Communication

CHAPTER

8
Learning Objectives
In this chapter, you will understand:

 What is communication?
 Communication process.
 How managers influence others through
communication
 Organizational communication.
 Barriers to organizational communication.
 Communication in global organizations.
 8.1 What is Communication?

• Communication refers to the exchange of

information and ideas between two
parties.
• It is not limited to only verbal
communication but entails all forms of
communication including non-verbal.
• Communication can be broken down into
several phases linking the sender and
receiver.
 8.2 The Communication
Process
• Basically, there are six phases in the
communication process.

Sender has Sender Sender

an idea Encodes idea transmits

Receiver Receiver Receiver

gives decodes gets
feedback message message

Source: Adapted from Thill, JV and Bovee, CL (2005),

Excellence in Business Communication, 6th ed., New York: McGraw-Hill.
 8.3 Types of Communication

• 8.2.1 Interpersonal Communication

• 8.2.2 Formal and Informal Communication
• 8.2.3 Internal and External Communication
• 8.2.4 Non-verbal Communication
• 8.2.5 Active Listening
 8.4 Influencing Others
Through Communication
• Using communication wisely enable
managers to influence others to adopt their
suggested ideas.
• Managers need to know the importance of
listening, speaking and interpersonal
communication.
• Effective managers are able to use a wide
variety of media and strategies to
communicate.
• Informal listening, speaking and working in
groups are as important as writing formal
documents and giving oral presentations.
 8.4 Influencing Others Through
Communication (cont.)

 Networking is also another important part of an

individuals’ life to be successful.
 When managers learn to listen to their
employees, they will be able to act in
accordance and thus will eventually gain the
trust of these employees and it would be much
easier to work with these employees and gain
their support.
 8.5 Organizational
Communication
• Organizational communication flows
typically in three directions: downward,
upward and horizontally.
• It takes both the forms of formal and
informal communication.
 Formal communication: Flow within the chain of
command, and normally, follows the
organizational chart.
 Informal communication: Exists outside the
formally authorized channels and do not adhere
to organization’s hierarchy.
 8.5.1 Communication Flows in
Organizations
Downward
Upward Communication Communication
 Problems and exceptions
 Implementation of goals
 Suggestions for and strategies
improvement  Job instructions and
 Performance reports rationale
 Grievances and disputes  Procedures and practices
 Financial and accounting  Performance and feedback
 information  Indoctrination

 Horizontal Communication
 Intra-departmental problem solving
Coordinate  Interdepartmental coordination
 Change initiatives and improvements

Interpret Influence

Source: Adapted from Richard L Daft and Richard M Steers, Organizations: A Micro/Macro Approach, 538.
8.6 Communication Barriers
• The communication process is complete only
when the receiver receives and understands
the message.
• Anywhere along the process, the message
can be distorted due to the interruptions or
noise.
• These barriers include perceptual and
language differences, restrictive environment,
distractions, deceptive communication tactics
and information overload.
 8.6.1 Overcoming
Communication Barriers

• Adopt an audience-centered approach

• Foster an open communication climate
• Commit to ethical communication
• Create efficient messages
 8.7 Communicating During
Turbulent Times
• Communication becomes most critical
and will be the biggest challenge for
any managers during times of
turbulence.
• So how do managers of these
organizations handle situations such
as these?
 8.8 Building Trust

• To build trust, managers need to be

open by practising:
 Open communication
 Having dialogue sessions
 Welcoming feedback from employees as well
as the public
 8.9 Communication Strategies
in Global Organizations
• Open communication
• Dialogue
• Crisis communication
• Feedback
 8.9.1 Open Communication
• Open communication, according to Daft
(2006), means sharing all types of
information throughout the company,
across functional and hierarchical levels.
• Open communication helps break down
conventional hierarchical barriers to
communication and thus organization can
gain benefit from employees’ ideas.
 8.9.2 Dialogue
• One trend that is catching up all over the world is
having dialogue sessions between the top
management and the employees. Dialogue as Daft
(2006) explains, is a group communication process in
which people together create a stream of shared
meaning that enables them to understand each other
and share a view of the world.
• Dialogue is different from a discussion in the sense
that the intent of a discussion is to deliver one’s point
of view and persuade others to adopt it, while a
dialogue asks participants to suspend their
attachments to a particular point of view so that a
deeper understanding can take place within the group.
 8.9.3 Crisis Communication

• With the repeated occurrences of crisis in

organizations, managers should develop
skills on how to communicate in times of
crisis. Four skills required:
 Maintain your focus
 Be visible
 Tell the truth
 Communicate a vision for the future
 8.9.4 Feedback

• Feedback occurs when managers evaluate

employees and communicate back to help them
learn and improve in areas where they are
inadequate.
• Successful managers focus their feedback to help
individuals develop their capacities, and teach them
how to better reach organizational goals.
• By implementing the feedback system, employees
are able to learn from their mistakes and thus
improve their work.
 Review Questions
1. What is communication and describe the
communication process?
2. How do managers influence others through
communication?
3. What are the differences between formal and informal
communication?
4. What are the barriers to organizational
communication and how do you overcome these
barriers?
5. What is crisis communication?