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

Noise

Decodes

Decodes

Sender

Channel

Receiver

Encodes
Feedback

Encodes

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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

U p w a r d

Lateral

D o w n w a r d

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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 Business Communication, 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 organizations 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 whats 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 communication
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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 dont 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 Wheel All-Channel

Criteria Speed Accuracy Emergence of leader Member satisfaction Moderate High Moderate Moderate Fast High High Low Fast Moderate None High

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Grapevine
The Social network of informal communication through which messages flow throughout the organization. helps people to interpret the organization conveys 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

Person A
3.

Person B

Sender Receiver Communication 1. Intended meaning 4. Decoding channel 2. Encoding 10. Intended meaning 9. Decoding (receiver)
One-way communication
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5. Perceived meaning Sender 8. Communication 6. Intended meaning channel 7. Encoding

Two-way communication if B sends feedback to A

Barriers to Organizational Communication

Physical Barriers Distortion Lack of Subject Knowledge Ambiguous, Muddled Messages Semantics(The study of language with special concern for the meanings of words and other symbols.) Rumors Stress Information overload Failing to Communicate /Loss of Transmission Hesitation to be candid Narrow viewpoints The message is delivered to the wrong audience
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Cont..
Unreliable transmission (due to noise or inconsistent

sending) Misreading non-verbal elements Avoiding non-verbal elements Status differences Distorted perception Organizational culture Slowed communications Boundary differences Cultural, Linguistic, and Diversity Barriers Not 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 email 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 Executive

1. Ability to Communicate
2. Ambition- Drive 3. College Education 4. Sound Decision Making Skills 5. Good Appearance 6. Ability to get things done with and through

people. 7. Capacity for Hard work

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

1. Completeness 2. Conciseness

3. Consideration
4. Concreteness 5. Clarity 6. Courtesy 7. 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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Female to female.
More social.
Less relevant to job.

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 More courteous.

Female to male .

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.

Thanks
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