Internal Communication Quiz

Chapter Four: Types of Communication in Organizations

• Organizational communication is categorized based on various factors, including environment, structure, and human aspects.
• Communication can be internal and external.

4.1 Types of Communication Based on the Environment

• External Communication: Communication with individuals or groups outside the organization, such as customers, suppliers, investors, or the general public.
  • Crucial for building positive reputations, managing stakeholder relationships, and promoting products/services.
  • The exchange of information between the organization and external stakeholders.
• Dynamic and Uncontrolled External Environment: Requires continuous information exchange with outside agencies and individuals.

Two Key Functional Units

• Marketing Department: Focuses on selling goods and services.
• Public Relations Department: Responsible for the overall well-being of the organization.

Functions of External Communication

• Hiring Employees: Companies advertise vacancies, receive applications, interview candidates, and hire the successful ones; this process involves communication. (HRM function activity)
• Dealing with Customers: Communication used for sales letters, advertisements, personal sales calls, and formal proposals to stimulate interest. Crucial in functions involving credit checking, billing, and handling complaints. (Marketing and Sales Function Activity)
• Negotiating with Suppliers and Sponsors: Companies develop written specifications to obtain supplies/services and negotiate with lenders. (Accounting and Finance Function Activity)
• Informing Investors: Using balance sheets, income statements, and ratio analysis to give investors insight into business performance.( Accounting and Finance Function Activity).
• Interacting with Government: Government regulations are communicated through papers. Organizations fulfill requirements like tax forms. (Public relations function)

B. Internal Communication

• Internal Communication: Involves communication among managers, other personnel, and subordinates within the organization
  • Crucial for promoting collaboration, teamwork, and a positive organizational culture.
  • Exchange of information, ideas, and messages within the organization.

Key Aspects of Internal Communication

• Information Sharing: Sharing goals, objectives, policies, procedures and other relevant information.
• Collaboration and Teamwork: Encouraging employees to share ideas, exchange feedback, collaborate to achieve common goals.
• Employee Engagement and Satisfaction: Creating a positive and engaging work environment for valued employees leading to high job satisfaction and retention rates.
• Organizational Culture: Shaping and maintaining the company's values, norms, and expectations within the workplace.

2. Verbal and Nonverbal Communication

• Verbal Communication: Communication using language or words (spoken or written).
  • Oral Communication: Speaking and listening.
  • Written Communication: Writing and reading.

Aspects of Effective Speaking

• Clarity and Conciseness: Using precise language, avoiding jargon/technical terms unfamiliar to the audience.
• Appropriate Language and Tone: Choosing language and tone appropriate for the audience, context, and purpose.
• Engaging Audience: Active listening, appropriate nonverbal cues (eye contact, gestures, facial expressions) to build trust and rapport.
• Adapting Message: Tailoring the message to the specific needs & interests of the audience.

Active Listening

• Close Attention to Speaker: Focus on speaker’s words, tone, and body language; avoid distractions.
• Clarifying Questions: Asking clarifying questions to ensure understanding and seek additional information.
• Demonstrating Active Participation: Using nonverbal cues (nodding, summarizing, maintaining eye contact) to show engagement and attentiveness.

Written Communication

• Important when complex messages need to be conveyed. Writing is important for functions such as placing orders, informing employees, reporting, sending memos, and completing various forms.
• Effective Writing Includes:
  • Organizing information logically.
  • Using proper grammar, spelling, punctuation.
  • Adapting tone/style to the audience & context.
  • Incorporating visual elements.

Nonverbal Communication

• Communication without the use of language.
  • Expression of Emotions/Attitudes: Using facial expressions, body posture, tone, voice, and gestures to convey emotions.
  • Regulating Conversation Flow: Using nonverbal signals to indicate when to speak and when to continue.

Facial Expressions

• Important means of nonverbal communication.
• Demonstrating confidence, attentiveness, enthusiasm.
• Maintaining appropriate eye contact is important.

Postures and Gestures

• Postures and gestures communicate different emotions/attitudes and often provide information about the relationship & level of trust.

Proximity

• Physical distance also conveys different meanings in conversations, and inappropriate distance may be interpreted negatively.

Tone of Voice

• Pitch, volume, and pace of speech help convey emotions, and enthusiasm or seriousness.

Haptic

• Touch (e.g., handshakes, pats on the back, hugs) conveys messages about relationships and trust levels.

Importance of Nonverbal Communication

• Reliability
• Supportive to verbal communication.
• Quickness
• Facilitate specific tasks, such as teaching.

Types of Communication Based on Structure

• Formal Communication: Established by management shown in organizational charts. Used for official messages, policies, and procedures.
  • Includes: Downward, Upward, Lateral, & Diagonal Communications.
• Informal Communication (Grapevine): Informal communication, including the single strand, probability, gossip, and cluster chains. It is fast and spontaneous but not always reliable.

Intrapersonal & Interpersonal Communication

• Intrapersonal Communication: Communication within oneself (thinking, encoding, decoding).
• Interpersonal Communication: Communication between or among individuals.

Functions of Communication

• Information Exchange: Organizations exchange information to effect change within the environment and adapt to their environment to survive.
• Idea Imposition/Enforcement: Information exchange and idea imposition are related in organizations; information does more than just inform, in effect influencing.
• Evaluation: Assessing individuals (e.g., through job interviews) and the organization itself.
• Soliciting Feedback: Obtaining feedback from employees.

Summary of Communication Types