Formal and Informal Channels of Communication

The Role of Communication in Organizations

key purposes: direct action: to get others to behave in desired fashion achieve coordinated action systematic sharing of information + interpersonal side with the focus on interpersonal relations between people
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7 Cs of Communication

Principles of (7 cs) of effective communication? 7 C's of Communication:

1. 2. 3. 4. 5. 6. 7.

Complete Concise Clear Concrete Considerate Correct Courteous

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Formal and Informal Channels of Communication

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Communication Barriers
1.Wrong choice of medium 2.Physical barriers 3.Semantic barriers 4.Different comprehension of reality 5.Socio-psychological barriers

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Communication On The Basis Of Way Of Expression

Communication on the basis of way of expression Essentials of effective oral communication: 1) Precision 2) Conviction 3) Clear pronunciation 4) Brevity

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5) Avoiding hackneyed phrases and cliches 6) Natural voice 7) Logical sequence 8) Finding the right register 9) Appropriate word choice

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Merits of Oral Communication

It is a time saving device. It is most effective tool of persuasion as it lends a personal touch to the whole business. Provides immediate feedback and clarification. It is also very economical, both in terms of money and time.

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Written Communication Written communication includes written words, graphs, charts, manuals, reports, diagrams, pictures, letters, circulars etc Written communication is the most common form of communication used in an organizational set up to be effective.

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Universal features of written communication

Creative Activity
Time Factor Lack of face to face communication.

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Organizational Charts

Source: Skript BWL II Formal and Informal Channels of Communication 11/18/2003

Formal Communication

the process of sharing official information with others who need to know it, according to the prescribed patterns depicted in an organization chart

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Formal Communication
President

Instructions and directives

Information

Vice President

Vice President

Manager

Manager

Manager

Manager

Efforts at coordination
Copyright 2002 by Prentice Hall, Inc. Formal and Informal Channels of Communication 11/18/2003

Formal Communication

downward communication:

instructions, directions, orders feedback data required to complete projects status reports suggestions for improvement, new ideas coordination of cooperation
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upward communication:

horizontal communication:

Formal and Informal Channels of Communication

Centralized Networks

One central person Unequal access to information Central person is at the crossroads of the information flow

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Communication Structures Centralized

Y
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Communication Structures Centralized

Wheel
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Communication Structures Centralized

Chain

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Decentralized Networks

Information can flow freely No central person All members play an equal role in the transmittal of information

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Communication Structures Decentralized

Circle

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Communication Structures Decentralized

Comcon

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Communication Networks

Behavior in Organizations, p.305 Formal and Informal Channels of Communication

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Network Performance

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11/18/2003 Behavior in Organizations, p.306

Gatekeepers

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11/18/2003 Behavior in Organizations, p.320

Informal Communication Structures

Deviation from the planned communication structure

Direction of the flow of information Leaving out people in the communication line Integrating people into the communication line

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Informal Networks
K

E G F

C H I B X J

D J

D
C B

G F H J A K I A Probability

C
B

I D

Gossip A Chain

F A

Cluster

McGraw-Hill

Formal and Informal Channels of Communication

2004 The McGraw-Hill Companies, Inc. All rights reserved.

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Formal Structure vs Informal Networks

???

Behavior in Organizations, ch. 15

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Informal Organization

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Informal Communication
information shared without any formally imposed obligations or restrictions if an organizations formal communication represents its skeleton, its informal communication constitutes its central nervous system
(Behavior in Organizations, p. 307)

eng. grapevine An organizations informal channels of communication, based mainly on friendship or acquaintance origin: American Civil War [grapevine telegraphs]

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Grapevine
1.

2.

a secret means of spreading or receiving information the informal transmission of (unofficial) information, gossip or rumor from person-to-person -> "to

hear about s.th. through the grapevine"

3.

a rumor: unfounded report; hearsay

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Grapevine Characteristics

oral mostly undocumented open to change fast (hours instead of days) crossing organizational boundaries

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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
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Grapevine Figures

70% of all organizational communication occurs at the grapevine level estimated accuracy rates: 75-90% the incorrect part might change the meaning of the whole message though an estimated 80% of grapevine information is oriented toward the individual while 20% concerns the company
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Formal and Informal Channels of Communication

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 (inofficially!)
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Formal and Informal Channels of Communication

Coping or Managing the Grapevine

the grapevine cannot be abolished, rubbed out, hidden under a basket, chopped down, tied up, or stopped
(Managing the Grapevine, p.222)

dont try to control or restrict it use it to supplement formal channels

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Tapping the Grapevine

identify and make use of key communicators ( bridgers) monitor what is happening in the organization use the grapevine to give new ideas a trial run

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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
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Formal and Informal Channels of Communication

Formal Media

Company newsletters Employee handbooks

Company magazines
Formal meetings

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Formal Media

Letters Flyers and bulletins

Memos
Faxes All-employees mailings

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Informal Media

Face-to-face discussions Telephone Voice messaging (voice mail) E-mail Instant messaging (chat)

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Informal Dialogues
Characteristics:

often no formal opening or closing

first utterance often assumes a common reference to a previous interaction or issue

conversations generally last only a few minutes

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Informal Communication and Physical Proximity

physical proximity is crucial for informal communication trends towards telework, mobile work and the globalisation of business are geographically separating workers

Can long distance informal communication be supported by technology?

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The Nature of Informal Communication I

mostly brief interactions mainly opportunistic ( coordination, initiation) often time-lags between informal interactions ( maintenance and reestablishment of context) occur between frequent interactants who often share large amounts of background knowledge
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The Nature of Informal Communication II

communications in offices more frequent than in public areas majority of roaming interactions self-initiated interruptability (importance of prior activity) interactions are very often terminated by a third party joining an existing conversation role of deixis documents involved in 53% of all Own Office interactions
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