Organizational communication serves several functions. It informs employees about rules, regulations and company culture. Communication also flows downward from superiors to subordinates with information that needs to be implemented. Additionally, communication moves upward from subordinates to superiors with feedback and suggestions. Effective communication is essential for an organization as it helps coordinate activities, achieve goals and allows the organization to adapt to changes over time.
Organizational communication serves several functions. It informs employees about rules, regulations and company culture. Communication also flows downward from superiors to subordinates with information that needs to be implemented. Additionally, communication moves upward from subordinates to superiors with feedback and suggestions. Effective communication is essential for an organization as it helps coordinate activities, achieve goals and allows the organization to adapt to changes over time.
Organizational communication serves several functions. It informs employees about rules, regulations and company culture. Communication also flows downward from superiors to subordinates with information that needs to be implemented. Additionally, communication moves upward from subordinates to superiors with feedback and suggestions. Effective communication is essential for an organization as it helps coordinate activities, achieve goals and allows the organization to adapt to changes over time.
1 Communication-Overview 2 Introduction 3 Nature 4 Function 5 Scope 6 Cross Cultural Communication 7 Networs in Communication ! Case Stud" # Bibliography Communication in Organization - Its Function, Nature and Scope Definition and its meaning It is derived $rom t%e word &communis' (%is in )atin means common* It stands $or t%e common activit" o$ %uman +ein,s o$ conve"in, opinions $eelin,s or in$ormation etc* Communication is a process o$ passin, in$ormation and understandin, $rom one person to anot%er* ---- Keith Davis Communication is an" +e%avior t%at results in an e.c%an,e o$ meanin, The American Management Association Communication is t%e process +" w%ic% in$ormation is passed +etween individuals and/or or,ani0ations +" means o$ previousl" a,reed s"m+ols* Organization : (%e o+1ective approac% su,,ests t%at an or,ani0ation is a p%"sical2 concrete t%in,2 t%at it is tan,i+le and actuall" %olds people2 relations%ips2 and ,oals* 3container view o$ or,ani0ation4 5 su+1ective approac% loos at an or,ani0ation as activities t%at people do* Or,ani0ation consists o$ t%e actions2 interactions2 and transactions in w%ic% people en,a,e* Or,ani0ation is created and maintained t%rou,% t%e continuall" c%an,in, contacts people %ave wit% one anot%er and does not e.ist separatel" $rom t%e people w%ose +e%avior constitutes t%e or,ani0ation* Communication in Organization - Its Function, Nature and Scope Organizational Communication: Communication used to promote a product2 service2 or or,ani0ation6 rela" in$ormation wit%in t%e +usiness6 or deal wit% le,al and similar issues* It is also a means o$ rel"in, +etween a suppl" c%ain2 $or e.ample t%e consumer and manu$acturer* 5t its most +asic level2 t%e purpose o$ communication in t%e worplace is to provide emplo"ees wit% t%e in$ormation t%e" need to do t%eir 1o+s* 7usiness Communication encompasses a variet" o$ topics2 includin, 8aretin,2 7randin,2 Customer relations2 Consumer +e%avior2 5dvertisin,2 9u+lic relations2 Corporate communication2 Communit" en,a,ement2 :esearc% ; 8easurement2 :eputation mana,ement2 Interpersonal communication2 <mplo"ee en,a,ement2 Online communication2 and <vent mana,ement** 7usiness is conducted t%rou,% various c%annels o$ communication2 includin, t%e Internet2 9rint 39u+lications42 :adio2 (elevision2 5m+ient media2 Outdoor2 and =ord o$ mout%* Definition of Organizational Communication: 5 pro,ram t%at $ocuses on ,eneral communication processes and d"namics wit%in or,ani0ations* Includes instruction in t%e development and maintenance o$ interpersonal ,roup relations wit%in or,ani0ations6 decision- main, and con$lict mana,ement6 t%e use o$ s"m+ols to create and maintain or,ani0ational ima,es2 missions2 and values6 power and politics wit%in or,ani0ations6 %uman interaction wit% computer tec%nolo,"6 and %ow communications sociali0es and supports emplo"ees and team mem+ers* Need of Communication S%are our ideas and opinions 9rovide $eed+ac to ot%ers >et in$ormation $rom ot%ers >ain power and in$luence ?evelop social relations%ips Communication in Organization - Its Function, Nature and Scope 8aintain sel$-e.pression and our culture Ot%er ideas one ma" %ave t%ou,%t o$ Common was of communication Spoen =ords
@isual Ima,es =ritten words
7od" )an,ua,e !"ere are two tpes of #usiness communication in an organization: Internal Communication <.ternal Communication !pes of $usiness Communication One-wa" and two-wa" Formal and In$ormal @er+al and Non-ver+al =ritten and Oral Intrapersonal and Interpersonal @ertical and Aori0ontal >roup 8ass Communication in Organization - Its Function, Nature and Scope Process of Communication: Nature of Communication
It is a process
(%e term process %as +een de$ined as an identi$ia+le $low o$ interrelated events movin, over time towards some ,oal or an end* In ot%er words communication is a process in w%ic% t%ere are some identi$ia+le interrelated evens w%ic% are initiated +" t%e sender* (%is is $ollowed +" encodin, messa,es2 t%rou,% some c%annel till t%e receiver receives t%e messa,e and ends t%e process wit% t%e $eed+ac*
Communication in Organization - Its Function, Nature and Scope sender media message receiver message Information source Encoding Channel Decoding Destination Feedback Shanon-Weaver Model Noise It is ine%ita#le
Communication is essential a p%"sical2 social ; ps"c%olo,ical e.ercise* I$ an individual is provided all p%"sical com$orts2 +ut is not allowed to read2 write2 spea and or listen2 %e will +ecome mentall" de$icient*
&eaning #ased
Communication is meanin, +ased* 5s %as +een ver" succinctl" said +" a specialist2' (%e most immediate need o$ communication is to +e a+le to re$er to t%in,s in t%e real world i*e* to +e a+le to name t%in,s2 states2 events ; attri+utes +" usin, words'* In addition we must +e a+le to lin words to,et%er so as to create meanin,$ul sentences ; lan,ua,e* Aence2 t%ere is a need to +e clear %eaded a+out w%at we want to sa"*
Communication could #e intentional and unintentional
Communication taes place even w%en we do not plan it and w%en we are not conscious o$ it6 we ma" communicate somet%in, t%at we %ad not intended to communicate* Communication is sstematic
<ver" components o$ communication is a$$ected +" t%e ot%er* (%e one w%o sends t%e messa,e itsel$ as well as t%e receiver o$ t%e messa,e6 all are interrelated and a$$ected +" eac% ot%er*
' two-wa traffic
(%ere is no communication2 unless t%e messa,e send +" t%e sender is not +een received +" t%e receiver* Since t%e communication is an e.c%an,e o$ views2 opinions ; directions* It involves +ot% parties* George Terry has rightly said remarked, simply talking or writing without regard to the recipients response, is conducive to creating a gross misunderstanding.
Communication is a social process
Auman +ein, is a social animal* Ae cannot live in isolation* Communication is a process w%ic% %elps %uman +ein, to interact and sociali0e main, it a social process*
' dnamic process
?"namics means &ever c%an,in,' Communication is not constant or one time event* It is a d"namic and ever c%an,in, all t%e time*
Communication in Organization - Its Function, Nature and Scope Continuous process
It is a Continuous process* 8ore o$ten t%an not2 it is repeated to ac%ieve desired results* It is an on,oin, process in w%ic% one interaction is $ollowed +" anot%er*
Communication in%ol%es interaction and transaction
9articipants o$ communication o$ e.ercise e.c%an,e ideas and in$ormation +esides in$luencin, eac% ot%er in t%e process* (%e" s%are and e.c%an,e t%ou,%ts and meanin,s*
It is spiraling process
Communication +etween t%e receiver and sender usuall" does not start at t%e same level nor does it ,row at t%e same rate* (%is is due to t%e di$$erence in t%e a+ilities o$ t%e sender as well as t%e receiver* 8oreover2 noise and time %ave an impact on it* 5s a result2 communication taes a spiral sta,e +e$ore it ,ets completed and reac%es t%e receiver at t%e same level and space*
It is conte(tual
Communication %appens wit% re$erence to a conte.t* (%e same words would mean di$$erent t%in,s i$ t%e" are said in di$$erent conte.t* Aence2 meanin, di$$er in di$$erent situation*
Needs proper understanding
(%ere ma" +e numerous media o$ communication +ut t%e main purpose o$ conve"in, t%e messa,e is to create a proper understandin, o$ t%e messa,e in t%e mind o$ t%e ot%er part"* For t%is purpose2 it s%ould +e clear and concisel" worded*
)eads ac"ie%ement of t"e organizational o#*ecti%e
<$$ective communication does t%is +" creatin, a sense o$ o+1ect orientation in t%e or,ani0ation*
It s"ares t"oug"ts and ideas, w"ic" produce response
Communication in Organization - Its Function, Nature and Scope (%ou,%ts and ideas2 w%ic% do not produce a response2 do not come under t%e purview o$ communication
It is t"e life #lood of t"e #usiness
No +usiness or,ani0ation and no civili0ed societ" can e.ist2 survive and ,row wit%out t%e e.istence o$ an e$$ective communication networ* (%rou,% communication2 people worin, in an or,ani0ation ,et activated and involved in per$ormin, a variet" o$ roles $or ac%ievin, or,ani0ational ,oals* @arious mode o$ communication are used $or people outside to e.pose t%em to t%e e.istence2 products2 pro$it and pro,ress o$ t%e or,ani0ation*
Functions of Communication: One outline o$ t%e $unctions o$ Communication $ollows w%at mi,%t +e t%ou,%t o$ as a r%etorical approac% and is as $ollowsB In$ormation 9ersuasion ?ownward Communication Cpward Communication Aori0ontal Communication Information: It consists o$ $acts and $i,ures and data arran,e in a pattern w%ic% are use$ul $or di$$erent purposes2 e,* )ist o$ names2 address and telep%one num+ers o$ customers* In$ormation is ver" necessar" in an or,ani0ation as it reduces uncertaint" a+out t%e situation or t%e environment* It %elps an emplo"ee to ,et acclimati0ed to t%e rules2 re,ulations2 norms and culture o$ an or,ani0ation In$ormation ma" +e ,iven orall" or in writin,* In$ormation circulated orall" cannot +e used $or $uture re$erences* =%ereas written in$ormation can +e used $or $uture re$erences lie emails2 $a.2 reports2 notices etc* In$ormation $lows at all levels in an or,ani0ation $rom ?ownward to upward and vice versa* It also circulated %ori0ontall" at all levels Communication in Organization - Its Function, Nature and Scope ?ownward movin,B It is t%at in$ormation t%at moves $rom t%e Superiors to t%e Su+ordinates* It is t%at in$ormation2 w%ic% %as to +e implemented +" t%e su+ordinates in an or,ani0ation* Cpward 8ovin,- It is t%at in$ormation t%at moves $orm t%e Su+ordinates to t%e Superiors* It is in t%e $orm o$ pro,ress report2 minutes o$ committee meetin,2 in$ormation ; data reDuested etc* Aori0ontal or sidewa"s movin, E It is t%at in$ormation w%ic% is usuall" $lows in +etween su+ordinates and peers* It is liel" to +e oral and in$ormal* =ritten in$ormation moves %ori0ontall" in $orms o$ copies o$ reports and ot%er documents (%ere is a lot In$ormation movin, out o$ an or,ani0ation to t%e e.ternal pu+lic and also t%ere is alot o$ in$ormation t%at moves into an or,ani0ation $rom t%e e.ternal environment* (%is c"cle is ver" necessar" $or t%e ,rowt% o$ an or,ani0ation as a w%ole and as well as t%e e.ternal environment <.amples o$ In$ormation movin, out o$ an or,ani0ation to t%e e.ternal environment are as $ollowsB 5dmission notices :ecruitment notices 5nnual reports 9rospectus 7roac%ers 9rice list Catalo,ues o$ products <.amples o$ in$ormation movin, into an or,ani0ation $rom t%e e.ternal environment :ailwa"/airlines time ta+le 9opulation $i,ures ?emo,rap%ic details Catalo,ues and price list o$ products (%ere is a lot o$ in$ormation and nowled,e t%at circulated wit%in2 outside2 in-+etween an or,ani0ation* It ultimatel" depends on t%e or,ani0ation and its emplo"eeFs to ,asp t%e correct and t%e ri,%t reDuired in$ormation Persuasion: It means main, e$$orts to c%an,e t%e attitudes and +e%avior o$ ot%ers* Communication in Organization - Its Function, Nature and Scope It reDuires sills and a+ilit" to use t%e s"m+ols o$ communication in an e$$ective manner (%e persuader needs nowled,e o$ t%e +ac,round and t%e present attitudes/ views o$ t%e people in order to use t%e ri,%t appeals and reasons* It means usin, +est ar,uments to win over and convince ot%ers* (%ree $actors o$ 9ersuasion Source credi#ilit 9eople +elieve w%at a said or written +" a respected person* +motional appeal 9eople %ave 3 t"pes o$ needs 9%"sical Social <,o Social , ego are emotional needs I$ t%e persuader o$$ers satis$action o$ t%ese needs2 people respond $avora+l" :easona+le lo,ic 9eople must +e s%own %ow t%e" will +ene$it +" acceptin, t%e proposal ideas2 views or actions Downward Communication Communication t%at $lows $rom t%e %i,%er %ierarc%" to lower %ierarc%" is called downward communication* Communication in Organization - Its Function, Nature and Scope Instructions and orders Instructions means directions <,* &Instructions are on t%e +o.' It also means order <,* &8" instructions are to issue onl" two +oos at a time' Orders is $ormal It is assi,nment o$ tas <,* O$$ice orders +ducation and !raining <ducation is a development o$ t%e ,eneral and special a+ilities o$ mind* (rainin, is practical education or practices2 usuall" under supervision2 in some sill* Oral communication E lectures and discussion2 Aandouts and notes2 ?emonstrations and actual wor e.perience2 Films <ducational communication is done $or t%e +uildin, up ,oodwill and pu+lic relation On t"e -o# !raining It is an e$$ort to +uild up emplo"ees lo"alt" to t%e compan" 8ost on t%e 1o+ trainin, is oral and is supplemented +" instruction +oolets2 polic" statement2 pamplets and emplo"ee manuals &oti%ation 8otivation means providin, people wit% a motive2 an incentive2 an inner ur,e to mae e$$ort to t%eir +est* 8ana,ers constantl" t" to improve per$ormance in t%e wor place +" motivatin, t%e sta$$* Communication is t%e critical element in motivation o$ emplo"ees :eco,nition 5ppreciation o$ ,ood wor Sense o$ support 8otivation reDuires re,ular and care$ul communication w%ic% mana,ers and supervisors need to do sill$ull"* .aising &orale Communication in Organization - Its Function, Nature and Scope 8oral is t%e individual and collective spirit and moral condition o$ emplo"ees wit% re,ards to discipline and con$idence :aisin, moral cannot +e done +" sin,le communication6 it is a$$ected +" all communication and +" t%e manner and st"le o$ communication* Communication ma" +e stepped up i$ t%e morale ,oes down or is liel" to ,o down Notices ; Circulars In$ormal tea meetin,s Special morale +oostin, communication must +e well-coordinated and care$ull" planned <*,* Con$erences and s%ort meetin,s 'd%ice 5dvice ma" +e ,iven on matters related to wor or on personal matters* 5dvice is most e$$ective i$ it is oral2 $ace to $ace2 in$ormal and con$idential It is +est to use oral communication $or advice Counseling It is an or,ani0ed and special $orm o$ advice Communication $or counselin, is mostl" oral +ut t%ere ma" also +e printed material $or t%e purpose o$ ,ivin, t%e reDuired in$ormation* It can +e success$ul onl" i$ t%ere is two wa" communication* /arning =arnin, means ur,in, or advisin, some one to +e care$ul6 it is intended to caution some o$ possi+le dan,er* It is also an aut%oritative or $ormal notice o$ somet%in, un$avora+le =arnin, is an important reDuirement o$ communication sill to +e a+le to ,ive a warnin, wit%out +ein, insulted* 'ppreciation 5ppreciation o$ a ,ood e$$ort2 wor and ac%ievement o$ emplo"ees +" supervisors and mana,ers is important $or creatin, ,ood attitude amon, sta$$ It can +e e.pressed orall"2 in writin, and +" non-ver+al met%ods* )etter o$ appreciation 5wardin, certi$icate at $unction 9romotion Communication in Organization - Its Function, Nature and Scope Invitation to a special meetin,
0pward Communication Communication wit%in t%e or,ani0ation t%at passes $rom a lower %ierarc%" to %i,%er %ierarc%" is called upward communication* For e.ample su+ordinates passin, on in$ormation to t%eir seniors will +e considered as upward communication* 1orizontal Communication Communication wit%in peer ,roups can +e termed as %ori0ontal communication* 7itc%in, and ,ossipin, ma" not +e t%e onl" $orm o$ in$ormation e.c%an,e* O#*ecti%es of Downward Communication Instruction Orders <ducation and trainin, On t%e 1o+ trainin, 8otivation :aisin, morale 5dvice Counselin, =arnin, and notice 5ppreciation O#*ecti%es of 0pward Communication .e2uest :eDuests are made +" t%e sta$$ $or various inds o$ permission or $avours* (%ere ma" +e reDuests $or leave2 $or permission to report late or leave earl" on a particular da"2 permission to attend a class2 a reDuest to +e sponsored $or special trainin, course2 or $or an increase in salar"* 'pplication 5pplication is a written reDuest ,ivin, $ull details o$ t%e matter and supported wit% reasons2 w%enever necessar"* 'ppeal Communication in Organization - Its Function, Nature and Scope 5ppeal is t%e earnest reDuest made $or a %elp or a support w%ic% doesnot $all under our privile,es* Suc% reDuest can +e made to t%e %i,%er aut%orit"2 suc% appeal needs power o$ persuasion* Demand ?emand is put up t%rou,% an emplo"ee union6 and it %as to +e supported +" ,ood ar,uments6 demands are usuall" collective and in writin,* :eDuests and appeal $or +etter services ma" turn into demand i$ mana,ement is uns"mpat%etic* .epresentation :epresentation is alwa"s in writin,2 an emplo"ee w%o $eels t%at %e %as not +een ,iven w%at %e deserves2 %e can mae a representation* <.ampleB promotion* Complaints Complaints are made w%en t%ere are $aults in t%e s"stem or in t%e ,oods supplied or services rendered* 5 complaint ma" +e oral or written* =it%in an or,ani0ation2 minor complaints ma" +e ad1usted +" oral communication* I$ t%e complaint is o$ serious nature can +e ad1usted +" written as circulations as well as constant re$erences* Suggestion Su,,estions can +e made +" an" emplo"ee or customer* Su,,estions $rom emplo"ees at all levels are ,reatl" welcomed +" modern mana,ements* 8uc% +i, or,ani0ation encoura,es t%is as it ,ives emplo"ee morale* O#*ecti%es of 1orizontal Communication +(c"ange of information 5+out activities2 processes and pro,ress amon, %eads o$ departments or ot%er peer ,roups is essential $or t%e or,ani0ationFs wor* Some in$ormation is conve"ed $ormall" +" sendin, copies o$ relevant documents lie letters and reports* Discussion Communication in Organization - Its Function, Nature and Scope O$ plans and pro+lems2 reviews o$ pro1ects and decisions reDuire $ormal lateral communication in meetin,s* Coordination Is t%e most important o+1ective o$ lateral communications* ?epartments %eads ma" meet periodicall" to discuss eac% department contri+ution towards t%e main ,oal* Conflict resolution Is an important $unction o$ lateral communication* 8em+ers o$ a departments meet to sort out e.istin, or potential con$licts +" discussion* Pro#lem sol%ing Csuall" reDuires %ori0ontal communication amon, all t%ose w%o are concerned wit% t%e pro+lem and a$$ected +" it* <,B 7rainstormin,* 'd%ice 8a" +e ased $or and ,iven in a $riendl" in$ormal wa" +etween persons o$ eDual status* Social and emotional support 5mon, peers is provided t%rou,% lateral communication* Scope of Communication: Scope &eans: 'n Opportunit Or,ani0ational Communication %as unlimited scope w%ic% can +e understood under two +road %eadin,s Internal Communication: 8essa,es t%at move wit%in t%e or,ani0ation amon, its mem+ers2 is internal communication +(ternal Communication: 8essa,es e.c%an,e wit% t%ose outside t%e or,ani0ation is e.ternal communication Communication in Organization - Its Function, Nature and Scope 3. Internal Communication Communication wit%in an or,ani0ation is called &Internal Communication'* It includes all communication wit%in an or,ani0ation* It ma" +e in$ormal or a $ormal $unction or department providin, communication in various $orms to emplo"ees* <$$ective internal communication is a vital mean o$ addressin, or,ani0ational concerns* >ood communication ma" %elp to increase 1o+ satis$action2 sa$et"2 productivit"2 and pro$its and decrease ,rievances and turnover* &edia of Internal Communication 1* Notice 7oards 2* 8eetin,s 3* 9u+lic 5ddress S"stems 4* Intercom 5* Aouse Gournals 6* <mails 7* Newsletters 4. +(ternal Communication Communication wit% people outside t%e compan" is called &e.ternal communication'* Supervisors communicate wit% sources outside t%e or,ani0ation2 suc% as vendors and customers* Communication in Organization - Its Function, Nature and Scope +ffecti%e +(ternal Communication leads to #etter o Sales volume o 9u+lic credi+ilit" o Operational e$$icienc" o Compan" pro$its It s"ould impro%e o Overall per$ormance o 9u+lic ,oodwill o Corporate ima,e 0ltimatel, it "elps to ac"ie%e o Or,ani0ational ,oals o Customer satis$action +(pansion Of Scope of Communication: Communication is classi$ied accordin, to t%e num+er o$ persons 3recei%ers4 to w%om t%e messa,e is addressed Following are some more !pes: Intrapersonal communication Communication in Organization - Its Function, Nature and Scope (%is involves to onesel$ in oneFs own mind Interpersonal communication (%is is an e.c%an,e o$ messa,es +etween two persons* 5roup communication (%is can +e %eld amon, small or lar,e ,roups2 lie an or,ani0ation2 clu+ or classroom2 in w%ic% all individuals retain t%eir individual identities* &ass communication It is a pu+lic communication* &eta Communication SpeaerFs c%oice o$ words unintentionall" communicates somet%in, more t%an t%e actual words state* Communication can also +e classi$ied on t%e +asis o$ t%e medium emploed 6er#al Communication Oral =ritten 6ocal Communication Non 6er#al Communication <"e contact Facial e.pression 9osture and ,estures (ime Space (erritor" 5ppearance o$ people and documents Communication in Organization - Its Function, Nature and Scope $enefits of +ffecti%e Communication in Organization It is said t%at e$$ective communication can +e viewed as t%e li$e+lood o$ a success$ul or,ani0ation* (%is stems $rom t%e idea o$ c%an,in, emplo"ee +e%avior* )iewise2 e$$ective +ene$its communication can dramaticall" %elp an or,ani0ation t%rou,% a,ain t%is same c%an,e in t%e emplo"ee +e%avior* Sta7e "older .esponse Pro#lem Sol%ing <$$ective communication durin, pro+lem solvin, reDuires t%at individuals and teams now %ow to process lar,e amounts o$ in$ormation w%ile $ocusin, t%eir nowled,e2 e.perience2 and e.pertise on t%e ri,%t issue at t%e ri,%t time* (%e critical t%inin, processes tau,%t in 5ction 8ana,ementFs pro,rams ena+le teams to $ocus t%eir nowled,e and resources to accuratel" identi$" t%e root cause o$ pro+lems2 develop innovative solutions2 determine t%e +est course o$ action2 and prevent $uture pro+lems $rom developin,* Decision &a7ing Flow o$ communication wit% in t%e or,ani0ation s%ould +e e$$ective +ecause $low o$ ri,%t and accurate in$ormation alwa"s %elps t%e decision main, process in all levels o$ mana,ement* I$ an or,ani0ation taes t%e decision $or introducin, in new +rand o$ product or esta+lis%in, new +ranc%es in di$$erent new locations even in t%e period o$ recession t%at means or,ani0ation %as t%at coura,e +ecause o$ e$$ective $low o$ communication to t%e or,ani0ation* <$$icienc" and e$$ectiveness in internal communication s"stem maes t%e or,ani0ation to move in ri,%t pat% towards t%e main ,oal* <.ternal data and in$ormation ma" not +e directl" $low to t%e top mana,ement* Conditions o$ marets2 status o$ t%e products2 sales2 c%an,in, prices c%an,in, $as%ions and pre$erences o$ customers2 polic" o$ competitive $irms2 c%an,in, >overnment policies re,ardin, all t%ese $actors s%ould +e moved $rom t%e ,rass route level sta$$ to t%e top mana,ement* (o ensure t%e accurac"2 relevanc" and Communication in Organization - Its Function, Nature and Scope reDuired volume o$ in$ormation or,ani0ation s%ould %ave e$$ective internal communication s"stem* Professional Image <$$ective Communication assist individuals not onl" to survive2 +ut also to $louris% wit%in t%e corporate environment2 en%ancin, t%eir personal reputation and t%at o$ t%eir compan"Fs in t%e process* Producti%it <$$ective communication is essential $or an" +usiness or or,ani0ation to prosper* It cuts out on wasted time and provides +ot% customers and emplo"ees wit% t%e necessar" tools to succeed and $ind satis$action* =%en communication is not e$$ective2 t%e end result is an increase in production time and a decrease in t%e +ottom line* In order to avoid t%is outcome2 e$$ective communication must +e in place* !ransparenc <$$ective communication w%ic% %elps create trust and con$idence are t%e e"s to transparenc" and or,ani0ational survival* $usiness .elations"ip (%e importance o$ eepin, t%e lines o$ communication wit% oneFs +usiness partner cannot +e overemp%asi0ed* 7ot% our domestic partners%ips and especiall" our $orei,n partners%ips are premised e.tensivel" o$ t%e de,ree and Dualit" o$ t%e relations%ip t%at t%e parties %ave assumed* 5 relations%ip can onl" survive i$ t%e parties involved maintain a line o$ communications* (%is concept +ecomes even more relevant w%en t%e partners%ip entails an international a,reement w%ere t%e en%anced distance +etween t%e partners will e.acer+ate t%e need to eep in touc%* 5n e.ecutive can onl" eep on top o$ t%in,s i$ t%e" are in contact wit% t%eir partners +ecause ot%erwise2 %ow are t%e" ,oin, to now w%atFs ,oin, onH /or7 flow <$$ective communication is essential $or t%e smoot% $unctionin, o$ a compan" and toda"2 walls t%at prevent in$ormation $low $rom top-down6 +ottom-up or Communication in Organization - Its Function, Nature and Scope department-to-department in or,ani0ations %as all disappeared* =it% walls ,one and e$$ective communication in place2 in$ormation permeates t%e compan"* 5ll t%e a+ove mentioned $actors will surel" +ene$it t%e or,ani0ational worin, i$ t%e communication is e$$ective* Cross Cultural Communication: In simple words it is de$ined as 8iscommunication 9arties en,a,ed in ne,otiations or an" ot%er $orm o$ communication is $rom di$$erent cultural +ac,round 8ore and more Or,ani0ation are $acin, t%e c%allen,e o$ +rid,in, cultural ,aps in interpersonal relations%ips as cultural diversit" in t%e worplace is increasin, an as or,ani0ations arte e.tendin, t%eir ,lo+al reac% (%e ,reater t%e di$$erence +etween t%e culture2 ,reater is t%e ris o$ miscommunication* 7usiness e.ecutives and students wis%in, to +e d"namic and e$$ective pla"ers in t%e ,lo+al econom" o$ t%e 21st centur" must acDuaint t%emselves wit% t%e cultural parameter o$ di$$erent countries* Cross cultural communication is a+out dealin, wit% people $rom ot%er cultures in a wa" t%at minimi0es misunderstandin,s and ma.imi0es "our Communication in Organization - Its Function, Nature and Scope potential to create stron, cross cultural relations%ips* (%e a+ove tips s%ould +e seen as a startin, point to ,reater cross cultural awareness* !ips to Impro%e Cross Cultural Communication Slow Down <ven w%en <n,lis% is t%e common lan,ua,e in a cross cultural situation2 t%is does not mean "ou s%ould spea at normal speed* Slow down2 spea clearl" and ensure "our pronunciation is intelli,i+le* Separate 8uestions (r" not to as dou+le Duestions suc% as2 &?o "ou want to carr" on or s%all we stop %ereH' In a cross cultural situation onl" t%e $irst or second Duestion ma" %ave +een compre%ended* )et "our listener answer one Duestion at a time* '%oid Negati%e 8uestions 8an" cross cultural communication misunderstandin,s %ave +een caused +" t%e use o$ ne,ative Duestions and answers* In <n,lis% we answer I"esF i$ t%e answer is a$$irmative and InoF i$ it is ne,ative* In ot%er cultures a I"esF or InoF ma" onl" +e indicatin, w%et%er t%e Duestioner is ri,%t or wron,* For e.ample2 t%e response to &5re "ou not comin,H' ma" +e I"esF2 meanin, IJes2 I am not comin,*F !a7e !urns Cross cultural communication is en%anced t%rou,% tain, turns to tal2 main, a point and t%en listenin, to t%e response* /rite it Down I$ "ou are unsure w%et%er somet%in, %as +een understood write it down and c%ec* (%is can +e use$ul w%en usin, lar,e $i,ures* For e.ample2 a +illion in t%e CS5 is 12KKK2KKK2KKK2KKK w%ile in t%e CL it is 12KKK2KKK2KKK* $e Supporti%e <$$ective cross cultural communication is in essence a+out +ein, com$orta+le* >ivin, encoura,ement to t%ose wit% wea <n,lis% ,ives t%em con$idence2 support and a trust in "ou* C"ec7 &eanings Communication in Organization - Its Function, Nature and Scope =%en communicatin, across cultures never assume t%e ot%er part" %as understood* 7e an active listener* Summari0e w%at %as +een said in order to veri$" it* (%is is a ver" e$$ective wa" o$ ensurin, accurate cross cultural communication %as taen place* '%oid Slang <ven t%e most well educated $orei,ner will not %ave a complete nowled,e o$ slan,2 idioms and sa"in,s* (%e dan,er is t%at t%e words will +e understood +ut t%e meanin, missed* /atc" t"e "umors In man" cultures +usiness is taen ver" seriousl"* 9ro$essionalism and protocol are constantl" o+served* 8an" cultures will not appreciate t%e use o$ %umor and 1oes in t%e +usiness conte.t* =%en usin, %umor t%in w%et%er it will +e understood in t%e ot%er culture* For e.ample2 7ritis% sarcasm usuall" %as a ne,ative e$$ect a+road* &aintain +ti2uette 8an" cultures %ave certain etiDuette w%en communicatin,* It is alwa"s a ,ood idea to undertae some cross cultural awareness trainin, or at least do some researc% on t%e tar,et culture* Networ7s in organization Communication Networs are anot%er aspect o$ direction and $low o$ communication* 7avelas %as s%own t%at communication patterns2 or networs2 in$luence ,roups in several important wa"s* Communication networs ma" a$$ect t%e ,roupMs completion o$ t%e assi,ned tas on time2 t%e position o$ t%e de $acto leader in t%e ,roup2 or t%e" ma" a$$ect t%e ,roup mem+ersM satis$action $rom occup"in, certain positions in t%e networ* 5lt%ou,% t%ese $indin,s are +ased on la+orator" e.periments2 t%e" %ave important implications $or t%e d"namics o$ communication in $ormal or,ani0ations* Centrali0ed Networ ?e-centrali0ed Networ Centralized Networ7 (%e C%ain Communication in Organization - Its Function, Nature and Scope In t%is t"pe one person passes t%e in$ormation to ot%ers down t%e line o$ %ierarc%"2 w%o t%en passes it $urt%er down t%eir own c%ain o$ aut%orit"* It allows onl" vertical movement2 up and down* (%e C%ain can readil" +e seen to represent t%e %ierarc%ical pattern t%at c%aracteri0es strictl" $ormal in$ormation $low2 N$rom t%e top down2N in militar" and some t"pes o$ +usiness or,ani0ations* (%e =%eel In t%e w%eel pattern2 t%e person w%o occupies t%e centrali0ed position or t%e %u+ o$ t%e w%eel co-ordinates all t%e in$ormation* 5ll ot%er communicate onl" wit% t%e central person and not wit% t%e ot%ers* (%e central person solves pro+lems and mae decisions* (%e =%eel can +e compared wit% a t"pical autocratic or,ani0ation2 meanin, one-man rule and limited emplo"ee participation* Communication in Organization - Its Function, Nature and Scope (%e J networ (%e J networ is a variation o$ t%e c%ain6 it includes an e.ample o$ $ormal communication wit%in a %ierarc%" suc% as t%e police $orce or civil $orce* 8essa,es move verticall" +etween su+-ordinates and superiors in t%e %ierarc%"* De-centralized Networ7 (%e Circle (%is ind o$ networ allows eac% mem+er o$ t%e ,roup to interact wit% t%ose on eac% side +ut not wit% t%e ot%ers2 mem+ers receive in$ormation $rom t%e side* Communication in Organization - Its Function, Nature and Scope (%e 5ll C%annels Networ In t%is pattern2 s"stem allows ever" one to communicate wit% ever"one else in t%e ,roup* It wors +est in t%e small ,roups* It is t%e least structured and2 i$ t%e ,roup is too lar,e2 tass can +e dela"ed +ecause o$ too muc% unstructured communication* (%e 5ll-C%annel networ2 w%ic% is an ela+oration o$ 7avelasMs Circle used +" >uet0ow2 is analo,ous to t%e $ree- $low o$ communication in a ,roup t%at encoura,es all o$ its mem+ers to +ecome involved in ,roup decision processes* (%e 5ll-C%annel networ ma" also +e compared to some o$ t%e in$ormal communication networs* Case Stud: Foreigners9 !rip &:in2 w%" donFt "ou ,ive me some super w%ite ideasH' ased 5s%o2 A: <.ecutive* &Super w%ite or +lac idea2 donFt call me :in* I am :inee and call me t%at wa"* Aow man" times I %ave to tell "ouH' 5+out t%ree mont%s a,o2 :inee %ad 1oined as <.ecutive 5ssistant to t%e ?irector* 875 $rom Stan$ord Cniversit"2 s%e was on %er :otation 8ana,ement (rainin, 9ro,ramme 3:8(94* Aer current compan" +elon,ed to S8< and an emplo"ee o$ t%at standin, was pri0ed catc% $or t%em* &O% nameH ?oes it matterH Finall" w%at matters are ideas' &7" t%e wa" w%at is t%at "ou want $rom meH' &(%ose phirangis2 need to +e taen to somew%ere $or outin,* =%" donFt "ou su,,est some +etter placeH' 5s%o was re$errin, to a dele,ation o$ $orei,n clients* (%e" were in India $or t%e pro1ect review and t%e" were to remain Communication in Organization - Its Function, Nature and Scope t%ere $or ne.t $ortni,%t* &Simple* 15t% 5u,ust2 Independence ?a"2 is on Frida"* So our weeend is $or t%ree da"s* =%" donFt "ou or,anise t%eir trip to 8"sore/Oot" on t%ese da"sH' &O% ,reatO I was t%inin, o$ t%e same place +ut linin, it to I? da" is a ,reat idea* 5n"wa"2 "ou alwa"s t%in o$ %olida"s* Suc% ideas can occur to "ou onl"* I donFt now w%et%er "ou are salt o$ t%e eart% +ut certainl"2 "ou are t%e salt o$ t%e compan"' &5nd "ou alwa"s a+out worO' &5n"wa" "ours was ,reat idea* Now itsel$ I will o+tain t%e approval $rom t%e ?irector' said 5s%o and le$t $or t%e ?irectorFs ca+in* 5$ter some time 5s%o returned $rom ?irectorFs ca+in* &)oo :inee2 ?irector %as told "ou to arran,e t%eir %olida"s $or 3 da"s on 15t%2 16t% and 17t% 5u,ust* I %ave o+tained ?irectorFs approval* Ae %as ,iven ver+al sanction to me and I will send a mail to "ou*' &(%at means $inall" it %as come on m" %ead* Aerea$ter I will never su,,est "ou an"t%in,*' P P P On 3:t" 'ugust &Ai :inee2 %ave t%e $orei,nerFs dele,ation reac%ed 8"soreH 5re "ou in touc% wit% t%emH Aave "ou received an" news $rom t%emH' Dueried 5s%o* &I donFt %ave to receive an" news $rom t%em +ut I can tell "ou a+out t%emH' :inee replied* &=%at "ou mean +" I dont have to receive any news from them but I can tell you about them?' ased perple.ed 5s%o* &Simple* I now a+out t%em because I am with them*' &I am with them2 w%at "ou mean +" t%atH 7" t%e wa" w%" "ou were needed to +e wit% t%emH' &I needed to +e wit% t%em +ecause w%en I arran,ed t%is trip $or t%ose $orei,ners2 t%e" told me to accompan"* (%e" wanted some local person to accompan" t%em* Since t%e" reDuested2 I o+li,ed t%em'* &7ut t%en "ou were not to ,o wit% t%em' said 5s%o and %un, up curtl"* P P P Communication in Organization - Its Function, Nature and Scope On 3;t" 'ugust morning 5s%o called :inee in %is o$$ice and e.pressed %is surprise over :ineeFs visit 8"sore/Oot" &I %ad told "ou to do travel and accommodation arran,ement +ut I never t%ou,%t t%at lie a +ird "ou too will $l" wit% t%em*' &7ut 5s%o2 w%en "ou wrote mail to me $or arran,in, t%e trip o$ t%ose $orei,ners2 "ou %ad not mentioned t%at I s%ould not accompan" t%em* 8oreover2 I %ave mana,ed it wit%in t%e +ud,et t%at "ou %ad mentioned* (%en w%at is t%e pro+lemH' :inee was e.pressin, %er $rustration &m" visit was durin, weeend* =%at I do durin, weeend is purel" m" +usiness* It is reall" surprisin, t%at "ou are callin, in Duestion m" inte,rit"'* &I$ I %ad not written t%at "ou s%ould not accompan" t%ose $orei,n di,nitaries2 but then neither I had written that you can accompany them* I discovered +" c%ance t%at "ou were accompan"in, t%em* =%" "ou did not tell to me t%at earlierH (%is is suppression o$ material $actsO Jou new on w%ic% side o$ t%e +read was +uttered and cleverl" "ou are passin, o$$ "our usurpation as "our inte,rit"H' continued 5s%o2 &Jou %ave en1o"ed t%e trip at compan"Fs e.penses* For t%is misconduct2 I need to issue "ou s%ow cause notice*' &I did not tell "ou +ecause I do not report to "ou* I was a +i, %elp to t%ose $orei,n dele,ates* Now I need to raise a complaint a,ainst "ou* ?is,ustin,O =%at ind o$ %ell I am inH (%ese t%in,s would never %appen in m" previous compan"'* (%e %eated e.c%an,e continued $or some time and :inee le$t wit% complete determination to retaliate* P P P On 3<t" 'ugust morning 8ano%ar2 ?irector o$ t%e compan"2 resumed %is o$$ice as usual* On c%ecin, %is sc%edule $or t%e da"2 %e opened %is mail* =%en %e was peein, over t%e su+1ect %eadin, o$ eac% mail2 %e startled to $ind one o$ t%e su+1ects %eadin, as &?ra$t o$ S%ow Cause Notice'* Ae was a+out to open t%at mail t%inin, w%at must %ave +een stored in it w%en %is train o$ t%ou,%ts was interrupted +ecause o$ :ineeFs sudden entr" &(%ere are some important mails $or "ou and one is $rom me too'* &From "ouH' Dueried 8ano%ar* 7e$ore :inee could spea an"t%in,2 %e %ad rested %is e"es on %er mail wit% su+1ect %eadin, &>rievance a,ainst A:'* P P P Communication in Organization - Its Function, Nature and Scope Read the above case study carefully and bring out the various issues involved in it Case 'nalsis a4(%ere are perception di$$erences +etween 5s%o and :inee* +4=%en 5s%o wrote mail to :inee2 %e did not speci$" w%o will ,ive admin support to t%e $orei,n dele,ates* O$ t%e 7 CFs o$ Communication2 one ICF is ICompletenessF* 5s%oFs communication was incomplete* (%is incomplete communication %as created con$lict* From t%e initial tas con$lict 2 it switc%ed to relations%ip con$lict* c4:inee did not deem it $it to in$orm an"one i$ s%e wanted to accompan" $orei,n dele,ates* (%is %as ,iven credence to communication ,ap* d4:ineeFs remar at t%e end &!hat "ind of hell I am in? These things would never happen in my previous company' s%ows %er mental non-ali,nment wit% %er current compan"* e4Once a person 1oins a new compan"2 %e/s%e needs to learn and de-learn somet%in,* :inee is "et to come to terms to wit% t%e culture o$ t%e new compan"* Aer %an,over o$ t%e wor st"le o$ previous compan" %as put %er personal credi+ilit" into Duestion* $4(%e instances lie t%ese sow seeds o$ discord and vitiate t%e or,anisationFs climate* ,4In a compan" w%ere emplo"ee empowerment is practised and promoted2 :ineeFs proactive approac% would not %ave attracted wrat% $rom A: :at%er it mi,%t %ave attracted appreciation* Aowever2 t%is was not t%e case o$ %er current compan"* %49ossi+l" :inee mi,%t l"e low a$ter t%is incident +ut s%e will remain put o$$ $or a lon, time* i4(%e incident is t%e +est ,rist $or t%e ,rapevine* (%e incident ma" +e interpreted di$$erentl" +" di$$erent emplo"ees in t%eir in$ormal c%at and discussion and t%at will create a $urt%er distortion o$ t%e realit"* 'ction !ools a4?evise a standard $orm $or o+tainin, approval $or outstation visits* Communication in Organization - Its Function, Nature and Scope Standardisation o$ process alwa"s %elps in avoidin, con$usion* +4Strive $or process centred wor st"le over person centred wor st"le* c4Clari$" +oundaries o$ emplo"ee empowerment* d4<mplo"ee motivation cannot +e decoupled $rom or,anisationFs culture* 8otivation stems $rom or,anisationFs culture* 8ana,ement must tae proactive approac% in s%apin, t%e or,anisationFs culture rat%er t%an allowin, it to tae %a"wire s%ape on its own* e4=%ile trainin, sta$$ on communication2 mana,ement must ,ive emp%asis on or,anisational communication rat%er t%an smaller aspect lie tone2 st"le2 +od" lan,ua,e etc* Bibliography Welingkar Notes for Business Communication Internet Organiation Behaviour by !s"athapa Communication in Organization - Its Function, Nature and Scope