HUMAN BEHAVIOR
IN ORGANIZATION
Chapter 4: Communication
Learning Objectives
Write the meaning of communication and provide an
insight regarding the Importance of Communication
Construct and organize a customized diagram of
communication process.
Create an insight paper regarding on the impact of
information technology on interpersonal communication.
Write a details about the various channels of
communication in organization
Summarize barriers to effective communication and how
to overcome them.
Core values
“For I know the plans I have for you, declares the LORD,
plans for welfare and not for evil, to give you a future and
a hope.” - Jeremiah 29:11
Learning Activities and resource
Human Behavior in Organization, 2nd Edition 2012 by
Ricky W. Griffin and Gregory Moorhead
Other references:
Organizational Behavior, 9th edition by John W.
Newstorm and Keith Davis
Organizational Behavior: Managing People and
Organizations, Twelfth Edition 2019 Cengage Learning
Asia Pte Ltd, By Ricky W. Griffin, Jean M. Phillips and
Stanley M. Gully
WHAT IS COMMUNICATION?
COMMUNICATION
Communication may be defined as the transfer of
information including feelings, and ideas, from one
person to another.
The goal of communication is to have the receiver
understand the message as it was intended.
The Importance of Communication
Without communication, organizations cannot exist. It is
through communication that the individual members of the
organization will know important concerns such as:
1. What their organization is
2. What objectives their organization wants to achieve
3. What their roles are in achieving the organization’s objectives
4. How they will achieve those objectives
5. Who the individual members of the organization are
The Communication Process
Communication is a two-way process in which a sender
reaches a receiver with a message.
There are five components of an effective
communication. They are the following:
1. A communication source or sender
2. A message
3. A channel
4. A receiver
5. Feedback
The Communication Process
The Sender
A communication source or sender is a person who
makes the attempt to send a message which could be spoken,
written, in sign language, or nonverbal to another person or
group of persons.
The degree of attention the message will receive will
depend on the perceived authority and experience of a sender.
The Communication Process
The Message
The message is a purpose or an idea to be conveyed in a
communication event. The message is the actual physical
product as a result of encoding.
Thus, when speaking, the speech is the message; when
writing, the document is the message; when making gestures,
the movements of the arms and expressions on faces are the
message.
The Communication Process
How the message is received is influenced by the following
factors:
1. Clarity of the message
2. Alertness of the receiver
3. Complexity and length of the message
The Communication Process
The Channel
The channel is the medium through which the message
travels.
It consist of various types which are as follows:
1. Face-to-face
2. Telephone and cell phones
3. E-mail
4. Written memos and letters
5. Posted notices
6. Bulletins
The Communication Process
The Receiver
The person receiving a message is the receiver. He must
interpret (Decoding) and understand the message.
The Communication Process
The Feedback
Feedback refers to the process of communicating how
one feels about something another person has done or said.
It is difficult to know whether the message was received
and understood without feedback. A feedback provides a clue
to the sender of information whether the message he sent
was received as intended.
The Communication Process
The Noise
Noise refers to anything that disrupts communication,
including the attitude and emotions of the receiver. Noise
includes loud music, the feeling about a sick relative, children
playing in the background, and many others.
ENVIRONMENT
Noise
ENCODING DECODING
CHANNEL / MEDIUM
SENDER RECEIVER
MESSAGE
FEEDBACK
Noise
ENVIRONMENT
THE COMMUNICATION PROCESS
BASIC METHODS OF INTERPERSONAL COMMUNICATION
People in organization transfer meaning between and
among each other using any or all of the three basic
method which consist of the following:
Verbal
Written
Nonverbal communication
BASIC METHODS OF INTERPERSONAL COMMUNICATION
Verbal Communication
Verbal communication is a major means of sending
messages. It includes one on one meetings, speeches,
telephonic conversation, departmental or interdepartmental
meetings, presentation, and the like.
The delivery of verbal communication is quick and it
provides the opportunity for a quick feedback. With feedbacks,
early correction of errors is made possible.
BASIC METHODS OF INTERPERSONAL COMMUNICATION
Verbal : Oral Communication
In oral communication, spoken words are used. It
includes face-to-face conversations, speech, telephonic
conversation, video, radio, television, voice over internet.
Communication is influence by pitch, volume, speed and
clarity of speaking.
BASIC METHODS OF INTERPERSONAL COMMUNICATION
Advantages and Disadvantages of Verbal Communication
Advantages
1. It brings quick feedback.
2. In a face-to-face conversation, by reading facial expression and
body language one can guess whether he/she should trust
what’s being said or not.
Disadvantage
1. In face-to-face discussion, user/sender is unable to deeply think
about what he is delivering, so this can be counted as a fault.
BASIC METHODS OF INTERPERSONAL COMMUNICATION
Written Communication
In written communication, written signs or symbols are
used to communicate. In written communication message can
be transmitted via email, letter, report, memo etc. Written
communication is the most common form of communication
being used in business.
BASIC METHODS OF INTERPERSONAL COMMUNICATION
Advantages and Disadvantages of Written Communication
Advantages
1. Messages can be edited and revised.
2. Written communication provide record and backup.
3. A written message enables receiver to fully understand it and
send appropriate feedback.
Disadvantage
1. Written communication doesn’t bring instant feedback.
2. It takes more time in composing a written message as
compared to word-of-mouth and number of people struggles for
writing ability
BASIC METHODS OF INTERPERSONAL COMMUNICATION
Nonverbal Communication
Nonverbal communication is the sending or receiving of
wordless messages. Such as gesture, body language, posture, tone
of voice or facial expressions, is called nonverbal communication.
Nonverbal communication is all about the body language of
speaker.
BASIC METHODS OF INTERPERSONAL COMMUNICATION
Nonverbal : Body Language
The use of nonverbal communications, or body language, is
also important. Body language includes such elements as
touching, making arm and hand gestures, and keeping the proper
distance between speakers.
The Level of Communication
Intrapersonal Communication
is communication that occurs in your own mind. It is the
basis of your feelings, biases, and beliefs.
Examples: are when you make any kind of decision – what to
eat or wear. When you think about something – what you want
to do on the weekend or when you think about another person.
The Level of Communication
Interpersonal Communication
is the communication between two people but can
involve more in informal conversations.
Examples: are when you are talking to your friends; a teacher
and a student discussing an assignment; a patient and a
doctor discussing a treatment; a manager and a potential
employee during an interview.
The Level of Communication
Small group Communication
is communication within formal or informal groups or
teams. It is group interaction that results in decision making,
problem solving and discussion within an organization.
Examples: would be a group planning a surprise birthday
party for someone; a team working together on a project.
The Level of Communication
One-to-group Communication
involves a speaker who seeks to inform, persuade or
motivate an audience.
Examples: are a teacher and a class of students; a preacher
and a congregation; a speaker and an assembly of people in
the auditorium.
The Level of Communication
Mass Communication
is the electronic or print transmission of messages to
the general public. Outlets called mass media include things
like radio, television, film, and printed materials designed to
reach large audiences; a television commercial; a magazine
article; hearing songs on the radio, books, newspapers, and
billboards. The key is that you are reaching a large amount of
people without it being face to face. Feedback is generally
delayed with mass communication.
Barriers to Communication
These barriers consists of the following:
1. Filtering
2. Information overload
3. Emotions
4. Language
5. Communication apprehension
6. Absence of feedback
7. Physical separation
8. Lack of credibility of sender
Barriers to Communication
Filtering
Filtering refers to the manipulation of information so that
is will be seen more favorably by the receiver. Telling what the
boss wants to hear is filtering.
Information Overload
Information overload refers to the condition in which
information inflow exceeds an individual’s processing
capacity. When this happens, the person is no longer able to
understand clearly whatever information is sent to him.
Barriers to Communication
Emotions
The receiver’s feeling affect his ability to understand any
message sent to him.
Language
Words do not always mean the same thing to different
people. This poses a barrier to communication.
The best thing to do when delivering a message is that
the sender must use words that are commonly used by the
audience.
Barriers to Communication
Communication Apprehension
Refers to the undue tension and anxiety about oral
communication, written communication, or both.
There are people who find it extremely difficult to talk
with others face-to-face or even carry a telephone
conversation.
Barriers to Communication
Absence of Feedback
Feedback is an essential component of effective
communication. When feedback is received by the sender, he
can make some clarification if he thinks the receiver did not
clearly understand what the sender means.
The absence of feedback does not provide the sender
the opportunity to correct misimpressions about the message
sent.
Barriers to Communication
Physical Separation
Refers to interferences to effective communication
occurring in the environment where the communication is
undertaken.
These are actually physical barriers which include the
following:
1. Distances between people;
2. Walls;
3. An office that is not conducive to communication
Barriers to Communication
Lack of Credibility of the Sender
Depending on the credibility of the sender, messages
can get through the channel to the receiver. If the sender has
low credibility, the message, even if it gets through, will likely
be ignored.
This is a type of barrier that should be overcome by
leaders of organizations.
1. What is communication? How important is it in the organization?
2. Why is face-to-face communication the most effective?
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