ORGANIZATIONAL COMMUNICATION

ORGANIZATIONAL COMMUNICATION

Prof. Antonio E. Casurao, Sr.


The Syllabus

Course Description

This subject deals with the understanding of communication, its importance in an organization, and its dynamics. It provides also the students with the knowledge of various formats of formal communication used in the organization. It also deals with interpersonal and informal communication.It will attempt to introduce the students to the communication technology. In addition, it will attempt to teach the students in constructing correspondences.




The Syllabus

Learning Objectives

At the end of the sessions, the students must:

1.Understand the communication in an organization;2.Learn the dynamics in communication;3.Be familiar with the formal communication;4.Be able to construct a good formal communication such as business correspondence, memo and report.




The Syllabus

Part 1 – Understanding Communication and Communication Technology

Understanding CommunicationInterpersonal CommunicationOrganizational CommunicationUnderstanding Information Technology

Part 2 – Writing Correspondences

Business Letter Elements or Parts of a Business Letter Form and Appearance Style and Tone Types of Letters Samples




The Syllabus

Part 2 – Writing Correspondences

Memoranda Definition of Memoranda Types of Memoranda Format Styles and Tone Sample

Part 3 - Report Writing Importance of Report Types of Report Format of Reports Sample




The Syllabus

References:

Any Book on Business Correspondences or Technical Writing BooksInternetCivil Service CommissionExisting Letters and MemoWebster’s Guide to Business Correspondence, 1988


GRADING SYSTEM

Attendance &Punctuality 5%Quizzes (at least 2 quizzes)* 25%Final Examination 40%Recitation 10%Group Presentation 20%Total 100%



Guidelines in making a presentation1. Present the topic in an outlined form. Not just an outline, but topics are presented in an outlined form. Meaning, you do not write in the slides the whole paragraphs. But you have to dissect the lesson,

i.e., enumerate, when there are enumerated ideas, capture the

sentence that best explain or describe the enumerated idea, define

where there terms being defined, quote quotable sentences that

will help you explain the lesson.2. Write your learning objectives before your topic, and the

conclusion at the end of the topic and acknowledge the sources of

your report.

3. Slides font size must not be smaller than 18. depending on the area of the venue. Bigger venue requires larger font.

7-11. ideal is seven lines per slide for captions or eleven lines for longer sentences.



Guidelines in making a presentation

4. During the presentation, the presenter does the following: a. if his/her topic is related to the previous presentation,

he/shall make a recap of the previous topic and relate to his/her

own topic when introducing his/her own topics. b. reads the learning objectives. c. reads each topic from the slides, but turn to the

audience after to explain the topic in his/her own words. Paraphrase

the idea written in the book or source and make examples. Avoid

reading in another cheat card. Slides itself is your cheat card.

5. After explaining everything, make a conclusion of the topics discussed.

6. Question and Answer follows: Non-presenting group will ask questions. Relevant questions. Graded based on relevance of the question. Then Quiz



In short


The parts of your presentation are:

Introduction

Learning objectives

Body of your outlined presentation

Conclusion

Question and Answer

Quiz


MORNING EXERCISE


LET US GO BACK TO TELEX

Divide the class into 2 pairs. Each pair will be tagged A & B who will forming 2 lines, A & B.

The person in front of line A will be given telex code combination and the person in front of line B will be given the meaning of each of the codes.

The first persons in line A & B will read these codes and they will pass on the codes by merely whispering them on to the next person, the next person will do the same, until the last pair will decode the meaning of the telex code by writing them in a piece of paper.

The first pair who could decode exactly the meaning, wins.


EXERCISE


OBSERVATIONS ON THE ACTIVITY

1.What were the hindrances in transmitting the codes?2.What are the secrets for successful passing on of the codes?3.How did you treat the codes whispered to you?4.What are the important things to consider in decoding the messages?5.What were the processes involved in transmitting these codes?


COMMUNICATION



COMMUNICATION

Communication, defined

Is the transfer and understanding of meaning.

On transfer of meaning

If no information or ideas have been conveyed, communication has not taken.

On understanding of meaning

For communication to be successful, the meaning must the imparted and understood.



COMMUNICATION

Communication, defined

The speaker who is not heard or the writer who is not read has not communicated

A letter written in a language addressed to a person who do not understand its language, cannot be considered communication until it is translated into a language a person does read and understand.

Perfect communication, if such a thing existed, would be when a transmitted thought or idea was perceived by the receiver exactly as it was envisioned by the sender.



COMMUNICATION

Functions of Communication


Control as in controlling the behavior of employees, controlling the performances of the employees

Motivation as in clarifying to employees what should be done, how well they are doing, what improvements to be done


COMMUNICATION

Functions of Communication


Emotional Expression as in social interaction, when members of the organization share frustrations and feelings of satisfaction

Information as in coordination in the workplace –information is needed, and gathering information through communication for decision making purposes


COMMUNICATIONManagerial Communication encompasses both

Interpersonal Communication & Organization Communication

Interpersonal CommunicationCommunication between two or more people

Before communication takes place can take place, a purpose, expressed as message to be conveyed, must exist.

Message – a purpose to be conveyed



COMMUNICATION

Interpersonal Communication

It passes between a source (sender) and a receiver.The message is converted to symbolic form (called encoding) and passed by way of some medium (channel) to the receiver, who retranslates the sender’s message (called decoding)

Encoding – converting a message into symbolsChannel – The medium as message travels alongDecoding- retranslating a sender’s message



COMMUNICATION

The Interpersonal Communication Process

Message Medium Receiver

MessageSendernoise

FeedbackNoise – any disturbances that interfere with the transmission, receipt or feedback

decoding encoding



COMMUNICATION


Noise



COMMUNICATION


INFORMATION OVERLOAD



COMMUNICATION


MISUNDERSTANDING



COMMUNICATION


Message Medium Receiver

MessageSender

Feedback

Feedback- returns the message to the sender and provides a check on whether understanding has been achieved.

decoding encoding



COMMUNICATION


CLEAR AND UNDERSTANDABLE



COMMUNICATION



FEEDBACK


COMMUNICATION



UNDERSTANDING


COMMUNICATION

•Face to face

•Telephone

•Group meetings

•Formal presentation

•Memos

•Traditional mails

•Fax machines

•Employee

publications

•Bulletin boards

METHODS OF COMMUNICATING INTERPERSONALLY

•Company publications

•Audio and videotapes

•Hotlines

•Emails

•Computer conferencing

•Voice mail

•Teleconferences

•Videoconferences



COMMUNICATION

All of these methods can be evaluated by the following questions:

1. Feedback – How quickly can the receiver respond to the message

2. Complexity capacity – Can the method effectively process complex messages?

3. Breadth Potential – How many different messages can be transmitted using this method?

4. Confidentiality – Can communicators be reasonably sure their messages are received only by those intended?

5. Encoding ease – Can the sender easily and quickly use this channel?



COMMUNICATION


6. Decoding ease - Can the receiver easily and quickly decode messages?

7. Time-space constraint – Do senders and receivers need to communicate at the same time at the same space?

8. Cost – How much does it cost to use this method?

9. Interpersonal warmth – How well does this method convey interpersonal warmth?

10. Formality – Does this method have th needed amount of formality.

11. Scannability – Does this method allow the message to be easily browsed or scanned for relevant information?



COMMUNICATION


12. Time of Consumption – Does the sender or receiver exercise the most control over when the message is dealt with?



COMMUNICATION

NONVERBAL COMMUNICATION

- Communication transmitted without words.

Ex. A loud siren or a red light at an intersection When the class started to read newspapers and

some yawn in the middle of the class When a woman dresses red The size of a person’s room



COMMUNICATION

NONVERBAL COMMUNICATION

Best-known Types of Nonverbal Communication

1. Body Language – Refers to gestures, facial expressions, and other body movements that convey meaning.

2. Verbal Intonation – Refers to the emphasis someone gives to words or phrases that conveys meaning.



COMMUNICATION

BARRIERS TO EFFECTIVE INTERPERSONAL COMMUNICATION

Filtering – is the deliberate manipulation of information to make appear more favorable to the receiver.

Emotions – How a receiver feels when a message is received influences how he or she interprets it.

Information Overload – when the information we have to work with exceeds our processing capacity.

Defensiveness – When people feel that they’re being threatened, they tend to react in ways that reduce their ability to achieve mutual understanding.



COMMUNICATION

BARRIERS TO EFFECTIVE INTERPERSONAL COMMUNICATION

Language – Words mean different things to different people. Age, education and cultural background are three of the more obvious variables that influence the language a person uses and the definitions he or she give to words.

National Culture – Cultural differences can affect the way a manager chooses to communicate and these differences undoubtedly can be a barrier to effective communication if not recognized and taken into consideration.



COMMUNICATION

OVERCOMING THE BARRIERS

Use Feedback

Simplify Language

Listen Actively

Constrain Emotions

Watch Nonverbal Cues



COMMUNICATION

ACTIVE LISTENING BEHAVIORS

ACTIVE LISTENING

Paraphrase

Avoid Interrupting Speaker

Don’t Overtalk

Be Emphatic

Make Eye Contact

Exhibit affirmative head nods and

appropriate facialexpressionAsk Questions

Avoid distractingactions or gestures



COMMUNICATION

Formal Communication – refers to communication that follows the official chain of command or is part of the communication required to do one’s job.

Informal Communication – is organizational communication that is not defined by the organization’s structural hierarchy.

Organizational Communication

Communication within an organization is often described as formal or informal.



COMMUNICATION


Direction of Communication Flow

Downward, i.e., from manager to employees

Downward communication is used to inform, direct,

coordinate, and evaluate employees.

Upward Communication is communication that flows upward from the employees to managers.



COMMUNICATION


Direction of Communication Flow

Lateral Communication – Communication that takes place among employees on the same organizational level.

Diagonal Communication – is a communication that cuts across both work areas and organizational levels.



COMMUNICATION

Organizational Communication Network

The vertical and horizontal flows of organizational communication can be combined into variety of patterns called communication networks.

Types of Communication Networks

1. Chain

2. Wheel

3. All-Channel



COMMUNICATION


1. Chain – communication flows according to the formal chain of command, both downward and upward.



COMMUNICATION


2. Wheel network – represents communication flowing between a clearly identifiable and strong leader and others in a work group or team.



COMMUNICATION


2. All channel networks – communication flows freely among all members of a work team.



COMMUNICATION

The Grapevine

the informal organizational communication network (gossip, rumors)

Is an important part of any group or organization communication network and will worth understanding

It identifies for the managers those bewildering issues that employees consider important and anxiety producing.It acts as both a filter and a feed back

mechanism, picking up on the issues employees consider relevant.

From the managers point of view, it is possible to analyze what is happening on the grapevine



COMMUNICATION

Understanding Information TechnologyTechnology is changing the way we live and work

Managers are challenged to keep their organizations functioning smoothly while continually improving work operations and staying competitive even though both the organization and the environment are changing rapidly.

Technological advances have enabled managers to coordinate the work efforts of employees in the ways that can lead to increased efficiency and effectiveness.

Information technology now touches every aspects of almost every company’s business.



COMMUNICATION

How Technology Affects Managerial Communication

Technology, and more specifically information technology, has radically changed the way organizational members communicate.

• It has significantly improved a manager’s ability to monitor individual or team performance.

• Has allowed employees to have more complete information to make faster decisions.•Has provided employees more opportunities to

collaborate and share information.

•It made possible for people in organizations to be fully accessible, any time, regardless of where they are.

•Employees don’t have to be at their desk with their computer on to communicate with others in the organization.


DECISION-MAKING AND COMMUNICATION PROCESS


COMMUNICATION

Two Developments in I.T. seem to be most significant for managerial communication:

1. Networked Computer Systems

2. Wireless Capabilities



COMMUNICATION

Two Developments in I.T. seem to be most significant for managerial communication:

1. Networked Computer Systems – where an organization links its computers creating and organizational network via communication applications, such as

E-mail – the instantaneous transmission of written messages on computers that are linked together

Instant Messaging (IM) – this is an interactive real-time communication that takes place among computer users logged on the computer network at the same time.

Blog (web log) – An online journal that usually focuses on a particular subject.



COMMUNICATION

Two Developments in I.T. seem to be most significant for managerial commnucation:

Voice Mail –A communicatin system that digitizes a spoken message, transmits it over a network, and stores the message on disk for the receiver to retrieve later.

Fax – Communicating through machines that allow the transmission of documents containing both text and

graphics over ordinary telephone lines.

Electronic Data Interchange (EDI) – A way for organizations to exchange standard business transaction documents using direct computer-to-computer networks.



COMMUNICATION

Teleconferencing –Communication systems that allows a group of people to confer simultaneously using telephone or e-mail group communication software.


Extranet – An organizational communication network that uses internet technology and allows authorized users inside the organization to communicate with certain outsiders



COMMUNICATION


Videoconferencing – A simultaneous communication conference where participants can see each other.

Web conferencing – Holding group meeting or live presentation over the internet.

Intranet – An organizational communication network that uses internet technology and is accessible only by organizational employees.



COMMUNICATION


2. Wireless Capabilities – Wireless communication depends on signals sent through air or space without the need for wired connection by using microwave signals, satellites, radio waves and radio antennas, or infrared light rays.

Even wireless internet access is available through “wi-fi” hot spots, which are locations where users gain access.



COMMUNICATION

How Information Technology Affects Organizations

Technology can significantly affect the way that organizational members communicates, share information, and do their work

Communication and the exchange of information among organizational members are no longer constrained by distance and time.

Collaborative work efforts among widely dispersed individuals and teams, sharing of information, and integration of decisions and work throughout an entire organization have the potential to increase organizational efficiency and effectiveness.



COMMUNICATION

How Information Technology Affects Organizations

However, although the economic benefits of information technology are obvious, managers must not forget to address the psychological drawbacks.

example, what is the psychological cost of an employee always being accessible?

Will there be increased pressure for employees to “check in” even during their off hours?

How important is it for employees to separate their work lives and their personal lives.


Ends here….

Thank you for listening… Be Ready with your part!

NEXT…. PLEASE COPY



Exercise 1.

Mr. Joey Smith, Country Manager in a subsidiary of a British company in the Philippines, is a regular customer of the NaBaSa Technologies, Gateway Branch. However, he stopped visiting the store for more than three years. One day, he returned to the shop with the laptop he bought during his last visit.

He found his laptop to have some hardware defects. However, he needed to fly back immediately to London due to official assignment in his mother company. He left the laptop untouched in his condo unit for more than three years. It was when he returned to the Philippines, that the laptop was found to have some defects.

Now, he returns with a formal letter request to have his laptop replaced on the account of the supposed warranty. However the supplier’s rule on warranties, either repair, replacement of parts or replacement of the unit is only within three years.



Exercise 1.

NaBaSa Technologies would not have any means to replace the unit, except if the Store Manager is willing to shoulder the cost of the laptop which is unlikely to happen, otherwise, offer preferential rate on repair by an accredited independent after-sale-services tie-up of NaBaSa Technologies.

However, Mr. Smith has a strong conviction that the laptop must still be under warranty because it remained untouched since it was purchased.

Draft an adjustment letter that will subtly refuse his request and explain the policy on claiming warranties. The letter must not result to lose Mr. Smith as a regular customer without compromising any of the policies on warranties.



Exercise 2.

Supposing you are Mr. Smith. Draft your request letter to NaBaSa Technologies.



Exercise 3.

The Property Chief found out that there are incidents of losses of inventories. He recommended to the Management that there should be tight measures checking the coming in and going out of employees, day in and day out.

The Management has acceded to his recommendation.

They decided to implement body frisking and leaving the bags in the locker room, checking when coming in and before going out of the building. Moreover, everyone is required to declare all their personal effects and property upon entry to the company premises and will be obliged to sign for its validity and verifiability. Supervisors and up are exempted from these procedures.

Like any kind of changes in an organization, this will reap negative reactions and resistance from the employees.



Exercise 3.

Draft a circular memorandum that will inform the employees of the new procedures. The tone of the memorandum must manage the anticipated resistance to change. It will also serve as the guidelines on the procedures of body frisking, leaving the bags in the locker room, and declaring personal belongings, etc.



Exercise 4.

Pipikel Company, a merchandising entity, placed orders with Manyula Corporation 30 days ago which should have been delivered within 20 days from the date of order. However, it is already on the 30th day and the inventories for the items are falling below the order level. You are to remind Manyula Corporation of the following orders:

Qty. Unit Particular Unit Price Total 1,000 pcs. Battery operated P155.00 P155,000.00 Portable Radio Transistor500 Reams A4 size Bond Papers P248.50 P124,250.00 500 Reams Legal size Bond Papers P252.40 P126,200.00 TOTAL INVOICE P405,450.00 vvvvvvvvvv



Exercise 4.

The contract stipulates that Pipikel shall charge ¼ of 1% for each day of delay. However, Pipikel is desperate to regularize its inventory level that in this letter the company is willing to waive the penalties if the orders will be delivered within twenty-four (24) hours.

Draft a comprehensive follow-up letter.


ORGANIZATIONAL COMMUNICATION

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