Organizational Communication Concepts

ORGANIZATIONAL COMMUNICATION

Chapter 10

Defining an organization

Organization = a social context where symbols are exchanged to create and maintain social reality and collective meaning.

Functions of Communication in Organizations

1. Manage ambiguity

2. Issue, receive, interpret, and act on commands

3. Create and maintain productive relationships with other organization

Communication Networks

Formal Communication

Informal Communication

Communication Networks

Formal Communication = a system designed by management to dictate who should talk to whom.

Vertical

Communication

Horizontal

Communication

Communication Networks

 Informal Communication = communication within organizations based on career interests, friendships, proximity, and shared aspirations.

Communication Networks

 Informal Communication = communication within organizations based on career interests, friendships, proximity, and shared aspirations.

Informal Communication often • Confirms

• Contradicts

• Expands

• Circumvents

Formal Communication

Organizational Communication & Media Richness

Media richness = the potential information-carrying capacity of the medium

Question: What do you think is the “richest” communication medium? The leanest?

ORGANIZATIONAL CULTURE

“The way we do things around here.” -Deal & Kennedy, 1982

Organizational Culture

Organizational culture = a pattern of basic assumptions (re)created by organizational members; a common frame of reference for understanding how to think, feel, and behave

Org. culture:  Is shared

 Is intangible

 Affects and is affected by human behavior

Cultural Component #1: Symbols

 #1 Symbols/Cultural Network: communication system through which cultural values are instituted and reinforced.

 Physical

 Behavioral

 Verbal/nonverbal

New Mexico State University Symbols

Pistol Pete“The Traders”

Statue

Logo

Cultural Component #2: Values

#2 Values: standards, principles, visions

Question: What values are expressed in NMSU’s mission statement?

“NMSU is a caring community committed to transforming lives through discovery.”

Cultural Component #2: Values

#2 Values: standards, principles, visions

Other examples?

“Creating an environment where absolute guest satisfaction is our highest priority.”

Cultural Component #3: Heroes

#3 Heroes: individuals who come to exemplify an organization’s values

Cultural Component #4: Rituals

#3 Rites & Rituals: routine presentations; ceremonies through which the organization celebrates its values.

Examples at NMSU?

Schein’s Onion Model

Schein’s Onion Model LEVEL 3:

Assumptions

LEVEL 2:

Espoused Values

LEVEL 1:

Artifacts & Behaviors

LEVEL 1: Artifacts & Behaviors

Most visible level of an

organization’s culture

 Style of dress?

 Open or rigid floor

plan?

 Types of

technology?

 How people address

each other (like the

use of titles)?

Communication

during meetings?

Comfortable furniture?

 Written documents?

LEVEL 2: Espoused Values

The org.’s preference for

what “ought” to happen.

At the heart of The

Cheesecake Factory

Incorporated is a set of guiding

principles based on excellence

and quality in everything we

do. To achieve excellence, we

know we must strive to

continuously improve upon our

past accomplishments.

LEVEL 3: Assumptions

Core, taken-for-granted

assumptions that org.

members hold about the

world & how it worksCCF’s core assumption: It is important to be the BEST