Organizational Communication Chapter Eight. © Copyright Prentice-Hall 2004 2 Communication Concepts Communication is defined as the process by which a

Organizational Communication

Chapter Eight

© Copyright Prentice-Hall 20042

Communication ConceptsCommunication is defined as 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)Channels of Communication include telephone lines, radio and television signals, fiber-optic cables, mail routes, and even the airwaves that carry the vibrations of our voices


Encoding is the process of translating an idea into a form, such as written or spoken language, that can be recognized by a receiver

Decoding is the process of converting a message back into a sender’s original ideas

Feedback is the process of providing information about the impact of a message on the receiver

Noise is the name given to factors that distort the clarity of messages

Communication Concepts


The Communication Process


Formal Communication

Formal communication is the process of sharing official information with others who need to know it. Formal communication usually follows the prescribed pattern of interrelationships between various units of an organization, which is commonly depicted in an organization chart


Formal Communication

Formal communication is driven by the hierarchical structure of the organization according to general principles of management (Fayol, Weber, etc.) Unit of command: one supervisor Scaler principle: line of authority Span of control: 3-8 subordinates Line/staff distinction: major dichotomy


Formal CommunicationDownward communication consists of instructions, directions, and orders – that is, messages telling subordinates what they should be doing – as well as feedbackUpward communication consists of messages that managers need to do their jobs, such as data required to complete projects, suggestions for improvement, status reports, and new ideasHorizontal communication consists of messages that flow laterally, including efforts at coordination and attempts to work together


Informal Communication

Informal communication consists of information shared without any formally imposed obligations or restrictions

The grapevine refers to the pathways along which unofficial information travels

Rumors are messages that transmit information that is almost totally without any basis in fact and is unverifiable


Forms of Communication

Verbal communication consists of transmitting and receiving ideas using words Oral: face-to-face talks, telephone conversations Written: faxes, letters, e-mail messages

Nonverbal communication consists of transmitting and receiving ideas without words Facial gestures, body language, clothes


Traditional Communication Media


Face-to-Face vs. Online Communication


Nonverbal Communication

The transmission of messages without the use of words

Types Mode of Dress Waiting Time Seating Position


Nonverbal Communication Tips

Stand and sit using an erect posture. Avoid slouching. When confronted, stand up straight. Do not cower. Nod your head to show that you are listening to

someone talk. Maintain eye contact and smile at those with whom

you are talking. Use hand gestures in a relaxed, nonmechanical way. Always be neat, well groomed, and wear clean, well-

pressed clothes.

Stand and sit using an erect posture. Avoid slouching. When confronted, stand up straight. Do not cower. Nod your head to show that you are listening to

someone talk. Maintain eye contact and smile at those with whom

you are talking. Use hand gestures in a relaxed, nonmechanical way. Always be neat, well groomed, and wear clean, well-

pressed clothes.

Table 8.1


Improving Your Communication Skills

Use inspirational communication tactics

Be a supportive communicator Encourage open feedback Use simple language Avoid overload Walk your talk Be a good listener


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 Cut through the clutter


Message Bombardment


Supportive Communication Supportive communication involves showing

people that you are interested in what they have to say, and responding in a way that strengthens the relationship between you

Supportive communication techniques include Focusing on the problem rather than the person Matching your words and your body language Acknowledging the other person’s ideas Keeping the conversation going


Feedback

360-degree Feedback360-degree Feedback

Suggestion SystemsSuggestion Systems: Procedures that provide formal mechanisms to employees for presenting their ideas to the company

Corporate HotlinesCorporate Hotlines: Telephone lines staffed by experts ready to answer employees’ questions, listen to their comments, and the like


Use Simple, Clear Language

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


Information Overload


Improving Listening Skills


Cross-Cultural CommunicationLearn local cultural rulesDon’t take anything for grantedShow respect for everyoneSpeak slowly, clearly, and in straightforward languageTry to speak the local language – at least a littleBeware of nonverbal differences

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Organizational Communication Chapter Eight. © Copyright Prentice-Hall 2004 2 Communication Concepts Communication is defined as the process by which a