ORGANIZATIONAL COMMUNICATION.

BY MUBARAK HUSSAIN

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Communication “the lubricant of organizations…”

The art of being able to structure and transmit a message in a way that another can easily understand and/or accept

Using symbols (words) to attempt to create shared meaning (mutual understanding) that will result in an effect on the two of them.

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Organization

The objective approach suggests that an organization is a physical, concrete thing, that it is tangible and actually holds people, relationships, and goals. (container view of organization)

A subjective approach looks at an organization as activities that people do. Organization consists of the actions, interactions, and transactions in which people engage. Organization is created and maintained through the continually changing contacts people have with one another and does not exist separately from the people whose behavior constitutes the organization.

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Definition of Organizational Communication:

A program that focuses on general communication processes and dynamics within organizations. Includes instruction in the development and maintenance of interpersonal group relations within organizations; decision-making and conflict management; the use of symbols to create and maintain organizational images, missions, and values; power and politics within organizations; human interaction with computer technology; and how communications socializes and supports employees and team members.  (source: U. S. Department of Education)

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The Communication Process

Encodes

Decodes

Receiver

Encodes

Decodes

Sender

FeedbackFeedback

ChannelChannel

NoiseNoise

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Historical Trend Views can be Categorized

1. Org .communication as one aspect of organization

Example of Drenth et al (1998)

“ The sending and receiving of message by means of symbols and

see org. communication as key element of org .climate.”

2. As underlying basis of organization itself

Example of Myers and Myers (1982)

“ The central binding force that permits coordination among

people and thus allows for organized behavior.”

Example of Rogers and Rogers ( 1976)

“ The behavior of individuals in org. is best understood from

communication point of view.”

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Continue

Organizations evolved in such a directions that make latter view more important. Changing an organizations confronts have make org comm important to over all organizational functions.

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Span of Organizational Communication

Highly diverse and fragmented (Patches) Key distinctions with respect to org.

communication involve

i. Formal Vs informal

ii. Directional (Vertical, Horizontal, Diagonal)

iii. Levels

iv. Internal vs external focus

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Formal Communication Communication through officially

designated channels of message flow between

organization positions Official information exchange Usually found in organizational charts, policy

manuals, or hierarchical structures

Informal Communication Episodes of interaction that do not

reflect officially designated channels of

communication. is inherent and even a necessary aspect of

organization life. Pro: Creates a relaxed, comfortable climate

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Directional Communication

Vertical

i. Downward

ii. Upward Horizontal Diagonal

Lateral

Diagonal

Downward

Upward

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Vertical Communication• Occurs between the hierarchically positioned persons• Status and power are not equal among participants in

vertical communication• The flow of information both up and down the chain of

command• Downward comm is more prevalent than upward• Formal communication• Recognized as official• Downward Comm is most effective if top managers

communicate directly with supervisors and supervisors communicate with their staff (Larkin & Larkin: 1994)

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Downward Communication flows from upper to lower (such as manager to employer or superior to

subordinate). Types of messages:

job instructions, job rationales, procedures and practices information, feedback, and indoctrination. (Katz & Kahn, 1978)

Pro- efficient (fast) Con- managerial control

Problems: information overload lack of openness - withhold information even if sharing is important filtering - some information is left out

message can be distorted by adding personal interpretation the fewer the number of authority levels through which

communication must pass, the less information will be lost or distorted

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International Association of BusinessCommunication, Survey 32,000 Employees

higher satisfaction with downward communication: 71 percent reported that their organization tried to

keep employees well informed. 65 percent agreed that they had been given sufficient

information to perform their jobs. 51 percent agreed that their organization’s downward

communication was candid (honest) and accurate. Found employees want to hear more

organizational news from top executives

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Level of certainty (Jablin 1980)

Top managers should communicate directly with immediate supervisors;

Immediate supervisors should communicate with their direct reports; and

On issues of importance, top managers should then follow-up by communicating with employees directly.

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Upward Communication Transmission of messages from lower to higher levels of the

organization ( comm initiated by subordinates with their superiors)

Types of messages: performance on the job, job related problems, fellow employees and their problems, subordinates perceptions of org policies and practices, tasks and procedures

Pro: managers learn what’s going on employees gain from the opportunity to communicate

upward promotes morale among all employees facilitates downward communication

Con: not enough superiors encourage subordinate

Problems similar to those for downward communicationMubarak

Employee satisfaction with upward communication tends to be lower than their satisfaction with downward communication (Gibson 1985)

management-based reasons strategies often do not involve two-way

communication. are not packaged well

employee-based reasons Fear of reprisal – afraid to speak their minds Filters – ideas/concerns are modified as they get

transmitted upward Time – managers give the impression that they don’t

have the time to listen to employees.

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Horizontal Communication

Flow of messages across functional areas at a given level of an organization (this permits people at the same level to comm directly).

• The flow of information between colleagues and peers

• Trend of flatten org have enhance its importance

• Informal communication

• Does not follow the chain of command

• Not recognized as official

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Pro: direct contact among managers Integrate roles, task forces, and project teams management information systems create a culture of openness, honesty, trust, and

mutual obligation facilitates problem solving

Con: Not efficient (time consuming)

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Diagonal Communication

• Communication that cuts across both work areas (functions) and organizational levels.

• in the interest of efficiency and speed.• Important when members cannot

communicate through upward, downward, or horizontal channels.

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COMMUNICATION WITHIN THE BRAIN:  

Our brain is a collection of separate parts that must learn to work together. To help explain this, neurophysiologist, Dr. Paul Maclean, who heads the federal government laboratory of brain evolution, has developed the concept of an evolutionary "triune" brain structure in his revolutionary book, The Triune Brain in Evolution.

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5-Steps of Communication

Identify your Purpose; Analyze Your Audience. Choose Your Idea. Collect data to support your Idea. Organize your Message.

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Levels Of Communication

Communication is frequently divided into following levels

Interpersonal communication Group level communication Organizational level communication Inter-organizational level communication Mass communication (information to lots of people

at once )

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Internal Vs External Communication Internal communication involves the communication

that exists within a company and can take many forms. Key to the success of an organization is communication from within. In order to effectively engage in two-way symmetrical relations, (the goal of public relations practitioners), communication is essential internally.

External communication covers how a provider interacts with those outside their own organization. This may be with the public, employers, community organizations, local authorities, job centers, careers offices, funding bodies, specialist agencies and other training providers.

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Communication Networks

Sets of employees who have stable contact through which information is generated and transmitted.

Types of Communication networks

Chain Network Communication flows according to the formal chain of command, both upward and downward

Wheel Network All communication flows in and out through the group leader (hub) to others in the group

All-Channel Network Communication flows freely among all members of the work team

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Communication Networks and How They Rate on Effectiveness Criteria

Chain

Moderate High Moderate Moderate

Speed Accuracy

Emergence of leader Member satisfaction

Criteria Fast High High Low

Fast Moderate None High

Wheel All-Channel

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Grapevine

The Social network of informal communication through which messages flow throughout the organization.

helps people to interpret the organizationconveys information that the formal system leaves unsaid

“When the grapevine allows employees to know about a management decision almost before it is made, management must be doing something right.”

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One Way Vs Two Way Communication

Receiver4. Decoding

5. Perceived meaning

Person B

Sender6. Intended meaning

7. Encoding

Sender1. Intended meaning

2. Encoding

Person A

10. Intended meaning

9. Decoding (receiver)

8. Communication

channel

3. Communication

channel

Two-waycommunicationif B sendsfeedback to A

One-waycommunication

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Barriers to Organizational Communication

Physical BarriersDistortionLack of Subject KnowledgeAmbiguous, Muddled MessagesSemantics(The study of language with special concern for the meanings of words and other symbols.)RumorsStressInformation overloadFailing to Communicate /Loss of TransmissionHesitation to be candid Narrow viewpointsThe message is delivered to the wrong audience

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Cont..

Unreliable transmission (due to noise or inconsistent sending) Misreading non-verbal elementsAvoiding non-verbal elementsStatus differencesDistorted perception Organizational cultureSlowed communicationsBoundary differencesCultural, Linguistic, and Diversity BarriersNot Listening/Selective hearing Lack of basic communication skills.

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Psychological Barriers Perception

Selectivity/exposure filtering out of unpleasant things and focusing on or recalling things not heard.

Retention filtering of things that feel good, and the tendency to forget those things that are painful.

Experiential Barriers The difficulty in understanding things not personally

experienced. Emotions

Communication can involve tension, fear , anger and other emotions and can hamper ability to speak clearly

Emotions influence both what is said and what is heard. Never blame someone else for a problem

Defensiveness Adjustments people make to avoid acknowledging personal

inadequacies that might reduce their self-esteem

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Written communication

With increased use of e-mail, managers substitute face-to-face communication with e-mail

Communication Objective Guidelines Memos Letters Reports Bulletin board notices Posters Computers/e-mail Fax

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Effectiveness of Communication

Related to timing Related to choice of channel Related to message structure Related to delivery style Related to mode

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Requisites for a promotable Executive1. Ability to Communicate2. Ambition- Drive3. College Education4. Sound Decision Making Skills5. Good Appearance6. Ability to get things done with and

through people.7. Capacity for Hard work

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7 Csin Communication/5Cs in verbal and 7 in written

1. Completeness2. Conciseness3. Consideration4. Concreteness5. Clarity6. Courtesy7. Correctness

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Completeness

Provide all necessary information. Answer all questions asked. Give something extra, when

desirable.

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Conciseness

Eliminate wordy expressions. Include only relevant material. Avoid unnecessary repetition.

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Consideration

Focus on ‘you’ instead of ‘I’ or ‘we’. Show audience benefit or interest in

receiver. Emphasize positive ,pleasant facts.

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Concreteness

Use specific facts and figures. Put actions in your verbs. Choose vivid, image building words.

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Clarity

Choose precise, concrete and familiar words.

Construct effective sentences, and paragraph.

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Courtesy

Be sincerely tactful, thoughtful, and appreciative.

Use expressions that show respect. Choose non discriminatory

expressions.

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Correctness

Use the right level of language. Check accuracy of figures, facts and

words. Maintain acceptable writing

mechanics.

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Person to person communication in organization

Male to male. Male to female. Female to female. Female to male.

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Male to male.

More formal. Relevant to job.

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Male to female.

Sympathetic. Relevant to job.

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More social. Less relevant to job.

Female to female.

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Female to male.

More courteous. More relevant to job.

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Good communication is stimulating as black coffee, and just as hard to sleep after.

Anne Morrow: American Writer and aviation pioneer (1906-2001)

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Communicate positively and truly.

ThanksMubarak