Communication in the

Workplace

Topic: One
Communication in the
Workplace
What is Communication?

Communication is the process of sending

and receiving a message.
This include (but not limited to) –
 Exchanging an e-mail
 Sending a letter
 Giving a formal presentation
 Chatting with the co-workers
Importance of Communication
 Oral communication
 Teamwork/Collaboration
 Professionalism
 Written communication
 Critical thinking/Problem solving
Challenges for Communicators
 The need for expanded media literacy
 Increasing Globalism
 Workplace diversity
 Cross-cultural competency
 Need for strong analytical skill
 Increased focus on ethics and social
responsibility
Features of Effective Communication

 Provide practical information

 Give facts rather than impressions
 Present information in a concise, and
efficient manner
 Clarify expectations and responsibilities
 Offer persuasive arguments and
recommendations
Barriers to Effective Communication

 Distractions

 Information overload

 Perceptual differences

 Language differences

 Restrictive environments

 Deceptive tactics
Shared Experience

Little shared Average amount of Large amount of

experience shared experience shared experience

Meanings dissimilar Meanings similar Meanings very similar

Misunderstanding Average degree of High degree of

understanding understanding
Communication Barriers
Perception Restrictive
and Language Environments

•Selective perception •Information flow

•Shared meanings •Leadership style

Distractions Overload Deception

•Physical discomfort •Business messages •Illegal messages

•Emotional issues •Technology issues •Unethical messages
Main Forms of
Communication in Business

 Operational
 Internal
 External

 Personal

Intranets (or portals) like this one

from Deere & Company are used
for internal communication.
Internal Communication

Official Structure The Grapevine

Formal Chain Informal

of Command Networking

Up, Down, Across Unofficial Lines

Formal Power Lines of Power
External Communication

Formal Contacts Informal Contacts

Marketing Employees

Public Relations Managers

Communication Networks

Formal communication represents a network, in

which ideas and information flow along the lines of
command (the hierarchical levels) in an
organization.

Informal communication is a network where two

or more individuals (i.e. employees) are in contact
that does not maintain formal hierarchy of an
organization.
It is also termed as “Grapevine”.
Grapevine

 A secret means of spreading or

receiving information
 The informal transmission of (unofficial)
information, gossip or rumor from
person-to-person -> "to hear about
s.th. through the grapevine"
 A rumor: unfounded report; hearsay
Communication Networks

 Formal Network
 Well-established, usually along operational
lines
 Depends on certain established forms or
“genres” in the company
 Planned and managed
 Informal Network
 Complex
 Dynamic
External Audiences…

Core
Business Customer
Partners

Company

Public Industry
Groups Partners

Regulatory
Agents
Forms of Communication

Internal External

Memos, reports, Letters, reports,

emails, speeches,
Formal
conference calls, websites, news
presentations releases, advert
Emails, instant Face-to-face
Informal messages, face- discussions,
to-face emails, phone
discussions calls, blogs
The Formal and Informal Communication Networks
in a Division of a Small Manufacturing Company

Department
Manager

Supervisor Supervisor

Black Solid Lines = Formal Network

Brown Dashed Lines = Informal Network (at a moment in time, for they change often)
Factors Affecting the
Communication in a Business

 Nature of the business

 Operating plan
 Business environment
 Geographic dispersion
 People
 Company culture
The Contexts for Communication

 The larger context

 Business-economic
 Sociocultural
 Historical
 The relationship of the communicators
 The communicators’ particular contexts
 Organizational
 Professional
 Personal
Business Communication Process
Communication Tasks (Sender)

 Sensing a communication need

 Defining the situation
 Considering possible communication
strategies
 Selecting a course of action
 Composing the message
 Sending the message
Communication Tasks (Receiver)

 Receiving the message

 Interpreting the message
 Deciding on a response
 Responding to a message
Basic Communication Model

Encoding Noise Decoding

Message conflict and inconsistency

Channel
Newspaper, mail,
Source Message magazine, e-mail, Receiver
Company, Brand messages TV, radio, Customer, client
individual package,
salesperson,
customer service,
Internet

Feedback
Request information, acceptance, rejection
End of the Issue