INTRODUCTION

Upward Communication- Meetings and suggestion boxes are two forms of upward communication channels.

Horizontal Communication - Horizontal or lateral communications take place between people at the same level in the organization. A work group engages in horizontal communications as do department heads when they have their weekly meeting.

Diagonal Communication- Diagonal communications take place between people at different levels in the organization and also in different departments. Perhaps an employee in one department calls the H.R. director to ask about a transfer--an example of diagonal communication.

Communication Networks

• Network Patterns
• Network Analysis

Barriers to Communication

Communication breakdowns (Barriers) may occur at any place in the system. They may be the result of improper techniques on the part of the sender and receiver.

Sender-caused Barriers

• The sender is not clear about the goal for the message.
• The sender incorrectly assumes that the receiver has the knowledge necessary to understand the message and its intent
• The sender uses a communication medium not suited for the message.
• Frankly some senders don't realize that some messages are better transmitted face to face; others, in writing or with use of illustrations, pictures, etc.
• The sender does not provide a chance for receiving feedback to see if the receiver understood the message.
• Many times the sender does not interpret feedback correctly or fails to clarify message on the basis of feedback from the receiver
• Finally, the sender could use language which causes the receiver to stop listening, reading or receiving.

Receiver-caused Barriers

• Often the receiver is a poor listener, observer or reader; therefore, misinterprets the meaning of the message.
• Many times the receiver jumps to conclusions.
• Many receivers hear or see what he/she wants to hear or see.
• Finally, receivers might reject a message that contradicts their own beliefs and assumptions.

Other Barriers

• Noise, temperature, and other physical distractions can be important barriers to communication.
• Distance (inability to hear or see message being sent).
• Employee-supervisor relationship (influences due to roles and personality differences).

Overcoming Barriers to Communication

• Repetition
• Empathy
• Understanding
• Feedback
• Listening

Barriers exist at every stage in the communication process, and they are considered to be noise or interference.

• Low Motivation and Interest: The message must appeal to a need of the receiver.
• Inappropriate Language: Language can be inappropriate and can therefore create barriers.
• .Defensive Communication: People tend to receive messages in such a way as to protect their self-esteem, including the denial of contrary information.
• Filtering: Much filtering takes place because people at lower levels want to protect themselves.
• Insufficient Nonverbal Communication: If nonverbal communication does not supplement verbal communication, messages may not be convincing.
• Information Overload: Many people receive so much information that they are overwhelmed.
• Poor Communication Skills: Many messages fail to register because the sender lacks effective communication skills.
• Electronic Communication Problems: Among the many problems are the impersonality of e-mail and voice mail and the blitz of information created by online services. Electronic communication should be supplemented with face-to-face communication if relationship building is important.