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Organizational Communication: Internal Communication External Communication

This document discusses organizational communication and provides an overview of key concepts. It covers internal communication within an organization, including downward, upward, horizontal, diagonal communication and how technology affects communication. It also discusses external communication and improving communication through techniques like regulating information flow, utilizing feedback, and promoting ethical communications. The overall purpose is to explain how communication works in organizations and its importance.

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FarhanJaved
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140 views21 pages

Organizational Communication: Internal Communication External Communication

This document discusses organizational communication and provides an overview of key concepts. It covers internal communication within an organization, including downward, upward, horizontal, diagonal communication and how technology affects communication. It also discusses external communication and improving communication through techniques like regulating information flow, utilizing feedback, and promoting ethical communications. The overall purpose is to explain how communication works in organizations and its importance.

Uploaded by

FarhanJaved
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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Lecture 1

Organizational Communication
Internal

communication

External

communication

13-1

Introduction

Planning, organizing, leading, and controlling


all involve communicative activity

The glue that holds organizations together


13-2

The Importance of Communication

Communication
helps organizations

Accomplish individual and


organizational goals
Implement and respond to
organizational change
Coordinate activities
Engage in virtually all
organizational relevant
behaviors
13-3

The Importance of Communication

Communication
breakdowns are
pervasive

Ineffective communication =
ineffective organizations
Informal remarks are distorted
Kidding leads to anger

Problems arise
when

Directives are misunderstood

13-4

The Importance of Communication

Communication itself is unavoidable in a


functioning organization

Only effective communication is avoidable

Everything one does communicates something,


in some way, to somebody

The only question is, With what effect?


13-5

The Communication Process

13-6

How Communication Works

Effective communication

Common understanding between


a communicator and a receiver
Verbal or nonverbal common symbols are used
to convey information

In an organizational, internal information


flows

Vertically
Horizontally
Diagonally
13-7

Communicating Within Organizations


Downward Communication
Flows from higher levels in the hierarchy to
those in the lower levels
Includes job instructions, memos, policy
statements, procedures, manuals, company
publications
Often incomplete, inadequate, and
inaccurate
13-8

Communicating Within Organizations

Upward Communication

Communicator is at lower level than receiver

Includes suggestion boxes, group meetings,


and appeal or grievance procedures
13-9

Functions of Upward Communication

Provides managers feedback about problems,


organizational issues, day-to-day operations

Is managements primary source of feedback

Relieves employee tension by allowing lowerlevel organization members to share relevant


information with superiors

Encourages employees participation and


involvement, thereby enhancing
organizational cohesiveness
13-10

Horizontal Communication

Necessary for coordination and integration


of diverse organizational functions
Often necessary for coordination
Can provide social need satisfaction
Facilitation often left to individual managers
13-11

Communicating Within Organizations


Least-used channel
of communication
Diagonal
Communication

Important where members


cannot communicate effectively
through other channels
Sometimes the most efficient
communication method, in terms
Of time and money
13-12

Organizational Communication

External Communication

13-13

Communicating Within Organizations

Communicating Externally

Present products, services, positive image

Attract employees

Gain attention

Typically used for

Public relations

Advertising

Promoting

Customer/client/patient surveys
13-14

Information Richness

The amount of information that can be


transmitted or communicated effectively

Face-to-face interactions are high in richness


A general email to employees is low in richness

A medium with high richness

Likely to result in common understanding


Real time communication permits instant
feedback

13-15

Common Communication Media

13-16

How Technology Affects Communication

Internet/Intranet/E
Internet/Intranet/E
xtranet
xtranet

Email,Messaging
Messaging
Email,

SmartPhones
Phones
Smart
Videoconference
Videoconference

SocialNetworks
Networks
Social

VoiceMail
Mail
Voice

Teleconference
Teleconference

eMeeting/
eMeeting/
Collaboration
Collaboration
13-17

Intranet Versus Extranet

Intranet
Private, protected
electronic
communication
system within an
organization

Extranet
Connects employees
with individuals
external to the
organization

Used to
communicate
proprietary and
organizationspecific information

13-18

Improving Communication in Organizations

To become a better communicator

Strive to be understood

Strive to understand
13-19

Techniques to Improve Communications

Regulating
Regulating
informationflow
flow
information

Utilizing
Utilizing
feedback
feedback

Empathy
Empathy

Repetition
Repetition

Encouraging
Encouraging
mutualtrust
trust
mutual

Effectivetiming
timing
Effective

Simplifying
Simplifying
language
language

Usingthe
the
Using
grapevine
grapevine

Followingup
up
Following

13-20

Promoting Ethical Communications

Kreps principles for internal organizational


communications

Do not intentionally deceive another

Do not purposely harm an organization member

Treat organizational members justly

13-21

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