Download Chapter 9

Communication
in Organizations
Chapter 9
Learning Objectives
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2.
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6.
Describe the process of communication and its role in
organizations.
Identify various forms of verbal media used in
organizations, and explain which ones are most
appropriate for communicating messages of different
types.
Explain how style of dress and the use of time and space
are used to communicate nonverbally in organizations.
Describe various types of individual differences with
respect to how people communicate with each other.
Describe the formal and informal forces that are
responsible for communication in organizations.
Explain the various things you can do to improve your
effectiveness as a communicator in organizations.
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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)
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Communication Concepts
Encoding: The process by which an idea is transformed
so that it can be transmitted to, and recognized by, a
receiver (e.g., a written or spoken message).
Channels of Communication: The pathways over which
messages are transmitted (e.g., telephone lines, mail).
Decoding: The process by which a receiver of messages
transforms them back into the sender’s ideas.
Feedback: Knowledge about the impact of messages on
receivers.
Noise: Factors capable of distorting the clarity of
messages at any point during the communication
process.
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The Communication Process
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Purposes of Communication
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To direct action
To achieve
coordinated action
To share
information
To develop
friendships
To build trust and
acceptance
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Verbal Communication
The transmission of messages using
words, either written or spoken.
Traditional Verbal Media: Forms of
communication that do not depend on
the use of computers.
Computer-Mediated Communication:
Forms of communication that depend on
the use of computers.
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Traditional Verbal Media
Forms of communication that do not
depend on the use of computers.
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Face-to-face discussion
Telephone
Memos and letters
Newsletters
Employee handbook
Flyers and bulletins
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Computer-Mediated Communication
Forms of communication that depend
on the use of computers.
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E-mail
Instant messaging
Video-mediated communication
Speech technology
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Continuum of Communication Media
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Communication Effectiveness

Communication is most effective when it uses
multiple channels, such as using both oral and
written messages.
– Oral messages are useful in getting people’s attention and
allow for immediate two-way communication.
– Following up in writing makes the message more
permanent.

A medium’s effectiveness depends on how
appropriate it is for the kind of message being sent.
– Oral media are more effective when messages are
ambiguous.
– Written media are more effective when messages are clear.
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Media Guidelines
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Nonverbal Communication

The transmission of messages without the
use of words.
 Types
– Style of Dress: Communicating by appearance.
– Time: The waiting game.
– Space: What does its use say about you?

Both verbal and nonverbal channels are
important sources of information used in
conjunction with each other in the process
of communication.
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Individual Differences
Personal Communication Style: The
consistent ways people go about
communicating with others.
Gender Differences: Men tend to reinforce
their status when they talk, whereas
women tend to downplay it.
Cross-Cultural Differences: Cultures vary
in terms of the vocabularies they use, the
meaning of similar terms, and the norms
for using certain words.
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Personal Communication Styles
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Differences in Cultural Norms
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Types of Communication
Formal
The sharing of
messages regarding
the official work of
the organization
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Informal
The sharing of
unofficial messages,
ones that go beyond
the organization’s
formal activities
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Formal Communication
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Organizational Structure: The formally prescribed
pattern of interrelationships existing between the
various units of an organization.
Organizational Chart: A diagram showing the formal
structure of an organization, indicating who is to
communicate with whom.
Types of Communication:
– Downward
– Upward
– Horizontal

Mum Effect: The reluctance to transmit bad news,
shown either by not transmitting the message at all
or by delegating the task to someone else.
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Formal Communication
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Informal Communication
Old-Boys Network: A gender-segregated informal
communication network composed of men with
similar backgrounds.
Snowball Effect: The tendency for people to
share informal information with others with whom
they come into contact.
Grapevine: An organization’s informal channels
of communication, based mainly on friendship or
acquaintance.
Rumors: Information with little basis in fact,
often transmitted through informal channels.
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Informal Communication Networks
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Internal vs. External Communication
Research has
shown that
executives tend to
communicate
differently when
sending messages
inside and outside
their organizations.
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Improving Communication Skills
 Use
simple, clear language
 Become an active, attentive listener
 Gauge the flow of information
 Give and receive feedback
 Be a supportive communicator
 Use inspirational communication
tactics
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Use Simple, Clear Language
Using needlessly formal language
imposes a serious barrier to
communication.
Jargon: The specialized language used by
a particular group (e.g., people within a
profession).
K.I.S.S. Principle: A basic principle of
communication advising that messages
should be as short and simple as possible
(an abbreviation for keep it short and
simple).
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Examples of Ambiguity
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Become an Active Listener
Tips for active listening:
Ask questions and put the speaker’s ideas into
your own words.
Avoid jumping to conclusions or evaluating the
speaker’s remarks.
Make sure you understand another’s ideas before
you formulate your reply.
HURIER Model: The conceptualization that
describes effective listening as made up of
the following six components: Hearing,
Understanding, Remembering, Interpreting,
Evaluating, and Responding.
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The HURIER Model
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Information Overload
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Information Overload

When systems are overloaded,
distortion and omission are likely result.
 Strategies for avoiding these problems:
– Redundancy: Transmitting messages via
multiple channels.
– Verification: Ensuring that messages have
been received accurately by having them
repeated back.
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Feedback
360-degree Feedback
Suggestion Systems: Procedures that
provide formal mechanisms to employees
for presenting their ideas to the company.
Corporate Hotlines: Telephone lines
staffed by experts ready to answer
employees’ questions, listen to their
comments, and the like.
Informal Meetings
Employee Surveys
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Supportive Communication
Any communication that is accurate and honest and
that builds and enhances relationships instead of
jeopardizing them.
Invalidating Language: Language that arouses
negative feelings about one’s self-worth.
Validating Language: Language that makes people
feel recognized and accepted for who they are.
Conjunctive Statements: Statements that keep
conversations going by connecting one speaker’s
remarks to another’s.
Disjunctive Statements: Statements that are
disconnected from a previous statement, tending to
bring conversations to a close.
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Inspirational Communication
 Project
confidence and power with
emotion-provoking words
 Be credible
 Pitch your message to the listener
 Cut through the clutter
 Avoid “junk words” that dilute your
message
 Use front-loaded messages
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Projecting Confidence
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