Communication
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Communication. Organizational Effectiveness. Communications for Effective Organizations.

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Communication

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Communication

Communication

Organizational Effectiveness


Communications for effective organizations

Communications for Effective Organizations

  • Individual Employees must have effective interpersonal communications to share ideas and information as well as collaborate with others. Effective communication consists of following appropriate problem solving strategies to resolve conflicts. Effective listening and supportive communication are often the keys to good communication.

  • Communications networks and communications roles can help or hinder the performance of the organization. Managers need to assess the effectiveness of the organization’s key communications networks to ensure that employees are getting timely and appropriate communications to complete their work.

  • Managers should foster a culture that encourages open communications.


The communication process

The Communication Process

Message

and

Channel

Encoding

Process

Decoding

Process

Intended

Message

Perceived

Message

Encoding

Feedback

Decoding

The source with information

To communicate

The receiver who receives the

message and provides feedback

= Noise


Interpersonal communications model

Interpersonal Communications Model

  • Focal Person’s

  • Communication Style

  • Careful transmission

  • Open and two-way

  • Frank

  • Careful listening

  • Informal

  • Internalized Effect

  • on Colleague

  • (determined by the

  • credibility of focal

  • person)

  • Trustworthy

  • Informative

  • Colleague Outcomes

  • Role clarity

  • Satisfaction with local person

  • General job satisfaction

  • Work unit effectiveness

Source: Rudi Klauss and Bernard M. Bass, Interpersonal Communication in Organizations, (New York Academic Press, 1982), p. 69. Used by permission.


Eight attributes of supportive communication

Eight Attributes of Supportive Communication


Effective communication responses

Effective Communication Responses

  • Probing

  • Reinterpretive

  • Reflective


Ineffective communication responses

Ineffective Communication Responses

  • Evaluative

  • Confrontive/Forcing

  • Diverting

  • Pacifying


Communication networks

Communication Networks

Circle

Wheel

Chain

Y

All-Channel


Communication roles

Communication Roles

Gatekeepers

Individuals who control the flow of communication through a communication channel


Communication roles1

Communication Roles

Liaisons

Individuals who connect two or more groups within an organization without belonging to either group


Communication roles2

Communication Roles

Opinion Leaders

Individuals who informally influence the attitudes and behaviors of other group members


Communication roles3

Communication Roles

Boundary Spanners

Individuals who communicate with the organization’s environment


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