Unit 4 Summary - OBS 124

OBS 124

Unit 4: Promoting Effective Communication
Communication and Management
 Communication: The sharing of information between two or more individuals or groups to
reach a common understanding
 Managers can increase efficiency by updating the production process to take advantage of new
and more efficient technologies
 Improving quality hinges on effective communication
 Good communication can also help increase responsiveness to customers
 Innovation requires effective communication

The communication Process
 Consists of two phases
o Transmission phase: Information is shared between two or more individuals or groups
o Feedback phase: A common understanding is ensured
 Sender: The person or group wishing to share information
 Message: The information that a sender wants to share
 Encoding: Translating a message into understandable symbols or language
 Noise: Anything that hampers any stage of the communication process
 Receiver: The person or group for whom a message is intended
 Medium: The pathway through which an encoded message is transmitted to a receiver
 Decoding: Interpreting and trying to make sense of a message




 Verbal communication: The encoding of messages into words, either written or spoken
 Nonverbal communication: The encoding of messages by means of facial expressions body
language, and style of dress

The Role of Perception in Communication
 Perception: The process through which people select, organize, and interpret what they see,
hear, touch, smell and taste to give meaning and order to the world around them