Managing Organisational Communication

DIRECTIONAL FLOW OF COMMUNICATION: There are two types of business communication in an organization: 1. Internal Communication 2. External Communication 1. Internal Communication Communication within an organization is called Internal Communication. It includes all communication within an organization. It may be informal or a formal function or department providing communication in various forms to employees. Effective internal communication is a vital mean of addressing organizational concerns. Good communication may help to increase job satisfaction, safety, productivity, and profits and decrease grievances and turnover. Under Internal Business Communication types there come; a) Upward Communication b) Downward Communication c) Horizontal/Literal communication a) Upward Communication Upward communication is the flow of information from subordinates to superiors, or from employees to management. Without upward communication, management works in a vacuum, not knowing if messages have been received properly, or if other problems exist in the organization. By definition, communication is a two-way affair. Yet for effective two-way organizational communication to occur, it must begin from the bottom. Upward Communication is a mean for staff to: o Exchange information o Offer ideas o Express enthusiasm o Achieve job satisfaction o Provide feedback

b) Downward Communication Information flowing from the top of the organizational management hierarchy and telling people in the organization what is important (mission) and what is valued (policies). Downward communication generally provides enabling information which allows a subordinate to do something. e.g.: Instructions on how to do a task. Downward communication comes after upward communications have been successfully established. This type of communication is needed in an organization to:
o o

Transmit vital information Give instructions

Encourage 2-way discussion Announce decisions Seek cooperation Provide motivation Boost morale Increase efficiency Obtain feedback Both Downward & Upward Communications are collectively called Vertical Communication

o o o o o o o

c) Horizontal/Literal communication Horizontal communication normally involves coordinating information, and allows people with the same or similar rank in an organization to cooperate or collaborate. Communication among employees at the same level is crucial for the accomplishment of work.Horizontal Communication is essential for:
o o o o o

Solving problems Accomplishing tasks Improving teamwork Building goodwill Boosting efficiency

2. External Communication Communication with people outside the company is called external communication. Supervisors communicate with sources outside the organization, such as vendors and customers. It leads to better; o Sales volume o Public credibility o Operational efficiency o Company profits It should improve o Overall performancee o Public goodwill o Corporate image Ultimately, it helps to achieve o Organizational goals o Customer satisfaction

Formal Organization: Formal communication is a way of communication is that which passes through a formal and definite network. Formal Organization is that communication which flows along a prescribed Network. The members of an organization desirous of communication with one another follow the formal communication network. In formal communication network, organizational hierarchical system is followed where in every employee has a predefined position and status. Formal Communication Hierarchical flow in organization, President or chairman Vice president Managing Director Manager Supervisor Worker Advantages Disadvantages

1. Maintenance of Authority of 1. Increased workload Executives 2. Possibility of leakage and Distortion of 2. Clear and effective communication Communication 3. Orderly flow of communication 3. Dilution of Accuracy or message 4. Wider scope and filtering of communication Informal Communication: Informal communication is a network which works outside the official and formal lines of communication. It is spontaneous and unplanned. No set of rules and regulations are followed in this communication network. Advantages 1. Speedy Communication 2. Multi-Dimensional communication 3.Supplementary to formal channels Disadvantages 1. Distorted communication 2. Erratic messages

Difference between formal and informal Business communication

Difference between formal and informal communication are as follows:

Subject
1.Definiation

FormalCommunication
When communicationtakes place through the formal official channels then it is known as formal communication. Formal communication is not flexible. Formal communication is totally controlled by the management. It has documentary evidence. Official discipline is strictly maintained in formal communication. In formal communicationinformation

Informal Communication
Any communication by passing the formal channels can be termed as informalcommunication. It is flexible. It cannot be controlled like formalcommunication. It has no documentary evidence. Official decorum and discipline are not followed. But in

2.Flexibility 3.Degree of control 4.Evidence 5.Discipline 6.Flow of

information 7.Speed

can flow only upward and downward. Here speed ofcommunication is slow.

8.secrecy

9.Rumor 10.Distortion 11.Time

In case of formalcommunication secrecy can be maintained. There is no scope for creation of rumor in formal communication. Generally information is not distorted. It is time consuming.

informalcommunicationinformation flows freely to all direction. Informal channels are very fast; here information can be transmitted instantly. Here maintaining secrecy is very difficult. Due to its flexible nature rumor can be created. As official decorum is not followed information can be distorted. Less time is taken for transmitting information. Due to lack of control misunderstanding can takes place?

12.Misunderstanding In case of formalcommunication caution, there is almost no chance of misunderstanding. It is expensive. 13.Cost 14.Mistakes As official discipline is maintained chance of mistakes is very low.

It is less expensive than formal communication. On the other hand, as strict rules are not followed possibility of mistakes is very high.

INTRAPERSONAL COMMUNICATION
Intrapersonal communication is the process of talking to oneself. (Interpersonal communication is the communication between two or more individuals.) Whether we realize it or not, we all have constant internal dialogues going on within ourselves either consciously or subconsciously. Our internal communications are very important as they play vital roles in determining our selfesteem and self-perception. If you apply yourself, it is possible to improve your intrapersonal communication to assist in altering and improving both of these, thereby improving your confidence and therefore your quality of life. The concept of Intrapersonal communication is based on the following: 1) Self: The concept of self is used to describe who and what we think we are. i.e, Our personal identity. Stewart defines the self in two dimensions: The self is an internal thing.- a composite of personality characteristics, attitudes, values, beliefs, and habits that make us unique. The concept of self includes the following in it: 1) Physical self: The physical self is the material body with its internal functions and outward appearance 2) Emotional Self: Another self is the emotional self. Some people are regarded as emotional that others because they respond from the heart ( emotionally) rather than with the brain to a variety of situations, especially those involving fear, tension or conflict. 3) Intellectual Self: The intellectual self is associated with our mental process and has to do with problem-solving, reasoning, analysis and logical thinking. Our education plays a role in how we view our intellectual self. 4) Moral self: Finally, we have a moral self, consisting of our values the principles we uphold and our ethical beliefs. Our morals are learned in interpersonal communication and from observing the behaviour of others.

Working of intrapersonal communication process: Two important factors influence the intrapersonal communication 1) Internal stimuli: It includes a person motives, attitudes and self-concept( what a person thinks of himself and likes to be) 2) External stimuli: These are events, objects and persons outside the individual.

Interpersonal Communication:
Interpersonal communication is usually defined by communication scholars in numerous ways; Interpersonal communication is the process by which people exchange information, feelings, and meaning through verbal and non-verbal messages: it is face-to-face communication. Interpersonal communication is not just about what is actually said - the language used but how it is said and the non-verbal messages sent through tone of voice, facial expressions, gestures and body language.

Factors Influencing Interpersonal Relationship: 1) Self-concept: Self concept is oness concept about oneself or a through description of oneself. It has three components: a) Beliefs: The belief components represent the content of ones self. b) Feelings: The feeling component about ones self is reflected in feeling of self-worth or in general as I am O.K or I am not O.K c) Behaviours: The behavioural component is the tendency to act towards ones self in a self depreciating or self-enhancing manner. 2) Interpersonal Attraction: The greater importance of an object for two individuals the greater the attraction between the individuals. 3) Interpersonal Needs: The interpersonal needs are important for the initiation, development and sustenance or relationship which has lot or relevance for achievement of organization objectives. a) Need for Affection: The need for love and affection b) Need for control: The need for control and power. c) Need for inclusion: The need for interaction and association as member of a group. 4) Interpersonal Orientation: Depending upon the orientation of individuals, three interpersonal styles have been identified and these are: a) Tough battler b) Friendly helper c) Objective thinker. 5) Miscellaneous Factors: The miscellaneous factors influencing dyadic relationships include communication, reciprocity, basic dimensions.

SOCIAL EXCHANGE THEORY: The social exchange theory, also called the communication theory of social exchange, suggests that human beings make social decisions based on perceived costs and benefits. This hypothesis asserts that people evaluate all social relationships to determine the benefits they will get out of them. The theory uses economic terms such as benefit, gain, cost, and payment to describe social situations. According to this supposition, people consciously and unconsciously evaluate every social situation in terms of what they will have to put into it, and relate this to the benefits they think they may get out of it. The greater the potential benefit, the greater the personal investment an individual may make in a relationship. People make these decisions, according to the theory, based on their individual satisfaction level within the relationship. Individuals typically have a high level of happiness if they perceive that they are receiving more than they are giving. If, on the other hand, individuals feel that they are giving more than they are receiving, they may decide that the connection is not fulfilling their needs. The assumptions that SET makes about human nature include the following: Humans seek rewards and avoid punishments. Humans are rational beings. The standards that humans use to evaluate costs and rewards vary over time and from person to person.

Critiques

a. The theory reduces human interaction to a purely rational process that arises from economic theory. b. The theory assumes that the ultimate goal of a relationship is intimacy when this might not always be the case.