LECTURE NOTES 1.

ORGANIZATIONAL COMMUNICATION

INTRODUCTION

Communication is the transfer of information and understanding from one person to another,
on the same or different level. This is the process by which managers reach out to others in
managing their work. Managers work through others, so all management functions go through
communication bottlenecks. A person can start a process, but one person cannot complete it. It
is not complete until someone else receives it. Organizational communication can be defined as
a way of communicating and sharing information such as organizational goals, plans to achieve
those goals, policies, rules, regulations, and other trivial details. Informally, communication
within an organization takes place in a variety of ways, but formally, each organization follows a
specific communication method to convey information. The effectiveness of management is
highly dependent on the effectiveness of communication. Communication is what gives life to
an organization. Therefore, it can be the lifeblood of an organization. Communication systems
serve as a means for an organization to become embedded in its environment. It not only
integrates the various subunits of the organization but in a systematic sense also serves as a
sophisticated set of interconnected channels designed to sift through and analyze information
from the environment. It also exports the processed information to the environment. Not only
do you need the right skills, but you also need to learn how to apply those skills in a business
environment. The business environment can be very different from the social and academic
environment you are used to. Every organization has a formal communication network through
which ideas and information flow along command lines (hierarchical levels) within the
organizational structure.

IMPORTANCE OF ORGANIZATIONAL COMMUNICATION

Communication is one of the key elements in any organization and its effectiveness is the key to
the success of the entire organization. Communication can be considered efficient only if the
recipient of the information understands the subject matter and meaning of the message
conveyed. This feature helps employees and managers interact with each other to align
individual and organizational goals. Additionally, communication helps define and execute
corporate goals. Communication also helps the organization develop a plan to achieve the goals
it has set. Furthermore, communication ensures proper and proper management of human and
other resources. Additionally, this feature helps guide, motivate, and build an environment in
which employees strive to make positive contributions (Barker, 2002).

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INTERNAL COMMUNICATION

Internal
Communication

Communication
Formal Informal
s Network in
Communication Communication
Organizations

Vertical Grapevine
Communication Communication

Horizontal Single Strand

Communication Communication

Probability
Diagonal
Chain
Communication
Communication

Cluster Chain
Communication

FORMAL COMMUNICATION

Formal communication refers to the flow of information in the formal organizational structure.
It generally takes place either between employees of different levels as in the case of superior-
subordinate or at the same levels as in the case of two managers from different departments. It
is used to communicate official information, such as orders, instructions, and other
organizational information. It's a controlled means of communication that follows predefined
channels and adheres to predetermined rules, standards, processes, and regulations set by the
company. It can be oral or written, but it is generally recorded and filed for future reference.
Internal information is exchanged from one to another following the conventional rules. But
this type of communication system may be used for both internal and external purposes. We
already mentioned that formal communication is structured and that it follows a chain of
command. Speaking of directions of the said communication, it can be: Vertical, Horizontal, or
diagonal.

VERTICAL COMMUNICATION

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Vertical communication further branches out into downward (from the top down in the
organizational hierarchy) and upward communication (from lower-level employees to their
superordinates). Downward communication: This is the most common type of formal
communication and represents the flow of information from the company's management to its
subordinates. It usually consists of various instructions and orders that are passed down in
written or oral form, through reports, memos, emails, manuals, and others. The speed of
downward communication is very fast. Upward communication: This is the opposite of
downward communication and therefore represents the messages passed from subordinates to
management. It can take various forms, such as requests, reports, complaints, and suggestions.
The speed of upward communication is comparatively less than downward communication.

HORIZONTAL COMMUNICATION

Horizontal or lateral communication refers to our communication with peers or coworkers who
have different roles but are on the same hierarchical level within the organization. The role of
this type is to facilitate the coordination of activities aimed at common objectives, excluding the
intervention of senior managers. It also aims to resolve the interrelated problems between the
departments. This type of communication improves the working environment for employees by
offering them better communication opportunities. The relationship among employees from
different departments gets enhanced formally as well as informally through horizontal
communication. For example, a finance manager may discuss the promotional cost of new
products with the marketing manager. Both too much and too little horizontal communication
may lead to negative feelings like demotivation, envy, or jealousy. Hence, a balance is very
crucial.

DIAGONAL COMMUNICATION

Lastly, diagonal communication also known as crosswise communication takes place among the
members of different teams and departments. It doesn’t follow strict hierarchical rules, so
members of different departments interact with one another, regardless of their position in the
organization. The main aim of Diagonal Communication is to increase the efficiency of the
organization by speeding up the communication process and cutting across departmental
barriers. For example, a discussion between Designing manager and a salesperson regarding
the liking and disliking of people regarding a product. This type of communication violates the
principle of unity of command, and sometimes the superior may feel ignored when his
subordinate talks directly to the managers of different departments. Since the flow of
communication is not certain diagonally, it may be interpreted as interference or taken
negatively in some cases. Formal communication increase Overall Efficiency, Manages

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Communication System, Maintains Discipline, coordination, and integration, and increases
Reliability and Accuracy.

INFORMAL COMMUNICATION

Formal communication is the sharing of official information about the workplace. It is dictated
by the established hierarchical organization of the business. Informal communication does not
follow any rules of predetermined policy that formal does and is the opposite of formal
communication. Informal communication is communication that takes place outside the formal,
communication structures of the workplace. Informal communication is often referred to as the
‘grapevine.’ Informal communication occurs when two or more employees communicate
outside of formal channels. Such conversations, when done effectively, can help organizations
improve their overall performance by developing a sense of belongingness among employees.
Regardless of your position within an organization, knowing how to engage in informal
conversations can improve the quality of interactions with your coworkers and management.

GRAPEVINE COMMUNICATION

Grapevine communication is a type of communication that forms mostly from unintentional

social interactions. This means that the information being conveyed may not necessarily be the
primary intention of the initial conversation or message. Grapevine communication is an
informal method of communicating, so businesses and management professionals often try to
use formal communication channels for important news instead. Because this type of
communication originates from casual social interaction, it's often inevitable in workplaces. For
example, if a professional is earning a promotion, it's often best to make a formal
announcement to inform others. With grapevine communication, the professional may tell a
colleague they share a close relationship with about the promotion, and, in turn, this colleague
may spread the news to others, creating grapevine communication.

SINGLE STRAND

Single-strand communication is a term that typically refers to a form of communication in which

information is passed from one person to another in a linear, one-way fashion. This type of
communication involves a sender who initiates the message and a receiver who receives and
interprets the message. When it comes to communication in the workplace, more often than
not, one person talks to another person and they talk to another and it becomes a chain. Single-
strand communication happens when one worker tells the other worker, who then shares it
with another person. This way, the information process goes on from one person to the other
in an organization. It is a single mode of communication.

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PROBABILITY CHAIN

Probability chain communication is a term used to describe a form of informal communication.

Information is transmitted randomly through a network of people, often without any formal
planning or direction. This type of communication involves an initial sender who passes
information to a few others, who then pass it on to a few more, and so on, creating a chain-like
effect. In the workplace, probability chain communication can occur through a variety of
channels. It could be casual conversations, email chains, and social media. While this type of
communication can be useful for spreading information quickly, it can also be unreliable and
prone to errors and misunderstandings

CLUSTER CHAIN

Cluster Chain communication is a term used to describe a form of informal communication in

which information is transmitted through a network of people in clusters or groups, rather than
randomly. This type of communication involves an initial sender who passes information to a
few others in their immediate group or “cluster”. These people then pass it on to others in their
clusters, creating a chain-like effect within each cluster. In the workplace, cluster chain
communication can occur through a variety of channels. While this type of communication can
be effective for sharing information within specific groups or clusters, it can also lead to silos
and a lack of communication and collaboration between different groups. To manage cluster
chain communication in the workplace, it’s important to establish clear and effective channels
of communication both within and between different clusters. This can involve encouraging
cross-functional collaboration and communication, as well as providing regular opportunities
for teams and departments to share information and updates.

COMMUNICATION NETWORKS IN ORGANIZATIONS

Information flows in three directions across formal networks. Downstream communication

flows from executives to employees communicates executive decisions and provides
information that helps employees get their jobs done. Upward communication flows from
employees to leaders, providing insight into issues, trends, opportunities, complaints, and
performance, empowering leaders to solve problems and make smarter decisions. A horizontal
communication flow between departments helps employees share information, coordinate
tasks, and solve complex problems. Every organization also has an informal communications
network, often called a grapevine or rumor factory, that encompasses all communications that
occur outside the formal network. Some of this informal communication occurs naturally as a
result of employee interactions in the workplace and social settings, and some occur when
formal networks fail to provide the information employees need. occurs. The limitations

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inherent in formal communication networks have fueled the growth of social media in the
business environment.

EXTERNAL COMMUNICATION

External Communication in Organizations

A. Communication with Customers and Clients

B. Communication with Suppliers and Partners

C. Communication with the Community and the Public

COMMUNICATION WITH CUSTOMERS AND CLIENTS

Communication with customers and clients is an important aspect of an organization's

communication. This includes exchanging information for the purpose of establishing and
maintaining a positive relationship between an organization and its customers or clients.
Effective communication with customers and clients helps organizations understand their needs
and expectations and provide the products and services they need. Such interactions take place
through common communication channels such as email, phone, live chat, social media, online
forums, and customer portals. There are two main reasons companies communicate with their
customers. To assist them with their inquiries and complaints and to market new and
complementary products. Now you may be wondering: Why are so many companies working
on customer communication strategies? The reason is simple: Lack of proper and timely
communication can quickly lead to upset customers, lost sales, and negative word of mouth.

COMMUNICATION WITH SUPPLIERS AND PARTNERS

All customers rely directly or indirectly on reliable and quality suppliers for positive business
development. Customers not only have expectations of their suppliers; they must also be loyal
to them to strengthen their relationship. Therefore, customers should strive to build strong and
lasting supplier relationships as they do with their customers. And it's not a complicated
process. A successful customer-supplier relationship begins with the supplier taking the
initiative to demonstrate sensitivity to the customer's needs. Customers always want to
guarantee the terms of their business relationship with their suppliers and to be honest with
their suppliers to have a smooth transaction. By letting them build, they are sabotaging
transactions.

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COMMUNICATION WITH THE COMMUNITY AND THE PUBLIC

Effective communication with the community means communication with the community as a
whole. The community is diverse. This includes people of all ages and cultural backgrounds,
people with disabilities, and people with other access or functional needs, such as limited
English proficiency or dyslexia. How do you successfully communicate with such a diverse
audience? Knowing is the first step. Subject including all factors that may affect how you
communicate with them. Understanding your audience will help you communicate better in
ways that leverage their communication skills. Make sure your message is clear and easy to
understand. Your entire audience will benefit from this. We then customize the message
specifically to the needs of the sensory and speech-impaired community. One way to customize
messages is to present information in multiple formats so that access to information is not
dependent on a single sense or ability of the user. Another approach is to translate material at
appropriate reading levels into multiple languages. It is important to be sensitive to cultural
differences in methods of communication, including non-verbal cues, and to communicate in
ways that bridge those differences. Then consider ways to spread your message to increase the
likelihood that certain people will receive it. Working with organizations within the community
can help. Finally, respectful communication improves our ability to reach out to the wider
community. Including people with disabilities and other access and functional needs.

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