Communication
Definition
Communication is the interchange of information, ideas, facts and emotions by two or more persons.
The importance to the manager of effective communication
Barnard stressed that communication should be central in the organization’s structure.
A formal communication system enables managers to perform their roles

Communication channels
Formal communication channels
upward communication
downward communication
lateral or horizontal communication
Informal communication channels
grapevine; rumors; gossip

The Process of Communication
Patterns of communication
The pattern of communication that exists between group member is described as a wheels, a circle or all-channels.
Shaw concluded that the wheel is the quickest system and the circle the slowest, but the all-channel is the best in complex situations.

Q16 Scenario: Improving communication in organizations
TUV Ltd is a firm which undertakes road reconstruction and maintenance. The work is carried out by teams which operate independently of each other and on-site, spending little time at head office.
As a team co-ordinator, you have investigated a number of recent customer complaints about delays and misunderstandings. It appears that instructions given to head office are not
reaching the teams quickly or clearly enough, although both sales staff and work planners deny the problem. The teams respond that they have raised concerns about co-ordination time after time at bi-monthly ‘planning committee’ meetings, but nothing ever gets done: the committee is ‘all talk, no action’-and the teams come away feeling that head office lacks understanding of their work and respect for their input.
You identify the problem as poor communication on many levels. The Managing Director John Macgraith, asks you to draft a programme to improve communications at TUV.
Required:
(a)Explain the importance of good commnication. 8marks
(b)List ten major barriers to communication. 10marks
(c)Suggest how these barriers can be overcome. 7marks
(d)Explain the particular problems of upward communication in an organization and suggest how upward communication can be improved. 10mark
(e) Give brief guidelines on how TUV can improve its planning committee. 5marks
total marks=40

Counseling
Counseling is helping people to help themselves.
It is a client-centered problem-solving approach, which is distinct from
telling
advising
manipulating
Counseling at work
Problem may
arise within the individual.
be caused by the organization
Arise from sources external to both the individual and organization

Skills of counseling
Effective counseling relies on a high level of interpersonal skills, such as establishing rapport and the ability to discern meaning, as well as being able to summarize, clarify and ask the right questions.
Their prime technique was the “sympathetic ear”.
It requires active listening, not merely the act of not talking.
The key factor in a successful counseling interview is establishing the main problem.

Causes of conflict
Misunderstands
Insensitive or non-supportive relationships
Failure to communicate openly and honestly
A climate of distrust, unreasonable pressure, or competition

Conflict
Conflict can be constructive( generating new ideas) or destructive (destroying morale and motivation).

Managing conflict
The two main strategies for managing negative conflict are
to convert the conflict into a positive one using a team-building approach
to respond to the conflict by trying to avoid, defuse or confront it.
The handy way
Handy suggested two sets of strategies for tackling conflict
“control by ecology”, which creates the environment for constructive relationships
“short-term regulation”

Grievance
Employees have a grievance when there is something in the work situation which they feel is unfair, wrong, unjust or unreasonable.
Grievances may center on unfair treatment, unequal pay of job security.
Grievance policy
The Employment Protection Act requires a named person to whom grievances can be addressed to be included in the terms and conditions of employment.

Discipline
Discipline is either a code of acceptable conduct or a system of rules establishing behavior patterns.

Punishment is disciplinary action which occurs as the result of a breakdown in the code of conduct (or the breaking of the code as a deliberate action)

Disciplinary action
Verbal warnings
Written warnings
Disciplinary action, such as suspension, demotion or layout.
Dismissal-the final action-if previous action has failed.
Appeals
Employees have the right to appeal against disciplinary action.
It is a management obligation to provide and appeal procedure.

Question 17 Disciplinary action
The accounts manager wants to be liked by his work team , but also wants to be respected. He knows that discipline is necessary, but is uncomfortable with the idea of punishment. He asks for your advice.
Required
(a)What do you understand by the term ‘discipline’ at work? 5marks
(b)In what circumstances might disciplinary action be required? 5marks
(c)Identify five principles for managing the interpersonal aspects of disciplinary action. 5marks
total marks=15