Chapter Four: Types of Communication in Organizations PDF

Chapter Four 4. Types of Communication in Organization  4.1 Types of Communication  Based on the environment 1. External and Internal Communication A. External Communication- refers to communication with outside the organization such as customers, suppliers, professional associatio...

Chapter Four 4. Types of Communication in Organization  4.1 Types of Communication  Based on the environment 1. External and Internal Communication A. External Communication- refers to communication with outside the organization such as customers, suppliers, professional associations, government organization etc. External communication involves the exchange of information between an organization and its external stakeholders, such as customers, suppliers, investors, regulators, and the general public. Effective external communication is crucial for building and maintaining a positive reputation, managing relationships with stakeholders, and promoting the organization's products or services. 2  As the external environment has become more dynamic and not controlled, regular exchange of information with outside agencies and individuals becomes essential. 3  Two functional units particularly important in managing the flow of external messages: the marketing department and the public relation department. Marketing function focuses on selling goods and services, whereas Public relations is more concerned with developing the organization’s overall wellbeing. 4  Functions of External Communication 1. Hiring the employees If a company wants to hire someone, it advertises the vacancy, receives applications, calls the candidates, takes the interview and then offers job to the successful candidates. The whole process requires communication.  It is HRM function activity 5 2. Dealing with customers Sales letters, advertisements, personal sales calls, and formal proposals are all used to stimulate the customer’s interest. Communication also plays a great role in such customer related functions as credit checking, billing, and handling complaints and questions. Marketing and sales function activity 6 3. Negotiating with suppliers and sponsors To obtain necessary supplies and services, companies develop written specification that outlines their requirement. Similarly, to arrange finance, they negotiate with lenders and fill out loan applications. Its Accounting and finance function activity 7 4. Informing the investors Balance sheet, income statement, and ratio analysis are used to inform the investors regarding performance of business.  Accounting and finance function activity 8 5. Interacting with government Government agencies make certain rules to regulate the economy. These rules are communicated to organizations through various papers. These organizations try to fulfill, these requirement like filling taxation form and other documents. Public relations function 9 B. Internal Communication Internal Communication: takes place within the organization among managers and other personnel between department, superiors and subordinates. Vertical and horizontal communications take place within the organization. 10  Internal communication refers to the exchange of information, ideas, and messages within an organization. It involves communication among employees, managers, and departments within the organization. Effective internal communication is essential for promoting collaboration, teamwork, and a positive organizational culture. 11 The key aspects of internal communication includes Information sharing: This includes sharing of goals, objectives, policies, procedures, and other relevant information that employees need to know to perform their jobs effectively. Collaboration and teamwork: It enables employees to share ideas, exchange feedback, and work together to achieve common goals. Employee engagement and satisfaction: It enables employees to feel valued, heard, and connected to the organization, leading to higher job satisfaction and retention rates. Organizational culture: Internal communication plays a crucial role in shaping and maintaining the organization's culture. It helps to reinforce the organization's values, norms, and expectations, and promotes a positive work environment. 12 2. Verbal and Non-Verbal Communication A. Verbal Communication: means such a communication that takes place by means of a language or words.  It is a type of communication that involves the use of spoken or written words to convey a message.  It is one of the most common and effective forms of communication, as it allows for the precise and accurate transmission of information.  It includes the following contents. I. Oral Communication (Speaking & Listening) II. Written Communication (Writing & Reading) 13  I. Oral Communication  Speaking  In order to send message in business, speaking plays a vital role. Giving instruction, conducting interviews, attending meetings, sending orders through telephone calls are very common in today’s business. Effective speaking in business communication involves:  Articulating ideas clearly and concisely: This means using precise language and avoiding jargon or technical terms that may be unfamiliar to the audience.  Using appropriate language and tone: The language and tone used should be appropriate for the audience, context, and purpose of the communication.  This may involve adapting the message to the level of formality, the industry-specific terminology, or the cultural nuances of the audience. 14  Engaging the audience through active listening and appropriate nonverbal cues: Effective speaking is not just about delivering a message, but also about engaging the audience. This involves actively listening to the audience's responses and adjusting the message accordingly, as well as using appropriate nonverbal cues, such as eye contact, gestures, and facial expressions, to build rapport and trust. Adapting the message to the needs and interests of the audience: Successful business communication requires the ability to tailor the message to the specific needs and interests of the audience. This may involve highlighting relevant information, addressing specific concerns, or providing solutions to the audience's problems. 15  Listening  People in business spend more time in obtaining information then transmitting it. Listening is the most important way to receive information:-  Information regarding order of employers, instruction, rules and regulation, customer trend etc., is obtained through listening.  It enables individuals to understand the needs, concerns, and perspectives of others. 16  Effective listening in business communication involves: Paying close attention to the speaker: This means focusing on the speaker's words, tone, and body language, and avoiding distractions or interruptions. Asking clarifying questions to ensure understanding: Effective listening involves asking questions to clarify any uncertainties or seek additional information. This helps to ensure that the message is fully understood and that the listener can provide appropriate responses. Demonstrating active engagement through verbal and nonverbal cues: Active listening involves using verbal cues, such as nodding, affirming, or summarizing, as well as nonverbal cues, such as maintaining eye contact, to show that the listener is engaged and attentive. 17  II. Written Communication  Writing  It is used when a complex message is sent. Placing order through letters, informing employees, sending reports and memos, filling different government forms are some examples of this aspect of written communication. Effective writing in business communication involves: Organizing information in a logical and coherent manner: This means structuring the message in a way that is easy to follow and understand, with a clear introduction, body, and conclusion. 18  Using proper grammar, spelling, and punctuation: Effective business writing requires attention to detail in terms of grammar, spelling, and punctuation, as these elements contribute to the overall professionalism and credibility of the message. Adapting the tone and style to the audience and context: The tone and style of the writing should be appropriate for the audience, context, and purpose of the communication. This may involve using formal or technical language, or a more informal and conversational tone, depending on the situation. Incorporating visual elements to enhance clarity and engagement: Effective business writing often involves the use of visual elements, such as headings, bullet points, and images, to break up the text and make the message more engaging and easier to understand. 19  Reading Reading reports, memos, policies, circulars, and different business statements are essential for an organization: Reading involves understanding and interpreting the message. 20 B. Non-Verbal Communication It means communication without the use of language or words. Nonverbal communication refers to the use of body language, facial expressions, tone of voice, silence and other nonverbal cues to convey messages and emotions. This type of communication is often subconscious, meaning that individuals may not be fully aware of the nonverbal signals they are sending or receiving. However, nonverbal communication can have a significant impact on the way messages are perceived and interpreted. Its explanation is as follows; 21 1. Facial Expressions Face and eyes are helpful means of non-verbal communication. Eye contact: Maintaining appropriate eye contact can demonstrate confidence, attentiveness, and engagement. Avoiding eye contact may be interpreted as a lack of confidence or dishonesty. The tone and intensity of facial expressions can convey emotions, such as anger, confusion, enthusiasm, fear, joy, enthusiasm, concern, or skepticism. Smiling, for example, can create a more positive and approachable atmosphere, while a stern or serious expression may be more appropriate in certain situations.22 2. Postures & Gestures/movement Postures means the language primarily composed of hand and fingers. Communication of deaf/not hear people and signal given by traffic constable are the example of posture. Gestures and body movement also indicate many things. 23  Posture: Maintaining good posture, such as sitting or standing up straight, can convey confidence and attentiveness. Slumping or slouching may suggest a lack of confidence or disengagement. Gestures: Using appropriate and controlled gestures can help to emphasize points and convey enthusiasm. Excessive or distracting gestures, on the other hand, can be seen as unprofessional or even aggressive. Waving(goodbye), pointing(attention), thumbs up(approval), peace sign( V shape), finger to libs(keep secret), shaking head side(disagreement), high five(celebration), nodding( agreement) and hugging( affection). 24  Proximity: The physical distance between individuals during a conversation can also convey messages. Standing too close may be perceived as intrusive, while standing too far may suggest a lack of interest or engagement. 25 3. Tone of Voice Pitch: The highness or lowness of a person's voice. The pitch of the voice can convey emotions, such as excitement, concern, or urgency. A higher-pitched voice may be perceived as more enthusiastic or emotional, while a lower-pitched voice may be seen as more authoritative or calm. Example: A person saying "I'm so excited!" with a high-pitched voice conveys excitement and enthusiasm, while saying "I'm so sad" with a low-pitched voice conveys sadness and melancholy. 26  Volume: The volume of the voice can also convey messages. Speaking too loudly may be perceived as aggressive or intimidating, while speaking too softly may be seen as unconfident or unengaged. Example: A person saying "Hey, can you hear me?" at a loud volume conveys urgency and importance, while saying "Let's keep this quiet" at a soft volume conveys secrecy and confidentiality. Pace: The pace of speech can indicate the speaker's level of confidence and control. Speaking quickly may suggest excitement or nervousness, while speaking slowly may be interpreted as a sign of thoughtfulness or deliberation. Example: A person saying "I need to get this done now!" with a fast pace conveys urgency and impatience, while saying "Take your time, there's no rush" with a slow pace conveys calmness and patience. 27 4. Haptic: Touch: The use of touch, such as handshakes, pats on the back, or hugs, can convey messages about the relationship and the level of trust between individuals. The appropriate use of touch depends on the cultural context and the nature of the interaction. 28  Importance of non-verbal communication What are the importance's of non-verbal communication? 29 1. Reliability Non-verbal communication is more reliable then verbal communication. Words can be controlled more easily but it’s difficult to express facial expressions like sadness, gladness, joy etc. So non-verbal communication is regarded as a more reliable means for transmitting message. 30 2. Support to verbal communication Body language and appearance support the verbal communication. A wave of hand, smile…etc. might be very useful to explain and understand a particular point of view. 31 3. Quickness A denial or acceptance expressed by moving head saves lot of time. So, it is important in this respect that non-verbal communication transmits the message quickly. 32 Functions of Non-Verbal Communication There are following six functions of it.  To provide information either consciously or unconsciously.  To regulate the flow of conversation.  To express emotion.  To qualify, complement, contradict verbal message.  To control or influence others.  To facilitates specific tasks, such as teaching a person. 33  To provide information either consciously or unconsciously: Nonverbal cues can convey information about a person's emotions, attitudes, and intentions. For example, facial expressions, body language, and tone of voice can provide clues about a person's true feelings or intentions. To regulate the flow of conversation: Nonverbal communication helps to regulate the flow of conversation by signaling when it is someone else's turn to speak or when the speaker wants to continue. For example, nodding or using verbal cues like "uh-huh" can indicate that the listener is engaged and encourage the speaker to continue. To express emotion: Nonverbal communication is often used to express emotions. Facial expressions, gestures, and tone of voice can convey emotions such as happiness, sadness, anger, or fear. These nonverbal cues can be more powerful than words in conveying emotions. 34  To qualify, complement, or contradict verbal messages: For example, a smile can complement a verbal message of friendliness, while a frown can contradict a verbal message of sarcasm. To control or influence others: For example, maintaining eye contact can convey confidence and authority, while avoiding eye contact can indicate a lack of confidence or interest. Nonverbal cues can also be used to establish dominance or submission in social interactions. To facilitate specific tasks such as teaching a person: For example, using gestures or demonstrations can help to illustrate a concept or process. Nonverbal cues can also be used to provide feedback or guidance during a learning process. 35  Oral Vs. Written Communication 1. Ratio According to a rough estimate, about 75% of total communication is oral whereas the rest is written. 2. Data Safety Data and information are safe in written communication while most of information is forgotten in oral communication.. 36 3. Nature of message Written communication is used when the message is complex and oral communication is used for simple message. 4. Legal Aspect  From legal point of view, oral communication is least reliable and written communication is much more reliable.  For example, an oral promise may not be challenged in a court in general but a written promise can be challenged. 37 5. In time Aspect Information can be transferred within a short period of time in oral communication but it takes more time in written communication. 38 6. Non-verbal facilities Oral communication can be supported by non-verbal facilities like gestures, postures etc. but such a support is impossible in written communication. 39 7. Grammar & Accent Oral communication required consideration for accent and pronunciation whereas written communication needs correct grammar and spelling. 40 Informal Communication  Communication in organizations takes two forms: “formal” and informal”- based on orgn structure. A. Formal Channel of Communication is established by the management and formally shown in the charts of the organizations.  It is the channel which is deliberately and intentionally established. 41  Formal channel is the line of communication for transmission of messages and information officially within and outside the organization. The formal communication channel is used to transmit official messages, policies, procedures, directives, and job instruction… 42  Formal channels of communication provide for the structured flow information primarily in Vertical communication  Downward Communication  Upward Communication  Secondarily Horizontal Communication  Lateral Communication and  Diagonal Communication. 43  I. Vertical Communication A. Downward Communication Vertically flows from a higher level to one/more lower levels in the organization. Carries the message that translates top management planning and decision making into orders that direct office employees. Some examples of downward communication are:  Work assignment and directives  Feedback about work performance 44 B. Upward Communication Vertical flow of communication from a lower level to higher levels in the organization. Supervisor to middle level manager, from manager to general manager and then from general manager to board of directors. It moves in the opposite direction. 45 Some examples of Upward communication are: Unresolved work problems in which subordinates may need help from seniors. Suggestions (ideas) for improvement in offices or department/organization. The feelings of subordinates about their jobs, associates, working environment and etc… 46  II. Horizontal Communication A. Lateral Communication It usually follows the pattern of workflow in an organization occurring between members of work groups/ between one work group with another/ between members of departments having the same status. Its main purpose is to provide a direct channel for organizational co-operation and problem solving. Ex. The promotional team collaborates with the product development team to create a campaign for a new product launch. They discuss customer needs, product features, and promotional strategies without involving senior managers. 47 B. Diagonal Communication Refers to interchange of message among two persons located at different levels of hierarchy and outside the direct chain of command. It serves the purpose of coordination and integration and involves by passing the chain of command as in the case of horizontal communication. Ex. A junior marketing executive collaborates directly with the head of IT to discuss the development of a new CRM system. Although they belong to different departments and levels, this interaction ensures the system 48 meets marketing needs effectively. B. Informal Channel of Communication known, as the grapevine/talking an informal way in organization/ is communication that takes place without regard to hierarchical or task requirements. Informal communication can be thought of as relating to personal rather than positional issues. Does not follow the formal channels established by the management. 49  Characteristics of Informal Communication  It is very fast and spontaneous: Ex: Rumors about a company restructuring can circulate across departments in hours, even before any formal announcement.  It is not entirely reliable: Informal communication often lacks verification, leading to inaccuracies or exaggerations.  Its messages are difficult to stop once they get started:  It is accessible to everybody in that organization.  It can be supportive or obstacle to the effort of management: Informal communication can either help achieve goals by spreading positive messages or hinder efforts through misunderstandings. 50  Types of Grapevine Chains A. Single strand Chain: Information passes sequentially from one person to another in a straight line, like a game of "telephone.“  Information accuracy decreases as it passes through multiple people  In this chain Person “A” tells to a single person “B”, who tells it to a person “C” and so on B. Probability Chain: Tell people at random and those people intern tell other at random. 51 C. The Gossip Chain: a person being the source of the information transmits to many individuals. D. Cluster Chain: Here person “A” conveys the information to few selected individuals, some of whom then inform a few selected individuals. 52  How Organizations Handle Grapevine Chains Transparency: Share verified information openly through formal channels to reduce reliance on the grapevine. Monitor Trends: Understand common grapevine patterns to address concerns proactively. Encourage Feedback: Allow employees to clarify rumors or questions directly with management. Build a Culture of Trust Use Empathy and Emotional Intelligence 53  Intrapersonal Communication A. Interpersonal Communication: is a communication flow from individual to individual in face to face and group settings.  It is a type of communication that exists between or among people. 54 B. Intrapersonal Communication: is communication with in oneself. It refers to speaking to oneself. Thinking, encoding, decoding is can be examples. 55  Intrapersonal communication is the foundation for interpersonal communication and there is no interpersonal communication without intrapersonal communication. 56 4.4 Communication Functions  Within each organizational setting, communication performs a variety of functions. I. Information Exchange-any organization that does not exchange information only within its environment.  The organization both effects change in its environment and responds to change in order to survive. 57 II. Idea & Attitude imposition/Enforcement Information exchange and idea imposition are not separate. Such information clearly does more than inform. 58 III. Evaluation A third major communication function is evaluation. When we evaluate, we process, interpret, and judge. Each of us is evaluated before entering the organization through applications and employment interview, and the notion of evaluation is really inherent/nature in the organization’s hierarchy. 59 IV. Soliciting/ask Feedback A fourth function of communication is soliciting feedback. Some employees simply are not interested in communicating to management or participating in decision making; others are afraid to communicate with management. 60 Summary of types communication 61 62