Communicatin

Chapter Twelve
Communication in
Organizations
Copyright 2005 Houghton Mifflin Company. All rights reserved. PowerPoint Presentation by Charlie Cook.
Chapter
Chapter Outline
Outline
Communication and the Managers Job
A Definition of Communication
Characteristics of Useful Information
The Communication Process
Forms of Communication in Organizations

Interpersonal Communication
Communication in Networks and Work Teams
Organizational Communication
Electronic Communication
Information Systems
Personal Electronic Technology
Copyright 2005 by Houghton Mifflin
Company. All rights reserved.
122
Chapter
Chapter Outline
Outline (contd)
(contd)
Informal Communication in Organizations
The Grapevine
Management by Wandering Around
Nonverbal Communication
Managing Organizational Communication

Barriers to Communication
Improving Communication Effectiveness

123
Learning
Learning Objectives
Objectives
After studying this chapter, you should be able to:
Describe the role and importance of communication in
the managers job.
Describe the role of electronic communication in
organizations.
Identify the basic forms of communication in
organizations.
Discuss informal communication, including its various
forms and types.
Describe how the communication process can be
managed to recognize and overcome barriers.
124
Communication
Communication and
and the
the Managers
Managers Job
Job
Communication
The process of transmitting information from one
person to another.
Effective Communication
The process of sending a
message in such a way that the
message received is as close in
meaning as possible to the
message intended.

125
Characteristics
Characteristics of
of Useful
Useful Information
Information
Accurate
A valid and reliable reflection of reality
Timely
Available in time for appropriate managerial action
Complete
A complete and undistorted picture of reality
Relevant
Content which meets the needs and circumstances of
the user

126
Figure
Figure 12.1
12.1
The
The Communication
Communication Process
Process

127
The
The Communication
Communication Process
Process (contd)
(contd)
Steps in the Communication Process
Deciding to transmit a fact, idea, opinion, or other
information to the receiver.
Encoding the meaning into a form appropriate to the
situation.
Transmitting through the appropriate
channel or medium.
Decoding the message back into
a form that has meaning to the
receiver.
Noise is anything disrupting the
communication process.
128
Interpersonal
Interpersonal Communication
Communication
Form
Advantages
Disadvantages
Oral
1. Promotes feedback
and interchange
1. May suffer from

inaccuracies
2. Is easy to use
2. Leaves no permanent
record
1. Tends to be more
accurate
1. Inhibits feedback and

exchange
2. Provides a record of
communication
2. Is more difficult and time

consuming
Written

129
Interpersonal
Interpersonal Communication:
Communication: Oral
Oral
Communication
Communication
Face-to-face conversations, group discussions,
telephone calls, and other situations in which the spoken
work is used to express meaning.
Advantages of oral communication
Promotes prompt feedback and interchange in the form of verbal
questions and responses.
Is easy to use and can be done with little preparation.
Disadvantages of oral communication

Suffers from problems with inaccuracy in meaning and details.
Leaves no time for thought and consideration and no permanent
record of what was said.

1210
Interpersonal
Communication: Written
Written
Communication
Communication
Memos, letters, reports, notes, email, and other
methods in which the written word is used to
transmit meaning.
Advantages of written communication
Is accurate and leaves a permanent record
of the exchange.
Leaves for thought and consideration,
can be referenced.
Is easy to use and can be done with
little preparation.
1211
Interpersonal
Communication: Written
Written
Communication
Communication
Disadvantages of written communication
Inhibits feedback and interchange due to burden of
the process of preparing a physical document.
Considerable delay can occur in
clarifying message meanings.

1212
Forms
Forms of
of Communication
Communication in
in Organizations
Organizations
Choosing the Right Form
The situation determines the most appropriate
medium
Oral communication and e-mail is preferred for personal,
nonroutine, or high priority communications.
Formal written communication (e.g., memos, letters, reports,
and notes) are used for messages that are impersonal,
routine, and lower priority.

1213
Forms
Forms of
of Communication
Communication in
in Organizations
Organizations
(contd)
(contd)
Communication in Networks and Teams
Communication networkthe pattern through which
the members of a group or team communicate.
Research suggests:
When the groups task is simple and routine, centralized
networks perform with the greatest efficiency and accuracy.
When the groups task is complex and nonroutine,
decentralized networks with open communications that foster
interaction and exchange of relevant information tend to be
most effective.

1214
Figure
Figure 12.2
12.2
Types
Types of
of Communication
Communication Networks
Networks

1215
Organizational
Communication
Vertical Communication
Communication that flows up and down the
organization, usually along formal reporting lines.
Takes place between managers and subordinates and may
involve several levels of the organization.
Upward communication
Consists of messages from subordinates to superiors and is
more subject to distortion.
Downward communication
Occurs when information flows down the hierarchy from
superiors to subordinates.

1216
Organizational
Communication (contd)
(contd)
Horizontal Communication
Communication that flows laterally within the
organization; involves persons at the same level of the
organization.
Facilitates coordination among independent units.
Useful in joint problem solving.
Plays a major role in communications among members of
work teams drawn from different departments.

1217
Figure
Figure 12.3
12.3
Formal
Formal Communication
Communication in
in Organizations
Organizations

1218
Information
Information Systems
Systems
Transaction Processing System (TPS)
A system designed to handle routine and recurring
transactions.
Management Information System (MIS)

Supports an organizations managers by providing
daily reports, schedules, plans, and budgets.
Decision Support System (DSS)

An interactive system that automatically searches for,
manipulates, and summarizes information needed by
managers for specific decisions.
1219
Information
Information Systems
Systems (contd)
(contd)
Executive Information Systems (EIS)
A quick-reference, easy-access application of
information systems specially designed for instant
access by upper-level managers.
Artificial Intelligence (AI) and Expert Systems

Information systems designed to imitate the thought
process of human experts; are capable of learning.
Intranet and Extranets

Firewall-protected private networks for internal
company use by employees that become extranets
when selected outsiders (e.g., suppliers and
customers) are given limited access.
1220
Electronic
Electronic Communication:
Communication: Personal
Personal
Electronic
Electronic Technology
Technology
Technological advances have created
opportunities for quickly disseminating and
contacting others in the organization.
Fax machines, cellular telephones, copiers, personal
computers, and personal digital assistants (PDAs)
Corporate intranets and the Internet

have made possible teleconferences
and the rapid retrieval of information
from all corners of the globe.
Technology also creates opportunities
for dysfunctional employee behaviors.

1221
Electronic
Electronic Communication:
Communication: Personal
Personal
Electronic
Electronic Technology
Technology (contd)
(contd)
Telecommuting allows people to work at home
and transmit their work to the company by
means of a telephone and a modem.
Disadvantages are the lack of face-to-face contact,
strong personal relationships, falling behind
professionally, and losing out in organizational politics.

1222
Informal
Informal Communication
Communication in
in Organizations
Organizations
May or may not follow official reporting
relationships and/or prescribed organizational
channels
May have nothing to do with official
organizational business.
Promote a strong culture
and enhance employee
understanding of how
the organization works.
1223
Figure
Figure 12.4
12.4
Informal
Communication in
in Organizations
Organizations

1224
Figure
Figure 12.5
12.5
Common
Common Grapevine
Grapevine Chains
Chains Found
Found in
in
Organizations
Organizations
Grapevine
An informal communication network that can
permeate an organization. Types of grapevines are:

Source: From Keith Davis and

John W. Newstrom, Human
Behavior at Work:
Organizational Behavior,
Eighth Edition, Copyright
1989 by McGraw-Hill.
Reprinted by permission of the
McGraw-Hill Companies.
1225
Informal
Communication in
in Organizations
Organizations
(contd)
(contd)
Management by Wandering Around
Managers keep in touch with whats going on by
wandering around and talking to people on all levels in
the organization.
Informal Communications
Informal exchanges among
employees that take place
outside the normal work
setting.
1226
Nonverbal
Communication
Any communication exchange that does not use
words, or uses words to carry more meaning
than the strict definition of the words
themselves.
Much of the content of a message
may be transmitted by facial
expression alone; other
message content is derived
from inflection and tone of
the voice. Only a small portion
of the message content is due to
the words in the message.
Words in
the message
7%
Inflection
and tone
38%
Facial
expression
55%
1227
Nonverbal
Communication (contd)
(contd)
Kinds of nonverbal communication practiced by
managers:
Imagesthe kinds of words people elect to use to
give emphasis and effect to what they say.
Settingsboundaries, familiarity, home turf (e.g.,
office location, size, and furnishings) are symbols of
power and influence how people choose to
communicate in organizations.
Body languagehow people of different cultures and
backgrounds physically position themselves and react
to the stance and body movements of others has a
strong influence on communications between
individuals.
1228
Table
Table 12.1
12.1
Barriers
Barriers to
to Effective
Effective Communication
Communication

1229
Table
Table 12.2
12.2
Managing
Managing Organizational
Communication

1230
Figure
Figure 12.6
12.6
More
More and
and Less
Less Effective
Effective Listening
Listening Skills
Skills

1231

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Chapter Twelve

Forms of Communication in Organizations

Managing Organizational Communication

Copyright 2005 by Houghton Mifflin

Copyright 2005 by Houghton Mifflin

Copyright 2005 by Houghton Mifflin

Copyright 2005 by Houghton Mifflin

1. May suffer from

1. Inhibits feedback and

2. Is more difficult and time

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Disadvantages of oral communication

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Management Information System (MIS)

Decision Support System (DSS)

Artificial Intelligence (AI) and Expert Systems

Intranet and Extranets

Corporate intranets and the Internet

Copyright 2005 by Houghton Mifflin

Copyright 2005 by Houghton Mifflin

Copyright 2005 by Houghton Mifflin

Copyright 2005 by Houghton Mifflin

Source: From Keith Davis and

Copyright 2005 by Houghton Mifflin

Copyright 2005 by Houghton Mifflin

Copyright 2005 by Houghton Mifflin

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