Communication. Raquel Sanchez Nadia Kapri Julie Maestas Gilbert Ramirez Cesar Romero

Transcription

1 Communication Raquel Sanchez Nadia Kapri Julie Maestas Gilbert Ramirez Cesar Romero

2 Communication is a skill that is essential for success. It is one of the most important skills to have when working in a business environment. You will be implementing your communication skills on a daily basis. Many companies today require employees to work in teams. This requires several individuals with different personalities and ideas to come together and accomplish a common goal (Robbins). Also, effective communication must be practiced when teaching others around you or serving customers. Managers must be exceptionally aware of using effective communication when leading, negotiating, or resolving conflict. Also, the modern workplace requires that you overcome cultural diversity and resolve conflict through effective communication. According to the job outlook in 2005 with the Association of Colleges and Employers, communication was the number one quality employers looked for when hiring new employees. Followed by communication was; honesty/integrity, interpersonal skills, strong work ethic, and teamwork skills. If you look closely to the other four desired traits, your can see that effective communication is a factor in most of these other qualities (Ronald). We as humans have the mental capacity for three methods of communication. First, we have oral communication. To illustrate, this is the central manner in conveying a message. Included in this method of communication are; speeches, one-on-one discussions, and informal rumor mill (grapevine). Next, there is written communication. For example this would be things such as letters, memos, and reports. Finally, we have nonverbal means to convey a message. Including; body movements, facial expressions, and even

3 distance. Much communication is nonverbal, so one must be careful of their body language (Robbins). Previously, we discussed the importance of communication. One question that must be addressed is, how does it occur? In fact, communication involves a formal process. To explain, there is a person at one end known as the sender. This person passes their intended message by encoding. Next, the message passes through a channel which can be formal or informal. Also, this message will encounter noise as it travels through the channel. The message is then received by the second party. Now, the second party must decode the message and give feedback which will start this process all over again (Robbins). One explanation I must give you is the difference between a formal and in formal channel. First, we have the formal channel of communication. To explain, these systems are designed by management to organize the authority chain, or chain of command, within a company. In comparison, we find the informal channel of communication. This can best be described as patterns or spontaneous interactions among employees based on friendship, proximity, or personal interest. Both of these channels are common means of passing information along in the global workforce (Robbins). Now that we have an understanding of formal and informal channels, we must find which channel is best to use to convey the message. Face to face communication is usually preferred among those who work together closely. However, it would not be practical to travel several miles to those who are further away. You can also communicate by telephone, , or written messages.

4 When communicating face to face or by telephone, the advantage is that communication is instant and your channels will contain less noise. However, when two individuals are not available for simultaneous communication other means must be used. To elaborate, this is when we find voice mails, s, and written messages to be most convenient and effective. One drawback is that communication channels are not as precise or clear by these means. Also, employees may consider using multiple channels when trying to pass a message (Ronald). Keep in mind the organizations culture in the use of media, such as what is preferred in the organization (Ronald). To explain, some will favor face to face meetings while others will be satisfied with online discussions. One thing to be aware of is that communication has direction. In explanation, there are three categories we place on communication direction. First, there is downward communication. This occurs when there is a dissemination of information from a higher lever group to a lower level (A boss to employees). Next, there is upward communication which occurs when the distribution of information or knowledge flows from lower level groups to higher levels (employees to boss). Finally, there is lateral communication which occurs when messages are interchanged among members of the same level group (employee to employee). (Robbins) When working in an organization, barriers in communication must be overcome and understood. Examples of communication barriers include; filtering, selective perception, emotions, language, silence, gender differences, and information overload. Filtering and selective perception are communication

5 barriers that can be avoided. For example, filtering takes place when the sender purposely maneuvers information in order to persuade the receiver to see the desired perspective of the sender. In contrast, selective perception arises when a receiver sees and hears wheat they prefer according to their desires. Also, the lack of communication, or silence, is avoidable at the communicator s discretion. Finally, language barriers in the work place can distort intended messages. For example, words have different meanings to different people so a person s intended message can be easily misinterpreted (Robbins). While processes, barriers, channel use, and even the direction of the communication have an effect on company employees, management, and one can even say, at a corporate level, when utilized properly it can be both effective and efficient. In order to see these effects we conducted an interview with Brian Bulko, store manager at Well Fargo located at Lee Trevino and Vista del Sol. Through a series of questions we were able to gather a clear vision of the communication directions, channels used and preferred in the location, how the departments interact with one another, importance of communication with employees and customers, barriers in the branch, and overall sense of success through its communication of the company. The direction of communication for Wells Fargo, according to Brian Bulko, follows a chain of command flow, or downward communication, in which commands are remitted from regional manager to district manager to store manager, and eventually to platform and tellers side of the company. This kind of communication is vital due to the importance of company goals. An example of

6 the company goals can include daily morning warm ups which are an informal meeting at the beginning of the day to inform the employees of the goals for the day, and get feedback on the thoughts of personnel and improvements on processes. As well as using downward communication the company applies upward and lateral communication in the entire network of employees. Upward communication is used in the company in order to inform upper management of anything going on in the company, such as conflict among employees, and facts, such as financial position. Lateral communication does occur in Wells Fargo, especially in the hiring process, such as management interacting with Human Resources in order to select a future employee (Brian Bulko). Whether the communication is going up, down, or lateral, the company decides in which manner, either formal or informal, and the channel that is preferred and used. According to Bulko, communication between all levels of management tends to be formal and uses mainly , teleconferencing, and meetings. While Mr. Bulko agrees that teleconferencing is practical due to the amount of people and distance between everyone involved, it does have its drawback, such as having to endure an extremely long meeting through the phone (they can last up to 3-4 hours), having to wait your turn to voice concerns or speak about your matters in a particular subject, being away from day to day events or work due to the time constraint of such meetings. Informal communication is also a significant portion of the company as far as disseminating information, which is implemented by daily Morning Warm Ups and also Evening Cool Downs. Mr. Bulko actually acknowledge these forms of

7 informal communication to be more effective among his staff, because they provided a quick daily goal, everyday use of feedback, and gets employees interacting and taking personal pride over improvement. While the use of many channels and actively seeking information, collaboration, and interaction seems to work effectively in the Wells Fargo branch, it does not come with its own barriers. Mr. Bulko expressed the barrier of Selective Perception when it came to his staff, how sometimes employees tend to hear what they want to hear instead of the actual message being conveyed, due to what is beneficial to them. Comments such, I didn t know that was going on, or I didn t know that s what you meant come to his mind and speech as we interview. Mr. Bulko also expressed how this particular branch was so closed knit, the barrier of silence did not exist, but with this also came another barrier which can at times be problematic, such as the loss of formality or professionalism that is sometimes blurred or lost due to such an open environment. Overall the interview was not only fun, but it allowed our group to hear and see how communication can at times be very effective and how at times this can actually bring up conflict. How communication has many different components and how they all mesh to contribute and collaborate in the final message, was another learned concept for our group. Ultimately, our group was able to recognize the importance of communication in our work lives, as well as in everyday interactions, and has a better understanding of the role ahead of us as we enter into multiple and diversified careers and work environments.

8 References Adler, Ronald B., and Elmhorst, Jeanne Marquardt. Communication at work: Principles and Practices for Business and the Professions.pulished by McGraw-Hill,Inc.ninth edition. New York, Robbins, Stephen P., Timothy A. Judge, and Neharika Vohra.Organizational Behavior.published by Perason education, Inc. fourteenth edition Interview. Brian Bulko, store manager,wells Fargo. Lee Trevino and Vista del Sol.2012