Communication in the Workplace

Chapter: One

Communication

Behavior in Organizations, p.289

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

Features of Effective Communication

Provide practical information Give facts rather than impressions Clarify and condense information State precise responsibilities Persuade others Offer recommendations

Barriers to Effective Communication

Distractions

Information overload

Perceptual differences

Language differences

Restrictive environments

Deceptive tactics

Communication BarriersPerception

and Language

•Selective perception•Shared meanings

RestrictiveEnvironments

•Information flow•Leadership style

Deception

•Illegal messages•Unethical messages

Distractions

•Physical discomfort•Emotional issues

Overload

•Business messages•Technology issues

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 StructureOfficial Structure

Formal ChainFormal Chainof Commandof Command

Up, Down, Across Up, Down, Across Formal Power LinesFormal Power Lines

The GrapevineThe Grapevine

Informal Informal NetworkingNetworking

Unofficial LinesUnofficial Linesof Powerof Power

External Communication

Formal ContactsFormal Contacts

MarketingMarketing

Public RelationsPublic Relations

Informal ContactsInformal Contacts

EmployeesEmployees

ManagersManagers

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”.

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

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

DepartmentManager

Supervisor Supervisor

Black Solid Lines = Formal NetworkBrown Dashed Lines = Informal Network (at a moment in time, for they change often)

The Formal and Informal Communication Networks in a Division of a Small Manufacturing Company

Factors Affecting the Communication in a Business Nature of the business Operating plan Business environment Geographic dispersion People Company culture

The Communication Process

Sensing a communication need Defining the situation Considering possible communication

strategies Selecting a course of action Composing the message Sending the message

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

Shared Experience

Little shared experience

Average amount of shared experience

Large amount of shared experience

Meanings dissimilar Meanings similar Meanings very similar

High degree of understanding

Average degree of understanding

Misunderstanding

Basic Communication Model

SourceSourceCompany, individual

MessageMessageBrand messages

ChannelChannelNewspaper, mail, magazine, e-mail, TV, radio, package, salesperson, customer service, Internet

ReceiverReceiverCustomer, client

FeedbackFeedbackRequest information, acceptance, rejection

NoiseNoiseMessage conflict and inconsistency

Encoding Decoding

Business Communication as Problem Solving

Most business-communication problems are ill-defined problems requiring Analysis Creativity Judgment

Some Basic Truths about Communication Meaning is in the mind, and no two

minds are alike. The symbols for communicating are

imperfect, and so are our best communication efforts.

Communication is about information and relationships.