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Organizational Communication

October 31, 2019


good morning welcome back to the series of
lectures and soft skills till now you have learnt how communication skills play a major
role in making you as a suitable as well as a successful professional moreover it also
helps you improve your other skills while you are learning soft skills you are also
enhancing other skills of yours which help you not only in your personal life but in
your professional life as well till now we have talked a lot about effective communication
skills in various forms verbally nonverbally even while while talking about nonverbal communication
we have also focused on how the various cues of nonverbal communication help you become
an effective communicator but since all of you either are aspiring job
aspirants or you are working in a professional or many of you might be students for actually
thinking of a bright a radiant career in the days to come we realize that you have to join
an organization in some way or the other in some capacity or the other while in one of
our previous lectures talking about classification of communication we have given some inputs
on organizational communication but since all of you are going to join organizations
it becomes quite pertinent to throw some more light on what is organizational communication
and how and in which way you are going to prove your metal in the organization with
the help of your communication of course many of you will be curious to know
how organization works how communication is distributed monitored and how it helps in
the running of an organization successfully and smoothly so before we go to discuss what
actually is organizational communication let us try to understand what is an organization
and what exactly does it expect of a candidate for that matter are professional organization
can be considered to be a social unit of people that is a structured and managed to meet a
need or to pursue collective goals when you join an organization you join as an individual
but you also have to be aware of the collective goals of the organization every organization
works in a direction with the help of a management structure and determines relationship between
the various activities and the members by getting job a location by disseminating information
and by understanding their own roles responsibilities and as you move up the ladder you are also
going to authorize certain parts in some form of the other
but then in totality all organizations have a particular aim the aims of various organizations
are different but in truth all the organizations work for profit if it is a business organization
keeping into consideration the welfare not only of people at large but also of its own
employees moreover when you are in an organization it is actually the communication environment
that becomes a must to show your caliber and to show how important you can be an asset
to the organization hence organizational communication as you
all will realize in course of time becomes a very significant aspect of your personality
as we have discussed in our lecture on personality how with certain skills of yours certain traits
of yours you can prove that you are an asset to the organization so organizational communication
each a process which involves the transmission and accurate replication of ideas the dissemination
of it the promotion of it the distribution of it ensured by feedback for the purpose
of eliciting actions which will accomplish which will rather help in fulfilling or in
accomplishing the goals of the organization this is what william scott feels
but it becomes quite mandatory to understand when most of you who are aspirants who want
to join an organization who are looking for jobs you of course would like to know what
will be your responsibilities at workplace but remember when you appear at the interview
you appear for a particular post and when you are selected then you start thinking from
day one as to what you are expected what will be your responsibilities your responsibilities
depending upon your excellence or your specialization will differ in one organization as well as
in other organization but then depending upon the requirements as we have been saying in
todays world we cannot be confined to showing our caliber just in one area we actually have
to exhibit so many skills which are required today at the workplace
because you know an organization is a combination of various people and while you are dealing
with various people you are to use your communication skills and since we have been repeating time
and again that no two people are alike their tastes are different their natures are different
their working styles are different hence while you communicate with all these people at various
levels because you you know ah in in organizations there are ah certain division of responsibilities
and there are different channels also you have to understand whom you have to respond
and while you are responding or communicating you also have to keep into consideration the
moods the temperament the behavioral pattern and the way of the person who is responding
to you an organization needs communication for effective
management because unless and until there is a management and ah every organization
has a core management team which they call ims information management system because
in organizations various pieces of information various natures of information come in from
all direction which at times are to be realized which at times are to be worked on and that
also by different people sometimes you may have to work alone but there are majority
of situations and circumstances when you are to work together say in groups and while you
are working in groups there are people who are having different background different
age at times people of different sex also people of different faiths religions and in
such an ambience or atmosphere when you are communicating you are actually to create a
sort of atmosphere a sort of behavior a sort of delineation a sort of communication which
suits everyone because while you are talking to your immediate boss but then you also must
realize that at times you also have to talk to people of other department because communication
is distributed not only among your group members but also to other group members that is what
we have discussed when we are talking about communication flow
but here we are to understand what actually are the functions of communication in organization
remember if some day or the other you happen to go to an organization or say for that matter
if you visit a bank just in the early hours before all the operations start you may find
most of the people gathering at one place and taking either the notes or listening quite
intently or with utmost concentration to one person this is actually the entire plan of
the day being discussed with the employees the leader ah say ah the ceo or the manager
or whose so ever may be and the helms of affair might be telling people what they have to
do so in every organization you will find that
there are certain functions of communication and these functions of communication are forecasting
you know from time to time though initially every organization it will plan it will plan
it will plan with a goal in mind what it has to attain but as the organization grows as
it attains maturity as it becomes an authentic being or a part the roles and the responsibilities
changes from time to time so the first important function of every organization is forecasting
by forecasting we mean what we want to do and where we want to be if you look at the
history of majority of successful organizations you will realize that they are so because
they planned themselves to be so and behind that because you simply see the success but
you do not understand what goes behind so behind that success there has been a lot
of brainstorming there has been a lot of contribution by several players so every organization starts
with forecasting when it plans what are its goals and how the goals are going to be attained
but for that goal to be attained one individual cannot work nowadays you know where an organization
even even a five or six or say for example ten or twenty people may start an organization
but as it grows as it becomes a larger organization it becomes very difficult to manage communication
it becomes very difficult to for one person to see that everything goes well that is why
there is a distribution of work that is why there is a distribution of function and they
divide their responsibilities they allocate tasks and you will find as it grows in time
it has several sections you you you may find if if you are working in an organization you
will find you have a quality control division you have a personal division you have an hr
division you have account and finance you have stock verification division i mean there
are several you have inventory there are quite a number of divisions
and all these divisions they not only communicate within but actually they communicate across
also i mean people of one division may communicate with people of of other division sometimes
in larger organization you do not know each and every individual but then the person who
leads the certain division he at times has to be in communication with the communication
heads of different departments hence it becomes very difficult so what happens in an organization
is when you organize and you organize people of different groups people of different ideas
people of different sections and for that sometimes the leader has to instruct because
ultimately it is the leader who will be responsible first
so what the leader does is leader sees that he communication atmosphere in his division
or in his group is quite smooth for that at times he will have to instruct his employees
at times persuade at times order but this is this is all within outside they represent
themselves as members of one group or members of one division and for that a lot of coordination
is required say for example if the boss said something and you are not interested to listen
then what will happen or you are not in a position to correspond you are not in a position
to assist you are not interested to carry forward what he said because there is a network
there is a chain that we shall a discuss later and then finally it is the leader who controls
that is why your leaders become a role model and all of you because you are all going to
be leaders in the days to come you are all going to be decision makers in the days to
come and you are learning step wise so initially you start from the ah bottom but your expectations
and your ambitions are to reach the top so while moving from one step to the other you
have to cross several positions you have to interact with several people and all these
are learning experiences which are going to help you in the days to come
so having understood these communication functions of organization you should also understand
what actually are these objectives why do we communicate you know many people often
groan about having lots of meetings many people also complain that every now and then i am
moving from one division to another but this is important you understand this is quite
important because every organization would require every organization will rather expect
that it becomes successful and at times there is a competition also among several divisions
so the basic motto is to increase the job performance job performance of employees and
also updating of knowledge i i do remember that there was a time when we had to deliver
lecture to workers of electricity our division we had at times to give communication talks
to people from different organization and the basic behind was the motto behind was
they actually want and there are several workshops organized there are several conferences organized
what what are the basic aims the aims actually are to update the knowledge of their employees
moreover when you are you know you are sent to a conference you are sent to a workshop
you are sent to ah some works of which actually are going to talk about certain innovations
in your particular field no so at that time you actually feel a sense of belonging because
you belong to a particular organization and every employee you know initially when you
join you join because you have some particular aims you you want to sort of livelihood you
want to sort of job but as you grow in the organization and then you start feeling that
you also require some space you also require some sense of belonging you you want to be
heard you want to be listened you want to be appreciated and then finally you know when
you are in all these processes your communication also helps you convince your employees about
diseases that is why when ah the leader ah briefs his employees he actually some of course
he talks about the ah tasks of the day he also talks about the goal of the month sometimes
you know they divided it into weeks and days and sometimes into months and sometimes into
say by annually sometimes annually i mean all these are the aims that are actually being
decided and that also in collaboration with the employees
but then while doing this the actually assigned certain roles and these roles are ah given
to various people at various levels because as i said no one employee can accomplish every
task and one man alone one man alone will become an island so what we require is we
require group of people and the coordination of all these people and manager who is at
the hands of affair who is having the decision decisive power he actually takes into confidence
all his employees and empowers all his employees with information that is where you might have
felt at times that when ah the leader goes outside and he assigns the task or maybe somebody
who is next to him so he tells him everything because ultimately the organizations should
not suffer organization has to move so when you are going to join the organization
what you actually need to understand is in the days to come as you move up the ladders
there are certain roles and your communication specially your effective communication will
help the organization in a proper operation and management but when it comes to role what
are the roles as i as i said earlier it is not one individual who can have the entire
control because you know there is a system there is a management system there is actually
a structure and the roles are your roles can be interpersonal
so this interpersonal is when one person talks to the another when two people are talking
to each other when more than two people also talk to each other regarding a certain project
regarding a certain assignment regarding some very crucial matters so the roles will be
interpersonal that is why you will find that the manager wants that every employee of his
division or of his organization has to be informed he he talks to everyone he tries
he rather sees that and nowadays you will be quite happy if you move ah to if you visit
a good organization you will find communication atmosphere is so smooth you know every now
and then ah there are ways where you feel you are not ah felt alone there are people
to help you and the basic aim of ah any organization is to ensure growth in a cooperative in a
competitive in a sustaining ah in a sustaining atmosphere where you have to make your voice
heard voice heard by showing to the outside world the way you are progressing with your
products with your services whatever you are a specialized in
then comes the informational role every every inform every ah employee has to have a lot
of information about the organization about the division about the task about the project
that they are working on so at times the leader will tell you the leader will inform you ah
either in the form of briefing or ah in some other form so you will have pieces of information
but remember while you are having these pieces of information you will have to concentrate
fully because at times its it has so happened you also might have come across you might
have realized that you attended the meeting you but when you are asked about you actually
are speechless you start fumbling for words that does so that you did not pay much attention
to what was said so you are not a a single person in the organization
rather consider yourself that you are an ambassador and an ambassador should know everything because
outside when you go people may ask and if if you are not able to provide them ah these
specific answers perhaps they will feel that you do not belong and then it is the decisional
role based on know if the communication ah from one person to another one division to
another ah one group to another ah from ah one head to another so you have you know as
as a leader as you will grow in organization you will become a leader
so you have to listen to that is why you know while we are discussing ah ah in in in the
lecture or listening what we said that at times you will have to listen even to the
problems of your employees because the employees may have at times certain hindrances which
may affect the work atmosphere and you do not want that you do not want that so you
have to pay a patience hearing and you as a leader you receive information you receive
communication you receive messages you interpret that message also and based on what is actually
at hand or what is actually ah important or what is needed you have to take certain decisions
so you have certain functions as a leader to perform and in terms of communication it
can be interpersonal you have to ah give information so informational role and then the decisional
role here all of us have to understand a little bit about the theory of human needs which
has been given by ah abraham maslow you know all of us are basically individuals in truth
all of us are full of ambitions all of us have desires wants so when you join in organization
there are several stages and maslow saids that in the beginning you actually require
a physiological need this physiological need is that you need a food shelter salary you
know when you you get salary the basic thing that you need is you actually try to see that
you have a sense of belonging this belonging may come only when you are financially sound
so first is that the basic needs food shelter house everything you know ah clothes and then
you move towards a human being moves from physiological needs to the self actualization
needs so you have a physiological need and then you want that you should have a sense
of security and safety you know once you are financially capable you can fulfill your basic
goals you actually want to have a sort of some standing in the society and that is how
you feel that you should be loved you should be appreciated people should require your
services so when you are secured you feel that you
have and not only the needs you also feel that you have some social responsibilities
and as you grow know a person when his belly is satisfied then comes other ambitions and
as he moves he feels that he should stay somewhere and then he develops a little bit of ego also
and this ego is that he also stands he also exists he also has an important role to function
and as it moves then you start a need of self actualization you know you begin with physiological
and you begin with self actualization where you feel morality is important creativity
is important you know you you should have a sort a spontaneity you should have a sort
of growth you should have a purpose in life i mean it is more towards maturity and meaning
you also want that is why as i said you start as a initial worker and as you move up who
doesnt want to be the ceo ambition is everyones slave all of us are
slaves to ambition so we also should know that every individual will have some ambition
when you are working in an organization you have to understand and then there are communication
strategies in order to fulfill your needs in order to fulfill are the organizational
goals also you will find that in organization communication flows we have already discussed
ah in the initial lectures that communication can flow horizontally it can also flow vertically
i mean sometime majority of times you will find if it is ah a traditional organization
most of the information comes from the top level from the top level to the lower level
but that does not mean there are no other ways people at these same levels they also
communicate horizontally and at times as one division communicates with another i mean
they can also communicate crosswise two people in two different divisions may not need each
other may not understand each other but they have to need at times and depending upon the
need they have to communicate but on some occasions communication also becomes spiral
for example when ah some policies i mean the policies which are going to be ah beneficial
for all the employees are these major policies are announced say the hike the bone ash no
some ah new new things that are going to motivate the employees toward their further further
progress and all so there are certain communication strategies
which you require to know because you know when you join an organization the organization
also takes care of your needs because the leader who is at the top he or she understands
that you stand then you will find because you know you have to communicate you have
to understand the mind of the people and in this regard ah mcgregor says that there are
two management styles one management style is the traditional management style which
actually believes ah that the workers this simply require food they require the basics
i mean the primary needs ah they they do not have any concern about ah the welfare of the
organization ah moreover they are actually treated according to the traditional notion
of management they are simply treated as labor or the resources
but gregory mcgregory say mcgregor says that the other style which is the modern style
which most of you might see the modern style says that there has to be a balance between
control and freedom it is not that all the employees are simply confined to their fulfillment
of basic needs rather they also need some sort of freedom some sort of ah say autonomy
because you know they actually treat humans according to this notion humans the workers
are treated not only as workers but as humans and they also like others have some higher
needs higher goals and that is why when communicating with them
it is not only that the leader ah uses the language of control but then he also uses
the language of persuasion and not only uses rather he understands because unless and unless
he understands he cannot use this language of persuasion so we have already discussed
what it is meant by persuasion so trying to understand his needs trying to understand
where the gaps are trying to understand where the roadblocks are so this is actually the
task of the leader to ensure task of the manager to ensure that every individual had certain
aims had certain desires and then finally you will also find because we have been saying
that you need to understand how an organization functions
so there is actually communication will also be between the line and the staff management
the line ah ah people at the line management they are the people who are the beginners
and specially they are the people who are actually the resources responsible for are
the basic company activities such as say manufacturing sales but then they require the support they
require the coordination of the other staff management who actually support them in their
everyday functioning and they they they work they actually help them they provide them
services such as accounting distribution personal and at times it is they who actually realize
and they they work in close communion with each other they actually provide a sort of
assistance that the real worth of this line staff management are brought to the cold ah
you know management or to the upper level so that they also feel that they are realized
as important and then as we have always discussed ah there
can be ah say formal communication channels but in majority of organizations nowadays
ah there are certain informal communication channels and these informal communication
channels they appear in different ways sometimes ah chatting i mean casual chatting sometimes
grapevine as we have discussed that this is an informal channel where people make a lot
of whisperings people make a lot of talk because this gives them a sort of satisfaction because
this is one scope for them ah to in a way either to say something which may at times
be rumors but sometimes that may be very crucial also
so there are informal channels and these informal channels while many people believe ah there
are management scholars ah they actually counter the fact that they contradict the fact they
they they do not subscribe to the view that information received from in for ah informal
channel say grapevine can be negative you know you hear a lot of things but sometimes
these managers ah who are extra cautious extra vigilant they also see to it that they take
some information from the informal channel ah which can also help them ah to be warned
or to be ready for something which may be untoward and that that is actually a warning
signal to them sometimes ah even even it has been observed
that some managers they very deliberately ah throw some messages in informal channel
either to caution or to control their disgruntled employees is quite pertinent here to see what
koonz and o donnel say the most effective communication results when managers utilize
the informational organizational channels to supplement the formal organizational channels
because the basic aim of every organization is to ah reach its goal or to have a sort
of fulfillment in terms of its goals and for that at times this informal channel can be
utilized but we have to be quite cautious ah that not everything from the informal ah
channel may be correct that is why there is a lot of ah say filtering while we are taking
ah information from the informal channel ah but as employees ah in the beginning if
you are going to join you have certain types of communication at workplace which you should
also ah be very attentive and careful about the first is statutory i mean here every every
employee in the beginning is ah told about ah what he has to follow there are certain
norms ah terms and conditions of their service ah then they also get a sort of briefing about
how ah they will have to work what will be their responsibilities they are also ah made
accessible to major policies of the organization in in many such in many conditions they are
provided with some informational ah bulletin but there is another way of communication
in the organization which can be [ca/considered] considered to be a sort of crisis management
communication where when something goes wrong people are called and then it becomes very
crucial and at that time every member of the organization of course it is between the core
committee members or core management system so they they ah in they think a lot about
the crisis and they finally because you know no two individual ah can have the same idea
that is why they call an urgent meeting and discuss ah sometimes it becomes a a discussion
of very serious nature because some decision has to be taken and that is why ah crisis
ah communication ah becomes a communication of persuasion it is actually and the language
used there is also a language not only of control but of caution because it will have
serious consequences ah in the days to come so as an employee either going to join the
organization or an employee in the organization both of them have to be totally aware of how
an organization functions because ultimately the success of ah organizations depend upon
how successfully communication takes place and how either ah as a manager or as ah co
manager or say as an employee you are going to make best use of communication because
remember ah in a global world of today which is very competitive we all want that our employees
have to be satisfied because a satisfied employee most of the time
is more productive than a dissatisfied employee the need of the our thus is to communicate
and to communicate in a manner that everyone understands everyone is scared and everyones
ambitions are also taken into consideration and to ensure that he or she belongs to the
organization the success of organization thus is the success of all employees and the success
of course this success counts hence either as an employee going to join the organization
or as an employee in the organization please try and see that you understand the norms
of the organization follow the norms and contribute your might in the overall success of the organization
thank you very much

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