Week 6

15
Organizational
Communication
Learning Outcomes
After studying this chapter, you should be able to:

 Define organizational communication, and discuss its
importance
 Explain the communication process and its elements
 Describe the types of communication
 Explain the differences between verbal and non-verbal
communication
 State the differences between vertical and horizontal
communication
 Describe the barriers to effective communication, and
how to overcome them
Principles of Management (Third Edition) All Rights Reserved
© Oxford Fajar Sdn. Bhd. (008974-T), 2018 15–3
Introduction
 In most organizations, information is the most important

component of survival.
 Exchanging and sharing of information requires a
mechanism—this mechanism is called organizational
communication.
 Communication defined as the process of sharing
experiences between two or more people.
 Organizational communication (OC) refers to the
process of exchanging information and sharing
experiences, ideas, concepts between two ore more
people within the context of an organization.

Importance of Communication
and Organizational
Communication
• OC is important; it enables an organization to gain a
competitive advantage, besides improves organizational
members’ interpersonal skills.
• Organizational communication also helps in:
 Gain competitive advantage
 Building networks
 Leading effectively and performing
managerial roles (leadership)
 Disseminating and exchanging information
 Learning new skills and technologies
Importance of Communication
and Organizational
Communication (cont.)
 Becoming more responsive to customers

 Developing innovation and managing change
 Thinking analytically
 Working as a team
 Fostering a sense of social, professional and
ethical responsibility

Importance of Communication and
Organizational Communication (cont.)
• Communication is a complex process requiring

careful attention to ensure that intended
meanings are properly conveyed and understood
by all parties.
“Is communication and organizational communication the
same”
• Communication and organizational
communication co-exist.

Goals of Communication and
Organizational Communication
 The goal of organizational communication is to achieve specific
intentions or desires through interaction with others.
 All organizational members at all levels should:
– ensure communication reaches all organizational members,
without discriminating or segregating anyone
– transmit messages that are consistent with actions, otherwise
distrust develops among organizational members
– convey sufficient information, so that employees realize what is
happening in an organization, especially pertaining to their jobs
– To share information clearly and accurately
– To be good communicators and listeners.

Basic Elements of the
Communication Process
Elements of the Communication Process

Communication Process (cont.)
 Environment: A setting in which communication occurs.
 Transmission: Occurrence where something (information.
Experiences, ideas, concepts or symbols) is shared by two or more
individuals
 Sender: An individual with information to share
 Encoding of messages: A process in which a sender puts his/her
message into symbols or language.
– Encoding can either be verbal or non-verbal
 Messages: the codes that are transmitted via a medium or channel to
a receiver.
 Medium/channels: A pathway in which the codes transfer between
sender and receiver.

Basic Elements of the Communication
Process (cont.)
 Receiver: An individual or a group of individuals who receive information

(targets of messages); the receiver decode the message
 Decoding of messages
– A process in which a receiver understands messages received
(decoding)
– The receiver assigns meaning to the messages
 Feedback
– A process in which parties in the communication process aim to arrive
at a common understanding (i.e. the goal of communication)
 Noises
– Anything in a communication setting that causes disturbance or
interference (noises) in the communication process, thus reducing
message clarity.

Communication Process (cont.)
Example: A simple lecture (topic: communication) between
instructor and students.
• Instructor: sender of message
• Classroom: social context/environmental context
• Lecture: message (communication)
• Students: receivers
• Textbooks/slides: channels or mediums
• Decoding: process where receivers assign meaning to
the message
• Feedback: questions, clarification of ideas, responses
• Hindrances/obstacles: noise, barriers to communication

Types of Communication
 Verbal communication
– Communication that occurs either orally or in writing
• Oral communication
– This is a form of spoken information, which is the most
preferred type of communication used by organizational
members to transmit information.
• Written communication
– This is a form of written information, whereby
organizational members share information by
dissemination messages (e.g., letters, memos, reports
and other documents)


Types of Communication (cont.)
Non-verbal communication
– Is a communication in which messages are transmitted without using
language to generate meanings.
– Compliments verbal communication.
• Body motions or movements (kinesics)
• Physical characteristics
• Vocal cues (Intonation, pronunciation, voice quality)
• Proxemics (seating arrangements, conversational distance)
• Environment (Building and room design, light, noise)
• Time or temporal communication

Types of Communication
(cont.)
 Electronic communication
–It is communication that transmits information through new, advanced gadgets.
• Telecommuting (tele-work)
– Working from remote site using a computer that is linked to a central
office or employment location.
• E-mail
– Sending messages through computerized text-processing and
communication networks.
• Video-conferencing
– Communication involving live video to unite widely dispersed business
operations and locations.
• Internet
– Connects people around the globe.

Communication Channels
 Messages are transmitted through channels of
communication. There are several communication
channels:
 Formal communication
– A formal communication channel follows a chain of
command and is recognized as official.

Communication Channels (cont.)
Direction of communication flow:
1. Vertical communication
• The flow of information occurs upwards and downwards the
chain of command in an organization.
a)Downward
• Messages from individuals at higher levels (managers)
are passed down to others lower levels (subordinates)
b)Upward
• Messages from subordinates are sent up to managers.

(cont.)

(cont.)
2. Horizontal communication
– The flow of information happens within and between
departments in an organization.
– Increases collaboration and coordination

Communication Channels (cont.)
 Informal communication (spontaneous

communication channel)
• Arises due to the social relationship
• Grapevine
• Considered a network of friendships on which
rumours and unofficial information can be spread
from one individual to another.
• A speedier source of news, usually unreliable

Major Barriers to
Effective Communication
 Communication effectiveness requires both a

sender and receiver in a communication
process to be able to handle a host of barriers
that affects (causes disturbance or interference)
communication.
 Caused by internal and external environments.

Major Barriers to
Effective Communication (cont.)
 Physical noise
– Communication occurs in a noisy room.
 Sender or source of communication
– Can be distorted by a receiver’s perception.
 Organizational and physical distance, and time
– Miscommunication among people in positions of
varying levels in an organization.
 Value and cultural differences
– Different beliefs

Major Barriers to
Effective Communication (cont.)
 Lack of common knowledge
 Selective perceptions
– Selective listening forms the base of this problem, only want
to acknowledge or listen to that which pleases them.
 Semantics
– Refer to the meaning of words.
– E.g., the meaning od sudu and senduk to Malaysians is
exactly the opposite for Indonesians
 Communication styles
– A person’s style or method of delivering a message

Effective Organizational
Communication
 Poor communication and ineffective
organizational communication are interrelated.
The implications of both include:
– Low employee morale
– Reduced productivity
– Substandard job performance
– Dissatisfaction
– Lack of commitment
– Poor organizational citizenship behaviour

 There are two basic problems in relation to

ineffective organization communication at the
workplace.
1. There is an apparent lack of open
communication and trust among managers
2. There is a lack of employee empowerment

 Effective organizational communication can be
encouraged via the following:
– Developing trust and openness
– Practicing employee empowerment
– Expressing concern and empathy
– Using organization intranets
– Building team players
– Fostering behavioural integrity and consistency
– Managing power
– Encouraging supportive communication


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15

After studying this chapter, you should be able to:

 In most organizations, information is the most important

Principles of Management (Third Edition) All Rights Reserved

 Becoming more responsive to customers

Principles of Management (Third Edition) All Rights Reserved

• Communication is a complex process requiring

Principles of Management (Third Edition) All Rights Reserved

Principles of Management (Third Edition) All Rights Reserved

Elements of the Communication Process

Principles of Management (Third Edition) All Rights Reserved

Principles of Management (Third Edition) All Rights Reserved

 Receiver: An individual or a group of individuals who receive information

Principles of Management (Third Edition) All Rights Reserved

Principles of Management (Third Edition) All Rights Reserved

Principles of Management (Third Edition) All Rights Reserved

Principles of Management (Third Edition) All Rights Reserved

Principles of Management (Third Edition) All Rights Reserved

Principles of Management (Third Edition) All Rights Reserved

Direction of communication flow:

Principles of Management (Third Edition) All Rights Reserved

Principles of Management (Third Edition) All Rights Reserved

Principles of Management (Third Edition) All Rights Reserved

 Informal communication (spontaneous

Principles of Management (Third Edition) All Rights Reserved

 Communication effectiveness requires both a

Principles of Management (Third Edition) All Rights Reserved

Principles of Management (Third Edition) All Rights Reserved

Principles of Management (Third Edition) All Rights Reserved

Principles of Management (Third Edition) All Rights Reserved

 There are two basic problems in relation to

Principles of Management (Third Edition) All Rights Reserved

Principles of Management (Third Edition) All Rights Reserved

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