Line managers: managers who have direct authority

overpeople, decisions and resources within the

hierarchy of an organisation.

Staff managers: Staff managers who as specialists

provide support, information and assistance to line
managers. They do not have line authority over others.
Factors influencing organisational structure

Technologi
cal change
Corporative Corporat
objectives e culture

Need for
Rationalisatio
n
factors

Style of
management

Size
Effective communication: the
exchange of information between
people or groups, with feedback.
Key features of effective communication:
■ sender (or transmitter) of the message
■ clear message
■ appropriate medium (way in which the message is
sent)
■ receiver
■ feedback to confirm receipt and understanding.
Why is effective communication
important?
■ Staff motivation
■ The number and quality of ideas generated by the
staff.
■ Speed of decision-making
■ Speed of response to market changes
■ Reduces the risk of errors
■ Effective coordination between departments
Communication methods – the media
in communicating
Communication media: the methods used to
communicate a message are:

Oral communication

Written communication

Visual communication
 Oral Communication
Advantages Disadvantages

Immediate feedback Poor retention

Time savings No records
Economical
Misunderstanding
Personal touch
Secrecy
Unsuitable for lengthy
Powerful means of message
persuasion or motivation
A ‘Written Communication’ means the sending of

messages, orders or instructions in writing through

letters, circulars, manuals, reports, telegrams, office
memos, bulletins, etc.
Advantages of written communication
 It is suitable for long distance communication and repetitive
standing orders.
 It creates permanent record of evidence. It can be used for
future reference.
 It gives the receiver sufficient time to think, act and react.
 It can be used as legal document.
 It can be sent to many persons at a time.
 It is suitable for sending statistical data, chart, diagram,
pictures, etc.
 Uniformity in work procedure can be maintained through
written communication.
 It is easy to send unpleasant or bad news through written
communication
Disadvantages of written communication
 It is time-consuming. Composing a message in writing
takes much time.
 It is expensive not so much due to postal charges but in
terms of so many people spending so much of their
time.
 It cannot maintain strict secrecy.
 No scope for immediate clarification if not understood
properly.
 may be misinterpreted
It is less flexible and cannot be changed easily.
no body language
 IT/web based media (electronic Media)

Advantage Disadvantages

■ great speed ■ cannot always be received, e.g. poor

■ interactive Internet access
■ messages can be sent to many ■ relies on receiver responding and
people acknowledging
■ encourages response ■ expensive in hardware
■ overcomes global boundaries ■ risk of communication overload, e.g.
■ good image for external excessive emails
communication ■ security issues
■ diminishes interpersonal contact
Drawbacks of IT/web based media (electronic Media)

Require training for staff

Reduce social contact

No use of body language

Security issue

Inormation overload
Visual communication is the transmission of information and ideas using symbols and imagery. They can be used to accompany and
support oral, written or electronic communication .
Strength Weakness

• more interactive • needs close attention

• demands attention • sometimes too fast
• often easier to • not always clear
remember • interpretations by receivers can
• creates greater interest vary
• Expensive and time consuming
Factors influencing choice of
appropriate media
 The importance of a record of the message
 Need for discussion of message
 Cost
 Speed
 Amount of information to be communicated
 Need for Clarity
 Size and geographical spread of the business
Communication barriers: reasons why communication
fails.
1 Failure in one of the stages of the
communication process
Wrong medium.
 A misleading or an incomplete message
 If there is too much information
 If the channel of communication is too long
Too much technical language
Barriers to communication
2 Poor attitudes of either sender or receiver
 If the sender is not trusted by receiver
 Unmotivated receivers/sender
 Poor Intermediaries

3. Physical Barriers
 Too much Noise
 Too much geographical distance between sender and
receiver
 Poor equipment/services
Removing barriers for effective communication
1. Messages should be clear, concise and precise.
2 Keep the communication channel as short as possible.
3 Make sure that channels of communication are clear
to all involved.
4 Build in feedback mechanisms
5 Establish trust between senders and receivers
6 Appropriate physical conditions
Formal communication network
The Chain network
The vertical network
The wheel network
The circle network
The integrated or connected network
Chain network
Vertical Network
A

B C D E F
 Wheel Network

C D

B A

E
The circle network

A
E
B

D
C
Integrated network