CHAPTER 11: ORGANIZATIONAL COMMUNICATION

CHAPTER 11: ORGANIZATIONAL COMMUNICATION

1. 4 TYPES OF COMMUNICATION

   • Upward
   • Downward
   • Business
   • Informal

2. UPWARD COMMUNICATION:

   • communication within an organization in which the direction is from subordinates to superiors
   • direct upward communication may not be workable because employees might feel threatened and not willing to open up.
   • SERIAL COMMUNICATION: communication passed from lower levels to another level after them, and continues until it reaches the top.
   • Drawbacks
     • 1. content and tone of messages changes as it moves from person to person.
     • 2. Bad news and complaints are seldom relayed
       • MUM (minimize unpleasant messages) effect: reluctance to relay unpleasant news, which can result in important information being kept from reaching upper levels.
     • 3. Communication through informal channels are less effective when not in close proximity
   • FORM OF UPWARD COMMUNICATION
     • 1. Attitude Surveys: survey is conducted to determine employee attitudes about an organization conducted by outside consultant
     • 2. Focus Group: Outside consultant meets with groups of outside employees to get their opinions and suggestions. It is then passed on to management.
     • 4. Suggestion boxes: employees are asked to place suggestions in a box by an outside consultant
     • 3.Exit Interviews: Employee Interviewing an employee that voluntarily leaves an organization
     • 5. Third-Party Facilitators: Neutral party who takes complaints/suggestions and personally work with management
       • Liaison: person who acts as an intermediary between employees and management, OR, an employee who receives and sends grapevine information
       • Ombudsperson: person who investigates employees' complaints and solves problems

3. DOWNWARD COMMUNICATION

   • communication within an organization in which the direction is from superior to subordinates
   • keeps employee informed and communicate vital information needed by employees to perform their jobs.
   • FORMS OF DOWNWARD COMMUNICATION
     • 1. Bulletin boards: communicate non-work-related opportunities
     • 2. Policy Manuals: a place for posting important changes in policy or procedure which contains all the rules that have employees must operate
     • 3. Newsletters: communicate organizational feedback and celebrate employee success
     • 4. Intranets: computer-based employee communication network used exclusively by an organization

4. BUSINESS COMMUNICATION

   • transmission of business-related information among employees, management, and customers
   • FORMS OF BUSINESS COMMUNICATION
     • 1. Memos: communication that provides detailed information to a large number of people in a short period of time
     • 2. Telephone Calls
     • 3. Email and Voice Mail
     • 4. Business Meetings
     • 5. Office Design: open or landscaped office design so that employees will communicate better with one another, and easier to supervise

5. INFORMAL COMMUNICATION

   • communication among employees in an organization that is not directly created to the completion of an organizational task
   • Grapevine: an unofficial informal communication network
     • Types of Grapevine:
     • Types of informaion
       • Gossip: messages that lacks significance to the people gossiping, usually about individuals
       • Rumor: messages that is significant to the lies of those that communicate the message, and can be about individuals or other topics.

6. INTERPERSONAL COMMUNICATION: exchange of a message across a communication channel from one person to another.

   • 3 MAIN PROBLEMS
     • INTENDED MESSAGE VS MESSAGE SENT
       • Solutions to overcome sending message that is not the message intended to be communicated
         • Think about what you want to communicate
         • Practice what you want to communicate
         • Learn better communication
     • MESSAGE SENT VS MESSAGE RECEIVED
       • Factors that affect how the message is received
         • The actual words used: one word might have a different meaning in another situation
         • Communication Channel: message can be interpreted in different ways based on the channel used to coommunicate it
         • Non-verbal cues: Our words often say one thing, but our actions say another
           • Body Language: how we move and position our body can form communication to other people
           • Use of space
           • Use of time
           • Paralanguage: the way we say things, from our tone, tempo, volume, number of pauses and rate of speech
           • Artifacts: the thing a person wears or surrounds themselves with
         • Noise: any interference that affects the channel of the message
         • Amount of information
     • MESSAGE RECEIVED VS MESSAGE INTERPRETED
       • Factors that affect interpretation of the message
         • Listening skills
         • Listening styles
           • 1. Leisure listening: listening about only interesting information
           • 2. Inclusive listening: Listens for main ideas
           • 3. Stylistic listening: pays attention to the way the communication is presented
           • 4. Technical listening: listens to only facts and details
           • 5. Empathic Listening: cares primarily about the feelings of the speaker
           • 6. Nonconforming listening: listens to information that is consistent with their way of thinking
         • Emotional State
         • Cognitive Ability: can the message be understood
         • Bias

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