Organizational Communication

Slides By Rana Usman SattarStudent Of BBA(Hons)PMAS Arid Agriculture University RawalpindiGmail: ranaa.usman@gmailFacebook: usman.shan86@yahoo.com

To increase employees’ job performance and effectiveness by updating their knowledge

To promote employees’ sense of belonging and commitment

To effect changes smoothly To motivate and create a sense of identification

with the organization’s goals To inform and convince employees about

decisions and the reasons behind those decisions To develop employees’ clear understanding of

their roles and future growth opportunities in the organization

To empower employees with information on development and activities

Need For Communication in Management

Internal Communicating with superiors Communicating with sub-ordinates Communicating with colleagues Communicating between departments External Interacting with customers Dealing with government agencies and departments Handling suppliers Dealing with the public Communicating with the press

Classifying Business Communication

Internal Communication

Communication Channels

Formal Informal

Vertical Horizontal

Upward Downward

When the information is communicated through the hierarchical lines of authority

Covers an ever widening distance as organizations grow

Keeps the higher level managers from getting bogged down with unnecessary information

Formal Channel of Communication

Along with formal channel , every organization has informal channel of communication that is equally effective

Not officially sanctioned and quite often discouraged or looked down upon

Named as grapevine as it runs in all directions

Informal Channel of Communication

Formal CommunicationAdvantages Disadvantages

Satisfy the information needs of the organization

Integrates the organization

Coordination and control Sorts the information for

high level executives Restricts unwanted flow

of information Reliability and accuracy

of information

Time consuming and expensive

Increases the workload of line supervisor

Information may get distorted

Creates gaps between top executives and lower subordinates.

Vertical Downward Upward Horizontal

Types of Formal Communication

Objectives: To give specific directions about the job

being instructed to the subordinates To apprise the subordinates about their

performance To explain organizational policies and

procedures

Vertically Downward Communication (refers to communication from higher level in managerial hierarchy to lower ones)

Downward Communication

WrittenEg instructionsMemoLettersHandbooksPamphletsPolicy statementsProceduresElectronic news display

OralEg instructionsSpeechesMeetingsTelephone

Delay Loss of information Distortion Under Communication Over Communication Built-in Resistance Disinterest Laziness Negative feeling towards the subordinate

Downward Communication-Limitations

Objectives: Receiving suggestions Providing feedback Greater Harmony Outlet for pent-up emotions Projects a caring image about the company

towards the subordinates Ensures accountability within the organization

Vertically Upward Communication

Requests reports proposals feedback suggestion box exit interviews grievance committee

Examples of Upward Communication

Employees are reluctant to express

Delay, Distortion and FilteringBypassing and suspicionFear of superiorFear of being interpreted as Personal Incompetency

Upward Communication-Limitations

Transfer of information horizontally from one department to the other

Main objective is developing teamwork and promoting group coordination within an organization

More casual in tone and occurs more frequently

Saves time and facilitates cooperation Carried out through informal discussions,

management gossip, telephone calls, teleconferencing, memos, routine meetings…

Lateral/ Horizontal Communication

Provides better understanding between the employees

Enables a sense of belonging Enables coordination between different

departments and ensures team work Helps the people to share relevant and

important information Helps the business to grow Helps people of the same organization to

solve common problems

Importance of Horizontal Communication

Informal channels transmit official news through unofficial and informal communicative interactions known as grapevine

Includes teatime gossip, casual gatherings, lunch time meetings

Such channels more active in organizations which are not transparent

Informal Communication-Grapevine

Y

D

C

B

ASingle Strand A

F B D

J

HCE

KG I

X

Probability

Informal Network Models

AJB

D H I

K

F

GE

C

GossipA

C

D

F

J

IB

Cluster

Is the way in which most people view the grapevine

Message is passed from one person to another along a single strand

Single Strand

Y

D

C

B

ASingle Strand

One person passes information to all the others

Gossip Network

AJB

D H I

K

F

GE

C

Gossip

Each person tells others at random

Probability

A

F B D

J

HCE

KG I

X

Probability

Most popular pattern of grapevine Refers to that flow of communication in

which some people tell a selected few of others

Which individuals are active on the grapevine often depends on the message

Eg: a message that sparks the interest of an employee may stimulate him/her to tell someone else, whereas another message that is perceived to be of lesser interest may never be transmitted further

ClusterACD

F

JIB

Cluster

Strengthens the solidarity of workers Provides emotional relief Speedy transmission Support to other channels Less expensive than formal channels May give some information that you may

find otherwise difficult to collect through formal channels

Quick Feedback

Merits of Grapevine

Less credible Incomplete Information Distorted information Fast spreading nature can cause damage to the organization

Loss and wastage of time May hurt people

Demerits of Grapevine

To be used as a supplementary channel only

Information to be verified for the facts and source

Should not be ignoredEmployees using this channel should not be threatened or encouraged too much

Guidelines for Grapevine

Some managers believe they can’t maintain their authority if their employees feel overly comfortable with them. They fear that if they become friends with employees, a line of authority may be crossed. They think that their role necessitates a professional transformation in both behavior and mental attitude. They send only structural messages, never relational messages, to subordinates. Other managers believe that friendships with their employees can be productive. They think the exchange of relational messages increases morale and motivation and encourages employees to provide productive feedback.

Caselet

Can a manager develop friendships with employees and still command respect?

Many employees seem to prefer managers who are sensitive and caring, but still “take care of business.” How can this blend of caring and competence be achieved?

Is it necessary to alter your behavior and/or personality to be successful business manager in today’s organization? Explain your viewpoint.

If some change is necessary to achieve professionalism, what aspects of your behavior and attitude need to be modified? Explain why these changes or new behaviors are necessary.

Analysis

Gopal, Namita, 2009: Business Communication; New Age International Publishers (Chapter 5)

Chaturvedi, P. D. and Chaturvedi, Mukesh, 2009 reprint: Business Communication, Concepts, Cases and Applications; Pearson Education. (Chap. 3)

Reading

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