EFFECTIVE COMMUNICATION IN THE conducting the formal affairs of a voluntary organization

and so on.
WORKPLACE

The objective of this learning program is to: Classification of Communication:

Discuss the different functions and types of
- Formal Communication
organizational communication
- Informal Communication
and organizational communication’s role in improving
organizational life and organizational output

FORMAL COMMUNICATION can be a form of Oral and

written communication.
MODULE 1: Communication Theory
1. Oral communication can take the form of
MODULE 2: Barriers to communication
interviews, meetings, presentations, and so on.
MODULE 3: Listening

2. Written communication can take the form of

COMMUNICATION THEORY notes, memos, letters, reports, and so on.

“The most important thing in communication is to

hear what isn’t being said.” 3. Formal communication can be downward,
upward, horizontal, interactive and external.
By: Peter Drucker
This can be in Downward, Upward, Horizontal or Lateral
What is communication? Communication.
The word ‘communication’ which comes from the word
communicate, meaning to share or used in common
talk, usually, to mean speaking or writing or sending a INFORMAL COMMUNICATION is a communication
message to another person between individuals and groups, which does not follow
the official recognized channel.
Communication is really much more than that.
This is a result of social interaction among the various
It is the transfer of information from a sender to a members of the organization.
receiver, with the information being understood by the
receiver. One example of this informal communication is what we
called Grapevine.
It is also defined as a process of passing information and
understanding from one person to another.
What is Grapevine?

Or we should say that Communication is any behavior Grapevine is an informal chat between people, seen as a
that results in an exchange of meaning. network through which the information is reliably
spread.
Meaning of Business Communication
It is an informal communication because it stretches
The term Business Communication is used for all throughout the organization in all directions irrespective
messages that we send and receive for official purposes of the authority levels.
like running a business, managing an organization,

Effective Communication in the Workplace Handout v1

In other words, grapevine is: 5. The grapevine is a supplement in those cases
where formal communication does not work.
 Rumor
 Unconfirmed reports Disadvantages of grapevine communication in the
 Hearsay organization.
 Gossip talks
1. The grapevine carries partial information at
 Titles tattle
times as it is more based on rumors. Thus, it
 Scandal
does not clearly depict the complete state of
 Chat affairs.
 Whisper 2. The grapevine is not trustworthy always as it
 Buzz does not follow official path of communication
 Noise and is spread more by gossips and unconfirmed
 Word of mouth report.
 Chismis 3. The productivity of employees may be
 Sabi-sabi hampered as they spend more time talking
 Bali-balita rather than working.
 Chismax 4. Grapevine can lead to hostility against bosses/
 Bulung-bulungan superiors.
5. This may hamper the goodwill of the
Reasons for grapevine to develop:
organization as it may carry false negative
1. They sense uncertainty (hindi sigurado) information.
2. Preferential treatment of managers with certain 6.
employees (namimili ng employee)
Coping or Managing the Grapevine
3. The general behavior of being talkative
4. Feel threatened or insecure “The grapevine cannot be abolished, rubbed out, hidden
5. They are stress under a basket, chopped down, tied up, or stopped”
6. When there is pending change
7. When management is not having a good  Don’t try to control or resist it
communication with them  Use it to supplement formal channels

What are the advantages of Grapevine Communication How can we prevent spreading rumors?
in an organization? 1. Provide information through the formal system
Advantages of Grapevine Communication of communication on the issues important to
the employees
1. Grapevine channels carry information rapidly. 2. We must supply employees with a clear,
As soon as an employee gets to know some accurate and timely information
confidential information, he becomes inquisitive 3. Present full facts
and passes the details then to his closest friend 4. Keep formal communication lines open and the
who in turn passes it to other. process as short as possible.
2. The managers get to know the reactions of their 5.
subordinates on their policies. Thus, the
feedback obtained is quick compared to formal Types of communication:
channel of communication.
1. One-way Communication
3. The grapevine creates a sense of unity among
2. two-way Communication
the employees who shared and discuss their
views with each other. Thus, grapevine helps in
developing group cohesiveness.
4. The grapevine serves as an emotional One-way Communication
supportive value.
Effective Communication in the Workplace Handout v1
• Sender is not sure of receipt of information as 3. Better return for investors
well as understanding by the receipt. 4. Enhanced professional image
5. Stronger marketing messages
• There is no feedback from the receiver to
6. Lower turnover and higher retention
sender.
7. Early identification of potential problems
8. Improving work flow and productivity

Two-way Communication

• There is active feedback from the receiver to It is also very important that we have communication in
sender to ensure the receiver understand the same the workplace so that;
meaning which the sender intended to convey.
 Employees must be able to express their ideas
and thoughts properly
 Employees must be able to listen effectively
Why communication is important?  Employees must be able to communicate with
people from diverse backgrounds
Communication is important because it helps
organization to:  They must be able to deliver high quality writing
and speaking
1. Accomplish individual and organizational goals  Practice business etiquette
2. Implement and respond to organizational  Communicate ethically
change  Be able to use communication technologies
3. Coordinate activities effectively
4. Engage in virtually all organizational relevant
behaviors.

Also, Communication is a Skill

 Promotes Motivation If you are a leader being sender of a message you

 Source of Information should
 Alters Individual’s Attitudes  Send a clear and complete message.
 Helps in Socializing  Encode messages in symbols the receiver
 Assists in Controlling Process understands.
 Select a medium appropriate for the message
and monitored by the receiver.
When there’s an improper communication  Avoid filtering (holding back information) and
distortion as the message passes through other
1. Communication breakdowns are pervasive
workers.
(pwedeng mangyari or lumaganap)
 Ensure a feedback mechanism is included in the
2. Ineffective communication is equal to ineffective
message.
organizations
 Provide accurate information to avoid rumors.
3. Informal remarks are distorted
4. Kidding leads to anger
5. Problems arise when…
6. Directives are misunderstood And if leaders are the receiver of the message, you
must:

Having EFFECTIVE COMMUNICATION in an organization  Pay Attention to what is sent as a message.

can have;  Be a good listener: don’t interrupt.
 Be empathetic: try to understand what the
1. Faster decision making and problem solving sender feels.
2. Stronger business relationships  Ask questions to clarify your understanding.
Effective Communication in the Workplace Handout v1
  Understand linguistic styles: different people There are three levels at which communication takes
speak differently. place
 Speed, tone, pausing all impact communication.
1. Noticing is done with the senses, and is at the
physical level
2. Understanding is at the level of intelligence
Effective Communication happens when:
3. Acceptance is at the emotional level
 Someone pays attention to what is being said.
 Disturbance is overcome by the receiver.
 The receiver interprets the sender’s message Classification of Barriers
the same way the sender intended it.
 The sender is clear about his own intentions. 1. Physical Barriers
2. Semantic Barriers
Face to Face 3. Language Barriers
4. Cross-Cultural Barriers
 Highest information richness. 5. Organizational Barriers
 Can take advantage of verbal and nonverbal 6. Interpersonal Barriers
signs.
 Provides for instant feedback.
1. First Physical Barriers
 Management by walking around takes
advantage of this with informal talks to workers. Physical barrier is the environmental and natural
 Video Conferences: provide much of this condition that act as a barrier in communication in
richness. sending message from sender to receiver.
 Reduce travel costs and meeting times.
2. Semantic Barriers

Semantic barriers arise because words mean different

Verbal Communication electronically transmitted things to different persons.
 Has next highest information richness. It is said, “meaning is in people, not in words”.
 Phone conversations, but no visual nonverbal
3. Language Barrier
cues.
A language barrier refers to linguistic barriers to
communication,
Personally Addressed Written Communication
• Different Languages
 Lower richness than the verbal forms, but still is
• No Clarity in Speech
directed at a given person.
 Personal addressing helps ensure receiver reads • Not Being Specific
it. Letters and e-mail are common forms.
• Using Jargons (slang, abbreviation, etc)
 Cannot provide instant feedback to sender but
can get feedback later. Excellent for complex • Unclarified Assumptions
message needing follow-up.

Impersonal Written Communication

4. Cross-Cultural Barriers
 Lowest richness.
 Good for messages to many receivers. Cross culture is a concept that recognizes the
 Little feedback is expected. Newsletters, reports differences among business people of different nations,
are examples. backgrounds and ethnicities, and the importance of
bridging them.
Effective Communication in the Workplace Handout v1
Different Cross-Cultural Barriers  Poor relationship between superior and
subordinate
• Language
 Fear of penalty
• Values and Norms

• Social Relations
Avoiding Miscommunication
• Concept of Time
1. Engage in active listening
• Concept of space 2. Listen with your eyes, ears and gut
• Gestures 3. Take time to understand as you try to be
understood
5. Organizational Barriers 4. Be aware of your personal perceptual filters
The Organizational Barriers refers to the hindrances in Ways to overcome Barriers to Communication
the flow of information among the employees that
might result in a commercial failure of an organization. For Physical Barriers

Organizational Barriers  Appropriate Seating Arrangement

 Ensure Visibility & Audibility
 Organizational Culture and Climate  Environmental Comfort
 Organizational Rules and Regulations  Minimize Visual/ Oral Distractions
 Status Relationships  For Semantic Barriers
 Complexity in Organizational Structure
 Use of Simple Language
 Lack of Cooperation Between Superior and
 Symbolic & Charts
Subordinate
 Active Listening/ Constructive Feedback
6. Interpersonal Barriers For Cross-Cultural Barriers
Based upon the relationships, values held, and attitudes  Understanding of Traditions & Customs
of the participants in the process of communication.  Information of all Sides of Culture
If sender and receiver are not of same economic,  For Organizational Barriers
educational & status level then there is chance of  Simple Organizational Structure
miscommunication.  Avoiding Information Overload
 Flexibility in Meeting Targets
Interpersonal Barriers

Barriers emanating from superiors:

Overcoming the Barriers to Effective
 Shortage of time for employees
 Lack of trust Communication
 Lack of consideration for employee’s needs 1. Learn to Listen
 Wish to capture authority 2. You have to over-communicate just to communicate
 Fear of losing power of control 3. Avoid relying on visual aids
 Information overload 4. Put yourself in other people’s shoes
 Bypassing 5. Try Humility
Barriers emanating from subordinates: 6. Ask for honest feedback
7. Engage the audience in discussion.
 Lack of proper channel 8. Don’t Write, Talk
 No interest to communicate 9. Accept the Fear
 Lack of cooperation 10. Start and end with the key points
 Lack of trust 11. Get to know your audience
Effective Communication in the Workplace Handout v1
12. Focus on earning respect instead of laughs Active Listening
Allows you to make sure you hear words and
understand the meaning behind the words.
What is listening?
Goal: from Listening to Understanding
Listening is the process of receiving, constructing
meaning from, and responding to spoken and/or Active Listening Requires
nonverbal messages; to hear something with thoughtful
 Definite Intent to Listen
attention
 Focus on Speaker
 Verbal and Non-verbal Encouragers
 Feedback Loop to ensure Accuracy
Effective communication is 2-way
Listening Vs. Hearing
7 Ways to Improve your Listening
 Hearing is a physical process; natural; passive
1. Increase your listening span:
 Listening is a physical and mental process;
active; learned process; a skill Try to resist the temptation to interrupt.
 Listening is Hard!
Make sure the speaker has had a complete chance to
 You must choose to participate in the process of
make his or her point before you speak.
listening
If you don’t get the whole message, ask the speaker to
repeat what they said.
Why be a Good Listener?
2. Take your time to listen:
 To be recognized and remembered
 Don’t’ put obvious limitations on your listening time
 To feel valued
– the speaker will feel rushed.
 To feel appreciated
 To feel respected 3. Listen between the lines:
 To feel understood
 Don’t just listen to what is being said.
 To feel comfortable about a want or need
 Try to understand the attitudes, needs and motives
behind the words.

Purpose of Listening 4. Give your full attention:

 Listening builds stronger relationships:  Nodding or interjecting occasionally to clarify a

 It creates a desire to cooperate among people point lets the speaker know you are interested.
because they feel accepted and acknowledged.  If the speaker pauses briefly, don’t rush to fill the
 Listening leads to learning: silence.
 Openness encourages personal growth and  Use open-ended questions to encourage
learning elaboration.
 Listening is CRITICAL in conflict resolution:
5. Restate the message:
 Much conflict comes from the need to be heard.
 Successful resolution depends on being a non-  When you are sure that the speaker has finished,
anxious presence. restate the main points.
 Listening reduces stress and tension:  This is a good organizing strategy for you.
 It minimizes confusion and misunderstanding,  It also gives the speaker assurance that the message
eliminating related stress and tension. has been received.

6. Listen for ideas as well as Facts:

Effective Communication in the Workplace Handout v1
 A good listener makes an effort to understand what
the facts add up to.

7. Don’t monopolize:

 Resist the urge to dominate a situation or to feel

that you know everything about the situation.
 Be open to new ideas and allow the speaker to have
his or her say.

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