Question No.1 (10)
Write a detailed note on internal and external forms of communication in an organization.
Internal Communication
The formal Communication Network
• The formal flow of information follows the official chain of command.
Direction of flow within the organization
Downward Flow
• Organizational decisions are made at top level and then flow down to the people who carry them. When employees receive appropriate downward communication from the management, they become motivated and more efficient. They need clear job directions, safety rules, facts about organizational strategy, products, and viewpoints on important controversial issues. They are concerned about their benefits such as health care, promotions, pensions, training, etc.
Upward Flow
• To solve problems and make intelligent decision manager need what is going on in the organization. Upward internal communication is also very important. Many executives want comments from employees in addition to the usual periodic reports. Successful managers listen closely to opinions, complaints, problems, and suggestions, especially when these are clearly put forward. They want to know about problem, emerging trends.
Horizontal Flow
• Horizontal flow takes place between peers in organizations in order to solve problems, perform job duties, prepare for meetings, and cooperate on important projects. So you can imagine that people spend time on listening to and making requests, writing notes and memos, and discussing and writing about projects. And they do it through communication.
External Communication
• Communication that takes place outside the organization is called external communication. The right letter, proposal, report, telephone call, or personal conversation can win back an angry customer, create a desire for a firm’s product or services, encourage collections, motivate performance, and in general, create goodwill.
Informal External Communication
• Although external communication is formal, informal contacts with outsiders are important for learning customer’s needs. Plenty of high level manager recognize the value of keeping in touch with “the real world by creating opportunities to talk with and get feedback from customers and frontline companies.
Ways of External Communication
• Letters, pamphlets, annual reports, interviews with the news media, etc.
Question No.2 (10)
You have studied communication process, barriers of communication in your course; analyze with examples complete process of communication.
THE PROCESS OF COMMUNICATION
• Communication is a process of sending and receiving verbal and nonverbal messages.
• Communication is considered effective when it achieves the desired reaction or response from the receiver.
• Communication is a two way process of exchanging ideas or information.
• The process of communication has six components: sender/encoder, message, medium, receiver/decoder, and feedbacks.
Sender / Encoder
• While sending a message, you are the “encoder”, the writer or speaker, depending on whether your message is written or oral.
• express your message so that the receiver(s)
• react as you desire
• You decide which symbols best convey your message and which message channel will be most effective among the oral and written media (letter, memo, telephone, etc)
(Experiences, attitudes, skills) perception Idea encoding Symbol decisions Sending mechanisms
Message
• The message is the main idea that you wish to communicate; it is of both verbal (written or spoken) symbols and nonverbal (unspoken) symbols. First decide exactly what your message is. Also consider the receiver of your message.
Medium/Channel
• It means the way by which a message is communicated
• You can choose electronic mail, the printed word
• The choice of medium is affected by the relationship between the sender and the receiver.
Oral Communication
• The oral communication brings back immediate feedback
• It has a conversational nature with shorter words and sentences
• It stresses on interpersonal relations
• This medium needs less technical details
• Its sentence structures are simple
Written Communication
• This medium is more formal with focus on contents
• It can convey any amount of technical information
• It is best for permanent record
• This medium uses longer words and longer sentences. It brings delayed feedback
Inside Your Organization
For internal communication, written media may be:
• memos, reports, bulletins, job descriptions,
• posters, notes, employee manuals,
• electronic bulletin boards, even internal faxes.
Oral communication may take the form of
• staff meeting reports, face to face discussions,
• presentations, audio tapes, telephone chats,
• teleconferences, or videotapes
Outside Your Organization
External written communication media may be:
• letters, reports, telegrams, cablegrams,
• mailgrams, faxes, telexes, postcards, contracts,
• ads, brochures, catalogs, news releases etc.
Orally it may be
• face to face discussions, telephone,
• or presentations in solo or panel situations.
Receiver / Decoder
• The receiver / decoder of your message is your reader or listener.
• influenced by nonverbal factors such as touch, taste, and smell
Receiver/Encoder (experiences, attitudes, skills) Receptor mechanisms Perception Decoding
Idea interpretation
Feedback
• Feedback can be oral or written, it can also be an action, such as receiving in the mail an item you ordered. Sometimes silence is used as feedback, though it is not very useful. Senders need feedback in order to determine the success or failure of the communication.
BARRIERS IN EFFECTIVE COMMUNICATION /COMMUNICATION FALLOFF
People in the world are not exactly alike. Cultures or countries are not the same. These differences, however, can cause problems in conveying your meanings. Each person’s mind is different from others. As a result, message sender’s meanings and the receiver’s response are affected by many factors, such as individual:
- Semantic barriers
- Conventions of meaning
- Physical Barrier
- Psychological barriers
- Emotional barriers
- Perceptual barriers
Barriers involving values attitudes etc
Semantic Barrier
- Symbol
- Referent (reality)
- Less Common Experience
- Common Experience
Problem in Conventions of Meaning
- Denotation
Physical Barriers
- For Writing
- For Speaking
- For Writing
Psychological Barriers
- touch, sight, hearing, smell, and taste
Perception of Reality
- Abstracting
- Inferring
Barriers Involving Values, Attitudes etc.
- Environmental stresses
- Personal problems
- Sensitivity
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