COMMUNICATION – Org’l Communication- process info is exchanged, understood by 2+ ppl – intent: motivate or

influence behavior  Two basic types of communication • Formal – Sharing msgs regarding the official work of the org •
Informal – Sharing of unofficial messages that are unrelated to the org’s formal activities  Methods of comm – written,
nonverbal, oral. Direction of Communication 1) Downward – Meetings, E-mail, Bulletin board - Potential problems -
Information overload, Mum effect, One-way communication • Message distortion. 2) Upward • flows to higher level - Non-
directive • Purpose - provide feedback to higher-ups • Keeps managers aware 3) Lateral • comm takes place among members
of same work group, any other horizontally equivalent personnel • Purpose - Task coordination, Problem solving, Conflict
resolution • Benefits - Saves time & facilitates coord • Friendlier, less awkward • Potential problems - Competition for same
org resources 4) Strategic • Practice of presenting info about company to broad, external audiences (press) - More effectively
managed – Better reception by general public- PR firms hired to do this work.  Communication networks • Form
spontaneously & naturally as interactions among workers continue • Influenced by: 1) Task 2) Environment 3) Personal
factors (Technical expertise, openness, speaking ability) 4) Group (Composition, size, norms, cohesiveness)
 Barriers to effective communication • Physical distractions • Selective perception • Information overload • Time
pressure • Cultural differences • Trust level • Absence of two-way communication • Language • Gender differences •
Politically correct communication  Improving communication • HURIER model – Hearing, understanding,
remembering, interpreting, evaluating, responding • Make eye contact • Show interest • Avoid distracting actions • Empathy •
Ask questions • Confront your biases • Be natural. Avoid overload • Give & receive feedback – open channels of comm •
Focus on the problem, not the person • Use validating language.