Organizational Communication - Business Decision Making - ثاني ثانوي

Chapter 8 Organizational Communication and Decision Making There are many different ways of communicating information within organiza- tions and businesses. Some communications are written and others are spoken. There are many factors to consider when deciding whether to use written or verbal communication, such as how detailed the information is, what the pur- pose of the information is and to whom the information is being passed on to. In this chapter, you will be introduced to different methods of communication used in business settings. Effective communication is a skill that is learned and developed through practice and understanding the effects of different mediums of communication. LEARNING OBJECTIVES Once you have completed this chapter, you should be able to: 1 Classify organizational communication 2 Explain the channels used in an open communications climate 3 Understand the workplace communi- cation elements 4 Understand the role of effective meet- ings 5 Develop reports and proposals for business purposes وزارة التعليم Ministry of Education 2024-1446 Business Decision Making S1 S2 S3.indb 227 @ Organizational Communication and Decision Making 227 30/06/2023 14:28

228 8 Chapter رة ا Ministry of Education 2024-1446 Business Decision Making S1 S2 S3.indb 228 Sultan is the manager of a company that creates advertising campaigns. He has had a lot of experience seeing what can happen when problems and issues are not discussed openly. He has a weekly meeting with all of the employees within the business where any issues that have been raised are discussed. Sultan knows that most people are not willing to speak in a large group about prob- lems, therefore he sends a companywide e-mail message with an anonymous question and answer board where employees are encouraged to post anything they think is important to discuss. This means that all employees feel confident about sharing their problems which can be discussed without anyone knowing who raised a particular issue. By using a variety of written and verbal communi- cation tools, Sultan is able to ensure effective organizational communication and decision making throughout the business which benefits the business as a whole. Communication is not always a one-way process-information can flow from the top to the bottom or from the bottom to the top. Information can also flow sideways, at the same hierarchical level. It is important to choose the most appropriate method of communication to match the needs of the recipient. People often craft communications to managers using different language and styles than when communicating with colleagues. In this chapter, we will explore different methods of communication and different communication tools to support organizational communication. There will be illustrations integrated into the examples within this chapter to aid understanding of the various methods. Definition boxes will also introduce and explain key terminology, with quick tips to highlight key areas and information. 30/06/2023 14:28

Lesson 1 Chapter 8 www.ien.edu.sa Organizational Communication 1-1 Understanding Communication Many of us think of spoken or written language when we think about communi- cation, but words are only a small part of human communication. Managers are observed carefully by employees, so it's important to remember that every- thing a manager does and says will communicate something. In addition, com- munication is a two-way street that includes asking questions, seeking feedback, paying attention to nonverbal communication of others, and listening actively. DEFINITION Communication: The process by which information is exchanged and understood by two or more people, usually with the intent to influence or motivate behavior. QUICK TIP If your main idea is espe- cially important, also con- clude your message with it. Organizational communication is broadly defined as all types of communica- tions that enable companies, businesses, government agencies, corporations, or nonprofits to connect and communicate within the organization as well as with external stakeholders. Such communication is a bit different from the informal personal communication we engage in every day with family and friends. Keep in mind that communication is successful only when the speaker and lis- tener understand each other. Because the average person is exposed to thou- sands of messages every day, your message must stand out to catch your listener's attention. وزارة التعليم Ministry of Education 2024-1446 Business Decision Making S1 S2 S3.indb 229 DEFINITION Message: The information sent from one person to another by the use of speech, writing, actions, or symbols. A message is the content of the communication process. Organizational Communication and Decision Making 229 30/06/2023 14:28

230 8 Chapter رة ا Ministry of Education 2024-1446 Business Decision Making S1 S2 S3.indb 230 1-2 The Communication Process Figure 8-1 outlines the spoken communication process. FIGURE 8-1: The spoken communication process Speaker Message Encode Message Channel Message Decode Message Listener Convert to words and gestures Speak face to face or on the phone Interpret words and gestures Feedback There is a sequence of steps that are needed when communicating a mes- sage. The spoken communication process shown in Figure 8-1 demonstrates how a message moves from the speaker to the listener. The process is described below. 1. The speaker The person sending a message (the speaker) must understand the purpose of the message and predict how it is likely to be received by the listener. 2. Encoding the message The speaker must choose the most appropriate method of communication when encoding the message to ensure it is received in the manner expected. Words or symbols can be used. DEFINITIONS Encoding: Selecting symbols with which to compose a message and selecting a communication channel. Symbol: An object, act, or event that conveys meaning to others. 3. Choosing a channel The message moves from the speaker to the listener by means of the most appropriate channel. The choice of channel depends on many factors, such as the message being sent, the relationship between the speaker and the listener, and the level of detail involved in the message. Selecting an appro- priate communication channel keeps information flowing effectively. DEFINITION Channel: The medium by which a message is sent, such as a phone call, blog, or text message. 30/06/2023 14:28

وزارة التعليم Ministry of Education 2024-1446 Business Decision Making S1 S2 S3.indb 231 4. Decoding the message After receiving the message, the listener must be able to interpret, or decode, its meaning. Effective communicators organize their messages so they are clear, logical, and easy for the listener to understand. DEFINITION Decode: To interpret a message and understand it. 5. Feedback Once the message has been received by the listener, the listener then has the opportunity to provide feedback to the original speaker by reversing the roles and the process. This feedback allows the original sender the opportu- nity to analyze the effect of the message and evaluate the effectiveness of the message. As shown in Figure 8-1, effective communication is cyclical. The sender and receiver may exchange messages several times to make sure there is a clear understanding of the message. DEFINITION Feedback: The response of the reader to the sender's communication with a return message. 1-3 Details to Consider When Planning Messages It is important to develop communication skills to ensure that you are able to understand: 1. who you are communicating with 2. what information needs to be transferred in the message 3. the most appropriate communication channel. Effective communicators organize their messages so they are clear, logical, and easy for the listener to understand. Some messages are appropriate for spoken communication, while others are more suited to written communication (see Table 8-1). Mastering communication skills helps when making organizational decisions, as a clear message from a manager can make sure that employees know what is expected and what the employee has to do to reach the organiza- tional objective. Organizational Communication and Decision Making 231 30/06/2023 14:28

232 8 Chapter رة ا Ministry of Education 2024-1446 Business Decision Making S1 S2 S3.indb 232 Keep the following details in mind to help organize your messages and clarify their meaning: 1. Start with what your listener needs to know Your listener is most likely to remember the first and last parts of your mes- sage. Before you speak with someone, identify the purpose of your discus- sion (e.g., to inform or to persuade)—the purpose becomes your main idea. Start the conversation with what your listener needs to know, then move to the supporting information, such as the instructions or key elements required. 2. Limit the amount of information People do not always listen to and remember a complete message, especially if they are distracted by noisy surroundings, interruptions, or other commu- nication obstacles. Putting too much information into a conversation can leave your listeners confused or remembering only part of what you said. Limit the amount of information you share in one message. In a one-on-one conversation, for example, express one main idea and up to three support- ing ideas. If you need to share more information, have more than one discussion. 3. Eliminate unnecessary words It can be harder to understand spoken words than written ones. When you use complicated language or unnecessary words, you make it difficult for your listener to interpret what you are saying. Use simple sentences and avoid technical language and jargon whenever possible. DEFINITION Jargon: The special words or expressions used by a profession or group that are difficult for others to understand. 4. Make your messages relevant to your listener Although it is natural to discuss what you think is important, if your listener does not agree, they might not understand the importance of the message. Structure your messages so they are relevant to your listeners. Understand their point of view, then explain or show how your subject is beneficial to them. 5. Take a direct approach Your listeners may have to manage several tasks as they listen to you. They must pay attention to what you are saying, interpret your nonverbal signals 30/06/2023 14:28

وزارة التعليم Ministry of Education 2024-1446 Business Decision Making S1 S2 S3.indb 233 (if face to face), ignore noise and other distractions, and understand incom- ing information. To help your listeners, take a direct approach by introducing your subject, explaining what you want, and identifying your expectations. Be polite, but don't make your audience guess what you mean. TABLE 8-1: Appropriate uses for spoken communication you want to: Receive an immediate answer Congratulate a colleague Be sure your audience interprets your message correctly Negotiate with others to build a consensus Minimize misunderstandings when providing information Allow your audience to ask questions to clarify information Promote a close or friendly working relationship Maintain a record of the communication Save time when providing a response Avoid interrupting your colleague Deliver a formal message Crucial conversations Conversations such as asking for a raise or promoting a project are crucial con- versations, where the stakes and emo- tions are high. The following 10 recommendations can help to improve the quality of your conversations, espe- cially crucial ones: 1. Be the first to say "hello": Introduce yourself to others, clearly pronouncing your name so everyone catches it. 2. Use names: Listen for the names of your conversation partners and use them when addressing others. 3. Think before you speak: Instead of speaking quickly to fill pauses, take time to think instead of blundering into a mistake. 4. Be receptive to new ideas: If you dis- agree with an idea, learn more about it. Say, "That's interesting," instead of "I don't agree." use spoken use written ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ 5. Listen: Listen as much as you speak, if not more. 6. Ask questions: Draw others out as necessary by asking thoughtful questions. 7. Make eye contact: Show others that you are engaged and focused on what they are saying. 8. Repeat or paraphrase: In your own words, repeat what others say to make sure you understand. 9. Keep it brief: Instead of monopolizing someone's time, leave them feeling that another conversation with you would be interesting and productive. 10. Be prepared: Before a crucial conver- sation, anticipate what others might say or ask. Prepare questions and facts ahead of time. Organizational Communication and Decision Making 233 30/06/2023 14:28

YOU TRY IT Practice preparing effective conversations. Complete the following steps. 1. Nawaf is preparing to meet his manager to discuss increasing his salary. Read the following tasks. Description 1. Gather evidence of all of the tasks and activi- ties you complete in the office 2. Find evidence of other jobs that you can apply for 3. Set a firm target that you will not go below 4. Tell everyone before the meeting what you are doing, why, and why you deserve the pay rise 5. Send an e-mail to your manager asking for a job review meeting 6. Approach your manager in the canteen while they are eating lunch 7. Practice your conversation and arguments before the discussion 8. Think of any objections your manager may have and prepare your potential answers Effective way to plan for a conversation? 2. In your notebook, make a list of tasks 1-8. Decide whether they will or will not contribute to effective communication. Briefly explain your decision. 234 8 Chapter رة ا Ministry of Education 2024-1446 Business Decision Making S1 S2 S3.indb 234 30/06/2023 14:28

REVIEW QUESTIONS 1. Communication is successful only when: a. you use a sixth-grade vocabulary b. you introduce many ideas c. you (as the speaker) and the listener understand each other d. you identify barriers to understanding 2. How should you organize a spoken message? a. Begin with supporting information b. Start with what your listener needs to know c. Plan for frequent pauses d. Use a formal outline 3. Spoken communication is appropriate only when: a. you want to avoid interrupting your colleague b. you want to deliver a formal message c. there is a specific and long set of instructions to follow d. you want to receive an immediate answer 4. How often should messages be exchanged between the sender and the receiver? a. Until the sender is happy b. Until the receiver is happy c. Until there is clear understanding between both the sender and receiver d. Once only وزارة التعليم Ministry of Education 2024-1446 Business Decision Making S1 S2 S3.indb 235 Organizational Communication and Decision Making 235 30/06/2023 14:28