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Organizational Communication
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Readings: Flat World
Chapters 19, 24
WGU Library E-Reserves
Table 4.1 Media Advantages and Disadvantages (Business Communication
Today, pg. 100)
Making Ethical Decisions in Communication (Business Communication
Today, pg. 24-25
Resolving Conflict (Business Communication Today, pg. 41).
Skill Soft: comm_21_a02_bs_enus: Interpersonal Communication:
Targeting your Message
ADM0103: Using Effective Business Communication
COMM0016: Getting the Most From Business Documents
Job Aid: Choosing a Communication Medium
SkillBrief: The Five Components of a Communication Model
KNOW0101: The Art of Knowledge Management
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Chapter 4 - 1
Understanding the ThreeStep Writing Process
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Chapter 4 - 2
Three-Step Process
Compose
the message
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Chapter 4 - 3
Optimize Writing Time
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Chapter 4 - 4
Summary of Discussion
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Chapter 4 - 5
Selecting the Right Medium
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Chapter 4 - 6
Written Media
Memos
Letters
Reports
Proposals
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Chapter 4 - 7
Advantages of Written Media
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Allow you to plan and control your message
Reach geographically dispersed audiences
Offer a permanent, verifiable record
Minimize the distortion that can result with oral
and some forms of electronic messages
• Can be used to avoid immediate interactions
• Can help you control the emotional aspects of an
interchange by eliminating interpersonal
communication
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Chapter 4 - 8
Disadvantages of Written Media
• Offer limited opportunities for timely feedback
• Lack the rich nonverbal cues provided by oral
media
• Can require more time and more resources to
create and distribute
• Elaborate documents can require special skills in
preparation and production
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Chapter 4 - 9
Visual Media
• Communicate fast
• Clarify complexity
• Overcome barriers
• Expedite memory
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Chapter 4 - 10
Advantages of Visual Media
• Can convey complex ideas and relationships
quickly
• Often less intimidating than long blocks of text
• Can reduce the burden on the multilingual
audience to figure out how the pieces fit
• Can be easier to remember than purely textual
descriptions or explanations
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Chapter 4 - 11
Disadvantages of Visual Media
• Can require artistic skills to design
• Require some technical skills to create
• Can require more time to create than an
equivalent amount of text
• Are more difficult to transmit and store than
simple textual messages
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Chapter 4 - 12
Electronic Media
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Chapter 4 - 13
Electronic Media
• When you want to make a powerful impression, using
electronic media can increase excitement and visual appeal
with computer animation, video, and music.
• The growth of electronic communication options is both a
blessing and a curse for business communicators. On the
one hand, you have more tools than ever before to choose
from, with more ways to deliver rational and emotional
content.
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On the other hand, the sheer range of choices can
complicate your job, because you often need to choose
among multiple media and you need to know how to use
each medium successfully.
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Chapter 4 - 14
Electronic Media
• Electronic media include
• Electronic versions of oral media (telephone
calls, teleconferencing, voice-mail messages and
audio recordings such as compact discs and
podcasts)
• Electronic versions of written media (email,
instant messaging, text messaging, blogs,
websites, wikis, and social networks)
• Electronic versions of visual media (electronic
presentations, computer animation, and video,
which can be distributed on DVD and online)
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Chapter 4 - 15
Advantages
• Deliver messages quickly
• Reach geographically dispersed audiences
• Can offer the persuasive power of multimedia
formats
• Enable audience interaction through social media
features
• Can increase accessibility and openness within
an organization and between an organization and
its external stakeholders
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Chapter 4 - 16
Disadvantages
• Are easy to overuse (sending too many
messages to too many recipients)
• Present privacy risks and concerns (exposing
confidential data; employer monitoring;
accidental forwarding)
• Present security risks (viruses and spyware;
network breaches)
• Create productivity concerns (frequent
interruptions, lack of integration among multiple
electronic media in use at the same time, and
time wasted on nonbusiness uses)
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Chapter 4 - 17
Summary of Discussion
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Chapter 4 - 18
Oral Media
• Conversations
• Interviews
• Speeches
• Presentations
• Meetings
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Chapter 4 - 19
Advantages of Oral Media
• Provide opportunity for immediate feedback
• Promote interaction
• Involve rich nonverbal cues (both physical gestures and
vocal inflection)
• Allow you to express the emotions behind the message
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Chapter 4 - 20
Disadvantages of Oral Media
• Oral media also have disadvantages:
• Restrict participation to those physically present
• Unless recorded, provide no permanent,
verifiable record of the communication
• In most cases, reduce communicator’s control
over the message
• Other than for messages that are prewritten and
rehearsed, offer no opportunity to revise or edit
spoken words
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Chapter 4 - 21
Choose the Approach
Message length
Direct
Indirect
Audience reaction
Message type
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Chapter 4 - 22
The Approach
• Direct approach-Use this approach
when your audience will be neutral
about your message or pleased to
hear from you. Eg Good News
• Indirect approach-Use this approach
when your audience may be
displeased about the message or
may resist what you have to say. Eg.
Bad new
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Chapter 4 - 23
When to use which
approach
• Routine and positive messages: Direct approach
• Negative messages: Indirect approach for most
non-routine message
• Persuasive messages: Indirect approach that
captures attention
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Chapter 4 - 24
Advantages of Teams
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Information and
knowledge
Diversity of
viewpoints
Acceptance
of solutions
Levels of
performance
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Summary of Discussion
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Chapter 4 - 26
What are teams?
• A team is a unit of two or more
people who share a mission and the
responsibility for working to achieve
a common goal.
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Chapter 4 - 27
Disadvantages of Teams
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Disadvantages of Teams
• Groupthink—occurs when peer pressures cause
individual team members to withhold contrary or
unpopular opinions
• Hidden agendas—private, counterproductive
motives that undermine someone else on the
team
• Cost—aligning schedules, arranging meetings,
and coordinating individual parts of a project can
eat up a lot of time and money
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Conflicts
Conflict can be constructive if it
• Forces important issues into the open
• Increases the involvement of team members
• Generates creative ideas for the solution to a problem
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Conflict can be destructive if it
Diverts energy from more important issues
Destroys morale of teams or individual team members
Polarizes or divides the team
Destructive conflict can lead to win-lose or lose-lose
outcomes, in which one or both sides lose, to the detriment
of the entire team.
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Chapter 4 - 30
Conflicts can be resolved through
• Proactive management: deal with minor conflict before it
becomes major conflict
• Communication: get those involved with the conflict
actively involved in resolution
• Openness: Get feelings out into the open before dealing
with main issues
• Research: Get the facts before attempting a resolution
• Flexibility: Don’t let anyone lock into a position before
considering all possible solutions
• Fair play: Insist on a fair outcome that doesn’t hide behind
rules
• Alliance: Unite the team against outside force” instead of
each other
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Chapter 4 - 31
Knowledge Management
• A set of technologies and protocols
that gather and store information that
colleagues can share with each other
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Chapter 4 - 32