Lecture notes
Lecture notes
- Module
- Behaviour in organisations
- Institution
- Queens University Belfast (QUB)
Lecture notes of 5 pages for the course Behaviour in organisations at QUB (Chapter 11)
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Chapter 11 – communicationThe nature of organisational communication
Communication is defined from a behavioural perspective as a symbolic process in which
individuals exchange perceptions and build a knowledge bank from themselves and others,
for the purpose of shaping future actions
Key symbol is language
Language is crucial in establishing status and power
From a manager’s standpoint, ‘effective’ communication means to ‘get things done’
including:
o Articulating a vision
o Informing workers of organisational rules
o Giving feedback in face-to-face interviews
Nature of communication process established reflects:
o Management style
o Degree of employee participation
o Culture
o Efficiency of the workplace
Organisational communication is an important tool for shaping and controlling various
aspects of workers’ behaviour in the workplace
o It’s a means of gaining commitment to the organisation’s goals
o A means of conveying the organisation’s disciplinary practices
o Means of making workers more governable
Communication and management
Written, verbal, and non-verbal communication occur through formal or informal channels
Formal channel – established by the organisation and transmit messages relevant to job-
related activities (follows an organisation’s chain of command)
Informal channel – contribute to the culture and social reality of an organisation (follows
unofficial means of communication)
Face-to-face interaction is richest, but communication often involves a mix of types
The symbolic meaning of choosing one medium over another may vary from one manager to
another
The symbolic meaning of the selected communication medium should clarify rather than
contradict the meaning found in the message content
Non-verbal communication
The process of coding meaning through behaviours such as facial expressions, limb gestures
and body postures, which do not involve the use of words
When the verbal message is inconsistent with the non-verbal message, the non-verbal
message is believed, and listeners decode the verbal component
Direction of communication
, Vertical communications are the formal mechanisms established to disseminate information
that involves the coordination of subordinates’ work activities
Downward communication involves management directives, electronic newsletters, emails,
telephone hotlines and corporate DVD programmes
Upward communication includes employee surveys, reports from self-managed teams and
various employee involvement arrangements. This form of communication is
underdeveloped in most forms
Lateral communications among people at the same level in the organisation are useful for
increasing the coordination between individuals and departments
Informal communication (grapevine) is formed and maintained by social relationships.
Communication can flow across all levels and boundaries and can use any or all of the
channels available. It operates outside the usual bounds of the organisation and is the main
source of organisational narratives and other symbols of the organisation’s culture
Leadership, persuasion, and communication
Communication is one of the most critical skills for organisational leaders
Leadership is the process that brings about movement or change, and involves persuasion
Persuasive communication changes followers’ behaviour when they accept the information
Rhetoric and rhetorical persuasion is very important in organisations – 75% of a managers
time is engaged in persuasion. Rhetoric is the art of effective or persuasive speaking or
writing
Capability to negotiate
Research into emotional intelligence in organisations concluded that effective leaders posses
this quality to a high degree
Empathy is the most easily recognised dimension of emotional intelligence and is an
important component of leadership for three reasons:
o The increasing use of teams
o The rapid pace of globalisation
o The growing need to retain talent
Effective communication is a combination of:
o Speech
o Speaker
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