Chapter 14Communicating in Organizations

© 2015 YOLO Learning Solutions

Communication is the process through which information and meaning are transferred from one person to another.

In general, people communicate because they want to achieve a goal, satisfy a personal need, or improve their immediate position.

Real communication has not occurred until the person for whom a message is intended has both received and understood the information sent.

What Is Communication?

© 2015 YOLO Learning Solutions

Managers must communicate to perform their organizational roles and the functions of planning, organizing, leading, and controlling.

Communication is necessary for managers to convey their goals and visions to employees and to see if employees correctly understand, accept, and are achieving those goals and visions.

The Importance of Communication in the Business World

© 2015 YOLO Learning Solutions

The communication process can be thought of as a chain of identifiable links with the ultimate objective of influencing behaviors, attitudes, and beliefs.

It consists of a number of distinct components: A sender encodes a message that is sent across some channel to a receiver who decodes the message and sends a return message, called feedback, letting the sender know the message was received and how it was interpreted.

The Communication Process

© 2015 YOLO Learning Solutions

Many factors, called noise, can interfere with the process, including differences in educational level, experience, and culture, as well as various types of physical noise, such as machinery running or background talk.

Other factors that may influence the communication process include perception, the form and channel of communication used, and the state of communication within organizations.

The Communication Process (continued)

© 2015 YOLO Learning Solutions

© 2015 YOLO Learning Solutions

Major forms of communication are verbal, written, digital, nonverbal, and listening.

Various channels can be utilized for each form. Verbal communication may be face to face, over the

telephone, and even on two-way radios. Written channels include letters, memos, reports, and

email. Digital communication occurs when meanings and

symbols are transmitted through digital devices. This information can be either verbal or written.

Forms of Communication

© 2015 YOLO Learning Solutions

© 2015 YOLO Learning Solutions

Nonverbal communication consists of messages sent by actions or behaviors, rather than by spoken or written words.

Managers typically send two types of nonverbal communication:◦ The setting or the physical properties of the context in which

the message is sent ◦ Body language―The broad range of body motions and

behaviors, from facial expressions to the distance one person stands from another, that send messages to a receiver

Forms of Communication (continued)

© 2015 YOLO Learning Solutions

© 2015 YOLO Learning Solutions

Listening involves accurately receiving and understanding information.

Communication channels vary in richness and in their ability to handle multiple cues simultaneously, to encourage immediate feedback, and to focus personally on the receiver.

Face-to-face verbal communication is the richest medium because verbal, visual, and even other sensory cues can be used during communication.

Written channels are the least rich.

Forms of Communication (continued)

© 2015 YOLO Learning Solutions

© 2015 YOLO Learning Solutions

Perception, the process through which we receive, filter, organize, interpret, and attach meaning to information taken in from the environment, is an important behavioral component of the overall communication process.

Distortion occurs when there is deviation between the sent message and the received message.

Filtering or screening, often referred to as perceptual selection, involves choosing stimuli from the environment for further processing.

Perception and Distortion

© 2015 YOLO Learning Solutions

The process of organizing, interpreting, and attaching value to the selected stimuli is called perceptual organization.

One all-too-familiar form of perceptual organization is stereotyping, which occurs when we categorize people into certain groups based on an attribute such as race, sex, or education level and then make generalizations about them according to their group membership.

Perception and Distortion (continued)

© 2015 YOLO Learning Solutions

Formal Communication Formal channels of communication are intentionally

defined and designed by the organization. Formal communication may be upward, downward,

horizontal, and even diagonal:◦ Upward communication flows from lower to higher levels. ◦ Downward communication flows from upper to lower levels. ◦ Horizontal communication involves the exchange of information

among individuals on the same organizational level. ◦When individuals from different units and organizational levels

communicate, it is diagonal communication.

Communicating in Organizations

© 2015 YOLO Learning Solutions

© 2015 YOLO Learning Solutions

Informal communication channels are not deliberately designed and, therefore, do not abide by the formal organizational hierarchy or chain of command.

Informal communication channels are typically referred to as the grapevine, of which there are two types: ◦ In a gossip chain, one person spreads information to many

other people. ◦ A cluster chain involves one person or a selected few people

exchanging information with only a few others.

Informal Communication Channels

© 2015 YOLO Learning Solutions

The grapevine can serve dual purposes for a manager: ◦ The manager can receive accurate information from grapevine

sources.◦ The manager can use the grapevine to communicate

information to organizational members. Attempts to eliminate an organization’s grapevine are

useless. Another form of informal communication that has

evolved is “management by walking around,” in which managers informally interact and exchange information with employees by simply circulating around the office or plant on a regular basis.

Informal Communication Channels (continued)

© 2015 YOLO Learning Solutions

Within groups, individuals develop specific patterns of communication, depending on how centralized or decentralized the communication is.

In a wheel pattern, which is highly centralized, the messages flow only through a centralized person or “spoke.”

The Y pattern is a little less centralized in that two persons tend to be the focal points of communication processes.

In the decentralized network pattern, communication flows freely among all group members.

Communication in Groups and Teams

© 2015 YOLO Learning Solutions

© 2015 YOLO Learning Solutions

The nature and degree of task complexity play an important role in determining which communication pattern is more effective.

The centralized pattern seems to be more effective when group tasks are simple, routine, and require very little interdependency.

Tasks that are highly interdependent, nonroutine, and complex require a more decentralized group communication pattern.

Each pattern of group communication has unique benefits and drawbacks

Communication in Groups and Teams (continued)

© 2015 YOLO Learning Solutions

Women often appear to have a harder time negotiating and are more likely to avoid competition. They tend to rely more on their work to speak for itself.

Women also are more relationship-oriented and prefer to avoid the aura of superiority.

Male employees, on the other hand, have been characterized as overconfident, direct, and competitive. They are more likely to ask for what they want.

Men also are more comfortable appearing superior and in making decisions without consulting others.

Gender Differences in Communication

© 2015 YOLO Learning Solutions

Barriers to effective communication may be classified as personal, organizational, and environmental.

Personal Barriers Individual characteristics (personality, background,

basic beliefs and attitudes, and even mood) Semantics Inappropriate communication channels Inconsistent symbols and signals Credibility issues

Barriers to Effective Communication

© 2015 YOLO Learning Solutions

Organizational Barriers Power and status Goal and priority differences Organizational structure

Environmental Barriers Noise Information overload (having too much information to

process ) Physical barriers

Barriers to Effective Communication (continued)

© 2015 YOLO Learning Solutions

Overcoming Communication Barriers Techniques to overcome communication barriers

include:◦ Active listening◦ Providing more effective feedback◦ Being aware of cultural diversity◦Making appropriate channel choices◦ Structuring the organization for communication, such as

providing employees with proper communication training ◦ Improving interpersonal relationships

Barriers to Effective Communication (continued)

© 2015 YOLO Learning Solutions

© 2015 YOLO Learning Solutions