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MANORGBEV
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Chapter 12
Communication in
Organizations
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Learning outcomes
Describe the role and importance of communication in the manager’s job.

Identify the basic forms of communication in organizations.

Describe the role of digital communication in organizations.

Discuss informal communication, including its various forms and types.

Describe how the communication process can be managed to recognize and overcome
barriers
 Communication and The Manager’s 5

Job
A Definition of Communication

Communication
The process of transmitting information from one person to another

Effective communication
The process of sending a message in such a way that the message received is as close in meaning as
possible to the message intended

Data
Raw figures and facts reflecting a single aspect of reality

Information
Data presented in a way or form that has meaning
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Management
Characteristics of Useful Information

Accurate information
Provides a valid and reliable reflection of reality

Timely information
Available in time for appropriate managerial action

Complete information
Provides the manager with all the information that he or she needs

Relevant information
Information that is useful to managers in their particular circumstances for their particular needs
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The Communication Process

Steps in the Communication Process

 Deciding to transmit a fact, idea, opinion, or other

information to the receiver.
 Encoding the meaning into a form appropriate to the
situation.
 Transmitting through the appropriate
channel or medium.
 Decoding the message back into
a form that has meaning to the
receiver.
 “Noise” is anything disrupting the
communication process.
 Forms of Communication in 8

Organization
Interpersonal Communication

Oral communication
Face-to-face conversation, group discussions, telephone calls, and other circumstances in which the
spoken word is used to transmit meaning

Written communication
Memos, letters, reports, notes, and other circumstances in which the written word is used to transmit
meaning
 Forms of Communication in 9

Organization
Communication in Networks and Work Teams

Communication network
The pattern through which the members of a group communicate

Types of Communication Networks

 Forms of Communication in 10

Organization
Organizational Communication

Vertical communication
Communication that flows up and down the organization, usually along formal reporting lines;
takes place between managers and their superiors and subordinates and may involve several
different levels of the organization

 Upward communication consists of messages from subordinates to superiors

 Downward communication occurs when information flows down the hierarchy from
superiors to subordinates.
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Organization
Organizational Communication (cont’d)

horizontal communication
Communication that flows laterally within the organization; involves colleagues and peers at the same level of
the organization and may involve individuals from several different organizational units

Formal Communication in Organization

 Forms of Communication in 12

Organization
Digital Communication

Information technology (IT) The resources used by an organization to manage information that it needs to
carry out its mission

Information Systems Advances in IT have made it increasingly easy for managers to use many different kinds
of information systems

Transaction-processing systems (TPSs) An application of information processing for basic

day-to-day business transactions

Management information systems (MISs) An information system that supports an

organization’s managers by providing daily reports, schedules, plans, and budgets

Decision support systems (DSSs) An interactive system that locates and presents
information needed to support the decision-making process
 Forms of Communication in 13

Organization
Personal Digital Technology

Telecommuting
is the label given to a new digital cottage industry. In
telecommuting, people work at home on their computers
and communicate with colleagues and co-workers using
electronic media
 Forms of Communication in 14

Organization
Digital Communication (cont’d)

Executive support system (ESS)

A quick-reference, easy-access application of information systems specially designed for instant access by
upper-level managers

Artificial intelligence (AI)

The construction of computer systems, both hardware and software, to imitate human behavior— that is, to
perform physical tasks, use thought processes, and learn

Intranets
A communication network similar to the Internet but operating within the boundaries of a single organization

Extranets
A communication network that allows selected outsiders limited access to an organization’s internal information
system, or intranet
 Informal Communication in 15

Organizations
The Grapevine
An informal communication network among people in an organization

Common Grapevine Chains Found in Organizations

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Organizations
Informal Communication in Organizations
may or may not follow official reporting relationships or prescribed channels. It may cross different
levels and different departments or work units, and it may or may not have anything to do with official
organizational business.
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Organizations
Management by Wandering Around
An approach to communication that involves the manager literally wandering around and having
spontaneous conversations with others

Nonverbal Communication
Any communication exchange that does not use words or uses words to carry more meaning than the
strict definition of the words themselves

 Images—the kinds of words people elect to use to give emphasis and effect to what
they say.
 Settings—boundaries, familiarity, home turf (e.g., office location, size, and
furnishings) are symbols of power and influence how people choose to
communicate in organizations.
 Managing Organizational 18

Communication
Barriers to Communication
 Managing Organizational 19

Communication
Barriers to Communication (Cont’d)
Individual Barriers
Several individual barriers may disrupt effective communication. One common problem is conflicting
or inconsistent signals

Organizational Barriers
 Other barriers to effective communication involve the organizational context in which the
communication occurs.
 Semantics problems arise when words have different meanings for different people.
 Words and phrases such as profit, increased output, and return on investment may have positive
meanings for managers but less positive meanings for labor.
 Managing Organizational 20

Communication
Improving Communication Effectiveness
 Managing Organizational 21

Communication
Improving Communication Effectiveness (cont’d)

More and Less Effective Listening Skills

 Managing Organizational 22

Communication
Improving Communication Effectiveness (cont’d)

Overcoming Barriers to Communication