chapter 14

Downward organizational communication

communication that flows from any point on an organization chart downward to another point on the organization chart. This type of formal organizational communication is associated primarily with the direction and control of employees refers to the messages that management delivers to employees

lateral organizational communication

communication that flows from any point on an organization chart horizontally to another point on the organization chart coordinating the activities of various departments and developing new plans for future operating periods

verbal communication

communication that uses either spoken or written words to share information with others.

feedback

destination's reaction to a message. Feedback can be used by the source to ensure successful communication

informal organizations

does not follow the lines of the organization chart. typically follows the pattern of personal relationships among organization members

communication microbarriers

factor that hinders successful communication in a specific communication situation. This factor relates directly to variables such as the communication message, the source, and the destination

upward organizational communication

flows from any point on an organization chart upward to another point on the organization chart. information managers need in order to evaluate the organizational area for which they are responsible and to determine whether something is going wrong within it

______________ generally the more important type of communication within an organization, so managers should encourage its free flow.

formal organizational communication listen attentively to messages that come through formal channels

factors commonly used to encode thoughts in nonverbal communication

gestures, vocal tones, and facial expressions.

unsuccessful communication

interpersonal communication situation in which the information that the source intends to share with the destination and the meaning that the destination derives from the transmitted message are different.

successful communication

interpersonal communication situation in which the information that the source intends to share with the destination and the meaning that the destination derives from the transmitted message are the same

serial transmissions can increase

morale, the emergence of a leader, the degree to which individuals involved in the transmissions are organized, and these individuals' efficiency.

Because an organization acts only in the way its organizational communication directs it to act, organizational communication is often called the

nervous system of the organization

grapevine

network of informal organization communication

Informal organizational communication networks generally exist because

organization members have a desire for information that is not furnished through formal organizational communication

organizational success is determined by the effectiveness of

organizational communication

formal organization communication

organizational communication that follows the lines of the organization chart the organization chart depicts relationships among people and jobs and shows the formal channels of communication among them.

serial transmissions

passing information from one individual to another in a series. It occurs under the following circumstances

communication

process of sharing information with other individuals

interpersonal communication

process of transmitting information to others

organizational communication

relates directly to the goals, functions, and structure of human organizations

nonverbal communication

sharing information without using words to encode thoughts.

to gather nonverbal feedback...

the source can observe the destination's nonverbal response to a message

to gather verbal feedback...

the source can simply ask the destination pertinent message-related questions; the destination's answers should indicate whether the message was perceived as intended

____________ _______ ____________ is a prerequisite for a complete understanding of organizational communication.

understanding the grapevine

interpersonal communication is divided into two types

verbal and nonverbal

feedback can be...

verbal or nonverbal

communication barriers

Factors that decrease the probability that communication will be successful

communication macrobarriers

Factors that decrease the probability that communication will be successful

A manager who desires to assign the performance of a certain task to a subordinate would use the communication process in the following way:

First, the manager would determine exactly what task he or she wants the subordinate to perform. Then the manager would encode and transmit to the subordinate a message that would accurately reflect this assignment. The message transmission itself could be as simple as the manager telling the subordinate what the new responsibilities include. Next, the subordinate would decode the message transmitted by the manager to ascertain its meaning and then respond to it appropriately

three fundamental organizational communication topics

(1) formal organizational communication (2) informal organizational communication (3) the encouragement of formal organizational communication.

3 types of organizational communication

1. Downward organizational communication 2. upward organizational communication 3. lateral organizational communication

The informal organizational communication network, or grapevine has 3 main points

1. It springs up and is used irregularly within the organization. 2. It is not controlled by top executives, who may not even be able to influence it. 3. It exists largely to serve the self-interests of the people within it.

to be complete, interpersonal communication must have the following 3 basic elements:

1. The source/encoder—The source/encoder is the person in the interpersonal communication situation who originates and encodes information to be shared with others. Encoding is putting information into a form that can be received and understood by another individual. Putting one's thoughts into a letter is an example of encoding. Until information is encoded, it cannot be shared with others. (From this point on, the source/encoder will be referred to simply as the source.) 2. The signal—Encoded information that the source intends to share constitutes a message. A message that has been transmitted from one person to another is called a signal. 3. The decoder/destination—The decoder/destination is the person or persons with whom the source is attempting to share information. This person receives the signal and decodes, or interprets, the message to determine its meaning. Decoding is the process of converting messages back into information. In all interpersonal communication situations, message meaning is the result of decoding. (From this point on, the decoder/destination will be referred to simply as the destination.)

common macrobarriers

1. increasing need for information 2. the need for increasingly complex information 3. The reality that people in the United States are increasingly coming into contact with people who use languages other than English 4. The constant need to learn new concepts, which cuts down on the time available for communication

10 commandments of good communication

1. seek to clarify your ideas before communicating 2. examine the true purpose of each communication 3. Consider the total physical and human setting whenever you communicate 4. Consult with others, when appropriate, in planning communications 5. Be mindful of the overtones while you communicate rather than merely the basic content of your message 6. Take the opportunity, when it arises, to convey something of help or value to the receiver 7. follow up your communication 8. communicate for tomorrow as well as today 9. be sure your actions support your communication 10. but by no means least, seek not only to be understood, but also to understand—be a good listener

common microbarriers

1. sources view of the destination 2. message interference 3. destination view of the source 4. perception 5. multi meaning words

general guidelines for being a good listener

1. stop talking 2. put the talker at ease 3. show the talker that you want to listen 4. remove distractions 5. emphasize with the talker 6. be patient 7. hold your temper 8. go easy on argument and criticism 9. ask questions 10. stop talking

difference between formal and informal organization communication serial transmissions

The difference is that it is more difficult for managers to identify the organization members involved in these informal transmissions than it is for managers to identify the members of the formal communication network