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Copyright ©2011, 2008, 2005 Pearson Education, Inc. All rights reserved.
Cielak, Origgi, et al
Communication in Business and
the Professions, 7th Edition
This Multimedia product and its contents are protected under copyright law. The following are prohibited by law:
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Prepared by:
Felipe Calderón H
University of Houston

An Introduction to
Communication in Organizations
Communication in Organizations

Copyright ©2011, 2008, 2005 Pearson Education, Inc. All rights reserved.Copyright ©2011, 2008, 2005 Pearson Education, Inc. All rights reserved.
Learning Objectives
1. Identify the major challenges the information
age presents to business communication
2. Describe the components of the interactive
communication process
3. Summarize four theories of organizational
communication
4. Explain the differences between classical and
humanistic theories of organizational
communication

Overview
n  Old Organizational Style (in the Industrial Age)
n  New Organizational Style (in the Information
Age)

New Organization Style
n  Flat, flexible network modes
n  Jobs are multitask with multiple responsibilities
n  Jobs performed in teams
n  Communication widely diffused using many
different channels
n  Information is crucial to the job
n  Manager functions as information broker
n  Information widely dispersed in web-like
configurations
n  Information must be managed constantly and
interactively

n  The 5 components of communication skills
¨  Creative Insight
¨  Sensitivity
¨  Vision
¨  Shared meaning
¨  Integrity
n  Globalization: a fact of life
Overview cont…

The Interactive Communication
Process
n  Messages
n  Source
n  Encoding
n  Channel
n  Receiver
n  Feedback
n  Noise
n  Context
n  Shared meaning

Reasons for Communication Failure
n  Inadequate information
n  Information overload
n  Poor-quality information
n  Poor timing
n  Lack of feedback or follow-up

n  Problems with channels
n  Incompetent communication
n  Ineffective goal setting
n  Communication anxiety
n  Cultural barriers
Reasons for Communication Failure
cont…

n  91% of all people who use the Internet are e-mailers
n  Likely to spend four hours per day dealing with 50+
work-related e-mail messages
n  E-mail is essential to work and teamwork
n  Organize e-mails into folders
n  Have two email accounts: a professional and a personal
n  Avoid distribution lists
n  Limit how often you check e-mail
Technology TOOLS
The Burden of Email

Practicing Business Communication:
IKEA
n  How does IKEA’s communication network help
to minimize costs?
n  What does “freedom with responsibility” imply
about IKEA’s communication climate?
n  How might managers communication IKEA’s
organizational culture to a new employee?

Understanding Organizational
Communication
n  Organizational Communication is the exchange
of oral, written, and nonverbal messages
between people working to accomplish common
tasks and goals

Classical Theory
n  Scientific Management: Fredrick Taylor’s The
Principles of Scientific Management (1911)
n  4 Principles promote good management:
¨ The development of a true science of work
¨ The scientific selection of the worker
¨ The scientific education and development of the
worker
¨ Friendly cooperation between management and labor

Bureaucracy
n  Max Weber – “father” of the study of
bureaucracy
n  Three types of authority structures
¨ Charismatic
¨ Traditional
¨ Rational-legal
n  Typical organizational chart demonstrates each
succeeding layer is dependent on and
subservient to the previous level

Typical Organizational Chart

Humanistic Theory
n  Humanistic Theory focuses on the needs of labor rather
than on the structure of management.
n  Human Relations Theory: Elton Mayo
¨  Special attention paid to workers increases productivity
n  Human Resources Approach: McGregor’s Theory X and
Theory Y
¨  Proper working conditions and happy workers increases
productivity

Systems Theory
n  Systems Theory
compares
organizations to
living organisms
n  Interdependency
and synergy
make a system
more effective

Open and Closed Systems
n  Open systems allow free movement of energy,
information, ideas, data, and people
n  Closed systems are deliberately shut off from the
outside environment

Organizational Culture
n  “[T]he social or normative glue that holds an
organization together. It consists of values and
beliefs that some groups or organizational
members come to share.”
n  Shared meaning, shared understanding, and
shared sense of making

Part One: An Introduction to
Communication in
Organizations
Chapter 2:
The Model of
Strategic Communication
Copyright ©2011, 2008, 2005 Pearson Education, Inc. All rights reserved

Chapter Objectives
1. Recognize the importance of strategic
organizational communication
2. Name the four elements of strategic
communication
3. Use situational knowledge to enhance
communication
4. Understand how values, culture, and ethics
influence communication activity

Chapter Objectives, Cont…
5. Set goals that are appropriate and effective
6. Demonstrate communication competence by
choosing the proper message, form of
exchange, and channel
7. Understand the causes of communication
anxiety and how to deal with it

Model of Strategic Communication

The Organizational Framework
Values are often clarified by examining the mission
statement, which may include the following:
§  Primacy of Customer
§  Honesty and Integrity
§  Respect for Other Workers
§  Innovative Thinking
§  Quality Service
§  Creativity
§  High Ethical Standards

Suggested Guidelines for
Enhancing Ethical Standards
1. Maintain candor
2. Keep messages accurate
3. Avoid deception
4. Consistently behave
5. Keep confidences
6. Ensure timeliness of communication
7. Confront unethical behavior
8. Cultivate empathic listening

WHERE DO YOU STAND?
Would you stop patronizing a business if you
learned it engaged in unethical practices? Do
you believe that, as a consumer, you should
strive to make yourself aware of the ethical
practices of the businesses whose products and
services you consume?

Organizational Learning
n  Engage in adaptive learning
n  Understand organizational values
n  Develop specific knowledge of the organization
n  Observe the successes and failures of others
n  Get on-the-job training
n  Understand office politics

Dimensions of
Communication Climate
n  Supportiveness
n  Participative Decision Making
n  Trust, Confidence, and Credibility
n  Openness and Candor
n  High Performance Goals

Goal Setting Process

Competent Messages Need
to Be…
" Specific
" Accurate
" Honest
" Logical
" Complete
" Succinct
" Deadline-oriented
" Relevant
" Timely
" Feedback-oriented

Internal Communication
Downward Communication
" Job instructions
" Job rationale
" Procedures and practices
" Feedback
" Indoctrination of Goals
Upward Communication
" Employee performance
" Information About Fellow Employees
" Attitudes and understanding
" Activity reports on accomplishments

Horizontal Communication
" Problem Solving
" Information Sharing
" Task Coordination
" Enhances Morale
" Resolving Conflicts

External Communication
" Messages are exchanged between the
organization and its environment
" Organizations use newsletters, annual
reports and events
" Organizations are using the web to inform the
public

Channel Richness and Selection
" Speed/Immediacy
" Accuracy
" Feedback
" Selectivity
" Appropriateness
" Accountability
" Acceptability

Discussion Questions
" Do you prefer the telephone? E-mail? Instant
Messaging? Text Messaging? Face-to Face?
" Are there some communication channels that you use
more often?
" For which situation do you prefer to use one channel
over another?
" What do you think of personal web pages and blogs?
How could organizations benefit from this type of
technology?

Anxiety Management
Causes of Anxiety
" Novelty
" Formality
" Subordinate status
" Conspicuousness
" Large groups
" Lack of Skill
" Past Experiences
" Evaluation

Anxiety Management, cont…
" Everyone experiences some level of anxiety
" Each fear has its own origin
" Three (E’s) of success:
" Encode messages carefully
" Explain each idea concisely
" Express each idea with an appropriate energy
level

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