Organizational Communication looks at formal and informal communications within an organization.
Organizational communication involves formal and informal communications throughout an organization. This branch of communications considers an organization's communications to employees, with employees and from employees to upper management. When a business or agency does not establish clear communication policies, define roles or provide training for better communications, this can result in several barriers to effective communication.
No Communication Strategy
When organizations fail to establish consistent communication materials and policies for employees, this can lead to a significant breakdown in organizational communication. A salesperson who is unclear about features and benefits of the organization's products may not meet projected sales goals. A project manager may send an e-mail with an inapproriate signature comment that offends a client. When clear communication guidelines and policies are not established, this may cause serious problems for the organization. Businesses and agencies should brand and standardize outgoing communications and provide accessible hardcopy or electronic documentation that speaks to the organization's mission, values, products or services as well as its policies and guidelines.
One-way Communication
Any organization that does not provide an outlet for employees to voice their issues and concerns should expect mounting grievances and a significant breakdown in communication. Organizations should not just be concerned with communication that flows from upper management to employees, but also from lower level employees to upper management. Processes must be established so that employees can report grievances, cases of sexual, verbal or physical harassment, and suggestions for improvement. In a recent article, Ann Meyer of the Chicago Tribune refers to the results of surveys conducted at 54 companies between January and August of 2010, which showed that in addition to pay raises and other favorable employment conditions, workers wanted increased communication.
Non-responsiveness
When organizations solicit feedback from employees and then disregard the information they receive, this can not only hamper communication within the organization, but lead to gripes and mistrust. If upper management takes the time to poll employees, it must be ready to act on the information received. According to Meyer, Convergint Technologies did an employee-engagement survey in 2009 and gave each of its 860 employees $100 cash for a "fun-and-laughter" personal day, based on the suggestion from one of its employees. Companies who are not responsive to employee feedback are stifling effective organizational communication and risk losing out on employee loyalty, commitment, satisfaction and engagement.
Using the Wrong Communication Channel
Organizations must consider carefully what communication channels to use in communicating various messages in given circumstances. Sensitive issues like layoffs and terminations are best communicated face-to-face, while other situations like performance reviews and behavioral issues should be documented so they can be reviewed in the future. Some companies have auto-dialers that reach out to employees in the event of a company closure due to some unforeseen circumstance. Others may send the notification out by e-mail. Regardless of the scenario, companies must carefully consider what channel will be used to reduce confusion, increase clarity and ensure uniformed and actual delivery of the message to all employees who need to receive it.
Tags: upper management, from employees, clear communication, employees upper, employees upper management, formal informal, formal informal communications