HEH2202: OFFICE ADMINISTRATION
COMMUNICATION
Introduction
Interpersonal communication is an important part of being an effective manager:
• It influences the opinions, attitude, motivation, and behaviors of others.
• It expresses our feelings, emotions, and intentions to others.
• It is the vehicle for providing, receiving, and exchanging information regarding events
or issues that concern us.
• It reinforces the formal structure of the organization by such means as making use of
formal channels of communication.
• It enables communication of policy and changes in the organization.
• Interpersonal communication allows employees at all levels of an organization to
interact with others, to secure desired results, to request or extend assistance, and to
make use of and reinforce the formal design of the organization. These purposes serve
not only the individuals involved, but the larger goal of improving the quality of
organizational effectiveness, it is either formal or informal
Meaning
• Communication is the process by which two parties exchange information and share
meaning. It plays a role in every organizational activity.
• The purposes of communication in organizations are to achieve coordinated action, to
share information, and to express feelings and emotions.
Formal
Downward (Vertical) communication usually belongs to hierarchical relationships,
developing at the level of top management, towards the levels of performance. Its content is
given by decisions, regulations, instructions, tasks submission, request for information. The
main problem of this type of communication is “the high probability that the message could
be filtered” because each level can interpret messages according to their needs or objectives.
There is systemic distortions as the message travels to subordinates, who may select what
kind of message they want to retain.
Upward (Vertical) communication is the conveyance of messages by subordinates to direct
bosses and, successively to higher levels of management. Reports, requests, opinions,
complaints pass through them. The role of upward communication is essential to the
, effectiveness of the communication process because it certifies the messages sent by the
manager.
Horizontal communication is established between individuals or departments located at the
same hierarchical level. The role of this type is to facilitate coordination of activities aimed at
common objectives, excluding senior managers’ intervention.
Diagonal communication is practiced in situations where the organization's members cannot
communicate through other channels. For example, when using project management,
diagonal communications often occur between the project team and the rest of the structure
compartments.
Lateral Communication (Network) occurs in cross-functional liaison teams and project
groups
Informal Communication
Grapevine
An informal channel of communication which is predominantly when the staff are insecure,
amidst conflicts, political tactics and there is a need to spread very fast.
Rumor and informal communication
This is where unverified information is widespread, with uncertain origin, propagated by
pipe dreams, wishful thinking, bogeys, wedge drivers and home stretchers
Communication Process in an Organization
The model of in communication process in an Organization
2
COMMUNICATION
Introduction
Interpersonal communication is an important part of being an effective manager:
• It influences the opinions, attitude, motivation, and behaviors of others.
• It expresses our feelings, emotions, and intentions to others.
• It is the vehicle for providing, receiving, and exchanging information regarding events
or issues that concern us.
• It reinforces the formal structure of the organization by such means as making use of
formal channels of communication.
• It enables communication of policy and changes in the organization.
• Interpersonal communication allows employees at all levels of an organization to
interact with others, to secure desired results, to request or extend assistance, and to
make use of and reinforce the formal design of the organization. These purposes serve
not only the individuals involved, but the larger goal of improving the quality of
organizational effectiveness, it is either formal or informal
Meaning
• Communication is the process by which two parties exchange information and share
meaning. It plays a role in every organizational activity.
• The purposes of communication in organizations are to achieve coordinated action, to
share information, and to express feelings and emotions.
Formal
Downward (Vertical) communication usually belongs to hierarchical relationships,
developing at the level of top management, towards the levels of performance. Its content is
given by decisions, regulations, instructions, tasks submission, request for information. The
main problem of this type of communication is “the high probability that the message could
be filtered” because each level can interpret messages according to their needs or objectives.
There is systemic distortions as the message travels to subordinates, who may select what
kind of message they want to retain.
Upward (Vertical) communication is the conveyance of messages by subordinates to direct
bosses and, successively to higher levels of management. Reports, requests, opinions,
complaints pass through them. The role of upward communication is essential to the
, effectiveness of the communication process because it certifies the messages sent by the
manager.
Horizontal communication is established between individuals or departments located at the
same hierarchical level. The role of this type is to facilitate coordination of activities aimed at
common objectives, excluding senior managers’ intervention.
Diagonal communication is practiced in situations where the organization's members cannot
communicate through other channels. For example, when using project management,
diagonal communications often occur between the project team and the rest of the structure
compartments.
Lateral Communication (Network) occurs in cross-functional liaison teams and project
groups
Informal Communication
Grapevine
An informal channel of communication which is predominantly when the staff are insecure,
amidst conflicts, political tactics and there is a need to spread very fast.
Rumor and informal communication
This is where unverified information is widespread, with uncertain origin, propagated by
pipe dreams, wishful thinking, bogeys, wedge drivers and home stretchers
Communication Process in an Organization
The model of in communication process in an Organization
2
