Introduction to
Communication
• Communication basics
• Importance of
communication
• Manager’s roles
• Communication Networks
• Grapevine
• Barriers
• Strategies
Communication is the process of exchanging
information, usually through a common system
of symbols.
Origin- Latin “communicare”
(to make common)
The Mehrabian Model
Communication Basics Process
Communication Process Model
Purposes of Business Communication
Communication in Organizations
Benefits of Effective Communication
Manager’s Roles
Methods of Communication
• Internal Communication
• External Communication
Internal Communication
• ORAL • WRITTEN
– Telephone – Memo
– Intercom – Report
– Meeting/Conference – Graphs/Charts
– Presentation – E-Mail/Fax
– Face-to-Face – Notice
Discussion – Form/questionnaire
– Messages – Newsletter
– Minutes
External Communication
• ORAL • WRITTEN
– Meeting – Brochure
– Conference/Seminar – Invitation
– Conversation
– Press Release
– Telephone – Advertisement
– Presentation – Report
– E-Mail/Fax
– Letter
Factors involved in choosing the
Means of Communication
• Cost
• Confidentiality
• Safety and Security
• Influence
• Urgency
• Distance
• Resources
• Written Record
• Recipient
Communication Flow and Channels
Organisational Communication
Channels
Communication channels:
• Vertical communication
• Horizontal communication
• Informal communication
16
Communication Flowing Through
Formal Channels
Downward Horizontal Upward
Management directives Task coordination Employee feedback
Job plans, policies Information sharing Progress reports
Company goals Problem solving Reports of customer
Mission statements Conflict resolution interaction, feedback
Suggestions for
improvement
Anonymous hotline
Forms of Communication Flowing
Through Formal Channels
Written Oral Electronic
Executive memos, letters Telephone E-mail
Annual report Face-to-face conversation Voicemail
Company newsletter Company meetings Instant Messaging
Bulletin board postings Team meetings Intranet
Orientation manual Videoconferencing
Organisational Communication
Channels
Informal communication (grapevine):
Communication which takes place without
regard to hierarchical or task requirements
Problems:
• Can carry gossip/distorted information
Benefits:
• Valuable tool for continuation/propagation of
culture
19
Informal Communication
information shared without any formally imposed
obligations or restrictions
if an organization’s formal communication
represents its skeleton, its informal communication
constitutes its central nervous system
(Behavior in Organizations, p. 307)
eng. “grapevine“
– An organization’s informal channels of
communication, based mainly on friendship or
acquaintance
– origin: American Civil War [grapevine telegraphs]
Grapevine
Informal communication
Benefits : Less expensive, quick, outlet for anxieties / frustrations
Limitations: Multi-directional, fast spreading,
unreliable, misunderstanding
Tips : Identify and verify, don’t ignore, don’t
threaten
Grapevine
1. a secret means of spreading or
receiving information
2. the informal transmission of (unofficial)
information, gossip or rumor from
person-to-person -> "to hear about
[Link]. through the grapevine"
3. a rumor: unfounded report; hearsay
Grapevine Characteristics
• oral → mostly undocumented
• open to change
• fast (hours instead of days)
• crossing organizational boundaries
Grapevine Characteristics
• inaccuracy:
– levelling
deletion of crucial details
– sharpening
exaggeration of the most dramatic details
while the grapevine generally carries the
truth it seldom carries the whole truth
Factors Influencing Grapevine
According to Gordon Allport:
• importance of the subject for both listener and
speaker
• ambiguousness of the facts
• Formula:
R=ixa
“R“: intensity of the rumor
“i“: importance of the rumor to the persons
“a“: ambiguity of the facts associated with the rumor
Employees rely on the grapevine when:
• they feel threatened,
• insecure,
• under stress
• when there is pending change
• when communication from management
is limited
Positive Aspects of the
Grapevine
• social function
• reduction of anxiety
• release mechanism for stress
• identification of pending problems
• early warning system for organizational
change
• vehicle for creating a common organizational
culture
• desired information can be circulated quickly
to a large group of subordinates (unofficially!)
Preventing Rumors
• provide information through the formal
system of communication on the issues
important to the employees
• supply employees with a steady flow of
clear, accurate and timely information
• present full facts
• keep formal communication lines open
and the process as short as possible
COMMON BARRIERS TO
COMMUNICATION
1. SEMANTICS
✓ Definition of words
✓ Choice of words
COMMON BARRIERS TO
COMMUNICATION
2. POOR CHOICE, USE OF CHANNELS
▪ When to use certain channel
✓Oral alone:
• Simple reprimand
• Settle simple dispute
✓Written alone:
• Don’t need immediate feedback
• Need record
COMMON BARRIERS TO
COMMUNICATION
2. USE OF CHANNELS
✓Both channels:
• Commendation
• Serious reprimand
• Important policy change
✓Nonverbal
• Be aware of it.
COMMON BARRIERS TO
COMMUNICATION
3. PHYSICAL DISTRACTIONS
4. NOISE, PHYSICAL,
PSYCHOLOGICAL
5. STATUS DIFFERENCE
6. EFFECTS OF EMOTIONS
COMMON BARRIERS TO
COMMUNICATION
7. PERCEPTIONS
✓Stereotypes
✓Halo effects
✓Selective perception
• See and hear what we expect
• Ignore if conflicts with “what we know.”
✓Projection
COMMON BARRIERS TO
COMMUNICATION
8. FILTERING, SCREENING
NEGATIVE INFORMTAION
9. EVALUATING THE SOURCE
[Link] OF FEEDBACK,
POOR FEEDBACK
COMMON BARRIERS TO COMMUNICATION
11. INFORMATION, DATA
OVERLOAD
12. POOR LISTENING
✓LISTEN TO RESPOND
✓LISTEN TO UNDERSTAND
More Barriers to communication
• Non-verbal signals
• Language
• Listening
• Pre-judgment
• Relationships
• Emotional Responses
• System
TO OVERCOME BARRIERS:
Learn to use feedback well.
Be sensitive to receiver’s point of view.
Listen to UNDERSTAND!
Use direct, simple language, or at least
use language appropriate to the receiver.
Use proper channel(s). Learn to use
channels well.
Learn to use supportive communication,
not defensive communication.
Tips for successful
Communication
✓ Read
✓Listen Intelligently
✓Think and plan
✓Use appropriate language
✓Be open-minded
✓Select appropriate media
✓Timing
✓Obtain feedback
✓Aim high
Thank You !
