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Organizational communication
Miss Samah Ishtieh
Communication process
 Communication as “the exchange of thoughts,
messages, or information, by speech, signals,
writing, or behavior.” Communication can also
occur on at least two levels: verbal and nonverbal.
Thus, whenever two or more people are aware of each
other, communication begins.
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Miss Samah Ishtieh
5/8/2017
Organizational communication
The exchange of idea, information, facts, believes, attitude
between two or more individuals through shared system of
symbol.
Symbols should have the same meaning for both the sender
and the receiver. Words means different things to different
people so words should be supplemented with non verbal
clue.
Communication: It is a process of meaningful
interaction among persons resulting in meanings being
perceived and understanding affected among such persons.
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Miss Samah Ishtieh
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 Because communication is so complex, many models
exist to explain how organizations and individuals
communicate.
 Basic elements common to most models as in all
communication, there is at least one sender, one
receiver, and one message.
 There is also a mode or medium through which the
message is sent—for example, spoken, written, or
nonverbal.
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Miss Samah Ishtieh
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Communication process
Massage
Internal
Climate
External
Climate
Encode
Medium
Decode
Nonverbal
Verbal
Internal External
Climate Climate
Sender
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Written
Receiver
Feedback
Miss Samah Ishtieh
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 An internal and an external climate also exist in
communication.
 The internal climate includes the values, feelings,
temperament, and stress levels of the sender and the
receiver.
 Weather conditions, temperature, timing, and the
organizational climate itself are parts of the external
climate. The external climate also includes status, power, and
authority
as
barriers
to
manager–subordinate
communication
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Miss Samah Ishtieh
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 Encoding: translating internal thought patterns into a
language or code the intended receiver of message will
likely understand and/or pay attention to. Choice of words,
gestures, or other symbols for encoding depends on the
nature of the message.
 Medium: face to face conversations, telephone, e-mail,
letters, meetings, etc……
 Decoding: successful decoding depends on the receiver
having a willingness to received message.
Knowledge of the language and terminology used in the
message. An understanding of the sender’s purpose and
background situation.
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Feedback may lead to the following:
1- Increase productivity
2- Decrease productivity
3- Increase tension
4- Increase conflict
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Characteristics of effective feedback
 Objective
 Realistic
 Helpful
 Descriptive than general
 Well timed
 Not overwhelmed
 Differences in gender, power, and status significantly
affect the types and quality of organizational and unitlevel communication.
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Modes of communication
 Verbal communication
 Nonverbal communication
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Miss Samah Ishtieh
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Variables affecting organizational communication
 Formal organizational structure has an impact on communication.
People at lower levels of the organizational hierarchy are at risk for
inadequate communication from higher levels.
 This occurs because of the number of levels that communication must
filter through in large organizations. As the number of employees
increases (particularly more than 1,000 employees), the quantity of
communication generally increases; however, employees may perceive
it as increasingly closed.
 In large organizations, it is impossible for individual managers to
communicate personally with each person or group involved in
organizational decision making. Not only is spatial distance a factor but
the presence of subgroups or subcultures also affects what messages
are transmitted and how they are perceived.
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Miss Samah Ishtieh
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A communications strategy
 A communications strategy, also referred to as a
communications plan, is a document that expresses the
goals and methods of an organization's outreach
activities, including what an organization wishes to
share with the public and whom the organization is
trying to reach.
 Generally presented as an internal document, a
communications strategy should serve as a guide for
any media and public relations activities in which the
organization is engaged. This guide will teach you how
to write a communications strategy and how to format
your plan.
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Organizational Communication Strategies
 Leader-managers must assess organizational communication.
Who communicates with whom in the organization? Is the communication
timely? Does communication within the formal organization concur
with formal lines of authority? Are there conflicts
 Leader-managers must understand the organization’s structure
and recognize who will be affected by decisions. Both formal and
informal communication networks need to be considered.
 Communication is not a one-way channel. If other departments or
disciplines will be affected by a message, the leader-manager must consult
with those areas for feedback before the communication occurs.
 Communication must be clear, simple, and precise. This requires the
sender to adjust their language as necessary to the target audience.
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 Senders
should seek feedback regarding whether their
communication was accurately received. One way to do this is to ask
the receiver to repeat the communication or instructions. In addition, the
sender should continue follow-up communication in an effort to
determine if the communication is being acted upon. The sender is
responsible for ensuring that the message is understood.
 Multiple communication methods should be used, when possible,
if a message is important. Using a variety of communication
methods in combination increases the likelihood that everyone in the
organization who needs to hear the message actually will hear it.
 Managers should not overwhelm subordinates with unnecessary
information. Information is formal, impersonal, and unaffected by
emotions, values, expectations, and perceptions.
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Communication system
1- Chain system
Leader in the middle
Simple problem solving
Satisfaction very low
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2- Y shape system
In service training
Head nurse
Matron
Infection control
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Y shape system
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Leader in the middle
Faster problem solving
Accurate decision
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3- Circular shape
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No leader
Distortion of information
Increase and slow decision making
High satisfaction
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4- Wheel system
 Leader satisfied
 Group satisfied
 Efficient in simple problem
5- All channel communication
 New system
 Unpredictable
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Management communication systems
Channels of Communication:
1- Down word communication: the manager relays
information to subordinates.
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Authority
Order
According to procedure manual
According to policy
Centralized system
Miss Samah Ishtieh
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2- Up word communication: From superior to subordinate
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Open door policies for subordinates
Lead to motivation
lead to satisfaction
3- Horizontal ( lateral) Between departments:
horizontal communication, managers interact with others on the same
hierarchical level as themselves who are managing different
segments of the organization.
 4- Diagonal (lateral but not in the same level)
{May be formal } the manager interacts with personnel and
managers of other departments and groups such as physicians, who are
not on the same level of the organizational hierarchy. This
communication is vital to the organization’s functioning.
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 The most informal communication network is often
called the grapevine. Grapevine communication flows
quickly and haphazardly among people at all hierarchical
levels and usually involves three or four people at a
time. Senders have little accountability for the
message, and often the message becomes
distorted as it speeds along.
Effective leaders are congruent in their verbal
and nonverbal communication so that followers
are clear about the messages they receive.
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Miss Samah Ishtieh
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Styles of communication
 Adult-----------------------------Open, objective,
helpful, and respective
 Parents------------------------Advising and
direction
 Child--------------------------Defensive feeling
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Miss Samah Ishtieh
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Common barriers for communication
1- Semantic problems Words grammar and
language problems
2- Physical problems
 Overload information
 Noise distraction
 Hearing and speech
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3- Social problems
 Preconceived ideas or believes
 Domination
) ‫(الهيمنة‬
 Expression of personal feeling and opinions
 Language
 Affection
 Trust
 Fear
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Miss Samah Ishtieh
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The common communication methods and their advantages and
disadvantages
Method of
Communication
Face-to-face
conversations
Telephone call
Meetings
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Advantages
Disadvantages
Non-verbal communication
Feedback can be instant
Misunderstandings can be
clarified immediately
Not always possible
Can be expensive to get people
from different locations
together
Quick
Cost effective
Feedback can be gained
immediately
No non-verbal communication
Easy to be distracted when on
the phone
Person may take the call when
they are not in a position to
talk
Many people receive the
message at the same time
Opportunity for feedback
Opportunity for discussion
Some people may dominate
discussions
Agendas or meeting objectives
may not be clear
Expensive to get people from
Method of
Communication
Letters
Reports and
submissions
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Advantages
Disadvantages
Have written record of the Slow — not good for
communication
urgent issues
Can be confidential
Feedback is not instant
Restricted in the amount
of information that can be
sent
Requires sound writing
skills
Excellent for reporting
findings or making
recommendations that
require action
Can deal with complex
information
Written record of what is
being communicated
More formal documents
Time consuming to read
Feedback is limited
Often slow to produce
Difficult to change
Can be restricted to only
certain people and not
everyone who needs the
information will
necessarily get it
http://www.youtube.com/watch?v=e5oXygLGMuY
 What is Organizational Communication?
 <iframe width="560" height="315"
src="//www.youtube.com/embed/e5oXygLGMuY"
frameborder="0" allowfullscreen></iframe>
 http://www.youtube.com/watch?v=e5oXygLGMuY#t=621
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Miss Samah Ishtieh
5/8/2017