Communication in workplace

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workplaceOrganizational behavior communication in workplace
Organizational behavior communication in workplace
Organizational behavior communication in workplace
Organizational behavior communication in
Communication in workplace
workplaceOrganizational behavior communication in
Submitted To : Asma Sethi
workplaceOrganizationalbehavior communication in
Organizational behavior
workplaceOrganizationalbehavior
Ajay Kumar(1011137)
commun ication in
Dhanesh Kumar(1011147)
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[COMMUNICATION IN WORKPLACE] Organizational behavior

Contents
Introduction .................................................................................................................................................. 2
Problem statement ................................................................................................................................... 3
Study objective.......................................................................................................................................... 3
Scope of study ........................................................................................................................................... 3
Literature review........................................................................................................................................... 4
What matters Most? ................................................................................................................................. 4
Difficulties in communication ................................................................................................................... 4
Verbal communication .............................................................................................................................. 5
Non-verbal communication ...................................................................................................................... 5
Internal communication............................................................................................................................ 6
Communication in Negotiation ................................................................................................................. 7
Interpersonal and intrapersonal communication ..................................................................................... 9
Electronic mail........................................................................................................................................... 9
Face to face communication ................................................................................................................... 10
Use of channel in problem solving .......................................................................................................... 12
Importance of communication ............................................................................................................... 13

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Communication in workplace

Introduction
Nowadays many organizations are facing many sorts of problems in workplace due to different
issues. One of the main issues that diminish the performance of the organization is
miscommunication or improper communication of message. The receiver ultimately does not
respond in the way sender expects. . Hardeep anant said that an idea, no matter how
innovative, it is useless until it is properly communicated to others and properly understood by
them.

I A Richard defines communication as Communication takes place when one mind acts in such
a way upon its environment that other minds are convinced, and in that other minds in such a
way that the first mind was feeling about the idea.

According to Encarta Communication is the route which comprise of sharing thoughts, data,
and messages with others. Communication comprises of writing and talking, visual
communication (images, graphs, videos) nonverbal communication (facial expressions, body
language, gestures), and electronic communication (telephone calls, electronic mail, cable
television, or satellite broadcasts, video chatting, IM chatting) as well. Communication is an
integral part of personal life and is also significant in business as well as education, and any
other situations where people meet with other people.

In 1974 Brenan said that communication is something that combines society together. Good
communication skills helps people to maintain personal relationship and the quality of
communication depend upon the understanding of both speaker and listener. According to
Denial Robert communication is a cooperative system like driving in the traffic you have to
concentrate on all the people and cars moving with you and against you.

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Problem statement
Here we wanted to discuss and find out the challenges and issues faced by organization due to
communication gap or improper communication.

Study objective
The main objective of our study was to analyze what makes the communication more effective
in workplace

How does the communication affect the performance of an organization?

What are the things should be considered while communicating with each other?

Scope of study
This study will help organization or people to know which mode of communication should be
followed in which case and what are the other factors that should be considered while
communicating a message. Which channel of communication should be used in which case?
And how communication techniques are used to motivate employees and enhance the
performance of the organization.

3


Literature review

What matters Most?
According to denial Robert the communication should not be evaluated how we think about
the message but how others are responding to our message it is of course useless if we had
properly communicated our message without any sort of mistake and distortion and the other
person is not responding the way we want . Denial Robert says that you should communicate
focusing on the listeners filters. This means that while communicating your message you should
know the level of person who is listening to you. Hardeep anant said that An idea, no matter
how innovative, it is useless until it is properly communicated to others and properly
understood by them

Difficulties in communication
In 2005 Fowler &Manktelow said that Communication obstacles can arise at every stage of the
communication method (which includes sender, message, mode, receiver, and feedback) and
can create confusion. A good communicator is one who can get his point across without
misinterpretation and confusion, goal of a good communicator should be to decrease the
number of the hindrances at each stage of the process with, concise, accurate clear, well
planned communications.

According to Brennan employees do get information other than management channels. And
management is not able to get that information. The reason of that is not flaw of employees’
network but it relays indiscriminately reasons of which include: fragments, rumors and gossips.
It is not necessary that it will be in the best interest of organization but it portray the real image
of organization for the employees

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Verbal communication
According to Amy Lucas Verbal communication includes any form of communication involving
words, spoken, written. The conversation we have with our colleague during breaks, discussing
news or the other activities page. Not only this but the text message and memos we send are a
form of verbal communication. Our skill to communicate with a language that is based on a
planned system of confrontations, rather than merely expressions and sounds, is something
that makes us different from other livings. Not only do we have verbal, but we also have the
expertise that allows us to communicate with one another no matter the physical distance.

We use verbal communication for different purpose to express, whether it is to express others
of our desire or to communicate knowledge. Clarification is something that makes verbal
communication different. Maybe we do not express ourselves clearly, or our words or actions
are misinterpreted. Verbal communication helps to remove misunderstandings and provides
relevant information. According to Robert M. Krauss, A human’s survival depends analytically
upon his skill to communicate efficiently. .

Non-verbal communication
According to Leslie Contreras In workplace use of non-verbal communication play a vital role to
create relationship among employees at workplace. Example of no verbal communication can
include eye contact, tone of voice pace of articulation and even the space between sender and
receiver can also come under the non-verbal communication. Employees of workplace should
be aware of the non-verbal cues and should be able to properly use them to support their
argument and position

Approximately 65 to 75 percent of all the communication done in workplace is nonverbal, says
Susanne Jones, associate Nonverbal cues give us information to make sense of how we perceive
and reflect about others, she added that People use nonverbal expressions to arrive at
decisions about how they relate to colleague or to interpret employee performance, she says.

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Understanding the non-verbal cues is not so easy like for example if an employee can perceive
that a new employee isn’t interested in what he is saying or maybe he doesn’t like him. The
other reason of that can also be if the new worker is a bit shy and is not easy with the new
people, and person is introvert rather than extrovert.

Jones says that it is always important to remember in us that friendliness and politeness play a
vital role in business interaction. A good business man know how to understand the non-verbal
expressions like when a person is increasing distance or blocking the gestures or creating any
sort of wall between speaker and listener by putting something in front of the table it expresses
that person is not interested or if the person is changing his moves instantly it also expresses
that person is not interested. Whereas if a person is trying to remove the walls boundaries
between speaker and listener it expresses a positive feedback from the listener and shows that
person is interested in the conversation. And enquiring more and more about something also
expresses that the listener is interested in the deal and conversation

Jones exclaims that it is also important How a supervisor communicates influence and
supremacy has a huge impact on job efficiency, like if a boss communicates in distant manner,
such as through email or in rude manner and calls employees into her office and letthem sit far
away, this can be create a negative image for the employee. In small businesses, the
relationships among people are very much resilient than in a big large business setting which
has more formality, Jones says that it is always more productive when people know their
colleague personally. That is the reason nowadays big organizations are arranging break and
outdoor picnic so that people can get to know each other and increase the productivity of the
organization. On the other hand it can sense of ownership within the employees and can also
decrease turnover rate and absenteeism and ultimately increase productivity of the
organization.

Internal communication
As per (Black Enterprise, Clemons), Nowadays internal communication has become more
important than it was previously because the conditions of business market have become more
difficult nowadays. Marketplace is full of information that is essential for employees to

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understand. Development and implementation of a good internal communication can be
beneficial for the organization in keeping the employees motivated and engaged.

According to Phelps Internal communications do not need to be widespread to be useful. The
factor that appears important is a continuous flow of information, even if all the reactions are
not in yet-simply progress. The employees of organization are public speaker whether they are
talking with customers or suppliers; they are portraying a picture of the company and how it is
doing.

In case of communication gap it is not easy for organizations to achieve the goals effectively
and efficiently. It is the task of Customer Service Representative (CSR) to communicate the
feedback received from the customers served by organization. If the CSR does not know to
proper information about the organization they may end up having transferring the wrong or in
appropriate information to the customers and vice versa.

Communication in Negotiation
According to Ertel negotiation is also of critical importance for the success of the companies.
Employees of workplace negotiate on daily basis with different stakeholders. Exchange of
information and resource comes under the great amount of task between different
departments and divisions. The basis of managers is to fulfill the interest and needs of both
parties which is done through negotiation, which can only be done with the help of effective
communication. Hence both good negotiators along with effective communication are
considered as critical for the success of the organization.

Considering the definition given by Walton and Mckersie “the deliberate interaction of two or
more complex social units which are attempting to define or redefine the terms of their
independence” we can derive that how much importance the communication has in
negotiation. According to Chatmam, Putnam and Sondak negotiation and communication are
mutual things intention of both is to make a decision we can understand how communication is
moving around negotiation. Communication helps parties to make relationship of trust express
their values, their intentions and ideas and try to understand the interest of others and

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persuade the other party and above all convince for terms and agreements as well as to resolve
issues and dilemmas. Following are the qualities of a good negotiator:

(1) Expressthem in a flawless and specific manner

(2) Encourage dialog, by asking enquiry and giving responses

(3)Support with non-verbal cues andanalyze others nonverbal cues

(4) Analyze others speech and improvise the message in their own language

(5) Persuade the other party of their ideas, arguments and viewpoints.

Putnam and Poole defines negotiation as “The activity of having or managing a conflict occurs
through communication. More specifically, communication undergirds the setting and reframing
of goals; the defining and narrowing of conflicting issues; the developing of relationships
between disputants and among constituents; the selecting and implementing of strategies and
tactics; the generating, attacking, and defending of alternative solutions; and the reaching and
Confirming of agreements.”

According to Tutzauer communication in negotiation is not limited to the exchange of proposals
only negotiator need to clarify the values viewpoints and other supporting perspectives to
persuade the other party to do what the negotiator want without compromising the important
preferences. Because of this good communication skills are considered deliberate for the
negotiator.As according to Nierenberg ability to ask questions effectively is one of the most
essential components of negotiation as it help to collect information about the position
arguments and demands of the other party on the other hand good listening power is also
crucial for a good negotiator.On the other hand Axtell said that in negotiation communication is
not limited to verbal communication only. But non-verbal cue like body language and gestures
are of equal effectiveness or even more. Shell agreed with him by saying that capability of non-
verbal cues is essential quality in managers and proper consideration should be given to them
as well. Thompson defined nonverbal cues important as they convey a series of cues about the
real feeling and intention of the other side giving relevant information to the other party. Series

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of synchronized non-verbal expressions can add value to the speaker. Some nonverbal cues
that can ultimately create distrust among the listener are: Signs of nervousness, impatience,
fidgeting, Excessive laughing, awkward smiles, and unreasonably serious tone of voice, lack of
emotion, lack of eye-to-eye contact (preventing eyes), excessively silent attitude. On the other
hand close nearness, directing,grinning, open behavior and gesticulations and direct speech can
create a source of trust among the listeners.

Interpersonal and intrapersonal communication
In 2000 Rosengren stated that communication can occur in both formal and informal way.
Intrapersonal is the simplest level which means within individual with stream consciousness.
Communication between more than two people is referred as interpersonal. Interpersonal
communication can occur among individuals, small group’s regional, national international
network, formal organization or political units and groups

Electronic mail
Electronic mail (email) has many benefits thanother channels of communication: it is user
friendly, cost effective, speedy, and conveys information in written format. As a written only
channel, it can be used both ass formal as well informal ways by changing the vocabulary and
format of the content.

According to Feldman ,Sproull and Kiesler Previous studies on email has focused consideration
on the ability to connect even though people are materially and temporally absent. Many of
these studies show that it accelerates communication among people who might otherwise
communicate rarely or not at all, sproul say that emails rescue organizations from the bounds
of time and space and from need on face-to-face communication.Specifically, the importance of
face-to-face communication has been attributed primarily to the need for co-presence to
perform certain tasks. According to Rice 1984, Daft and Lengel 1986, Zack 1993) Researchers
have come up to the question of the effect of electronic mail on organizations by evaluating the
skills of individuals or groups to perform specific tasks using different communication options.

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With appropriate encoding means, email can be sent in any kind of computer file, including
graphics, sounds, excels sheet word sheet. Numerous electronic mailing lists and other Internet
services are accessible by email. Email was one of the earliest and most basic resources on the
Internet and in many ways it still acts as the lowest common denominator for computer
communications. Many computers that cannot access other Internet services can still exchange
email with machines on the internet. Different from by telephone and face to face
communication, email does not require the presence of both parties at the same time so
whenever the other party feels suitable it can access internet to read and reply to the mails
received.With email it is easy to send the same information to different people simultaneously
for example; you can circulate memos, agenda. On the other hand in emails there is a proof
that you properly acknowledge the person at a specific time. In emails you can easily tell the
procedure requirement and detailed rules and regulation or if there are many things to
consider rather as in face to face communication and telephonic communication it is difficult to
remember the details and important details can be missed. Unlike the post mails there is no
proof if the recipient has received the mail or not due to advancement of technology it is easily
traceable whether mail is opened on not.

Face to face communication
In 1994 Whittaker et al. stated that in modern workplace digital communication is considered
the most important form of communication but still face to face communication is more used
for information exchange, socialization and gossiping. In 1996 Supporting face to face
communication Csikszentmihalyi stated that valuable information is passed through verbal
interaction and non-verbal cues transmit important correction and norms of culture as well as
the intention of the speaker and listener which can ultimately create a source of trust among
each other. According to Meherbian there is a less chance of misinterpretation as compared to
other form of social relation since the message transferred through body language facial
expression and tone of voice work far better than the verbal message. Supporting that Koskinen

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et al stated that face to face interaction is the richest mode of communicating knowledge as it
allows the immediate response of feedback from the person receiving the knowledge. And
understanding can be checked and misconception can be easily corrected.

In 1989 barons researched that manager spends 20% of their time for negotiating which
ultimately affect the 80% performance of the employees. After that Mintzberg said that it
should be the negotiation skills along with communications skills that should decide the
position status and responsibility of employees.

Many people believe that face to face communication is better than any other type of
communication including letter emails telephone calls IM chat and video chat. But SatishRana
disagrees with that. He has supported his point of view with many reasons he says that in the
world we are living pace of life of is very fast and people are unable to give proper time to
communication in between their other tasks to be done. he supports his argument by saying
that due to the advancement of like telephone emails and other we can anytime communicate
our message to any person anytime we want in our leisure time without caring for the time free
time of the receiver. For this we don’t need to take any sort of appointment where as you can
also get your response in proper time with proper understanding. Arguing with the face to face
communication he gives another argument that for face to face communication it is very costly
to go and talk to a person living far away; we can use telephone to talk to them and
communicate our message with the advancement of technology you can communicate with to
the person living in any corner of the world. Arguing with face to face communication harshant
anant says that for some people it is very difficult to articulate proper words and can create a
sort of misunderstanding in receivers mind. Whereas during phone calls those people who
cannot properly convey their message due to shyness are also comfortable to convey their
message properly.

Face to face communication has been the most important method of communication from the
beginning of the time. In fact for decades, face-to-face communication was the only way used.
As time passed new means came along with the use of letters,telephone calls, and emails. Even

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with these developments in communication, nothing has been able to switch the face-to-face
method.

One reason that face-to-face communication is better than other methods is that it allows one
person to analyze the facial expressions of one another. When a person is talking about good
news they usually smile and their eyes light up. Or when a person is having a serious
conversation, their eyebrows are usually lower and they keep a straight face on while talking.
Sometimes facial expression can be supportive to the argument or verbal communication or
other times it can be misleading because of inappropriate nonverbal cues.

In face-to-face communication it is easy to analyze whether the person is telling the truth or
lying by evaluating the nonverbal cues. Whereas communicating through an email or other
ways of communication it is impossible to confirm when a person is lying. But when it comes to
personal communication it is not as easy to get away with a lie. Many people in business prefer
face-to-face method because it helps to analyze whether person is honest enough to go
intobusiness with.

.

Use of channel in problem solving
According to (Hirokawa & Pace, 1983) the efficiency of group problem solving is largely
calculated by how well the team members interact with each other. Because group members
communicate to affect one another, group communication processes or group dynamic forces
are among the most important factors that impact the success and productivity of any group
decisions or problem solutions. Supporting that hirokawa in 1992 said that In order to examine
how groups solve problems, it is essential to analyze the communication patterns used by the
group or team. According to Mason and Kaye Computer conferencing (CC) has been used as a
means for enhancing communication and cooperation because team members participate and
cooperate more in those environments than in interpersonal communication(F2F)
environments supporting that harasim said that it group people who are not working together

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due to distance. On the other hand Walter said that lack of face to face to presence lead to less
emotional communication. it can also increase the productivity as only task oriented
communication is done rather than other out of task things.

According to (Jonassen, 1997) In workplaces & everyday situations, most problems that are
solved are vague of nature and require to think out of the box, while most problems
encountered in schools and universities are structured problems does not need to go beyond
the limitations. Structured problems have a well-defined set of solutions, a known goal state,
and a controlled set of logical workers. Structured problems classically include all essentials of
the problem; engage a limited number of directions and values that are prearranged in an
analytical and narrow preparation; own correct, convergent responses; and have a favored,
agreed solution process whereas according to (Jonassen, 1997) Unstructured problems, on the
other hand are encountered in everyday practice, so they are typically evolving. Unstructured
problems have ambiguously defined or uncertain tasks and unstated limitations; have many
solutions, or no solutions at all, have many criteria for assessing solutions; require beginners to
express personal feelings or beliefs about the problem, so unstructured problems need
exclusively human interpersonal activities..

Importance of communication
In 1996 Daedalus believed that Good communication is also attributing of the good leaders.
When leaders are better at communicating their message they are cherished and followed.

In 1993 Alessandra Honaker In this word people are totally interdependent on each other for
each and every tiny task; people need help from others for security comfort friendship and love
.The environment we are working in, we need each other to achieve our goals and objectives
properly. Those goals cannot be achieved without communication. Communication work as a
basic thread to connects us together. Through communication we express our wants, needs
ideas and our feelings. The more effective we are with communication the better the hope to
get response from others.

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According to Encarta People of different societies have established different spoken and
written languages as a mode of sharing the messages and meanings. The one which is widely
used and is the most effective mode of communication is interpersonal or face to face
communication in which people are able to see the gestures and body language of the sender.
In interpersonal communication sender can easily analyze the response of the receiver weather
one is interested or not.

According to Charles, black enterprise communication is like the soul of a business and the
most important of all the intellectual skills. As it is already known that the future of the business
is dependent on the quality of relationship it has with the stakeholders. Good communication
skills help both clients and the workforce.

Personal relationship

According the Brennan Organizations are constantly focusing on personal relationships.
Regardless of the size or vision of the organization it works through people who ultimately work
by communication.

According to Janice Bayer Communication is the most important contributing factor to the
growth of any business. Entrepreneur spends their days utilizing various forms of
communication in order to build business relationships. Whether it’s trying to obtain new
clients or contacts, or to stay in touch with those currently significance so much, everything say
and do is a reflection of ourselves and our businesses.

Advertising; your website; courtesy calls; and networking both on the Internet and locally, are
all forms of communicating your message to your contacts and prospective clients. By simply
talking about your business, you have the opportunity to put the idea and concept of your
business in the minds of those whom you will do business with or who will pass on your
information.

14


And communicating the right message in the right way can be the key to building successful
relationships, either with clients or with associates. By being friendly and helpful, employees
are letting their clients and contacts know that they are there for them and that their
relationship is something that they can both use to improve your businesses.

Successful relationships with stakeholders are not the only relationships that enhance the life of
a business. But the way of working and communicating with contacts and associates can have a
great influence on organizations success.

Findings and conclusion

While communicating a message the most important thing that should be considered is the
understandings and caliber of the listener. We should use the words and channel of
communication as per the understanding of the recipient of information.
Verbal communication should be used when there is chance of misinterpretation and
corrections are needed at the time of anyone misinterpret the information
Electronic mail should be used when the information or message being sent is of critical
importance and detailed with rules procedure and regulations.
Face to face communication should be used in case of persuasion and so than people can
improvise the message as per the demand of the listener.
Face to face communication is of most important as through it we can easily and
immediately get feedbacks from the recipient of the information
Good communication skills are needed in each and every task of organization
And communication skills can also be used to determine the status position and caliber of
the employee
In negotiation communication skills are of critical importance
What should be considered while communicating outside the organization
Communication is important for relationship building as well

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Recommendation:
There should be flow of communication from upper management to lower
management. When upper management plans a strategy of the organization and for the
execution of that strategy they should inform the middle and lower management
employees so that employees will know how to do that particular task.
An organization should give feedback to the employees through particular channel of
communication like face to face communication because an email or call will not show
that expression.
As there is culture diversity in the organization people came from different culture and
from different background so organization will follow a single particular language for
communication which is understood by everyone that will reduce misunderstanding and
conflict between the employees.
When manager divides the task he or she will tell the employee about the task because
this will reduce the communication gap. Mostly task are not been done because of
communication gap between employee and manager.
Manager should know the importance of the task which task is done to earlier and
which task is done after that. According to the importance of the task he or she should
use the channel of communication. E.g. if task is urgent and important then manager
should call the employee in the office and give direction for that task.
An organization should develop such environment in which employees feel free to ask
any question from their supervisor so this will decrease the chance of
miscommunication between employees.
An organization should follow vertically, horizontally and diagonal modes of
communication like 360 degree feedback. Every employee can communicate with other
employee without any hindrance.

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Electronic Communication and Changing Organizational FormsAuthor(s): Janet Fulk and
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