SUMMER TRAIING REPORT

ON
“ORGANISATION COMMUNICATION”

Submitted in partial fulfillment of the requirements for

the award of the degree of

BACHELOR OF BUSINESS ADMINISTRATION

Session (2023-2024)

Under the supervision of :-

Dr.
( )

Submitted By :-
Name –
University Registration No. –
Roll No. –
Organizational communication is an important element of
any successful business. A company’s organizational
communication encompasses many different styles of
communication between many different groups of people.

What is organizational communication?

Organized communication is a term that covers all
communication employed by a company and its
representatives. This includes communication between staff
as well as outward-facing communication. Companies often
strive to have a unified message behind formal
communication, with all messages following a larger
communication plan.
Organizational communication requires active participation
from various company stakeholders, including:
The CEO and senior management are responsible for setting
the ton and establishing organizational culture.
Human resource teams set an example for others and create
the guidelines and documents for other staff members.
Managers and team leaders guide routes for effective
communication, lead meetings and actively listen to
employees’ concerns.
Employees should be encouraged to voice their concerns and
provide feedback when possible.
Types of organizational communication
Here are four categories of organizational communication.
1. Formal and informal communication
The first consideration when classifying a type of
organizational communication is whether the message is
being delivered through official channels or not.

Formal communication

Formal communication covers any official company acts that

share information. This can include communication such as a
staff meeting to introduce a new product, a company
handbook explaining standard operating procedures around
an office or a press release distributed to the public. A
company can still present a formal action more casually, such
as through posts on their social media account.

Informal communication

Informal communication is any interaction outside of an

official communication structure. For example, two
employees having a conversation over lunch are participating
in informal discussions. Informal communication is a key
component of any company’s organized communication
structure.
When a staff member has a simple question, it is often more
efficient to ask another employee or their manager
informally, as opposed to following a formal procedure like
submitting a memo or support ticket.

2. Directional communication

When communicating within a company, the relative

status of the parties in the interaction affects the
dynamic of the communication.

Upward communication

Upward communication indicates how staff communicate

with higher-ranking officials, such as an employee speaking
with their manager. It’s important for employees to
understand the company’s policies on addressing senior staff,
and for the company to provide staff with methods of sharing
any concerns or suggestions they have with higher-ranking
members of the company.
Downward communication

Conversely, downward communication occurs when an

employee is communicating with staff below them in the
organizational structure. The goal of downward
communication is usually to ensure the best work ethic for
employees of every level, so it’s important that the manager
or senior official communicates respectfully with the
employees for whom they’re responsible.

Horizontal communication

Finally horizontal communication occurs between two

employees on the same level of the company hierarchy. This
if often the most common form f communication in a
business, with staff interacting with their peers and fellow
team members throughout the day. Communication
between staff members helps to build team morale, and it
makes employees feel more comfortable offering or
requesting help when needed.
 3. Oral vs. written

Whether a company shares information through text or

audio is an important consideration for any
organizational communication. While both written and
oral communication have their own diverse options,
such as the difference between a company memo vs. a
casual email between coworkers, or the difference
between a staff meeting or a public relations video, each
has some common key principles.

Oral communication

Oral communication gives you the opportunity to inflect

while you speak, which makes for more dynamic interactions.
With oral communication, however, it’s especially important
to make sure that the speaker communicates clearly to avoid
any miscommunication.
Written communication

When using written communication, the most important

distinction is the inability to present with tone. This can
remove some nuance or subtlety from communications,
making it more important that you choose your words
carefully. Written communication often benefits from
brevity, with shorter paragraphs and sentences better suited
to maintaining the reader’s interest.

4. Internal vs. external

The final consideration when communicating is whether you

want to deliver your message internally to company
employees or externally to the public.

Internal communication

Internal communication systems are integral to helping

employees interact as effectively as possible, and they may
also include more candid observations than public
messaging. This practice allows you to provide employees
with information without sharing any private or potentially
negative information.

External communication

Strong external communication is essential to building a

clientele and maintaining it. A Business may have more
stringent rules in place for external communication in order
to help them maintain a more positive public image.
Functions of Organizational Communication

Research tells us that poor communication is the most

frequently cited source of interpersonal conflict, it’s not
surprising, really. We spend about 70 percent of our waking
hours engaged in some sort of communication. Whether it’s
writing, reading, speaking, or listening, we’re participating in
the transference and understanding of meaning between
individuals. Those individuals who are good at
communicating are setting themselves up for success. Those
organizations that facilitate good communications-both
inside their walls and with their customers and community-
set themselves up for success as well.

In an organization, communication serves four purposes:

1. Control
2. Motivation
3. Information
4. Emotional Expression
 Control
Organizations have rules and processes that employees must
follow, communicated to workers to keep order and equity
operating within the system. For instance, if an individual has
a grievance about her job task, the organization might dictate
that the grievance first has to be addressed with a supervisor.
There’s an informal version of control within an organization,
too. A department member might be too eager to please the
boss, staying late and producing more than the others on his
team. The other team members might pick on that eager
individual, make fun of him, and very informally control that
person’s behavior.

Motivation

Goals, feedback and reinforcement are among those items

communicated to employees to improve performance and
stimulate motivation. Organizations are likely to exhibit a bit
of the ‘control’ aspect in communicating goals to individual
contributors, transferring information via a chain like the
management by objective process we discussed in an earlier
module. Feedback and reinforcement can also be a formal
controlled process but it can also occur in informal ways.
When a manager passes an individual, she might stop and
say, “Hey, I heard from Fred today about how well you did
present to this group. Great job! We’ll try to find other
opportunities for you to get in front of a crowd.” That would
be an informal version of feedback and reinforcement that
acts as a motivator.

Information

Organizations need to keep their employees informed of

their goals, industry information, preferred processes, new
developments and technology, etc., in order that they can do
their jobs correctly and efficiently. This information might
come to employees in format ways, via meetings with
managers, news and messaging via a centralized system, or it
could be informal, as when a team member on the assembly
line suggests a quicker way to approach a task and gets his
coworkers to adopt the method.

Emotional Expression

Communication is the means by which employees express

themselves, air their grievances, and interreact socially. For a
lot of employees, their employment is a primary source of
social interaction. The communication that goes on between
them is an important part of an organization and often sets
the culture of the organization.
There is not one function of organizational communication
that’s more important than another-an organization needs to
have all four of the functions operating well.
Process of Communication in an Organization!

Communication is the process containing three elements viz.

sender, message and receiver. These three elements are
essential to complete the communication process.

The working of communication process is shown in the

diagram below:

Feedback
Sender Prepares Action taken by
the message the Receiver

Encoding of
message

Transmission Receiver of the Decoding of

Method Oral or Medium
message message
Written

The following steps are involved for completion of

communication process:

1. Sender or communicator prepares the message neatly.

He is the source where message is generated. It is he
who starts the communication process.
2. The message is to be encoded symbolically which is to
be conveyed. This message is the idea came into the
mind of sender which he wanted to convey.
3. The message is to be transmitted through a method of
communication the choice of which is to be made. The
message may be transmitted orally face to face, through
messenger, through air or a written note in the form of
order, memo, leaflet etc. It is up to sender to make
appropriate choice.
4. Medium of communication includes telephone, internet,
through messenger, post, fax, e-mail, etc. The choice of
medium again depends on the sender.
5. Receiver or communicate is a person for whom message
was sent by the sender or communicator. Receiver after
receiving the message must understand it in proper
perspective then only the purpose of communication
will be fulfilled.
6. The receiver after decoding the message must act or
take action as per instructions contained in the message.
7. The last step is to take feedback. The feedback means
the sender should know whether the receiver has
received the message and understood it. The
confirmation regarding this is feedback. The positive
feedback is effective communication. With feedback the
communication process is complete.

Directions of Communication
Now we understand what communication is, and a
message is encoded by a sender, decoded by a receiver, all
while navigating noise and providing feedback.
Organizations communicate to ensure employees have the
necessary information to do their jobs, feel engaged, and
be productive.
Communication travels within an organization in three
different directions, and often the channels of
communication are prescribed by the direction in which
the communication is flowing. Let’s take a look at the
three different directions and types of communication
channels used.

Vertical Communication

Vertical communication can be broken down into two

categories:
Downward communication and upward communication.

Downward Communication
Downward communication is from the higher-ups of the
organization to employees lower in the organizational
hierarchy, in a downward direction. It might be a message
from the CEO and CFO to all of their subordinates, their
subordinates, and so on. It might be a sticky note on your
desk from your manager. Anything that travels from a
higher-ranking member or group of the organization to a
lower-ranking individual is considered downward
organizational communication.
Downward communication might be used to communicate
new organizational strategy, highlight tasks that need to
be completed, or they could even be a team meeting run
by the manager of that team. Appropriate channels for
these kinds of communication are verbal exchanges,
minutes and agendas of meetings, memos, emails, and
even intranet news stories.

Upward Communication

Upward communication flows upward from one group to

another is on a higher level on the organizational
hierarchy. Often, this type of communication provides
feedback to organizational leaders about current
problems, or even progress on goals.
It's probably not surprising that “verbal exchanges” are
less likely to be found as a common channel for this kind of
communication. It’s certainly fairly common between
managers and their direct subordinates, but less common
between a line worker and the CEO. However,
communication is facilities between the front lines and
senior leadership all the time. Channels for upward
communication include not only a town hall forum where
employees could air grievances, but also reports of
financial information, project reports, and more. This kind
of communication keeps managers informed about
company progress and how employees feel, and it often
provides managers with ideas for improvement.

Horizontal Communication

When communication takes place between people at the

same level of the organization, like between two
departments or between two peers. It’s called horizontal
(or lateral) communication. Communication taking place
between an organization and its vendors. Suppliers, and
clients can also be considered horizontal communication.
Even though vertical communication is very effective,
horizontal communication is still needed and encouraged,
because it saves time and can be more effective-imagine if
you had to talk to your supervisor every time you wanted
to check-in with a coworker! Additionally, horizontal
communication takes place even as vertical information is
imparted: a directive from the senior team permeates
through the organization, both by managers explaining the
information to their subordinates and by all of those
people discussing and sharing the information horizontally
with their peers.
Not all organization are set up to facilitate good horizontal
communication, though. An organization with a rigid,
bureaucratic structure-like a government organization-
communication everything based on chain of command,
and often horizontal communication is discouraged. Peer
sharing is limited. Conversely, an organic organization-
which features a loose structure and decentralized
decision making-would leverage and encourage horizontal
communication.

What is Lateral Communication?

Lateral communication is the sharing of information, ideas,

feelings, or concerns between peers within an organization
or same-level coworkers regarding their tasks.
Looking at the modern business environment, we can see
that small businesses and start-ups are major players in
the economy. Usually consisting of a small team and a flat
organizational structure, these companies are some of the
most successful in their industry.
 They are also a prime example of lateral communication,
mainly since working in small teams requires less time
spent on back-and-forth feedback and more time
dedicated to making things happen.
However, even if these organizations were among the firs
to highlight the importance of lateral communication in
the workplace, this doesn’t mean it’s only applicable or
important for this type of company.

What is Interpersonal Communication?

Interpersonal communication involves the information, ideas,

and feelings being exchanged verbally or non-verbally
between two or more involves hearing, seeing, and feeling
body language, facial expressions, and gestures.
In other terms, interpersonal communication is exchanging
information, meeting, feelings, and opinions between two or
more people via verbal and non-verbal means. Although we
mentioned “face-to-face” communication previously, today’s
technology compels us to expand its definition to include
media such as phone calls and online messaging.
What About Intrapersonal Communication?

You may have heard the term “intrapersonal

communication” and wondered if it’s related to interpersonal
communication. The words are opposite, actually. “Inter”
refers to dealings between people, groups, or other entities.
“Intra”, on the other hand, describes actions within a person
or a group. For example, an intranet is a private digital
network that exists solely within a company or organization.
Intrapersonal communication describes how we
communication with ourselves, including an accurate idea of
our perceptions, expectations, and concepts.

Types of Interpersonal Communication

The first step in answering “what is interpersonal

communication?” is breaking it down into four distinct types.

 Verbal: In other words, speaking. This term covers the

words you use, how persuasively you speak, the
languages you use, which words you emphasize, and
even the use of affirmative sounds and short phrases
like “Yup” or “Uh-huh”.
 Listening: You can make a good case for listening as the
most important interpersonal communication skill. It
covers the ability to listen attentively, whether you’re
 using your ears to listen “in-person” or some other
means, say, over the internet. Listening also includes
special techniques like reflection and clarification. The
best listeners are people who can focus their attention
on the speaker to make the latter feel like they’re the
sole and most important person in the room.
 The Written Word: Thanks to the internet age and
situations requiring isolation, good written
communication skills have become an asset. Whether
you’re on social media, in the workplace, or even texting
on your phone, you must know how to get your point
across in writing. This type includes emojis, grammar,
clarity, tone, and even punctuation. After all, there’s a
vast difference between “let’s eat, Grandma!” and “Let’s
eat Grandma!”
 Non-Verbal: This final type covers body language, facial
expressions, tone of voice, and gestures. Again, it’s
essential that the listener picks up and correctly
interprets non-verbal cues.

Styles of Communication

A communication style may be defined as a specialized set

of interpersonal behaviors which are used in a given
situation. Since communication is at the heart of effective
managerial functioning, it is imperative to identity and to
analyze the styles of communication which are used in an
organization. Four basic communication styles may be
characterized in the organizational situation in terms of
the communicator’s concern for self and concern for
others.

1. The Controller Style of Communication: In this style, the

manager has a high concern for himself and a low
concern for the person with whom he communicates:
he, therefor, represents an unbalanced exchange
relationship. In business organizations, the existence of
an unbalanced exchange, as in the controller style of
communication, causes strains in inter-personal
relationships. The production-oriented manager often
expects loyalty from workers in exchange for money. In
this case, there is usually a transaction from the critical
parent-ego state to the child-ego state with the life
position.
2. The Withdrawn Communication: In withdrawn
communication, there is the least amount of actual
communication, for it involves the avoidance fo
interaction. The communicator prefers to withdraw
because he neither wishes to influence others nor
wishes to be influenced.
The withdrawn communication has the least concern,
both for him and for others, and feel that other people
in the organization are not interested in them. They,
therefore, have a life position of “I am not O.K. You are
not O.K.” The withdrawn style is rarely effective in
communication, because it blocks interaction.
3. The Relinquisher Communication: Here the
communicator takes up a receptive rather than a
directive position and evinces interest in others. Here,
too, there is an unbalanced exchange, for the
relinquishing communicator tends to be passive in an
interchange. It is possible that, for a relinquishing
manager, his subordinates take the lead in decision-
making and discussion. The relinquishing manager has
the life position of “I am not O.K., You are O.K.”, which is
characteristic of the child. Being humble and unsure, the
relinquisher believes it has nothing worthwhile to
contribute.
4. The Develop Mentor Communication: The ideal type of
communication is, of course, that of the develop
mentor, which involves a high concern for both himself
and for others. The Develop Mentor is an adaptable
social type who can be a high or low participator in a
group, depending upon the situation. Since they have
the life position of “I am O.K.”, they neither feel it
necessary to constantly assert their competence, nor do
they refrain from leadership positions when the need
arises. The develop mentor-communicator understands
the need for a two-way communication by not assuming
that he is always right. He is the one who, unlike the
controller, allows the subordinate to make some
mistakes in the process of learning, and builds in him
self-confidence and esteem.
Supervisory Communication:

Supervisory Communication is an important dimension of

management communication for proper functioning of an
organization. It is mainly the supervisor who is constantly
in touch with the workers and, therefore, it is necessary
for him to acquaint himself with the importance of
communication and the principles to be followed for
effective communication. “Talking it over” is very
important to an employee. Employees have asserted that
where communication is lacking, frustration and
misunderstanding exist, and that this condition not only
reduces their productivity, but also has an adverse effect
on the total working of the establishment. Supervisors,
therefore, should always:
a) Discuss problems immediately with the subordinates:
b) Keep the discussion frank and open:
c) Choose a proper place:
d) Be fair and impartial: and
e) Develop good attitudes and maintain good relations.
Four aspects of interpersonal relationship influence
communication in organization:
1) The sender’s and receiver’s trust of each other:
2) The sender’s and receiver’s influence over each other:
3) The sender’s mobility aspirations: and
4) The norms and sanctions of the groups to which
sender and receiver belong. When people trust each
other, their communication tends to be more
accurate and open: when they distrust each other,
they are more likely to be secretive or hesitant to talk
openly.

Effective Communication

The key to effective communication is reception of messages.

It then implies that the transmission of message sent and
received does not presuppose that communication has
occurred. Only n receiving the intended message that one
can conclude that communication has occurred. The
touchstone of effective communication is hearing of the
meaning “intended” and to carry out the message. It then
appears that communication to be effective not only needs
the skill of self-expression but also the skill of effective
listening. Listening is more intricate and complicated than the
physical process of hearing. Effective listening habits prevent
misunderstanding and rumors. –
There are four factors affecting reception of messages:
1) Attention
2) Perception
3) Comprehension
4) Acceptance
Attention refers to situations when individuals become
voluntarily interested in the message. Once attention has
been drawn to the message, the perception of the same
begins. It means that the messages must be reconsider in an
unbiased manner. Comprehension is to understand the
message received. Acceptance of message results in effective
communication.
An effective communication serves several purposes, and
benefits an organization in many ways. First, it acts as a basic
foundation for management. Since communication provides
the key to facilitate the exchange of ideas, information as
well as meeting of minds, it can aptly be described as the
“ears and eyes” of the management.
Second, it plays a vital role in planning. The making of a plan
requires facts and figures which can only be made available
through effective communication. Third, it integrates the
formal organization structure and is responsible or holding
together the members of a primary social group. Fourth, it
also plays a pivotal role in national decision-making,
organizational control, as well as building and maintaining
employee morale.
The transformation of an organization is conditional on the
employees’ involvement with commitment, common goals
and shared purpose and vision. Communication as a
continuous process ensures this. The climate of
communication in an organization, therefore, needs constant
nurturing by a well-meaning and transparent management
that has the manifest image that it cares for its stakeholders.
In many organizations, communication occupies a central
place because the structure, extensiveness, and scope of the
organization are almost entirely determined by
communication techniques. It is said that communication
gives life-blood to an organization. If organization fail to
provide careful attention to communication, a defensive
climate prevails.