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Topic: 4

Coordinating Office
Communication

Coordinating Office Communication

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Variables Affecting the Communication
Process
1. Nature of the message
2. Background of the sender
3. Background of the receiver
4. Relationship between a sender and a receiver
5. Time of the day
6. Unusual circumstances/times of those
communicating
Coordinating Office Communication
3
Elements of the Communication
Process

Noise Sender

Feedb Rece
ack iver

Ch Mess
annel age
Coordinating Office Communication
4 Sender – forms a message either by creating a
thought that he or she wishes to communicate
or by selecting an information to transmit.

Receiver – decodes the message upon

receiving it.

Feedback – enables the sender to determine

how much of the message was actually
received and how accurately the receiver
interpreted it.

Coordinating Office Communication

5 Message – is transmitted to the receiver by means
of different media. The sender can choose any
type of media, for example, face-to-face
communication, written documents, telephone
conversations and etc.

Channel – the medium used to transmit the

message, it can either be oral or written media.

Noise – is distraction, disruption or interference in

the communication process.

Coordinating Office Communication

6 It is a process that
involves translating the
Encoding thoughts or information
into words, signs or
symbols.
It appears when the
receiver interprets the
Decoding message and gives it
meaning from his or her
own perspective.

Coordinating Office Communication

 Communicating in the Office
7

Why do we communicate?
• To get something done. People in an authority
can command, instruct or request their subordinates
to carry out actions. If they did not communicate
their needs and requirements, nothing would get
done.
• Subordinates also need to communicate to get
things done, for example:
– To motivate employees to perform
– To understand verbal and nonverbal cues in their
work
– To call to action or to inform.
Coordinating Office Communication
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To Persuade

To
Inform To
Evaluate
PURPOSES OF
COMMUNICATION

To Meet Human
To & Cultural Needs
Instruct
Coordinating Office Communication
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Factors to Consider in Selecting Appropriate
Communication Channels

• Permanency of record
• Immediacy or speed of transmission.
• Need for evidence of understanding or feedback.
• Appropriateness to employee level.
• Nature of information to be transmitted – good news or bad
news.
• Formality – If the communication is formal, written
communication is more appropriate.
Coordinating Office Communication
10

Communication Flows

Horizontally
Upward (Laterally) Downward
Coordinating Office Communication
 1. Downward Communication
11
Administrative Office Management, 8/e©2005 Pearson Education, Inc.
by Zane QuiblePearson Prentice Hall
9Upper Saddle River, NJ 07458

Coordinating Office Communication

 a) Downward Communication
12

Flows vertically from the TOP of an

organization to one or more levels
BELOW.
It is commonly used by administrative office
managers to:
• Keep their subordinates informed.
• Give them job-related instructions.

• Provide subordinates with feedback

regarding their job performance.
Coordinating Office Communication
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b) Factors That Affect the Success
of Downward Communication

1. Appropriateness of communication
channel
2. Timing and clarity of the message
3. Attitudes of those involved in the
communication process

Coordinating Office Communication

 c) Purposes of Downward Communication
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 Job Instructions
 Job Rationale
 Procedures &
Practices
 Feedback
 Coaching

Coordinating Office Communication

 2. Upward Communication
15

Flows vertically from one level

in the organization to one or
more levels ABOVE

Coordinating Office Communication

16

It is used by employees to convey to their

supervisors their feelings, ideas, aspirations, and
attitudes

a. Upward
Communication

Coordinating Office Communication

b. Upward Communication channels are used in the office mainly:

i
To provide the OM or supervisor with feedback
indicating whether the messages transmitted
downward have been well received and understood.

To transmit information needed for higher level in

decision making.

To pass along suggestions for systems

improvements and changes in policies.

To give office employees an opportunity to ask

questions, to make complaints, and to express
satisfaction or dissatisfaction work related.
.
Coordinating Office Communication
8 e /e
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c. Variables That Affect the Success
of Upward Communication

1. The nature of the relationship between the

subordinate and manager.
2. The quality of the subordinate’s presentation
of the message.
3. The extent to which the content of the message
is positive or negative.
4. The timeliness of the message.
5. The extent to which the substance of the
message is useful.
Coordinating Office Communication
 d. PROBLEMS IN UPWARD COMMUNICATION

Unwillingness
19 or inability of supervisor to encourage feedback of
employees’ viewpoints and reactions.
Lack of empathy from supervisors or managers.

Inability of an organization to provide managers and supervisors

with an adequate understanding of the importance of
communication in developing a high level of communication
skills.

Supervisors may restrain complaints or block reports of

dissatisfaction from employees.

A supervisor
Administrative Office or manager
Management, 8/e may be a poor listener and hears only
©2005 Pearsonwhat
Education,
Inc.
he or she
by Zane wants to hear.
Quible Pearson Prentice Hall

Coordinating Office Communication

 e. Formal upward communication channels that
minimize upward communication problems
20
1. Employee Suggestion Systems
It is a channel of upward communication in which employees
offer ideas that result in cost reduction and eliminate
inefficiency and waste.
It is used as a means of building morale among office
workers.
Most employees are eligible to participate in the suggestion
system.
Employees are rewarded for each suggestion accepted and
implemented.

Coordinating Office Communication

2.21 Grievance-Handling Procedure
A grievance is an employee’s complaint about a work-
related matter.
Grievance-handling procedure is a channel in which
employees’ complaints can be officially investigated and
attended to.
The procedure assures the employees that their
complaints are attended to by the management.
The organization also recognizes that complaints do exist in
the office and that they should be considered as a normal
part of supervising office work.

Coordinating Office Communication

 3. Horizontal Communication
22

Administrative Office Management, 8/e©2005 Pearson Education, Inc.

by Zane QuiblePearson Prentice Hall
20Upper Saddle River, NJ 07458

Coordinating Office Communication

233a) Horizontal Communication

A flow between individuals of equal

hierarchical rank and is informal than either
downward or upward communication

Takes place between individuals of equal

hierarchical rank and is more informal than
either downward or up communication.

Coordinating Office Communication

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3b) Purposes of Horizontal Communication
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• Task Coordination
• Problem Solving
• Sharing
Information
• Conflict
Resolution
• Building Rapport

Coordinating Office Communication

25 c. Functions of Horizontal Communication

• It helps employees fulfill their socialization

needs.

• It helps employees and departments coordinate

their activities with one another.

• It helps others better understand individuals

and departmental responsibilities.
Coordinating Office Communication
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End of Topic 4

Coordinating Office Communication