Lecture 1
Organizational Communication
Internal
communication
External
communication
13-1
Introduction
Planning, organizing, leading, and controlling
all involve communicative activity
The glue that holds organizations together
13-2
The Importance of Communication
Communication
helps organizations
Accomplish individual and
organizational goals
Implement and respond to
organizational change
Coordinate activities
Engage in virtually all
organizational relevant
behaviors
13-3
The Importance of Communication
Communication
breakdowns are
pervasive
Ineffective communication =
ineffective organizations
Informal remarks are distorted
Kidding leads to anger
Problems arise
when
Directives are misunderstood
13-4
The Importance of Communication
Communication itself is unavoidable in a
functioning organization
Only effective communication is avoidable
Everything one does communicates something,
in some way, to somebody
The only question is, With what effect?
13-5
The Communication Process
13-6
How Communication Works
Effective communication
Common understanding between
a communicator and a receiver
Verbal or nonverbal common symbols are used
to convey information
In an organizational, internal information
flows
Vertically
Horizontally
Diagonally
13-7
Communicating Within Organizations
Downward Communication
Flows from higher levels in the hierarchy to
those in the lower levels
Includes job instructions, memos, policy
statements, procedures, manuals, company
publications
Often incomplete, inadequate, and
inaccurate
13-8
Communicating Within Organizations
Upward Communication
Communicator is at lower level than receiver
Includes suggestion boxes, group meetings,
and appeal or grievance procedures
13-9
Functions of Upward Communication
Provides managers feedback about problems,
organizational issues, day-to-day operations
Is managements primary source of feedback
Relieves employee tension by allowing lowerlevel organization members to share relevant
information with superiors
Encourages employees participation and
involvement, thereby enhancing
organizational cohesiveness
13-10
Horizontal Communication
Necessary for coordination and integration
of diverse organizational functions
Often necessary for coordination
Can provide social need satisfaction
Facilitation often left to individual managers
13-11
Communicating Within Organizations
Least-used channel
of communication
Diagonal
Communication
Important where members
cannot communicate effectively
through other channels
Sometimes the most efficient
communication method, in terms
Of time and money
13-12
Organizational Communication
External Communication
13-13
Communicating Within Organizations
Communicating Externally
Present products, services, positive image
Attract employees
Gain attention
Typically used for
Public relations
Advertising
Promoting
Customer/client/patient surveys
13-14
Information Richness
The amount of information that can be
transmitted or communicated effectively
Face-to-face interactions are high in richness
A general email to employees is low in richness
A medium with high richness
Likely to result in common understanding
Real time communication permits instant
feedback
13-15
Common Communication Media
13-16
How Technology Affects Communication
Internet/Intranet/E
Internet/Intranet/E
xtranet
xtranet
Email,Messaging
Messaging
Email,
SmartPhones
Phones
Smart
Videoconference
Videoconference
SocialNetworks
Networks
Social
VoiceMail
Mail
Voice
Teleconference
Teleconference
eMeeting/
eMeeting/
Collaboration
Collaboration
13-17
Intranet Versus Extranet
Intranet
Private, protected
electronic
communication
system within an
organization
Extranet
Connects employees
with individuals
external to the
organization
Used to
communicate
proprietary and
organizationspecific information
13-18
Improving Communication in Organizations
To become a better communicator
Strive to be understood
Strive to understand
13-19
Techniques to Improve Communications
Regulating
Regulating
informationflow
flow
information
Utilizing
Utilizing
feedback
feedback
Empathy
Empathy
Repetition
Repetition
Encouraging
Encouraging
mutualtrust
trust
mutual
Effectivetiming
timing
Effective
Simplifying
Simplifying
language
language
Usingthe
the
Using
grapevine
grapevine
Followingup
up
Following
13-20
Promoting Ethical Communications
Kreps principles for internal organizational
communications
Do not intentionally deceive another
Do not purposely harm an organization member
Treat organizational members justly
13-21
