| > | | | | weather, beauty of surroundings etc. This is a |
| | | | deep-rooted category of communication found in all |
| This article introduces a perspective on | | | | cultures. |
| communication, which is a productive and efficient | | | | The subconscious level of communication is far from |
| one. The article groups types of communication | | | | perfect. Many phenomena crop up in communication |
| between us humans in a simple and pro-active way. | | | | that can appear strange to the outsider. It can |
| It also states that not communicating is also a way | | | | consist of two directors not 'hitting it off', |
| to communicate. | | | | misunderstandings when a message is exchanged |
| "...No matter how hard one tries, one cannot not | | | | between a manager and a subordinate, |
| communicate. Activity or inactivity, speech or silence, | | | | misunderstanding of the positive intentions proposed |
| everything has an importance as a means of | | | | by somebody at a meeting, etc. The message being |
| communication: It has an influence on other people, | | | | sent is unlike the message being received. We can |
| and these other people, in turn, cannot not respond | | | | understand this better in the following manner: The |
| to this communication and thereby communicate | | | | message sender has some notion about what he/she |
| themselves." Paul Watzlawick | | | | wishes to impart. This notion must be expressed in |
| Communication can be considered as an input factor | | | | words. In the 'translation' from notion to words, a |
| in relation to productivity. That which is produced by | | | | selection has to take place. Otherwise, there will be |
| the communication should be in accordance with the | | | | too many words. We can say that part of the notion |
| organisation's purpose, both quantitatively and | | | | is deleted. The content is also changed to a certain |
| qualitatively. Also, it should not create by-products | | | | extent during the transition from notion to words; it |
| that conflict with this purpose. The amount of | | | | is distorted. In order for it to make sense, the sender |
| communication should, in addition, be at an optimum | | | | of the message must also compare the notion with |
| level. | | | | his/her general experience. Again, for the sake of |
| We refer here to situations where communication | | | | economising with words, the message sent with |
| has a purpose that can be derived from the | | | | words is more generalised than the underlying notion. |
| organisation's value-creation and goals. The demands | | | | We call this generalisation. To summarise; a change |
| on relevance and accuracy in these situations are | | | | takes place in the actual process of 'translating' a |
| different to situations of a more social kind. The | | | | notion into words, through deletion, distortion and |
| demands on communication in a productivity meeting | | | | generalisation. |
| are quite different to those of a lunch-break.'To | | | | The recipient, on the other hand, must then make a |
| communicate' really means 'to do together'. We need | | | | corresponding 'translation' of the message. He/she |
| concepts in order to understand what happens when | | | | must focus on what is most important, and thereby |
| people communicate. It is a normally accepted view | | | | delete parts of the information. In order for the |
| that all communication carries several messages | | | | message to pass into the recipient's notional-world, it |
| concurrently. And that most messages are ambiguous | | | | becomes distorted to a certain extent. Meaning is |
| and must therefore be interpreted by the receiver. | | | | created by association with own experience, and a |
| For example, not raising issues, or not intervening in | | | | generalisation takes place. When we know that |
| an organisation is also a form of communication. A | | | | messages go through a process of deletion, distortion |
| manager, who is not dealing with problems in an open | | | | and generalisation at both the sending and receiving |
| and forthright manner, could be understood as | | | | end, we will realise the importance of making sure |
| follows: 'You can do just as you like.' 'I'm not taking | | | | that messages are fully understood as the sender's |
| responsibility here and don't expect you to either.' Or: | | | | true intentions. There are many sources of |
| 'It's OK to carry on doing as we are now.' | | | | misunderstanding.We can, furthermore, find sources |
| Man is the only mammal that has developed a | | | | of misunderstanding between different cultures. |
| complicated language. This language is both a blessing | | | | Verbal and non-verbal signals have varying significance |
| and a curse. By means of language, we have the | | | | in different cultures. In some cultures, 'yes' is |
| opportunity of playing strategic games with each | | | | indicated by a nod of the head whilst in others it is |
| other. (We even play games with ourselves. We say | | | | shown by a shake of the head. In some cultures |
| to ourselves that we want to do something - and | | | | silence is a virtue, in others an embarrassment. Praise |
| really mean something quite different.) We can | | | | and compliments are a matter of course for some, |
| pretend, act the part and 'double-communicate' in all | | | | but are regarded as condescension by others. We |
| situations. Inter-personal reactions and signals are | | | | don't have to cross national borders to find |
| exchanged to a large extent at a subconscious level. | | | | differences in culture. Organisations also have varying |
| We have this in common to a certain extent with | | | | cultures. Silence when delegating responsibilities can, in |
| many other higher (and some lower) forms of life. | | | | some cases, be a clear indication that things will get |
| This level however contains many categories of | | | | done. In others it can be an equally clear indication |
| communication. | | | | that disagreement is so fundamental that you can be |
| Firstly territorial communication. This form of | | | | sure the job will not get done. |
| communication covers the sharing of such varied | | | | When dealing with organisations, we try to make |
| things as property, job responsibilities, expertise, | | | | communication as problem solving and efficient as |
| friendship, money, experiences, order of speaking, | | | | possible. We try to make sensible plans and find |
| etc. All these are real and imagined things that people | | | | rational solutions to our problems. However, it is |
| symbolically convert into issues of territoriality, and | | | | difficult to understand organisations if we only |
| thereby matters of dispute. | | | | understand communication at this level. Even the |
| Next, we have hierarchy-correcting communication. A | | | | most irrational actions, intrigues and power-struggles |
| good deal of interpersonal signals within organisations | | | | can be camouflaged as well-founded opinions and |
| serves the purpose of either strengthening or | | | | actions. With regard to organisations, our aim is |
| challenging each individual's place in the hierarchy. Man | | | | mainly to achieve as purely rational communication as |
| creates hierarchies every time groups of any kind are | | | | possible, where solutions and conclusions are based |
| formed. | | | | on sensible, businesslike criteria. In order to achieve |
| A third group is phatic communication. This refers to | | | | this, it is imperative that the subconscious levels of |
| signals exchanged between members of the same | | | | communication function in a positive and conflict-free |
| species to strengthen the feeling of belonging and to | | | | manner. Perhaps the most important thing of all is the |
| increase security and confidence. For instance, it is | | | | experience of contact; experiencing good contact is |
| the custom in most cultures to go through a greeting | | | | the same as feeling understood. That we have |
| ritual, or a so-called social stage, on meeting. This can | | | | something in common, speak the same language; are |
| be an exchange of news about relatives, the | | | | on the same wavelength. |