versa. An organization operates a downward flow of information when messages comes from the top of th

management and filters down to the least person in the hierarchy, vice-versa.

Messages or information in downward communication flow may include plans, decisions, policies, queriesdirectives, orders, instructions, warning, targets etc.

Also, an organization operates an upward communication flow when messages flow from a low profilindividual to a higher manager or the terminal head through an hierarchical order of organogram.

Messages usually sent through upward communication flow are comments on plans, reply lettersreactions to instructions or orders, staff appraisals, implementation reviews, statistical data collations etc.

(b) Semi-Vertical Communication System The information that concerns the lower-ranked members is being taken to and from the top

management by a legally recognized group.

Examples of such groups are: Trade Unions, NANNM, SSA, ARD, NMA etc. Such trade union serves as link between the management of the organization and the workers.

(c) Horizontal Communication System This is the flow of messages, ideas, thoughts or information among members of an organization, who

are on the same rank or work group.

Channels may include face-to-face chat, meetings, committee report, memorandums, public notice,press release, billboard posters or handbook documents.

INFORMAL COMMUNICATION SYSTEM

It is the unofficial channel or route through which information about an organization is being conveyed. This system of communication is being influenced by proximity, attractiveness, similarity of values and

social characteristics of individuals.


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Such information filter through either of the following modes:o Rumour :

Unofficial and unproven message sent and/or being spread though interpersonal channeof oral communication.

It cannot be traced to a clear source. It is inaccurate and made to be malicious. It is unproductive to the organization, because it negatively influences group morale and

disrupts team collaboration efforts.

o Grape Vine : It has positive taste unlike rumour. Its sources may be traced to excitement, loyalty, informal conversation, insecurity, etc. No one signifies to be responsible for the spread. May be relatively accurate but not precise.

3.4.5 BARRIERS TO EFFECTIVE COMMUNICATION

(a) Human Barrier

Language disparity especially in form of professional terms or jargons. Wrong timing Message overload or cumbersome information. Individual personality, attitude, value, feelings, past experiences and biases. Filtering and distortion (e.g. a stammer) Gate keeping vetting, suppressing or unnecessarily boosting information. Short circuiting --- bypassing the key individuals along the line, leading to confusion and

disgruntlement.

(b) Structural Barrier

Geographic location of buildings or landscapes. (e.g. IHU at Ile-Ife and WGH at Ilesha)

Architectural designs and citing of building (e.g. SERVICOM office located at far away Phase IV inOAUTHC)

Arrangement of facilities within the buildings e.g. maintenance building located beside theInfection Control Clinic.


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(d) Technological Barrier Technical errors in the communication gadgets Poor technical know-how. Power failure or network failure.

3.4.6 QUALITIES OF EFFECTIVE COMMUNICATION

Effective communication is characterized by the following:

Precision Purposeful Planned Understandable Correct Complete Candid Cautious

3.4.7 BENEFITS OF EFFECTIVE COMMUNICATION IN AN ORGANIZATION

(1) It enhances how people in an organization are linked together, to work in harmony to achieve the collectiv

goals.

(2) It enhances the spirit of team work, promoting intra- and inter-professional collaboration ultimately

boosting productivity of the organization.

(3) It serves as pool of experience, providing documentary evidence as a reference point especially in written

communications which can be filed for record purposes.

(4) Helps the management of the organization to be fully aware of the feelings or reactions of the employees

on certain policies thereby providing opportunity for rapid interventions and ammenments.

(5) It boosts the employees confidence, morale and productivity, thereby preventing conflicts and labour

strife leading to a more stable, reliable and smooth-running organization.

(6) It integrates employee and management functions for the attainment of the organizational goals.


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3.4.8 COMMUNICATION AND ORGANIZATIONAL PRODUCTIVITY

Effective communication is key to motivating employees. Organizations which concentrate on better

communications up and down the line will thrive. Hence, the Nurse manager must master the skill of effective

communication. When companies can communicate effectively, employees feel secure about their jobs, feel part o

a team, and feel accepted which helps them move on to really focus on their jobs.

When communication is lacking and employees are unmotivated, it will stifle the flow of insights, new ideas, andnew views on development. Nurse Managers should recognize the seven motivating factors below and keep in

mind that employee motivation is an ongoing strategy not just a one step process.

1. Have A Mission

Many companies create a mission statement which inevitably fails to make an impact. These mission statements

fail because companies do not communicate them enough to the employees. Basically, it should address the

following; 1) Why your organization exists, 2) what it wants to achieve, 3) what it expects of employees, and

4) what you will offer to customers.

People (and your employees) will respond better to a clear, compelling mission. Furthermore, a clear focus willalign employees and create a corresponding organizational culture.

2. Know your people

Many people assume if they know what motivates them as an employee, then they know what motivates their

subordinates. That is a total misconception. Everyone is motivated by different factors.

That is why it is really important to observe your employees and make employee motivation an ongoing strategy. I

you are still not sure what motivates your employees, just ask them!

3. Get RealThe most successful human resource departments have genuine concern for their employees. This means that

human resource programs should be developed with the employee in mind, not just the organizational strategies.

Developing human resource programs which motivate employees should not seem too over the top or

manipulative in the sense of getting something out of employees.

If a program seems to only be in place to get something from employees, they wont buy it for a second.

While these motivational approaches work temporarily, companies should stick to using the basic organizational

principles. These include listening to employees, satisfying their needs, fair treatment, compensation based on

performance, and positive reinforcement to motivate them.

Listening encourages employee acceptance and backing. Studies also suggest that a powerful motivator for

employees is recognition. Any type of personalized recognition from managers will positively reinforce employees

Basically, managers can create a positive atmosphere for their department but how they treat their employees is

what truly matters.


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4. Expect the Best

People tend to live up to expectations. Always expect the best from your employees and try to challenge them

once in a while! Employees that know they are accountable for their assignments will work harder.

Give them instructions of how you see their work and do not beat around the bush. If you say you want the best,

they will do whatever they can in reasonable limits to provide it. Managers whose expectations are lower will

receive the bare minimum.

5. Cut Out Fear

The most successful companies allow for upward feedback. Many employees have a fear of opposing managers an

of giving (and receiving) constructive criticism. American culture today predicates employees need to be liked

which in turn makes communication less direct than what it should be in fear of giving their honest options.

Employees also need to feel free to express any concerns or conflicts they are having without turning it into an

even greater issue. Another thing to consider is more informal communications; formal roundtables can sometime

create resistant and scrutiny within an organization if the culture does not fully align with direct feedback

communications.

When you can provide managers with useful observations about what their employees have said they can get a

picture of what needs to improve and where they shine. Because managers are so busy in the completion of work

tasks, they can sometimes overlook how they are being perceived by their employees and how their

communication style is.

When you can give a manager honest feedback about how they are being perceived and what their role

expectations should be, you will eventually be seen as a trusted advisor and welcome managers to actively seek

feedback. Make sure your work environment encourages direct, open, and honest feedback, up and down the

organizational structure without having consequences.

And know how to channel and address information once you receive it! This will keep things on track.

6. Provide Development Opportunities

Once you have provided your managers and employees with feedback about what needs to be improved, you mus

provide the resources for them to learn. Companies should provide opportunities for coaching and educational

learning for employees at all levels such as seminars, conferences, and communication exercises.

Make some of these opportunities mandatory, your employees will thank you later when they are able to help

themselves instead of asking others. Ultimately, employee motivation is about being able to build relationships

and know how to maintain them.

Once companies are able to satisfy employees basic needs they can begin to really focus on helping an employee

self-actualize to their fullest potential. That being said, give employees a flexible work atmosphere where they can

find out what they are truly good at and what they enjoy. No one said that work had to be a chore, having at

environment in which motivation flourishes will give employees a common passion about their work.


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7. Celebrate Top Performance

Always reward the extraordinary achievements of your employees and consistently recognize their excellent

performance publicly with inspiring acknowledgements of their contributions to the overall success of the

organization. This means a lot and communicates the sincerity of the managers to promote quality service deliver

SUPPLEMENTARY INSIGHTS FOR FURTHER READING ON MODELS OF COMMUNICATION

A) Berlos Sender-Message-Channel-Receiver Model of Communication

B) Linear Communication Model

C) Interactional Model of Communication

D) Transactional model of Communication

SENDER

COMMUNICATION

SKILLS

ATTITUDE

KNOWLEDGE

SOCIAL SYSTEM

CULTURE

MESSAGE

CONTENT

ELEMENTS

LEXIS/LANGUAGE

STRUCTURE

CODES

CHANNEL

HEARING

SEEING

TOUCHING

TASTING

FEELING

RECIEVER

COMMUNICATION

SKILLS

ATTITUDE

KNOWLEDGE

SOCIAL SYSTEM

CULTURE

MODULE 2 -- Communication Latest Design

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