The document discusses communication in the workplace. It defines communication as the process of sending and receiving messages through various channels. Effective communication provides clear and concise information while barriers include distractions, overload, and deception. Formal communication flows through organizational hierarchies while informal communication spreads through unofficial networks known as "the grapevine." The document outlines factors influencing workplace communication and models for the communication process.

1. Communication in the
Workplace
Chapter: One

2. Communication
Behavior in Organizations, p.289

3. 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

4. Features of Effective Communication
 Provide practical information
 Give facts rather than impressions
 Clarify and condense information
 State precise responsibilities
 Persuade others
 Offer recommendations

5. Barriers to Effective Communication
 Distractions
 Information overload
 Perceptual differences
 Language differences
 Restrictive environments
 Deceptive tactics

6. Communication Barriers
Perception
and Language
Perception
and Language
•Selective perception
•Shared meanings
•Selective perception
•Shared meanings
Restrictive
Environments
Restrictive
Environments
•Information flow
•Leadership style
•Information flow
•Leadership style
DeceptionDeception
•Illegal messages
•Unethical messages
•Illegal messages
•Unethical messages
DistractionsDistractions
•Physical discomfort
•Emotional issues
•Physical discomfort
•Emotional issues
OverloadOverload
•Business messages
•Technology issues
•Business messages
•Technology issues

7. Main Forms of
Communication in Business
 Operational
 Internal
 External
 Personal
Intranets (or portals) like this one
from Deere & Company are used
for internal communication.

8. Internal Communication
Official StructureOfficial Structure
Formal ChainFormal Chain
of Commandof Command
Up, Down, AcrossUp, Down, Across
Formal Power LinesFormal Power Lines
The GrapevineThe Grapevine
InformalInformal
NetworkingNetworking
Unofficial LinesUnofficial Lines
of Powerof Power

9. External Communication
Formal ContactsFormal Contacts
MarketingMarketing
Public RelationsPublic Relations
Informal ContactsInformal Contacts
EmployeesEmployees
ManagersManagers

10. 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”.

11. 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

12. 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

13. Department
Manager
Supervisor Supervisor
Black Solid Lines = Formal Network
Brown Dashed Lines = Informal Network (at a moment in time, for they change often)
The Formal and Informal Communication Networks
in a Division of a Small Manufacturing Company

14. Factors Affecting the
Communication in a Business
 Nature of the business
 Operating plan
 Business environment
 Geographic dispersion
 People
 Company culture

15. 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

16. The Contexts for Communication
 The larger context
 Business-economic
 Sociocultural
 Historical
 The relationship of the communicators
 The communicators’ particular contexts
 Organizational
 Professional
 Personal

17. Business Communication Process

18. Shared Experience
Little shared
experience
Average amount of
shared experience
Large amount of
shared experience
Meanings dissimilar Meanings similar Meanings very similar
High degree of
understanding
Average degree of
understanding
Misunderstanding

19. Basic Communication Model
SourceSource
Company,
individual
MessageMessage
Brand messages
ChannelChannel
Newspaper, mail,
magazine, e-mail,
TV, radio,
package,
salesperson,
customer service,
Internet
ReceiverReceiver
Customer, client
FeedbackFeedback
Request information, acceptance, rejection
NoiseNoise
Message conflict and inconsistency
Encoding Decoding

20. Business Communication as
Problem Solving
 Most business-communication problems
are ill-defined problems requiring
 Analysis
 Creativity
 Judgment

21. 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.