BBPP 1103

6 COMMUNICATION IN ORGANIZATIONS

Chapter

Introduction

Communication :
Is used to provide information to be used in making decision Is used to influence employees to achieve organizational goals Is used to coordinate employees and tasks

Reasons for managers to communicate:

Motivate Control Inform Provides facts and data Social needs

Definition of communication

a process of transferring information and knowledge from one individual or party to another using meaningful symbols.

Communication process (refer to page 250)

1.information sender

Message source

2.encode

Sender translate information to a series of symbols

3.message

Verbal, written, sign language

4.channel

Method of delivery
Receiver translate the message to give meaning Person who receive message Reaction of the receiver towards message Interference (internally or externally)

5.decoding

6.receiver

7.feedback

8.disruption or noise

Types of communication

Formal

Vertical

Downward (to inform, instruct, etc)

From upper level to lower level of hierarchy From lower level to upper level of hierarchy

Upward (to give opinion, report, suggestion, feedback)

Ideally, organization structures must allow for both upward and downward communication.

Horizontal flow of message among members working in the same level Diagonal flow of message between parties from different hierarchies or departments

Informal

Grapevine (can be defined as rumors) Does not emphasis power and rank

Non-verbal communication

Kinesics
Does not use word Body language and facial expressions

Paralanguage

Non-verbal communication involving tone, pitch, intonation, volume and speech patterns (silence/halts)

Communication barriers

Selected perception

Tendency of finding out and receiving information consistent with our values, beliefs and desire but

reject information not consistent with them Related to the differences in personality, psychology, experience or stimuli

Disruption

Noisy environment Might result in wrong perception

Emotions

Anger, love, jealousy, fear, worry, etc can influence the delivery and acceptance of the message Will influence message decoding

Communication skill

From both sides (sender and receiver)

Suspicion

Reliability of the receiver towards the sender is influenced by several factors experience, closeness (r/ship), education level, expertise)

Overcoming communication barriers

Controlling the flow of information

Identify and give priority To ensure message understood accurately Used language easily understood

Encouraging feedback

Language used

Active listening Controlling negative emotions

Negative emotions can alter or afflict message

To emphasize important part of particular message

Using non-verbal signs

Using the grapevine as a communication channel

Grapevine difficult to be removed in any organization

ADIOS
NAMASTEE