CHAPTER 9

COMMUNICATION


MUJAHID BIN KADIR
MOHAMAD NURHADI BIN CHE MAT
QUESTION 1

Two primary formal communication
channels namely vertical and horizontal are
commonly used in many organization to
enhance the communication process. Discuss
the formal communication channels and
identify any three causes of communication
barriers.

Formal communication channels
Formal communication is defined as
communication that follows the official chain of
command or is required to do ones job.
(Stephen P. Robbins & Mary Coulter, 2005)
Formal communication is recognized as
official. Formal communication can be
characterized by their flow
Formal Communication is the easiest way to
communicate in the workplace, because it's all
predefined by the organizational structure.
The organizational chart lays out the reporting
structure, lines of authority and channels of
communication.
The typical organizational structure looks like a
pyramid, at the top you find the big boss, the position
that hold the greatest authority, power and
responsibility over the rest of the organization.
There are three communication channel in
formal communication.
Downward communication
Upward communication
Horizontal communication


Communication that flows from a higher level
in an organization to a lower level is a
downward communication.
In other words, communication from superiors
to subordinates in a chain of command is a
downward communication.


Communication that flows to a higher level
in an organization is called upward
communication. It provides feedback on
how well the organization is functioning.
The subordinates use upward
communication to convey their problems
and performances to their superiors.


Communication that takes place at same levels of
hierarchy in an organization is called lateral
communication, such as communication between
peers, between managers at same levels or between
any horizontally equivalent organizational member.
Can be categorized into :
Lateral communication
Diagonal communication
HORIZONTAL COMMUNICATION
Defined as communication that takes place
among any employees on the same
organizational level.
Often takes place between departments in
order to save time and facilitate coordination.
Cross-functional teams rely heavily on of this
form of communication.

Lateral Communication

Communication that cuts across work areas and
organizational level.
Take place between different departments and
different organizational level.

Diagonal Communication



Filtering
It refers to an alteration of information to make it interesting,
positive and acceptable to the receiver.

Selective perception
Selective hearing communications based on ones needs,
motivations, experience, or other personal characteristic.

Information overload
Individuals can experience information overload when they
are asked to handle too much information at one time.


QUESTION 2
Explain the following communication term:
i. Grapevine
ii. Formal communication
iii. Technology communication
iv. Nonverbal communication
v. Noise
Grapevine
Informal method of transmitting information
depicted as the wandering message throughout
the organization in all directions irrespective
levels and it can be call a rumors.
There many ways grapevine can be spread like
gossip, single strand, cluster and probability.
Formal communication
Chain of command and recognized as
official.
There four types formal communication
in managements it is direction of flow.


Technology communication

Using technology as a medium of
communication.
This type communication can speed
message delivery and less time consuming.

Nonverbal communication
It been used together with verbal
communication.
There various nonverbal communications
it is body motion for gestures, facial
expressions and eye behavior.

Noise
o Related to any factors interferes, confuse, or disturb.
o In organization many things can made the noise
example in a office where many people talking to
another made any order from the managers do not
been hear clearly.


QUESTION 3


a. Briefly explain the formal communication
channels and spontaneous communication
channels

Downward communication

Defined as messages sent from individuals at
higher levels of the organization to those at
lower level
Any communication that flows downward from
a manager to employees




Upward communication is beneficial to both
the supervisor and the subordinates
Important because it provide information to
problems, feelings of employees, ideas
To subordinates, upward communication is a
channel to release tension


Defined as the flow of information that occurs
both within and between departments
Involves exchange of information between
members of different departments or between
co-workers in the same department
Defined as communication that takes place
among any employees on the same
organizational level.
Often takes place between departments in
order to save time and facilitate coordination.
Cross-functional teams rely heavily on of this
form of communication.

Lateral Communication

Communication that cuts across work areas and
organizational level.
Take place between different departments and
different organizational level.

Diagonal Communication

b. Describe the different type of formal and
spontaneous communication channels in an
organization.

Formal communication channel

Spontaneous communication channel
Communication takes place through the
formal channels of the organization
structure along the lines of authority
established by the management.

Such communication are generally in
writing and may take any of the forms;
policy, manuals , official meetings, reports,
etc.
Communication arising out of all those
channels of communication that fall
outside the formal channels.

Built around the social relationship of
member of the organization.

Does not flow lines of authority as is the
case of formal communication.

Arises due to the personel needs of the
members of an organization.
c. Based on your answer in (b), explain any two
problems that might arise from these channels
of communication
Formal communication channel

1. Time consuming
This type of communication follows the scalar
chain of authority and so is a slow flow moving
process.
2. Lack of personal touch
Formal communication is mostly conveyed in
an impersonal manner. Personal warmth and
involvement may be lacking.

Informal communication

1. Unreliability
Informal communication is generally
unreliable.
2. Distortion
Information communicated through the
grapevine may get distorted.

QUESTION 4

Briefly explain any four (4) types of nonverbal
communication and give appropriate examples.

1. Kinesics behavior or body motion
When a manager trying to communicate to his subordinate,
not just the message must be crucial component but the
body himself is the important thing to emphasize the
additional content in that message to be more lively or
confident.
2. Physical characteristic
Physical characteristic such as body shape, physique,
posture, height and weight to a manager is important aspect
as an image to an organization.

3. Paralanguage
Voice quality, speech rate, pitch and laughing is a
type of paralanguage that must to apply by a
manager to communicate to his subordinates.
4. Time
If a manager being late during a meeting and keeps
his subordinates waiting will making them nervous
and/or angry.




b. Discuss five (5) barriers to effective
communication.

1. Poor listening
People spend a lot of time communicating with one another
and yet, many individuals are poor listeners.

2. Semantic problem
The usage of words can be a barrier to effective
communication.
3. Emotions
Emotions is associated with persons feeling of love,
anger, hate, jealousy, fear, defensiveness, embarrassment,
and enthusiasm.






4. Noise
Noise relates to any factor that interferes, confuse or
disturb the messages from reaching the receiver in the
way it is intended.

5. Language characteristics
Many words or phrases are imprecise

QUESTION 5
a. Discuss the primary reason why managers
communicate.


Motivate
Motivational communication serves the function
influencing the behavior of organizational members.
Inform
Managers communicate in order to inform about facts
and data used for decision making.



Control
Communication also seems a control function.
Communications that controls serves the purpose of
creating order in an organization, so that multiples
goals and tasks can be pursued.

Communicate
Managers communicate to satisfy social needs.
It fulfills social needs relating to the emotional and task
oriented interaction that occur in every organization.




b. Communication barriers interfere with
organizational excellence. Explain five (5)
sources of communication barriers.






1. Filtering
It refers to an alteration of information to make
it interesting, positive and acceptable to the
receiver.

2. Credibility of the sender
This means how trustworthy the sender or the
source of message.





3. Emotions
Emotions is associated with persons feeling of
love, anger, hate, jealousy, fear, defensiveness,
embarrassment, and enthusiasm.

4. Noise
Noise relates to any factor that interferes, confuse or
disturb the messages from reaching the receiver in
the way it is intended.





5. Inconsistent verbal and non-verbal
communication
A person conveying a message is always said to be
effective when the speaks face to face.
But the messages conveyed are strongly influenced by
his non-verbal actions such as body movement and
gesture.