BBA 2174
ORGANIZATIONAL BEHAVIOR
BBA 2174 Organization Behaviour
TOPIC
7
COMMUNICATION IN ORGANIZATIONS
LEARNING OBJECTIVES
1. Describe the process of communication and its fundamental purposes in
organizations.
2. Identify various forms of verbal media used in organizations, and explain which
ones are most appropriate for communicating messages of different types.
3. Distinguish between the various forms of formal and informal communication
that occur in organizations and how they operate.
4. Explain how you can improve your effectiveness as a communicator in
organizations.
9-3
COMMUNICATION
The process by which a person, group, or organization (the sender)
transmits some type of information (the message) to another person,
group, or organization (the receiver).
Communication includes both the transfer and the understanding of
meaning.
9-4
THE COMMUNICATION PROCESS
Before communication can take place
it needs a purpose, a message, a
message to be conveyed between a
sender and a receiver. The sender
encodes the message (concerts it to a
symbolic form) and passes it
through a medium (channel) to the
receiver, who decodes it. The result
is transfer from one person to
another.
THE COMMUNICATION PROCESS
THE COMMUNICATION PROCESS
9-7
THE PURPOSE OF COMMUNICATION
Directing action
Linking and coordination
Building relationships
Explaining organizational culture
9-8
THE PURPOSE OF COMMUNICATION
Inter-organizational linking
Presenting an organization’s image
Generating ideas
Promoting ideals and values
9-9
THE PURPOSE OF COMMUNICATION
DIRECTION OF COMMUNICATION
Downward communication
Communication that flows from one level of a
group or organization to a lower level is
downward communication.
Upward Communication
Upward communication flows to a higher level
in the group or organization.
Lateral Communication
Communication that takes place among members
of the same group, members of work groups at
the same level, managers at the same level, or
any other horizontally equivalent workers.
DIRECTION OF COMMUNICATION
Video on Effective Communication
TYPES OF COMMUNICATION
VERBAL COMMUNICATION
Verbal media
• Face-to-face conversations
• Telephone
• Memos
• Letters
• Flyers
• Newsletters
• Employee handbooks
Match medium to the message
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PRENTICE HALL
VERBAL MEDIA CONTINUUM
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PRENTICE HALL
NON-VERBAL COMMUNICATION
Mode of dress
Waiting time
Seating position
Body language
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PRENTICE HALL
WRITTEN COMMUNICATION
FORMAL COMMUNICATION
Organizational structure
• Organization chart
Types
• Upward
• Downward
• Lateral
• MUM effect
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PRENTICE HALL
INFORMAL COMMUNICATION
Old boys network
Snowball effect
Rumors
• Pipe dreams
• Bogie rumors
• Wedge drivers
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PRENTICE HALL
COMPUTER-MEDIATED COMMUNICATION
Synchronous
• Video conferences or Web casts
• Cyber meetings
Asynchronous
• E-mail
• Information overload
• Flaming
• Emoticons
• Instant messaging
9-21
COMPUTER-MEDIATED COMMUNICATION
Privacy violations
Usage considerations
• Establish and follow clear monitoring policy
• Apply privacy policy equally
• Maintain complete company records privacy
9-22
IMPROVING COMMUNICATION SKILLS
Use jargon sparingly
Be consistent in what you say and do
9-24
IMPROVING COMMUNICATION SKILLS
Become active, attentive listener
Understand others’ ideas before
formulating reply
Avoid overload
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PRENTICE HALL
IMPROVING COMMUNICATION SKILLS
Give and receive feedback
• 360-degree feedback
• Suggestion systems
• Corporate hotlines
• Informal meetings
• Employee surveys
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PRENTICE HALL
HURIER MODEL
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PRENTICE HALL
BARRIERS TO EFFECTIVE COMMUNICATION
