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INTRODUCTION
Organizational Communication can be defined as a process through
which organizations are created and in turn create and shape events. The
process can be understood as a combination of process, people, message,
meaning and purpose.
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results/change
in
knowledge,
attitude
and
overt
behaviour.
Communication is a process in which senders and receivers of
messages interact in a given social context. Interpersonal
communication refers to the exchange of information and
transmission of meaning between two people. Organizational
communication is the subject that deals with the exchange of
information
and
transmission
of
meaning
throughout
the
organizational hierarchy.
Since the leader or the manager accomplishes organizational
objectives through people, it is essential to communicate what the
leader or the manager wants people to accomplish, how to
accomplish, where to accomplish and more important, why to
accomplish. To communicate the organizational philosophy,
objectives, procedures, and practices to all employees is not easy,
because communication is a very complex phenomenon.
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Upward
Upward communication flows to a higher level in the group or
organization. Its used to provide feedback to higher-ups, inform them of
progress
toward
goals,
and
relay
current
problems.
Upward
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the
vertical
hierarchy
and expedite
action.
So lateral
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Written Communication.
Written communications include memos, letters, electronic mail, fax
transmissions, organizational periodicals, notices placed on bulletin
boards, or any other device that is transmitted via written words or
symbols.
Why would a sender choose to use written communications? They
are tangible and verifiable. Typically, both the sender and the receiver
have a record of the communication. The message can be stored for a
indefinite period. If there are questions concerning the content of the
message, it is physically available for later reference. This feature is
particularly important for complex and lengthy communications. The
marketing plan for a new product, for instance, is likely to contain a
number of tasks spread out over several months. By putting it in writing,
those who have to initiate the plan can readily refer to it over the life of
the plan. A final benefit of written communication comes from the
process itself. You are usually more careful with the written word than the
oral word. You are forced to think more thoroughly about what you want
to convey in a written message than in a spoken one. Thus, written
communications are more likely to be well thought out, logical and clear.
Of course, written messages have their drawbacks. They are time
consuming. You could convey far more information to a college
instructor in a one-hour oral exam than in a one-hour written exam. In
fact, you could probably say the same thing in 10 to 15 minutes that it
would take you an hour to write. So, although writing may be more
precise, it also consumes a great deal of time.
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illustrated
handbooks,
depicting
cartoons,
charts
and
photographs.
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Notice Boards: Notices are often pasted o the factory walls or gates or
placed in glass covered notice boards, and these are hung at appropriate
places in the premises of an organisation, near the canteens or factory
gates. These notices usually depict abstracts as desired under the various
statutes as well as notices of the various institutions in the establishment
such as the sports club.
Suggestion System: The suggestion system is designed to enlist the cooperation of subordinates in effecting improvements and in eliminating
waste and to provide an avenue for a working communication with the
management. Rewards are offered for suggestions which results in greater
productive efficiency. In some organizations, suggestion boxes are
located at convenient places throughout the plant.
Communication with Public and Government: Organisations educate
the public about their various activities through advertising, campaigns,
meetings and conferences. Organisations also establish and organize
special groups to communicate with the important segments of
government.
Proper communication plays an important role in a large
organization, and there has to be a proper balance between the oral and
written forms of communication. It need hardly be said that the choice of
any method depends upon the purpose to be accomplished and the
likelihood of its success. Quite often, it is better to use more than one
method to convey the same information so that one can reinforce the
other.
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Nonverbal Communication
Every time we verbally give a message to someone, we also impart
a nonverbal message. In some instances, the nonverbal component may
stand alone. For example, in a singles bar, a glance, a stare, a frown, and a
provocative body movement all convey meaning. As such, no discussion
of communication would be complete without consideration of nonverbal
communication-which includes body movements, the intonations or
emphasis we give to words, facial expressions, and the physical distance
between the sender and receiver.
It can be argued that every body movement has a meaning and no
movement is accidental. For example, through body language we say,
Help me, Im lonely; Take me, Im available; Leave me alone, Im
depressed. And rarely do we send our messages consciously. We act out
our state of being with nonverbal body language. We lift one eyebrow for
disbelief. We rub our nose for puzzlement. We clasp our arms to isolate
ourselves or to protect ourselves. We shrug our shoulders for indifference,
wink one eye for intimacy, tap our fingers for impatience and slap our
forehead for forgetfulness.
The two most important messages that body language conveys are
(1) The extent to which an individual likes another and is interested in his
or her views and
(2) The relative perceived status between a sender and receiver. For
instance, we are more likely to position ourselves closer to people we like
and touch them more often.
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Similarly, if you feel that youre higher status than another, youre
more likely to display body movements-such as crossed legs or a
slouched seating position-that reflect a casual and relaxed manner.
Body language adds to, and often complicates, verbal
communication. A body position or movement does not by itself have a
precise or universal meaning, but when it is linked with spoken language,
it gives fuller meaning to a senders message.
If you read the verbatim minutes of a meeting, you wouldnt grasp
the impact of what was said in the same way you would if you had been
there or saw the meeting on video. Why? There are no records of
nonverbal communication. The emphasis given to words or phrases is
missing.
Facial expressions also convey meaning. A snarling face says
something different from a smile. Facial expressions, along with
intonations, can show arrogance, aggressiveness, fear, shyness, and other
characteristics that would never be communicated if you read a transcript
of what had been said.
The way individuals space themselves in terms of physical
distance also has meaning. What is considered proper spacing is largely
dependent on cultural norms. For example, what is considered a
businesslike distance in some European countries would be viewed as
intimate in many parts of North America. If someone stands closer to you
than is considered appropriate, it may indicate aggressiveness or sexual
interest; if farther away than usual, it may mean disinterest or displeasure
with what is being said.
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sense of participation.
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understanding,
consultation
and
participation.
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3.7 GRAPEVINE:
The grapevine is used by nearly everyone in an organisation at
one time or another. It can convey accurate messages with amazing
speed. It can also distort and filter messages beyond recognition.
Rumours as well as facts are carried by the grapevine. Good managers
pay attention to grapevine. Even though the grapevines reliability can
never be determined with complete certainty, it does serve some
useful functions:
1.
about what is going to happen to them, they use grapevine to let out
their anxieties. Passing a rumour along the grapevine is a way of
expressing and releasing negative energy.
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4.
or
because
of
the
defective
or
inadequate
formal
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am O.K., You
are
not
O.K.
The
controller
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communication
for
proper
functioning
of
an
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communication
gives
life-blood
to
an
organisation.
If
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3.11 LISTENING
Listening can be described as a combination of:
(i) Hearing the physical reception of sound;
(ii) Comprehending the interpretation and understanding of the
message; and
(iii) Remembering the ability to retain what has been heard.
Hearing is with ears, but listening is with the mind. Effective
listening helps receiver to take the exact intended message. Good
listeners save time because they learn more within a given period of
time and they learn about the person talking, as well as what the
person is saying. Good listening is also good manners; people think
more of us when we listen to them attentively.
Nature has given people two ears but only one tongue,
which is
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Gentle hint that they should listen more than they talk.
Listening requires two ears, one for meaning and one for
feeling.
2.
people perform better when they know that their opinions and
suggestions are heeded
3.
4.
5.
6.
7.
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8.
9.
10. Supervisors who dont get all the facts often make poor
decisions.
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Ask questions. This encourages a talker and shows that you are
listening. It helps to develop points further.
Stop talking. This is first and the last, because all other guides
depend upon it. You cannot do effective listening job while you
are talking.
One must develop the art of listening. The higher you go up in
the organisational set-up, the more successful you are likely to be if
you listen to others. Some of the listening gains are:
You get information that may help you.
You get ideas that you might never have thought. (Ideas have no
pride. They are willing to be born to anyone willing to have
them).
You develop understanding of people who are different from
you in many ways.
You get co-operation from people who know that you value
their thinking and ideas.
You motivate action from people who have a part in your
success.
You get good listening on the part of others to what you have to
say.
Listening Tips:
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Self-check Communication
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mails from junk mails and irrelevant messages. Another drawback of email is that the lack emotional content. The nonverbal quest in a face to
face message or the tone of voice from a phone call convey important
information that come across an e-mail, although efforts have been made
to create emotional icons. Finally e-mails tend to be cold and impersonal.
As such its the ideal means to convey information like lay-offs, plant
closings or other messages that might evoke emotional responses or
social support.
Intranet and extranet links:
Intranets
are
private.
Organization
worldwide
information
networks that look and act like a web-site, but to which only people in an
organization have access. Intranets are rapidly becoming the proffered
means for employees within the companies to communicate with each
other. IBM recently bought together 52 thousand of its employees online
for what it called Worldjam.Using companies intranet IBMers must
everywhere swapped ideas on everything from how to retain employees
to how to work faster without undermining quality.
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communicate with its suppliers and for suppliers to monitor the inventory
status of its product at Wall Mart stores.
Videoconferencing:
Videoconferencing is an extension of intranet or extranet system. It
permits employees in an organization to have meetings with people at
different locations. Live audio and video images of members allow them
to see, hear and talk with each other. Videoconferencing in effect allows
employees to conduct interactive meetings without the necessity of all
physically being in the same location.
In the late 1990s videoconferencing was basically conducted from
special rooms equipped with television cameras located at company
facilities. More recently cameras and microphones are being attached to
individual computers allowing people to participate in videoconferences
without leaving their desks. As the cost of this technology drops in price
videoconferencing is likely to be increasingly seen as an alternative to
expensive and time consuming travel.
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manager tells his boss what he feels his boss wants to hear, he is filtering
information.
The major determinant of filtering is no. of levels in the
organization structure .The more vertical levels in the organizations
hierarchy, the more opportunities there are for filtering. But you can
expect some filtering to occur whenever there are status differences.
Factors such as fear of conveying bad news and the desire to please ones
boss often lead employees to tell their superiors what they think those
superiors want to hear, thus distorting upward communications.
Selective Perception
We have mentioned it earlier. It appears again here because the
receivers in the communication process see and hear based on their needs,
motivations, experience, background and other personal characteristics.
Receivers
also
project
their
interests
and
expectations
into
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What are the variable costs -- such as CDs, DVDs, audio cassettes
and printing costs?
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A mixed message
It is very hard for an audience -- whether an audience of 1 or 1
million to understand your communication if you unnecessarily confuse
the audience.
If you deliberately, or otherwise, confuse them. A HUGE barrier to
business communication is the ability of 'business-speak' to confuse and
alienate its audience.
It does this in two ways:
1. By using terms and phrases that are 'jargon', the meaning of which are
possibly recognized but probably not fully understood
2. By trying to 'save time/paper' by rolling several different
communication messages into one.
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Another barrier arising from mixed messages is when a previouslyheld stance is lightly overturned to meet some political or business
expediency, then upheld again. An example of this would be where the
acceptance of corporate gifts is not allowed, but then allowed if it a brand
new client who has contracted a large amount of money to your business,
then not allowed again after the gift-giving and receiving season is over.
Or a company-wide budget cut that stops all business-class travel,
but the very senior management is found to be traveling first class.
Be very careful of mixing your messages, as mixed messages are a
very real barrier to effective business communication.
The wrong audience
Presenting your message to the wrong audience for your business
communication is a complete waste of your time and money. Don't do it
-- pick your audience then pick the medium that will best find them.
A distracting environment
There's nothing worse than trying to communicate your message to
a group of people who cannot 'hear' you.
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Too many phone calls coming in to their office while they're trying
to read your memo
There are too many interesting people to look at while they are on
the bus trying, in vain, to concentrate on your report
The room's air-conditioning is not working and the room is hot and
stuffy
The room's heating is not working and the room is cold and
clammy
Well, there are of course a thousand possible distracting reasons
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of gender. You know what death means; I know what death means; but
can you be sure that negative patient outcome will be consistently
defined as synonymous of death?
Some critics for humors sake enjoy carrying political correctness
to the extreme. Even those of us with thinning scalp, who arent thrilled
at labeled bald have to smirk when were referred to as follicle
challenged. But our concern here is with how politically correct
language is contributing a barrier to effective communication.
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CONCLUSION
Thus, Communication is an exchange of information and
transmission of meaning. It is considered as a crucial function of
modern management. Communication always involves a sender,
channel and receiver. The symbols of communication are words,
actions, pictures, and numbers.
Organization communication thus is one of the most important
tools used by many Human Resource Development (HRD) managers to
cut the communication gap in the organisation. It also plays an important
part to build an organization structure. Lack in organizational
communication hampers the productivity of employees and in turn that of
the organisation. Moreover, the case studies also help to throw light on
the important aspects of organizational communication and depict how
useful it is in shaping the organizations future and helping it achieve its
objectives. To be fully effective, a communication programmes must:
1. Be properly organized and integrated with the structure of the
corporate enterprise;
2. Have the support the support of top management to operate in a
climate favourable to free and open exchange of views and attitudes;
3. Have continuity.
Case Study 1
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Answer 2.
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Case Study 2
6.2 COMMUNICATION LINE AND STAFF.
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Obviously, an accurate study of the wage and salary structure could not
be done because of the lack of necessary data. There appears to be a
problem between line and staff, more specifically the passing of
information from one to the other.
QUESTIONS:
1. How will the line personnel suffer as a result of not filling out the
questionnaires?
2. How could Raman have made his communication more effective?
Answer 1.
In this case there is a problem in lateral communication i.e.
between the line and staff, in passing of the information from one to the
other. It can also see that there is downward communication problem i.e.
from the managers to the employees. They did not convey the message
well and thus there was some sort of problem in getting the
questionnaires filled up. Since the questionnaires were not filled up study
of wage structure and salary structure could not be done because they did
not have the necessary data.
Moreover the review of all the job duties and also re-classification
of some of the positions could not be done. Re-classification of certain
positions and also providing more equitable pay structure would have
motivated employees and helped them to see ahead, a better path to work
on with that organization. This would help in retention of employees. Due
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to the failure in filling up of questionnaires all this could not be done for
the employees. Dissatisfaction among employees would ultimately cause
problems to the line and staff personnel, when the employees would
gradually start complaining about their wages and salaries or position in
the organization. These questionnaires if filled and returned properly
could have been of great help to the line personnel to satisfy the
employees. Thus, the line personnel may suffer a lot as a result of not
filling out the questionnaires and the necessary changes that Raman
wanted to bring out simply failed.
Answer 2.
To make his communication more effective Raman could have
made use of grapevine. In a grapevine accurate messages are passed
among employees with amazing speed. Raman could have feed the right
information at the right place and thus gain very quick communication
among the employees. Also, an employee is satisfied with an idea of his
sub-ordinate he can better influence other employees about that idea,
rather than the manager making regular announcements about that idea
formally to all the employees.
So, Raman should not have announced to everyone formally, but
influence an employee who is mostly liked by all the others. The most
liked employee then influence the others in a better way.
To influence such an employee who is liked by all other
employees, Raman should have communicated to him directly or
indirectly about the purposes and benefits of filling up of the
questionnaires. In this way Raman could have taken advantage of lateral
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