The Nature and Function
of Communication
On a recent summer day, Chevrolet employees at General Motors’ Detroit headquarters got
an internal memo requesting that they stop using the word “Chevy” when referring to their
car brand.3 Despite the fact that “Chevy” has been one of the world’s best-known, longestlived product nicknames for a best-selling line of cars and trucks and was immortalized in
a song about Miss American Pie driving to the levee, the memo was signed by two top corporate Chevrolet division executives who cited the need for brand consistency. After the
memo made its way into the media and invoked a strong public reaction, GM backtracked.
It posted a video interview with one of the executives who had signed the memo on Chevrolet’s YouTube channel. During the video, the executive used the word Chevy no fewer than
six times in less than two minutes. He also called the memo a “rough draft” and “a bit of
fun” and explained that “there would be no massive change of direction.” This example
shows why it’s important for managers to understand the impact of communication.
The importance of effective communication for managers can’t be overemphasized for
one specific reason: Everything a manager does involves communicating. Not some things,
but everything! A manager can’t make a decision without information. That information has to
be communicated. Once a decision is made, communication must again take place. Otherwise,
no one would know that a decision was made. The best idea, the most creative suggestion, the
best plan, or the most effective job redesign can’t take shape without communication.
What Is Communication?
Communication is the transfer and understanding of meaning. Note the emphasis on the
transfer of meaning: If information or ideas have not been conveyed, communication
hasn’t taken place. The speaker who isn’t heard or the writer whose materials aren’t read