Internal communication
refers to the exchange of information and ideas within an
organization. Communication among the members of an
organization is essential for effective functioning. The
communication can take place downward, upward and
horizontally. It helps increase job satisfaction, safety,
productivity, and profits and decreases absenteeism, grievances
and turnover.
Internal and external communication
Downward communication:
Organizational decisions are usually made at the top and then
flow down to the people who will carry them out. Most of
what filters downward is geared toward helping employees do
their jobs. From top to bottom, each person must understand
each message, apply it, and pass it along.
Internal and external communication
Upward communication
Upward internal communication has become increasingly more
significant. Many executives sincerely seek frank comments from
employees, in addition to the usual periodic reports. Successful
managers listen closely to opinions, complaints, problems, and
suggestions, especially when these are clearly and effectively
stated.
Internal and external communication
Horizontal communication
Communication also flows from one department to
another. This horizontal communication helps
employees share information and coordinate tasks, and
it is especially useful for solving complex and difficult
problems. Among various ways of communicating
within companies are memos, reports, meetings, face-
to-face discussions, teleconferences, videoconferences
and electronic mail.
Internal and external communication
Context
Every message, whether oral or written, begins with
context. Context is a broad field that includes country,
culture, organization and external and internal stimuli.
Every country, every culture, and every company or
organization has its own convention for processing and
communicating information. This aspect of context is
the playing field on which you must plan, design, and
communicate your message successfully.
Components of Communication
Another aspect of context is the external stimulus that
prompts you to send a message. The source of this
prompt may be a letter, memo, note, electronic mail,
fax, telex, telephone call, a meeting, or even a casual
conversation. Your response to this prompt may be
oral or written.
Next, internal stimuli have a complex influence on how
you translate ideas into a message. When you encode,
your own view of the world affects the choices you
make in language
Components of Communication
Sender-Encoder:
When you send a message, you are the “encoder,” the writer or
speaker, depending on whether your message is written or oral.
You try to choose symbols – usually words (and sometimes also
graphics or pictures) – that express your message so that the
receiver(s) will understand it and react with the response you
desire. Here you basically need to decide which symbols best
convey your message and which message channel will be most
effective among the oral and written media.
Components of Communication
Message
The message is the core idea you wish to communicate; it
consists of both verbal (written or spoken) symbols and
nonverbal (unspoken) symbols. Your first task is to decide
exactly what your message is and what content to include. You
must consider your context and especially the receiver of your
message – how the receiver will interpret it and how it may affect
your relationship.
Components of Communication
Medium
Your message channel depends on all the contextual
factors and the nature of the message itself. The choices
of medium include the printed word, electronic mail, or
sound. Like message content, the choice of medium is
influenced by the relationship between the sender and
the receiver. Some research suggests that the urgency of
a message is a primary factor in whether to use the
written or spoken medium. You may also consider
factors such as importance, number of receivers, costs,
and amount of information.
Oral vs. Written Media
Immediate feedback Delayed feedback
Shorter sentences; shorter words Longer sentences; longer words
Conversational More formal
Focus on interpersonal relations Focus on content
Prompt action Delayed action
Less detailed technical information More detailed technical information
More personal pronouns Fewer personal pronouns
More colloquial language Simpler More complex constructions
constructions Useful for permanent record: detailed
More imperative, interrogative, and documentation
exclamatory sentences Possibility of review
Components of Communication
FEEDBACK
Verbal, nonverbal
Components of Communication
These six components represent what happens in
communication. A context exists in which a sender chooses a
message to communicate; the sender must also choose the
medium for the message; a receiver decodes the message and
provides feedback.
Concepts and problems of communication
Concepts and problems of communication
Conventions of meaning:
A fundamental principle of communication is that the symbols
the sender uses to communicate messages must have essentially
the same meaning in both the sender and receiver’s minds. You
can never assume that the message in your mind will be perfectly
transmitted to your receiver.
Communication
Problems in Conventions of Meaning
Concepts and problems of communication
Miscommunicated Instructions:
When the message sender and receiver attribute
different meanings to the same words or use different
words though intending the same meanings,
miscommunication occurs. To avoid communication
errors when you give instructions or discuss issues, be
sure your words convey the intended meaning to the
recipient. When you are the recipient of unclear
instructions, before acting on them, ask questions to
determine the sender’s intended meaning.
Concepts and problems of communication
Perceptions of Reality
Complex, infinite, and continuously changing, the material world
provides a special reality to each individual. Also, human beings’
sensory perceptions – touch, sight, hearing, smell, taste – are
limited, and each person’s mental filter is unique. We make
various abstractions, inferences, and evaluations of the world
around us.
Communication
Problems in perceptions of Reality
Communication
Problems in perceptions of Reality
Abstracting:
Focusing on some details and omitting others is a
process called abstracting. In countless instances,
abstracting is necessary. However, you should be
cautious about “slanted” statements.
Necessary, desirable abstracts:
Whether you write or speak, you are usually limited by
time, expense, space, or purpose. You need to select
facts that are pertinent to accomplish your purpose and
to omit the rest (as you do, for example, in a one-page
application letter about yourself).
Communication
Problems in perceptions of Reality
Slanted statements:
Conscientious communicators, both senders and receivers of
messaged, should try to determine whether the facts they are
acquainted with are truly representative of the whole. Slanting is
unfair in factual reporting. Not only the language you use but
also the type of information you include and exclude can result
in slanting, revealing your own biases. Although total objectivity
is not possible, you should try to not let personal preferences
influence your factual reporting of information.
Communication
Problems in perceptions of Reality
Inferring:
Conclusions made by reasoning from evidence
or premises are called inferences. Every day
most of us find it necessary to act on some
inferences. We make assumptions and draw
conclusions even though we are not able to
immediately verify the evidence. Some
inferences are both necessary and desirable;
others are risky, even dangerous.
Communication
Problems in perceptions of Reality
Risks of Inference:
As intelligent communicators, we must realize that inferences
may be incorrect or unreliable and anticipate the risks before
acting on them. If you are presenting a report on which an
important executive decision may rest, be careful to distinguish
clearly among verifiable facts, inferences based on facts, and
mere “guesstimates.”
Values, Attitudes, and Opinions
Values, Attitudes, and Opinions
• Communication effectiveness is influenced also by the values,
attitudes, and opinions the communicators have in their mental
filters. People react favorably when the message they receive
agrees with their views toward the information, the facts, and the
sender.
Communication
Problems Involving Values, Attitudes, Opinions
Values, Attitudes, and Opinions
Communication Problems Involving Values,
Attitudes, Opinions
Receivers’ views of the information presented will
affect their response, which could be what the sender
desires or just the opposite.
Favorable or unfavorable information:
The effective communicator considers the receivers,
and whenever possible, emphasizes the points the
receivers will regard as favorable or beneficial.
Receivers often react to unfavorable information by
rejecting, distorting, or avoiding it.
Values, Attitudes, and Opinions