Organizational

Communication

…the process by which a person, group, or

organization (SENDER) transmits some type of
information (MESSAGE) to another person,
group, or organization (RECEIVER)
 The Communication Process
Model
Source

Message Encoding
Feedback

Message Channel
Message

Receiver Message Decoding

 Barriers to Effective
Communication
 Filtering
 Refers to a sender manipulating information so that it will be seen more
favorably by the receiver.
 Selective Perception
 Receivers in the communication process selectively see and hear based on
their needs, motivations, experience, background, and other personal
characteristics.
 Defensiveness/Emotions
 When individuals interpret another’s message as threatening, they often
respond in ways that retard effective communication.
 Language
 Words mean different things to different people.
Cross-Cultural Communication
Game
 Divide
Cross-Cultural
Communication I
Effective communication is difficult under the best
of conditions. There are four specific problems
related to language difficulties in cross-cultural
communication.
 There are barriers caused by semantics.

 There are barriers caused by word connotations.

 There are barriers caused by tonal differences.

 There are barriers caused by differences among

perceptions.
 Cross-Cultural
Communications II

The following four rules can be helpful when

communicating with people from a different culture:
 Assume differences until similarity is proven.

 Emphasize description rather than interpretation or

evaluation.
 Practise empathy.

 Treat your interpretations as a working hypothesis.

Direction of Communication
 Downward
 Upward

 Lateral
Three Common Small-Group
Networks

Chain Wheel

All-Channel
Small Group Networks and
Effectiveness Criteria

Networks
Criteria Chain Wheel All-Channel

Speed Moderate Fast Fast

Accuracy High High Moderate

Emergence of Moderate High None

Leader

Member Moderate Low High

Satisfaction
 Hierarchy of Channel
Richness
Channel Type of Information
richness message medium
Richest Nonroutine, Face to face
ambiguous talk

Telephone

Computer

Memos’
letters

Flyers, bulletins
Leanest Routine, general reports
clear
Communication Barriers
Between Men and Women
 Men use talk to emphasize status, women use it to
create connection
 Women and men tend to approach points of conflict
differently
 Men and women view directness and indirectness
differently
 women interpret male directness as an assertion of status
and one-upmanship
 men interpret female indirectness as covert, sneaky, and
weak
 Men criticize women for apologizing, but women say
“I’m sorry” to express empathy
Effective Presentations
 Know Your Audience
 Know Your Material
 Keep the Expected Length
 Use Visual Aids
 Not too many
 Keep them simple
 Let audience read display
 Mix media used
 Follow Effective Format
 Introduction, body, conclusion.
Tips for Writing and
Sending E-mail
 Don’t write anything that you don’t want anyone
other than the intended receiver to see
 Be careful in addressing your e-mail—a simple typo
can send your e-mail to the wrong person
 Think about the e-mail you’re sending, and perhaps
wait an hour before you do send it off
 Be careful when forwarding e-mail that you are not
circulating something that is untrue
 Consider whether the originator of the message
would approve of your copying it to others, especially
co-workers and superiors