Communication

Components
Principles
Effectiveness

Prof. Sumitra Balakrishnan

 Learning Objectives
• Describe the communication process model
• Understand the components of
communication in the workplace
• Understand the flow of communication in an
organization
• Outline the challenges and opportunities of
communication in business

Prof. Sumitra Balakrishnan

 Definition
The successful transmission of information
through a common system of symbols, signs,
behavior, speech, writing or signals

Guo and Sanchez (2005) defined

communication, as “the creation or exchange
of thoughts, ideas, emotions and
understanding between sender(s) and
receiver(s). “

Prof. Sumitra Balakrishnan

Communication Is important to Your
Career

Freelancers Executives Entrepreneurs

Clarity Persuasion

Writing Listening Speaking

 Communication Is Important
(1 of 2)

•Closer Marketplace Ties

To Your Company

• Opportunities for Influence

• Better Productivity and Problem Solving

• Better Financial Returns and Results

Copyright © 2017 Pearson

Chapter 1 - 5
Education, Inc.
 Communication Is Important
(2 of 2)

•Earlier Warning of Potential Problems

To Your Company

• Stronger, More Timely Decision Making

• Clear, Persuasive Marketing Messages

• Increased Employee Engagement

Copyright © 2017 Pearson

Chapter 1 - 6
Education, Inc.
Components

EXPLORING THE COMMUNICATION

PROCESS

Prof. Sumitra Balakrishnan

Process

Prof. Sumitra Balakrishnan

Prof. Sumitra Balakrishnan
 CONTEXT
Stimuli

Receiver- Decoder
Sender-Encoder
Message (Experiences,
(Experiences,
attitudes, skills)
attitudes, skills)
Receptor mechanisms
Perception
Perception
Idea encoding
Medium Decoding
Symbol Decisions
Idea interpretation
Sending Mechanisms

FEEDBACK
Verbal, Non-verbal
Prof. Sumitra Balakrishnan
Murphy, H. A., Hildebrandt, H. W., & Thomas, J. P. (2008). Effective business communication
 Components of Communication
Context
• Cultural and organizational
conventions concerning the
message environment
• Specific reasons for and
objectives of message
Message
• Clarity of central purpose
• Thought given to verbal and
non-verbal aspects of
communication
Receiver- Decoder
• Are you aware of the receiver’s
attitudes and perceptions?
• Factors- physical, mental,
emotional or cultural that
could affect your message
Sender- Encoder
• Recognize that internal
attitudes can influence your
message
• Recognize that words you use
can reveal something about
you
Medium
• Justification of medium used.
• Urgency of message
• Are symbols clear in the
chosen medium?
Feedback
• Is there room for feedback?
• Have you been precise that
you desire feedback and
when?
Prof. Sumitra
Balakrishnan
Communicating within Organizations

Organizational communication is concerned

with the movement of information within the
company structure

Prof. Sumitra Balakrishnan

 Levels of Communication
Superior

Dyadic/
Interpersonal
Subordinate
Intrapersonal
Communication
Public
communication

Organizational
Small group communication communication
Prof. Sumitra Balakrishnan
Intrapersonal
Communication

Prof. Sumitra Balakrishnan

 Superior Subordinate

Interpersonal

Superior

Dyadic
(Interpersonal)
Subordinate

Prof. Sumitra Balakrishnan

Small group communication
Prof. Sumitra Balakrishnan
Public
communication

Prof. Sumitra Balakrishnan

Organizational
communication

Prof. Sumitra Balakrishnan

THE ORGANIZATION TODAY

Prof. Sumitra Balakrishnan

Global Human Capital Trends 2016 The new organization: Different by design. Josh Bersin, Principal and Founder- Bersin by Deloitte
COMMUNICATION FLOW IN AN
ORGANIZATION

Prof. Sumitra Balakrishnan

 Organizational Communication
• Forms / Types
• Functions
• Media
• Flow

Prof. Sumitra Balakrishnan

 Communicating in an Organizational
Context

Upward

Downward Formal Horizontal

Interaction Informal Grapevine

Social Media
Copyright © 2017 Pearson
Chapter 1 - 23
Education, Inc.
 Formal and Informal Networks
Communication networks have been defined by Shumate and Contractor
(2013) as “relations among various types of actors that illustrate the ways in
which messages are transmitted, exchanged or interpreted”.

Formal network often

follows the company’s
formal organizational
chart for flow of
information.
Informal networks develop as
people interact within the
formal communication
system

Prof. Sumitra Balakrishnan

FORMAL COMMUNICATION
NETWORKS

Prof. Sumitra Balakrishnan

 Formal Communication Network

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Chapter 1 - 26
Education, Inc.
Information flow within an organization- Formal
network

Prof. Sumitra Balakrishnan

 Message flows within organizations
Downward Message Flows
• Downward Message Flows formalized • Messages
the lines of information that flow within
organizations correspond closely with
the lines of authority. The formalized
information flow is from management
to employees.
• Messages flow downward from persons
in positions of relatively greater
authority to others in the organization
who report to them directly or through
others.
PR
Dr. Ilias Hristodoulakis
transmitted downward
generally serve one or more of the
following functions:
– Specifying a task to be performed
– Providing instructions about how
to perform a task
– Providing information about the
reason for a particular task that
needs to be performed
– Providing information about
organizational policies or practices
– Providing information about an
employee’s performance and /or
– Providing information about the
organization and its mission.
Upward Message Flows
It is channeled from subordinates to superiors. Upward
communication has several functions, including :

• Providing input for decision making

• Advising about subordinates’ information needs
• Providing information regarding subordinates
• Providing a potentially constructive outlet
• Allowing superiors to assess the effects of previous
downward communication and,
• Helping subordinates cope with problems and
facilitating their involvement

PR
Dr. Ilias Hristodoulakis
Horizontal Networks
Horizontal communication Functions of horizontal
networks refers to the information include:
connection between
individuals at the same level • Coordinating planning and
of authority within an execution of tasks
organizational group,
department, or division. • Providing for collective
problem solving
• Facilitating common
understanding
• Resolving differences and
• Developing supportive and
productive work
relationships

PR
Dr. Ilias Hristodoulakis
 Flow of Information – networks at
team and group level
• Direction and levels at which communication
flows within communication flows
• Delloite’s report calls an organization a
“netowrk of teams”

Lunenberg, 2011

Prof. Sumitra Balakrishnan

Informal Networks
• Informal or emergent networks Informal networks:
inevitably develop among individuals • Are generally face-to-face
and subunits in any group or • Are less constrained by
organization. organizational and political
• These informal networks serve to link restraints
individuals to one another in much • Move messages rapidly
the same way as do formal networks. • Tend to be more the result of the
•
situation than the people or their
roles
• Informal linkages come into being • Tend to develop more often
primarily because of the personal within organizational
and social needs of the members. workgroups, departments , or
divisions than between them and
• Informal communication networks
• Generally transmit information
that is accurate, though often
correspond closely in structure to the somewhat incomplete, leading to
formal systems. misinterpretation.
 The Grapevine!
Keith Davis, organizational theorist,
observes and advocates that “a lively
grapevine reflects the deep psychological
need of people to talk about their jobs and
their company as a central life interest.
Without it, the company would literally be
sick”.

Prof. Sumitra Balakrishnan

COMMUNICATION TODAY

Prof. Sumitra Balakrishnan

 Social Communication Model

Bovee & Thill

Prof. Sumitra Balakrishnan
“Communication is said to be effective when the receiver understands the
same meaning that the sender intends to convey.”

BARRIERS TO EFFECTIVE
COMMUNICATION

Prof. Sumitra Balakrishnan

 Problems or Barriers
• Barriers can be said to operate at three levels in the process of
communication:-

Channel
• Internal • Physical envn- Noise
• Interpersonal • Social- “Group mind”,
• Cultural norms
• Perceptual
• Emotional
• Gender

Personal- Sender
& Receiver Environment

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 Barriers at the personal front
These are mainly personal/individual factors.
• Internal- Low confidence
• Perceptual- Views, opinions, interpretations
• Emotional- Fear, mistrust
• Cultural- Belonging, language, affinity
• Interpersonal- aversion, indifference, conflict
• Gender- stereotypes, inequality

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 FACILITATORS
• Technology
• Knowledge and language
• Mass communication- media
• Networking
• Interaction
• Education

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 Forms
• Verbal
• Non-verbal
• Written

Prof. Sumitra Balakrishnan

Communicating within Organizations

Organizational communication is concerned

with the movement of information within the
company structure

Prof. Sumitra Balakrishnan