C ORGANIZATIONAL

O BEHAVIOUR
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CONTENTS:

 WHAT IS COMMUNICATION?
 FUNCTIONS OF COMMUNICATION
 COMMUNICATION PROCESS
 DIRECTION OF COMMUNICATION
 INTERPESONAL COMMUNICATION
 ORGANIZATIONAL COMMUNICATION
 CHOICE OF COMMUNICATION CHANNEL
 BARRIERS TO EFFECTIVE COMMUNICATION
 GLOBAL IMPLICATIONS
WHAT IS COMMUNICATION?

 Itis a process in which

individuals act to exchange their
views and perceptions.
FUNCTIONS OF
COMMUNICATION:
 Control

 Motivation

 Emotional Expression
 Information
 Communication process

Sender Receiver

Message to Encoding Message Message

Channel
be sent message received decoding

Noise

Feedback
CHANNELS OF COMMUNICATION

1. Formal Channels
2. Informal Channels
DIRECTION OF
COMMUNICATION
 Vertical Communication

1.Downward 2.Upward
 Lateral/Horizontal Communication
INTERPERSONAL
COMMUNICATION
 Oral Communication
 Written Communication
 Nonverbal Communication
ORAL COMMUNICATION
ORGANIZATIONAL
COMMUNICATION
 Formal Small Group Networks
 The Grapevine
 Electronic Communication
 Knowledge Management
FORMAL SMALL GROUP NETWORKS

THE CHAIN NETWORK

THE WHEEL NETWORK
ALL CHANNEL NETWORK
ELECTRONIC COMMUNICATION

●E-Mail
●Instant Messaging or Text Messaging

●Network software

●Blogs

●Video Conferencing
CHOICE OF COMMUNICATION CHANNEL

Channel Richness:

The amount of information that can be

transmitted during a communication
episode.
BARRIERS TO EFFECTIVE
COMMUNICATION
 Filtering

 Selective Perception
 Information Overload
 Emotions

 Language

 Communication Apprehension
 Gender Differences
 “Politically Correct” Communication
GLOBAL IMPLICATIONS

CULTURAL BARRIERS

1. Barriers caused by semantics

2. Barriers caused by word
connotations
3. Barriers caused by tone differences
4. Barriers caused by differences
among perceptions.
CULTURAL CONTEXT

Four Helpful Rules:

1. Assume differences until similarity is proven.

2. Emphasize description rather than

interpretation.

3. Practice Empathy.

4. Treat your interpretation as a working

hypothesis.
WHY COMMUNICATION MATTERS IN BUSINESS?
COMMUNICATION PROCESS IN WIPRO BPO.

About Wipro BPO

➢Part of Wipro Limited.

➢One of the finest and largest IT outsourcing

services provider of the world.

➢Azim Premji - the Chairman of the WIPRO.
DEPARTMENTS IN WIPRO BPO

1. Production
2. Training
3. TED (Talent Enhancement
Development)
4. Finance
5. RMAC (Risk Advisory Management
Committee)
 HOW VITAL COMMUNICATION IS IN WIPRO BPO?

HORIZONTAL COMMUNICATION BETWEEN VARIOUS

DEPARTMENTS

Production Training TED Finance RMAC

UPWARD AND DOWNWARD COMMUNICATION IN
WIPRO BPO IN ALL DEPARTMENTS

Managers

Assistant Managers
D
O U
W Group Leader P
N W
W A
A Team Leader R
R D
D
Senior Associates

Associates
MODES OF COMMUNICATION IN WIPRO BPO

E-Mail system
IM (Instant Messaging)

Video Conferencing
SUGGESTIONS

More use of Upward Communication

for regular assessment.
Use of Face-to-Face Communication
CONCLUSION

➢Less distortion more goals

➢Use of vertical,lateral and informal

channels.
➢Keep Barriers in mind to avoid them.
REFERENCES

●Robbins S.P.,Judge T.A.,Sanghi S, (2009), Organizational Behavior,

Prentice Hall of India, New Delhi

●http://www.google.com/images.url.imgres?/imgres.in
●http://www.wipro.com/index.htm
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