Business Communication and Organizational Behavior: Section 6: Communication in An Organization

1
Business communication and

Organizational Behavior
Section 6 : Communication in an organization
The 5th : 2019.11.8
Visiting Professor
Shinichiro Kawaguchi（Dr.)
Business communication and Organizational Behavior
＝ The contents ＝
Chapter 1： Business Communication

1. What means communication in organizations
2. Necessary communication skill in organizations
3. HoRenSo: Inform, Report, and Discuss
4. Organizational behavior and communication
◆Hint: communication in organizations is essential for smooth work progress
1. Communication in organizations
It means that bosses, colleagues, and subordinates mutually communicate information, about
knowledge, experience, problems, solutions, intention, emotion, regarding their work, and
understand mutually by sharing them.
 Communication related to work includes not only stakeholders in their company but also
business partners, banks, customers and other stakeholders.
2. Aims of communication in organizations Aims of communication in

 Construct good human relations organizations
・”greeting”, “conversation”, etc. Construct good human
 Information exchange and sharing relations
・”Ho: inform”, “Ren: report”, and “So: discuss”, etc.
 Approach to conversational partner Information exchange and
sharing
・”persuasion”, ”request”, and “instruction”, etc.
Approach to
conversational partner
◆Hint: There are two types of communication in organizations.
3. Types of communication in organizations

 “Verbal communication" with words”：” listen”, “Hear”, and “read”
 “Non-verbal communication without words”; “line of sight”, ”look”, “gesture”
For business communication in organizations, "Verbal communication and communication by
documents" is the effective means to accurately convey the work-related contents.
Communication style in organizations
Verbal expression" with words Non-verbal expression
” listen”, “Hear”, “line of sight”, ”look”,

and “read” “gesture”
◆Hint: There are two types of communication in organizations.
4. Functions of communication in organizations

➢ Functions of communication in organizations are:
- Motivational communication
- Emotional communication
- Information communication
◆ Motivational communication is a type of clarification method for employees to understand what
they have to do in the organization. Leaders must motivate their employees through clarifying their
role, responsibility and process of job execution.
◆ Emotional communication is a way to fulfill their social needs. Communication through emotional
expression occurs within social networks between employees. Employees feel that being part of a
group aids them in emotional expression, whatever that might be.
◆ Information communication aids leaders and employees in decision making. Leaders make large
and small decisions every day and they have to transmit the information to the employees in order to
maintain performance.
◆Hint: Important three elements of communication skill in organizations.
1. Important three elements of communication skill in organizations.

 Even if someone likes talking, his/her communication skill is not always high. If he or she
can not convey his or her opinions to their conversational partner logically and accurately,
we can not say that his or her communication skill is high.
 On the contrary, even if he or she is not good at speaking, those who can talk to
conversational partners with attentive attitudes, and assert their opinions clearly when
needed, we can say that his or her communication skill is high.
Necessary element of Communication skill in organizations is classified into the following
three.
・Mutual understanding Communication skill in organizations
・Cooperativeness
・Self-expression Mutual understanding
Cooperativeness
Self-expression
Total relation among communication skills in organizations
Cooperativeness Self-expression
Clear explanation
Respect Utilization of
Visual tools
Harmonization
Relation
among
communication
skills
Attentive listening
Information
conveyance
Interactive-
communication
Assertion
Consolidation
Mutual
understanding

can not convey his or her opinions to their conversational partner logicall and accurately,
three.
・Cooperativeness
・Self-expression Mutual understanding
Cooperativeness
Self-expression
◆Hint：Necessary capability and tangible action regarding mutual understanding?
2. Necessary skills for mutual understanding
Necessary skills for mutual understanding
Attentive listening
Interactive-communication
Consolidation
Information conveyance
Assertion
◆Hint：Necessary capability and tangible action regarding mutual understanding?
2. Necessary skills for mutual understanding
Category Necessary Tangible action

skills
Mutual Attentive ・Listen carefully to the opinion of conversational partner
understanding listening ・Understand accurately the claim of conversational partner
・Listen to opinions from the viewpoint of conversational partner
・Make proper questions, and let conversational partner easier to express
his or her opinions
Interactive- ・Accept the opinion of conversational partner
communication ・Do not deny different opinions
・Understand the conversational partner, and exchange opinions
Consolidation ・Consolidate the opinions of conversational partner, and summarize it by using 5W1H or
other tools
Information ・Timely, accurately convey necessary information for conversational partner
conveyance ・Change communication style (verbal, written, telephone, e-mail, etc.)
according to circumstances
Assertion ・Logically, clearly assert opinion
・Assert own opinion in a proper, clear way of expression according to circumstances

can not convey his or her opinions to their conversational partner logicall and accurately,
three.
・Cooperativeness
- Respect Mutual understanding
- Harmonization Cooperativeness
・Self-expression
Self-expression
2. Necessary communication skill in an organization
◆Hint: Necessary capability and tangible action regarding Cooperativeness & Self-expression.
2. Cooperativeness
Category Necessary skill Tangible action

Cooperative Respect your ・Respect the social and internal position of
-ness conversational conversational partner, and communicate with
partner appropriate expression
Harmonization ・Understand the current situation of the organization,
between build smooth human
organizational relations and act as a member of the organization
behavior and human ・Take action by considering the organization's rules
relations ・Against the hard to deal with - conventional partners,
build cooperative relationships harmoniously

can not convey his or her opinions to their conversational partner logical and accurately,
three.
・Cooperativeness
・Self-expression
- Clear explanation Self-expression
- Utilization of visual tools
2. Cooperativeness & Self-expression

Self- Clear explanation ・Explain own opinions in a logical and clear
expression expression
・Explain by changing the expression according to
the understanding level of conversational partner
・Prepare resume etc. in advance, and give
persuasive explanation
・Explain own opinions collectively within a given t
time

can not convey his or her opinions to their conversational partner logical and accurately,
three.
・Cooperativeness
・Self-expression
- Clear explanation Self-expression
- Utilization of visual tools
2. Cooperativeness & Self-expression

Self- Clear explanation
expression
Utilization of visual ・Explain persuasively not only using sentences,

tools but also using visual tools ( diagram, graph,
charts, table, etc.)
· Make use of videos, YouTube, etc.
Total relation among communication skills in organizations
Cooperativeness Self-expression
Clear explanation
Respect Utilization of
Visual tools
Harmonization
Relation
among
communication
skills
Attentive listening
Information
conveyance
Interactive-
communication
Assertion
Consolidation
Mutual
understanding
◆Hint:”Importance“ and ”Urgency“ are the KSF for effective" Ho/Ren/So" in organizations.
1. Principle of " Ho: Inform” /Ren: Report”/So: Discuss"

“Ho / Ren / So” on business in organizations is indispensable tools for organization
communication. It is necessary for effective “Ho / Ren / So” to consider “Importance” and
“Urgency”, by considering the organization structure (which shows the structure of role and
responsibility, instruction flow, etc. in organizations).
Considerable point
· Report information quickly
· Be actively done before requesting from superiors
· Choose the optimum way of "Ho/Ren/So" considering
"Importance” and “Urgency"
· Convey the fact accurately as it is
· Consider organization structure and chain of command
· Prepare reference materials when necessary
· Conclusion first and then explain in detail
KSF : "Importance and Urgency"

◆Hint: What means “Inform”, “Report”, and “Discuss” in organizations？
2. Inform, Report, and Discuss are the indispensable activities in organizations

When a subordinate receives an "instruction" from his / her superior, he / she is obligated
to take action of "Inform, Report, and Discuss” for avoiding any misunderstanding and the
difference of recognition. This is essential activity to do work/job effectively in
organizations.
Ho/Ren/So Considerable point
Inform ・In response to instructions from his/her subordinate, should report the
(Ho koku) progress and problems of the work/job promptly.
Report ・Report business information timely to his/her superior, colleagues, and
(Ren raku) subordinates according to the importance and urgency.
・The superior who receives the report should check periodically whether
necessary reply is being carried out.
Discuss ・When facing difficult problems, and/or suffering from how to proceed
(So dan) work/job effectively, seek advice and opinions from seniors and colleagues.
・In order to prevent the problem beforehand or solve it soon, it is effective to
consult as soon as possible.

organizations.
◆Hint: Necessary condition “Ho/Ren/So" are required within organizations ？
3. Various cases are considered for situations where "Ho/Ren/So" are required within
organizations. ( Ho: Inform )
“Ho/Ren/So" Case necessary for “Ho/Ren/So”
Ho: Inform · When work does not proceed as planned

· When there is a limit in the instructed method
· When an emergency occurs
· When multiple instructions overlap

organizations.
organizations. (Ren: Report)
Ho: Reporting · When work does not proceed as planned

Ren: Report · When going out and/or holidays
· When new information is obtained
· When receiving an urgent contact

organizations.
organizations. (So: Discuss)
Ho: Reporting · When work does not proceed as planned

Ren: Contacting · When going out and/or holidays
· When new information is obtained
· When receiving an urgent contact
So: Discuss · When job instruction is unclear
· When trouble with customers is likely to occur
· When suffering from human relationships in the workplace
· When goal attainment seems to be difficult
◆Hint: Consider TPO for effective "Ho / Ren / So" in organizations.
4. TPO (Time Place, and Occasion) for effective "Ho / Ren / So"
 When Informing, Reporting, and Discussing in organizations, it is important to consider
"TPO" in addition to “Importance” and “Urgency" of the contents to be conveyed.
TPO Considerable point Effective "Ho / Ren / So

Time · Good timing to speak now
· Sufficient time secured for speaker Time
Place ・Participation of related stakeholders
・Circumstances for free opinion-sharing
・Sufficient facility and equipment?
Occasion ・Relationship among participants Place Occasion
・Consideration of “Importance” and “Urgency”
 When showing fashion, behavior, and "words and deeds" that deviates from TPO, it occurs
a possibility to be recognized that "he or she is a person who does not have business
common sense“.
◆Hint: What is the framework of organizational behavior?
1. Comprehensive framework of organizational behavior

Elements of an Organizational Behavior are:
✓ Management’s Philosophy, Values, Vision, Mission, Goals
✓ Organizational Culture
✓ Formal & Informal Organization
✓ Social Environment
✓ Leadership
✓ Organizational communication
✓ Group Dynamics
✓ Quality of Work Life (QWL)
✓ Motivation
✓ Outcomes:
(1) Performance
(2) Employee satisfaction
(3) Personal growth and development
 Organizational communication is one of
the most important element of organizational
behavior.
◆Hint: What means organizational communication?
2. Definition of organizational communication

 Organizational communication is defined as the sending and receiving of messages
among interrelated individuals within a particular environment or setting to achieve
individual and common goals. Organizational communication is highly contextual and
culturally dependent. Individuals in organizations transmit messages through face-to face,
written, and mediated channels.
 Organizational communication is how organizations represent, present, and constitute
their organizational climate and culture—the attitudes, values and goals that characterize
the organization and its members.
 There are two ways of looking at organizational communication.
(1) The conventional approach focuses on communication within organizations.
(2) The second approach is communication as organization — meaning organizations are
a result of the communication of those within them.
 Organizational communication is not just about transmitting messages between senders
and receivers. It literally constitutes, or makes up, our social world.
◆Hint: There are four types of organizational communication in an organization.
2. Types of organizational communication

 There are four types of organizational communication such as:
(1) Formal and informal communication
(2) Directional communication
(3) Internal and external communication
(4) Oral and written communication
https://bizfluent.com/list-7613677-types-organizational-communication.html
◆Hint: Categorization from the perspectives of formal and informal.
2-1. Formal and informal Communication

➢ Formal communication
◆Business communication can be categorized by the level of formality that is used. Formal
communication generally has a specific organizational structure and a standardized and
carefully crafted message. The company ensures the communication flows through a
channel that caters to the audience.
➢ Informal Communication
◆Informal communication, also known as the grapevine, is free flowing and spontaneous.
This kind of communication takes place between employees one on one or in small groups.
It can also involve quick interactions between employees and customers or partners.
◆Unlike formal communication, which moves at a slower pace, informal communication is
more impulsive. This can lead to inaccurate or misinterpreted information. However, many
organizations favor informal communication over formal communication because it enables
employees to be more creative and self-driven.
◆Hint: Categorization from the perspectives of downward or upward direction.
2-2. Directional Communication

➢ Directional Communication: Downward
◆Basic forms of organizational business communication are also directional. This means that
information can flow downward, upward or horizontally.
◆Downward communication flows from managers and supervisors to front-line employees.
This kind of communication often involves instructions or tasks that employees need to
complete. It can also include organizational policy or performance appraisals.
➢ Directional Communication: Upward

◆The opposite of downward communication is upward communication, in which messages
flow from lower-level employees to superiors. This kind of communication can include
projects or materials that employees need to show their managers.
◆Employees can also provide feedback and suggestions to superiors about their jobs,
performance or company business. This kind of communication often provides upper
management with insight and data that is used to make important company decisions.
◆Hint: Categorization from the perspective of horizontal direction.
2-2. Directional Communication

➢ Directional Communication: Horizontal
◆Communication also flows horizontally through a business. This kind of communication
takes place between employees who are on the same level of the hierarchy. They can be in
the same department or in other areas of the company.
◆Much like informal communication, this kind of communication is quick and often
spontaneous. Most horizontal communication is verbal as opposed to written.
◆Hint: Categorization from the perspectives of internal and external.
2-3. Internal and external Communication

➢ Internal Communication
◆Internal communication takes place between members of the organization. It can be among
the entire company or in small groups of people, such as departments or project teams.
◆Formal internal communication is often in written form and includes performance appraisals,
company updates and sales performance.
◆This kind of information is generally only suited for employees and not external
stakeholders such as customers and partners.
➢ External Communication
◆External communication contains messages that are specifically for people outside of the
organization, like customers, prospects, partners, the media, competitors or regulating bodies
such as the government.
◆Businesses take time to carefully construct messaging that is for external audiences so that
the business is seen in a positive light. Most external communication is formal and
structured and sent through specific channels so that the audience receives the message.
◆Hint: Categorization from the perspectives of oral and written.
2-4. Internal and external Communication

➢ Oral Communication
◆Basic forms of organizational business communication can be either oral or written. Oral
communication can take place between two people, within small groups of people or even
among the entire company, such as at an annual meeting.
◆While oral communication may seem more informal, it can often be structured and prepared.
➢ Written Communication
◆Written communication is an essential part of running a business.
◆They may also take part in creating contracts and financial documents. This kind of business
communication is formal and often requires subject matter experts, such as lawyers and
accountants.
◆Not all written communication in business is formal. Day-to-day communication between
employees, such as horizontal communication, can be informal. Colleagues may write each
other quick emails to ask a question.
Exercise
Explain the content of each types of organizational communication logically.
(1) Formal and informal communication
(2) Directional communication
(3) Internal and external communication
(4) Oral and written communication

◆Hint: What is the framework of organizational communication system?
3. Framework of organizational communication system

 For realizing effective organizational communication, to design organizational communication
system is indispensable. The framework of organizational communication system is as follows:
◆Hint: What are the benefits of organizational communication?
4. Benefit of organizational communication

 Organizational communication helps us to:
1) Accomplish tasks relating to specific roles and responsibilities of sales, services, and production
in an organization.
2) Adapt to changes through individual and organizational creativity and reform.
3) Complete tasks through the maintenance of policy, procedures, or regulations that support daily
and continuous operations.
4) Develop relationships where “human messages are directed at people within the organization-their
attitudes, morale, satisfaction, and fulfillment”.
5) Coordinate, plan, and control the operations of the
organization through management.
◆Hint: There are variety of topics regarding the modern organization communication.
5. Topics of modern organizational communication

Modern organizational communication research has been summarized into eight major topics as
follows:
1) Communication channels,
2) Communication climate,
3) Network analysis,
4) Superior-subordinate communication,
5) the information-processing perspective,
6) the rhetorical perspective,
7) the cultural perspective, and
8) the political perspective (Putnam and Cheney; Kim).
 Since the 1980s, this specialization has expanded to include work on organizational culture, power
and conflict management, and organizational rhetoric.
 Recent typical topics of organizational communication are organizational socialization,
interviewing, giving individual and group presentations, creating positive work relationships,
performance evaluation, conflict resolution, stress management, decision making, and
communicating with external publics.
◆Hint: There are variety of topics regarding the modern organization communication.
5. Topics of modern organizational communication

Since the 1980s, this specialization has expanded to include work on organizational
culture, power and conflict management, and organizational rhetoric.
 Recent typical topics of organizational communication are:

- Organizational socialization
- Interviewing
- Giving individual and group presentations
- Creating positive work relationships
- Performance evaluation
- Conflict resolution
- Stress management
- Decision making
- Communicating with external publics.
Review
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4. Reporting, contacting, and consultation
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5. Correspondence when receiving instructions from superiors
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6. Effective communication by superior
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1

Business communication and

The 5th : 2019.11.8

Section 5 : Communication in an organization

2. Aims of communication in organizations Aims of communication in

3. Types of communication in organizations

Communication style in organizations

Verbal expression" with words Non-verbal expression

” listen”, “Hear”, “line of sight”, ”look”,

4. Functions of communication in organizations

1. Important three elements of communication skill in organizations.

1. Important three elements of communication skill in organizations.

2. Necessary skills for mutual understanding

Necessary skills for mutual understanding

Category Necessary Tangible action

1. Important three elements of communication skill in organizations.

Category Necessary skill Tangible action

1. Important three elements of communication skill in organizations.

2. Cooperativeness & Self-expression

Category Necessary skill Tangible action

1. Important three elements of communication skill in organizations.

2. Cooperativeness & Self-expression

Category Necessary skill Tangible action

Utilization of visual ・Explain persuasively not only using sentences,

1. Principle of " Ho: Inform” /Ren: Report”/So: Discuss"

KSF : "Importance and Urgency"

2. Inform, Report, and Discuss are the indispensable activities in organizations

2. Inform, Report, and Discuss are the indispensable activities in organizations

“Ho/Ren/So" Case necessary for “Ho/Ren/So”

Ho: Inform · When work does not proceed as planned

2. Inform, Report, and Discuss are the indispensable activities in organizations

“Ho/Ren/So" Case necessary for “Ho/Ren/So”

Ho: Reporting · When work does not proceed as planned

2. Inform, Report, and Discuss are the indispensable activities in organizations

“Ho/Ren/So" Case necessary for “Ho/Ren/So”

Ho: Reporting · When work does not proceed as planned

TPO Considerable point Effective "Ho / Ren / So

1. Comprehensive framework of organizational behavior

2. Definition of organizational communication

2. Types of organizational communication

2-1. Formal and informal Communication

2-2. Directional Communication

➢ Directional Communication: Upward

2-2. Directional Communication

2-3. Internal and external Communication

2-4. Internal and external Communication

Explain the content of each types of organizational communication logically.

(1) Formal and informal communication

(2) Directional communication

(3) Internal and external communication

(4) Oral and written communication

3. Framework of organizational communication system

4. Benefit of organizational communication

5. Topics of modern organizational communication

5. Topics of modern organizational communication

 Recent typical topics of organizational communication are:

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