EMG 371-3

Managing Change in Organizations

S.F.Fasana
Faculty of Management
Uva Wellassa University

Learning Outcomes
Identify the main functions of communication.
Describe the communication process and distinguish

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between formal and informal communication.

Show how channel richness underlies the choice of
communication channel.
Contrast downward, upward, and lateral
communication with examples.
Contrast oral, written, and nonverbal communication.
Compare and contrast formal communication networks
and the grapevine.
Analyze the advantages and challenges of electronic
communication.
Identify common barriers to effective communication.
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What is Communication?
Communication
The transference and the understanding of meaning

Process by which information is exchanged and

understood by two or more people, usually with the

intent to motivate or influence behaviour
Communication Functions:
Control member behavior

Foster motivation for what is to be done

Provide a release for emotional expression
Provide information needed to make decisions
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The Communication Process

The steps between a source and a receiver that
result in the transference and understanding of
meaning

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The Communication Process

The Sender initiates message
Encoding translating thought to message
The Message what is communicated

The Channel the medium the message travels

through
Decoding the receivers action in making sense of the

message
The Receiver person who gets the message
Noise things that interfere with the message
Feedback a return message regarding the initial
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communication

Types of Channels
Formal Channels

Established by the organization and transmit

messages that are related to the professional activities
of members
Informal Channels
Used to transmit personal or social messages in the
organization.
These
informal
channels
are
spontaneous and emerge as a response to individual
choices

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Choosing Media for Communication

The matter of information richness
Medium
Face-to-face
Telephone
Personal
written
Formal
written

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Information
Feedback
Richness
High
High/
Moderate

Immediate

Moderate
Moderate/
Low

Slow

Fast

Very slow

Channel Type of
Language
Character Communication Source
Visual,
audio
Audio
Limited
visual
Limited
visual

Personal

Body,
natural

Personal

Natural

Personal

Natural

Impersonal

Natural

Information Richness of
Communication Channels

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Direction of Communication
Communication can flow vertically or laterally. The
vertical dimension can be further divided in to
downward and upward direction
Direction of communication
Downward communication
Upward communication
Lateral communication

Downward

Lateral
Upward

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Direction of Communication
Downward communication

Communication that flows from one level of a group or

organization
to
lower
level
is
downward
communication
Managers can communicate downward to employees
in many ways
Implementation of goal and strategies
Job instruction and rationale
Procedure and practices
Performance feedback
Indoctrination
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Direction of Communication
Upward communication
Upward communication flows to a higher level in the
group or organization from lower level

Types of information communicated upward are;

Problems and expectation
Suggestions for improvement
Performance reports
Grievances and disputes
Financial and accounting information
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Direction of Communication
Lateral communication

The horizontal or diagonal exchange of message

among peers and co- workers
Lateral communication falls into following categories
Interdepartmental problem solving
Interdepartmental coordination
Change initiatives and improvements

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Interpersonal Communication
How do group members transfer meaning between and
among each other
Oral Communication
The chief means of conveying message is oral
communication. It includes speeches, formal one to
one and group discussion, informal rumor mill or
grapevine.
Advantages: Speed and feedback
Disadvantage: Distortion of the message
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Interpersonal Communication
Written Communication

Written communication include memos, letters, fax

transmission,
email,
instant
messaging,
organizational periodicals, notices place on bulletin
boards or any other device that transmitted via written
words or symbols.
Advantages: Tangible and verifiable
Disadvantages: Time-consuming and lacks feedback
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Interpersonal Communication
Nonverbal Communication

A communication transmitted through actions and

behaviours rather than through words. It includes facial
expression, voice, mannerism, gesture, posture and dress
Advantages: Supports other communications and
provides observable expression of emotions and feelings
Disadvantage: Misperception of body language or
gestures can influence receivers interpretation of
message
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Organizational Communication
Three Common Formal Small-Group Networks

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Small-Group Networks and

Effectiveness Criteria
Networks
Criteria

Chain

Wheel

All Channel

Speed

Moderate

Fast

Fast

Accuracy

High

High

Moderate

Emergence of a leader Moderate

High

None

Member satisfaction Moderate

Low

High

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Organizational Communication
The Grapevine
An informal, person to person communication

network of employees that is not officially

sanctioned by the organization
Perceived

by most employees as being more

believable and reliable than formal communications

Insightful to managers
Serves employees social needs

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Organizational Communication
Electronic Communication
E-mail
Advantages: quickly written, sent, and stored; low cost

for distribution.
Disadvantages: information overload, lack of emotional

content, cold and impersonal.

Instant messaging
Advantage: real time e-mail transmitted straight to the

receivers desktop.
Disadvantage: can be intrusive and distracting.
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Organizational Communication
Intranet
A private organization-wide information network.

Extranet
An information network connecting employees with

external suppliers, customers, and strategic

partners.
Videoconferencing
An extension of an intranet or extranet that permits

face-to-face virtual meetings via video links.

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Barriers to Effective Communication

Filtering: A senders manipulation of information so that

it will be seen more favorably by the receiver

Selective Perception: People selectively interpret what

they see on the basis of their interests, background,

experience, and attitudes

Information Overload: A condition in which information

inflow exceeds an individuals processing capacity

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Barriers to Effective Communication

Emotions: How a receiver feels at the time a message is

received will influence how the message is interpreted

Language: Words have different meanings to different

people
Communication Apprehension: Undue tension and

anxiety

about

oral

communication,

written

communication, or both
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Thank You

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Choosing Media for Communication

The issues of complexity

In communicating information for the purpose of

passing on data or discussing problem situations,
managers must match their choice of media with the
complexity of issues
Low complex situation Medium with low in richness
High complex situation Medium with high in richness

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