LESSON 4

COMMUNICATION
• Communication applies to all management
functions and its general purpose for the
organization to bring positive changes that
influences activities leading to the firm’s welfare.

• The communication process starts with the

sender who has an idea or a message, which is
then transmitted through a selected channel to
the receiver who in turn has to be ready for the
receptions of the message, so that it could be
decoded into thoughts.
 Types of Communication
• Communication may be verbal (through the
use of oral and written words) or non-
verbal(through body movements, gestures,
facial expressions, eye contact, and by
touching).
Direction and Flow of Communication
• Communication flows in different directions
within an organizations. Communication may be
vertical, upward, downward, horizontal/lateral, or
diagonal.
• Vertical communication involves communication
flow between people belonging to different
organizational levels.
• Upward communication is the flow of
information from an employee who belongs to a
lower hierarchical level to the boss/manager who
belongs to a higher hierarchical level.
Vertical Communication Upward Communication
• Downward communication is the flow of
information from the manager who belongs to
a higher hierarchical levels.
• Horizontal communication takes place among
employees belonging to the same hierarchical
levels.
• Diagonal communication entails
communicating with someone or others who
belong to different department/units and
different hierarchical levels.
Downward Communication Horizontal Communication
 Communication Networks in
Organizations
• Communication networks are varied patterns of
combined horizontal and vertical flows of
organizational communication. Types of
communication networks include the ff.

• Chain network- where communication flows according

to the usual formal chain of command, downward and
upward.
• Wheel network- where communication flows between
a leader and other members of their group/team.
• All channel network- where communication flows
freely among all members of a team.
 Barriers to Communication
• These barriers include filtering, emotions, information overload,
defensiveness, language and national culture.

• Filtering- the shaping of information communicated in order to

make it look good or advantageous to the receiver.
For example, a sales agent may report to his manager the big amount
of sales that he was able to make with one of their costumers, but fails
to report the complaints he received from other costumers, regarding
their products.

• Emotions- the interpretation of communications which may be

influenced by extreme emotions felt by the receiver.
For example, a manager who is in a very bad mood and receives good
news may not see the positive aspect of it because his rational thinking
process is affected by his emotional judgment.
• Information overload- another barrier to good communication
since there are too many pieces of information received by an
individual may have a negative effect on a person’s processing
capacity.
For example, the hundreds of job applications received by human
resource managers through e-mail may be too many for the to read
fully and respond to accurately.
• Defensiveness- the act of self protection when people are
threatened by something or someone.
• Language- could also hamper good commucations because words
used may have different meanings to different people belonging to
different age, educational background, or cultural group.
For example, the word ‘hello’ may just be an ordinary greeting to the
older members of an organization; but the same word, ‘hello’ may
have a negative connotation to the younger group of employees
depending on the context.
• National culture- just like language the prevailing national culture
may also cause problems in communication among members of an
organizations, especially if it is multinational company.
 Overcoming Communication Barriers
To avoid conflicts resulting from communications problems managers
try to overcome communication barriers though the following;

• Using feedback- this is usually done by asking questions about a

memo sent to subordinates or by asking them to give their
comments or suggestions.
• Using simple language- this is done by avoiding uncommon terms
and flowery words that may just cause misinterpretation. Language
used must fit the level of understanding of the intended recipients
of the communication.
• Active listening- this means listening well in order to grasp the full
meaning of the communication. Hearing without giving full
attention to what others seek to communicate usually results in
misinterpretations and communication distortions.
• Controlling emotions- this is another method
of overcoming communication
misinterpretation. When the receiver is
affected by extreme anger his interpretation
of a message received may not be accurate.
• Observing body language- this is also
influence how communication is interpreted.
Actions of the message receiver, like throwing
away a letter delivered to him, betrays his
negative feelings regarding its message even is
he says ‘yes’ or ‘okay’ to what is requested.