Chapter 1

Communication in the
Workplace
Chapter: One
Session: Two
Communication
Behavior in Organizations, p.289

What is Communication?
Communication is the process of sending

and receiving a message.
This include (but not limited to) –
 Exchanging an e-mail
 Sending a letter
 Giving a formal presentation
 Chatting with the co-workers
Features of Effective Communication
 Provide practical information

 Give facts rather than impressions
 Clarify and condense information
 State precise responsibilities
 Persuade others
 Offer recommendations
Barriers to Effective Communication
 Distractions
 Information overload
 Perceptual differences
 Language differences
 Restrictive environments
 Deceptive tactics
Communication Barriers
Perception Restrictive
and Language Environments
•Selective perception •Information flow

•Shared meanings •Leadership style
Distractions Overload Deception
•Physical discomfort •Business messages •Illegal messages

•Emotional issues •Technology issues •Unethical messages
Main Forms of
Communication in Business
 Operational
 Internal
 External
 Personal
Intranets (or portals) like this one

from Deere & Company are used
for internal communication.
Internal Communication
Official Structure The Grapevine
Formal Chain Informal

of Command Networking
Up, Down, Across Unofficial Lines

Formal Power Lines of Power
External Communication
Formal Contacts Informal Contacts
Marketing Employees
Public Relations Managers

Communication Networks
Formal communication represents a network, in

which ideas and information flow along the lines of
command (the hierarchical levels) in an
organization.
Informal communication is a network where two

or more individuals (i.e. employees) are in contact
that does not maintain formal hierarchy of an
organization.
It is also termed as “Grapevine”.
Communication Networks
 Formal Network
 Well-established, usually along operational
lines
 Depends on certain established forms or
“genres” in the company
 Planned and managed
 Informal Network
 Complex
 Dynamic
Grapevine
 A secret means of spreading or

receiving information
 The informal transmission of (unofficial)
information, gossip or rumor from
person-to-person -> "to hear about
s.th. through the grapevine"
 A rumor: unfounded report; hearsay
The Formal and Informal Communication Networks
in a Division of a Small Manufacturing Company
Department
Manager
Supervisor Supervisor
Black Solid Lines = Formal Network

Brown Dashed Lines = Informal Network (at a moment in time, for they change often)
Factors Affecting the
Communication in a Business
 Nature of the business

 Operating plan
 Business environment
 Geographic dispersion
 People
 Company culture
The Communication Process
 Sensing a communication need

 Defining the situation
 Considering possible communication
strategies
 Selecting a course of action
 Composing the message
 Sending the message
The Contexts for Communication
 The larger context
 Business-economic
 Sociocultural
 Historical
 The relationship of the communicators
 The communicators’ particular contexts
 Organizational
 Professional
 Personal
Business Communication Process
Shared Experience
Little shared Average amount of Large amount of

experience shared experience shared experience
Meanings dissimilar Meanings similar Meanings very similar
Misunderstanding Average degree of High degree of

understanding understanding
Basic Communication Model
Encoding Noise Decoding

Message conflict and inconsistency
Channel
Newspaper, mail,
Source Message magazine, e-mail, Receiver
Company, Brand messages TV, radio, Customer, client
individual package,
salesperson,
customer service,
Internet
Feedback
Request information, acceptance, rejection
Business Communication as
Problem Solving
 Most business-communication problems

are ill-defined problems requiring
 Analysis
 Creativity
 Judgment
Some Basic Truths about
Communication
 Meaning is in the mind, and no two
minds are alike.
 The symbols for communicating are
imperfect, and so are our best
communication efforts.
 Communication is about information and
relationships.

Chapter 1

Uploaded by

Copyright:

Available Formats

Chapter 1

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Chapter 1

Uploaded by

Copyright:

Available Formats

Communication in the

Behavior in Organizations, p.289

Communication is the process of sending

 Provide practical information

•Selective perception •Information flow

Distractions Overload Deception

•Physical discomfort •Business messages •Illegal messages

Intranets (or portals) like this one

Official Structure The Grapevine

Formal Chain Informal

Up, Down, Across Unofficial Lines

Formal Contacts Informal Contacts

Public Relations Managers

Formal communication represents a network, in

Informal communication is a network where two

 A secret means of spreading or

Black Solid Lines = Formal Network

 Nature of the business

 Sensing a communication need

Little shared Average amount of Large amount of

Meanings dissimilar Meanings similar Meanings very similar

Misunderstanding Average degree of High degree of

Encoding Noise Decoding

 Most business-communication problems

You might also like