Chapter # 11: Communication

1. Identify the main functions of communication.

In organizations good communication is critical to achieve organizational
goals.
Communication must include both the transference and understanding of
meaning.
Meaning is a two-way process.
There are four main functions of communication.

To control member behavior

To foster motivation.
To release emotional expression of members.
To provide the information needed to make decisions.

2. Describe the communication process and distinguish between formal and

informal communication
The following graph outlines the communication process between the sender and
the receiver.

The sender takes the message to be sent and encodes it either through
verbal or written methods.
They pass the message through the determined channel and then it is
handed off to the receiver who receives the message and decodes it.
The process is hindered by noise or communication barriers such as the
perceived message.
Feedback is the check on how successful we were in passing the correct
message to the receiver.
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 Following are the parts of communication process.

a)
b)
c)
d)
e)
f)
g)
h)

The Sender
Encoding
The Message
The Channel
Decoding
The Receiver
Noise
Feedback

a) The Sender
The sender initiating the message.
b) Encoding
Encoding is translating the thought to the message.
c) The Message
The message itself is what is communicated.
d) The Channel
The channel is the medium through which message travels that is writing,
speaking, etc.
e) Decoding
Decoding is the receivers action in making sense of the message.
f) The Receiver
The Receiver is the person who gets the message.

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g) Noise
Anything that interferes with the message is called noise.
h) Feedback
Feedback is information given back to the sender from the receiver on their
initial message.

Channel
The medium selected by the sender through which the message travels to
the receiver.
Types of Channels
a) Formal Channels
b) Informal Channels

a) Formal Channels
Formal channels are established by the organization and transmit messages
that are related to the professional activities of members.
b) Informal Channels
Informal Channels used to transmit personal or social messages in the
organization.
These informal channels are spontaneous and emerge as a response to
individual choices.

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Direction of Communication
3. Contrast downward, upward, and lateral communication, and provide
examples of each.
Exam Q: What are the various directions of organizational
communication? Discuss and Explain.
Exam Q: Why type of communications is used by organizations for
directions, feedback and consultations? Explain and Discuss.
How do organizations communicate with their employees for the
directions, consultations and feedback? Explain in details. (03 Times)
There are four types of directional flow in formal communication:
A.
B.
C.
D.

Downward Communication
Upward Communication
Lateral Communication
Outward Communication

A. Downward Communication
Information flows from higher level (Supervisors) to lower levels
(Subordinates) in downward communication.
It is used to provide directions to employees.
For example: Policy Statements, SOPs, job descriptions, staff meetings etc.
It is typically used for four purposes:
i.
ii.
iii.
iv.

To explain standards.
To provide feedback.
To encourage participation of the employees.
To motivate or inspire the employees.

There are four important things to be kept in mind to avoid pitfalls in

downward communication:
i.
ii.

Information may be garbled (distorted) on the way.

Tone is very important. Avoid an overbearing and ironic (sarcastic) tone as
well as the one having artificial warmth or friendship.

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iii.
iv.

Downward communication must be clear in a way that higher management

desires, wishes, or required actions must be understood.
Finally the downward communication must be based on mutual trust. If
either side doesnt trust the other, its prejudice (bias) will stand in the way
of true communication

B. Upward Communication
This means the flow of communication from subordinates (Lower Lever) to
their supervisors (Higher Level).
It is used to provide feedback to higher ups.
The most typical forms of upward communication are reports, memos,
meetings, and interviews.
It typically accomplishes three purposes:
i.
ii.
iii.

To report on activities or accomplishments of a person or a division.

To offer suggestions and opinions, and
To increase participation in management functions such as planning or
controlling.
Following are the pitfalls of upward communication:

i.
ii.
iii.

Employees try to conceal (hide) their opinions, ideas and problems from
supervisors.
Employees avoid honest opinions due to fair of punishment from seniors.
Lack of trust between employees and managers.

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C. Lateral Communication
Communication between employees at the same hierarchical rank in same
or different areas or functions is called horizontal or lateral communication.
This flow of communication is becoming increasingly important as business
become more large, complex, and specialized.
It is used for consultation and coordination in between same or different
organization units and saves time.
There are three purposes of Lateral Communication:
i.
ii.
iii.

Communication between employees at same level.

Helps in better coordination among various functions.
Encourage teamwork.
Major blocks to lateral communication include:

i.
ii.
iii.

Departmental isolation,
Lack of time and communication opportunities, and
Jealously or rivalry between groups.
D. Outward Communication
It is also known as External Communication that is the external audiences
of your communication include suppliers, dealers, vendors, manufacturers,
current customers, former customers, government agencies and
community groups.
The most common external writing is usually in the form of letters to
answer questions, deal with complaints, request information, or sell
products to your customers.
It is done by advertisements, press releases, direct mailings or personal
visits.

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Interpersonal Communication
4. Contrast oral, written, and nonverbal communication
The following are the three forms of communication:
a) Oral Communication
b) Written Communication
c) Nonverbal Communication
a) Oral Communication
Oral communication is the spoken words.
Oral communication is quick and there is immediate feedback.
The disadvantage of oral communication is that the message can be
distorted based on the sender and the receiver.
b) Written Communication
Written communication is another channel and is tangible and easy to go
back to verify.
Written communications include memos, letters, fax transmissions, e-mail,
instant messaging, organizational periodicals reports, notices placed on
bulletin boards etc.
Both the sender and receiver have a record of the communication.
The disadvantage of written communication is that it takes a lot of time to
do and there is no immediate feedback.
c) Nonverbal Communication
Nonverbal communication is another channel often used in organizations.
This can be a nod (Signal or Sign), a look, or the crossing of arms.
It supports other channels of communication and helps to express
emotions and feelings.
However, it is often ridden (travelled) with misperception and can greatly
influence the receivers interpretation of the message.

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 There are many different types of nonverbal communication that send a lot
of messages such as Body movement, facial expression, postures and
gestures.
Body movement is a common method, such as tapping (knocking,
drumming, using) your fingers can show that you are impatient or nervous.
The way you emphasize words can change the way the receiver perceives
the message.
Your facial expressions can show emotion and express how you feel about
an assignment or task.
Also, the distance placed between the sender and receiver can express
whether you are interested in the project of if you feel more powerful than
the other person.
This will vary by cultural norms.
Organizational Communication
5. Analyze the advantages and challenges of electronic communication
In an organizational context, communication is commonly broken down
into three formal small-group networks.
a) Chain
b) Wheel
c) All Channels
a) Chain
There is the chain, which is a very formal and rigid chain of command.
Employees know who the next person in the chain is and that is where they
give and get their information.
b) Wheel
The wheel is a network where there is a central figure who controls all the
communication.
This must be a team with a very strong leader who can communicate
effectively.

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c) All Channels
The all-channel network is much more fluid where all group members
communicate actively with each other and there is no formal channel or
single person.
This works best in a situation such as a self-managed team.
Small group networks vary in effectiveness.
The following chart looks at the different levels of effectiveness based on
desired outcome.

TYPES OF NETWORKS
Criteria

Chain

Wheel

All Channel

Speed

Moderate

Fast

Fast

Accuracy

High

High

Moderate

Emergence of a leader Moderate

High

None

Member satisfaction

Low

High

Moderate

The Grapevine
Three Main Grapevine Characteristics
Informal, not controlled by management
Perceived by most employees as being more believable and reliable than
formal communications.
Largely used to serve the self-interests of those who use it.
Results from:

Desire for information about important situations

Ambiguous conditions
Conditions that cause anxiety
Insightful to managers
Serves employees social needs

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Reducing Rumors
In any organization rumors will be present.
Managers cant completely eliminate rumors, but there are some steps to
reduce rumors in an organizational context.
a) Announce timetables for making important decisions.
b) Explain decisions that may appear inconsistent or secretive.
c) Emphasize the downside, as well as the upside, of current decisions and
future plans.
d) Openly discuss worst-case possibilities to reduce anxiety.
Electronic Communications
Following are the types of electronic communication
I.
II.
III.
IV.

E-mail
Instant/Text Messaging
Networking Software
Blogs and Videoconferencing

I.

E-mail

Advantages:
Quickly written, sent, and stored; low cost for distribution
Disadvantages:

Information overload, lack of emotional content, cold and impersonal.

Messages are easily and commonly misinterpreted.
Not appropriate for sending negative messages.
Overused and overloading readers.
Removes inhibitions and can cause emotional responses and flaming.
Difficult to get emotional state understood emoticons (Symbolic
pictures).
Non-private e-mail is often monitored and may be forwarded to anyone.

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II.

Instant/Text Messaging
Advantage: real time, Fast and inexpensive, immediate e-mail sent to
receivers desktop or device.
Disadvantage: can be intrusive and distracting, easily hacked.
Forms of real time communication of short messages that often use
portable communication devices.
Explosive growth in business use
Fast and inexpensive means of communication
Can be intrusive (disturbing) and distracting (entertaining, diverting)
Easily hacked with weak security and can be seen as too informal
Instant Messaging
Immediate e-mail sent to receivers desktop or device
Text Messages
Short messages typically sent to cell phones or other handheld devices.

Intranet
A private organization-wide information network.
Extranet
An information network connecting employees with external suppliers,
customers, and strategic partners.

III.

Networking Software

MySpace and Facebook are types of networking software that link people
around the globe and they are growing in number and scope.
These can be helpful ways to stay in touch, but there are a few cautions.
It is important to remember that these are public spaces and anyone can
see what you post.
These sites are being utilized by future employers to find out more about
their applicants, so it is very important to be careful what you put on your
site.
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 Also, due to the increasing number of ways to communicate, people are

becoming overstimulated with all the information and contact.
IV.

Blogs and Videoconferencing

Blogs and videoconferencing are two electronic methods of
communications that are being used more in the field of business.
Blogs are Web sites about a person, entity, or movements that are updated
regularly.
They are very popular but have caused some trouble for employees
recently.
If an employee posts something on their blog that is potentially damaging
to the organization, they may be dismissed for that.
Videoconferencing connects people in different locations through live audio
and video.
It is an inexpensive way to hold a meeting in different cities and not miss
the important aspects of nonverbal communication.

Choice of Communication Channel

6. Show how channel richness underlies the choice of communication
channel
An individual must carefully choose the channel of communication based
on the message they want to send or the media richness.
A rich channel will be able to handle multiple cues at the same time,
facilitate rapid feedback, and be very personal.
Different generations will see communication channels differently in this
regard. Managers must take this into account when communicating.

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Barriers to Effective Communication

7. Identify common barriers to effective communication
The barriers to communication can be grouped into following:I.
II.
III.

Psychological Barriers
Physical Barriers
Semantic Barriers

I.

Psychological Barriers
Psychological Barriers pertain to what is going on in audience mind as a
result of their psychological state.
These barriers can be classified into three categories:a) Emotional Blocks
b) Perceptual Blocks
c) Selectivity Blocks
a) Emotional Blocks
Emotional blocks include; Likes / dislikes of audience.
Likes / dislikes of audience towards message.
b) Perceptual Blocks
Communication involves perception and perception is never precise.
Every person perceives things differently. We all live in different subjective
worlds.
The same data or ideas, people see, interpret or respond to them
differently.
Peoples perceptions are based on their experience and knowledge.

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c) Selectivity Blocks
Bombardment of different information sources we simply cannot absorb
all this information and have to screen it selectively.
Selection aspects include time factor, context either positive or negative
impact.
II.

Physical Barriers
Physical appearance of communicator or audience, the context of the
document or the presentation.
Illegible documents, jammed margins, faulty typing, unclear photocopies
all are physical barriers.
Other physical blocks include mumbling, fast speaking, distracting gestures,
noise inside the room such as ringing telephones etc or outside the
building such as traffic or aero -planes.
Your message may be blocked because people in your audience are
uncomfortable; they cannot hear because of bad sound system and cannot
see because of inadequate lighting.

III.

Semantic Barriers

These blocks deal with what goes on in your audience mind as a result of
what words you uttered.
The study of words choice is called Semantic and blocks arising from words
choice are called as Semantic blocks.

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Global Implications
8. Show how to overcome the potential problems in cross cultural
communication
Exam Q: Cross Cultural Communication is challenge for modern
organizations. How to overcome this problem? Explain. (02 Times)
Communication can be difficult to do effectively.
Cross-cultural factors can increase that difficulty.
So it is important for managers to understand the culture in which they are
working.
Cultural Barriers and Cultural Context are the major problems of cross
cultural communication.
These problems of cross cultural communication can be overcome by
avoiding the following factors:
a) Cultural Barriers
b) Cultural Context
a) Cultural Barriers
Cultural Barriers include semantics, word connotations, tone differences
and cultural conflict barriers.
Semantic Barriers refer the study of words choice as words have different
multiple meanings.
Word Connotations refers words or signs imply different things in different
languages or cultures.
Tone Differences: In some cultures, the tone changes depending on the
context
Cultural Conflicts caused due to the difference in perception of the
different cultures.
Manager should be careful of the selection of the words to make sure that
they are translatable and dont hold double meanings in order to avoid the
barriers caused by semantics and connotations.
Manager need to understand how their tone, body language or perceptions
will differ based on culture in order to avoid the barriers caused by tone

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differences and cultural conflicts.

b) Cultural Context (Setting, Background, Perspective, Situation)

The context is so important to understanding what is being communicated.
In low-context cultures they rely more on words, where high-context
cultures will rely more on the whole situation.
Cultural Guide
When communicating with people from a different culture, the following
rules can be helpful.

Assuming differences until similarity is proven.

Emphasizing description rather than interpretation or evaluation.
Practicing empathy in communication.
Treating interpretations as a working hypothesis.

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