Part 3.
Social and Group Processes in Organizations
Chapter 9. Communication
* Learning Objectives:
- Describe how the communication process works, including common obstacles and strategies for managing them effectively.
- Identify and explain the three main categories of communication.
- Understand the key features that contribute to effective communication.
- Recognize different types of communication barriers and discuss ways to overcome them.
- Compare and explain various communication styles.
1. The Communication Process
• Communication
: the process of expressing or exchanging information to create a shared understanding and feeling.
- effective communication happens when the sender’s message is efficiently received by the intended audience without misunderstanding.
• Communication Process
√ Encoding
: converting an idea/information into a message
(e.g., words, symbols, images)
√ Message
: the information that is encoded & transmitted
√ Channel
: the medium used to send the message
(e.g., speech, writing, visuals, body language)
√ Decoding
: interpreting & translating the message into meaning
by the receiver
√ Feedback
: the receiver’s response that indicates whether the
message was understood
√ Noise
: any factors that interferes with/distorts the message
during communication
2. Types Communication
√ Selecting the Communication Type:
- nature of the message
- urgency
- receiver’s ability to understand the channel
• Communication Types
a. Verbal (spoken language)
- used to inform, persuade, and express ideas
- can be real-time (e.g., conversations, meetings) or asynchronously (e.g., recorded messages)
b. Nonverbal (body language, tone, facial expressions)
- conveys meaning without words and complements verbal communication
c. Written (digital, printed, or written words/symbols)
- provides a permanent record
- may pose risk when containing sensitive information
3. Characteristics of Successful Communication
√ Essential Factors for Effective Workplace Communication
Factors Definition Characteristics
Clarity clear and easy to understand - organized and straightforward
- use simple, precise language
- avoid slang, jargon, and ambiguity
Conciseness brief and to the point - focuses on key information only
- avoids unnecessary details
- prevents information overload
Consistency remains uniform across time & channels - same core meaning across messages
- no contradictions
- improves clarity over time
Audience consideration message is tailored to the audience - adjust language & tone to audience level
- considers audience needs, attitudes, and interests
- ensures relevance and understanding
4. Communication Barriers
√ Common Communication Barriers
Barrier Definition Characteristics / Examples
Noise anything that interferes with or distorts a message long/vague messages
Selective receiving only parts of a message based on ignoring information that contradicts existing opinions
perception expectations/beliefs
Misperception misinterpreting a message differently from the same message understood differently by different people
sender’s intent
Filtering sender alters or withholds information omitting negative feedback or modifying information to
appear favorable
Information too much information to process effectively excessive emails, data/messages leading to confusion
overload
Organizational hierarchy or culture limits open communication - employees hesitate to speak up
culture/structure - information blocked across levels
Cultural differences in norms and communication styles - low-context cultures
differences across cultures : meaning is conveyed mainly through words
- high-context cultures
: meaning relies on context, tone, and nonverbal cues
Overcoming Barriers to Communication
√ Improve Communication Skills
- training in effective communication & active listening
- enhances both sending & receiving of messages
√ Develop Cross-Cultural Awareness
- understand differences in communication styles across cultures
- recognize how values and norms influence communication
- adapt messages to suit diverse audience
√ Choose the Appropriate Communication Medium
- match the medium to the message (e.g., chat, email, face-to-face meeting)
- consider timing & setting (e.g., sensitive issues → private meetings)
√ Improve Organizational Communication Structure
- reduce reliance on one-way, top-down communication
- promote open, two-way communication to minimize distortion
- encourage transparent information sharing across levels
5. Communication Styles
√ Communication Styles
: the way individuals interact and express information (how something is said)
Styles Definition Characteristics / Examples
Passive avoiding conflict; prioritizes others’ needs over - Does not express opinions; “goes along” with others
communication own → may lead to stress/resentment
Passive- appearing cooperative but expresses negatively - uses sarcasm, silence, or indirect complaints
aggressive indirectly → damages trust
communication
Assertive clearly expresses needs while respecting others - open, honest communication;
communication seeks mutual respect and win-win outcomes
(most effective communication style)
Aggressive prioritizes own needs at the expenses of others - dominates, criticizes, or interrupts others
communication → harms relationships