Communication systems

Organizational CommunicationOrganizational Communication

• The most important component of leadership/management process in any organization is communication.

• It is an exchange of information that takes place on several levels and is constantly occurring.

Organizational Communication Objectives

• An open communication climate. • Accurate information.• Competition and cooperation rather than

conflict.

communication dimensions

• Communication is usually described along a few major dimensions:

1. Content (what type of things are communicated)2. Source; Sender/Encoder (by whom) 3. Form (in which form) 4. Channel (through which medium) 5. Receiver/Target/Decoder (to whom)

The Communication Process

Thought: First, information exists in the mind of the sender. This can be a concept, idea, information, or feelings.

Encoding: Next, a message is sent to a receiver in words or other symbols.

Decoding: lastly, the receiver translates the words or symbols into a concept or information that he or she can understand.

Forms of Organizational Communication

• Formal CommunicationFormal Communication

• Informal CommunicationInformal Communication

Formal communication “the official”

• This type is established by management and formally pictured in the charts of the organization.

• - It is a line of communication for the transmission of official message and information within or outside the organization.

Informal communication Informal communication “the grapevine”“the grapevine”

•Does not not follow formally delegated lines of authorities and responsibilities.•It is a powerfulpowerful and purposeful,purposeful, effective tool of good administrative practice.•It is considered as a mean of understanding public’s understanding public’s opinion and moraleopinion and morale in the organization.•An intelligent manager can make use of grapevine for spreading information informally

Channels of communication in the organization

HorizontalHorizontal

Diagonal

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Downward Communication.• Downward communication : Formal communication

consists of messages sent from superiors to subordinates.

1. Instructions or directions concerning job-performance.2. Information about organizational procedures and

policies 3. Feedback to the subordinates concerning job

performance 4. Information to assist in of work tasks. Low employee satisfaction Downward communication is limited.

• Downward communication must accomplish the following:

• Demonstrate empathy .• Be accurate • Be definite. • Consider selective perception. • Provide for feedback • Avoid message overload

Upward communication.• Upward communication : the flow of messages

from the lower levels of the organization to the upper levels.

• It most consists of information such as feedback of lower-level operations (reports of production).

• Upward is important work-related decisions. • Upward communication involves complaints and

suggestions for improvement .• High employees satisfaction

• Successful upward communication requires the following:

• Frequent face-to-face contact • Recognition of and rewards for accomplishment • The ability to listen • Action.

Lateral communication Lateral communication This is the flow of

communication between people who are on the same level in an organization.

It requires co-workers co-ordination to accomplish a goal.

Lateral communication can also occur between two or more departments in an organization.

Lateral communication helps develop interpersonal relationships.

Lateral communication

• Lateral communication has three formal functions:

a) Coordination. b) Problem solving. c) Conflict resolution • Lateral communication tends to be faster,

more accurate, and less threatening than vertical communication.

Diagonal communication

• It occurs between individual or departments that are not in the same level of the hierarchy.

• informal

The “Chain” Communication Structure

The “Circle” Communication Structure

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Criteria Chain Wheel All channel

Speed Moderate Fast Fast

Accuracy High High Moderate

Emergence of a leader

Moderate High None

Member satisfaction

Moderate Low High

Barriers to CommunicationCulture, background, and bias NoiseOurselvesPerceptionMessageEnvironmentStressGender differences

Assertiveness• Assertive style of behavior is to interact

with people while standing up for your rights

• Assertive people: Assertive people have the following characteristics

• They feel free to express their feelings.• They know their rights. • They have control over their anger.

Measures to improve communication

• Clarify ideas before attempting to communicate, i.e. be sure of what you wish to communicate.

• Examine the purpose of communication, i.e. be quite clear about the purpose and objective of what you want to accomplish.

• Provide right climate, i.e. remove organizational blocks and other communication barriers, and select the right physical setting.

• Be clear in the use of language.• Use adequate medium, i.e. select oral, written or visual

medium that you consider most effective for achieving your communication objectives

Measures to improve communication

• Watch carefully the tone of your voice.• Remember that communication is a two-way, i.e. be

sure the message is received and understood by the receiver.

• Be sure your actions do not contradict your communication.

• Be a good listener.• Provide climate of trust and confidence.• Feedback to be sure that what has been communicated

has been properly understood by the receiver.