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Organizational
Communication
Communication Concepts
Communication is
defined as 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)
Channels of
Communication include
telephone lines, radio and
television signals, fiberoptic cables, mail routes,
and even the airwaves that
carry the vibrations of our
voices
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Communication Concepts
Encoding is the process of
translating an idea into a
form, such as written or
spoken language, that can
be recognized by a receiver
Decoding is the process of
converting a message back
into a sender’s original ideas
Feedback is the process of
providing information about
the impact of a message on
the receiver
Noise is the name given to
factors that distort the
clarity of messages
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The Communication Process
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Formal Communication
Formal communication
is the process of sharing
official information with
others who need to know
it. Formal
communication usually
follows the prescribed
pattern of
interrelationships
between various units of
an organization, which is
commonly depicted in an
organization chart
HOTEL MANAGER
FOOD AND
BEVERAGE
MANAGER
MARKETING
ADMIN AND
FINANCE
MANAGER
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Formal Communication
Downward communication
consists of instructions,
directions, and orders – that
is, messages telling
subordinates what they
should be doing – as well as
feedback
Upward communication
consists of messages that
managers need to do their
jobs, such as data required to
complete projects,
suggestions for improvement,
status reports, and new ideas
Horizontal communication
consists of messages that
flow laterally, including efforts
at coordination and attempts
to work together
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Informal Communication
Informal
communication consists
of information shared
without any formally
imposed obligations or
restrictions
The grapevine refers to
the pathways along which
unofficial information
travels
Rumors are messages
that transmit information
that is almost totally
without any basis in fact
and is unverifiable
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Forms of Communication
Verbal communication
consists of transmitting
and receiving ideas using
words
 Oral: face-to-face
talks, telephone
conversations
 Written: faxes,
letters, e-mail
messages
Nonverbal
communication consists
of transmitting and
receiving ideas without
words
 Facial gestures, body
language, clothes
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Nonverbal Communication
The transmission
of messages
without the use
of words
 Types

 Mode
of Dress
 Waiting Time
 Seating Position
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Nonverbal Communication Tips
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Stand and sit using an erect
posture. Avoid slouching.
When confronted, stand up
straight. Do not cower.
Nod your head to show that
you are listening to someone
talk.
Maintain eye contact and
smile at those with whom you
are talking.
Use hand gestures in a
relaxed, nonmechanical way.
Always be neat, well
groomed, and wear clean,
well-pressed clothes.
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Table 8.1
Improving Your Communication Skills
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Use inspirational
communication
tactics
Be a supportive
communicator
Encourage open
feedback
Use simple language
Avoid overload
Walk your talk
Be a good listener
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Inspirational Communication
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Project confidence and
power with emotionprovoking words
Be credible
Pitch your message to the
listener
Cut through the clutter
Avoid “junk words” that
dilute your message
Use front-loaded messages
Cut through the clutter
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Supportive Communication
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Supportive
communication involves
showing people that you
are interested in what they
have to say, and
responding in a way that
strengthens the
relationship between you
Supportive communication
techniques include
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Focusing on the problem
rather than the person
Matching your words and
your body language
Acknowledging the other
person’s ideas
Keeping the conversation
going
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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
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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 sweet)
OK MGA KIDS,
SLEEP NA,
NOW NA!!!!
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