The document discusses communication in interpersonal and organizational contexts. It describes how communication allows people to share attitudes, values, emotions, and needs. Effective communication in organizations requires that people be able to freely express themselves, coordinate efforts, focus on customer needs, and articulate their own needs. The choice of communication medium depends on factors like message content, need for feedback, number of receivers, and available technologies. Barriers to communication include overload, lack of trust, inappropriate hierarchies, and electronic noise.

1. Communication:
Interpersonal and Organizational
MultiMedia by 2002 South-

2. By Communicating We Share
Attitudes Ambitions
Values Wants
Emotions Needs
MultiMedia by 2002 South-

3. People in Organizations
 Must be free to express what they know and
believe
 Must coordinate and pool their efforts
 Must focus on the needs of the customers
 Must be able to articulate their needs
MultiMedia by 2002 South-

4. Mediums of Communication
Verbal (spoken or written words)
Nonverbal (images, facial expressions, gestures,
and body language)
MultiMedia by 2002 South-

5. Choice of Medium is Influenced By
 The content of the message.
 The importance of feedback.
 The number of intended receivers.
 The receiver’s and sender’s preferences and
characteristics.
 The sender’s and receiver’s locations and
environments.
 The technologies available.
MultiMedia by 2002 South-

6. Interpersonal Communication
 Involves real-time face-to-face or voice-to-
voice.
 Allows instant feedback.
 Appropriate when the issues affect others.
MultiMedia by 2002 South-

7. Team Members Engage in
Four Kinds of Communication
Exchange views
Discuss work
Transmit information
Deliberate on a problem
MultiMedia by 2002 South-

8. A Leader
A Leader A Goal
A Goal
Team
Members
Share
Related
Related Mutual
Mutual
Activities
Activities Dependency
Dependency
MultiMedia by 2002 South-

9. Checklist for Ensuring
Effective Communications
MultiMedia by 2002 South-

10. Eight Barriers to
Interpersonal Communication
 Diction
 Jargon
 Expectations of Familiarity
 Source’s Lack of Creditibility
 Preconceived Notions
 Perceptions
 Conflicting Nonverbal Communication
 Emotions
MultiMedia by 2002 South-

11. Subjects for
Downward Communication
DOWNWARD COMMUNICATION
CEO’s vision Job designs
Changes in rule or procedures Performance appraisals
Company mission Policies
Delegation of authority Solutions
Development Staff manager’s advice
Feedback Strategic goals
Incentives Training
MultiMedia by 2002 South-

12. Subjects for
Horizontal Communication
HORIZONTAL COMMUNICATION
Coordination efforts Information to and about customers
Efforts to seek assistance Information to and about suppliers
Feedback Group-member interactions
MultiMedia by 2002 South-

13. Subjects for
Upward Communication
UPWARD COMMUNICATION
Complaints Requests for assistance
Feedback Status reports
Recommended solutions Research results
MultiMedia by 2002 South-

14. Horizontal Communication
Channels are Used to
 Set goals.
Set goals.
 Define roles.
Define roles.
 Create, examine, and improve methods.
Create, examine, and improve methods.
 Improve working relationships.
Improve working relationships.
 Define, investigate, and solve problems.
Define, investigate, and solve problems.
 Gather, process, and distribute information.
Gather, process, and distribute information.
MultiMedia by 2002 South-

15. Formal Upward Channels
 Provide the feedback required by downward
 Provide the feedback required by downward
communication.
communication.
 Allow workers to request assistance in solving some
 Allow workers to request assistance in solving some
problems.
problems.
 Provide a means for workers to recommend solutions to
 Provide a means for workers to recommend solutions to
others.
others.
 Provide status reports and inform higher authorities about
 Provide status reports and inform higher authorities about
employee complaints.
employee complaints.
MultiMedia by 2002 South-

16. Grapevine Characteristics
• It can penetrate the tightest security.
• It is fast.
• It tends to carry messages from anonymous sources.
• Its messages are difficult to stop or counter once they
get started.
• It is accessible to every person in an organization.
• It can be supportive of or an obstacle to
management’s efforts.
MultiMedia by 2002 South-

17. Four Common Grapevine Configurations
Single Chain
A B C D
Gossip A
B F
C E
D
MultiMedia by 2002 South-

18. Four Common Grapevine Configurations (cont.)
Random C D E
B F
A G
I H
B A D
Cluster
E C F
G M
H L
I J K
MultiMedia by 2002 South-

19. Barriers to
Organizational Communication
 Overload
 Filtering by Levels
 Timing
 Lack of Trust and Openness
 Inappropriate Span of Control
 Change
 Rank or Status in the Company
 Manager’s Interpretations
 Electronic Noise
MultiMedia by 2002 South-

20. Four Responsibilities of Receivers
 Listening Actively.
 Being Sensitive to the Sender.
 Indicating an Appropriate Medium.
 Initiating Feedback.
MultiMedia by 2002 South-