Communication in Org

8/8/2019 Communication in Org

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Communication in

Organizations


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Communication and the Managers JobCommunication and the Managers Job

The process of transmitting information from one

person to another.

Effective Communication

The process of sending amessage in such a way that the

message received is as close in

meaning as possible to the

message intended.


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Managing the Flow ofManaging the Flow of

Information in OrganizationsInformation in Organizations Source: Barney, Jay B. and Ricky W.Griffin, The Management of

Organizations. Copyright 1992 by

Houghton Mifflin Company. Used with

permission.


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The Role of Communication inThe Role of Communication in

ManagementManagement

Characteristics of Useful Information:

Accurate

A valid and reliable reflection of reality

Timely

Available in time for appropriate managerial action

Complete

A complete and undistorted picture of reality

Relevant

Content which meets the needs and circumstances of the user


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The Communication ProcessThe Communication Process

Start Noise

Noise

2Encoding

Sender Receiver

Receiver Sender

3Transmissionthrough channels

7Transmission

through channels

Noise

1Meaning

8

Decoding

4Decoding

5Meaning

6

Encoding

The numbers indicate the sequence in which steps take place.


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The Communication Process (contd)The Communication Process (contd)

Steps in the Communication ProcessDeciding to transmit a fact, idea, opinion, or other

information to the receiver.

Encoding the meaning into a form appropriate to the

situation.Transmitting through the appropriate

channel or medium.

Decoding the message back into

a form that has meaning to thereceiver.

Noise is anything disrupting the

communication process.


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Interpersonal CommunicationInterpersonal Communication

Form Advantages Disadvantages

Oral 1. Promotes feedback

and interchange

1. May suffer from

inaccuracies

2. Is easy to use 2. Leaves no permanent

record

Written 1. Tends to be more

accurate

1. Inhibits feedback and

exchange

2. Provides a record

of communication

2. Is more difficult and time

consuming


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Forms of Communication in Organizations:Forms of Communication in Organizations:

Interpersonal CommunicationInterpersonal Communication

Oral Communication

Face-to-face conversations, group discussions,

telephone calls, and other situations in which the

spoken work is used to express meaning.

Advantages of oral communication

Promotes prompt feedback and interchange in the form

of verbal questions and responses.

Is easy to use and can be donewith little preparation.


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Interpersonal Communication (contd)Interpersonal Communication (contd)

Oral Communication (contd)

Disadvantages of oral communication

Suffers from problems with inaccuracy in meaning and

details. Leaves no time for thought and consideration and no

permanent record of what was said.


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Written Communication

Memos, letters, reports, notes, email, and other

methods in which the written word is used to transmit

meaning.Advantages of written communication

Is accurate and leaves a permanent record

of the exchange.

Leaves for thought and consideration,can be referenced.

Is easy to use and can be done with

little preparation.


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Written Communication (contd)

Disadvantages of written communication

Inhibits feedback and interchange due to burden of

the process of preparing a physical document.

Considerable delay can occur in

clarifying message meanings.


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Forms of Communication in OrganizationsForms of Communication in Organizations

(contd)(contd)

Choosing the Right Form

The situation determines the most appropriate

medium

Oral communication and email is preferred for personal,nonroutine, or high priority communications.

Formal written communication (e.g., memos, letters, reports,

and notes) are used for messages that are impersonal, routine,

and lower priority.


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Forms of Communication in OrganizationsForms of Communication in Organizations

(contd)(contd)

Communication in Networks and Teams

Communication networkthe pattern through which

the members of a group or team communicate.

Research suggests:

When the groups task is simple and routine, centralized

networks perform with the greatest efficiency and accuracy.

When the groups task is complex and nonroutine,

decentralized networks with open communications that fosterinteraction and exchange of relevant information tend to be

most effective.


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Forms of CommunicationForms of Communication

in Organizations (contd)in Organizations (contd)

Types of Communication Networks

2

1

5

3

4

Wheel3

4 5

1

2

Y

3 24 521 2

Chain

2

1 3

45

All channel

2

1 3

45

Circle

Figure 12.2


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Organizational CommunicationOrganizational Communication

Vertical CommunicationCommunication that flows up and down the

organization, usually along formal reporting lines.

Takes place between managers and subordinates and may

involve several levels of the organization.Upward communication

Consists of messages from subordinates to superiors and is

more subject to distortion.

Downward communication Occurs when information flows down the hierarchy from

superiors to subordinates.


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Organizational Communication (contd)Organizational Communication (contd)

Horizontal CommunicationCommunication that flows laterally within the

organization; involves persons at the same level of the

organization.

Facilitates coordination among independent units. Useful in joint problem solving.

Plays a major role in communications among members of

work teams drawn from different departments.


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Vertical andVertical and

HorizontalHorizontalCommunicationCommunication

Source: Van Fleet, David D., and Tim

Peterson, Contemporary Management,

Third Edition. Copyright 1994 by


permission.


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Forms of CommunicationForms of Communication

in Organizations (contd)in Organizations (contd)

Formal Communication in Organizations

Follows the official reporting relationships and/or

prescribed channels.

Vertical communication

Horizontal communication

Figure 12.3


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Electronic CommunicationElectronic Communication

Information Technology (IT)The resources used by the organization to manage

information that it needs to carry

out its mission.


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Electronic CommunicationElectronic Communication

Personal Electronic TechnologyTechnological advances (e.g., fax machines, cellular

telephones, copiers, and personal computers) have

created opportunities for quickly disseminating and

contacting others in the organization.Corporate intranets and the Internet

have made possible teleconferences

and the rapid retrieval of information

from all corners of the globe.


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Electronic Communication (contd)Electronic Communication (contd)

Personal Electronic Technology (contd)Telecommuting allows people to work at home and

transmit their work to the company by means of a

telephone and a modem.

Disadvantages are the lack of face-to-face contact, strongpersonal relationships, falling behind professionally, and

losing out in organizational politics.


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Informal Communication in OrganizationsInformal Communication in Organizations

Informal CommunicationsMay or may not follow official reporting relationships

and/or prescribed organizational channels and may

have nothing to do with official organizational

business.Common forms of informal

communications are the

grapevine, management

by wandering around, and

nonverbal communication.


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(contd)(contd)

Figure 12.4

Informal communication

Formal communication


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(contd)(contd)

Grapevine

An informal communication network that can

permeate an organization. Types of grapevines are:

The Gossip Chain

One person tells many

The Cluster Chain

Many people tell a few

Source: Adapted from Human Behavior at

Work: Organizational Behavior, Eighth Edition,

by Keith Davis and John W. Newstrom.

Copyright 1989 by McGraw-Hill. Reprinted

by permission of the McGraw-Hill Companies.


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Management by Wandering AroundManagers keep in touch with whats going on by

wandering around and talking to people on all levels in

the organization


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(contd)(contd)

Nonverbal Communication

Any communication exchange that does not use

words, or uses words to carry more meaning than the

strict definition of the words themselves. Much of the content of a message

may be transmitted by facial

expression alone; other

message content is derived

from inflection and tone ofthe voice. Only a small portion

of the message content is due to

the words in the message.

Facialexpression

55%

Inflectionand tone

38%

Words in

the message

7%


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(contd)(contd)

Nonverbal Communication (contd)

Kinds of nonverbal communication practiced by

managers:

Imagesthe kinds of words people elect to use to give

emphasis and effect to what they say.

Settingsboundaries, familiarity, home turf (e.g., office

location, size, and furnishings) are symbols of power and

influence how people choose to communicate inorganizations.


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Managing Organizational CommunicationManaging Organizational Communication

Barriers to Effective Communication

Individual Barriers Organizational Barriers

Conflicting or inconsistent cues

Credibility about the subject

Reluctance to communicate

Poor listening skills

Predisposition about the subject

Semantics

Status or power differences

Different perceptions

Noise

Overload

Languages

Table 12.1


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(contd)(contd)

Nonverbal Communication (contd)

Kinds of nonverbal communication practiced by

managers:

Body languagehow people of different cultures and

backgrounds physically position themselves and react to the

stance and body movements of others has a strong influence

on communications between individuals.


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Barriers toBarriers to

EffectiveEffective

CommunicationCommunication

Source: Van Fleet, David D., and Tim

Peterson, Contemporary Management,

Third Edition. Copyright 1994 by


permission.


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More and Less Effective Listening SkillsMore and Less Effective Listening Skills

Stays active, focused

Pays attention

Is passive, laid back

More Effective Listening Less Effective Listening

Is easily distracted

Asks questions

Keeps an open mind

Asks no questions

Has preconceptions

Assimilates information Disregards information

Figure 12.5


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