Chapter 9 – Communication at work
The communication process
Formal channels are established by the organization and transmit messages related to
the activities of members. They follow the authority chain within the organization. Other
forms messages, such as personal or social messages.
Informal channels are spontaneous and determined by individual choice. The receiver is
the person to whom the message is directed, who must first translate the symbols into
understandable form. This step is the decoding of the message.
The direction of communication
Downward communication flows from one level of a group or organization to a lower
level. Group leaders and managers use it to assign goals, provide job instructions, explain
policies and procedures, point out problems tot need attention and offer feedback. In a
downward communication, managers must explain the reasons why a decision was
made.
Upward communication flows to a higher level in the group or organization. It’s used to
provide feedback to higher-ups, inform them of progress toward goals, and relay current
problems. Upward communication keeps managers aware of how employees feel about
their jobs.
Lateral communication is when communication occurs between members of a work
group, members at the same level in separate work groups, or any other horizontally
equivalent workers, we describe it as lateral communication. Lateral communication
saves time and facilitates coordination.
Comparison and contrast of common small-group networks
1. Chain – which follows the formal chain of command
2. Wheel – relies on a central figure to act as the conduit for all group
communication; it simulates communication network you would find on a team
with a strong leader
3. All-channel – this network permits all group members to actively communicate
with each other; it’s most often characterized in practice by self-management
team, in which group members are free to contribute and no one person takes a
leadership role
, The grapevine is the name is the informal communication network in a group or
organization. Although rumors and gossip are transmitted this way. It is still and
important source of information for employees.
Contrast or oral, written and nonverbal communication
Oral communication can be speeches, formal one-on-one and group discussions; also the
grapevine/rumors is an oral communication. The advantages of oral communications
are speed and feedback. One major disadvantage surfaces whenever a message has to
pass through a number of people: the more people, the greater the potential distortion.
Written communication includes any method that conveys written words or symbols.
This is the longest-lasting form of communication.
Nonverbal communication: every time we deliver a verbal message, we also impart a
nonverbal message. This includes:
- Body movement
- Intonations
- Facial expressions
- Physical distance
The way channel richness underlies the choice or communication channel
Channel differ in their capacity to convey information, when a channel is rich that means
they can handle multiple cues simultaneously, facilitate rapid feedback and be very
personal. Whenever a channel is lean they score low on these factors.
Routine messages can be carried in lean channels as they low ambiguity (memo’s, formal
reports or bulletins)
Non-routine-communication is likely complicated and have the potential for
misunderstanding they should be send in rich channels
The difference between automatic and controlled processing of persuasive
messages
Automatic processing is often used to process persuasive information that we do not
care much about. We do not do much research and expert minimal effort in making a
choice.
The communication process
Formal channels are established by the organization and transmit messages related to
the activities of members. They follow the authority chain within the organization. Other
forms messages, such as personal or social messages.
Informal channels are spontaneous and determined by individual choice. The receiver is
the person to whom the message is directed, who must first translate the symbols into
understandable form. This step is the decoding of the message.
The direction of communication
Downward communication flows from one level of a group or organization to a lower
level. Group leaders and managers use it to assign goals, provide job instructions, explain
policies and procedures, point out problems tot need attention and offer feedback. In a
downward communication, managers must explain the reasons why a decision was
made.
Upward communication flows to a higher level in the group or organization. It’s used to
provide feedback to higher-ups, inform them of progress toward goals, and relay current
problems. Upward communication keeps managers aware of how employees feel about
their jobs.
Lateral communication is when communication occurs between members of a work
group, members at the same level in separate work groups, or any other horizontally
equivalent workers, we describe it as lateral communication. Lateral communication
saves time and facilitates coordination.
Comparison and contrast of common small-group networks
1. Chain – which follows the formal chain of command
2. Wheel – relies on a central figure to act as the conduit for all group
communication; it simulates communication network you would find on a team
with a strong leader
3. All-channel – this network permits all group members to actively communicate
with each other; it’s most often characterized in practice by self-management
team, in which group members are free to contribute and no one person takes a
leadership role
, The grapevine is the name is the informal communication network in a group or
organization. Although rumors and gossip are transmitted this way. It is still and
important source of information for employees.
Contrast or oral, written and nonverbal communication
Oral communication can be speeches, formal one-on-one and group discussions; also the
grapevine/rumors is an oral communication. The advantages of oral communications
are speed and feedback. One major disadvantage surfaces whenever a message has to
pass through a number of people: the more people, the greater the potential distortion.
Written communication includes any method that conveys written words or symbols.
This is the longest-lasting form of communication.
Nonverbal communication: every time we deliver a verbal message, we also impart a
nonverbal message. This includes:
- Body movement
- Intonations
- Facial expressions
- Physical distance
The way channel richness underlies the choice or communication channel
Channel differ in their capacity to convey information, when a channel is rich that means
they can handle multiple cues simultaneously, facilitate rapid feedback and be very
personal. Whenever a channel is lean they score low on these factors.
Routine messages can be carried in lean channels as they low ambiguity (memo’s, formal
reports or bulletins)
Non-routine-communication is likely complicated and have the potential for
misunderstanding they should be send in rich channels
The difference between automatic and controlled processing of persuasive
messages
Automatic processing is often used to process persuasive information that we do not
care much about. We do not do much research and expert minimal effort in making a
choice.
