Communication

in Organizations

Chapter 9

Learning Objectives
1.
2.

3.
4.
5.
6.

Describe the process of communication and its role in

organizations.
Identify various forms of verbal media used in
organizations, and explain which ones are most
appropriate for communicating messages of different
types.
Explain how style of dress and the use of time and space
are used to communicate nonverbally in organizations.
Describe various types of individual differences with
respect to how people communicate with each other.
Describe the formal and informal forces that are
responsible for communication in organizations.
Explain the various things you can do to improve your
effectiveness as a communicator in organizations.
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Communication
The process by which
a person, group, or
organization (the
sender) transmits
some type of
information (the
message) to another
person, group, or
organization (the
receiver)
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Communication Concepts
Encoding:
Encoding The process by which an idea is transformed
so that it can be transmitted to, and recognized by, a
receiver (e.g., a written or spoken message).
Channels of Communication:
Communication The pathways over which
messages are transmitted (e.g., telephone lines, mail).
Decoding:
Decoding The process by which a receiver of messages
transforms them back into the senders ideas.
Feedback:
Feedback Knowledge about the impact of messages on
receivers.
Noise:
Noise Factors capable of distorting the clarity of
messages at any point during the communication
process.

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The Communication
Process

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Purposes of
Communication

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To direct action
To achieve
coordinated action
To share
information
To develop
friendships
To build trust and
acceptance
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Verbal Communication
The transmission of messages using
words, either written or spoken.
Traditional Verbal Media:
Media Forms of
communication that do not depend on
the use of computers.
Computer-Mediated Communication:
Communication
Forms of communication that depend on
the use of computers.
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Traditional Verbal Media

Forms of communication that do not
depend on the use of computers.

Face-to-face discussion
Telephone
Memos and letters
Newsletters
Employee handbook
Flyers and bulletins

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Computer-Mediated
Communication
Forms of communication that depend
on the use of computers.

E-mail
Instant messaging
Video-mediated communication
Speech technology

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Continuum of Communication
Media

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Communication
Effectiveness

Communication is most effective when it uses

multiple channels, such as using both oral and
written messages.
Oral messages are useful in getting peoples attention and
allow for immediate two-way communication.
Following up in writing makes the message more
permanent.

A mediums effectiveness depends on how

appropriate it is for the kind of message being sent.
Oral media are more effective when messages are
ambiguous.
Written media are more effective when messages are clear.

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Media Guidelines

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Nonverbal Communication

The transmission of messages without the

use of words.
Types

Style of Dress:
Dress Communicating by appearance.
Time:
Time The waiting game.
Space:
Space What does its use say about you?

Both verbal and nonverbal channels are

important sources of information used in
conjunction with each other in the process
of communication.
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Individual Differences
Personal Communication Style:
Style The
consistent ways people go about
communicating with others.
Gender Differences:
Differences Men tend to reinforce
their status when they talk, whereas
women tend to downplay it.
Cross-Cultural Differences:
Differences Cultures vary
in terms of the vocabularies they use, the
meaning of similar terms, and the norms
for using certain words.
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Personal Communication
Styles

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Differences in Cultural
Norms

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Types of Communication
Formal
Formal
The sharing
sharing of
of
The
messages regarding
regarding
messages
the official
official work
work of
of
the
the organization
organization
the

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Informal
Informal
The sharing
sharing of
of
The
unofficial messages,
messages,
unofficial
ones that
that go
go beyond
beyond
ones
the organizations
organizations
the
formal activities
activities
formal

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Formal Communication

Organizational Structure:
Structure The formally prescribed
pattern of interrelationships existing between the
various units of an organization.
Organizational Chart:
Chart A diagram showing the formal
structure of an organization, indicating who is to
communicate with whom.
Types of Communication:
Communication
Downward
Upward
Horizontal

Mum Effect:
Effect The reluctance to transmit bad news,
shown either by not transmitting the message at all or
by delegating the task to someone else.

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Formal Communication

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Informal Communication
Old-Boys Network:
Network A gender-segregated informal
communication network composed of men with
similar backgrounds.
Snowball Effect:
Effect The tendency for people to
share informal information with others with whom
they come into contact.
Grapevine:
Grapevine An organizations informal channels
of communication, based mainly on friendship or
acquaintance.
Rumors:
Rumors Information with little basis in fact, often
transmitted through informal channels.

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Informal Communication
Networks

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Internal vs. External

Communication
Research has
shown that
executives tend to
communicate
differently when
sending messages
inside and outside
their organizations.
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Improving Communication
Skills
Use

simple, clear language

Become an active, attentive listener
Gauge the flow of information
Give and receive feedback
Be a supportive communicator
Use inspirational communication
tactics
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Use Simple, Clear

Language
Using needlessly formal language imposes
a serious barrier to communication.
Jargon:
Jargon The specialized language used by
a particular group (e.g., people within a
profession).
K.I.S.S. Principle:
Principle A basic principle of
communication advising that messages
should be as short and simple as possible
(an abbreviation for keep it short and
simple).
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Examples of Ambiguity

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Become an Active Listener

Tips for active listening:
Ask questions and put the speakers ideas into
your own words.
Avoid jumping to conclusions or evaluating the
speakers remarks.
Make sure you understand anothers ideas before
you formulate your reply.

HURIER Model:
Model The conceptualization that
describes effective listening as made up of
the following six components: Hearing,
Understanding, Remembering, Interpreting,
Evaluating, and Responding.
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The HURIER Model

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Information Overload

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Information Overload
When systems are overloaded,
distortion and omission are likely
result.
Strategies for avoiding these problems:

Redundancy:
Redundancy Transmitting messages via
multiple channels.
Verification:
Verification Ensuring that messages have
been received accurately by having them
repeated back.
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Feedback
360-degree Feedback
Suggestion Systems:
Systems Procedures that
provide formal mechanisms to employees
for presenting their ideas to the company.
Corporate Hotlines:
Hotlines Telephone lines
staffed by experts ready to answer
employees questions, listen to their
comments, and the like.
Informal Meetings
Employee Surveys
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Supportive
Communication
Any communication that is accurate and honest and
that builds and enhances relationships instead of
jeopardizing them.
Invalidating Language:
Language Language that arouses
negative feelings about ones self-worth.
Validating Language:
Language Language that makes people
feel recognized and accepted for who they are.
Conjunctive Statements:
Statements Statements that keep
conversations going by connecting one speakers
remarks to anothers.
Disjunctive Statements:
Statements Statements that are
disconnected from a previous statement, tending to
bring conversations to a close.

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Inspirational
Communication
Project

confidence and power with

emotion-provoking words
Be credible
Pitch your message to the listener
Cut through the clutter
Avoid junk words that dilute your
message
Use front-loaded messages
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Projecting Confidence

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