Communication in the
Workplace
Chapter: One
Session: Two
Communication
Behavior in Organizations, p.289
What is Communication?
Communication is the process of sending
and receiving a message.
This include (but not limited to) –
Exchanging an e-mail
Sending a letter
Giving a formal presentation
Chatting with the co-workers
Features of Effective Communication
Provide practical information
Give facts rather than impressions
Clarify and condense information
State precise responsibilities
Persuade others
Offer recommendations
Barriers to Effective Communication
Distractions
Information overload
Perceptual differences
Language differences
Restrictive environments
Deceptive tactics
Communication Barriers
Perception Restrictive
and Language Environments
•Selective perception •Information flow
•Shared meanings •Leadership style
Distractions Overload Deception
•Physical discomfort •Business messages •Illegal messages
•Emotional issues •Technology issues •Unethical messages
Main Forms of
Communication in Business
Operational
Internal
External
Personal
Intranets (or portals) like this one
from Deere & Company are used
for internal communication.
Internal Communication
Official Structure The Grapevine
Formal Chain Informal
of Command Networking
Up, Down, Across Unofficial Lines
Formal Power Lines of Power
External Communication
Formal Contacts Informal Contacts
Marketing Employees
Public Relations Managers
Communication Networks
Formal communication represents a network, in
which ideas and information flow along the lines of
command (the hierarchical levels) in an
organization.
Informal communication is a network where two
or more individuals (i.e. employees) are in contact
that does not maintain formal hierarchy of an
organization.
It is also termed as “Grapevine”.
Communication Networks
Formal Network
Well-established, usually along operational
lines
Depends on certain established forms or
“genres” in the company
Planned and managed
Informal Network
Complex
Dynamic
Grapevine
A secret means of spreading or
receiving information
The informal transmission of (unofficial)
information, gossip or rumor from
person-to-person -> "to hear about
[Link]. through the grapevine"
A rumor: unfounded report; hearsay
The Formal and Informal Communication Networks
in a Division of a Small Manufacturing Company
Department
Manager
Supervisor Supervisor
Black Solid Lines = Formal Network
Brown Dashed Lines = Informal Network (at a moment in time, for they change often)
Factors Affecting the
Communication in a Business
Nature of the business
Operating plan
Business environment
Geographic dispersion
People
Company culture
The Communication Process
Sensing a communication need
Defining the situation
Considering possible communication
strategies
Selecting a course of action
Composing the message
Sending the message
The Contexts for Communication
The larger context
Business-economic
Sociocultural
Historical
The relationship of the communicators
The communicators’ particular contexts
Organizational
Professional
Personal
Business Communication Process
Shared Experience
Little shared Average amount of Large amount of
experience shared experience shared experience
Meanings dissimilar Meanings similar Meanings very similar
Misunderstanding Average degree of High degree of
understanding understanding
Basic Communication Model
Encoding Noise Decoding
Message conflict and inconsistency
Channel
Newspaper, mail,
Source Message magazine, e-mail, Receiver
Company, Brand messages TV, radio, Customer, client
individual package,
salesperson,
customer service,
Internet
Feedback
Request information, acceptance, rejection
Business Communication as
Problem Solving
Most business-communication problems
are ill-defined problems requiring
Analysis
Creativity
Judgment
Some Basic Truths about
Communication
Meaning is in the mind, and no two
minds are alike.
The symbols for communicating are
imperfect, and so are our best
communication efforts.
Communication is about information and
relationships.