EFFECTIVE COMMUNICATION AT WORKPLACE

YOGESH J

ANIL R

SHAILESH PVIJAYLAXMI S

YOGESH U

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Communication Flows in an Organization

Internal Downward Upward Lateral Diagonal

External

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Downward communication

Higher designation to lower designation.

Ex. Boss ordered his worker, via emails & performance reviews.

Shareholders instruct management.

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Purpose

Sharing Business Goals Providing feedback on employees performance Giving job instructions Communicating the organizations mission & vision

to the employees. Highlighting the areas of attention.

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Information moves downward

Boss

Issue a memo to late-commer’s

Memo is issue to defaulters

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Error-free downward communication

Specify communication objective Ensure that the message is accurate, specific &

unambiguous. Utilize the best communication technique to convey

the message to the receiver in right form

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Upward communication.

Lower designation to higher designation.

Ex. Worker request to his boss.

Purpose Productivity Feedback Promotion Considerations

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Lateral

Communication that takes place at same levels of hierarchy in an organization.

Types. Horizontal: between same level department.  Vertical : between bosses and their employees

(higher and lower levels) 

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It is time Saving It Facilities co-ordination of the task. It Facilities Co-ordination among team members It Provides emotional & social assistance to the

organizational members. It help in solving Various Organizational problem It can also be used for resolving conflicts of a

department with other department or conflicts within a department.

Purpose

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Diagonal communication.

The path is mixture of vertical and horizontal movement.

In large communications various departments need communication support from each other.

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The Grapevine

Also called as “backbiting” or “backstabbing”.

Colleague/Employee acts like a friend in public but badmouth you in private.

Grapevine communication is the informal communication network within an organization.

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External Communication

Communication that takes place between a manager & external groups.

Such as-suppliers, vendors, banks, FI etc. For eg.:- To raise capital the Managing director would

interact with the Bank Manager.

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TYPES OF TYPES OF COMMUNICATIONCOMMUNICATION

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Communication Types

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Verbal communication

Exchange of thoughts or information between two or more people

Effective communication relies on the words used to communicate the message.

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Types of verbal communication

Oral communication

Face to face, Meetings, Interviews,

Phone calls, Training, Voice mail

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Types of verbal communication (cntd)

Written communication

Letters Memos Reports E-mail

Resumes Job applications, Notice board

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Non-verbal communication

Messages without words or silent messages (posture, facial expressions, voicetone, gestures, appearances, eye contact.

Includes all unwritten & unspoken messages, both intentional & unintentional

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Face to Face Communication

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Factual Data

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Good communication Requirements

Clarity

Integrity Timing

Adequacy

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Why it is necessary?

To control To motivate To balance the needs & goals To inform

Within the organisation Between organisations

To direct To evaluate

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Balancing Needs & Goals

Organisational Goals Profit Return on investments Employee efficiency Quality goods & services Competitiveness Low absenteeism

Individual Goals Good pay Job security Fringe benefits Scope for initiative &

achievement Challenge Satisfaction

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Problems Solutions

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Relevant Employees are not informed/updated Employees Not Receiving Timely Messages

Method need to devised for informing relevant employees, minutes of briefing need to be circulated on regular interval.

Disbursement medium of information is not specific – select relevant medium for communicating with masses.

Expectations are not clear S e t t i n g C l e a r Expectations

No transparency in terms communication maintain transparency in acting with employees Plan for the future is not known/disclosed – discuss plan

Problems Solutions (cntd)

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Language Problems Affect Communication – Message should be communicated in properly, and acknowledged with employees.

Poor Listening Skills – Let Others speak and you listen.

Misinterpretations/Assumptions/Perception Distance Affects Workplace Communication Lack of Standards – Documentation should be

recorded for official communication Mixing Work & Personal Communications – need to

keep balance in personal and official one

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Lack of Factual Communication – Find out the responsible defaulters of this communication and should be warned for misleading & disrupting peers

Failure to Disperse Communications Privacy - it should be maintained for safety and

integrity of information and should be done in private.

Attitude/Ego’s – employees should be informed about their role and values in organization,

Lack of Follow Through on upcoming projects – minutes of meeting should be documented and employees should be assigned jobs.

Problems Solutions (contd)

Employees not open with each other – regular employees orientation program should be conducted.

Non-equality in communication – related to hierarchy, suggestion box should be created.

Gossips – it should be discouraged NEO Program (induction) – proper hierarchy

chart created, employees handbook be given.

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Problems Solutions (contd)

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