COMMUNICATION WITHIN AN ORGANIZATION

What is communication?
Communication refers to the systematic dissemination of information within an
organization. Persons within an organization can receive information through:

1. Formal Structure or Relationships or groups

2. Informal Structure or Relations or groups

Definition of Terms:

1. Formal Structure or Relationship is concerned with the relationship between

authorities and subordinates. Roles are clearly defined and official lines of
communication are clearly stated in which those in authority spell out the
objectives of each department.

2. Informal Structure or Relationship is concerned with personal relations and

interaction among social or project groups. It is often referred to as ‘The Grape
Vine’ in which employees obtain information through interaction at lunch or
break etc.

STRATEGIES FOR EFFECTIVE COMMUNICATION

NB: In order for effective communication to take place there must not be any
‘Noise’ within the communication process.

‘Noise’ refers to any element that interferes with the interpretation of the message by
the receiver.

Examples of ‘noise’ in communication

1. Incorrect or Wrong Communication Method/Channel

2. Background Noise or Music
3. Handwriting not legible
4. Ambiguous words: *ambiguous – not clear
5. Tone of Message
 THE COMMUNICATION PROCESS

The Communication process is the steps taken to successfully convey information.

Components of the Communication Process

(a) The sender – he or she encodes a message. *encodes – put into a particular
form that can be sent

(b) Channel – the sender selects a channel. *channel – the manner in which the
message is sent

(c) The receiver – he or she decodes the message. *decodes- interpret

Diagram to show the communication Process

Types of Management Communication

Management can communicate with subordinates by two means:

1. Downward Communication

2. Upward Communication

Explanation of Terms:

I. Downward Communication occurs when information is sent from

management to the subordinates.

Downward Communication is mostly used to:

(a) Inform employees or subordinates of the company’s proposals and policies

(b) To keep subordinates updated with Business’ progress

Methods of Downward Communication:

1. Oral – word of mount through Public Address/P A Systems, Intercom or meetings etc.

2. Written – in ‘black and white’ using letters, memoranda (Memo), notice

boards, reports etch.

II. Upward Communication refers to the sending of information from the lower
levels of the hierarchy (subordinates) to the upper levels (authority).

Upward Communication is mostly used to:

(a) Make suggestions

(b) Issue complaints

(c) Relay specific information

Methods of Upward Communication:

1. Direct – communicated by the sender verbally – face to face, talking or one-

on-one with the manger

2. Indirect – receiving information using other means than the sender.

For example Suggestion Boxes, Questionnaires, Surveys etc.

Other strategies for effective communication in an organization

✔ Create an open communication environment – encourage employees to share

their ideas, interests and criticisms.

✔ Include subordinates in decision making

✔ Use a variety of channels to convey messages

✔ Be a good listener

✔ Manage communication problems effectively

 Benefits of effective communication
- Helps to build strong relationships with employees
- Company is able to measure its success rate
- The company can deliver a healthy work environment for employees
- Teamwork can lead to increase productivity
- Greater productivity can result in greater sales and profits.

CONFLICTS WITHIN AN ORGANIZATION

Conflict in workplace or an organizational conflict refers to friction or disagreement
between individuals or groups working together.

Sources or causes of conflicts

a. Poor working conditions
– Poor ventilation,
- need for protective clothing etc.

b. Unfair treatment of workers

- Unfair dismissal
- Discrimination
- Exploitation etc.

c. Wages and fringe benefits (an extra benefit supplementing an employee's

salary, Eg. a company car, subsidized meals, health insurance, etc.)
- Nonpayment of allowances
- Underpayment

d. Division of responsibility
e. Differences in interests, needs and values.

CONFLICT RESOLUTION STRATEGIES

*Industrial Conflict: is a type of conflict that surfaces when the expectation of the organization’s
employees differs from those of its management. For example: management might try to reduce
costs by reducing the percentage increase in wages.

In cases where workers organize themselves collectively to deal with such conflicts they do so
through the Trade Union.

NB: The process of negotiations (on wages, salaries, hours, and working conditions) between the
Union representative and management or employer is called Collective bargaining. It is a give
and take process in which trade unions negotiate with employers on behalf of workers to arrive at
a mutually acceptable arrangement.

A Trade Union is an organization of persons employed in an industry who have joined together
in order to improve their wages, salaries or working conditions.

ROLE OF THE TRADE UNION IN CONFLICT RESOLUTION

1. To ensure better wages, salaries and working conditions
2. To protect workers against disciplinary actions
3. To deal with grievances in accordance with the Grievance procedure.

Grievance Procedure
What is a grievance?
A grievance is a complaint of a worker.

What is a grievance procedure?

A grievance procedure is the set of steps which employees can use to solve any problems or
complaints that may arise. It helps the employees to get their issues or concerns addressed by the
proper authority. The procedure usually involves union representatives, the aggrieved employee and
members of the employers’ management team.

Grievance procedures may differ from organization to organization depending on various collective
bargaining agreements.
Reasons workers have or make complaints
a. Treated unfairly

b. Health and safety threatened

c. Violation of contract or agreement

Sample Grievance procedure

STEP 1: The employee discusses the matter with his or her supervisor. The supervisor and a union
rep may review the complaint and determine if the complaint is valid. If valid, they try to resolve the
grievance.

If not dealt with satisfactorily

STEP 2: The employee discusses the matter with the head of department or shop steward.
NB: The Shop steward is a person elected by workers to represent them in dealings with
management.

STEP 3: The employee along with the union delegate will discuss the matter with top
management/higher level manager.
If not dealt with satisfactorily

STEP 4: The Union official will seek conciliation or mediation from the Ministry of Labour.

NB: i. Conciliation is an Alternative Dispute Resolution (ADR) process whereby parties use a
conciliator who meets with both parties separately and together and try to reach an agreement. It is
headed by a neutral party called a conciliator. The conciliator drives the negotiations towards a
settlement that is agreeable to both the affected parties. In this process the conciliator creates the
terms of agreement.

ii. Mediation is similar to conciliation; parties have a discussion with a neutral third party or mediator
who assists parties to negotiate a settlement. Eg. of mediator – The Ministry of Labour. The mediator
helps identify the reasons of conflicts, clarify misunderstandings, find solutions and negotiate
settlements. The decision reach by the mediator is not binding. Although mediator sounds similar to
the conciliator there is a difference between the two; while a conciliator is asked by the conflicting
parties to provide a settlement proprosal, a mediator is not supposed to make such proposals.

In conciliation and mediation, the conciliator and mediator can make suggestions, but parties are
not obligated to take as solution.

If grievance still exits

STEP 5: The matter is sent to arbitration.

NB: Arbitration is the hearing and determining of a dispute between parties by a person chosen by
them. That person is called the arbitrator. The decision of the arbitrator is binding. (Parties must
accept the decision) E.g. of arbitrator – Judge. The arbitrator reviews the evidence and arrives at a
decision that is binding on all parties involved in the conflict.

STRATEGIES USED BY EMPLOYEES TO GAIN UPPER HAND IN CONFLICT / FORMS

OF INDUSTRIAL ACTIONSs
1. Strike: do not go to work (last resort) / employees refuse to go to work as a mark of protest against
their employer.

2. Sick – out: to take sick days off regularly / refrain from working by stating sickness as a cause.

3. Work-to-rule: continue to do job and no extra duties

4. Go slow: work at an extremely slower pace than normal

5. Picketing: marching and chanting in front of building or streets

6. Overtime ban: refusing to work outside of the regular hours

7. Red arm band: a form of protest involving a red band worn on the arm.

METHODS USED BY EMPLOYERS TO GAIN UPPER HAND DURING CONFLICT

a. Union Bursting – preventing the formation of trade union or not allowing workers to join trade
unions

b. Lockout – refusing workers to enter into the business or temporary closure

c. Scab Labour – replacing workers while others are on strike.
d. Suspension of workers: employees who participates in industrial actions may be suspended by
management for violating organizational policies.
e. Dismissal: a process by which an employer terminates the employment of an employee. This can
be done if employment contracts are breached.

OTHER GENERAL GUIDELINES TO ESTABLISH GOOD RELATIONS BETWEEN

MANAGERS AND EMPLOYEES
1. Practice good communication with workers

2. Improve working conditions

3. Motivate workers

4. Practice good or fair leadership

5. Use financial and non-financial methods or other incentives

6. Establish grievance procedures

7. Encourage team work

TEAMWORK
What is teamwork?
Teamwork is co-operation between groups of people working on a task. (Espirit de corps)
Benefits or Advantages
a. Improves working relationship among workers

b. Promotes creativity

c. Increases communication

d. Motivates workers

e. Passes on skills and knowledge during interaction

f. Increases productivity

g. Satisfies social need of workers

Disadvantages
a. Conflicts may arise

b. Compatibility issues: a worker may not be team player and rather work alone

c. Free – riding: unequal participation; some do not ‘pull their weight’

d. Longer decision making

e. Can result in decrease performance