13-1 Lecture 1 Organizational Communication Internal communication External communication

13-2 Introduction Planning, organizing, leading, and controlling all involve communicative activity ■ The glue that holds organizations together

13-3 The Importance of Communication Communication helps organizations Accomplish individual and organizational goals Implement and respond to organizational change Coordinate activities Engage in virtually all organizational relevant behaviors

13-4 The Importance of Communication Communication breakdowns are pervasive Ineffective communication = ineffective organizations Problems arise when… Directives are misunderstood Kidding leads to anger Informal remarks are distorted

13-5 The Importance of Communication Communication itself is unavoidable in a functioning organization ■ Only effective communication is avoidable Everything one does communicates something, in some way, to somebody ■ The only question is, “With what effect?”

13-6 The Communication Process

13-7 How Communication Works Effective communication ■ Common understanding between a communicator and a receiver ■ Verbal or nonverbal common symbols are used to convey information In an organizational, internal information flows ■ Vertically ■ Horizontally ■ Diagonally

13-8 Communicating Within Organizations Includes job instructions, memos, policy statements, procedures, manuals, company publications Often incomplete, inadequate, and inaccurate Flows from higher levels in the hierarchy to those in the lower levels Downward Communication

13-9 Communicating Within Organizations Upward Communication ■ Communicator is at lower level than receiver ■ Includes suggestion boxes, group meetings, and appeal or grievance procedures

13-10 Functions of Upward Communication Provides managers feedback about problems, organizational issues, day-to-day operations Is management’s primary source of feedback Relieves employee tension by allowing lower- level organization members to share relevant information with superiors Encourages employees’ participation and involvement, thereby enhancing organizational cohesiveness

13-11 Horizontal Communication Necessary for coordination and integration of diverse organizational functions Often necessary for coordination Can provide social need satisfaction Facilitation often left to individual managers

13-12 Communicating Within Organizations Least-used channel of communication Diagonal Communication Important where members cannot communicate effectively through other channels Sometimes the most efficient communication method, in terms Of time and money

13-13 Organizational Communication External Communication

13-14 Communicating Within Organizations Communicating Externally ■ Present products, services, positive image ■ Attract employees ■ Gain attention Typically used for… ■ Public relations ■ Advertising ■ Promoting ■ Customer/client/patient surveys

13-15 Information Richness The amount of information that can be transmitted or communicated effectively ■ Face-to-face interactions are high in richness ■ A general to employees is low in richness A medium with high richness ■ Likely to result in common understanding ■ “Real time” communication permits instant feedback

13-16 Common Communication Media

13-17 How Technology Affects Communication Videoconference Smart Phones Internet/Intranet/E xtranet Teleconference , Messaging eMeeting/ Collaboration Voice Mail Social Networks

13-18 Intranet Versus Extranet Intranet Private, protected electronic communication system within an organization Used to communicate proprietary and organization- specific information Extranet Connects employees with individuals external to the organization

13-19 Improving Communication in Organizations To become a better communicator ■ Strive to be understood ■ Strive to understand

13-20 Techniques to Improve Communications Empathy Following up Repetition Regulating information flow Encouraging mutual trust Utilizing feedback Effective timing Simplifying language Using the grapevine

13-21 Promoting Ethical Communications Kreps’ principles for internal organizational communications ■ Do not intentionally deceive another ■ Do not purposely harm an organization member ■ Treat organizational members justly