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“I’ve decided to turn down your request because…” NOT “You had a great idea, but theyjust wouldn’t approve it.”Supportive listening, not one-way listening…o“What do you think are the obstacles to improvement?” NOT “As I said before you make too many mistakes. You’re just not doing the job.”Organizational CommunicationFormal Communication –communication that follows the official chain of command or is part of the communication required to do one’s job.Informal Communication –communication notdefined by the organization’s structural hierarchy. oPermits employees to satisfy social interaction needs.oCan improve an organization’s performance by creating faster and more effective channels of communication.Organizational Communication Flows (Direction)Downward– communications flow from managers to employee to inform, direct, coordinate, and evaluated employees.Upwards– communications flow from employees up to managers to keep them aware of employee needs and how things can be improved to create a climate of trust and respect (employees interacting with customer/clients).Lateral (horizontal) –communication that takes place among employees on the same level in the organization tosave time and facilitate coordination. (Very popular in today’s businesses).Diagonal– communication that cutes across both work areas and organizational levels in the interest of efficiencyand speed.Improving CommunicationWays to keep communication channels open…oManagement by walking around (MBWA)oOpen office hoursoFormal employee group meetingsoEmployee advisory councilsoSuggestion boxesoCommunication consultantso360-degree feedback (keeping communication channels open, receive feedback from those who report to them as well as those to whom they report).Organizational Communication NetworksChain Network –communication flows according to the formal chain of command (hierarchical), both upward and downward. (Does not introduce lateral communications.)Wheel Network –all communication flows in and out through the group leader (hub) to the others in the group. One-on-one conversations.All-Channel Network –communications flow freely among all members of the work team. Autonomous, cross-functional team; no designated leader.
Grapevine –informational organizational communication network; exist in every organization and suggested for managers to recognize the grapevine to increase effectiveness.Information Technology and Organizational CommunicationBenefits of Information Technology (IT)oIncreased ability to monitor individual and team performance.oBetter decision making based on more complete information.oMore collaboration and sharing of information.oGreater accessibility to coworkers.Removes the constraints of time and distance.