Communicating in Organizations

Communicating among people

Organizational communication
Managing organizational communications

Communicating Among People

Communication
Perception and communication
Communication channels
Nonverbal communication
Listening

Perception and
Communication
Message is constructed from past events,
experiences, expectations, and current
motivations
Receiver relies on his or her frame of
reference for decoding and
understanding message.

Perception and
Communication
Perception = Process we use to make
sense out of the environment
Perceptual selectivity = objects and stimuli
are screened and selected
Perceptual organization = Categorizing
stimuli according to our frame of
reference

Stereotyping is the most common form of

perceptual organization

Communication Channels

Channel richness is the amount of

information that can be transmitted

1. Ability to handle multiple cues simultaneously

2. Ability to facilitate rapid, two-way feedback
3. Ability to establish a personal focus for the
communication

- Face-to-face communication is the

richest medium
- Standard computer reports are the
lowest in richness.

Channel Selection
Nonroutine messages concern novel
events and have great potential for
misunderstanding--Use rich channels
Routine messages convey information
managers already agree on and
understand--Can use channel low in
richness.

Nonverbal Communication
Human actions and behaviors rather than through words

Listening
The skill of receiving messages accurately
Requires attention, energy, and skill.

Organizational
Communication
Formal Communication Channels = flow
within the chain of command.
Downward communication
Upward communication
Horizontal communication
Informal communication channels

Downward Communication
1. Implementation of goals, strategies, and
objectives
2. Job instructions and rationale
3. Procedures and practices
4. Performance feedback
5. Indoctrination.

Upward Communication
1. Problems and exceptions
2. Suggestions for improvement
3. Performance reports
4. Grievances and disputes
5. Financial and accounting information

Horizontal Communication
Exchange Across Peers or Co-Workers

1. Intradepartmental problem solving

2. Interdepartmental coordination
3. Staff advice to line departments.

Informal Communication
Channels
Management by wandering around
(MBWA)
The Grapevine (informal, personal, unofficial)

Managing Organizational
Communications
Barriers to communication
Managing organization communications

Barriers to Communication

Interpersonal barriers which include

problems with emotions and perceptions
held by employees
- Selecting the wrong channel for sending
a message
- Semantics
- Sending inconsistent cues between
verbal and nonverbal.

Organizational Barriers
Status and power differences between
lower and higher levels
Differences across departments of needs
and goals
The communication flow may not fit the
group's or organization's task
Formal channels may not be available for
upward, downward, and horizontal
communications.

Overcoming Communication
Barriers

Individual Skills
- Active listening
- Select the appropriate channel for the
message
- Make a special effort to understand each
other's perspective
- Managers should practice MBWA.

Overcoming Communication
Barriers

Organizational Actions
- Create a climate of trust and openness
- Develop and use formal information channels
in all directions
- Encourage the use of multiple channels
including formal and informal communications
- The organizational structure should fit
communication needs.