Module 6 services the customer want, what products or

Communication services suppliers are providing, and many others.

Learning Objectives:
 Understand why communication is important in The Communication Process
organization and discuss the influences on Communication is a two-way process in which a
effective communicating communication sender reaches a receiver with a message. There is
encoding and decoding. a need for people in organizations to have
 Describe grapevine communication its knowledge of the communication process, and it is
advantages and disadvantages the first step to make it effective. There are six
components of an effective communication. They
Communication is a requirement for survival and are the following:
growth not only of people but also organizations. In
the past, nations rose and fell depending on their The Sender – a communication source or sender is
ability to communicate effectively. History is a person who makes the attempt to send a
replete with stories of individuals who became message which could be spoken, written, in sign
successful because of their effective management language, or nonverbal to
of communication.
1. another person or a group of persons. The
What is Communication? degree of attention the message will receive
Communication may be defined as the transfer of will depend on the perceived authority and
information including feelings, and ideas, from one experience of a sender.
person to another. The goal of communication is to 2. The Message – the message is a purpose or
have the receiver understand the message as it was an idea to be conveyed in a communication
intended. The transfer process, however, is event. The message is the actual physical
affected by a number of factors that either help or product as a result of encoding. Thus, when
hinder the message. speaking, the speech is the message; when
writing, the written document is the
The Importance of Communication message; when making gestures, the
Without communication, organizations cannot movements of the arms and the
exist. It is through communication that the expressions on faces are the message.
individual members of the organization will know
important concerns such as: How the message is received is influenced
by the following factors:
1. What their organizations is a. Clarity of the message
2. What objectives their organization wants to b. Alertness of the receiver
achieve c. Complexity and length of the
3. What their roles are in achieving the message
organization’s objectives d. How the information is organized
4. How they will achieve those objectives
5. Who the individual members of the A message written or spoken in a language
organization are nobody understands will not pass the criteria
for clarity. Of course, the message will not
Communication is essential for the coordination of be received properly.
business. It must be made effective, if the
organization is to be effective. An effective The message has two components:
communication system provides management with  The thought or conceptual
answers to questions related to what motivates its component of the message – this is
workers to perform effectively, what products or
 contained in the words, ideas, experiences, cultural influences, and his
symbols, and concepts chosen to individual needs.
relay the message 5. The Feedback – refers to the process of
 The feeling or emotional communicating how one feels about
component of the message – this is something another person has done or said.
contained in the intensity, force, It is difficult to know whether the message
demeanor, and sometimes the was received and understood without
gesture of the communicator or feedback. A feedback provides a clue to the
sender. This second component sender of information whether the message
enriches and clarifies the message he sent was received as intended.
and its effect is to give the message 6. The Environment – refers to the
its full meaning. circumstances in which messages are
transmitted and received. In an
3. The Channel – is the medium through environment of trust and confidence,
which the message travels. It consists of messages are easily transmitted even if
various types which are follows: these messages are controversial. The
 Face-to-face advantage of this type of environment is
 Telephone and cell phones that management is provided with the
 E-mail opportunity to address a problem before it
 Written memos and letters develops into a full-blown concern.
 Posted notices 7. The Noise – refers to anything that disrupts
 Bulletins communication, including the attitude and
emotions of the receiver. Noise includes
Communication channels may be classified loud music, the feeling about a sick relative,
also as (1) formal and (2) informal. The children playing in the background, and
communication of policies, procedures, and many others.
other official announcements properly belong
to the formal channel because it is the one
recognized as authoritative. Informal Basic Methods of Interpersonal Communication
channels do not follow the chain of People in organizations transfer meaning between
command. Because this is so, people can get in and among each other using any or all of the three
contact with each other at a faster pace. basic methods which consist of the following:

The grapevine is a type of informal channel 1. Verbal communication – is a major means

that transfer information through networks of of sending messages. It includes one-on-one
meetings, speeches, grapevine, telephone,
friendships and acquaintances. Grapevines have
departmental or interdepartmental
the advantage of being able to meetings, presentation, and the like.
transmit information quickly and efficiently. The
Verbal communication is the appropriate
disadvantage is that it can transmit incorrect or
method if the sender:
untimely information.
 Wants to appear informal
4. The Receiver – the person receiving a  Wants to invite suggestions and
message is the receiver. He must interpret ideas which are more likely to spark
and understand the message. In doing so, off a discussion
however, he will be influenced by factors  Is explaining something complex and
like his age, gender, beliefs, past people might need to ask for
clarification as he goes along
  Has important news to impact, such  A friendly and informal atmosphere
as retrenchment is needed
 Needs to be very diplomatic and  The message is very important
feels he will be more effective face-  The message is confidential
to-face than in writing  The information may be upsetting to
 Has something highly confidential to the receiver
say and putting it in writing is risky
3. Nonverbal Communication –
Verbal communication is not appropriate communication that takes place through
when the sender: facial expressions, body movements, eye
contact, and other physical gesture is
 Wants to maintain formality or referred to as nonverbal communication.
distance from the other person or a This type of communication reveals what
group of people the sender really mean or thinking.
 Wants a permanent record of what
has been said
 Needs a receiver’s comments to be Commonly Accepted Interpretations of Various
in writing for legal reasons Forms of Body Language
 Ants to avoid further discussion of
the subject by signaling that the A. Facial Expressions
matter is closed  Frown- Displeasure, unhappiness
2. Written Communication – include memos,  Smile- Friendliness, happiness
notice-boards, and letters to staff, emails,  Raised Eyebrows- Disbelief, amazement
faxes, internal newspaper, and instant  Narrowed eyes, pursed lips- anger
messaging.
B. EYE CONTACT
The advantages of written communication
 GLANCING- Interest
are the following:
 It is formal and authoritative  Steady- active listening, interest, seduction
 It provides a permanent record of
what have been said C. GESTURE
 It provides a document useful for  Pointing finger- authority, displeasure,
legal purposes lecturing
 A number of people will receive  Folded arms-Not open to change, preparing
exactly the same information to speak
 It is useful in communicating  Arms at side- Open to suggestions, relaxed
something complicated  Hand uplifted outward- Hand uplifted
 It is sometimes quicker outward
 It avoids a lengthy discussion
 Words can be chosen carefully
BODY GESTURE
 Fidgeting, doodling- Boredom
Written communication is not appropriate
 Hands on hips- Anger, defensiveness
when:
 Shrugging shoulders- Indifference
 The receiver needs to ask question
or seek clarification  Squared stance of shoulders- Problem
 More discussion is needed before solving, concerned, listening
facts are established  Biting lips, shifting, jingling money-
Nervousness
 Barriers to Communication both, there are people who find it
There are times when the receiver is not extremely difficult to talk with others face-
able to properly receive or understand the to-face or even carry a telephone
message as intended by the sender. This is conversation.
due to a variety of barriers that may impede
the communication effort. These barriers 7. Absence of Feedback – feedback in an
consist of the following: essential component of effective
communication, when feedback is received
1. Filtering – refers to the manipulation of by the sender, he can make some
information so that is will be seen more clarification if he thinks the receiver did not
favorably by the receiver. Telling what the clearly understand what the sender means.
boss wants to hear is filtering. The absence of feedback does not provide
the sender the opportunity to correct
2. Selective Perception – receivers selectively misimpressions about the message sent.
see and hear messages based on their Also, without feedback, the sender will not
needs, motivations, experience, know if the message was received at all.
background, and other personal
characteristics. For instance, a person who 8. Physical Separation – refers to
has limited exposure to recruitment will interferences to effective communication
find it difficult to actively listen to a lecture occurring in the environment where the
on current hiring practices. communication is undertaken. These are
actually physical barriers which include the
3. Information Overload – refers to the following:
condition in which information inflow  Distances between people
exceeds an individual’s processing capacity.  Walls
When this happens, the person is no longer  An office that is not conducive to
able to understand clearly whatever communication
information is sent to him.  An intimidating person posted near the
door
4. Emotions – the receiver’s feelings affect his  Wrong timing
ability to understand any message sent to
him. He cannot receive a message as clearly 9. Lack of Credibility of the Sender –
as when he is not angry, excited, or afraid. depending on the credibility of the sender,
For instance, when a person is stricken with messages can get through the channel to
grief, it cannot be expected that he will be the receiver. If the sender has low
able to absorb the details of a project credibility, the message, even if it gets
presented to him. through, will likely be ignored. This is a type
of barrier that should be overcome by
5. Language – words do not always mean the leaders of organizations.
same thing to different people. This poses a
barrier to communication. Although the Kinds of Communication Flow
words “lavatory:, “john”, nad “restroom”
mean the same, the word comfort room or The flow of communication in organization takes
CR is the one more readily understood by different directions. It consists of the following:
many Filipinos.
1. Downward communication
6. Communication Apprehension – refers to  Refers to message flows from higher
the undue tension and anxiety about oral levels to lower levels.
communication, written communication, or
 a. Memos
Their purpose are b. Telephone or cp
a. To give instructions c. Picnic
b. To provide information about d. Dinners and other social affairs
policies and procedures
c. To give feedback about
performances
d. To indoctrinate or motivate

The various techniques used in

downward communication are: Reference/s:
a. Letters, meetings, and the Human Behavior in Organization by: Roberto G.
telephone or cp Medina, Ph.D
https://www.iedunote.com/grapevine
b. Manuals
c. Handbooks
d. Newsletter

2. Upward Communication
 Refers to messages from persons in
lower level positions to persons in
higher positions. Its purpose are:
a. To provide feedback to higher-
ups
b. To inform higher-ups of progress
towards goals
c. To relay current problems

Techniques:
a. Performance report
b. Suggestion systems
c. Informal gripe sessions
d. Open-door policy
e. Exit interviews

3. Horizontal Communication
 Refers to messages sent to
individual or groups from another of
the same organizational level or
position.

Its purpose:
a. To coordinate activities between
departments
b. To persuade others at the same
level of organization
c. To pass on information about
activities or feelings

Techniques: