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.
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