Effective Communication

Communication in Organization Its Nature,

function & Scope

Submitted to:
Prof. Anchal Datta

Submitted By:
Roll No. 126 Ms. Ekta Chhoda
Roll No. 127 Ms. Shweta Chimbalkar
Roll No. 154 Ms. Prachi Padwal
Roll No. 155 Prathamesh Panchal
Roll No. 167 Farhat Shaikh
Roll No. 169 Priti Shivsharan
Roll No. 171 Aditya Tausalkar
MHRDM 2nd Year Sem-III

Communication in Organization - Its Function, Nature and Scope

Acknowledgement
It gives us great pleasure and deep satisfaction in presenting this
project work undertaken as part of subject of Effective Communication of
MHRDM, Div-C,2nd Year, Sem-3rd, arranged in order to gain practical
knowledge in Effective Communication.
We take this opportunity to sincere gratitude to several people with
whose help and encouragement, we have been able to complete the project
successfully.
We express a sense of gratitude to our project guide Prof. Anchal
Datta. She has guided us the valuable suggestions and continuous
encouragement without which the project would not have been success. She
has been a source of inspiration as she motivated us to work more
productively and efficiently.
We would like to thank all our collogues who have helped us, directly
or indirectly throughout the entire project duration and always have been a
source of encouragement.
We would also like to convey special thanks to Mumbai Educational
Trust (MET) college an institute of rare excellence in the field of
Management.
Yours Sincerely,
Roll No. 126 Ms. Ekta Chhoda
Roll No. 127 Ms. Shweta Chimbalkar
Roll No. 154 Ms. Prachi Padwal
Roll No. 155 Prathamesh Panchal
Roll No. 167 Farhat Shaikh
Roll No. 169 Priti Shivsharan
Roll No. 171 Aditya Tausalkar
MHRDM 2st Year SEM-I

Communication in Organization - Its Function, Nature and Scope

Contents

Sr. No.
1
2
3
4
5
6
7
8
9

Particulars
Communication-Overview
Introduction
Nature
Function
Scope
Cross Cultural Communication
Networks in Communication
Case Study

Bibliography

Communication in Organization - Its Function, Nature and Scope

Communication in Organization - Its Function, Nature and Scope

Definition and its meaning

It is derived from the word communis
This in Latin means common. It stands for the common activity of human
beings of conveying opinions feelings or information etc.
Communication is a process of passing information and understanding from
one person to another. ____
Keith Davis
Communication is any behavior that results in an exchange of meaning
The American Management Association
Communication is the process by which information is passed between
individuals and/or organizations by means of previously agreed symbols.

Organization:

The objective approach suggests that an organization is a physical,

concrete thing, that it is tangible and actually holds people,
relationships, and goals. (container view of organization)

A subjective approach looks at an organization as activities that people

do. Organization consists of the actions, interactions, and transactions
in which people engage. Organization is created and maintained
through the continually changing contacts people have with one
another and does not exist separately from the people whose behavior
constitutes the organization.

Communication in Organization - Its Function, Nature and Scope

Organizational Communication:
Communication used to promote a product, service, or organization; relay
information within the business; or deal with legal and similar issues. It is also
a means of relying between a supply chain, for example the consumer and
manufacturer.
At its most basic level, the purpose of communication in the workplace is to
provide employees with the information they need to do their jobs. Business
Communication encompasses a variety of topics, including Marketing,
Branding, Customer relations, Consumer behavior, Advertising, Public
relations, Corporate communication, Community engagement, Research &
Measurement, Reputation management, Interpersonal communication,
Employee engagement, Online communication, and Event management..
Business is conducted through various channels of communication, including
the Internet, Print (Publications), Radio, Television, Ambient media, Outdoor,
and Word of mouth.
Definition of Organizational Communication:
A program that focuses on general communication processes and dynamics
within organizations. Includes instruction in the development and
maintenance of interpersonal group relations within organizations; decisionmaking and conflict management; the use of symbols to create and maintain
organizational images, missions, and values; power and politics within
organizations; human interaction with computer technology; and how
communications socializes and supports employees and team members.
Need of Communication
Share our ideas and opinions
Provide feedback to others
Get information from others
Gain power and influence
Develop social relationships
Communication in Organization - Its Function, Nature and Scope

Maintain self-expression and our culture

Other ideas one may have thought of
Common ways of communication
Spoken Words
Visual Images
Written words
Body Language

There are two types of business communication in an organization:

Internal Communication
External Communication
Types of Business Communication
One-way and two-way
Formal and Informal
Verbal and Non-verbal
Written and Oral
Intrapersonal and Interpersonal
Vertical and Horizontal
Group
Mass

Communication in Organization - Its Function, Nature and Scope

Process of Communication:

sender

message

receiver

media
message
Noise

Information
source

Decoding

Encoding

Destination

Channel
Feedback

Shanon-Weaver Model

Nature of Communication
It is a process
The term process has been defined as an identifiable flow of interrelated
events moving over time towards some goal or an end. In other words
communication is a process in which there are some identifiable interrelated
evens which are initiated by the sender. This is followed by encoding
messages, through some channel till the receiver receives the message and
ends the process with the feedback.

It is inevitable
Communication in Organization - Its Function, Nature and Scope

Communication is essential a physical, social & psychological exercise. If an

individual is provided all physical comforts, but is not allowed to read, write,
speak and or listen, he will become mentally deficient.
Meaning based
Communication is meaning based. As has been very succinctly said by a
specialist, The most immediate need of communication is to be able to refer
to things in the real world i.e. to be able to name things, states, events &
attributes by using words. In addition we must be able to link words
together so as to create meaningful sentences & language. Hence, there is a
need to be clear headed about what we want to say.
Communication could be intentional and unintentional
Communication takes place even when we do not plan it and when we are not
conscious of it; we may communicate something that we had not intended to
communicate.
Communication is systematic
Every components of communication is affected by the other. The one who
sends the message itself as well as the receiver of the message; all are
interrelated and affected by each other.
A two-way traffic
There is no communication, unless the message send by the sender is not
been received by the receiver. Since the communication is an exchange of
views, opinions & directions. It involves both parties. George Terry has
rightly said remarked, simply talking or writing without regard to the
recipients response, is conducive to creating a gross misunderstanding.
Communication is a social process
Human being is a social animal. He cannot live in isolation. Communication is
a process which helps human being to interact and socialize making it a social
process.
A dynamic process
Dynamics means ever changing Communication is not constant or one time
event. It is a dynamic and ever changing all the time.

Communication in Organization - Its Function, Nature and Scope

Continuous process
It is a Continuous process. More often than not, it is repeated to achieve
desired results. It is an ongoing process in which one interaction is followed
by another.
Communication involves interaction and transaction
Participants of communication of exercise exchange ideas and information
besides influencing each other in the process. They share and exchange
thoughts and meanings.
It is spiraling process
Communication between the receiver and sender usually does not start at the
same level nor does it grow at the same rate. This is due to the difference in
the abilities of the sender as well as the receiver. Moreover, noise and time
have an impact on it. As a result, communication takes a spiral stage before it
gets completed and reaches the receiver at the same level and space.
It is contextual
Communication happens with reference to a context. The same words would
mean different things if they are said in different context. Hence, meaning
differ in different situation.
Needs proper understanding
There may be numerous media of communication but the main purpose of
conveying the message is to create a proper understanding of the message in
the mind of the other party. For this purpose, it should be clear and concisely
worded.
Leads achievement of the organizational objective
Effective communication does this by creating a sense of object orientation in
the organization.
It shares thoughts and ideas, which produce response

Communication in Organization - Its Function, Nature and Scope

Thoughts and ideas, which do not produce a response, do not come under the
purview of communication
It is the life blood of the business
No business organization and no civilized society can exist, survive and grow
without the existence of an effective communication network. Through
communication, people working in an organization get activated and involved
in performing a variety of roles for achieving organizational goals. Various
mode of communication are used for people outside to expose them to the
existence, products, profit and progress of the organization.

Functions of Communication:
One outline of the functions of Communication follows what might be thought
of as a rhetorical approach and is as follows:
Information
Persuasion
Downward Communication
Upward Communication
Horizontal Communication
Information:
It consists of facts and figures and data arrange in a pattern which are useful
for different purposes, eg. List of names, address and telephone numbers of
customers.
Information is very necessary in an organization as it reduces uncertainty
about the situation or the environment. It helps an employee to get
acclimatized to the rules, regulations, norms and culture of an organization
Information may be given orally or in writing. Information circulated orally
cannot be used for future references. Whereas written information can be
used for future references like emails, fax, reports, notices etc.
Information flows at all levels in an organization from Downward to upward
and vice versa. It also circulated horizontally at all levels
Communication in Organization - Its Function, Nature and Scope

Downward moving: It is that information that moves from the Superiors to

the Subordinates. It is that information, which has to be implemented by the
subordinates in an organization.
Upward Moving- It is that information that moves form the Subordinates to
the Superiors. It is in the form of progress report, minutes of committee
meeting, information & data requested etc.
Horizontal or sideways moving It is that information which is usually flows in
between subordinates and peers. It is likely to be oral and informal.
Written information moves horizontally in forms of copies of reports and
other documents
There is a lot Information moving out of an organization to the external
public and also there is alot of information that moves into an organization
from the external environment. This cycle is very necessary for the growth of
an organization as a whole and as well as the external environment
Examples of Information moving out of an organization to the external
environment are as follows:

Admission notices
Recruitment notices
Annual reports
Prospectus
Broachers
Price list
Catalogues of products

Examples of information moving into an organization from the external

environment

Railway/airlines time table

Population figures
Demographic details
Catalogues and price list of products

There is a lot of information and knowledge that circulated within, outside,

in-between an organization. It ultimately depends on the organization and its
employees to gasp the correct and the right required information
Persuasion:
It means making efforts to change the attitudes and behavior of others.
Communication in Organization - Its Function, Nature and Scope

It requires skills and ability to use the symbols of communication in an

effective manner
The persuader needs knowledge of the background and the present attitudes/
views of the people in order to use the right appeals and reasons.
It means using best arguments to win over and convince others.
Three factors of Persuasion
Source credibility
People believe what a said or written by a respected person.
Emotional appeal
People have 3 types of needs
Physical
Social
Ego

Social & ego are emotional needs

If the persuader offers satisfaction of these needs, people respond favorably
Reasonable logic
People must be shown how they will benefit by accepting the proposal ideas,
views or actions

Downward Communication
Communication that flows from the higher hierarchy to lower hierarchy is
called downward communication.

Communication in Organization - Its Function, Nature and Scope

Instructions and orders

Instructions means directions

Eg. Instructions are on the box
It also means order
Eg. My instructions are to issue only two books at a time
Orders is formal
It is assignment of task
Eg. Office orders

Education and Training

Education is a development of the general and special abilities of mind.
Training is practical education or practices, usually under supervision, in
some skill.
Oral communication lectures and discussion, Handouts and notes,
Demonstrations and actual work experience, Films
Educational communication is done for the building up goodwill and public
relation
On the Job Training
It is an effort to build up employees loyalty to the company
Most on the job training is oral and is supplemented by instruction
booklets, policy statement, pamplets and employee manuals
Motivation
Motivation means providing people with a motive, an incentive, an inner
urge to make effort to their best.
Managers constantly ty to improve performance in the work place by
motivating the staff.
Communication is the critical element in motivation of employees
Recognition
Appreciation of good work
Sense of support
Motivation requires regular and careful communication which managers
and supervisors need to do skillfully.
Raising Morale

Communication in Organization - Its Function, Nature and Scope

 Moral is the individual and collective spirit and moral condition of

employees with regards to discipline and confidence
Raising moral cannot be done by single communication; it is affected by
all communication and by the manner and style of communication.
Communication may be stepped up if the morale goes down or is likely to
go down
Notices & Circulars
Informal tea meetings
Special morale boosting communication must be well-coordinated and
carefully planned
E.g. Conferences and short meetings
Advice
Advice may be given on matters related to work or on personal matters.
Advice is most effective if it is oral, face to face, informal and
confidential
It is best to use oral communication for advice
Counseling
It is an organized and special form of advice
Communication for counseling is mostly oral but there may also be printed
material for the purpose of giving the required information.
It can be successful only if there is two way communication.
Warning
Warning means urging or advising some one to be careful; it is intended to
caution some of possible danger.
It is also an authoritative or formal notice of something unfavorable
Warning is an important requirement of communication skill to be able to
give a warning without being insulted.
Appreciation
Appreciation of a good effort, work and achievement of employees by
supervisors and managers is important for creating good attitude among
staff
It can be expressed orally, in writing and by non-verbal methods.
Letter of appreciation
Awarding certificate at function
Promotion
Communication in Organization - Its Function, Nature and Scope

 Invitation to a special meeting

Upward Communication
Communication within the organization that passes from a lower hierarchy to
higher hierarchy is called upward communication. For example subordinates
passing on information to their seniors will be considered as upward
communication.
Horizontal Communication
Communication within peer groups can be termed as horizontal
communication. Bitching and gossiping may not be the only form of
information exchange.
Objectives of Downward Communication

Instruction
Orders
Education and training
On the job training
Motivation
Raising morale
Advice
Counseling
Warning and notice
Appreciation

Objectives of Upward Communication

Request
Requests are made by the staff for various kinds of permission or favours.
There may be requests for leave, for permission to report late or leave early
on a particular day, permission to attend a class, a request to be sponsored
for special training course, or for an increase in salary.
Application
Application is a written request giving full details of the matter and
supported with reasons, whenever necessary.
Appeal
Communication in Organization - Its Function, Nature and Scope

Appeal is the earnest request made for a help or a support which doesnot
fall under our privileges. Such request can be made to the higher authority,
such appeal needs power of persuasion.
Demand
Demand is put up through an employee union; and it has to be supported by
good arguments; demands are usually collective and in writing. Requests
and appeal for better services may turn into demand if management is
unsympathetic.
Representation
Representation is always in writing, an employee who feels that he has not
been given what he deserves, he can make a representation. Example:
promotion.
Complaints
Complaints are made when there are faults in the system or in the goods
supplied or services rendered. A complaint may be oral or written. Within
an organization, minor complaints may be adjusted by oral communication.
If the complaint is of serious nature can be adjusted by written as
circulations as well as constant references.
Suggestion
Suggestions can be made by any employee or customer. Suggestions from
employees at all levels are greatly welcomed by modern managements.
Much big organization encourages this as it gives employee morale.

Objectives of Horizontal Communication

Exchange of information
About activities, processes and progress among heads of departments or
other peer groups is essential for the organizations work. Some information
is conveyed formally by sending copies of relevant documents like letters
and reports.
Discussion

Communication in Organization - Its Function, Nature and Scope

Of plans and problems, reviews of projects and decisions require formal

lateral communication in meetings.
Coordination
Is the most important objective of lateral communications. Departments
heads may meet periodically to discuss each department contribution
towards the main goal.
Conflict resolution
Is an important function of lateral communication. Members of a
departments meet to sort out existing or potential conflicts by discussion.
Problem solving
Usually requires horizontal communication among all those who are
concerned with the problem and affected by it. Eg: Brainstorming.
Advice
May be asked for and given in a friendly informal way between persons of
equal status.
Social and emotional support
Among peers is provided through lateral communication.
Scope of Communication:
Scope Means:
An Opportunity
Organizational Communication has unlimited scope which can be understood
under two broad headings
Internal Communication:
Messages that move within the organization among its members, is internal
communication
External Communication:
Messages exchange with those outside the organization is external
communication
Communication in Organization - Its Function, Nature and Scope

1.

Internal Communication

Communication within an organization is called Internal Communication.

It includes all communication within an organization. It may be informal or a
formal function or department providing communication in various forms to
employees.
Effective internal communication is a vital mean of addressing organizational
concerns. Good communication may help to increase job satisfaction, safety,
productivity, and profits and decrease grievances and turnover.
Media of Internal Communication

2.

1.
2.

Notice Boards
Meetings

3.

Public Address Systems

4.

Intercom

5.

House Journals

6.

Emails

7.

Newsletters

External Communication

Communication with people outside the company is called external

communication. Supervisors communicate with sources outside the
organization,
such
as
vendors
and
customers.

Communication in Organization - Its Function, Nature and Scope

Effective External Communication leads to better

o
o
o
o

Sales volume
Public credibility
Operational efficiency
Company profits
It should improve

o
o
o

Overall performance
Public goodwill
Corporate image
Ultimately, it helps to achieve

o
o

Organizational goals
Customer satisfaction
Expansion Of Scope of Communication:
Communication is classified according to the number of persons (receivers)
to whom the message is addressed
Following are some more Types:
Intrapersonal communication
This involves to oneself in ones own mind
Communication in Organization - Its Function, Nature and Scope

Interpersonal communication
This is an exchange of messages between two persons.
Group communication
This can be held among small or large groups, like an organization, club or
classroom, in which all individuals retain their individual identities.
Mass communication
It is a public communication.
Meta Communication
Speakers choice of words unintentionally communicates something more than
the actual words state.
Communication can also be classified on the basis of the medium employed
Verbal Communication
Oral
Written
Vocal Communication
Non Verbal Communication
Eye contact
Facial expression
Posture and gestures
Time
Space
Territory
Appearance of people and documents
Benefits of Effective Communication in Organization

Communication in Organization - Its Function, Nature and Scope

It is said that effective communication can be viewed as the lifeblood of a

successful organization. This stems from the idea of changing employee
behavior. Likewise, effective benefits communication can dramatically help
an organization through again this same change in the employee behavior.
Stake holder Response

Problem Solving
Effective communication during problem solving requires that individuals and
teams know how to process large amounts of information while focusing their
knowledge, experience, and expertise on the right issue at the right time.
The critical thinking processes taught in Action Managements programs
enable teams to focus their knowledge and resources to accurately identify
the root cause of problems, develop innovative solutions, determine the best
course of action, and prevent future problems from developing.
Decision Making
Flow of communication with in the organization should be effective because
flow of right and accurate information always helps the decision making
process in all levels of management. If an organization takes the decision for
introducing in new brand of product or establishing new branches in different
new locations even in the period of recession that means organization has
that courage because of effective flow of communication to the organization.
Efficiency and effectiveness in internal communication system makes the
organization to move in right path towards the main goal. External data and
information may not be directly flow to the top management. Conditions of
markets, status of the products, sales, changing prices changing fashions and
preferences of customers, policy of competitive firms, changing Government
policies regarding all these factors should be moved from the grass route
level staff to the top management. To ensure the accuracy, relevancy and
required volume of information organization should have effective internal
communication system.

Communication in Organization - Its Function, Nature and Scope

Professional Image
Effective Communication assist individuals not only to survive, but also to
flourish within the corporate environment, enhancing their personal
reputation and that of their companys in the process.
Productivity
Effective communication is essential for any business or organization to
prosper. It cuts out on wasted time and provides both customers and
employees with the necessary tools to succeed and find satisfaction. When
communication is not effective, the end result is an increase in production
time and a decrease in the bottom line. In order to avoid this outcome,
effective communication must be in place.

Transparency
Effective communication which helps create trust and confidence are the
keys to transparency and organizational survival.
Business Relationship
The importance of keeping the lines of communication with ones business
partner cannot be overemphasized. Both our domestic partnerships and
especially our foreign partnerships are premised extensively of the degree
and quality of the relationship that the parties have assumed. A relationship
can only survive if the parties involved maintain a line of communications.
This concept becomes even more relevant when the partnership entails an
international agreement where the enhanced distance between the partners
will exacerbate the need to keep in touch. An executive can only keep on top
of things if they are in contact with their partners because otherwise, how
are they going to know whats going on?
Work flow
Effective communication is essential for the smooth functioning of a company
and today, walls that prevent information flow from top-down; bottom-up or
department-to-department in organizations has all disappeared. With walls
gone and effective communication in place, information permeates the
company.

Communication in Organization - Its Function, Nature and Scope

All the above mentioned factors will surely benefit the organizational working
if the communication is effective.

Cross Cultural Communication:

In simple words it is defined as Miscommunication
Parties engaged in negotiations or any other form of communication is from
different cultural background
More and more Organization are facing the challenge of bridging cultural gaps
in interpersonal relationships as cultural diversity in the workplace is
increasing an as organizations arte extending their global reach
The greater the difference between the culture, greater is the risk of
miscommunication.
Business executives and students wishing to be dynamic and effective players
in the global economy of the 21st century must acquaint themselves with the
cultural parameter of different countries.
Cross cultural communication is about dealing with people from other
cultures in a way that minimizes misunderstandings and maximizes your
potential to create strong cross cultural relationships. The above tips should
be seen as a starting point to greater cross cultural awareness.
Tips to Improve Cross Cultural Communication
Communication in Organization - Its Function, Nature and Scope

Slow Down
Even when English is the common language in a cross cultural situation, this
does not mean you should speak at normal speed. Slow down, speak clearly
and ensure your pronunciation is intelligible.
Separate Questions
Try not to ask double questions such as, Do you want to carry on or shall we
stop here? In a cross cultural situation only the first or second question may
have been comprehended. Let your listener answer one question at a time.
Avoid Negative Questions
Many cross cultural communication misunderstandings have been caused by
the use of negative questions and answers. In English we answer yes if the
answer is affirmative and no if it is negative. In other cultures a yes or
no may only be indicating whether the questioner is right or wrong. For
example, the response to Are you not coming? may be yes, meaning Yes,
I am not coming.
Take Turns
Cross cultural communication is enhanced through taking turns to talk,
making a point and then listening to the response.
Write it Down
If you are unsure whether something has been understood write it down and
check. This can be useful when using large figures. For example, a billion in
the USA is 1,000,000,000,000 while in the UK it is 1,000,000,000.
Be Supportive
Effective cross cultural communication is in essence about being comfortable.
Giving encouragement to those with weak English gives them confidence,
support and a trust in you.
Check Meanings
When communicating across cultures never assume the other party has
understood. Be an active listener. Summarize what has been said in order to
verify it. This is a very effective way of ensuring accurate cross cultural
communication has taken place.
Avoid Slang
Communication in Organization - Its Function, Nature and Scope

Even the most well educated foreigner will not have a complete knowledge of
slang, idioms and sayings. The danger is that the words will be understood
but the meaning missed.
Watch the humors
In many cultures business is taken very seriously. Professionalism and protocol
are constantly observed. Many cultures will not appreciate the use of humor
and jokes in the business context. When using humor think whether it will be
understood in the other culture. For example, British sarcasm usually has a
negative effect abroad.
Maintain Etiquette
Many cultures have certain etiquette when communicating. It is always a
good idea to undertake some cross cultural awareness training or at least do
some research on the target culture.

Networks in organization Communication

Networks are another aspect of direction and flow of communication. Bavelas
has shown that communication patterns, or networks, influence groups in
several important ways. Communication networks may affect the group's
completion of the assigned task on time, the position of the de facto leader
in the group, or they may affect the group members' satisfaction from
occupying certain positions in the network. Although these findings are based
on laboratory experiments, they have important implications for the
dynamics of communication in formal organizations.

Centralized Network
De-centralized Network

Centralized Network

The Chain

In this type one person passes the information to others down the line of
hierarchy, who then passes it further down their own chain of authority. It
allows only vertical movement, up and down. The Chain can readily be seen
to represent the hierarchical pattern that characterizes strictly formal
information flow, "from the top down," in military and some types of business
organizations.
Communication in Organization - Its Function, Nature and Scope

The Wheel

In the wheel pattern, the person who occupies the centralized position or the
hub of the wheel co-ordinates all the information. All other communicate
only with the central person and not with the others. The central person
solves problems and make decisions. The Wheel can be compared with a
typical autocratic organization, meaning one-man rule and limited employee
participation.

The Y network

Communication in Organization - Its Function, Nature and Scope

The Y network is a variation of the chain; it includes an example of formal

communication within a hierarchy such as the police force or civil force.
Messages move vertically between sub-ordinates and superiors in the
hierarchy.

De-centralized Network

The Circle

This kind of network allows each member of the group to interact with
those on each side but not with the others, members receive information
from the side.

The All Channels Network

In this pattern, system allows every one to communicate with everyone else
in the group. It works best in the small groups. It is the least structured and,
if the group is too large, tasks can be delayed because of too much
Communication in Organization - Its Function, Nature and Scope

unstructured communication. The All-Channel network, which is an

elaboration of Bavelas's Circle used by Guetzkow, is analogous to the freeflow of communication in a group that encourages all of its members to
become involved in group decision processes. The All-Channel network may
also be compared to some of the informal communication networks.

Case Study: Foreigners Trip

Rin, why dont you give me some super white ideas? asked Ashok, HR
Executive.
Super white or black idea, dont call me Rin. I am Rinee and call me that
way. How many times I have to tell you? About three months ago, Rinee had
joined as Executive Assistant to the Director. MBA from Stanford University,
she was on her Rotation Management Training Programme (RMTP). Her current
company belonged to SME and an employee of that standing was prized catch
for them.
Oh name? Does it matter? Finally what matters are ideas
By the way what is that you want from me?
Those phirangis, need to be taken to somewhere for outing. Why dont you
suggest some better place? Ashok was referring to a delegation of foreign
clients. They were in India for the project review and they were to remain
there for next fortnight.
Simple. 15th August, Independence Day, is on Friday. So our weekend is for
three days. Why dont you organise their trip to Mysore/Ooty on these days?

Communication in Organization - Its Function, Nature and Scope

Oh great! I was thinking of the same place but linking it to ID day is a great
idea. Anyway, you always think of holidays. Such ideas can occur to you only. I
dont know whether you are salt of the earth but certainly, you are the salt of
the company
And you always about work!
Anyway yours was great idea. Now itself I will obtain the approval from the
Director said Ashok and left for the Directors cabin.
After some time Ashok returned from Directors cabin. Look Rinee, Director
has told you to arrange their holidays for 3 days on 15th, 16th and 17th
August. I have obtained Directors approval. He has given verbal sanction to
me and I will send a mail to you.
That means finally it has come on my head. Hereafter I will never suggest
you anything.
***
On 15th August
Hi Rinee, have the foreigners delegation reached Mysore? Are you in touch
with them? Have you received any news from them? queried Ashok.
I dont have to receive any news from them but I can tell you about them?
Rinee replied.
What you mean by I dont have to receive any news from them but I can tell
you about them? asked perplexed Ashok.
Simple. I know about them because I am with them.
I am with them, what you mean by that? By the way why you were needed
to be with them?
I needed to be with them because when I arranged this trip for those
foreigners, they told me to accompany. They wanted some local person to
accompany them. Since they requested, I obliged them.
But then you were not to go with them said Ashok and hung up curtly.
***
On 18th August morning
Ashok called Rinee in his office and expressed his surprise over Rinees visit
Mysore/Ooty I had told you to do travel and accommodation arrangement
but I never thought that like a bird you too will fly with them.
Communication in Organization - Its Function, Nature and Scope

But Ashok, when you wrote mail to me for arranging the trip of those
foreigners, you had not mentioned that I should not accompany them.
Moreover, I have managed it within the budget that you had mentioned. Then
what is the problem? Rinee was expressing her frustration my visit was
during weekend. What I do during weekend is purely my business. It is really
surprising that you are calling in question my integrity.
If I had not written that you should not accompany those foreign dignitaries,
but then neither I had written that you can accompany them. I discovered by
chance that you were accompanying them. Why you did not tell to me that
earlier? This is suppression of material facts! You knew on which side of the
bread was buttered and cleverly you are passing off your usurpation as your
integrity? continued Ashok, You have enjoyed the trip at companys
expenses. For this misconduct, I need to issue you show cause notice.
I did not tell you because I do not report to you. I was a big help to those
foreign delegates. Now I need to raise a complaint against you. Disgusting!
What kind of hell I am in? These things would never happen in my previous
company.
The heated exchange continued for some time and Rinee left with complete
determination to retaliate.
***
On 19th August morning
Manohar, Director of the company, resumed his office as usual. On checking
his schedule for the day, he opened his mail. When he was peeking over the
subject heading of each mail, he startled to find one of the subjects heading
as Draft of Show Cause Notice. He was about to open that mail thinking
what must have been stored in it when his train of thoughts was interrupted
because of Rinees sudden entry There are some important mails for you and
one is from me too.
From you? queried Manohar.
Before Rinee could speak anything, he had rested his eyes on her mail with
subject heading Grievance against HR.
***
Read the above case study carefully and bring out the various issues involved
in it.
Case Analysis
a)There are perception differences between Ashok and Rinee.
Communication in Organization - Its Function, Nature and Scope

b)When Ashok wrote mail to Rinee, he did not specify who will give admin
support to the foreign delegates. Of the 7 Cs of Communication, one C is
Completeness. Ashoks communication was incomplete. This incomplete
communication has created conflict. From the initial task conflict , it
switched to relationship conflict.
c)Rinee did not deem it fit to inform anyone if she wanted to accompany
foreign delegates. This has given credence to communication gap.
d)Rinees remark at the end What kind of hell I am in? These things would
never happen in my previous company shows her mental non-alignment with
her current company.
e)Once a person joins a new company, he/she needs to learn and de-learn
something. Rinee is yet to come to terms to with the culture of the new
company. Her hangover of the work style of previous company has put her
personal credibility into question.
f)The instances like these sow seeds of discord and vitiate the organisations
climate.
g)In a company where employee empowerment is practised and promoted,
Rinees proactive approach would not have attracted wrath from HR Rather it
might have attracted appreciation. However, this was not the case of her
current company.
h)Possibly Rinee might lye low after this incident but she will remain put off
for a long time.
i)The incident is the best grist for the grapevine. The incident may be
interpreted differently by different employees in their informal chat and
discussion and that will create a further distortion of the reality.

Action Tools
a)Devise a standard form for obtaining approval for outstation visits.
Standardisation of process always helps in avoiding confusion.
b)Strive for process centred work style over person centred work style.
c)Clarify boundaries of employee empowerment.

Communication in Organization - Its Function, Nature and Scope

d)Employee motivation cannot be decoupled from organisations culture.

Motivation stems from organisations culture. Management must take
proactive approach in shaping the organisations culture rather than allowing
it to take haywire shape on its own.
e)While training staff on communication, management must give emphasis on
organisational communication rather than smaller aspect like tone, style,
body language etc.

Bibliography
Welingkar Notes for Business Communication
Internet
Organization Behaviour by Aswathapa

According to the 7 Cs, communication needs to be:

1.
2.
3.
4.
5.
6.
7.

Clear.
Concise.
Concrete.
Correct.
Coherent.
Complete.
Courteous.
Communication in Organization - Its Function, Nature and Scope

In this article, we look at each of the 7 Cs of Communication, and we'll illustrate each
element with both good and bad examples.

1. Clear
When writing or speaking to someone, be clear about your goal or message. What is
your purpose in communicating with this person? If you're not sure, then your audience
won't be sure either.
To be clear, try to minimize the number of ideas in each sentence. Make sure that it's
easy for your reader to understand your meaning. People shouldn't have to "read
between the lines" and make assumptions on their own to understand what you're trying
to say.

Bad Example
Hi John,
I wanted to write you a quick note about Daniel, who's working in your department.
He's a great asset, and I'd like to talk to you more about him when you have time.
Best,
Skip
What is this email about? Well, we're not sure. First, if there are multiple Daniels in
John's department, John won't know who Skip is talking about.
Next, what is Daniel doing, specifically, that's so great? We don't know that either. It's
so vague that John will definitely have to write back for more information.
Last, what is the purpose of this email? Does Skip simply want to have an idle chat
about Daniel, or is there some more specific goal here? There's no sense of purpose to
this message, so it's a bit confusing.

Good Example
Hi John,
I wanted to write you a quick note about Daniel Kedar, who's working in your
department. In recent weeks, he's helped the IT department through several pressing
deadlines on his own time.
We've got a tough upgrade project due to run over the next three months, and his
knowledge and skills would prove invaluable. Could we please have his help with this
work?
Communication in Organization - Its Function, Nature and Scope

I'd appreciate speaking with you about this. When is it best to call you to discuss this
further?
Best wishes,
Skip
This second message is much clearer, because the reader has the information he needs
to take action.

2. Concise
When you're concise in your communication, you stick to the point and keep it brief.
Your audience doesn't want to read six sentences when you could communicate your
message in three.

Are there any adjectives or "filler words" that you can delete? You can often
eliminate words like "for instance," "you see," "definitely," "kind of," "literally,"
"basically," or "I mean."
Are there any unnecessary sentences?
Have you repeated the point several times, in different ways?

Bad Example
Hi Matt,
I wanted to touch base with you about the email marketing campaign we kind of
sketched out last Thursday. I really think that our target market is definitely going to
want to see the company's philanthropic efforts. I think that could make a big impact,
and it would stay in their minds longer than a sales pitch.
For instance, if we talk about the company's efforts to become sustainable, as well as
the charity work we're doing in local schools, then the people that we want to attract are
going to remember our message longer. The impact will just be greater.
What do you think?
Jessica
This email is too long! There's repetition, and there's plenty of "filler" taking up space.

Good Example
Watch what happens when we're concise and take out the filler words:
Hi Matt,
Communication in Organization - Its Function, Nature and Scope

I wanted to quickly discuss the email marketing campaign that we analyzed last
Thursday. Our target market will want to know about the company's philanthropic
efforts, especially our goals to become sustainable and help local schools.
This would make a far greater impact, and it would stay in their minds longer than a
traditional sales pitch.
What do you think?
Jessica

3. Concrete
When your message is concrete, then your audience has a clear picture of what you're
telling them. There are details (but not too many!) and vivid facts, and there's laserlike
focus. Your message is solid.

Bad Example
Consider this advertising copy:
The Lunchbox Wizard will save you time every day.
A statement like this probably won't sell many of these products. There's no passion, no
vivid detail, nothing that creates emotion, and nothing that tells people in the audience
why they should care. This message isn't concrete enough to make a difference.

Good Example
How much time do you spend every day packing your kids' lunches? No more! Just
take a complete Lunchbox Wizard from your refrigerator each day to give your kids a
healthy lunch AND have more time to play or read with them!
This copy is better because there are vivid images. The audience can picture spending
quality time with their kids and what parent could argue with that? And mentioning
that the product is stored in the refrigerator explains how the idea is practical. The
message has come alive through these details.

4. Correct
When your communication is correct, it fits your audience. And correct communication
is also error-free communication.

Do the technical terms you use fit your audience's level of education or
knowledge?
Communication in Organization - Its Function, Nature and Scope

Have you checked your writing for grammatical errors? Remember, spell
checkers won't catch everything.
Are all names and titles spelled correctly?

Bad Example
Hi Daniel,
Thanks so much for meeting me at lunch today! I enjoyed our conservation, and I'm
looking forward to moving ahead on our project. I'm sure that the two-weak deadline
won't be an issue.
Thanks again, and I'll speak to you soon!
Best,
Jack Miller
If you read that example fast, then you might not have caught any errors. But on closer
inspection, you'll find two. Can you see them?
The first error is that the writer accidentally typed conservation instead of conversation.
This common error can happen when you're typing too fast. The other error is using
weak instead of week.
Again, spell checkers won't catch word errors like this, which is why it's so important to
proofread everything!

5. Coherent
When your communication is coherent, it's logical. All points are connected and
relevant to the main topic, and the tone and flow of the text is consistent.

Bad Example
Traci,
I wanted to write you a quick note about the report you finished last week. I gave it to
Michelle to proof, and she wanted to make sure you knew about the department
meeting we're having this Friday. We'll be creating an outline for the new employee
handbook.
Thanks,
Michelle
Communication in Organization - Its Function, Nature and Scope

As you can see, this email doesn't communicate its point very well. Where is Michelle's
feedback on Traci's report? She started to mention it, but then she changed the topic to
Friday's meeting.

Good Example
Hi Traci,
I wanted to write you a quick note about the report you finished last week. I gave it to
Michelle to proof, and she let me know that there are a few changes that you'll need to
make. She'll email you her detailed comments later this afternoon.
Thanks,
Michelle
Notice that in the good example, Michelle does not mention Friday's meeting. This is
because the meeting reminder should be an entirely separate email. This way, Traci can
delete the report feedback email after she makes her changes, but save the email about
the meeting as her reminder to attend. Each email has only one main topic.

6. Complete
In a complete message, the audience has everything they need to be informed and, if
applicable, take action.

Does your message include a "call to action", so that your audience clearly
knows what you want them to do?
Have you included all relevant information contact names, dates, times,
locations, and so on?

Bad Example
Hi everyone,
I just wanted to send you all a reminder about the meeting we're having tomorrow!
See you then,
Chris
This message is not complete, for obvious reasons. What meeting? When is it? Where?
Chris has left his team without the necessary information.

Communication in Organization - Its Function, Nature and Scope

Good Example
Hi everyone,
I just wanted to remind you about tomorrow's meeting on the new telecommuting
policies. The meeting will be at 10:00 a.m. in the second-level conference room. Please
let me know if you can't attend.
See you then,
Chris

7. Courteous
Courteous communication is friendly, open, and honest. There are no hidden insults or
passive-aggressive tones. You keep your reader's viewpoint in mind, and you're
empathetic to their needs.

Bad Example
Jeff,
I wanted to let you know that I don't appreciate how your team always monopolizes the
discussion at our weekly meetings. I have a lot of projects, and I really need time to get
my team's progress discussed as well. So far, thanks to your department, I haven't been
able to do that. Can you make sure they make time for me and my team next week?
Thanks,
Phil
Well, that's hardly courteous! Messages like this can potentially start office wide fights.
And this email does nothing but create bad feelings, and lower productivity and morale.
A little bit of courtesy, even in difficult situations, can go a long way.

Good Example
Hi Jeff,
I wanted to write you a quick note to ask a favor. During our weekly meetings, your
team does an excellent job of highlighting their progress. But this uses some of the time
available for my team to highlight theirs. I'd really appreciate it if you could give my
team a little extra time each week to fully cover their progress reports.
Thanks so much, and please let me know if there's anything I can do for you!
Communication in Organization - Its Function, Nature and Scope

Best,
Phil
What a difference! This email is courteous and friendly, and it has little chance of
spreading bad feelings around the office.

Communication in Organization - Its Function, Nature and Scope