COMMUNICATION IN AN

ORGANIZATION

1
 MOST COMMON WAYS TO
COMMUNICATE
Speaking

Writing

Visual
Image

Body
Language

2
 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
3
 IS WHAT ??

It is a process of exchanging –
Information
Ideas
Thoughts
Feelings
Emotions
 Through –
Speech
Signals
Writing
Behavior
4
 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 socialize members
(source: U. S. Department of Education)

5 5
 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
6 6
8.Perceived
COMMUNICATION CODE
SCHEME

7
 IMPORTANCE OF
COMMUNICATION
 Express thoughts, ideas and
feelings
 Creating awareness
 To fulfill a goal
 Avoid isolated
 Highlight issues
 Progress, development
 Educating the masses etc.

8
 IMPORTANCE OF ORGANIZATIONAL
COMMUNICATION

9
9
 THE CHARACTERISTIC OF
ORGANIZATIONAL COMMUNICATION

 System ( open and closed system)

 Input, throughput and output.
 The message becomes part of the input for
 additional communication activities.
 Communication systems continuously cycle messages, ideas,
and information as they interact with the environment
 Communication attempts to share personal images of reality
through verbal and nonverbal behaviour

10
What makes a good communicator?

Clarity Adequacy

Integrity Timing

11
 TYPES OF ORGANIZATIONAL
Based on COMMUNICATION
organizational relationship
 Formal
 Informal
Based on Flow
 Vertical
 Crosswise/Diagonal
 Horizontal
Based on Expression
 Oral
 Written
 Gesture
12
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

13
 PARAVERBAL
MESSAGES
Paraverbal communication refers to the
messages we transmit through our voices'
tone, pitch, and pacing.

14
 VERBA
L
 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

15
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

16
 ORAL
 In oral communication, Spoken words are used.
 It includes face-to-face conversations, speech,
telephonic
 conversations, video, radio, television, and voice
over the internet.
 Communication is influenced by
 pitch, volume, speed and clarity of speaking.

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

Disadvantages –
In face-to-face discussion, the user cannot think deeply
about what he is delivering, which can be considered
a fault. 17
1
7
WRITTEN

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

18
WRITTEN

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

Disadvantages –
Written communication doesn’t bring instant
feedback. It takes more time to compose
a written message than word-of-mouth,
and several people struggle with writing
ability. 19
 NONVERBAL MESSAGES

Nonverbal messages are the primary way that

we communicate emotions

Facial Expression

Postures and Gestures 20

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

Nonverbal communication has 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 21
 TYPES OF NON-VERBAL
COMMUNICATION
 KINESICS (B ODY LANGUAGE)
 HAPTICS (TOUCH LANGUAGE)
 PROXEMICS ,(SPACE LANGUAGE)
 ARTIFACTS ENVIRONMENTAL
 CHRONEMICS (TIME LANGUAGE)
 SILENCE
 SIGN
 PARALANGUAGE\VOCALIC

22
 TYPES OF NON-VERBAL
COMMUNICATION

KINESICS (BODY LANGUAGE)

 FACIAL EXPRESSION
 HEAD
 EYE GAZE
 GESTURES
 POSTURES
 SHAPE OF BODY
 PERSONAL APPEARANCE ADORNMENT
23
FACIAL EXPRESSION

The face is the index of the

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

24
HEAD

If someone moves his\her head up & down,

it means he\she is agreed with you or says
yes, and it also means understanding and
acknowledgement. Sideways movement of
the chief means no or not understood. If a
person brings his head down and looking
his feet or the earth, it is the symbol of
humility & modesty.

25
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

26
GESTURES & POSTURES

27
SHAPE OF BODY

28
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
29
HAPTICS (TOUCH
LANGUAGE)

30
 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 31
SIGNS

32
 TYPES OF ORGANIZATIONAL
COMMUNICATION

External communication Internal communication

 Covers interactions with those  Communication within a
outside the organization. company
 This may be with the public,  And can take many forms.
employers, community
organizations, local authorities,
job centers, careers offices,
funding bodies, specialist
agencies and other training
providers.

33
TYPES OF ORGANIZATIONAL
COMMUNICATION (CONT.)

34
 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)

35
 UPWARD
TO SUPERIOR

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

DOWNWARD
To
Subordinates
36
 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
37
 DOWNWARD
COMMUNICATION
 from upper to lower(such as
manager to the employer or
superior to subordinate).
 Types of messages: Job
instructions, job rationales,
procedures and practices
information, feedback, and
indoctrination

38
 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
16 39
 INFORM
AL
• The ‘grapevine’ emerges from the
social and personal interests of the
employees rather than the formal
requirements of the organization.

40
 At
Last

TIPS TO GOOD COMMUNICATION

SKILLS
 Maintain eye contact with the audience
 Body awareness
 Gestures and expressions
 Convey one's thoughts
 Practice practical communication skills

41
Evaluate how workforce commitment to
organizational change can be achieved
using different communication practices.

42
 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
suitable mediums, so employees miss them entirely.
 Messages are inconsistent.
 The right people don't deliver communications. For example,
a message is delivered by HR that would have been better
received if a leadership team member had sent it.

43
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 behaviours used in the new
process.

To ensure adoption and move employees through the change

journey, an organization’s core and implementation teams must
identify and address the common barriers to change through
aggressive communication and engagement tactics.
44
 INTERNAL COMMUNICATIONS

During times of change, communication should ramp up.

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

communicate than 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
more importantly, they nurture healthy conversation.

Internal communications build bridges between employees and

leaders.

45
 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 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.

46
 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.

47
BARRIERS
OF

48
• 2. Perceptual barriers
• 1. Physical barriers

49
 • 3. Emotional barriers • 4. Cultural barriers

➢ Inattention
➢ Loss of transmission & poor retention
➢ Undue reliance on the written word
➢ Distrust of communication
50
➢ Failure to communicate
• 5. Language barriers • 6. Gender barriers

51
7. INTERPERSONAL BARRIERS

52
 SEMANTIC
BARRIERS
 Symbols with different meanings
 Badly expressed message
 Faulty translation
 Unclarified assumption
 Specialist’s language

53
 ORGANIZATION
BARRIERS
 Organizational policy
 Organization rules &
regulation
 Status relation
 Complexity in the organization

54
 PERSONAL
BARRIERS
Barriers in Superior
 Attitude of Superior
 Fear of challenges of authority
 Lack of time
 Lack of awareness

Barriers in Subordinates
 Unwillingness to communicate
 Lack of proper incentive
55
 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

56
 HOW TO OVERCOME
BARRIERS OF
 Taking the receiver more seriously
 Crystal clear message
 Delivering messages skillfully
 Focusing on the receiver
 Using multiple channels to communicate instead of
relying on one channel
 Ensuring appropriate feedback
 Be aware of your state of mind/emotions/attitude

57
 EFFECTIVE
COMMUNICATION
 GATHER YOUR THOUGHTS
 CHOOSE YOUR WORDS
 VOICE MODULATION
 BODY LANGUAGE
 LISTEN TO CONCENTRATE
 EYE CONTACT POSTURES

 SIMPLE OR FAMILIAR LANGUAGE

 QUESTIONING SKILLS

58
TOOLS OF
EFFECTIVE
 Be Brief
 Manners
 Using “I”
 Be Positive
 Good listener
 Spice up your words
 Clarity
 Pronunciation

59
 EFFECTIVE
COMMUNICATION . . .
 It is two-way.
 It involves active listening.
 It reflects the accountability of the speaker
and listener.
 It utilizes feedback.
 It is free of stress.
 It is clear.

60
 LEVELS OF
INTRA-PERSONAL COMMUNICATION

Intra-personal communication is a process in which people

communicate with themselves either consciously or unconsciously

61
 INTRA-PERSONAL
• Intrapersonal
COMMUNICATION
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.

62
INTER-PERSONAL
COMMUNICATION

Communication between two or more people called inter-personal

communication

63
• 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 examining a
treatment. A manager and a potential employee
during an interview.

64
 GROUP
COMMUNICATION

65
• 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.

66
• 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.

67
• Mass communication is the
electronic or print transmission
of messages to the general
public. Mass media outlets
include 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 many people
without it being face-to-face. Feedback
is generally delayed with mass
communication.

68
XTRA-PERSONAL COMMUNICATIO

Communication between human beings and nonhuman entities

69
FOUR STYLES OF
COMMUNICATION
 Aggressive: “I win, you lose” (aims
advantage)
to invade, control, take

 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)

70 70
 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  Dominating
others  Intimidating
 Too accommodating
 Recognize the  Violate others’ rights
 Talks softly importance of having using power, position
 Gives “cold fish” my needs & rights & language
handshakes respected
 Must get my way
 Don’t stand up for  Confident
my rights  React instantly
 Realize I have choices
 Avoid conflicts  Don’t care where or
 Effective communicator when I “blast”
 People take  Can express my needs someone
advantage of me
 Make good eye contact  Can be abusive
 Trouble saying “no,”
then I’m angry and  Speak with firm voice  Vise-like handshake
resentful  I like to get even 71
 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

72
 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

Express' opinion without violating others’ rights

Minimizes opportunities to be
taken advantage of by others

73
 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, and fights

Little or no regard for other’s feelings

Driven by anger

74
 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

75
 ROLE OF INTERPERSONAL
 COMMUNICATION
Employees at all levels spend the majority of their
day communicating
 The primary 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.

76
 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 the
dishes
What husbands hear
Go blah blah blah lay down blah blah
blah and
Blah blah blah, get blah blah blahs
some blah blah blah rest. 77
 DIFFERENT EXPECTATIONS

HOW DO SALES THINK

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

HOW DOES HR THINK

We need to cut sales staff by 10 It
will reduce the cost
Hence increase profit
78
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

79
DRESS AND APPEARANCE
 Be appropriate

 Dress at a conscious level

 Dressing means a lot to the audience

 Pick a few people to know well

 Nobody will tell you, and

 Pick new outfit, try a new look

80
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 Montreal
➢You were born somewhere else
I was born in Montreal
➢How dare you imply that I wasn’t?
I was born in Montreal
➢I’m a native – not a newcomer
I was born in Montreal
➢Not outside Montreal
I was born in Montreal
➢Not in New Zealand
81
LANGUAGE AND PAUSES
Use appropriate and clear language with
planned pauses

 Use direct language

 Vocabulary increases with the use

 Beware of Jargon, and

 Pause- an important tool

82
LISTENER INVOLVEMENT
Maintain an active interest
Involve each person
Enhance your style
Engage in interaction, and
Plan contents ahead

83
HUMOR
 Create a bond with listeners

 Enable them to enjoy listening

 Don’t tell jokes

 Do tell stories, and

 Be aware of feedback

84
NATURAL SELF
 Be authentic

 Understand your strength

 Convert your weaknesses into assets

 Learn like a juggler, and

 Communication is a lifelong process

85
 BUILDING INTERPERSONAL
SKILLS
 Apologizing seriously in case of mistakes

 Keeping commitments.

 Attending to little things.

 Engaging the mind before the mouth.

 Criticizing action behavior instead of personality.

86
 TEN COMMANDMENTS

 Smile always.
 Be appreciative.
 Be polite
 Pay attention.
 Practice active listening.
 Bringing people together.
 Resolve conflicts.
 Communicate using simple language.
 Step in others’ shoes.
 Avoid complaining.
87
 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

88