Organisational Communication
Facilitator
Lloyd S. Pascoe (II)
It is not enough to write so as to be understood.
One must write so that one cannot possibly
be misunderstood.
Robert Louis Stevenson, 1850-1894.
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Objectives
At the end of this session participants should be able to:
• Knowledge
–
–
–
–
Define Communication
Explain the purpose of communication
Identify the elements in the Communication Process
Explain why communication is key to fostering effective relationships.
• Performance
– List significant barriers to communication
– Identify various inspirational techniques that can be used to enhance
one’s effectiveness as a communicator
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Objectives
• Performance cont.
– Interpret non-verbal clues used in the communication process.
– Analyze the challenges in communicating in a socially diverse society
• Attitude
– Value the importance of listening
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What is Communication?
Communication is the exchange of knowledge,
Attitude and emotions, and the transfer of meaning
to others in order to influence them to take action or
express an idea or thought.
Communication comes from the latin word “communis”
meaning common.
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3 Basic Questions
• Why do we communicate?
• What has to happen for communication to
take place?
• Why our attempts at communication
sometimes fail?
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Communication Axioms
• Communication is unavoidable
• Communication is irreversible
• Communication involves content and
relationship
• Communication is rule-governed
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Three Good Reasons Why You Should
Care About . . . Organizational
Communication
1. Although managers spend a great deal of time
communicating with others, they tend not to do
so as effectively as possible
2. Properly managing organizational
communication is key to individual and
organizational effectiveness
3. Being a good communicator can help you
advance to a higher organizational purpose
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Why Is Communication Central
to Effective Relationships at Work?
Introduction
• Success at Work
– Ability to Share Information
– Ability to Communicate
Why Is Communication Central
to Effective Relationships at Work?
Introduction
• Good Leaders and Successful Employees
– Know What They Communicate
– Know How They Share Information
Resonant relationships are vibrant
and supportive relationships that
foster respect, inclusion, and
open and honest dialogue.
4–10
Why Is Communication Central
to Effective Relationships at Work?
Discussion Questions
• When you begin working with a group or team
(on a class project, for example), what strategies
do you use to help people get to know each other
and build resonant relationships? What are some
new ideas for relationship building that you may
adopt as a result of this course?
• Recall a situation in which someone (maybe a
boss or teacher) communicated clearly, but in a
way that offended you. What happened? Why did
it bother you?
4–11
How Do Humans Communicate?
Introduction
• Communication Defined
– Very Complex
• Share everything
• Use words
• Communicate nonverbally
4–12
How Do Humans Communicate?
Language: Our Human Specialty
• Language Defined
– Tied to Our Ability to Think
– Several Ways of Expression
– Both Thoughts and Feelings
4–13
How Do Humans Communicate?
Verbal and Sign Language
• Oral Language
• Sign Language
Written Language
• Permanent Record
• Explanation of Lengthy Ideas
• Physical and Online Forms

Denotation
 Dictionary
Meaning

Connotation
 “Baggage”
That
Accompany
Words
4–14
How Do Humans Communicate?
Nonverbal Communication
•
•
•
•
Gestures and Other Expressions
Largest Contributor in Communication
Limbic Response
Empathy Is Accuracy
How Do Humans Communicate?
Body Language
• Physical Gestures Convey Meaning
• Nonverbal Feedback
Vocal Intonation, Volume, and Pacing
• Vocal Intonation Defined
• Intertwined in Communication
• Key to Communicating Well
How Do Humans Communicate?
Discussion Questions
• How does your use of language change in social
settings when meeting new people? In professional
settings? How does your use of language affect other
people’s first impressions of your character, your
values, and your code of ethics?
• Have you ever received feedback on your body
language? What was the feedback? How did this affect
how you think of yourself as a communicator? How did
this affect your awareness of your body language?
How Do We Communicate and
Interpret Sophisticated Information?
Expressing Emotions
• Six Basic Emotions
–
–
–
–
–
–
Happiness
Sadness
Fear
Anger
Disgust
Surprise
• Subtly Expressed or Culture Specific
• Managed Consciously
• Unintentionally Gives “Voice” to Emotions
How Do We Communicate and
Interpret Sophisticated Information?
Interpreting Emotions, Opinions, and Facts at Work
• Conveyed Constantly
• Reading Accurately
• Dealing with Conflicting Opinions
How We Manage Our Image through Communication
• Face
• Strategy
– “Positive Politeness”
– “Negative Politeness”
How Do We Communicate and
Interpret Sophisticated Information?
• Wilbur’s Model
– Individual versus Collective
– Interior versus Exterior
Interior
(Subjective)
Individual
Collective
Exterior
(Objective)
My values
My behavior
Our culture
Our common
language
What Is the Interpersonal
Communication Process?
Introduction
• Interpersonal Communication Model
– Sender
– Message
– Receiver
– Channel
– Encoding
– Decoding
Feedback  receiver
indicates to the sender
through words or nonverbal
signals that a message has
been received, or that more
communication is desired.
The Schramm Model of Communication
• Information
Encoded,
Transmitted, and
Decoded
• Misinterpreted Due
to Noise
The Shannon-Weaver Model of Communication
• Interactive Process
• Bidirectional Process
What Is the Interpersonal
Communication Process?
The Berlo Model of Communication
• Communication Affected by Skills, Attitudes,
Culture…
What Is Organizational
Communication?
Direction of Communication Flow
• Internal
Communication
– Downward
Communication
– Upward
Communication
– Horizontal
Communication
• Filtering
What Is Organizational
Communication?
Direction of Communication Flow
• Internal
Communication
• External
Communication
What Is Organizational
Communication?
• Wheel Network
• Chain Network
• All-Channel Network
4–26
What Is Organizational
Communication?
Formal versus Informal Communication
• Formal
Communication
– Linked to the
Formalized Power
Relationships
• Informal
Communication
– Outside the Formal
Structure
– Grapevine
Formal Communication
Formal communication is the
process of sharing official
information with others who
need to know it. Formal
communication usually follows
the prescribed pattern of
interrelationships between
various units of an
organization, which is
commonly depicted in an
organization chart
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Formal Communication
Downward communication consists of
instructions, directions, and orders – that is,
messages telling subordinates what they should
be doing – as well as feedback
Upward communication consists of messages
that managers need to do their jobs, such as data
required to complete projects, suggestions for
improvement, status reports, and new ideas
Horizontal communication consists of messages
that flow laterally, including efforts at
coordination and attempts to work together
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Informal Communication
Informal communication
consists of information shared
without any formally imposed
obligations or restrictions
The grapevine refers to the
pathways along which
unofficial information travels
Rumors are messages that
transmit information that is
almost totally without any basis
in fact and is unverifiable
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Forms of Communication
Verbal communication consists
of transmitting and receiving
ideas using words
– Oral: face-to-face talks,
telephone conversations
– Written: faxes, letters, e-mail
messages
Nonverbal communication
consists of transmitting and
receiving ideas without words
– Facial gestures, body language,
clothes
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What Is the Interpersonal Communication Process?
Effective and Efficient Communication
Effective
Communication
Efficient
Communication
Traditional Communication Media
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What Is the Interpersonal Communication Process?
Choosing “Rich” or “Lean” Communication Channels
• Rich Channels
– Carry More
Information
– Less Ambiguous
Message
– Specific Receiver
– Opportunities for
Feedback
– Verbal and Nonverbal
Signals
• Lean Channels
– Less Information
– Convey Simple
Information
– To Specific
Individuals
Face-to-Face vs. Online Communication
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What Is the Interpersonal
Communication Process?
Discussion Questions
• How do you give feedback during a conversation? Do
you provide it face-to-face or some other way? Are you
aware of how you use body language? Do you ask
questions? Do you restate what have you heard? Do
you talk about an experience that is similar to what you
have heard? How effective are your methods?
• In general, a rich communication channel is considered
superior for accurate communication. Come up with
three examples in which a lean channel is more
effective for specific purposes. Share the three
examples you identify with a classmate and discuss.
How Do We Use Information
Technology
to Communicate at Work?
Introduction
• Technology Has Changed Communication
– Elimination of language barriers
– New Rules for proper communication behavior
• E-mail and Text Messaging
• Web Conferencing and Videoconferencing
• Social Media
How Do We Use Information Technology
to Communicate at Work?
Discussion Questions
• Consider two situations: one in which information
technology helped you build a relationship, and one in
which it inhibited the development of a relationship.
How did technology help in the first instance and get in
the way in the second?
• Many argue that new communication technologies
have made social interactions impersonal and that
people are not developing enough face-to-face
communication skills. What is your opinion on this
topic?
What Are Common Barriers
to Effective Communication?
When Language Gets in the Way of Communication
• Multilingual Workplace
• Barriers
– Emotional Expressions
– Accents
– Native Usage of Language
– High Energy Investment
– Dialects
– Jargon
What Are Common Barriers
to Effective Communication?
Poor Communication: It Happens Too Often!
• Competent Communication
– Competent Communicators
– Receiver Responsibility
What Are Common Barriers
to Effective Communication?
Enemies of Communication
• Selective Perception
• Stereotypes
Managing Your Interpersonal
Communication Skills – Johari
Window
Known to Self
Unknown to Self
Known
to Others
Open Self
Blind Self
Unknown
to Others
Hidden Self
Unknown Self
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What Are Common Barriers
to Effective Communication?
The Interaction of Communication and Power
• Power
• Communication Is
Affected by Power
• Manage Your
Reaction to Power
– A Means to Control
Communication
– Determines Which
Communication
Networks Are Used
– Linked to Social
Groups
Why Is It Challenging to Communicate
in a Socially Diverse World?
Yes, Men and Women Communicate Differently
• Women Tend To
– Seek Connections
– Forge Relationships
– Likely to Temper Their Communication
• Men Tend To
–
–
–
–
Assert Independence
Use Communication to Define Their Status
Assert Ownership
Avoid Offering Apologies
Why Is It Challenging to Communicate
in a Socially Diverse World?
Communication and the Age Factor
• Differences between Different Generations
– Millennials
•
•
•
•
Directness
Frequent Feedback
Flexibility at Work
Accustomed to Technology
– How Baby Boomers See Millennials
• A Sense of Entitlement
• Don’t Want to Put in the Hours
What Is Organizational
Communication?
The Power of Storytelling
Stories Are:
 Simple
 Timeless
 Appeal to all ages,
genders, races
 Fun
Stories Can Be:
 Integral to an organization’s
culture
 A useful form of training
 A great method for
empowering folks
 An excellent means to pass
on corporate tradition
What Can Supervisor Do to Ensure
Effective Communication and Resonant
Relationships in Organizations?
Communicating Labor Laws
• Supervisor's Responsibilities
– Current on Labor Relations
– Employees and Management
Understand the Law
What Can Supervisor Do to Ensure
Effective Communication and Resonant
Relationships in Organizations?
Gathering and Communicating Employee Engagement Information
• Employee Morale
• High Morale:
– Enthusiasm,
Commitment, Trust…
• Low Morale:
– High Employee Turnover,
Absenteeism…
4–48
What Can Supervisor Do to Ensure
Effective Communication and Resonant
Relationships in Organizations?
How to Measure Employee Engagement
• Qualitative Research
• Quantitative Research
What Can Supervisor Do to Ensure
Effective Communication and Resonant
Relationships in Organizations?
Discussion Questions
• Describe a situation in which morale played an
important part in the effectiveness of a group or
organization to which you belonged. What was the
impact of high or low morale? Was anyone responsible
for monitoring morale? If so, how did they do it, and
how did they communicate their findings to the group?
Basic Rules for Sending Clear and Powerful
Messages
•
•
•
•
Be sure you know what message you want to send.
Determine the most appropriate channel for your message.
Simplify your language to match your audience.
Remember that jargon can hurt communication when it is
unfamiliar to the receiver, but it may improve
communication when it is familiar.
• Create a level of trust that makes people feel comfortable
passing bad news up and down the hierarchy.
• Be careful about poor or inadvertent use of inappropriate
nonverbal signals.
• Practice empathy when communicating.
4–51
When to Break the Rules
•
•
•
•
Quality
Quantity
Relevance
Manner
4–52
Listening
• Communication activity that occupies most of
our time (Paul Rankin – Ohio State University
circa 1930)
• 42-60% of total communication time spent
listening (Purdy & Boristof, p.4)
• One voluntary activity that humans perform
the most (Wolff & Marsnik, p.2)
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Principles of Effective Listening
• Active Attention:
– Hearing = physical ability to accept and transmit
sound waves from the eardrum to the brain
– Listening = ability to put meaning to that
transmission of words
– Effective Listening involves mental activity,
including cognitive and affective processing of
received information
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Improving Listening Skills
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Nonverbal Communication
The transmission of
messages without the
use of words
Types
Mode of Dress
Waiting Time
Seating Position
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The Significance of Nonverbal
Communication
• It conveys meaning
– Anywhere from 65-93% of the meaning of a
message lies in the nonverbal aspect
• It reflects the unspoken
– Nonverbal behaviors can “leak” true feelings
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Nonverbal Communication in the
Workplace
Remember:
Actions Speaks Louder
Than Words!
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Nonverbal Communication Tips
 Stand and sit using an erect posture. Avoid slouching.
 When confronted, stand up straight. Do not cower.
 Nod your head to show that you are listening to
someone talk.
 Maintain eye contact and smile at those with whom
you are talking.
 Use hand gestures in a relaxed, nonmechanical way.
 Always be neat, well groomed, and wear clean, wellpressed clothes.
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Table 8.1
Nonverbal Miscommunication
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Discussion Questions
• During the next day or so, consciously monitor your
intentions when communicating. Then, reflect on these
intentions and how they affect both you and others.
4–61