Effective Communication

Communication in Organization Its Nature, function & Scope

Communication in Organization - Its Function, Nature and Scope

Contents

Sr. No. 1 2 3 4 5 6 7 8 9

Particulars Communication-Overview Introduction Nature Function Scope Cross Cultural Communication Networks in Communication Case Study

Bibliography

Communication in Organization - Its Function, Nature and Scope

Communication in Organization - Its Function, Nature and Scope

Definition and its meaning It is derived from the word communis This in Latin means common. It stands for the common activity of human beings of conveying opinions feelings or information etc. Communication is a process of passing information and understanding from one person to another. ____ Keith Davis Communication is any behavior that results in an exchange of meaning The American Management Association Communication is the process by which information is passed between individuals and/or organizations by means of previously agreed symbols.

Organization:

The objective approach suggests that an organization is a physical, concrete thing, that it is tangible and actually holds people, relationships, and goals. (container view of organization) A subjective approach looks at an organization as activities that people do. Organization consists of the actions, interactions, and transactions in which people engage. Organization is created and maintained through the continually changing contacts people have with one another and does not exist separately from the people whose behavior constitutes the organization.

Communication in Organization - Its Function, Nature and Scope

Organizational Communication: Communication used to promote a product, service, or organization; relay information within the business; or deal with legal and similar issues. It is also a means of relying between a supply chain, for example the consumer and manufacturer. At its most basic level, the purpose of communication in the workplace is to provide employees with the information they need to do their jobs. Business Communication encompasses a variety of topics, including Marketing, Branding, Customer relations, Consumer behavior, Advertising, Public relations, Corporate communication, Community engagement, Research & Measurement, Reputation management, Interpersonal communication, Employee engagement, Online communication, and Event management.. Business is conducted through various channels of communication, including the Internet, Print (Publications), Radio, Television, Ambient media, Outdoor, and Word of mouth. Definition of Organizational Communication: A program that focuses on general communication processes and dynamics within organizations. Includes instruction in the development and maintenance of interpersonal group relations within organizations; decisionmaking and conflict management; the use of symbols to create and maintain organizational images, missions, and values; power and politics within organizations; human interaction with computer technology; and how communications socializes and supports employees and team members. Need of Communication Share our ideas and opinions Provide feedback to others Get information from others Gain power and influence Develop social relationships
Communication in Organization - Its Function, Nature and Scope

Maintain self-expression and our culture Other ideas one may have thought of Common ways of communication Spoken Words Visual Images Written words Body Language

There are two types of business communication in an organization: Internal Communication External Communication Types of Business Communication One-way and two-way Formal and Informal Verbal and Non-verbal Written and Oral Intrapersonal and Interpersonal Vertical and Horizontal Group Mass

Communication in Organization - Its Function, Nature and Scope

Process of Communication:

sender

message

media message Noise

receiver

Information source

Encoding Channel Feedback

Decoding

Destination

Shanon-Weaver Model

Nature of Communication It is a process The term process has been defined as an identifiable flow of interrelated events moving over time towards some goal or an end. In other words communication is a process in which there are some identifiable interrelated evens which are initiated by the sender. This is followed by encoding messages, through some channel till the receiver receives the message and ends the process with the feedback.

It is inevitable
Communication in Organization - Its Function, Nature and Scope

Communication is essential a physical, social & psychological exercise. If an individual is provided all physical comforts, but is not allowed to read, write, speak and or listen, he will become mentally deficient. Meaning based Communication is meaning based. As has been very succinctly said by a specialist, The most immediate need of communication is to be able to refer to things in the real world i.e. to be able to name things, states, events & attributes by using words. In addition we must be able to link words together so as to create meaningful sentences & language. Hence, there is a need to be clear headed about what we want to say. Communication could be intentional and unintentional Communication takes place even when we do not plan it and when we are not conscious of it; we may communicate something that we had not intended to communicate. Communication is systematic Every components of communication is affected by the other. The one who sends the message itself as well as the receiver of the message; all are interrelated and affected by each other. A two-way traffic There is no communication, unless the message send by the sender is not been received by the receiver. Since the communication is an exchange of views, opinions & directions. It involves both parties. George Terry has rightly said remarked, simply talking or writing without regard to the recipients response, is conducive to creating a gross misunderstanding. Communication is a social process Human being is a social animal. He cannot live in isolation. Communication is a process which helps human being to interact and socialize making it a social process. A dynamic process Dynamics means ever changing Communication is not constant or one time event. It is a dynamic and ever changing all the time.

Communication in Organization - Its Function, Nature and Scope

Continuous process It is a Continuous process. More often than not, it is repeated to achieve desired results. It is an ongoing process in which one interaction is followed by another. Communication involves interaction and transaction Participants of communication of exercise exchange ideas and information besides influencing each other in the process. They share and exchange thoughts and meanings. It is spiraling process Communication between the receiver and sender usually does not start at the same level nor does it grow at the same rate. This is due to the difference in the abilities of the sender as well as the receiver. Moreover, noise and time have an impact on it. As a result, communication takes a spiral stage before it gets completed and reaches the receiver at the same level and space. It is contextual Communication happens with reference to a context. The same words would mean different things if they are said in different context. Hence, meaning differ in different situation. Needs proper understanding There may be numerous media of communication but the main purpose of conveying the message is to create a proper understanding of the message in the mind of the other party. For this purpose, it should be clear and concisely worded. Leads achievement of the organizational objective Effective communication does this by creating a sense of object orientation in the organization. It shares thoughts and ideas, which produce response

Communication in Organization - Its Function, Nature and Scope

Thoughts and ideas, which do not produce a response, do not come under the purview of communication It is the life blood of the business No business organization and no civilized society can exist, survive and grow without the existence of an effective communication network. Through communication, people working in an organization get activated and involved in performing a variety of roles for achieving organizational goals. Various mode of communication are used for people outside to expose them to the existence, products, profit and progress of the organization.

Functions of Communication: One outline of the functions of Communication follows what might be thought of as a rhetorical approach and is as follows: Information Persuasion Downward Communication Upward Communication Horizontal Communication Information: It consists of facts and figures and data arrange in a pattern which are useful for different purposes, eg. List of names, address and telephone numbers of customers. Information is very necessary in an organization as it reduces uncertainty about the situation or the environment. It helps an employee to get acclimatized to the rules, regulations, norms and culture of an organization Information may be given orally or in writing. Information circulated orally cannot be used for future references. Whereas written information can be used for future references like emails, fax, reports, notices etc. Information flows at all levels in an organization from Downward to upward and vice versa. It also circulated horizontally at all levels
Communication in Organization - Its Function, Nature and Scope

Downward moving: It is that information that moves from the Superiors to the Subordinates. It is that information, which has to be implemented by the subordinates in an organization. Upward Moving- It is that information that moves form the Subordinates to the Superiors. It is in the form of progress report, minutes of committee meeting, information & data requested etc. Horizontal or sideways moving It is that information which is usually flows in between subordinates and peers. It is likely to be oral and informal. Written information moves horizontally in forms of copies of reports and other documents There is a lot Information moving out of an organization to the external public and also there is alot of information that moves into an organization from the external environment. This cycle is very necessary for the growth of an organization as a whole and as well as the external environment Examples of Information moving out of an organization to the external environment are as follows: Admission notices Recruitment notices Annual reports Prospectus Broachers Price list Catalogues of products

Examples of information moving into an organization from the external environment Railway/airlines time table Population figures Demographic details Catalogues and price list of products

There is a lot of information and knowledge that circulated within, outside, in-between an organization. It ultimately depends on the organization and its employees to gasp the correct and the right required information Persuasion: It means making efforts to change the attitudes and behavior of others.
Communication in Organization - Its Function, Nature and Scope

It requires skills and ability to use the symbols of communication in an effective manner The persuader needs knowledge of the background and the present attitudes/ views of the people in order to use the right appeals and reasons. It means using best arguments to win over and convince others. Three factors of Persuasion Source credibility People believe what a said or written by a respected person. Emotional appeal People have 3 types of needs Physical Social Ego

Social & ego are emotional needs If the persuader offers satisfaction of these needs, people respond favorably Reasonable logic People must be shown how they will benefit by accepting the proposal ideas, views or actions

Downward Communication Communication that flows from the higher hierarchy to lower hierarchy is called downward communication.

Communication in Organization - Its Function, Nature and Scope

Instructions and orders Instructions means directions Eg. Instructions are on the box It also means order Eg. My instructions are to issue only two books at a time Orders is formal It is assignment of task Eg. Office orders

Education and Training Education is a development of the general and special abilities of mind. Training is practical education or practices, usually under supervision, in some skill. Oral communication lectures and discussion, Handouts and notes, Demonstrations and actual work experience, Films Educational communication is done for the building up goodwill and public relation On the Job Training It is an effort to build up employees loyalty to the company Most on the job training is oral and is supplemented by instruction booklets, policy statement, pamplets and employee manuals Motivation Motivation means providing people with a motive, an incentive, an inner urge to make effort to their best. Managers constantly ty to improve performance in the work place by motivating the staff. Communication is the critical element in motivation of employees Recognition Appreciation of good work Sense of support Motivation requires regular and careful communication which managers and supervisors need to do skillfully. Raising Morale

Communication in Organization - Its Function, Nature and Scope

 Moral is the individual and collective spirit and moral condition of employees with regards to discipline and confidence Raising moral cannot be done by single communication; it is affected by all communication and by the manner and style of communication. Communication may be stepped up if the morale goes down or is likely to go down Notices & Circulars Informal tea meetings Special morale boosting communication must be well-coordinated and carefully planned E.g. Conferences and short meetings Advice Advice may be given on matters related to work or on personal matters. Advice is most effective if it is oral, face to face, informal and confidential It is best to use oral communication for advice Counseling It is an organized and special form of advice Communication for counseling is mostly oral but there may also be printed material for the purpose of giving the required information. It can be successful only if there is two way communication. Warning Warning means urging or advising some one to be careful; it is intended to caution some of possible danger. It is also an authoritative or formal notice of something unfavorable Warning is an important requirement of communication skill to be able to give a warning without being insulted. Appreciation Appreciation of a good effort, work and achievement of employees by supervisors and managers is important for creating good attitude among staff It can be expressed orally, in writing and by non-verbal methods. Letter of appreciation Awarding certificate at function Promotion
Communication in Organization - Its Function, Nature and Scope

 Invitation to a special meeting

Upward Communication Communication within the organization that passes from a lower hierarchy to higher hierarchy is called upward communication. For example subordinates passing on information to their seniors will be considered as upward communication. Horizontal Communication Communication within peer groups can be termed as horizontal communication. Bitching and gossiping may not be the only form of information exchange. Objectives of Downward Communication Instruction Orders Education and training On the job training Motivation Raising morale Advice Counseling Warning and notice Appreciation

Objectives of Upward Communication Request Requests are made by the staff for various kinds of permission or favours. There may be requests for leave, for permission to report late or leave early on a particular day, permission to attend a class, a request to be sponsored for special training course, or for an increase in salary. Application Application is a written request giving full details of the matter and supported with reasons, whenever necessary. Appeal
Communication in Organization - Its Function, Nature and Scope

Appeal is the earnest request made for a help or a support which doesnot fall under our privileges. Such request can be made to the higher authority, such appeal needs power of persuasion. Demand Demand is put up through an employee union; and it has to be supported by good arguments; demands are usually collective and in writing. Requests and appeal for better services may turn into demand if management is unsympathetic. Representation Representation is always in writing, an employee who feels that he has not been given what he deserves, he can make a representation. Example: promotion. Complaints Complaints are made when there are faults in the system or in the goods supplied or services rendered. A complaint may be oral or written. Within an organization, minor complaints may be adjusted by oral communication. If the complaint is of serious nature can be adjusted by written as circulations as well as constant references. Suggestion Suggestions can be made by any employee or customer. Suggestions from employees at all levels are greatly welcomed by modern managements. Much big organization encourages this as it gives employee morale.

Objectives of Horizontal Communication Exchange of information About activities, processes and progress among heads of departments or other peer groups is essential for the organizations work. Some information is conveyed formally by sending copies of relevant documents like letters and reports. Discussion

Communication in Organization - Its Function, Nature and Scope

Of plans and problems, reviews of projects and decisions require formal lateral communication in meetings. Coordination Is the most important objective of lateral communications. Departments heads may meet periodically to discuss each department contribution towards the main goal. Conflict resolution Is an important function of lateral communication. Members of a departments meet to sort out existing or potential conflicts by discussion. Problem solving Usually requires horizontal communication among all those who are concerned with the problem and affected by it. Eg: Brainstorming. Advice May be asked for and given in a friendly informal way between persons of equal status. Social and emotional support Among peers is provided through lateral communication. Scope of Communication: Scope Means: An Opportunity Organizational Communication has unlimited scope which can be understood under two broad headings Internal Communication: Messages that move within the organization among its members, is internal communication External Communication: Messages exchange with those outside the organization is external communication
Communication in Organization - Its Function, Nature and Scope

1.

Internal Communication

Communication within an organization is called Internal Communication. It includes all communication within an organization. It may be informal or a formal function or department providing communication in various forms to employees. Effective internal communication is a vital mean of addressing organizational concerns. Good communication may help to increase job satisfaction, safety, productivity, and profits and decrease grievances and turnover. Media of Internal Communication 1. 2. 3. 4. 5. 6. 7. Notice Boards Meetings Public Address Systems Intercom House Journals Emails Newsletters

2.

External Communication

Communication with people outside the company is called external communication. Supervisors communicate with sources outside the organization, such as vendors and customers.

Communication in Organization - Its Function, Nature and Scope

Effective External Communication leads to better

o o o o

Sales volume Public credibility Operational efficiency Company profits It should improve

o o o

Overall performance Public goodwill Corporate image Ultimately, it helps to achieve

o o

Organizational goals Customer satisfaction Expansion Of Scope of Communication: Communication is classified according to the number of persons ( receivers) to whom the message is addressed Following are some more Types: Intrapersonal communication This involves to oneself in ones own mind
Communication in Organization - Its Function, Nature and Scope

Interpersonal communication This is an exchange of messages between two persons. Group communication This can be held among small or large groups, like an organization, club or classroom, in which all individuals retain their individual identities. Mass communication It is a public communication. Meta Communication Speakers choice of words unintentionally communicates something more than the actual words state. Communication can also be classified on the basis of the medium employed Verbal Communication Oral Written Vocal Communication Non Verbal Communication Eye contact Facial expression Posture and gestures Time Space Territory Appearance of people and documents Benefits of Effective Communication in Organization

Communication in Organization - Its Function, Nature and Scope

It is said that effective communication can be viewed as the lifeblood of a successful organization. This stems from the idea of changing employee behavior. Likewise, effective benefits communication can dramatically help an organization through again this same change in the employee behavior. Stake holder Response

Problem Solving Effective communication during problem solving requires that individuals and teams know how to process large amounts of information while focusing their knowledge, experience, and expertise on the right issue at the right time. The critical thinking processes taught in Action Managements programs enable teams to focus their knowledge and resources to accurately identify the root cause of problems, develop innovative solutions, determine the best course of action, and prevent future problems from developing. Decision Making Flow of communication with in the organization should be effective because flow of right and accurate information always helps the decision making process in all levels of management. If an organization takes the decision for introducing in new brand of product or establishing new branches in different new locations even in the period of recession that means organization has that courage because of effective flow of communication to the organization. Efficiency and effectiveness in internal communication system makes the organization to move in right path towards the main goal. External data and information may not be directly flow to the top management. Conditions of markets, status of the products, sales, changing prices changing fashions and preferences of customers, policy of competitive firms, changing Government policies regarding all these factors should be moved from the grass route level staff to the top management. To ensure the accuracy, relevancy and required volume of information organization should have effective internal communication system.

Communication in Organization - Its Function, Nature and Scope

Professional Image Effective Communication assist individuals not only to survive, but also to flourish within the corporate environment, enhancing their personal reputation and that of their companys in the process. Productivity Effective communication is essential for any business or organization to prosper. It cuts out on wasted time and provides both customers and employees with the necessary tools to succeed and find satisfaction. When communication is not effective, the end result is an increase in production time and a decrease in the bottom line. In order to avoid this outcome, effective communication must be in place.

Transparency Effective communication which helps create trust and confidence are the keys to transparency and organizational survival. Business Relationship The importance of keeping the lines of communication with ones business partner cannot be overemphasized. Both our domestic partnerships and especially our foreign partnerships are premised extensively of the degree and quality of the relationship that the parties have assumed. A relationship can only survive if the parties involved maintain a line of communications. This concept becomes even more relevant when the partnership entails an international agreement where the enhanced distance between the partners will exacerbate the need to keep in touch. An executive can only keep on top of things if they are in contact with their partners because otherwise, how are they going to know whats going on? Work flow Effective communication is essential for the smooth functioning of a company and today, walls that prevent information flow from top-down; bottom-up or department-to-department in organizations has all disappeared. With walls gone and effective communication in place, information permeates the company.

Communication in Organization - Its Function, Nature and Scope

All the above mentioned factors will surely benefit the organizational working if the communication is effective.

Cross Cultural Communication: In simple words it is defined as Miscommunication Parties engaged in negotiations or any other form of communication is from different cultural background More and more Organization are facing the challenge of bridging cultural gaps in interpersonal relationships as cultural diversity in the workplace is increasing an as organizations arte extending their global reach The greater the difference between the culture, greater is the risk of miscommunication. Business executives and students wishing to be dynamic and effective players in the global economy of the 21st century must acquaint themselves with the cultural parameter of different countries. Cross cultural communication is about dealing with people from other cultures in a way that minimizes misunderstandings and maximizes your potential to create strong cross cultural relationships. The above tips should be seen as a starting point to greater cross cultural awareness. Tips to Improve Cross Cultural Communication
Communication in Organization - Its Function, Nature and Scope

Slow Down Even when English is the common language in a cross cultural situation, this does not mean you should speak at normal speed. Slow down, speak clearly and ensure your pronunciation is intelligible. Separate Questions Try not to ask double questions such as, Do you want to carry on or shall we stop here? In a cross cultural situation only the first or second question may have been comprehended. Let your listener answer one question at a time. Avoid Negative Questions Many cross cultural communication misunderstandings have been caused by the use of negative questions and answers. In English we answer yes if the answer is affirmative and no if it is negative. In other cultures a yes or no may only be indicating whether the questioner is right or wrong. For example, the response to Are you not coming? may be yes, meaning Yes, I am not coming. Take Turns Cross cultural communication is enhanced through taking turns to talk, making a point and then listening to the response. Write it Down If you are unsure whether something has been understood write it down and check. This can be useful when using large figures. For example, a billion in the USA is 1,000,000,000,000 while in the UK it is 1,000,000,000. Be Supportive Effective cross cultural communication is in essence about being comfortable. Giving encouragement to those with weak English gives them confidence, support and a trust in you. Check Meanings When communicating across cultures never assume the other party has understood. Be an active listener. Summarize what has been said in order to verify it. This is a very effective way of ensuring accurate cross cultural communication has taken place. Avoid Slang
Communication in Organization - Its Function, Nature and Scope

Even the most well educated foreigner will not have a complete knowledge of slang, idioms and sayings. The danger is that the words will be understood but the meaning missed. Watch the humors In many cultures business is taken very seriously. Professionalism and protocol are constantly observed. Many cultures will not appreciate the use of humor and jokes in the business context. When using humor think whether it will be understood in the other culture. For example, British sarcasm usually has a negative effect abroad. Maintain Etiquette Many cultures have certain etiquette when communicating. It is always a good idea to undertake some cross cultural awareness training or at least do some research on the target culture.

Networks in organization Communication Networks are another aspect of direction and flow of communication. Bavelas has shown that communication patterns, or networks, influence groups in several important ways. Communication networks may affect the group's completion of the assigned task on time, the position of the de facto leader in the group, or they may affect the group members' satisfaction from occupying certain positions in the network. Although these findings are based on laboratory experiments, they have important implications for the dynamics of communication in formal organizations. Centralized Network De-centralized Network

Centralized Network

The Chain

In this type one person passes the information to others down the line of hierarchy, who then passes it further down their own chain of authority. It allows only vertical movement, up and down. The Chain can readily be seen to represent the hierarchical pattern that characterizes strictly formal information flow, "from the top down," in military and some types of business organizations.
Communication in Organization - Its Function, Nature and Scope

The Wheel

In the wheel pattern, the person who occupies the centralized position or the hub of the wheel co-ordinates all the information. All other communicate only with the central person and not with the others. The central person solves problems and make decisions. The Wheel can be compared with a typical autocratic organization, meaning one-man rule and limited employee participation.

The Y network

Communication in Organization - Its Function, Nature and Scope

The Y network is a variation of the chain; it includes an example of formal communication within a hierarchy such as the police force or civil force. Messages move vertically between sub-ordinates and superiors in the hierarchy.

De-centralized Network The Circle

This kind of network allows each member of the group to interact with those on each side but not with the others, members receive information from the side.

The All Channels Network

In this pattern, system allows every one to communicate with everyone else in the group. It works best in the small groups. It is the least structured and, if the group is too large, tasks can be delayed because of too much
Communication in Organization - Its Function, Nature and Scope

unstructured communication. The All-Channel network, which is an elaboration of Bavelas's Circle used by Guetzkow, is analogous to the freeflow of communication in a group that encourages all of its members to become involved in group decision processes. The All-Channel network may also be compared to some of the informal communication networks.

Case Study: Foreigners Trip Rin, why dont you give me some super white ideas? asked Ashok, HR Executive. Super white or black idea, dont call me Rin. I am Rinee and call me that way. How many times I have to tell you? About three months ago, Rinee had joined as Executive Assistant to the Director. MBA from Stanford University, she was on her Rotation Management Training Programme (RMTP). Her current company belonged to SME and an employee of that standing was prized catch for them. Oh name? Does it matter? Finally what matters are ideas By the way what is that you want from me? Those phirangis, need to be taken to somewhere for outing. Why dont you suggest some better place? Ashok was referring to a delegation of foreign clients. They were in India for the project review and they were to remain there for next fortnight. Simple. 15th August, Independence Day, is on Friday. So our weekend is for three days. Why dont you organise their trip to Mysore/Ooty on these days?

Communication in Organization - Its Function, Nature and Scope

Oh great! I was thinking of the same place but linking it to ID day is a great idea. Anyway, you always think of holidays. Such ideas can occur to you only. I dont know whether you are salt of the earth but certainly, you are the salt of the company And you always about work! Anyway yours was great idea. Now itself I will obtain the approval from the Director said Ashok and left for the Directors cabin. After some time Ashok returned from Directors cabin. Look Rinee, Director has told you to arrange their holidays for 3 days on 15th, 16th and 17th August. I have obtained Directors approval. He has given verbal sanction to me and I will send a mail to you. That means finally it has come on my head. Hereafter I will never suggest you anything. *** On 15th August Hi Rinee, have the foreigners delegation reached Mysore? Are you in touch with them? Have you received any news from them? queried Ashok. I dont have to receive any news from them but I can tell you about them? Rinee replied. What you mean by I dont have to receive any news from them but I can tell you about them? asked perplexed Ashok. Simple. I know about them because I am with them. I am with them, what you mean by that? By the way why you were needed to be with them? I needed to be with them because when I arranged this trip for those foreigners, they told me to accompany. They wanted some local person to accompany them. Since they requested, I obliged them. But then you were not to go with them said Ashok and hung up curtly. *** On 18th August morning Ashok called Rinee in his office and expressed his surprise over Rinees visit Mysore/Ooty I had told you to do travel and accommodation arrangement but I never thought that like a bird you too will fly with them.
Communication in Organization - Its Function, Nature and Scope

But Ashok, when you wrote mail to me for arranging the trip of those foreigners, you had not mentioned that I should not accompany them. Moreover, I have managed it within the budget that you had mentioned. Then what is the problem? Rinee was expressing her frustration my visit was during weekend. What I do during weekend is purely my business. It is really surprising that you are calling in question my integrity. If I had not written that you should not accompany those foreign dignitaries, but then neither I had written that you can accompany them . I discovered by chance that you were accompanying them. Why you did not tell to me that earlier? This is suppression of material facts! You knew on which side of the bread was buttered and cleverly you are passing off your usurpation as your integrity? continued Ashok, You have enjoyed the trip at companys expenses. For this misconduct, I need to issue you show cause notice. I did not tell you because I do not report to you. I was a big help to those foreign delegates. Now I need to raise a complaint against you. Disgusting! What kind of hell I am in? These things would never happen in my previous company. The heated exchange continued for some time and Rinee left with complete determination to retaliate. *** On 19th August morning Manohar, Director of the company, resumed his office as usual. On checking his schedule for the day, he opened his mail. When he was peeking over the subject heading of each mail, he startled to find one of the subjects heading as Draft of Show Cause Notice. He was about to open that mail thinking what must have been stored in it when his train of thoughts was interrupted because of Rinees sudden entry There are some important mails for you and one is from me too. From you? queried Manohar. Before Rinee could speak anything, he had rested his eyes on her mail with subject heading Grievance against HR. *** Read the above case study carefully and bring out the various issues involved in it. Case Analysis a)There are perception differences between Ashok and Rinee.
Communication in Organization - Its Function, Nature and Scope

b)When Ashok wrote mail to Rinee, he did not specify who will give admin support to the foreign delegates. Of the 7 Cs of Communication, one C is Completeness. Ashoks communication was incomplete. This incomplete communication has created conflict. From the initial task conflict , it switched to relationship conflict. c)Rinee did not deem it fit to inform anyone if she wanted to accompany foreign delegates. This has given credence to communication gap. d)Rinees remark at the end What kind of hell I am in? These things would never happen in my previous company shows her mental non-alignment with her current company. e)Once a person joins a new company, he/she needs to learn and de-learn something. Rinee is yet to come to terms to with the culture of the new company. Her hangover of the work style of previous company has put her personal credibility into question. f)The instances like these sow seeds of discord and vitiate the organisations climate. g)In a company where employee empowerment is practised and promoted, Rinees proactive approach would not have attracted wrath from HR Rather it might have attracted appreciation. However, this was not the case of her current company. h)Possibly Rinee might lye low after this incident but she will remain put off for a long time. i)The incident is the best grist for the grapevine. The incident may be interpreted differently by different employees in their informal chat and discussion and that will create a further distortion of the reality.

Action Tools a)Devise a standard form for obtaining approval for outstation visits. Standardisation of process always helps in avoiding confusion. b)Strive for process centred work style over person centred work style. c)Clarify boundaries of employee empowerment.

Communication in Organization - Its Function, Nature and Scope

d)Employee motivation cannot be decoupled from organisations culture. Motivation stems from organisations culture. Management must take proactive approach in shaping the organisations culture rather than allowing it to take haywire shape on its own. e)While training staff on communication, management must give emphasis on organisational communication rather than smaller aspect like tone, style, body language etc.

Bibliography
Welingkar Notes for Business Communication Internet Organization Behaviour by Aswathapa

Communication in Organization - Its Function, Nature and Scope