
Communicating in Organizations
– Communicating among people
– Organizational communication
– Managing organizational communications
Communicating Among People
Communication
 Perception and communication
 Communication channels
 Nonverbal communication
 Listening

Perception and
Communication
Message is constructed from past events,
experiences, expectations, and current
motivations
 Receiver relies on his or her frame of
reference for decoding and
understanding message.

Perception and
Communication
Perception = Process we use to make
sense out of the environment
 Perceptual selectivity = objects and stimuli
are screened and selected
 Perceptual organization = Categorizing
stimuli according to our frame of
reference

– Stereotyping is the most common form of
perceptual organization
Communication Channels

Channel richness is the amount of
information that can be transmitted
1. Ability to handle multiple cues simultaneously
2. Ability to facilitate rapid, two-way feedback
3. Ability to establish a personal focus for the
communication
- Face-to-face communication is the
richest medium
- Standard computer reports are the
lowest in richness.
Channel Selection
Nonroutine messages concern novel
events and have great potential for
misunderstanding--Use rich channels
 Routine messages convey information
managers already agree on and
understand--Can use channel low in
richness.

Nonverbal Communication
Human actions and behaviors rather than through words
Listening
The skill of receiving messages accurately
 Requires attention, energy, and skill.

Organizational
Communication
Formal Communication Channels = flow
within the chain of command.
 Downward communication
 Upward communication
 Horizontal communication
 Informal communication channels

Downward Communication
1. Implementation of goals, strategies, and
objectives
2. Job instructions and rationale
3. Procedures and practices
4. Performance feedback
5. Indoctrination.
Upward Communication
1. Problems and exceptions
2. Suggestions for improvement
3. Performance reports
4. Grievances and disputes
5. Financial and accounting information
Horizontal Communication
Exchange Across Peers or Co-Workers
1. Intradepartmental problem solving
2. Interdepartmental coordination
3. Staff advice to line departments.
Informal Communication
Channels
Management by wandering around
(MBWA)
 The Grapevine (informal, personal, unofficial)

Managing Organizational
Communications
Barriers to communication
 Managing organization communications

Barriers to Communication

Interpersonal barriers which include
problems with emotions and perceptions
held by employees
- Selecting the wrong channel for sending
a message
- Semantics
- Sending inconsistent cues between
verbal and nonverbal.
Organizational Barriers
Status and power differences between
lower and higher levels
 Differences across departments of needs
and goals
 The communication flow may not fit the
group's or organization's task
 Formal channels may not be available for
upward, downward, and horizontal
communications.

Overcoming Communication
Barriers

Individual Skills
- Active listening
- Select the appropriate channel for the
message
- Make a special effort to understand each
other's perspective
- Managers should practice MBWA.
Overcoming Communication
Barriers

Organizational Actions
- Create a climate of trust and openness
- Develop and use formal information channels
in all directions
- Encourage the use of multiple channels
including formal and informal communications
- The organizational structure should fit
communication needs.