Lecture 1
Organizational Communication
 Internal
communication
 External
communication
13-1
Introduction

Planning, organizing, leading, and controlling
all involve communicative activity
■
The glue that holds organizations together
13-2
The Importance of Communication
Accomplish individual and
organizational goals
Communication
helps organizations
Implement and respond to
organizational change
Coordinate activities
Engage in virtually all
organizational relevant
behaviors
13-3
The Importance of Communication
Communication
breakdowns are
pervasive
Ineffective communication =
ineffective organizations
Informal remarks are distorted
Kidding leads to anger
Problems arise
when…
Directives are misunderstood
13-4
The Importance of Communication

Communication itself is unavoidable in a
functioning organization
■ Only effective communication is avoidable

Everything one does communicates something,
in some way, to somebody
■ The only question is, “With what effect?”
13-5
The Communication Process
13-6
How Communication Works

Effective communication
■
■

Common understanding between
a communicator and a receiver
Verbal or nonverbal common symbols are used
to convey information
In an organizational, internal information
flows
■
■
■
Vertically
Horizontally
Diagonally
13-7
Communicating Within Organizations
Downward Communication
Flows from higher levels in the hierarchy to
those in the lower levels
Includes job instructions, memos, policy
statements, procedures, manuals, company
publications
Often incomplete, inadequate, and
inaccurate
13-8
Communicating Within Organizations

Upward Communication
■
Communicator is at lower level than receiver
■
Includes suggestion boxes, group meetings,
and appeal or grievance procedures
13-9
Functions of Upward Communication

Provides managers feedback about problems,
organizational issues, day-to-day operations

Is management’s primary source of feedback

Relieves employee tension by allowing lowerlevel organization members to share relevant
information with superiors

Encourages employees’ participation and
involvement, thereby enhancing
organizational cohesiveness
13-10
Horizontal Communication
Necessary for coordination and integration
of diverse organizational functions
Often necessary for coordination
Can provide social need satisfaction
Facilitation often left to individual managers
13-11
Communicating Within Organizations
Least-used channel
of communication
Diagonal
Communication
Important where members
cannot communicate effectively
through other channels
Sometimes the most efficient
communication method, in terms
Of time and money
13-12
Organizational Communication
External Communication
13-13
Communicating Within Organizations


Communicating Externally
■
Present products, services, positive image
■
Attract employees
■
Gain attention
Typically used for…
■
Public relations
■
Advertising
■
Promoting
■
Customer/client/patient surveys
13-14
Information Richness

The amount of information that can be
transmitted or communicated effectively
■
■

Face-to-face interactions are high in richness
A general email to employees is low in
richness
A medium with high richness
■
■
Likely to result in common understanding
“Real time” communication permits instant
feedback
13-15
Common Communication Media
13-16
How Technology Affects Communication
Internet/Intranet/E
xtranet
Email, Messaging
Smart Phones
Videoconference
Social Networks
Voice Mail
Teleconference
eMeeting/
Collaboration
13-17
Intranet Versus Extranet
Intranet
• Private, protected
electronic
communication
system within an
organization
Extranet
• Connects employees
with individuals
external to the
organization
• Used to
communicate
proprietary and
organizationspecific information
13-18
Improving Communication in Organizations

To become a better communicator
■
Strive to be understood
■
Strive to understand
13-19
Techniques to Improve Communications
Following up
Regulating
information flow
Utilizing
feedback
Empathy
Repetition
Encouraging
mutual trust
Effective timing
Simplifying
language
Using the
grapevine
13-20
Promoting Ethical Communications

Kreps’ principles for internal organizational
communications
■
Do not intentionally deceive another
■
Do not purposely harm an organization member
■
Treat organizational members justly
13-21