Introduction To Organizational Communication

Introduction to Organizational Communication Communication is important for the internal functioning of the organization and for interaction with the external environment. Communication is the transfer of information from a sender to a receiver, with the information being understood by the receiver. The communication process begin with the sender to encodes an idea that is sent in oral, written, visual, or some other form to the receiver. The receiver decodes the message and gains and understanding of what the sender want to communicate. This is turn may result in some change or action. But the communication process may be interrupted by `noise’ which is anything that hinders communication. In an organization, managers should have the information necessary for doing a good job. The information may flow not only downward or upward in the organization structure but also horizontally or diagonally. Communication can be in returns form, but more information is communicated orally. In addition people communicate through gesture and facial expressions. A great variety of communication methods are available. For example: Technology may use for wired and wireless telephone, fax, voice & E-mail as well as teleconferences and video conferences.

Types of Communication 1. Verbal Communication • Oral Communication: A great deal of information is communicated orally . It occurs through the spoken word. It occurs in a faceto-face meeting of two people or in a manager’s presentations to a large audience, it can be formal or informal, and it can be planned or accidental. For eg: conversations, telephone talks, interviews, presentations and meetings etc. Can be effectively communicated by oral communication . • Written Communication: It is often resorted to by the management for messages that are lengthy and have to be made permanent. For eg: policy matters, service conditions, secret orders, instructions etc. Can be effectively communicated by written communication . 1. Non Verbal Communication • Facial Expression: Facial expressions usually communicate emotions. The expressions tell the attitudes of the communicator.

Researchers have discovered that certain facial areas reveal our emotional state better than others. For example, the eyes tend to reveal happiness or sadness, and even surprise. The lower face also can reveal happiness or surprise; For example, the smile can communicate friendliness and cooperation. The lower face, brows, and forehead can also reveal anger.

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Eye Contact: Eye contact is a direct and powerful form of non-verbal communication. The superior in the organization generally maintains eye contact longer than the subordinate. The direct stare of the sender of the message conveys candor and openness. It elicits a feeling of trust. Downward glances are generally associated with modesty. Eyes rolled upward are associated with fatigue.

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Gestures: One of the most frequently observed, but least understood, cues is a hand movement. Most people use hand movements regularly when talking. While some gestures (e.g., a clenched fist) have universal meanings, most of the others are individually learned and idiosyncratic. Importance of Communication

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Information: Management can keep the employees well informed about company’s plans and programmes. Effective communication is required to convey information to the employees. By sharing information , management can develop loyalty in the employees.

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Management-Labour Relations: Effective communication is required to build good management –labour relations . Communication is required to solve disputes and misunderstanding between management and labour.

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Team Work: Communication is vital in developing team work in the organization . The managers can develop a good team , managers should respect subordinates , invite suggestions and create a good environment where workers feel and comfortable with their work and organization.

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Motivation: Communication is a basic tool to motivate and improve morale of the employees. Management can understand the motives of the employees and accordingly frame incentive plans. The incentive plans can be effectively communicated to the employees.

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Higher Efficiency: Effective communication is required to achieve higher efficiency in the organization . Managers at all level need to communicate well, so that employees achieve higher returns at the lower cost.

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Training and Development: Communication is vital in training and development of the personnel. Trainers should be effective communicators. Good communication on the part of the trainers helps the trainees to understand easily the concepts and the other matter.

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Clarifications: Through effective communication, management can clarify certain matters or issues with the employees. At times employees may raise queries on plans and policies of the firms. The management can answer to such queries through effective communication. The

management can also sort out clarifications with outsiders such as customers, suppliers, etc. •

Better Performance: Effective communication facilitates clear information to the employees. Thus , the employees understand their job better and feel more involve in them. This encourages better performance and job satisfaction.

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Social Interaction: Communication is a primary source of social interactions. It helps people to express their feelings and emotions. Communication of moods and emotions help to understand organizational members and thus the goals of the group and organization can be achieve effectively. Others:

• Communication encourages innovation. • Effective communication enhances corporate image. •

Communication results in reduction of absenteeism an employee turn over.

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Effective communication ensures optimum utilization of resources . The Purpose of Communication

Communication is essential for the internal functioning of enterprises because it integrates the managerial functions. Especially, communication is needed 1) To establish & disseminate the goals of an enterprise.

2) To develop plans for their achievement. 3) To organize human & other resources in the most effective & efficient way. 4) To select, develop, & appraise members of the organization. 5) To lead, direct, motivate, & create a climate in which people want to contribute. 6) To control performance. Figure graphically shows not only that communication facilities the managerial functions but also that communication relates an enterprise to its external environment. It is through communication that any organization becomes an open system interacting with its environment.

The Communication Process Communication process includes the following steps: 1) The sender formulates the message which he wants to convey to other. 2) The sender will translate the message into words, symbols, or some other form that would be wellunderstood by the receiver. This is known as encoding of message. 3) The encoded message is transmitted to the receiver with the help of certain methods. The sender may use spoken or written words for this purpose. 4) The message is received by the receiver. 5) The receiver of message decodes the message & draws meanings from the message. 6) The receiver will take the necessary action & will send his response to the sender of the message. This is known as

feedback. When the feedback is received, the communication process is said to be completed.

Communication Flow in the Organization In an effective organization, communication flows in various directions: downward, upward, & crosswise. Traditionally, downward communication was emphasized, but there is ample evidence that problems will develop if communication flows only downward. In fact, one could argue that effective communication has to start with the subordinate, & this means primarily upward communication. Communication also flows horizontally & diagonally. The different kinds of information flows are diagramed in figure.

Downward Communication Downward communication flows from people at higher levels to those at lower levels in the organizational hierarchy. This kind of communication exists especially in organizations with an authoritarian atmosphere. Downward communication include instructions, speeches, loudspeakers, examples of written downward communication are letters, handbooks, policy statement. Unfortunately, information is often lost or distorted as it comes down the chain of command. Downward flow of information through the different levels of the organization is time-consuming. Indeed, delays may be so frustrating that some top managers insist that information be sent directly to the person or group requiring it.

Upward Communication Upward communication travels from subordinates to superiors & continues up the organization hierarchy. Unfortunately, this flow is often hindered by managers in the communication chain, who filter the messages & do not transmit all the information, especially unfavorable news, to their bosses. Upward communication is primarily nondirective & is usually found in participative & democratic organizational environments. The concept of the ombudsperson was used relatively little in the united states until recently. U.S. companies have established a position for a person who investigates employees concerns. Companies have found that the ombudsperson can provide a valuable upward communication link. Effective upward communication requires an environment in which subordinates feel free to communicate.

Crosswise Communication Crosswise communication includes the horizontal flow of information, among people on the same or similar organizational levels, & the diagonal flow, among persons at different levels who have no direct reporting relationships with one another. The enterprise environment provides many occasions for oral communication. They range from informal meetings of the company bowling team & lunch hours employees spend together to more

formal conferences & committee & board meetings. This kind of communication also occurs when members of different departments form task teams or project groups. In addition written forms of communication keep people informed about the enterprise. These written forms include the company newspapers or magazine & bulletin board notices. Modern enterprise use many kinds of oral & written crosswise communication patterns to supplement the vertical flow of information. Barriers and Breakdowns in Communication Specific communication barriers are discussed below. Lack of Planning - Good communication seldom happens by chance. Too often, people start talking and writing first thinking, planning and starting the purpose of the message .yet giving the reasons for a directive, selecting the most appropriate channel, and choosing proper timing can greatly improve understanding and reduce resistance to change. Unclear Assumptions - Often overlooked, yet very important, are the uncommunicated assumptions that underlie messages. A customer may send a note stating that she will visit a vendor’s plant .then she may assume that the vendor will meet her at the airport, reserve a hotel room, arrange for transportation, and set up a full scale review of the program at the plant. But the vendor may assume that the customer is coming to town mainly to attend a wedding and will make just a routine call at the plant. These unclarified assumptions in both instances may result in confusion and the loss of goodwill. Semantic Distortion - Another barrier to effective communication is semantic distortion, which can be deliberate or accidental. An advertisement that states “we sell for less” is deliberately ambiguous, begging the question: less than what? Words may evoke different responses. To some people, the word

government may mean interference or deficit spending; to others, the same word may mean help equalization, and justice. Poorly Expressed Messages - No matter how clear the idea is in the mind of the sender of communication, the message may still be marked by poorly chosen words, omissions, lack of coherence, awkward sentence structure, platitudes, unnecessary jargon, and a failure to clarify its implications. This lack of clarity and precision, which can be costly, can be avoided through greater care in encoding the message. Guidelines for Improving Communication The following guidelines can help overcome the barriers to communication: 1. Clarify the Purpose of Message - One of first steps in communicating is to clarify the purpose of the message and to make a plan to achieve the intended end. 2. Use Intelligible Encoding - Effective communication requires that encoding and decoding is done with symbols that are similar to both the sender and the receiver of the message. Thus, the manager (and especially the staff specialist) should avoid unnecessary technical jargon, which is intelligible only to experts in their particular field. 3. Consult Others Views - The planning of the communication should not be done in a vacuum. Instead, other people should be consulted be encouraged to participate: to collect the facts, analyze the message, and to select the appropriate message. 4. Consider Receiver’s Needs - It is important to consider the needs of the receivers of the information. Whenever appropriate, one should communicate something that is of value to them, in the short run as well as in the more distant future. At times, unpopular actions that effect employees in the short run may be

more easily accepted if they are beneficial to them in the long run. 5. Use Appropriate Tone and Language and Ensure Credibility - There is a saying that the tone makes the music. Similarly in the communication, the tone of voice, the choice of language and the congruency between what is said and how it is said influence the reaction of the receiver of the message. 6. Get Feedback - Communication is complete only when the message is understood by the receiver. And the sender never knows whether or not the message is understood unless he or she gets feedback. 7. Consider Receivers Emotions and Motivations - The function of communication is more than transmitting in formation .It also deals with emotions ,which are very important in interpersonal relationships between superiors ,subordinates , and colleagues in an organization. Furthermore, communication is vital for creating an environment in which people are motivated to work toward the goals of the enterprise while they achieve their personal aims. 8. Listen - Effective communicating is the responsibility not only of the sender but also of the receiver of the information. Thus, listening is an aspect that needs additional comment.