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CHAPTER 8
COMMUNICATION IN THE WORKPLACE
CHAPTER OUTLINE AND LECTURE NOTES
Effective communication contributes to organizational success in many ways such as keeping
employees informed as to what needs to be accomplished and identifying problems before they
cripple a company.
I. FORMAL CHANNELS OF COMMUNICATION WITHIN ORGANIZATIONS?
Messages in organizations are sent over both formal (official) and informal (unoffical)
channels. Formal communication channels are the official pathways for sending
information inside and outside an organization. The primary source of information about
formal channels is the organizational chart.
A. Company Blogs and Social Media Sites as Formal Channels
The company blog is a widely-used formal communication, paralleling the surging
use of blogs in private life. Blogs can be used to communicate to employees, and for
B. Social Networking Websites, Intranets, and Webinars
Formal communication channels have kept up with Internet-based communication
technology. Workers at all levels are expected to use these channels to send and
receive messages and to work collaboratively with each other.
1. Social Networking Websites. Websites such as Facebook, LinkedIn, and Twitter
have become natural channels for members of the same company to
communicate. Many employers recognized that social networks are a platform
2. Intranets . An intranet is essentially a company version of the Internet
with the basic purpose of giving employees a central place to find what they
3. Webinars. A webinar is a web-based method of holding a seminar. The speaker
sends information to participants who can interact with the conference presenter
by computer.
1. Downward communication. The flow of messages from one level to a lower
level.
2. Upward communication. The transmission of messages from lower to higher
levels in an organization. The most important channel for keeping management
4. Diagonal communication. The transmission of messages to higher or lower
organizational levels in different departments.Because these pathways are
infequently spelled out on the organization chart, diagonol communication is
1. Communities of Practice. Informal employee networks, or communities of
practice, are an inexpensive and efficient vehicle for specialists to share
2. The Shadow Organization and Social Network Analysis. Some observers believe
the network of contacts explains how work really gets accomplished. According
to this view, companies have hidden shadow organizations where much of the
among people, groups, and organizations. A question such as the following is
used for social network analysis: “Whom do you go to for a quick decision?”
B. The Grapevine
The grapevine is the major informal communication channel in organizations. The
grapevine refers to the tangled pathways that can distort information. The grapevine
is often thought to pass along negative rumors and negative gossip, but they can also
be used to pass along positive gossip. Positive gossip makes a positive contribution
to the organization because trading information strengthens ties among workers and
humanizes the workplace.
Rumors are another important informal communication force within
organizations. To ensure that rumors are more helpful than harmful, managemeant
might promote healthy, accurate communication.
C. Chance Encounters and Management by Walking Around
Chance encounters refers to unscheduled informal contact between managers and
employees. Management by walking around involves managers intermingling
freely with workers on the shop floor or in the office, as well as with customers.
D. Open Work Spaces and Informal Communication
An architectural approach to enhancing information communication in organizations
is to make extensive use of open office space. Based on the ease of face-to-face
communication without the presence of many offices, cubicles, or partitions,
collaboration and creativity are often enhanced. The open-office space facilitates
more informal communication, but it also violates the human need for privacy and
to work without the distraction of being surrounded by other people.
grapevine at http://www.cuttingedgepr.com/articles/empcomm_grapevine.asp
III. CHALLENGES TO INTERPERSONAL COMMUNICATION CREATED BY
COMMUNICATION TECHNOLOGY
Advances in information technology have had both positive and negative impacts on
interpersonal communication.
A. E-Mail and Communication among People
E-mail, including instant messaging and text messaging, is the informational
technology system with the most dramatic impact on interpersonal communication in
the modern era. E-mail, including attachment of graphics and videos has become the
dominant form of communication on the job.
1. Indiscriminate Message Sending. E-mail encourages indiscriminate sending
of messages. Some professional workers receive an average of 300 e-mail
messages per day, and some workers check their e-mail over 30 times in one
hour. Many employees have become programmed to check their e-mail
around the clock. The proliferation of electronic junk mail (spam) has
prompted many company officials to take corrective action, such as the
installation of spam filters. To minimize feeling overwhelmed by e-mail, it is
best to schedule blocks of time for sending and answering e-mail--assuming
one has the type of work that allows limiting e-mail. .
2. Too Much Informality. The informal style of many e-mail exchanges can
lead a person to believe that incorrect spelling, poor grammar, and
disconnected thoughts are acceptable in all forms of business communication.
A conflict here is that many professional people have begun to incorporate
the informal writing style into their emails. E-mail has become a tool for
office politicians who search for ways to look good themselves and make
others look bad.
3. Avoidance of In-Person Reprimands. Many supervisors and other workers
4. Alternatives to e-mail. Some business firms have counterattacked the time
drain of e-mails by shifting to related technologies. Among these
technologies are private workplace wikis, blogs, instant message, RSS, and
groupware. The shift away from e-mail to other methods of transmitting
electronic messages may reduce the volume of messages but considerable
exchange of information remains.
Figure 8-3 presents useful ideas on e-mail and instant messaging etiquette.
oral presentation the predominant means of connection between sender and
receiver is eye contact. One of the biggest challenges is to learn how to handle
equipment and maintain frequent eye and voice contact at all times. Some
suggestions include:
1. Reveal points only as needed
3. Keep the slide in view until the audience gets the point
5. Make sure to triple-check your presentation for spelling errors
C. Improve Your Telephone, Voice Mail, and Speakerphone Communication Skills
A direct way of overcoming communication barriers is to use effective telephone and
1. Vary your voice tone and inflection to avoid sounding bored or uninterested in
your job and the company
2. Smile while speaking on the phone
3. Business callers expect your undivided attention, so avoid multitasking while on
the phone
4. Do not eat while talking on the phone even though it is widely practiced.
5. Avoid offending customers by inappropriate use of smart phones.
D. Telecommuting and the Remote Workforce
1. Advantages of Telecommuting. An analysis of 46 studies showed that remote
found that home-based agents were 13 percent more productive.
To attain the advantages of remote work, workers have to be judged on measured
output rather than the time invested.
2 . Interpersonal Communication Problems. Telecommuters miss out on the face-to-
connection.
E. The Multitasking Movement
A major consequence of electronic communication devices is that they encourage
multitasking. Multitasking has become a way of life for many members of Generation
Y who grew up studying while watching television and chatting with their friends on a
cell phone.
1. The Benefits of Multitasking. Advocates of multitasking contend that it increases
productivity, such as accomplishing two or more tasks at once.
2. Cognitive Problems Associated with Multitasking. Although many workers can
deteriorate as a person attends to more than one task simultaneously. The brain
toggles rather than performing true simultaneous processing. According to an IT
research firm, the average worker dealing with information loses 2.1 hours of
productivity daily to electronic interruptions and distractions. Multitasking costs
the U.S. a productivity loss of $997 billion annually, and 28 billion hours of lost
work time. The primary productivity drainers are e-mail alerts, instant messages,
buzzing smart phones, and cell phones.
3. Interpersonal Consequences of Multitasking. Electronic devices have facilitated
breaking down the distinction between work and personal life. Digital connectivity
creates another problem. When talking to people it is more polite to focus on them
rather than paying attention to a smart phone or computer screen. Also, the human
touch should be included for the highest level of effectiveness when using any form
of electronic communication.
F. Overconfidence in Computer-Generated Data
A subtle communication problem caused by heavy reliance on computers is that many
people regard computerized data as infallible. Neglected in this assumption is the
reality that humans, with all their possible shortcomings, entered the data into the
computer.
IV. DOING AN EFFECTIVE JOB OF CONDUCTING OR PARTICIPATING IN A
BUSINESS MEETINGS
Much of workplace communication takes place in meetings such as group decision
making, problem solving, brainstorming, dissemination of information, training, and
building team spirit. Suggestions for increasing the effectiveness of meetings include:
1. Start with a key meeting outcome.
2. Meet only for valid reasons.
3. Start and stop on time and offer refreshments.
4. Keep comments brief and to the point.
5. Encourage critical feedback and commentary.
6. Strive for wide participation.
7. Solve small issues ahead of time with e-mail or other forms of electronic
communication.
8. Consider “huddling” when quick action is needed.
9. Ensure that all follow-up action is assigned and recorded
10. Be prepared to think on your feet.
11. Minimize distractions during the meeting
ANSWERS TO QUESTIONS FOR DISCUSSION AND REVIEW
8.1 Suppose you thought that the CEO of your company was moving the company in the
wrong direction, and you want to tell him or her. Explain which communication channel
you would choose to deliver your message.
8.2 How might understanding the informal communication pathways in your organization
help you become a more effective worker?
8.3 Why do so many businesspeople object to receiving an e-mail or text message in all
caps?
8.4 A growing number of workers in entry-level positions are told they have been fired by
text messages. What concerns do you have about this approach to dismissing workers?
8.5 What do you think would be the advantages and disadvantages of having a “no e-mail
Friday” at a busy office?
The potential advantages could be that (a) more people speak to each other by phone or
workers save their e-mail messages for weekends or bombard others on Monday morning
with the stored e-mail messages.
8.6 Give three examples of business situations in which telephone conversations still play a
key role.
A telephone conversation would be useful if you have used another channel of
communication and it was ineffective. (For example, if an e-mail message was
conducted over the telephone (in addition to an in-person meeting).
8.7 Many large banks provide customers an opportunity to interact with a bank representative
through a video-conferencing device that is a clear as HDTV (high-definition
television).The bank representative is situated at headquarters while the customer is at a
branch. What is your evaluation lf the communication effectiveness of this approach to
providing customer service?
8.8 Provide an example from your own life in which multitasking has enhanced your
performance.
8.9 Give an example from your own life in which multitasking has lowered your
performance.
8.10 Why are face-to-face meetings still so popular even in high-technology companies?
Face-to-face meetings remain popular for several key reasons. Above all, human beings
still like to interact with other human beings on the job, including exchanging ideas,
smiling, and joking. As a result meetings are useful in building team spirit. The exchange
COMMENTS ON EXERCISES AND CASES
Human Relations Self-Assessment Quiz 8-1: The Strength of My Network Contacts
A valuable aspect of this self-quiz is that it might prompts students to recognize that network
contacts vary considerably in value. Many contacts are effective for developing professional
skills and advancing one’s career, whereas many other contacts offer no benefit other than
socializing or passing time.
Human Relations Exercise 8-1: Designing an Office for a Virtual Customer Agent
This exercise can be an enjoyable change of pace from most human relations activities. Here is a
chance to display knowledge about information technology and interior design, combined with
humor. One group came up with an office design in a penthouse overlooking San Francisco Bay,
and the office included a large aquarium to help soothe the mind.
The question about conflict reduction with other household members is important because to
do otherwise is to create an unprofessional work environment. It creates a poor professional
image when a person calls the company and hears a dog barking or a television set playing in the
background. The productivity advantages might include having all the necessary equipment
clustered in one area, as well as quick access to refreshments and the rest room.
The setup will sound professional if the problems alluded to above are eliminated. It is also
essential not to hear other voices or the sounds of music or television. However, music is
standard when the caller is placed on hold. The office design is likely to contribute to satisfaction
if the person includes comfortable furniture, agreeable wall hangings, soft lighting, and a
personal touch.
Human Relations Exercise 8-2: Evaluating a Business Meeting
Although this exercise may take a lot of class time, it covers nicely both workplace
communications and teamwork. The content of the meeting, building shelters for the homeless, is
inherently interesting to most students. It appeals to their sense of social responsibility and their
value of altruism. We have also found that the solutions to the problem are usually quite sensible.
Yet here, the assignment is more to focus on process (how the meeting is conducted) than the
content (the solution).
1. Judgments about teamwork are quite often made in terms of the members cooperating with
each other or occupying different roles such as one person being in charge of seeking
funding and another being responsible for site location.
2. The ability to stay on track is a major requirement of communication effectiveness, so
alertness to this dimension of a meeting is important.
3. Warm-up comments are useful in building rapport, and students usually take naturally to
this dimension of an effective meeting.
4. Without balanced participation, a meeting does not capitalize on the advantages of group
effort. It is therefore important to rate this characteristic of a meeting. An effective meeting
leader attempts to draw out members who are not participating, or not participating enough.
5. Reaching conclusions or action plans is an essential output of an effective meeting. So even
an entire plan for shelters for the homeless is drawn, at least some progress should be
made. Rating a team on this dimension sensitizes students to the fact that meetings are not
designed just for discussion, but also for action.
6. Another useful criterion of an effective meeting is member satisfaction. Did the group
members have an enjoyable time participating in this activity? The amount of time
consumed is another useful dimension. Did the meeting consume so much time that it
interfered with other important activities?
A Human Relations Class Activity: Company Messages on Company Websites or YouTube
The medium for this assignment will interest most students. Evaluating the messages is
even more important. Students will probably enjoy evaluating the effectiveness of this type of
corporate communication, as well as evaluating the verbal and nonverbal communication skills
of the executives chosen for analysis. A conclusion many students will reach is that company
executives have good spoken communication skills.
Human Relations Case Study 8-1: I Want to Get Into the Loop
This case illustrates the reality the importance of being included in a communications loop
within the workplace
8.11 To what extent should Lisa be concerned about showing up frequently on the company
social network analysis?
8.12. What advice might you offer Lisa and Dion to help make her a “network star”? (In
addition to your own analysis, you might find some ideas in Chapter 9 about getting
along with people.)
Human Relations Role-Playing Exercise 8-1: Lisa Builds her Network
A challenge for students who play the role of Lisa, is to make meaningful contact with
Clyde, not simply offer pleasantries such as asking if Clyde is having a good day. A
challenge for the students who play the role of Clyde will be to act indifferent without
being hostile.
Human Relations Case Study 8-2: An Office Design Build for Outgoing People
This case points to an important issue about open office design: it has both advantages and
disadvantages.
8.13 What action, if any, should Ashely take in response to Alberto’s concerns about the new
office layout at Luxury Luggage?
Ashley should take Alberto seriously, but she should also consider the bureaucratic
alternative of studying the problem further by collecting more information about the
effectiveness of the new office design. She might speak to her supervisors and a sampling
of individual contributors.
8.14 If Luxury Luggage decides to retain its open office design, how might the company
accommodate the needs of more reserved people?
A standard approach here is to allocate some private areas for people who want to work
in privacy. However, temporary space, such as a couple of hours per day to work in a
conference room, will not satisfy the privacy needs of most creative workers. Two other
approaches are to have some cubicle space available permanently for workers who need
privacy, and to permit some remote work time for these workers.
Human Relations Role-Playing Exercise 8-2: The Open Office-Space Discussion
The ideal role play of Ashley would be to communicate persuasively, yet at the same time
listen carefully to the concerns of Magnolia, a valuable member of Luxury Luggage. The person
who plays the role of Magnolia might engage in deep acting!
