Organisational Communication

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Presentation Transcript

Slide 1: 

Organisational Communication A Presentation by Rajiv Bajaj

The Vital Link : 

The Vital Link In every part of the business organisation, communication provides the vital link between people and information Whether a newcomer to the organisation or a seasoned employee, you have information that others need in order to perform their functions… … and others have information that is vital to you

A Complex Network : 

A Complex Network Looking over all of an organisation’s communication, we see an extremely complex network of Information Flow We see dozens, hundreds or even thousands of individuals engaging in untold numbers of communication events throughout each workday

Slide 4: 

Your exchange of information & ideas with others in the organisation is called Internal Communication Exchange of information & ideas with those outside the organisation is called External Communication This exchange of information may be over Formal or Informal Channels

Slide 5: 

The Formal Network

The Formal Network : 

The Formal Network Just as body has arteries and veins, Business has major, well-established channels of information flow Formal channels are arteries or mainlines of operational communication that handle bulk of the communication that an organisation needs to operate These main channels should not just happen – they should be carefully thought out & changed as needs of business change

Slide 7: 

Most information flow is Downward & follows the formal (from top executives down to workers) This is so because most information, instructions, orders and executive decision etc, needed to achieve the business objectives, originate at the top and must be communicated downwards Helps employees to do their jobs

Slide 8: 

Specifically, flow includes upward, lateral & downward movements of information… By reports, email, records; orders instructions & messages down the authority structure; Of working information through the organisation’s email, intranet; And of externally directed messages, sales presentations, advertising & publicity

Slide 9: 

However, most good companies also recognise the value & importance of Upward Communication Flows from employees to executives, providing timely reports on problems, trends, opportunities, grievances & performance Executives use open channels of communication to be better informed about status of things at the frontline Information from the lower level can be important in achieving company’s objectives

Slide 10: 

Horizontal / Lateral or Diagonal communication flows between employees at the same level or between departments It helps to share information as well as to coordinate efforts towards common goals Especially useful in solving complex and difficult problems, particularly in large organisations

Slide 11: 

Informal Network: The Grapevine

Grapevine – The Informal Network : 

Grapevine – The Informal Network Runs parallel to formal network consisting primarily of Personal Communication Consists of that part of personal communication that relates to operations of the company If Formal network is like arteries, then Informal network is like veins. Comprises of thousands upon thousands of personal communication that supports the formal communication network

Slide 13: 

Complexity of this network cannot be over-emphasized. Consists of all communication of employees whenever they get together Not really a single network, but rather a complex relationship of smaller networks comprising a group of people Made even more complex because many people may belong to more than one group

Slide 14: 

Group memberships & links between groups are constantly changing Also known as the Grapevine in management literature As fickle & inaccurate as the human beings who are a part of it

Slide 15: 

Even so, grapevine often carries more info than formal system In many matters, it is more effective in determining the course of an organisation Wise management recognises the presence of the grapevine and uses it effectively

Slide 16: 

They give talk-leaders the information that will do most good for the company They keep in touch with the grapevine and turn it into a constructive tool In a large organisation, the informal network can be so large and complex that it may defy description

Slide 17: 

Complexities – Formal vs Informal

Variation in Communication Activity : 

Variation in Communication Activity How much communicating a business does depends on several factors The Nature Of Business is one. Eg. Insurance companies have a great need to communicate with their customers, especially through Ads, mailers & letters, whereas housekeeping services have little such need

Slide 19: 

The Operating Plan affects the total amount of internal communication. Relatively simple businesses such as repair services, require far less communication than complex businesses such as car manufacturer Geographical Dispersion of the operations is also another major factor that affects volume of Internal communication

Slide 20: 

People who make up the business also affect the volume of communication. Every human being is unique – each has his own communication needs and abilities Varying combinations of people will produce varying needs for communication

Slide 21: 

Sailing Through The 7 C’s . . . 7 C’s of Effective Communication

Slide 22: 

1. Credibility Establishing credibility is not the outcome of a one-shot statement It is a long-drawn process in which the receiver, through constant interaction with the sender, understands his credible nature and is willing to accept his statements as being truthful and honest

Slide 23: 

Strive to present yourself from a position of reliability and competence If the sender can establish his credibility, the receiver has no problems in accepting his statement

Slide 24: 

2. Courtesy Once the credibility of the sender has been established, attempts should be made at being courteous in expression In the business world, almost everything starts with and ends in courtesy Much can be accomplished if tact, diplomacy and appreciation of people are woven into the message

Slide 25: 

Example A. BOSS : “You can never do things right. Try working on this project. If you are lucky you may not have to redo it.” B. BOSS: “This is an interesting project. Do you think you would be able to handle it ? I know that last time something went wrong with the project, but everyone makes mistakes. Suppose we sit down and discuss it threadbare ? I’m sure you would be able to do wonders.”

Slide 26: 

The two statements convey totally different impressions While the first statement is more accusative, the second is more tactful and appreciative of the efforts put in by the receiver at an earlier stage The crux of the message in both the statements is the same - You want an individual within the organization to undertake a project The manner in which it is stated brings about a difference in approach

Slide 27: 

Courteous message strengthen present relations and make new friends. They build Goodwill Tips : 1. Answer your mail promptly 2. Be sincere, tactful, thoughtful and appreciative 3. Use expressions that show respect 4. Use the “You” approach rather than “I & We”

Slide 28: 

3. Clarity Have a definite purpose for writing and make sure it is clearly communicated up front. Be bold and connect quickly Absolute clarity of ideas adds much to the meaning of the message The first stage is clarity in the mind of the sender

Slide 29: 

The next stage is the transmission of the message in a manner which makes it simple for the receiver to comprehend As far as possible, simple language and easy sentence constructions, which are not difficult for the receiver to grasp should be used

Slide 30: 

Use of complicated Jargon should be avoided if the message can be constructed without it Unnecessary use of complicated sentences & words confuses the receiver Here’s an Example…

Slide 31: 

Ordinary person: “Here’s an Orange for you.” Lawyer: “ Know all persons by these present that I hereby give, grant, bargain, sell, release, convey, transfer, and quitclaim all my right, title, interest, benefit, and use whatever in, of, and concerning this chattel, otherwise known as an orange, or Citrus Orantium, together with all its appurtenances thereto of skin, pulp, pip, rind, seeds and juice, to have and to hold the said orange together with its skin, pulp, pip, rind, seeds and juice for his own use and behoof, to himself and his heirs, in fee simple forever, free from all liens, encumbrances, limitations, restraints, or conditions whatsoever, any and all prior deeds, transfers or other documents whatsoever, now or anywhere made, to the contrary notwithstanding, with full power to bite, cut, suck, or otherwise eat the said orange or give away the same, with or without its skin, pulp, rind, seeds, or juice.”

Slide 32: 

4. Correctness At the time of encoding, the sender should ensure that his knowledge of the receiver is comprehensive The level of knowledge, educational background and status of the decoder help the encoder in formulating his message In case there is any discrepancy between the usage and comprehension of terms, miscommunication can arise

Slide 33: 

If the sender decides to back up his communication with facts and figures, there should be accuracy in stating the same A situation in which the listener is forced to check the presented facts and figures should not arise Be complete - include all the necessary facts and background information to support the message you are communicating

Slide 34: 

Double- check your spelling, punctuation and grammar Proof read it before you send it ! We can't afford to make mistakes ! Make sure that you - 1. Provide all necessary information 2. Answer all questions asked 3. Give something extra, when desirable

Slide 35: 

5. Consistency The approach to communication should, as far as possible, be consistent - There should not be too many ups and downs that might lead to confusion in the mind of the receiver If a certain stand has been taken, It should be observed without there being situations in which the sender is left groping for the actual content or meaning

Slide 36: 

If the sender desires to bring about a change in his understanding of the situation, he should ensure that the shift is gradual and not hard for the receiver to comprehend

Slide 37: 

6. Concreteness Concrete and specific expressions are preferable as against vague and abstract expressions Facts and figures presented should be specific - Abstractions or abstract statements can cloud the mind of the sender

Slide 38: 

Instead of stating: “There has been a tremendous escalation in the sales figures”, suppose the sender made the following statement: “There has been an escalation in the sales figures by almost 50% as compared to last year.” The receiver is more likely to comprehend the factual details

Slide 39: 

7. Conciseness The message to be communicated should be as brief and concise as possible Weighty language definitely sounds impressive but people would be suitable impressed into doing precisely nothing ! As far as possible only simple and brief statements should be made

Slide 40: 

Excessive information can also sway the receiver into either a wrong direction or into inaction Quantum of information should be just right, neither too much nor too little, e.g. “In most cases it has been seen that the date of the policy...” OR “Usually the policy date...” Which statement is more concise ? Do they convey the same meaning ?

Slide 41: 

Keep in mind the reader's knowledge of the subject and their time constraints. Convey the information as quickly and easily as possible Remember to : 1. Eliminate wordy Expressions 2. Include only relevant material 3. Avoid unnecessary Repetition

Slide 42: 

Forms & Channels of Communication

Communication - The Basic Forms : 

Communication - The Basic Forms 1. Verbal / Oral – Talks / Conversation / Dialogue / Speech / Discussion / Meetings etc 2. Written – Letters / Circulars / Memos / Reports / Brochures / Books etc 3. Non-Verbal – Body Language Language constitutes the vehicle on which both Verbal & Written communication travels

And The Other Forms… : 

And The Other Forms… Apart from these methods, the other forms are : The Visual The Audio-Visual Electronic

Slide 45: 

Forms of Communication Oral - Talks - Speeches - Telephone - Discussions - Meetings - Seminars - Counseling - Radio - Dialogue - Monologue - Arguments Non-Verbal - Body Language - Gestures - Expressions - Posture - Appearance - Codes - Signs / Signals - Behaviour Visual - Pictures - Graphs - Charts - Signs - Symbols - Signals Audio-Visual - Presentations - Demonstrations - Films - TV Advts. - Video Conference Written - Letters - Memos - Circulars - Notes - Reports - Brochures - Books - Print Advt. - Fax - Email - Telegram - Telex - Printouts Silence - Absence of words

Slide 46: 

Verbal / Oral Communication Refers to the Spoken Word. Takes the form of Sounds & Words Is both, Structured & Unstructured Instant two-way process - no time loss

Slide 47: 

Highly Interactive process / cycles Spoken words Carry Weight – can be very persuasive Supplements as well as Complements non-verbal communication

Slide 48: 

Demerits - Verbal / Oral Communication Ineffective when target group is spread out Constrained by language, accent & vocabulary Also constrained by noise & other barriers No documentary record, and does not permit repeated reference Cannot be erased. Often dependant on memory

Slide 49: 

Written Communication “The pen is mightier than the sword.” Great significance in lives of individuals as well as organisations Ever-improving writing skills & word power of communicators make it forceful & effective It is well structured

Slide 50: 

Can be preserved & creates a record Permits erasure, substitution & revision Demerits – Written Communication Takes time to reach target Less interactive. May require many repetitions and clarifications to be properly understood May continue over long periods of time

Slide 51: 

Non-Verbal Communication Thrives on observation. Has universal appeal Includes Body Language, Gestures, Postures, Appearance, Personal space, Codes, Signs & Signals, Facial Expressions & Behaviour May be deliberate or unintended May substitute verbal communication or complement it

Slide 53: 

Visual Communication Effected through pictures, graphs & charts as well as through signs, signals & symbols Useful in reaching out to illiterate audiences Can be useful in communicating when language is a barrier “A picture is worth more than a thousand words”

Slide 55: 

Audio-Visual Communication Involves Demos & Presentations through various audio-visual aids Effective blend of both Verbal & Visual – High Retention Value Particularly useful in fostering learning & in classroom sessions Gaining high level of popularity

Slide 56: 

Signs, Signals & Symbols Date back to probably to prehistoric times but still of considerable significance Sign: Mark traced on a surface to indicate a particular meaning May also be a movement or gesture that has some significance or meaning May be specific to a subject – e.g. Maths

Slide 57: 

Examples: Placing of hand on heads of people – Blessing Player raising two fingers in V Sign – Victory Finger on the lips – Silence Touching of Feet of Elders – Respect Senior executive present in meeting - Support

Slide 58: 

40 mph > Speed limit 40 miles per hour ] [ > Narrow Bridge ahead + > Addition @ > At the rate / Email id indicator / > Division = > Equal to

Slide 59: 

Apart from these set of signs, there is also the Sign Language A system of communicating used by the hearing or speech impaired persons using hand movements It is their Language, as Braille is the language of the visually challenged

Slide 60: 

Signals – a Sound or a Movement Used for giving information, instructions or warning An indication that something exists or is about to happen E.g. Danger signal / Green signal / Traffic signal / Radio signal

Slide 61: 

Signals differ from signs Sign – something that we find or see Signal – Used for something done intentionally and usually suggests some action to be taken in response Signs & Signals may be overt or covert; explicit or in code language Their awareness makes communication more meaningful

Slide 62: 

Symbols Refers to a credo or manner of representation of ideas Also understood as a person, object or event that represents a more general quality or situation E.g. Logos – Commonly used. Printed design or symbol that companies use as their special sign. Some more examples….

Slide 63: 

Symbol of Justice Symbol of Strength / Supremacy Symbol of Quality Status Symbol Symbol of Non-Violence

Slide 64: 

Silence State of Wordlessness or Verbal Abstinence If self-imposed, carries a powerful message May also convey a form of punishment May be deliberate or unintentional. Unexpected silence may cause awkwardness

Slide 65: 

End of Unit 3 T H A N K Y O U

Acknowledgements : 

Acknowledgements This presentation contains extracts drawn mainly from the book “Business Communication – Skills for empowering the Internet generation” by R V Lesikar & M E Flatley