It is a ppt for importance of organizational communication.

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Organizational Communication

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Think of a situation in which you and another
person did not communicate effectively. Describe
what happened. Why you think the
miscommunication took place?

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Types of Organizational
Communication
• Upward
• Downward
• Business
• Informal
• Interpersonal

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Organizational Communication
Upward Communication
• Serial communication
– MUM effect
– open-door policy
• Attitude surveys
• Focus groups
• Exit interviews
• Suggestion boxes
• Third party facilitators
– Liaison
– Ombudsperson

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Organizational Communication
Downward Communication
• Bulletin boards
– Non-work related
• Policy manuals
– Policy manual & handbook
• Newsletters
• Morale
– Good or new news
• Intranets

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Organizational Communication
Business Communication
• Memos-detailed info to large
number of people
• Telephone calls-only when
message is short; conference calls
• Email
• Voice mail
• Business meetings
• Office Design

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Email Etiquette
• Include a greeting
• Included a detailed subject line
• Don’t write in all caps
• Delete unnecessary information when forwarding
email
• Avoid grammar and spelling mistakes
• Don’t spend company time on personal email
• Allow ample time for a person to respond

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Voice Mail Etiquette
• Speak slowly
• Give your name at the beginning of the message
and then repeat it at the end
• Spell your name
• Leave your phone number
• Indicate good times for the person to return your
call
• Don’t ramble
• Don’t include information you don’t want others to
hear

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Free form work
station
Bull pen work
design
Free standing
work design
Uniform
Plan

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Office Design
• Designs
– Open (landscaped) offices
• bullpen design
• uniform design
– Cubicles
– Private offices
• Research on open designs
– decreased satisfaction
– increased socialization
– decreased costs

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Organizational Communication
Informal Communication
• Grapevine
– single-strand grapevine
– gossip grapevine
– probability grapevine
– cluster grapevine
• Gossip & Rumor
– Poorly Substantiated
information about people
• Isolates (less info)&
Deadenders (heard most
of it)

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Single Strand
JONES Smith Brown Tinker Evers
Grapevine Patterns
Gossip Strand
Tinker
Brown Evers Frey
Smith Chance Martin
Austin
JONES

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Probability
Brown Alston Evers Chance Frey
Martin
Smith JONES Tinker
Cluster Brown
Smith Frey Alston Martin
Tinker Evers Chance
JONES

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Interpersonal Communication
• The exchange of a message across a
communication channel from one person to
another
• Three problem areas
– Intended message versus message sent
– Message sent versus message received
– Message received versus message interpreted

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Encodes
Message
Sends
Message
Receives
Message
Decodes
Message
Sender Receiver
What I want
to say
What I say I hear
her say
I think
she means

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Problem Area I: Intended
Message Versus Message Sent
• Think about what you
want to communicate
• Practice what you want to
communicate
• Learn better
communication skills

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Problem Area II: Message Sent
Versus Message Received
1. Actual words used
2. Communication channel
3. Noise
4. Nonverbal cues
5. Paralanguage
6. Artifacts
7. Amount of information

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Actual Words Used
• The word “fine”
– to describe jewelry
– to describe the weather
– to describe food
• The applicant was a:
– female
– girl
– babe
– woman

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Use concrete words and ask how the other
person might interpret your message
• Avoid such words as:
– as soon as possible
– I’ll be back soon
– I’ll be out for a while
• Why not be specific?
– Avoid confrontation
– “test the water”
– Avoid being the bad guy
(MUM effect)

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Gender Differences in Communication
(Tannen, 1986 & 1990)
• Men
– Talk about major events
– Tell the main point
– Are more direct
– Use “uh-huh” to agree
– Are comfortable with
silence
– Concentrate on the words
spoken
– Sidetrack unpleasant topics
• Women
– Talk about daily life
– Provide details
– Are more indirect
– Use “uh-huh” to listen
– Are less comfortable with
silence
– Concentrate on nonverbal
cues and paralanguage
– Focus on unpleasant topics

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Communication Channels
• Oral
– in-person
– word-of-mouth
– answering machine
• Nonverbal
• Written
– personal letter/memo
– general letter/memo
– email

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Noise
• Actual noise
• Appropriateness of the channel
• Bias
• Feelings about the person
communicating
• Mood
• Perceived motives

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Nonverbal Cues
• Are ambiguous
• Those that aren’t, are called
emblems
• Gender and cultural
differences are common
• Nonverbal cues are thought
to be 80% of the message
received

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Body Language
– Eye contact
– Interruptions
– Raising/lowering head
– Touching
– Lie-pursing lips, raising chin,
fidget and nervouness

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Use of Space
• Intimacy zone
– 0 to 18 inches
– close relationships
• Personal distance zone
– 18 inches to 4 feet
– friends and acquaintances
• Social distance zone
– 4 to 12 feet
– business contacts and strangers
• Public distance zone
– 12 to 25 feet

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Use of Time
• Being late/Tardy
• Leaving a meeting early
• Setting aside time for a
meeting
• Multi-tasking (working
while talking)

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Basic Assumptions About
Nonverbal Cues & Paralanguage
• People are different in their
use of nonverbal cues and
paralanguage
• Standard differences among
people reveal information
about the person
• Changes in a person’s style
reveal new messages

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Paralanguage
• Rate of speech
• Tone
• Tempo
• Loudness/Volume
• Intonation
• Amount of talking
• Voice pitch
• Pauses

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The Importance of Inflection
• I did not say Bill stole your car.
• I did not say Bill store your car.
• I did not say Bill stole your car.
• I did not say Bill stole your car.
• I did not say Bill stole your car.
• I did not say Bill stole your car.
• I did not say Bill stole your car.

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Artifacts
• Our office
– décor
– desk placement
– messy
• What we wear
– clothing
– accessories
– hair styles
– tattoos
• The car we drive
• The house we live in

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The Amount of Information
When we have too much
information, we tend to:
• Assimilate (information
modifies to fit existing beliefs)
• Sharpen (interesting element
of the message is kept)
• Level (unimportant details are
removed)

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The Amount of Information
Reactions to Information Overload
• Omission
• Error
• Queuing
• Escape
• Use of a gatekeeper
• Use of multiple channels

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Problem Area III: Message Received
Versus Message Interpreted
• Listening Skills
(45%)
• Listening Style
• Emotional State
• Cognitive Ability
• Bias

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The Importance of Listening
• 70% of a manager’s job is
spent communicating
• Of that time
– 9% is spent writing
– 16% is spent reading
– 30% is spent speaking
– 45% is spent listening

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Listening Styles
(Geier & Downey, 1980)
• Leisure (words that indicate
pleasure)
• Inclusive (main ideas)
• Stylistic (way in which it is
presented)
• Technical (factual info vs meaning)
• Empathic (non-verbal cues)
• Nonconforming (nonconsistent with
way of thinking)

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Other Factors
• Emotional State
– Anger
– Fear
– Anxiety
– Excitement
– Love
• Bias
• Cognitive Ability
• Drugs and Alcohol

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Tips: Listening Skills
1. Stop talking
2. Let people finish
3. Focus on what person is saying
4. Ask questions to understand factual information
5. Be patient and have an open mind
6. Use non-verbal cues such as eye contact and
nodding head
7. Resist distractions
8. Pause after the person has finished talking

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Written Communication Skills
1. Improving writing
2. Making material easier to read

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Writing is easiest to read when it:
• Has short sentences
• Uses simple rather
than complicated
words
• Uses common rather
than unusual words
• Spelling errors
• 12th grade reading
level

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Reading
• No college education:
12th grade reading
level
• Various reading
indexes are available

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Comparison of Readability Scales
Readability Index
Method Fry Flesch FOG Dale-Chall
Average number of syllables
per word
X X
Average sentence length X X
Average number of words
per sentence
X
Average number of 3-
syllable words
X
Number of unusual words X