Bus1.

1: Communication in an Organisation
 
LO1- Analyse communications
in organisations
AC1.1- Understand the importance of effective
communications in organisations.
What is communication ?

➢The word communication has originated from a

Latin word “Communes” which means something
common.
➢Communication is a process of exchanging
information, ideas, thoughts, feeling and emotions
through speech signals, writing or behavior. In
communication process, a sender encodes a
message and then using a medium and send it to
appropriate feedback using a medium
Communication is a series & experience of

Hearing
Smell

Seeing
Touch
Taste
 Most Common Ways to
Communicate
Speaking

Writing

Visual
Image

Body
Language
Communication
Goals To change behavior

To get action

To ensure understanding

To persuade
To get and give
information
 Communication
Process
Communication is the process of sending and receiving
information among people…

Feedback

receiver sender
Use of
channel to
transmit
SENDER the
RECEIVER
message

Noise
 is what ??

It is a process of exchanging –
❑Information
❑Ideas
❑Thoughts
❑Feelings
❑Emotions
Through –
❑Speech
❑Signals
❑Writing
❑Behavior
 What is organizational communication?

▪A program that focuses on general communication processes and dynamics within

organizations. Includes instruction in the development and maintenance of:

✓interpersonal group relations within organizations;

✓decision-making and conflict management;

✓power and politics within organizations;

✓and how communications socializes and supports employees and team

members.

(source: U. S. Department of Education)

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What is organizational communication?
Organization is an open system communication among
people within a specific context for the purpose of achieving
common goals through cooperative effort

Studying organizational communication

requires looking at how communication
processes contribute to the coordination of
behavior in working toward organization and
individual goals. (Miller:1995)

Organizational Communication is also defined as

“A program that focuses on general
communication processes and dynamics within
organizations”
 The organizational
communication process

Person A Person B
Noise

Sender Channel Receiver

Sender Receiver
1.Intended 3.Decoding
meaning Feedback 4.Perceived meaning
2.Encoding (2 way communication)
Sender
Receiver 5.Intended meaning
7.Decoding 6.Encoding
1
2 8.Perceived
Communication code scheme
Importance of communication

⚫Express thoughts, ideas and

feelings
⚫Creating awareness
⚫To fulfill a goal
⚫Avoid isolated
⚫Highlight issues
⚫Progress, development
⚫Educating the masses etc.
 Importance of organizational communication

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 The characteristic of
organizational communication

• System ( open and closed system)

• Input, throughout and output.
• The message becomes parts of the input for
additional communication activities.
• Communication system continuously cycle messages, ideas,
and information as they interact with the environment
• Communication attempts to share personal images of reality
through verbal and nonverbal behavior
AC1.2- Identify and explain
communication practices and systems that
allow organisation policy and procedures
to be understood and followed; and how
ideas, new initiatives and developments
can be shared.
What makes a good
communicator?

Clarity Adequacy

Integrity Timing
 Communication
Skills
Communication skills is the ability to use
language (receptive) and express
(expressive) information.

Effective communication skills are a critical

element in your career and personal lives.
How How do you develop How do you develop your
communication skills? Explore How do you develop
your communication skills? Explore the related skill
s
 General types of communication

Verbal Non - verbal

▪ Signals
▪ Symbols
▪ Body language

People communicate with each other in a number of ways that depend upon the
message and its context in which it is being sent.

Types of communication based on the communication channels used are –

❖Verbal Communication
❖Nonverbal Communication

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 Types of Organizational
Communication
➢ On the basis of organization relationship
▪
Formal and Informal
▪
On the basis of Flow
➢
Vertical Crosswise/Diagonal Horizontal
▪

▪
On the basis of Expression
Oral Written Gesture
 Communication Involves Three
Components

➢ Verbal Messages - the words we choose

➢ Paraverbal Messages - how we say the words

➢ Nonverbal Messages - our body language
These Three Components Are Used To
➢ Send Clear, Concise Messages
➢ Receive and Correctly Understand Messages Sent to
Us
 Paraverbal
Messages
Paraverbal communication refers to the
messages that we transmit through the tone,
pitch, and pacing of our voices.
 Verbal
▪ It refers to the form of communication in which message is
transmitted verbally.
▪ Communication is done by mouth and a piece of writing.
▪ In verbal communication remember the acronym “KISS”
(keep it short and simple).

Verbal Communication is divided into:

❑ Oral Communication
❑ Written Communication
SENDING MESSAGES
Effective Verbal Messages
➢ Are brief and organized
➢ Are free of jargon
➢ Do not create resistance in the listener

RECEIVING MESSAGES
Listening
➢ Requires concentration and energy
➢ Involves a psychological connection with the speaker
➢ Includes a desire and willingness to try and see things from
another's perspective
➢ Requires that we suspend judgment and evaluation
 Oral
➢ In oral communication, Spoken words are used.
➢ It includes face-to-face conversations, speech,
telephonic
conversation, video, radio, television, voice over
internet.
➢ Communication is influence by
pitch, volume, speed and clarity of speaking.

❑ Advantages –
It brings quick feedback.
In a face-to-face conversation, by reading facial
expression and body language one can guess
whether he/she should trust what’s being said or not.

❑ Disadvantages –
In face-to-face discussion, user is unable to deeply think
about what he is delivering, so this can be counted
as a fault.
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Written

➢ In written communication,
written signs or symbols are
used to communicate.
➢ In written communication
message can be transmitted via
email, letter, report, memo etc.
➢ Written Communication is most
common form of
communication being used in
business.
Written

❑ Advantages –
Messages can be edited and revised
Written communication provide record and
backup. A written message enables
receiver to fully understand it and send
appropriate feedback.

❑ Disadvantages –
Written communication doesn’t bring instant
feedback. It take more time in composing
a written message as compared to word-
of-mouth and number of people struggles
for writing ability.
Nonverbal Messages

Nonverbal messages are the primary way that

we communicate emotions

Facial Expression

Postures and Gestures

 Nonverbal
• Nonverbal communication is the sending
or receiving of wordless messages. Such as
gesture, body language, posture, tone of
voice or facial expressions, is called
nonverbal communication.
• Nonverbal communication is all about
the body language of speaker.

Nonverbal communication have the following

three elements –
• Appearance
Speaker –
clothing, hairstyle, neatness, use of cosmetics
Surrounding – room
size, lighting, decorations, furnishings
• Body Language
facial expressions, gestures, postures
• Sounds
Voice Tone, Volume, Speech rate
 Types of Non-verbal
communication
• KINESICS (BODY LANGUAGE)
⚫HAPTICS (TOUCH LANGUAGE)
⚫PROXEMICS ,(SPACE LANGUAGE)
⚫ARTIFACTS ENVIRONMENTAL
⚫CHRONEMICS (TIME LANGUAGE)
⚫SILENCE
⚫SIGN
⚫PARALANGUAGE\VOCALIC
 Types of Non-verbal
communication
⚫KINESICS (BODY LANGUAGE)
⚫FACIAL EXPRESSION
⚫HEAD
⚫EYE GAZE
⚫GESTURES
⚫POSTURES
⚫SHAPE OF BODY
⚫PERSONAL APPEARANCE ADORNMENT
FACIAL EXPRESSION

⚫Face is the index of mind.

Think how much
information can be
conveyed with a smile or a
frown. By facial
expressions we can show
or we can understand
happiness, sadness, anger
and fear and much more
HEAD

⚫If someone move his\her head up &

down it means he\she is agree with you
or saying yes and it also means
understanding and acknowledgement.
Sideways movement of head means no or
not understood. If a person bring his head
down and looking his feet or earth it is
the symbol of humility & modesty.
EYE GAZE

Looking at another person

can indicate a range of
emotions like anger, grudge
and danger, a dangerous
look can tell you someone is
unhappy and not
comfortable with
GESTURES & POSTURES
SHAPE OF BODY
PERSONAL APPEARANCE ADORNMENT

➢Appearance can
indicate our
profession
➢It shows your
nature, interest and
your taste
➢It can also point out
our religious and
cultural values
Haptics (Touch language)
Proxemics (Space language)
⚫To communicate while
keeping a distance is called
proxemics
⚫The amount of distance we
need and the amount of space
we perceive as belonging to
us is influenced by a number
of factors including social
norms, situational
factors, personality
characteristics and level of
familiarity
Signs
 Types of organizational communication

External communication Internal communication

▪ Covers interactions with those outside ▪ Communication within a company .
the organization. ▪ And can take many forms.
▪ This may be with the public,
employers, community organizations,
local authorities, job centers, careers
offices, funding bodies, specialist
agencies and other training providers.
Types of organizational communication (cont.)
Types of organizational communication (cont.)
Directional communication
▪ Upward and downward communication have the
following problems:
●
information overload

●
lack of openness
Withhold information even if sharing is important

●
Filtering
●
Some information is left out
●
Message can be distorted by adding personal interpretation

▪ Employee satisfaction with upward communication tends to be lower

than their satisfaction with downward communication. (Gibson
1985)
 UPWARD
To Superior

HORIZONTAL
OUTWARD
To Peers Managers To outside
Members of
stakeholders
Team
and
community

DOWNWARD
To
Subordinates
 Upward Communication
• from lower to higher levels of
the organization (such as
communication initiated by
subordinates with their
superiors).
• Types of messages:
performance on the job, job
related problems, fellow
employees and their problems,
subordinates perceptions of
org policies and practices,
tasks and procedures
 Downward Communication
• from upper to lower(such
as manager to employer or
superior to subordinate).
• Types of messages: Job
instructions, job rationales,
procedures and practices
information, feedback, and
indoctrination
 Horizontal
• Communication
Flow of messages
across functional areas
at a given level of an
organization (this
permits people at the
same level to
communicate directly).
• Type of messages:
facilitates problem
solving, info sharing
across different work
groups, task
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 Informal

• The ‘grapevine’ emerges from social

and personal interests of the
employees rather than formal
requirements of the organization.
 At
Last

Tips to good communication skills

➢ Maintain eye contact with the audience

➢ Body awareness
➢ Gestures and expressions
➢ Convey one's thoughts
➢ Practice effective communication skills
AC1.3- Evaluate how workforce
commitment to organisational change can
be achieved using different communication
practices.
 Communication & Change Management

Change can be an uncomfortable process for

employees and teams in any organisation. However, it
is possible to turn that discomfort into excitement
through effective planning, communication and
leadership.
 Communication Failures during Change

Here are some common communication failures to look out for:

•Communications professionals and leadership have a hard
time delivering tough messages.
•Messages aren't delivered at the right time.
•Messages aren't delivered in the right formats or through the
right mediums, so employees miss them entirely.
•Messages are inconsistent.
•Communications aren't delivered by the right people. For
example, a message is delivered by HR that would have been
better received if it had been sent by a member of the
leadership team.
Engage Employees throughout the change journey

Best-practice organizations use communication and

engagement tactics to create a sense of ownership and
overcome the common barriers to change that diffuse
momentum.

1- Awareness: During the awareness stage, employees should

be able to provide a comprehensive summary of the change.
2- Adoption: During the adoption stage, they should consistently
display the behaviors used in the new process.

To ensure adoption and move employees through the change

journey, an organization’s core and implementation teams need
to identify and address the common barriers to change through
aggressive communication and engagement tactics.
The objective of the change needs to be
clear to everyone. Internal communications
managers have a pivotal role in this.

Internal communications managers play

a critical role in change management. In
fact, successful organizational change
cannot happen without the right
communications
 Internal Communications

.
During times of change, communication should really ramp up.

Don't worry about over-communicating. It's much harder to over-

communicate than it is to under-communicate – and the consequences
of under-communicating are much more dangerous to organizations.

Internal communications get the word out. They guide employees

through change. They encourage people when times get tough. But
maybe more importantly, they nurture healthy conversation.

Internal communications build bridges between employees and

leaders.
 Steps to Employees Commitment During Change
There are five key lessons to be learned when using communications and engagement to
develop buy-in and overcome resistance:

1- Keep communications open and honest. Be transparent, even when conveying bad
news. Employees respect the honesty, and that in turn creates the trust necessary to
facilitate change.

2- Be deliberate about the purpose and target

of the communications. All information will
not be relevant to everyone within the
organization, and overcommunication can
result in people ignoring important
information.
 Steps to Employees Commitment During Change

3- Leverage peer catalysts. Identify and leverage centers of influence within the
organization who are natural change agents. These agents are not always managers. They
help communicate information and create buy-in from the bottom up.

4- Close the loop. Always provide updates on what is done with people’s questions or
feedback. This serves two purposes: It lets employees know the organization listens to
them and respects their thoughts, and it answers similar questions that other employees
have.

5- Engage employees in the process. Use interactive communication tactics such as focus
groups, social media, crowdsourcing, and employee-led training. This engagement
approach not only helps create buy-in but also allows the organization to tap into the
expertise and ideas of its employees for the transformation.
 Change Adoption

The organisation must first study the new idea or

initiatives.

Then establish the cycle or turnaround time, by which

the idea would sink in, with 100% of the employees
or stakeholders concerned. ( Assuming this
turnaround is 6 months.)
 Diffusion of Innovation Model

Diffusion of innovations is a theory that

seeks to explain how, why, and at what
rate new ideas and technology spread.
 Diffusion of Innovation Model

Month 1 : As per the Theory only 2.5%  of employee will embrace

the new idea within a month.
Month 2 : 13.5% more will adopt in the next month
Month 3 : 34% more will adopt in the following month
Month 4 : 34% more will be late but will up in the following month
Month 5 and Month 6: The final 16% will finally give in.
Considering the above pattern, the organisation should identify
employees likely to me a category, and should time program that
imparts the new idea in line with the pattern of adaptation of the
idea
 Communicating with Stakeholders

STEP 0
- Identify internal stakeholders (within the organization.)
These stakeholders may include functional managers,
operations personnel etc.
- These may include suppliers,  etc.
 Identifying Stakeholders

System 1: Mapping the Key stakeholders with the Area of  Work /Function (
Many- Many Map):
 
Feed the data of all the Stakeholders in an Excel Database. Later this database
will be used to retrieve Stakeholders, based on certain criteria using a filter of
the database. 
 
A) - To identify key stakeholders
Identify the Internal & External stakeholder’s to feed or update the data about
their:
·   Area of Work where the Stakeholder has  Concern and Interest
·   Level of Power yielded in the Area of Concern and Interest
·   Level of interest in the Area
 Key Messages

Develop a number of key messages that will help you and your team
deliver clear and consistent communication and help staff and
stakeholders understand and embrace the change. Keep each message
short and to the point.

•Key message 1: E.g. “This change will make us a paper-less

organisation which will mean more efficient process and less
environmental waste”
 Channels
What will be the best way to reach your key stakeholders? This could
include email, newsletters, posters, flyers, intranet, website etc.

•An intranet site with information about the change

•A letter from the CEO distributed to all relevant external stakeholders
AC1.4- Analyse communication barriers
and weaknesses and remedies to such
problems.
Barriers of
• 2. Perceptual barriers
• 1. Physical barriers
 • 3. Emotional barriers • 4. Cultural barriers

➢ Inattention
➢ Loss of transmission & poor retention
➢ Undue reliance on the written word
➢ Distrust of communication
➢ Failure to communicate
• 5. Language barriers • 6. Gender barriers
7. Interpersonal
barriers
 Semantic
Barriers
➢ Symbols with different meaning
➢ Badly expressed message
➢ Faulty translation
➢ Unclarified assumption
➢ Specialist’s language
 Organization
Barriers
➢ Organizational policy
➢ Organization rules & regulation
➢ Status relation
➢ Complexity in organization
 Personal
Barriers
➢Barriers in Superior
▪ Attitude of Superior
▪
Fear of challenge of authority
▪
Lack of time
▪
Lack of awareness
➢Barriers in Subordinates
▪ Unwillingness to communicate
▪ Lack of proper incentive
 More examples of Barriers to
communication
• Language
• Values and beliefs
• Sex/gender and age
• Economic status
• Educational level
• Physical barriers
• Attitude
• Timing
• Understanding of message
• Trust
 How to Overcome Barriers of

• Taking the receiver more seriously

• Crystal clear message
• Delivering messages skilfully
• Focusing on the receiver
• Using multiple channels to communicate instead of
relying on one channel
• Ensuring appropriate feedback
• Be aware of your own state of mind/emotions/attitude
Effective Communication

GATHER YOUR THOUGHTS

CHOOSE YOUR WORDS VOICE
MODULATION BODY LANGUAGE
LISTEN CONCENTRATE
EYE CONTACT POSTURES

SIMPLE OR FAMILIAR LANGUAGE

QUESTIONING SKILLS
Tools of effective

• Be Brief
• Manners
• Using “I”
• Be Positive
• Good listener
• Spice up your words
• Clarity
• Pronunciation
Effective Communication . . .

It is two way.
It involves active listening.
It reflects the accountability of speaker and
listener.
It utilizes feedback. It is free of stress.
It is clear.
LO2- Understand and develop personal
interpersonal communications
AC2.1- Explain interpersonal
communications and communication
styles.
 Levels of

Intra-personal communication

Intra-personal communication is a process in which people

communicate with themselves either consciously or unconsciously
 Intra-personal communication
• Intrapersonal Communication is
communication that occurs in your own mind. It
is the basis of your feelings, biases, prejudices,
and beliefs.
– Examples are when you make any kind of
decision – what to eat or wear. When you think
about something – what you want to do on the
weekend or when you think about another
person.
Inter-personal communication

Communication between two or more people called inter-personal

communication
• Interpersonal communication is the
communication between two people but can
involve more in informal conversations.
– Examples are when you are talking to your
friends. A teacher and student discussing an
assignment. A patient and a doctor discussing a
treatment. A manager and a potential employee
during an interview.
Group communication
• Small Group communication is communication within formal or informal
groups or teams. It is group interaction that results in decision making, problem
solving and discussion within an organization.
– Examples would be a group planning a surprise birthday party for someone. A
team working together on a project.
• One-to-group communication involves a speaker who seeks to inform,
persuade or motivate an audience.
– Examples are a teacher and a class of students. A preacher and a
congregation. A speaker and an assembly of people in the auditorium.
• Mass communication is the
electronic or print transmission
of messages to the general
public. Outlets called mass
media include things like
radio, television, film, and printed
materials designed to reach
large audiences.
– A television commercial. A magazine
article. Hearing a song on the radio.
Books, Newspapers, Billboards. The key is
that you are reaching a large amount of
people without it being face to face.
Feedback is generally delayed with
mass communication.
Extra-personal communication

Communication between human beings and nonhuman entities

Four styles of communication
• Aggressive: “I win, you lose” (aims to invade, control, take
advantage)
• Passive: “You lose, and it’s not my fault” (speaker allows others to
control with speaker’s consent).
• Passive-Aggressive: “You lose, but I win—but you don’t know I win”
(manipulate by using direct and dishonest messages)
• Assertive: “I win, you win” (expressing outwardly your thoughts,
feelings beliefs and being open and direct)

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 Communication Styles

Passive Assertive Aggressive

Can’t speak up Firm Loud
Don’t know my rights Direct Bossy
Get stepped on Honest Pushy
Meek Respect rights of others Dominating
Too accommodating Recognize the importance Intimidating
of having my needs & Violate others’ rights
Talks softly rights respected using power, position &
Gives “cold fish” Confident language
handshakes
Realize I have choices Must get my way
Don’t stand up for my
rights Effective communicator React instantly
Avoid conflicts Can express my needs Don’t care where or when
I “blast” someone
People take advantage Make good eye contact
of me Can be abusive
Speak with firm voice
Trouble saying “no,” Vise-like handshake
then I’m angry and I like to get even
resentful
 Passive Style: Summary

• Too intimidated to express thoughts and feelings

• Forfeits his/her rights or freedoms
• Gives in to demands so he/she will be accepted
• Avoid confrontation at any cost
• Often feels used and taken advantage of
• Driven by anxiety
 Assertive Style: Summary

• Recognizes and stands up for own rights while respecting

the dignity of others

• Focuses on specific issues and problems, without

belittling self or others

• Expresses opinion without violating others’ rights

• Minimizes opportunities to be
taken advantage of by others
 Assertive Style: Summary

• Open, tolerant, and considerate of other’s feelings

• Can overcome fear to confront issues that require resolutions

• Can communicate feelings of anger diplomatically, without putting

others on the defensive

• Intimidates others to gain control of their thoughts and actions

• Manipulates, accuses, fights

• Little or no regard for other’s feelings

• Driven by anger
 Passive-aggressiveness

• Hostility expressed through inaction;

inertia used as a weapon
• Silent treatment
• Dragging your feet
• Always being late
• Never saying what they want to do, then sulking about it
• Lame excuses

• Plausible deniability is key

AC2.2- Show awareness of personal
interpersonal communication skills and
provide evidence of your skills including
presentation style, meetings management
and networking.
Role of interpersonal Communication

● Employees at all levels spend majority of their day

communicating
● The major skill upon which employees depend is
communication
● Unless employees can communicate with their fellow
employees, boss and supervisors they are doomed to
failure as effective managers
● Whatever media used employees use 70-90% of their
waking hours communicating.
● Only too often People do not say what they mean
and do not mean what they say.
 Perceptions and Attitudes

WHAT WIFE SAYS TO THE HUSBAND

……….go to the store, lay down the mulch,
wash and wax the car, get the kids to school
rent some videos, and finish the rest of
dishes

What husbands hear

Go blah blah blah lay down blah blah
blah and
 Different Expectations

HOW DOES SALES THINKS

We need 10 more people It
will lead to greater sales
Hence greater profit.

HOW DOES HR THINKS

We need to cut sales staff by 10
It will reduce cost
Hence increase profit
● SOLUTION
Effective interpersonal communication
 Role of Perceptions In
Interpersonal Communication

● accurate self perception increases the likelihood of

accurate interpersonal communication.

● realistic perception of others is a key element in

solving problems jointly and working with others.
Interpersonal Communication

is an art rather than a science

Nine Behavioral Skills

1.Eye communication
2.Posture and movement
3.Gestures and facial expressions
4.Dress and appearance
5.Voice and vocal variety
6.Language and pauses
7.Listener involvement
8.Humor
9.Natural self
Eye Communication

Look sincerely with other person

• Intimacy, Intimidation and Involvement
• Five seconds for more effectiveness

Posture and Movement

• Stand tall
• Use your own style
Gestures and Facial Expressions

Learn to be relaxed and natural when you speak

• Find out own habit

• Find out own nervous gestures

• Do not over-exaggerate

• Smile, and Remember personality factor

Dress and Appearance
• Be appropriate

• Dress at conscious level

• Dressing means a lot to audience

• Pick few people to know well

• Nobody will tell you, and

• Pick new outfit, try a new look

Voice and Vocal Varity

Use voice as effective tool, not a barrier

• Now it is time to change, and
• Record yourself
A single change in variation may change the
meaning
Example:
I was born in Pakistan
➢You were born somewhere else
I was born in Pakistan
➢How dare you imply that I wasn’t?
I was born in Pakistan
➢I’m a native – not a newcomer
I was born in Pakistan
➢Not outside Pakistan
I was born in Pakistan
➢Not in New Zealand
Language and Pauses

Use appropriate and clear language with

planned pauses

• Use direct language

• Vocabulary increases with use

• Beware of Jargon, and

• Pause- an important tool

Listener Involvement

•Maintain active interest

•Involve each person
•Enhance your style
•Engage in interaction, and
•Plan contents ahead
Humor

• Create a bond with listeners

• Enable them to enjoy listening

• Don’t tell jokes

• Do tell stories, and

• Be aware of feedback
Natural Self

• Be authentic

• Understand your strength

• Convert your weaknesses into assets

• Learn like a juggler, and

• Communication is a lifelong process

 Building Interpersonal Skills

● Apologizing seriously in case of mistakes

● Keeping commitments .

● Attending to little things.

● Engaging mind before mouth.

● Criticizing action behavior instead of personality.

AC2.3- Apply approaches to improve
personal communication style.
 Ten Commandments

● Smile always.
● Be appreciative.
● Be polite
● Pay attention.
● Practice active listening.
● Bringing people together.
● Resolve conflicts.
● Communicate clearly using simple language.
● Step in others shoes.
● Avoid complaining.
References
▪ http://ezinearticles.com/?6-Powerful-Ways-to-Solve-Communication-Problems-at-W

▪ http://managementhelp.org/mrktng/org_cmm.htm

▪ http://performance-appraisals.org/Bacalsappraisalarticles/articles/comstrat.htm

▪ http://www.internalcommshub.com/open/news/turnover.shtml

▪ http://www.youtube.com/watch?v=j4JOjcDFtBE

▪ http://content.authorstream.com/ppt/177900_633758259289737500.pptx

▪ http://dc118.4shared.com/download/117379210/99b08e58/Organizational_Commu
▪ Work place communication text book, by Simon Thompson & Melanie Bhagat, ISB