Communication Chp 2

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Effective Communication

Communication in Organization Its Nature,

function & Scope

Communication in Organization - Its Function, Nature and Scope


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Contents

Sr. No. Particulars

1 Communication-Overview

2 Introduction

3 Nature

4 Function

5 Scope

6 Cross Cultural Communication

7 Networks in Communication

8 Case Study

9 Bibliography



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Definition and its meaning

It is derived from the word communisThis in Latin means common. It stands for the common activity of humanbeings of conveying opinions feelings or information etc.

Communication is a process of passing information and understanding fromone person to another. ____ Keith Davis

Communication is any behavior that results in an exchange of meaning The American Management Association

Communication is the process by which information is passed betweenindividuals and/or organizations by means of previously agreed symbols.

Organization :

The objective approach suggests that an organization is a physical,concrete thing, that it is tangible and actually holds people,relationships, and goals. (container view of organization)

A subjective approach looks at an organization as activities that peopledo. Organization consists of the actions, interactions, and transactionsin which people engage. Organization is created and maintainedthrough the continually changing contacts people have with one

another and does not exist separately from the people whose behaviorconstitutes the organization.



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Organizational Communication:

Communication used to promote a product, service, or organization; relayinformation within the business; or deal with legal and similar issues. It is also

a means of relying between a supply chain, for example the consumer andmanufacturer.

At its most basic level, the purpose of communication in the workplace is toprovide employees with the information they need to do their jobs. BusinessCommunication encompasses a variety of topics, including Marketing,Branding, Customer relations, Consumer behavior, Advertising, Publicrelations, Corporate communication, Community engagement, Research &Measurement, Reputation management, Interpersonal communication,Employee engagement, Online communication, and Event management..

Business is conducted through various channels of communication, includingthe Internet, Print (Publications), Radio, Television, Ambient media, Outdoor,and Word of mouth.

Definition of Organizational Communication:

A program that focuses on general communication processes and dynamicswithin organizations. Includes instruction in the development andmaintenance of interpersonal group relations within organizations; decision-

making and conflict management; the use of symbols to create and maintainorganizational images, missions, and values; power and politics withinorganizations; human interaction with computer technology; and howcommunications socializes and supports employees and team members.

Need of Communication

Share our ideas and opinions

Provide feedback to others

Get information from others

Gain power and influence

Develop social relationships

http://en.wikipedia.org/wiki/Marketinghttp://en.wikipedia.org/wiki/Brandinghttp://en.wikipedia.org/wiki/Customer_relationshttp://en.wikipedia.org/wiki/Consumer_behaviourhttp://en.wikipedia.org/wiki/Advertisinghttp://en.wikipedia.org/wiki/Public_relationshttp://en.wikipedia.org/wiki/Public_relationshttp://en.wikipedia.org/wiki/Communicationhttp://en.wikipedia.org/wiki/Communityhttp://en.wikipedia.org/wiki/Researchhttp://en.wikipedia.org/wiki/Measurementhttp://en.wikipedia.org/wiki/Reputation_managementhttp://en.wikipedia.org/wiki/Interpersonal_communicationhttp://en.wikipedia.org/wiki/Employee_engagementhttp://en.wikipedia.org/wiki/Onlinehttp://en.wikipedia.org/wiki/Event_managementhttp://en.wikipedia.org/wiki/Internethttp://en.wikipedia.org/wiki/Publicationhttp://en.wikipedia.org/wiki/Radiohttp://en.wikipedia.org/wiki/Televisionhttp://en.wikipedia.org/wiki/Ambient_mediahttp://en.wikipedia.org/wiki/Word_of_mouthhttp://en.wikipedia.org/wiki/Marketinghttp://en.wikipedia.org/wiki/Brandinghttp://en.wikipedia.org/wiki/Customer_relationshttp://en.wikipedia.org/wiki/Consumer_behaviourhttp://en.wikipedia.org/wiki/Advertisinghttp://en.wikipedia.org/wiki/Public_relationshttp://en.wikipedia.org/wiki/Public_relationshttp://en.wikipedia.org/wiki/Communicationhttp://en.wikipedia.org/wiki/Communityhttp://en.wikipedia.org/wiki/Researchhttp://en.wikipedia.org/wiki/Measurementhttp://en.wikipedia.org/wiki/Reputation_managementhttp://en.wikipedia.org/wiki/Interpersonal_communicationhttp://en.wikipedia.org/wiki/Employee_engagementhttp://en.wikipedia.org/wiki/Onlinehttp://en.wikipedia.org/wiki/Event_managementhttp://en.wikipedia.org/wiki/Internethttp://en.wikipedia.org/wiki/Publicationhttp://en.wikipedia.org/wiki/Radiohttp://en.wikipedia.org/wiki/Televisionhttp://en.wikipedia.org/wiki/Ambient_mediahttp://en.wikipedia.org/wiki/Word_of_mouth


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Maintain self-expression and our culture

Other ideas one may have thought of

Common ways of communication

Spoken WordsVisual Images

Written wordsBody Language

There are two types of business communication in an organization:

Internal Communication

External Communication

Types of Business Communication

One-way and two-way

Formal and Informal

Verbal and Non-verbal

Written and Oral

Intrapersonal and Interpersonal

Vertical and Horizontal

Group

Mass



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Process of Communication:

Nature of Communication

It is a processThe term process has been defined as an identifiable flow of interrelatedevents moving over time towards some goal or an end. In other wordscommunication is a process in which there are some identifiable interrelatedevens which are initiated by the sender. This is followed by encoding

messages, through some channel till the receiver receives the message andends the process with the feedback.

It is inevitable


sender mediamessage

receiver

message

Information

sourceEncoding

Channel

Decoding Destination

Feedback

Shanon-Weaver Model

Noise


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Communication is essential a physical, social & psychological exercise. If anindividual is provided all physical comforts, but is not allowed to read, write,speak and or listen, he will become mentally deficient.

Meaning basedCommunication is meaning based. As has been very succinctly said by aspecialist, The most immediate need of communication is to be able to referto things in the real world i.e. to be able to name things, states, events &attributes by using words. In addition we must be able to link wordstogether so as to create meaningful sentences & language. Hence, there is aneed to be clear headed about what we want to say.

Communication could be intentional and unintentional

Communication takes place even when we do not plan it and when we are notconscious of it; we may communicate something that we had not intended tocommunicate.

Communication is systematicEvery components of communication is affected by the other. The one whosends the message itself as well as the receiver of the message; all areinterrelated and affected by each other.

A two-way traffic

There is no communication, unless the message send by the sender is notbeen received by the receiver. Since the communication is an exchange ofviews, opinions & directions. It involves both parties. George Terry hasrightly said remarked, simply talking or writing without regard to therecipients response, is conducive to creating a gross misunderstanding.

Communication is a social processHuman being is a social animal. He cannot live in isolation. Communication isa process which helps human being to interact and socialize making it a social

process.A dynamic processDynamics means ever changing Communication is not constant or one timeevent. It is a dynamic and ever changing all the time.



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Thoughts and ideas, which do not produce a response, do not come under thepurview of communicationIt is the life blood of the business

No business organization and no civilized society can exist, survive and growwithout the existence of an effective communication network. Throughcommunication, people working in an organization get activated and involvedin performing a variety of roles for achieving organizational goals. Variousmode of communication are used for people outside to expose them to theexistence, products, profit and progress of the organization.

Functions of Communication:

One outline of the functions of Communication follows what might be thoughtof as a rhetorical approach and is as follows:

Information

Persuasion

Downward Communication

Upward Communication

Horizontal Communication

Information:

It consists of facts and figures and data arrange in a pattern which are usefulfor different purposes, eg. List of names, address and telephone numbers ofcustomers.

Information is very necessary in an organization as it reduces uncertaintyabout the situation or the environment. It helps an employee to get

acclimatized to the rules, regulations, norms and culture of an organization

Information may be given orally or in writing. Information circulated orallycannot be used for future references. Whereas written information can beused for future references like emails, fax, reports, notices etc.

Information flows at all levels in an organization from Downward to upwardand vice versa. It also circulated horizontally at all levels



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Downward moving: It is that information that moves from the Superiors tothe Subordinates. It is that information, which has to be implemented by thesubordinates in an organization.

Upward Moving- It is that information that moves form the Subordinates to

the Superiors. It is in the form of progress report, minutes of committeemeeting, information & data requested etc.

Horizontal or sideways moving It is that information which is usually flows inbetween subordinates and peers. It is likely to be oral and informal.

Written information moves horizontally in forms of copies of reports andother documents

There is a lot Information moving out of an organization to the externalpublic and also there is alot of information that moves into an organization

from the external environment. This cycle is very necessary for the growth ofan organization as a whole and as well as the external environment

Examples of Information moving out of an organization to the externalenvironment are as follows:

Admission notices

Recruitment notices

Annual reports

Prospectus

Broachers

Price list

Catalogues of products

Examples of information moving into an organization from the externalenvironment

Railway/airlines time table

Population figures

Demographic details

Catalogues and price list of products

There is a lot of information and knowledge that circulated within, outside,in-between an organization. It ultimately depends on the organization and itsemployees to gasp the correct and the right required information

Persuasion:

It means making efforts to change the attitudes and behavior of others.



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It requires skills and ability to use the symbols of communication in aneffective manner

The persuader needs knowledge of the background and the present attitudes/views of the people in order to use the right appeals and reasons.

It means using best arguments to win over and convince others.

Three factors of Persuasion

Source credibility

People believe what a said or written by a respected person.

Emotional appeal

People have 3 types of needs

Physical

Social

Ego

Social & ego are emotional needs

If the persuader offers satisfaction of these needs, people respond favorably

Reasonable logic

People must be shown how they will benefit by accepting the proposal ideas,views or actions

Downward Communication

Communication that flows from the higher hierarchy to lower hierarchy iscalled downward communication.



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Instructions and orders

Instructions means directions

Eg. Instructions are on the box

It also means order

Eg. My instructions are to issue only two books at a time Orders is formal

It is assignment of task

Eg. Office orders

Education and Training

Education is a development of the general and special abilities of mind.

Training is practical education or practices, usually under supervision, insome skill.

Oral communication lectures and discussion, Handouts and notes,Demonstrations and actual work experience, Films

Educational communication is done for the building up goodwill and publicrelation

On the Job Training

It is an effort to build up employees loyalty to the company

Most on the job training is oral and is supplemented by instruction

booklets, policy statement, pamplets and employee manuals

Motivation

Motivation means providing people with a motive, an incentive, an innerurge to make effort to their best.

Managers constantly ty to improve performance in the work place bymotivating the staff.

Communication is the critical element in motivation of employees

Recognition

Appreciation of good work

Sense of support

Motivation requires regular and careful communication which managersand supervisors need to do skillfully.

Raising Morale



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Moral is the individual and collective spirit and moral condition ofemployees with regards to discipline and confidence

Raising moral cannot be done by single communication; it is affected byall communication and by the manner and style of communication.

Communication may be stepped up if the morale goes down or is likely to

go down Notices & Circulars

Informal tea meetings

Special morale boosting communication must be well-coordinated andcarefully planned

E.g. Conferences and short meetings

Advice

Advice may be given on matters related to work or on personal matters.

Advice is most effective if it is oral, face to face, informal andconfidential

It is best to use oral communication for advice

Counseling

It is an organized and special form of advice

Communication for counseling is mostly oral but there may also be printedmaterial for the purpose of giving the required information.

It can be successful only if there is two way communication.

Warning

Warning means urging or advising some one to be careful; it is intended tocaution some of possible danger.

It is also an authoritative or formal notice of something unfavorable

Warning is an important requirement of communication skill to be able togive a warning without being insulted.

Appreciation

Appreciation of a good effort, work and achievement of employees bysupervisors and managers is important for creating good attitude amongstaff

It can be expressed orally, in writing and by non-verbal methods.

Letter of appreciation

Awarding certificate at function

Promotion



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Invitation to a special meeting

Upward Communication

Communication within the organization that passes from a lower hierarchy tohigher hierarchy is called upward communication. For example subordinatespassing on information to their seniors will be considered as upwardcommunication.

Horizontal Communication

Communication within peer groups can be termed as horizontalcommunication. Bitching and gossiping may not be the only form ofinformation exchange.

Objectives of Downward Communication

Instruction

Orders

Education and training

On the job training

Motivation

Raising morale

Advice

Counseling Warning and notice

Appreciation

Objectives of Upward Communication

Request

Requests are made by the staff for various kinds of permission or favours.There may be requests for leave, for permission to report late or leave earlyon a particular day, permission to attend a class, a request to be sponsored

for special training course, or for an increase in salary.

Application

Application is a written request giving full details of the matter andsupported with reasons, whenever necessary.

Appeal



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Appeal is the earnest request made for a help or a support which doesnotfall under our privileges. Such request can be made to the higher authority,such appeal needs power of persuasion.

Demand

Demand is put up through an employee union; and it has to be supported bygood arguments; demands are usually collective and in writing. Requestsand appeal for better services may turn into demand if management isunsympathetic.

Representation

Representation is always in writing, an employee who feels that he has notbeen given what he deserves, he can make a representation. Example:

promotion.

Complaints

Complaints are made when there are faults in the system or in the goodssupplied or services rendered. A complaint may be oral or written. Withinan organization, minor complaints may be adjusted by oral communication.If the complaint is of serious nature can be adjusted by written ascirculations as well as constant references.

Suggestion

Suggestions can be made by any employee or customer. Suggestions fromemployees at all levels are greatly welcomed by modern managements.Much big organization encourages this as it gives employee morale.

Objectives of Horizontal Communication

Exchange of information

About activities, processes and progress among heads of departments orother peer groups is essential for the organizations work. Some informationis conveyed formally by sending copies of relevant documents like lettersand reports.

Discussion



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Of plans and problems, reviews of projects and decisions require formallateral communication in meetings.

CoordinationIs the most important objective of lateral communications. Departments

heads may meet periodically to discuss each department contributiontowards the main goal.

Conflict resolution

Is an important function of lateral communication. Members of adepartments meet to sort out existing or potential conflicts by discussion.

Problem solving

Usually requires horizontal communication among all those who are

concerned with the problem and affected by it. Eg: Brainstorming.

Advice

May be asked for and given in a friendly informal way between persons ofequal status.

Social and emotional support

Among peers is provided through lateral communication.

Scope of Communication:

Scope Means:

An Opportunity

Organizational Communication has unlimited scope which can be understoodunder two broad headings

Internal Communication:

Messages that move within the organization among its members, is internalcommunication

External Communication:

Messages exchange with those outside the organization is externalcommunication



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1. Internal Communication

Communication within an organization is called Internal Communication.

It includes all communication within an organization. It may be informal or a

formal function or department providing communication in various forms toemployees.

Effective internal communication is a vital mean of addressing organizationalconcerns. Good communication may help to increase job satisfaction, safety,productivity, and profits and decrease grievances and turnover.

Media of Internal Communication

1. Notice Boards2. Meetings

3. Public Address Systems

4. Intercom

5. House Journals

6. Emails

7. Newsletters

2. External Communication

Communication with people outside the company is called externalcommunication. Supervisors communicate with sources outside theorganization, such as vendors and customers.



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Effective External Communication leads to better

o Sales volume

o Public credibility

o Operational efficiency

o Company profits

It should improve

o Overall performanceo Public goodwill

o Corporate image

Ultimately, it helps to achieve

o Organizational goals

o Customer satisfaction

Expansion Of Scope of Communication:

Communication is classified according to the number of persons (receivers)to whom the message is addressed

Following are some more Types:

Intrapersonal communication

This involves to oneself in ones own mind



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Interpersonal communication

This is an exchange of messages between two persons.

Group communication

This can be held among small or large groups, like an organization, club orclassroom, in which all individuals retain their individual identities.

Mass communication

It is a public communication.

Meta Communication

Speakers choice of words unintentionally communicates something more

than the actual words state.

Communication can also be classified on the basis of the medium employed

Verbal Communication

Oral

Written

Vocal Communication

Non Verbal Communication

Eye contact

Facial expression

Posture and gestures

Time

Space

Territory

Appearance of people and documents

Benefits of Effective Communication in Organization



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It is said that effective communication can be viewed as the lifeblood of asuccessful organization. This stems from the idea of changing employeebehavior. Likewise, effective benefits communication can dramatically helpan organization through again this same change in the employee behavior.

Stake holder Response

Problem Solving

Effective communication during problem solving requires that individuals andteams know how to process large amounts of information while focusing theirknowledge, experience, and expertise on the right issue at the right time.The critical thinking processes taught in Action Managements programsenable teams to focus their knowledge and resources to accurately identifythe root cause of problems, develop innovative solutions, determine the bestcourse of action, and prevent future problems from developing.

Decision Making

Flow of communication with in the organization should be effective becauseflow of right and accurate information always helps the decision makingprocess in all levels of management. If an organization takes the decision forintroducing in new brand of product or establishing new branches in differentnew locations even in the period of recession that means organization hasthat courage because of effective flow of communication to the organization.Efficiency and effectiveness in internal communication system makes theorganization to move in right path towards the main goal. External data andinformation may not be directly flow to the top management. Conditions of

markets, status of the products, sales, changing prices changing fashions andpreferences of customers, policy of competitive firms, changing Governmentpolicies regarding all these factors should be moved from the grass routelevel staff to the top management. To ensure the accuracy, relevancy andrequired volume of information organization should have effective internalcommunication system.



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Professional Image

Effective Communication assist individuals not only to survive, but also toflourish within the corporate environment, enhancing their personalreputation and that of their companys in the process.

Productivity

Effective communication is essential for any business or organization toprosper. It cuts out on wasted time and provides both customers andemployees with the necessary tools to succeed and find satisfaction. Whencommunication is not effective, the end result is an increase in productiontime and a decrease in the bottom line. In order to avoid this outcome,effective communication must be in place.

Transparency

Effective communication which helps create trust and confidence are thekeys to transparency and organizational survival.

Business Relationship

The importance of keeping the lines of communication with ones businesspartner cannot be overemphasized. Both our domestic partnerships andespecially our foreign partnerships are premised extensively of the degreeand quality of the relationship that the parties have assumed. A relationshipcan only survive if the parties involved maintain a line of communications.This concept becomes even more relevant when the partnership entails aninternational agreement where the enhanced distance between the partnerswill exacerbate the need to keep in touch. An executive can only keep on topof things if they are in contact with their partners because otherwise, howare they going to know whats going on?

Work flow

Effective communication is essential for the smooth functioning of a companyand today, walls that prevent information flow from top-down; bottom-up ordepartment-to-department in organizations has all disappeared. With wallsgone and effective communication in place, information permeates thecompany.



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All the above mentioned factors will surely benefit the organizational workingif the communication is effective.

Cross Cultural Communication:

In simple words it is defined as Miscommunication

Parties engaged in negotiations or any other form of communication is fromdifferent cultural background

More and more Organization are facing the challenge of bridging cultural gapsin interpersonal relationships as cultural diversity in the workplace isincreasing an as organizations arte extending their global reach

The greater the difference between the culture, greater is the risk ofmiscommunication.

Business executives and students wishing to be dynamic and effective playersin the global economy of the 21st century must acquaint themselves with thecultural parameter of different countries.

Cross cultural communication is about dealing with people from othercultures in a way that minimizes misunderstandings and maximizes yourpotential to create strong cross cultural relationships. The above tips shouldbe seen as a starting point to greater cross cultural awareness.

Tips to Improve Cross Cultural Communication



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Slow Down

Even when English is the common language in a cross cultural situation, thisdoes not mean you should speak at normal speed. Slow down, speak clearlyand ensure your pronunciation is intelligible.

Separate Questions

Try not to ask double questions such as, Do you want to carry on or shall westop here? In a cross cultural situation only the first or second question mayhave been comprehended. Let your listener answer one question at a time.

Avoid Negative Questions

Many cross cultural communication misunderstandings have been caused bythe use of negative questions and answers. In English we answer yes if the

answer is affirmative and no if it is negative. In other cultures a yes orno may only be indicating whether the questioner is right or wrong. Forexample, the response to Are you not coming? may be yes, meaning Yes,I am not coming.

Take Turns

Cross cultural communication is enhanced through taking turns to talk,making a point and then listening to the response.

Write it Down

If you are unsure whether something has been understood write it down andcheck. This can be useful when using large figures. For example, a billion inthe USA is 1,000,000,000,000 while in the UK it is 1,000,000,000.

Be Supportive

Effective cross cultural communication is in essence about being comfortable.Giving encouragement to those with weak English gives them confidence,support and a trust in you.

Check Meanings

When communicating across cultures never assume the other party hasunderstood. Be an active listener. Summarize what has been said in order toverify it. This is a very effective way of ensuring accurate cross culturalcommunication has taken place.

Avoid Slang



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Even the most well educated foreigner will not have a complete knowledge ofslang, idioms and sayings. The danger is that the words will be understoodbut the meaning missed.

Watch the humors

In many cultures business is taken very seriously. Professionalism and protocolare constantly observed. Many cultures will not appreciate the use of humorand jokes in the business context. When using humor think whether it will beunderstood in the other culture. For example, British sarcasm usually has anegative effect abroad.

Maintain Etiquette

Many cultures have certain etiquette when communicating. It is always agood idea to undertake some cross cultural awareness training or at least do

some research on the target culture.

Networks in organization Communication

Networks are another aspect of direction and flow of communication. Bavelashas shown that communication patterns, or networks, influence groups inseveral important ways. Communication networks may affect the group'scompletion of the assigned task on time, the position of the de facto leaderin the group, or they may affect the group members' satisfaction from

occupying certain positions in the network. Although these findings are basedon laboratory experiments, they have important implications for thedynamics of communication in formal organizations.

Centralized Network

De-centralized Network

Centralized Network

The Chain

In this type one person passes the information to others down the line ofhierarchy, who then passes it further down their own chain of authority. Itallows only vertical movement, up and down. The Chain can readily be seento represent the hierarchical pattern that characterizes strictly formalinformation flow, "from the top down," in military and some types of businessorganizations.



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The Wheel

In the wheel pattern, the person who occupies the centralized position or thehub of the wheel co-ordinates all the information. All other communicateonly with the central person and not with the others. The central person

solves problems and make decisions. The Wheel can be compared with atypical autocratic organization, meaning one-man rule and limited employeeparticipation.

The Y network



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The Y network is a variation of the chain; it includes an example of formalcommunication within a hierarchy such as the police force or civil force.Messages move vertically between sub-ordinates and superiors in thehierarchy.

De-centralized Network

The Circle

This kind of network allows each member of the group to interact withthose on each side but not with the others, members receive information

from the side.

The All Channels Network

In this pattern, system allows every one to communicate with everyone elsein the group. It works best in the small groups. It is the least structured and,if the group is too large, tasks can be delayed because of too much



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unstructured communication. The All-Channel network, which is anelaboration of Bavelas's Circle used by Guetzkow, is analogous to the free-flow of communication in a group that encourages all of its members tobecome involved in group decision processes. The All-Channel network mayalso be compared to some of the informal communication networks.

Case Study: Foreigners Trip

Rin, why dont you give me some super white ideas? asked Ashok, HRExecutive.

Super white or black idea, dont call me Rin. I am Rinee and call me thatway. How many times I have to tell you? About three months ago, Rinee hadjoined as Executive Assistant to the Director. MBA from Stanford University,she was on her Rotation Management Training Programme (RMTP). Hercurrent company belonged to SME and an employee of that standing wasprized catch for them.

Oh name? Does it matter? Finally what matters are ideas

By the way what is that you want from me?

Thosephirangis, need to be taken to somewhere for outing. Why dont yousuggest some better place? Ashok was referring to a delegation of foreignclients. They were in India for the project review and they were to remainthere for next fortnight.

Simple. 15th August, Independence Day, is on Friday. So our weekend is forthree days. Why dont you organise their trip to Mysore/Ooty on these days?



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Oh great! I was thinking of the same place but linking it to ID day is a greatidea. Anyway, you always think of holidays. Such ideas can occur to you only.I dont know whether you are salt of the earth but certainly, you are the saltof the company

And you always about work!

Anyway yours was great idea. Now itself I will obtain the approval from theDirector said Ashok and left for the Directors cabin.

After some time Ashok returned from Directors cabin. Look Rinee, Directorhas told you to arrange their holidays for 3 days on 15th, 16th and 17thAugust. I have obtained Directors approval. He has given verbal sanction tome and I will send a mail to you.

That means finally it has come on my head. Hereafter I will never suggest

you anything.

* * *On 15th August

Hi Rinee, have the foreigners delegation reached Mysore? Are you in touchwith them? Have you received any news from them? queried Ashok.

I dont have to receive any news from them but I can tell you about them?Rinee replied.What you mean by I dont have to receive any news from them but I can tell

you about them? asked perplexed Ashok.

Simple. I know about them because I am with them.

I am with them, what you mean by that? By the way why you were neededto be with them?

I needed to be with them because when I arranged this trip for thoseforeigners, they told me to accompany. They wanted some local person toaccompany them. Since they requested, I obliged them.

But then you were not to go with them said Ashok and hung up curtly.

* * *On 18th August morning

Ashok called Rinee in his office and expressed his surprise over Rinees visitMysore/Ooty I had told you to do travel and accommodation arrangementbut I never thought that like a bird you too will fly with them.



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But Ashok, when you wrote mail to me for arranging the trip of thoseforeigners, you had not mentioned that I should not accompany them.Moreover, I have managed it within the budget that you had mentioned. Thenwhat is the problem? Rinee was expressing her frustration my visit was

during weekend. What I do during weekend is purely my business. It is reallysurprising that you are calling in question my integrity.

If I had not written that you should not accompany those foreign dignitaries,but then neither I had written that you can accompany them. I discovered bychance that you were accompanying them. Why you did not tell to me thatearlier? This is suppression of material facts! You knew on which side of thebread was buttered and cleverly you are passing off your usurpation as yourintegrity? continued Ashok, You have enjoyed the trip at companysexpenses. For this misconduct, I need to issue you show cause notice.

I did not tell you because I do not report to you. I was a big help to thoseforeign delegates. Now I need to raise a complaint against you. Disgusting!What kind of hell I am in? These things would never happen in my previouscompany.

The heated exchange continued for some time and Rinee left with completedetermination to retaliate.

* * *

On 19th August morning

Manohar, Director of the company, resumed his office as usual. On checkinghis schedule for the day, he opened his mail. When he was peeking over thesubject heading of each mail, he startled to find one of the subjects headingas Draft of Show Cause Notice. He was about to open that mail thinkingwhat must have been stored in it when his train of thoughts was interruptedbecause of Rinees sudden entry There are some important mails for you andone is from me too.From you? queried Manohar.Before Rinee could speak anything, he had rested his eyes on her mail withsubject heading Grievance against HR.

* * *Read the above case study carefully and bring out the various issues involvedin it.

Case Analysis

a)There are perception differences between Ashok and Rinee.



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b)When Ashok wrote mail to Rinee, he did not specify who will give adminsupport to the foreign delegates. Of the 7 Cs of Communication, one C isCompleteness. Ashoks communication was incomplete. This incompletecommunication has created conflict. From the initial task conflict , it

switched to relationship conflict.

c)Rinee did not deem it fit to inform anyone if she wanted to accompanyforeign delegates. This has given credence to communication gap.

d)Rinees remark at the end What kind of hell I am in? These things wouldnever happen in my previous company shows her mental non-alignment withher current company.

e)Once a person joins a new company, he/she needs to learn and de-learnsomething. Rinee is yet to come to terms to with the culture of the new

company. Her hangover of the work style of previous company has put herpersonal credibility into question.

f)The instances like these sow seeds of discord and vitiate the organisationsclimate.

g)In a company where employee empowerment is practised and promoted,Rinees proactive approach would not have attracted wrath from HR Rather itmight have attracted appreciation. However, this was not the case of hercurrent company.

h)Possibly Rinee might lye low after this incident but she will remain put offfor a long time.

i)The incident is the best grist for the grapevine. The incident may beinterpreted differently by different employees in their informal chat anddiscussion and that will create a further distortion of the reality.

Action Tools

a)Devise a standard form for obtaining approval for outstation visits.Standardisation of process always helps in avoiding confusion.

b)Strive for process centred work style over person centred work style.

c)Clarify boundaries of employee empowerment.



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d)Employee motivation cannot be decoupled from organisations culture.Motivation stems from organisations culture. Management must takeproactive approach in shaping the organisations culture rather than allowingit to take haywire shape on its own.

e)While training staff on communication, management must give emphasis onorganisational communication rather than smaller aspect like tone, style,body language etc.

Bibliography

Welingkar Notes for Business Communication

Internet

Organization Behaviour by Aswathapa

Communication Chp 2

Documents

Transcript of Communication Chp 2