Topic 8

Communication in Organisations

CCM 1204 - Organisational Behaviour

Certificate Course on Management Leading to Fulfill the Third Efficiency Bar

Examination for the Officers in Grade 1 of Sri Lanka Technological Services -
2024
Department of Business Administration Communication is a very basic
Faculty of Management Studies and Commerce
University of Sri Jayewardenepura
activity for human beings
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Contents
 Definition
 Functions/Importance of communication
 Communication process
 Effective communication
 Forms and types of communication
 Barriers to effective communication
 Modern communication with Technology

Communication in Organizations

Manager in an organization
What is communication?
 78% of the activities
managers do is
Communication

 Out of that 90% is verbal

Communication

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 Communication- Definitions Three important characteristics
 The transfer and understanding of meaning.
(Robbins,2012) Communication involves
 Communication is the process by which information is
exchanged and understood by two or more people, usually
People
with the intent to motivate or influence behavior.
(Daft.,2012). Shared meaning
 The process of transmitting information from one person to
another. Media
(Griffin,2012).

Functions/Importance of Communication
Process of Communication
 Informational role

 Controlling Role

 Motivational Role

 Coordinating Role

 Emotional Role (changing ideas and emotions)

Process of Communication Communication Terms

Symbolic Interaction Model
• Communication
– The transfer and understanding of a message between two
Idea Message Reception Behaviour or more people.
• Sender
– Establishes a message, encodes the message, and chooses
Encoding Media Decoding Understanding
the channel to send it.
Sender Transmission Receiver • Receiver
– Decodes the message and provides feedback to the
sender.
Noise

Feedback

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 Communication Terms Forms of Communication
• Encoding Verbal Communication
– Converting a message to symbolic form. Communication transmitted with words.
• Decoding • Spoken
– Interpreting a sender’s message. • Written

• Message
Non-Verbal Communication
– What is communicated.
Communication transmitted without words.
• Channel
• Body Language
– The medium through which a message travels.
• Verbal Intonation
Robbins & Coulter, 2012

Written Versus Verbal

Non-verbal Communication
Communications
Written Verbal Messages conveyed through body
 Tangible  Less secure movements, facial expressions, and the
 Verifiable  Known receipt physical distance between the sender and
 More permanent  Quicker response the receiver
 More precise  Consumes less time
 More care is taken  Quicker feedback
with the written
word

Sources of non-verbal communication

Body Language
•Facial expressions
 Body Language
•Postures
 Paralanguage
•Movements
 Interpersonal distance zone
•Gestures
 Color
 Dress •Eye contacts
 Physical environment •Touch
 Silence

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 Paralanguage

Voice Quality
Volume Organizational Communication
Speech rate
Pitch

Organizational Communication
Formal Vs Informal Communication
All the patterns, networks and systems of communication  Formal Communication refers to communication
within an organization that take place within prescribed organizational
work arrangements.
Important aspects of organizational Communication
 A means of communication that is endorsed, and
 Formal Vs Informal Communication probably controlled by managers.
 Direction of communication Flow
 Communication net works (Robbins,2012)

Formal Channels of Communication

Organizational Communication Superior
Direction of Communication
Written and verbal reports Written and verbal dissemination
• Downward of plans, policies, procedures,
– Communication that flows from one level of a group to a evaluations
lower level.
• Managers to employees
• Upward Written and verbal Written and verbal
Peers
Peers information for Manager information for
– Communication that flows to a higher level of a group. coordination coordination
• Employees to manager
• Lateral Written and verbal dissemination
– Communication among members of the same work group, of plans, policies, procedures,
Written and verbal reports
evaluations
or individuals at the same level.

Subordinates

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 Formal and Informal Communication
Organizational Communication Net Networks in an Organization
works
The vertical and horizontal flows of
communication can be combined into a
variety of patterns called communication
network.
 Formal Networks
 Informal networks (Grapevine)

Formal Communication Networks

Formal Vs Informal Networks
• Connections by which information flow.
– Formal Networks.
• Task-related communications that follow the
authority chain
– Informal Networks.(The Grapevine)
• Communications that flow along social and
relational lines

Channel Richness
Refers to the capability of the medium of communication to
Grapevine Patterns transmit information including the abilities to;

•Handle different cues simultaneously

Y E C
I
J
•Encourage feedback
D
H
•Focus personally on the receiver
K B
I
G
E-mail Face to
C G X Formal
Face
E I report
F
B
D Verbal
B F H
D J D
C K J
F
C
Low High
B
A A A A Channel Channel
Single Strand Gossip Probability Cluster Richness Richness
Each tells One tells all Each randomly Some tell
one another tells others selected others
Memos Telephones
Source: K. Davis and J. W. Newstrom, Human Behavior at Work: Organizational Behavior, 7th ed. (New York: McGraw-Hill, 1985), p. 317. Reprinted by permission. Letters

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 Barriers for effective Communication
Effective Communication ?
• From sender’s end Less credibility,
The effectiveness of communication is Lack of communication skills,
• From receiver’s end
measured by the degree of understanding Reluctance to communicate,
and an appropriate response that the Power differences,
recipient ultimately effect regarding the Individual differences
message intended by the sender. • Related to the message – Overload, Language
differences, Technical matters

• Related to the channel/ medium – Channel richness,

Technical issues
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Overcoming Barriers for Effective

Qualities of a good communication
Communication
• Develop good communication skills
• Simplicity
• Encourage two way communication
• Clarity
• Follow up • Completeness
• Awareness of the mode • Confidentiality
• Timeliness
• Maintain credibility
• Economy
• Be sensitive to receiver’s and sender’s perspective

• Understand the richness of the channel used

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Modern Communication Concerns

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