Chapter 11 Communication

After studying this chapter, you should be able to:

1. Describe the communication process and formal and informal communication.
2. Contrast downward, upward, and lateral communication.
3. Compare and contrast formal small-group networks and the grapevine
4. Contrast oral, written, and nonverbal communication.
5. Show how channel richness underlies the choice of communication channel.
6. Differentiate between automatic and controlled processing of persuasive messages.
7. Identify common barriers to effective communication.
8. Show how to overcome the potential problems in cross-cultural communication.

The Communication Process

This graph outlines the communication process between the sender and the receiver. The sender takes
the message to be sent and encodes it either through verbal or written methods. The message is passed
through the determined channel, and then it is handed off to the receiver who receives the message and
decodes it. The process is hindered by noise or communication barriers such as the perceived message.
Feedback is the check on how successful the sender was in passing the correct message to the receiver.

There are a few different channels of communication in the workplace. The first type is formal
channels. These channels transmit messages that are related to the professional activities of the
members, such as email, memos, and planned speeches. The second type is informal channels, used to
transmit personal or social messages. This channel is more spontaneous in nature and a result of
individual choices such as who you eat lunch with.

Directions of Communication

Executive

Manager Manager Manager

Employee
In an organization communication flows in three different directions. It can flow downward from the top
management to people in lower levels of the organization. It can flow up from workers on the ground
floor to the CEO or it can flow between or within departments in a lateral movement.

Downward Communication
Communication that flows from one level of a group or organization to a lower level is downward
communication. Managers using this one-way communication explain why decisions are made, but
don’t solicit advice or opinions from employees. This can be problematic because while employees are
more committed to decisions when they understand why they are made, the organization ignores
potentially valuable information from employees.

Upward Communication
To engage in effective upward communication, try to communicate in headlines, support your headlines
with actionable items, and prepare an agenda to make sure you use your boss’s attention well.

Lateral Communication
Some lateral relationships are formally sanctioned. More often, they are informally created to short-
circuit the vertical hierarchy and expedite action.

The Grapevine
The grapevine is a common network that has been shown to be an effective mode of communication.
Typically, the grapevine is not controlled by management, nor do they feed it information. However,
employees see it as a very believable and reliable form of communication. The grapevine has no formal
purpose but is mainly there to serve the self-interests of those who use it, developing from a need for
these individuals to get more information about an important, but ambiguous situation. The grapevine
can be a way to receive information about the situation and reduce anxiety as well as fill a social need to
connect.

Three modes of communication

Oral
Written
Nonverbal

Oral Communication
Advantages
Speed
Feedback
Simple to correct

Disadvantages
Potential for distorted message when passed through a number of people

Written Communication
Any method that conveys written words or symbols
The longest lasting form of communication

Nonverbal Communication
Body language conveys…
The extent of affinity for another
The relative perceived status between a sender and receiver

Meaning changes with…

Intonation
Facial expression
Physical distance

Channel Richness
Choosing Communication Method
Channel choice depends on whether the message is routine
A variety of methods may be needed to convey important ideas
Decide between oral and written communication
Be alert to nonverbal communication
Body language
Be alert to information security

Use oral communication when Written communication:

gauging the receiver’s receptivity
is important
But consider:
The receiver’s preference
Pace of work environment
Your speaking ability
Provides a tangible and verifiable
record that can be stored for an
indefinite period of time
Message is physically available
for later reference
Messages are more likely to be
well thought-out, logical, and
clear
But, grammar mistakes can be
problematic

Barriers to Effective Communication

Filtering
Selective perception
Information overload
Emotions
Language
Silence
Communication apprehension
Lying

A Cultural Guide
Know yourself.
Foster a climate of mutual respect, fairness, and democracy.
Learn the cultural context of each person.
When in doubt, listen.
State facts, not your interpretation.
Consider the other person’s point of view.
Proactively maintain the identity of the group.

Implications for Managers

Remember that your communication mode will partly determine your communication effectiveness.
Obtain feedback from your employees to make certain your messages are understood.
Remember that written communication creates more misunderstandings than oral communication.
Make sure you use communication strategies appropriate to your audience and the type of message
you’re sending.
Keep in mind communication barriers such as gender and culture.

Keep in Mind…
Each communication direction has its own challenge that must be overcome.
Each form of communication has an optimal purpose and specific limitations – use appropriately.
Communication barriers often retard or distort communication.\
Name: ___________________________________________________________ Score: ____________
Course & Year: _____________________________________________________ Date: ____________
1. Draw the communication process including the different elements. Give a brief discussion about the
communication process.

_____________________________________________________________________________________
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Note: Write the letter of the correct answer in the space provided.
Classification
Types of Messages Forms of Channels
Choices A. Oral A. Formal
B. Written B. Informal
C. Nonverbal
1. Bulletins
2. Memos
3. Voicemail
4. Telephone
Conversations
5. Live speeches
6. Electronic mail
7. Sign Language
8. Face-to-Face
Conversations
9. Video Conferences
10. Reports

Direction of Communication
1. Managers to Employers Choices
2. Supervisors to Supervisors A. Upward
3. Husband to Wife B. Downward
4. Mother to Child C. Lateral
5. Teacher to Students
6. Students to Students
7. President to College Deans
8. Executive Official to Department Head
9. Chairpersons to College Deans
10. Students to Student Council Federations
Multiple Choice. Write only the letter of your chosen answer before the number.
1) Before communication can take place it needs a ________.
A) purpose
B) channel
C) receiver
D) filter
E) decoder
2) In a communication process, the ________ initiates a message by encoding a thought.
A) receiver
B) decoder
C) channel
D) sender
E) signal
3) Mary telephones her employee, Joe, to let him know that today's meeting has been moved to one o'clock. In the
communication process, Mary is ________.
A) the sender
B) the receiver
C) the decoder
D) the channel
E) the encoder
4) In a communication process, the ________ is the actual physical product of the sender's encoding.
A) channel
B) message
C) feedback
D) transmitter
E) noise
5) With reference to the communication process, when a sender speaks, the speech is the ________.
A) channel
B) filter
C) message
D) noise
E) transmitter
6) John writes a memo to his employees. Putting his thoughts onto paper is an example of ________.
A) encoding
B) decoding
C) transferring
D) channeling
E) editing
7) With reference to the communication process, the ________ is the medium through which the message travels.
A) feedback
B) noise
C) encoder
D) channel
E) decoder
8) With reference to the communication process, the ________ is the one to whom the message is directed, who
must first translate the symbols into understandable form.
A) editor
B) receiver
C) encoder
D) sender
E) channel
9) In a communication process, ________ is the check on how successful we have been in transferring our messages
as originally intended.
A) editing
B) decoding
C) feedback
D) encoding
E) noise
10) Which of the following statements is definitely true regarding an informal communication channel?
A) It traditionally follows the authority chain within the organization.
B) It generally transmits messages related to the professional activities of members.
C) It is established by the organization.
D) It is generally used for communicating personal or social messages.
E) Information regarding change in the policies of the organization is transmitted through it.