Business Communication Skills Unit 2 PDF

BUSINESS COMMUNICATION SKILLS UNIT 2: ORGANISATIONAL COMMUNICATION Ms. Linda Quagraine Ms. Edna Owusu-Bempah 1  Objectives ORGANISATIONAL COMMUNICATION  Written and Oral (spoken) communication  Formal and informal communication ...

BUSINESS COMMUNICATION SKILLS UNIT 2: ORGANISATIONAL COMMUNICATION Ms. Linda Quagraine Ms. Edna Owusu-Bempah 1  Objectives ORGANISATIONAL COMMUNICATION  Written and Oral (spoken) communication  Formal and informal communication  Internal and external communication  Electronic communication  Cross-cultural communication Intro to Organisational Communication  Communication is a very important part of any organization.  It takes place among business entities, within markets, various groups of employees, buyers and sellers, service providers and clients, salesperson and prospective buyers, and within an organization and with the press.  Communication needs to be effective in business.  Communication is the essence of management.  The basic functions of management (Planning, Organizing, Staffing, Directing and Controlling) cannot be performed well without effective communication.  Organizational communication involves constant flow of information. 3 6/18/2023  Organisational Communication Defined. Optimizing organizational communication can have a powerful impact on the efficacy of an organization.  It is a broad field that encompasses all forms of communication that allow organizations such as companies, government agencies, and non-profits to function, grow, connect with stakeholders, and contribute to society.  It is also complex - involves many moving pieces within an organization, requiring clear communication in order to maximize efficacy of the organization.  It comprises many forms of information transfer and relationship mediation, from interpersonal communication, group communication, and cross-cultural communication, to mass communication and digital and social media.  Organizational Communication Defined  Organizational communication can be explained as the communication that happens within and outside the organization.  That is, all the communication activity you’ll see if you go to any organization today:  sending emails, writing memos,  talking on the phone, having meetings,  teleconferencing, video conferencing,  speeches, presentations, and so on and also with other stakeholders. There are various levels of hierarchy in an organization.  The greater the number of levels, the more difficult is the job of managing the organization. 5 6/18/2023 A Typical Organisational structure 6 6/18/2023  Methods and Modes of Organisational Communication Methods Modes Verbal Non-verbal Modes (Electronics) Oral Written Body language Silence Fax Face-to-face Letters Facial expressions Signs Computers Telephone Memos Gestures Postures Internet Notices Posters Colours E-mail Circulars Dress & grooming Maps Reports Proxemics Graphs & Charts  Written and Oral (spoken) Communication  Oral Communication: Oral communication is transfer of information by means of spoken words.  Written communication is the expression of language by means of visible signs.  Advantages and Disadvantages of Oral Communication Advantages: 1. Its direct & time saving 2. It saves money 3. It conveys the exact meaning of words 4. It provides immediate feedback 5. It is more persuasive in nature 6. On-the-spot additions, deletions and corrections are possible 7. Confidential messages can be communicated 8. It is informal and friendlier 9. Develop relations 10. Motivates the speaker. Disadvantages: 1. It lacks legal validity 2. Possibility of misunderstanding 3. It lacks accountability 4. Problem of retention 5. The need for good speaking skills 6. Not always effective  Advantages and Disadvantages of Written Communication Advantages Disadvantage 1. Time, trouble & expenses 1. Reference 2. Feedback is slow 2. Permanent record 3. Problem of storage 3. Legal validity 4. Lacks friendliness 4. Aids memory & retention 5. Unsuited to countries where illiteracy 5. Accurate & organized rate is high 6. Problem of instant clarification 6. Fixing responsibility 7. Problem of writers 7. Wider reach 8. Problem of communicating secret 8. Goodwill information 9. Less chances of misunderstanding 10. Suitable for lengthy messages 11. Corporate image  Organizational Communication…  There are TWO types of communication in organizations- Internal & External  There are two basic forms of internal communication in every organization, namely, formal and informal  Formal communication can also be upward ,downward , diagonal or horizontal.  External Communication  Unlike internal communication, external communication flows outward.  It addresses people outside the organization, like the prospective customers, competitors, public, press, media and the government.  External communication can take place in various ways and through different channels.  Letters, notices, brochures, demonstrations, telephone calls, business meetings, press releases, press conferences, audio-visual presentations, publicity films product launch events and advertisements are all examples of external communication.  It is important to note that the external agency or person targeted through external communication, quite often forms an image or impression based on such communication and it is, therefore, very necessary that adequate care is taken in making it clear, intelligible and appealing. 12 6/18/2023  Internal Communication  Internal communication takes place within the organization or group–among people within, among different groups of employees and between employers and employees.  It could be oral or written, visual or audio-visual, formal or informal, and (Vertical) upward or downward.  Internal communication serves to inform, instruct, educate, develop, motivate, persuade, entertain, direct, control and caution people in the organization. 13 6/18/2023  Upward Communication  Large organizations have different hierarchical levels or tiers.  Banks, finance companies, insurance businesses, railways, and such other people-oriented organizations have typically a 3-tier or a 4-tier structure.  The process of communication to be complete and effective should encompass all these levels and tiers.  Upward communication is one which moves upward, i.e., from bottom to top levels in the hierarchy.  Any communication that moves from employees to supervisors, supervisors to managers, managers to executives, regional manager to general manager and so on, maybe categorized as upward communication.  Similarly, communication from branches to regional offices, regional offices to zonal offices, zonal offices to head office is referred to as upward communication.  Employee suggestions, market reports, performance reports, feedback on new products and requests for facilities or instructions are all examples of upward communication 14 in the organizational context. 6/18/2023  Downward Communication  Downward communication moves from top to the bottom, i.e. from the CEO downwards.  It travels through senior executives to junior level functionaries, from the controlling office to the branch, from the head of the division to the head of the unit.  Corporate goals, business priorities, motivational letters, work- related instructions, newsletters, letters from the CEO/General Manager’s desk are all typical examples of downward communication.  There may be some communication, which would move both upward and downward. A typical example of this is performance budgeting, which is a two-way process. It is a top to bottom as well as bottom-to-top 15 exercise 6/18/2023  Lateral/Horizontal Communication  Lateral communication generally takes place in an organization and is neither upward nor downward.  It proceeds in a horizontal manner and takes place among equals and at peer level.  It may also be described as peer-level communication.  Any communication that takes place, orally or in writing, from one branch head to the other, from one division head to the other, from one group head to the other, maybe described as lateral communication.  An important point worth noting in any such lateral communication is that there is not much difference in terms of the hierarchical levels or positions of the sender and the receiver. 16 6/18/2023  Diagonal Communication  This communication is a cross-functional one between employees at different levels of an organization.  It is usually used to solicit for information or support between senior level employees and lower- level employees.  It encourages information flow within an organization.  Reduces the hierarchies through which information may have to pass (richness of information is maintained). 17 6/18/2023  Formal Communication  Towards ensuring communication on a day-to-day basis, organizations develop formal systems.  Formal Communication is communication that is officially sanctioned by an organization.  It is formed out of formal channels, created by setting a formal system of responsibilities according to the hierarchical structure of the organization.  Staff meetings, union-management meetings, branch managers’ conferences, periodical sales review meetings and customer meets are examples of forums that facilitate formal communication.  Formal communication generally follows a well-defined hierarchical pattern and is usually periodic. 18 6/18/2023  Formal Communication Cont.…  A formal communication channel transmits information such as the goals, policies and procedures of an organization.  Messages in this type of communication channel follow a chain of command.  This means information flows from a manager to his subordinates and they in turn pass on the information to the next level of staff.  Memos, circulars, instructions, guidelines, clarifications, agreements and reports are some of the channels that facilitate the flow of formal communication in business organizations. 19 6/18/2023  Informal Communication (Grapevine)  Takes place in an unstructured manner and outside the formal forums.  There is an element of spontaneity in this communication.  Informal communication works well in smaller, loosely knit organizations.  It is used more often in situations where there are no rigid hierarchical tiers.  While the formal structure of communication is a must in large organizations, it is the informality that helps sustain goal orientation in small well-knit units.  Informal communication takes place through chats, conversations, informal talks and the like.  It spreads by way of gossip and rumors. It travels through informal networks and quite often travels faster than the formal messages. 20 6/18/2023  Informal Communication (Grapevine) cont…  Sometimes, it gets more powerful and becomes more receptive than formal communication.  It usually develops when employees are not previewed to information.  The prevalence of this type of communication in an organization has to be recognized and accepted.  A skilled communicator can derive benefits from such communication as well.  It may not always be possible to control the grapevine, but, nevertheless, an able communicator knows how to influence it.  Like any other type of communication, this one has its own merits and demerits.  Any e.g. of informal communication in an organization? 21 6/18/2023  Advantages of Formal Communication  Smooth Communication System: Formal communication moves through pre-determined channel and therefore everyone is aware for where and how to send the message. So, it does not face any problem to flow.  Increase in Efficiency: Such Communication increase overall efficiency of the management as organizational rules and procedures are required to be followed always.  Permanent Record: All formal communication like letters, report & memos are kept permanently. So it is helpful in future decision making.  Discipline: This communication creates the discipline in the mind of employees in any organization.  Less Errors and Mistakes: It maintains all formalities of communication for which there is less chance of errors and mistakes. That's why it has trust of source. 22 6/18/2023 Advantages of Formal Communication  Co-ordination of Work: Formal communication provides the scope of co-ordination among various functions and departments of an organization.  Reliability: Formal communication is more credible and more reliable for sending important issues like objectives, orders and directions etc.  Normal Flow of Information: It is a better communication system which ensures both inside and outside communication to be effective and fruitful. No one can hamper its original flow or pathway as it strictly follows the established rules of an organization.  Consciousness of Communicator: Formal communication is performed in a conscious way by a sender. He utilized his merits, knowledge and experience in such communication to make it a perfect one. As a result success is ensured. 23 6/18/2023  Advantages of Informal Communication  Grapevine channels carry information rapidly. As soon as an employee gets to know some confidential information, he becomes inquisitive and passes the details then to his closest friend who in turn passes it to other. Thus, it spreads hastily.  The managers get to know the reactions of their subordinates on their policies. Thus, the feedback obtained is quick compared to formal channel of communication.  The grapevine creates a sense of unity among employees who share and discuss their views with each other. Thus, grapevine helps in developing group cohesiveness.  The grapevine serves as an emotional supportive value.  The grapevine is a supplement in those cases where formal communication does not work.24 6/18/2023  Disadvantages of Grapevine Communication  The grapevine carries partial information at times as it is more based on rumors. Thus, it does not clearly depicts the complete state of affairs.  The grapevine is not trustworthy always as it does not follow official path of communication and is spread more by gossips and unconfirmed report.  The productivity of employees may be hampered as they spend more time talking rather than working.  The grapevine leads to making hostility against the executives.  The grapevine may hamper the goodwill of the organization as it may carry false negative information about the high level people of the organization. 25 6/18/2023  Guidelines to management 1) Circulate information that is accurate & strengthen upward channels of communication 2) Delegate responsibility & entrust employees with specific responsibility to strengthen trust between itself & employees 3) Invite suggestion farm grievance & redress cells, publishing house journals, make effective use of bulletins, notice boards & employee welfare schemes 4) Either cut the grapevine with official communication or use grapevine itself to circulate official information 26 6/18/2023