Communication

It is the transfer of information and understanding from one person to

another person. It is a way of reaching others by transmitting ideas, facts,
thoughts, feelings, and values.

Its goal is to have the receiver understand the message as it was intended.
When communication is effective, it provides a bridge of meaning between the
two people so that they can each share what they feel and know.
 The Importance of Communication
Organizations cannot exist without communication. If there is no
communication, employees cannot know what their co-workers are doing,
management cannot receive information inputs, and supervisors and team leaders
cannot give instructions.
It can improve employee engagement and public relations and reduce
misunderstandings.
Open-book management - builds on the over-all theme of open and transparent
communications.
FOUR FUNCTIONS OF COMMUNICATION

Information

Motivation

Emotional Expression

Control
 Elements of Communication:
❖ SENDER is the communicator, the one who has an idea, purpose or intention to
communicate or send a message.
❖ ENCODING is translating the sender’s ideas in a form of symbol or language to the
receiver.
❖ MEDIUM is the message carrier such as telephone, cell phone, fax, computer
meeting, memo.
❖ DECODING is the receiver’s interpretation of the message sent.
❖ RECEIVER is the recipient of the message.
❖ NOISE/BARRIER is an unwanted signal which interferes with the original message.
❖ FEEDBACK is the response from the receiver to the sender.
The Two-Way
Communication
It is the method by which a sender reaches a
receiver with a message. The process always requires
eight steps, whether the two parties talk, use hand
signals, or employ some advanced-technology means of
communication.
Potential problems with Two-way communication:

Defensive Reasoning;
Cognitive Dissonance; and
Face Saving
One-way vs Two-way communication
ONE-WAY COMMUNICATION TWO-WAY COMMUNICATION
Linear information flow Circular information flow
Feedback is neither necessary nor
Feedback is expected and encouraged
expected

Used to transmit simple messages Used to transmit more complex messages

Takes less time Takes longer

More formal Less formal
Does not improve understanding and the Improves understanding and the
relationship between sender and receiver relationship between sender and receiver
The Two-Way Communication Process
MESSAGE

BARRIERS
R
S
E
E BRIDGE
C
OF
N MEANING E
D Develop I
E Encode Transmit Receive Decode Accept Use
idea V
R E
R

Provide Feedback
DIRECTIONS OF COMMUNICATION
IN ORGANIZATION

DOWNWARD COMMUNICATION
- the flow of information from higher to lower levels of authority.
Examples: Job instructions, Performance Feedback, News, and Memos
*Communication Overload - happens when employees receive more communication
inputs than they can process or more than they need.
The keys to better communication are timing and quality, not quantity..
DIRECTIONS OF COMMUNICATION
IN ORGANIZATION
UPWARD COMMUNICATION
- Communications that flow from employees up to managers to keep them aware
of employee needs and how things can be improved to create a climate of trust and
respect.
- If the two-way flow of information is broken by poor upward communication,
management loses touch with employee needs and lucks sufficient information to
make sound decisions. It is, therefore, unable to provide needed task and social
support for employees.
DIRECTIONS OF COMMUNICATION
IN ORGANIZATION
LATERAL COMMUNICATION
- Communication that takes place among employees on the same level in the
organization to save time and facilitate coordination.
Examples: Intradepartmental problem solving, Interdepartmental coordination, Staff
advice to the departments
DIRECTIONS OF COMMUNICATION
IN ORGANIZATION

DIAGONAL COMMUNICATION
-is a cross-functional communication between employees at different levels of the
organization. It crosses all organizational units and hierarchical levels.
DIRECTIONS OF COMMUNICATION
IN ORGANIZATION
CEO

D Managing
O Director U
W P
N W
W A
A Production Marketing
HR Manager LATERAL R
R Manager Manager
D
D

Employee Employee Employee Employee Employee Employee

Electronic Communication
- Any form of communication that’s broadcast, transmitted, stored or viewed using
electronic media, such as computers, phones, email and video.
Types of Electronic Communication:
-Email
-Instant messaging and live chat
-Websites and blogs
-SMS/text messaging
-Phone and voicemail
-Video
Formal vs. Informal Communication
➢ FORMAL COMMUNICATION is communication through pre-defined channels set by
organizations. It is backed by organizational procedure, and it is necessary to fulfill
the goals of the organization. Examples: Memos, Meetings, and Letters.

➢ INFORMAL COMMUNICATION is also known as “grapevine” communication and more

relational than formal. It is not backed by any pre-determined channels and can
happen anywhere within the organization.
 Formal vs. Informal Communication
FORMAL COMMUNICATION INFORMAL COMMUNICATION

FLOW Moves in predefined channels Moves freely in all directions

TYPE Official Communication Non-official Communication

SECRECY Maintains secrecy Difficulty in maintaining secrecy

TIME It consumes a lot of time Information passes quickly

CONSUMED
DISADVANTAGE Can be distorted Leads to spread of rumors

ADVANTAGE Reliable and Systematic Form of Employees can discuss work related
Communication issues which saves time and resources
INFORMAL COMMUNICATION
1. SINGLE STRAND: One person communicates with one person and then they go and
communicate with another one person. Communication is traveling from one person to
another one person.

2. GOSSIP CHAIN: Group conversation where everyone is talking to each other informally.

3. PROBABILITY CHAIN: Each individual randomly tells another individual the same message.

4. CLUSTER CHAIN: One person shares information with a group of selected individuals and in
turn each of those individuals shares that information with others.
Internal vs External 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.

➢ 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.
Communication Barriers
1) Physical Barriers
2) Attitudes
3) Language
4) Physiological Barriers
5) Problems with structure design
6) Cultural noise
7) Lack of Common Experience
8) Ambiguity and Overuse of Abstractions
9) Information Overload
10) Jumping to conclusion
Overcoming Barriers to Communication
1. Employee Orientation

2. Improving interpersonal relations

3. Empathetic Listening

4. Use Proper/Simplified Language

5. Communication through actions

6. Judicious use of grapevine

7. Encourage feedback
FACTORS FOR EFFECTIVE COMMUNICATION

Clarity Context

Brevity Impact
Value
Journal entry#2:
It is said that it is harder to listen than to speak. Imagine a
good conversation where you are supposed to act as a listener.
How will you make the conversation successful?