GROUP 4 TOPIC REPORT :

ORGANIZATION OF COMMUNICATION
PROCESS IN THE FIELD OF SERVICE
ENTERPRISE

● WHAT IS ORGANIZATIONAL COMMUNICATION?

● WHAT ARE SOME EXAMPLES OF ORGANIZATIONAL COMMUNICATION?
● WHAT ARE THE TYPES OF ORGANIZATIONAL COMMUNICATION?
● ORAL AND WRITTEN COMMUNICATION
WHY IS ORGANIZATIONAL COMMUNICATION IMPORTANT?
● HOW DO YOU MANAGE ORGANIZATIONAL COMMUNICATION?

MEMBERS :

CANTORIA ,SIMON MGUEL

ENRIQUEZ, CHRISTIAN
GATBONTON, MARIANNE GAILLE
MANALASTAS, REGENE
ORATIL, SHARON
PATRICIO, ALYANNA
TALADRO, ANGELINE
Simon Miguel G. Cantoria
BEN-31
WRITTEN REPORT: Managing a Service Enterprise

Organizational Communication

What is Organizational Communication?

- Organizational communication is defined as the channels and forms of
communication in which organizations such as corporations, non-profits,
and governmental bodies engage, including both the internal
communications that occur within an organization, and external-facing
communications between an organization.

- Optimizing organizational communication can have a powerful impact on

the efficacy of an organization. Individuals with a bachelor’s and/or
master’s in organizational communication can work in human resources,
employee training and management, public relations and public affairs,
marketing, communications consulting, media management, policy and
advocacy, and research and instruction, among other areas.

- Communication is an integral part of every organization. No organization

can survive without proper communication among the people working in
the organization.

There are four different types of organizational communications. Some

organizations strictly follow one kind of communication, whereas some
organizations follow a mix of these communication types.

Let us first learn about different types of communications that take place in an
organization to learn about their impact on the organization.
What are some examples of organizational communication?

There isn’t one simple answer when it comes to organizational communication. If

there was, organizational communication research wouldn’t be necessary.

Organizations with effective organizational communication have a number of

techniques to get it right. Here are some examples of effective organizational
communication:
Team meetings
Team meetings are an important part of organizational communication. All teams
should regularly share ideas, ask for feedback, and freely voice their opinions.

While team meetings more commonly happen in person, they can also take place
virtually. At RingCentral, we focus on helping employees work effectively from
anywhere. Because of this, we’ve made video meetings easier than ever with
RingCentral Glip.

Some examples of organizational communication include interactions between

employees, interactions that take place between management and employees,
and communication that takes place with the public. Communication within the
organization that takes place between workers is called internal communication,
while communication with outside parties, such as customers, investors, or other
businesses is called external communication.
CHRISTIAN H. ENRIQUEZ
BEN 3-1

Team meetings
Team meetings are an important part of organizational communication. All teams should
regularly share ideas, ask for feedback, and freely voice their opinions while team meetings
more commonly happen in person, they can also take place virtually.

Remote work training

Business communication can be more difficult when employees aren’t sharing the same
workspace. As such, the best companies provide remote work training to ensure that all
employees know how to communicate. 

Feedback
A successful business creates an environment where employee communications are prioritized.
As such, they are always looking to improve organizational communication techniques and
encourage feedback. They use qualitative and quantitative data to better the company and
improve communications systems. 

Social events
Effective communication can’t take place if colleagues are awkward or uncomfortable around
each other. Social events such as team-building exercises help to create open, honest, and
professional relationships and show employees effective ways to communicate. 

A successful organization builds employees’ attitudes by organizing social events and

encouraging them to interact. Social events create positive organizational cultures and lift
employee spirits. 

TYPES OF ORGANIZATIONAL COMMUNICATION

(Gatbonton, Marianne Gaille D.)

Effective communication in business is vital to the success of an organization. Regardless

of your industry or the size of your company, it is likely that communication is an important part
of your day. Business owners communicate with employees, customers, partners and other
stakeholders on a regular basis.
 It’s important to understand the four types of organizational communication so you can
use them effectively to express your ideas and make sure the recipient understands the
message. While the functions of organizational communication vary, the goal is always to
ensure that the message is conveyed accurately to your audience.

Four Types of Organizational Communication

The importance of organizational communication in a business environment cannot be

underestimated. The way employees communicate with each other, with managers or with
external stakeholders such as customers and partners reflects on the business itself. As a result,
it’s vital to be aware of the kind of communication in which you are participating. There are
four types of organizational communication:

● Formal and informal communication

● Directional communication
● Internal and external communication
● Oral and written communication

Most business communication can be organized into these four major categories. Each
kind of communication is used in specific business scenarios and with different types of
audiences.

There are many overlaps between the different kinds of communication. For example,
communication can be from two or more different categories at the same time, such as a
performance appraisal that is formal, downward, internal and written. It encompasses all four
types of organizational 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.
● Directional Communication: Downward - 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. While most downward communication
comes in written form, such as emails, memos and policy guidelines, it is also verbal,
such as through meetings and phone calls.
● 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.
● 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.
● Internal Communication - Other examples of organizational communication are internal
and external. 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.
● Communication and Promotional Methods - External communication is often used to
persuade an audience, while internal communication is usually meant to inform.
Businesses often utilize promotional methods as part of external communication. This
enables organizations to ensure that the message reaches the audience. In order to
select the right promotional vehicle, businesses need to conduct research to better
understand the audience. Examples of promotional media include:
○ Advertising online, on TV and radio and in newspapers and magazines
○ Public relations activities, such as news conferences and press releases
 ○ Social media channels including Twitter, Facebook, LinkedIn, YouTube and
Instagram
○ Email marketing with nurture campaigns
○ Search engine marketing using keywords
● 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. For example, a business owner speaking with potential investors at a
charity dinner may have carefully researched the investors so that she can lead the
conversation by speaking to their interests.
● Written Communication - Written communication is an essential part of running a
business. Even before starting a business, many business owners have to prepare
lengthy and complex business plans. 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.
It’s commonplace for businesses to use instant messaging programs such as
Skype or collaboration tools such as Slack to expedite written communication. This
enables colleagues to receive and reply to messages right away, ensuring that time-
sensitive business activities can proceed as planned.

MANALASTAS, REGENE GRACE P.

BEN 31
ORAL COMMUNICATION
It's important to communicate verbally. It is how a person interacts with their
coworkers, team members, or clients in person. In addition to using words, interpersonal
communication also uses body language, eye contact, and gestures. In a one-on-one
conversation, a meeting with a small number of individuals, or in front of a sizable audience, an
employee may use oral communication. As a result, oral communication promotes the
development of trust and better connections.
 DIFFERENT TYPES OF ORAL COMMUNICATION
1. ONE-ON-ONE CONVERSATIONS - It is associated with the conversation between two
friends, employees, and their manager.
2. MEETINGS- It refers to different sorts of meetings like decision-making meetings,
information-sharing meetings, etc that take place in business meetings.
3. GROUP DISCUSSIONS- It revolves around different types of small group projects,
book club gatherings, etc.
4. SPEECHES- Different sorts of speeches that take motivation speech, political debate,
etc
5. PRESENTATION- It involves different types of presentations used by teachers while
teaching students in a class, elevator pitches, management presentations, education programs,
etc.
6. ELECTRONIC- Such types of oral communication involve listening to a show on the
radio, talking over the phone, etc.

TYPES OF ORAL COMMUNICATION IN BUSINESS

In a corporate situation, there are several examples of oral communication. For job
growth, you’ll require a variety of oral communication abilities.
1.Elevator Pitch - Imagine you and the CEO of your business are on the elevator. You
have thirty seconds to introduce yourself before they leave the floor below. This is your
elevator pitch in one sentence. It's a form of spoken communication where you have a limited
amount of time to explain who you are and what you need from the other person.
2. Communications in Form - These are often at work because you must constantly
interact with your supervisors, coworkers, and stakeholders like clients and customers. Formal
speeches are succinct, direct, and to the point. Everyone has a finite amount of time, thus you
must present your case briefly.
3. Informal Communications- These are the kinds of conversations you have with your
friends, family, and coworkers. Most of the time, they don't have a set timetable. You can talk
about your day, your lunch, or your weekend plans. There is some friendly banter tossed in for
good measure during these encounters.
4. Presentations in the Workplace- You should utilize your speaking skills to the fullest
extent possible in this situation. You must become an expert public speaker if you wish to rule a
crowded audience. To do this, you'll need to use the Four Ps of Pitch, Projection, Pace, and
Pauses
 5. Speeches- Speeches are essential in fields like community engagement and event
organizing. The target audience for speeches is senior managers and other leaders in the
workplace.

ADVANTAGES AND DISADVANTAGES

THE ADVANTAGES
1. Since oral communication is interpersonal, it is highly understood and transparent.
2. Oral communication does not involve any rigidity. Changes to previously made decisions
are flexibly permitted.
3. In the case of oral communication, the response is unplanned. Decisions can be made
immediately and without delay as a result.
4. Oral communication saves time, money, and effort in addition to saving time.
5. For solving problems, oral communication works best. By discussing the difficulties,
disagreements, and numerous conflicts, they can be resolved.
6. Oral communication is crucial for fostering a sense of unity and teamwork.
7. Employee morale in an organization is encouraged and made more receptive through
oral communication.
8. When transferring private and secret information, oral communication works best.

THE DISADVANTAGES
1. Because business communication is professional and well-organized, relying solely on
oral communication may not be sufficient.
2. Oral communication lacks the authenticity of written communication since it is less
formal and more relaxed.
3. Oral communication saves time in routine interactions, yet lengthy speeches can be
time-consuming and occasionally unproductive in meetings.
4. Oral communications are unreliable because they are difficult to maintain.
5. There may be misconceptions since the knowledge is deficient and may be lacking
fundamentals.
Oratil, Sharon F.
WRITTEN COMMUNICATION
The Written Communication refers to the process of conveying a message through the
written symbols. In other words, any message exchanged between two or more persons that
make use of written words is called as written communication. The written communication is
the most common and effective mode of business communication. In any organization, the
electronic mails, memos, reports, documents, letters, journals, job descriptions, employee
manuals, etc. are some of the commonly used forms of written communication. Such
communication is used when the information to be transmitted is lengthy and includes some
complex terms that cannot be explained verbally. Also, the organizations maintain their
documents in writings such that these can be used as a reference and evidence of any
transaction anytime in the future. Thus, it is essential for every business organization to develop
effective writing skills and inculcate this in all its employees.
The effectiveness of written content depends on the correct choice of words, their organization
into correct sentence sequence and the cohesiveness in the sentences. The information in
writing is considered more legal and valid than the spoken words. Also, people rely more on the
written content than what has been said orally. But, however, unlike verbal communication the
feedback of written communication is not immediate since it is not spontaneous and requires
time to get into the understandable form.

CORE ELEMENTS OF WRITTEN COMMUNICATION SKILLS

1. Conciseness
The goal of every written communication is to get to the point quickly. It is essential to include
only relevant details to communicate your information effectively.
Example: “After seeing your presentation skills, I have concluded that you are one of the best
orators on our team.”

Like the one in the above example, concise writing avoids unnecessary details and effectively
delivers the information. Such concise writing reduces instances of complex sentence structures
and imparts confidence in your written communication.

2. Clarity
Clarity helps your readers understand the message you are trying to convey. By bringing clarity
to your writing, you reduce instances of misinformation, misconception, miscommunication
and mistakes. Clarity comes with using simple language and avoiding complex words or
sentence structures.

Example: “Use your best judgement to decide whether you should build the web design from
the start or update the existing one. Click on the link below to see the details of the new
project. If you have any questions, direct them to your project head.”

The above message conveys the writer's expectation and provides steps to follow if the readers
require further clarification.

3. Tone
The tone is the voice of your writing and conveys the emotions to the readers. For business
writing, use a professional tone with an appropriate degree of friendliness and formality.

Example: “Thank you for sending over the web design on such short notice. I have highlighted a
few inaccuracies and attached a more detailed brief that conforms to the client's requirement.
Please get the revised design back to me latest by Wednesday morning. Feel free to get in
touch with me if you have any questions.”

Even when pointing out errors and inaccuracies, keep your tone friendly yet professional.
Instead of directly accusing someone, know what you want from the reader.

4. Active Voice
Active voice uses action verbs that make your writing clearer, more accessible and engaging to
the readers. It is preferred over passive voice because active voice allows a reader to move
through your writing quickly. Active voice flows better and makes your writing more persuasive.
While passive voice finds its use in other forms of writing, in professional communication,
passive voice dilutes the content's action.

Example: “Call the presenter about the webinar on Monday morning and ask whether we can
shift the webinar to Wednesday afternoon. If she agrees, send out date change emails to the
attendees. If she disagrees, remind me on Monday morning to talk to her.”

5. Grammar and punctuation

Grammar and punctuation make your writing clear, engage your readers, avoid
miscommunication and make your communication effective. In professional communication,
grammar and punctuations help deliver correct information to the readers.

Example: “Our client requires the use of word processing programs, blogging platforms, design
tools, communication tools and collaboration apps for their next project.”

Without using the correct spelling, preposition, punctuation, verb tense, article, conjunction
and other basic grammar rules, it becomes difficult to read and interpret the information.

ADVANTAGES AND DISADVANTAGES OF WRITTEN COMMUNICATION

ADVANTAGES:
● Written communication helps in laying down apparent principles, policies and rules for
running of an organization.
● It is a permanent means of communication. Thus, it is useful where record maintenance
is required.
● It assists in proper delegation of responsibilities. While in case of oral communication, it
is impossible to fix and delegate responsibilities on the grounds of speech as it can be
taken back by the speaker or he may refuse to acknowledge.
 ● Written communication is more precise and explicit.
● Effective written communication develops and enhances an organization’s image.
● It provides ready records and references.
● Legal defenses can depend upon written communication as it provides valid records.

DISADVANTAGES:

● Written communication does not save upon the costs. It costs huge in terms of
stationery and the manpower employed in writing/typing and delivering letters.

● Also, if the receivers of the written message are separated by distance and if they need
to clear their doubts, the response is not spontaneous.

● Written communication is time-consuming as the feedback is not immediate. The

encoding and sending of message takes time.

● Effective written communication requires great skills and competencies in language and
vocabulary use.

● Poor writing skills and quality have a negative impact on organization’s reputation.

● Too much paper work and e-mails burden is involved.

●

PATRICIO, ALYANNA DENIELLE A.

BEN31

IMPORTANCE OF ORGANIZATIONAL COMMUNICATION

Organizational communication is an integral part of every organization, and it plays an essential
role in building a successful business. Communication in an organization affects the way people
behave in the organization. Communication in an organization is a vital managerial component
because the role of management is to make plans and give directions.
Communication is an integral part of every organization. No organization can survive without
proper communication among the people working in the organization.
Importance of organizational communication
 1. The first importance of organizational communication is to keep employees working in
the organization informed. The employees have communicated the goals they need to
achieve and the method used to achieve those goals. They are not only told the
techniques but also conveyed feedback to improve their work. Organizational
communication helps in clarifying doubts or misunderstandings of the employees.
2. Communication in an organization plays the role of a source of information. Information
is conveyed to the employees through communication. That information helps the
employees in critical decision-making as having this information provides them with an
alternative course of action to perform a particular task.
3. Communication is essential for socializing. Through communication, employees working
in the organization socialize with one another. Socialization is also necessary to make
strong bonds among employees, which is essential for an organization to grow.
4. Healthy communication in an organization helps shape the attitude of people working in
the organization. A well-informed employee has a positive attitude as compared to a
less-informed employee.
5. Written and formal communication in an organization is more effective as compared to
the other types of organizational communication. Therefore, many organizations spend
on publishing corporate magazines and journals to share important annual information
with the employees of the organization.
6. Organizational communication plays a vital role in the controlling process as the role of
managers is to give guidelines to their subordinates and to take feedback from them.
Effective organizational communication makes these tasks better. The subordinates can
perform their tasks efficiently when they are communicated well as well as they can
clear their doubts from their supervisors when they face any problem in their work.

ANGELINE V. TALADRO
BEN 3-1

TOPIC : ORGANIZATION OF COMMUNICATION PROCESS IN THE FIELD OF SERVICE ENTERPRISE/

HOW DO YOU MANAGE ORGANIZATIONAL COMMUNICATION.

Organizational Communication Strategies

Great communication is a balancing act, even for the most sophisticated companies. Too much
communication feels overbearing; too little, and the company seems disjointed. Too much
sharing and honesty may decrease morale during troubling times, but glossing over the reality
of a difficult situation is disingenuous. Companies that wish to strengthen their internal
communication would do well to apply the following seven strategies.

HERE ARE SOME STRATEGIES TO SIMPLY MANAGE ORGANIZATIONAL COMMUNICATION.

1. Choose the Right Medium

Not every medium is appropriate for every type of communication. Posters and signs in the
break room are a good reminder about company picnics, but may not be the most appropriate
vehicle to discuss ways to improve customer service. A good medium captures the eyes and
hearts of employees in delivering its message.

When you choose the right medium, the recipient is more likely to read, hear or see your
statement and understand what you're expressing. For example, meeting with an individual for
a face-to-face, in-person discussion may ensure that they receive your message and can ask
questions for clarity.

2. Include Interactivity
The proper messaging medium should always be coupled with appropriate ways for employees
to engage with and comment on the messages. Effective communication moves in both
directions, from management to staff and vice versa. Communication that does not allow
interactivity or comment from staff members feels more like an edict or command, rather than
an attempt at authenticity.

Discussion boards and online forums are becoming an increasingly popular way for employees
to interact with internal communications. Rather than seeing their inboxes flooded with
messages, employees can log into the forums and interact only with the messages that apply to
their jobs.

Video conferencing is also an important component of this strategy, particularly as more

companies develop remote and work-from-home strategies. Routine engagement with a
remote workforce via video can help foster a sense of inclusion, which can boost morale and
productivity.
When interactive elements are added in a smart way, it can help learners better understand the
training and apply it to the desired outcome of the training, whether that's learning to do their
job better, understanding topics for school or picking up a new skill.

3. Communicate with a Purpose

The best internal communication is succinct and addresses a single issue. Communicating in this
way accomplishes key goals. First, it occurs regularly, rather than in one giant message each
month or quarter. Second, employees are far more likely to read and retain a short message
than a four-page email. Finally, managers may be forced to re-evaluate the effectiveness of
their chosen medium and consider a change, for example, from an email to a staff meeting or
training session.

When we communicate with purpose we are focused on the message we want to relate and
just on how it is received. It is an open, honest form of communication that includes empathy.
It is worth observing how you interact with others, self-awareness is key Purposes.
Communication serves five major purposes: to inform, to express feelings, to imagine, to
influence, and to meet social expectations. Each of these purposes is reflected in a form of
communication.

4. Eliminate Generalizations and Drive-by Accusations

Nothing makes an employee more defensive than an unfair attack against his or her job
performance. Sometimes, internal communication may include snide remarks or jabs at
employees or departments. If there is a problem with performance, managers should address
the issue one-on-one, in private, not in a public forum like a company-wide or departmental
email. Getting rid of unfair generalizations and comments about performance makes employees
more receptive to the message because they are not immediately on the defensive.

5. Plan First
The worst meetings are those where it is clear the meeting organizer has no plan; they simply
ramble on until they finish talking, and most of the topics get lost in a disorganized mess.
Meetings, and even written communication, require planning and forethought. There must be a
clear progression of ideas, one leading seamlessly into another, so attendees feel a sense of
purpose during the communication session, whether it be in a meeting, email, or newsletter.

It brings unity of purpose and diverts all efforts in one direction for the achievement of certain
well defined objectives. Planning also improves the performance of a business unit. In fact, in
the absence of planning there will be disorder, confusion, inefficiency, wastage of human
efforts and material resources.

6. Dedicate Time
Whether the communication occurs in a formal meeting or happens informally through an
email, employees need time to process the information and ask questions. If a meeting agenda
is so full there is not adequate time for discussion, the meeting organizer should reassess the
situation. Topics should be reevaluated, and shorter, more frequent meetings should be
scheduled. In an online forum or discussion post, management should check the thread
periodically for several days so that slow responders have a chance for their voices to be heard.

Time is an integral part of a communication. When a group of people are having

communication one must pay attention and communicate on time as it adds value to one's
opinion. If time is managed well during a communication it leads to a great communication with
the desired results.

7. Follow Up
Most internal communication suffers from a lack of follow up. Management sends out a
message or holds a meeting, then never addresses whether discussed items have been
implemented, if there have been improvements in performance metrics, etc. Communication
must be ongoing to be effective in the long term.

Effective internal communication establishes company-wide buy-in from employees and

ensures everyone on staff is working toward the same goals.

A regular follow-ups to customers will give a chance toheard and engage effectively. Follow-ups
can be a great source to ask customers, “What they want/expect next.” Customers usually want
a medium to get in touch with the company. Therefore, the follow-up system enhances this
communication.

These seven steps to improving internal communication can help facilitate more open and
honest discussions between management and staff.