Human Relations MGMT611
Importance of communication
"It is impossible to have relations without communications and vice versa." Robert D. Breth
"The meaning of words; they are not in words; they are in us." S I. Hayakawa
Process of communication
Communication is the process of conveying the information and understanding of issues from one person
to another. It is just like sharing the meanings with juniors, seniors or co-workers to get work done.
Communication is a dynamic process through which managers or supervisors take action and do things.
One person can initiate the process of communication but can not complete it by him or herself. It is
completed only when the receiver receives it. People communicate with symbols of language, pictures, and
gestures. Receivers draw meanings from symbols on the basis of their prior knowledge and experience. If a
person does not know a particular language, for example Chinese, the symbols of Chinese language will be
With reference to language, ideas should be emphasized instead of words. Visuals are an aid to
communication and actions speak louder than words. Since communication is a two way process, listening
skills are important. In consequence, for good speaking and writing skills, good listening skills are required.
To improve listening skills
1. Stop talking
2. Put the talker at ease
3. Show other that you want to listen
4. Remove distractions
6. Be patient
7. Hold your temper
8. Go easy on argument criticism
9. Ask questions
ˇ Communication is the process by which all human interaction takes place. Significant groups in this
process are management and employees.
ˇ Management communication is especially important and most channels of communication with
workers are based in the management.
ˇ The administration is generally concerned with facilitation communication in the organization.
Each manager has a complicated set of relationships with other individuals and these relationships
are substantially determined by organization structure. Accordingly, organization structure has a
major influence on communication. Any person and organization can not communicate more than
what it knows. Therefore, organizations and managers need to know more.
ˇ Upward communication is more difficult to develop than downward communication.
ˇ The major dimension of organizational communication is open communication that values
diversity. In general, organizational communication is the compounded interpersonal
communication process across an organization.
Importance of organizational communication
Global organizations that stress diversity realize that there are 13 dimensions for success, and the number
one dimension is open communication. In today's diversified global environment, coaching is the primary
vehicle for positively influencing employees' performance.
ˇ Coaching involves questioning, listening, and the ability to provide feedback to enhance skills and
Human Relations MGMT611
ˇ Sensitive listening is the key to effective management, and busy executives spend 80 percent of
their time listening.
ˇ Lee Iacocca, the top executive credited with U saving Chrysler Corporation from bankruptcy,
said, `The most important thing I learned in school was how to communicate".
ˇ At all organizational levels, at least 75 percent of each workday is consumed by talking and
ˇ Seventy-five percent of what we hear we hear imprecisely.
ˇ Seventy-five percent of what we hear accurately we forget within three weeks.
ˇ Communication, the skill we need the most at work, is the skill we most lack. Communication is an
essential prerequisite of organization. When organizations hire employees, one of the most
important factors considered is communication skills. However, there are many employees who
lack basic communication skills and the problem will continue as work force diversity grows.
ˇ Because communication skills are so important and so many employees' skills are so poor,
organizations are spending millions of dollars to teach workers basic communication skills. Various
research studies have revealed that as much as 70 percent of all business communication fails to
achieve the intended purposes. Employees need relationships to realize their potential. Every
communication interaction provides an opportunity for each participant to increase or decrease the
Intensity of relations and also to get the work or business done.
Types of organizational communication
A. Vertical Communication
Vertical communication is the flow of information both up and down the chain of command. It is
usually official information. It is upward and downward.
B. Horizontal communication
It is the flow of information with people on the same or similar levels in the organizational hierarchy.
C. Grapevine communication (informal)
It is "the informal transmission of information, gossip or rumor from person to person" The grapevine
is the informal and unsanctioned information network within every organization.
D. Communication networks
"The network helps employees make sense of the world around them and consequently provides a
release from emotional stress and all informal information is undocumented." (Circle, chain, all channel
Barriers to organizational communication
ˇ Emotions (anger, fear, sadness, happiness)
ˇ Filtering (process of altering the message for more favorable image)
ˇ Trust and credibility
ˇ Information overload
ˇ Not listening (only hearing)
ˇ Time and place
ˇ Media selection
Situations are not always planned and if planned, their details vary significantly. People in general are not
prepared to handle situational communication. It comes with experience.
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