Strategic Business Operations (SBO) through
Effective Communication?


Prof. Dileep Kumar M.


Success of an organization depends on how organizations communicate effectively the norms and policies of the organization to the organizational members. As it involves the interaction between management and workers the psychological understanding of situational communications plays determinant role in resultant human behaviour at work. The communication process directly influences the human behavioral traits such as ones feelings emotions attitudes ideas, interest and motivation. Effective communication is a strategic approach to make others to see things without disturbing their mental state. The communication system should satisfy the needs of the organization and needs of the individual members. As inter personal communication break down often causes misunderstanding between managers and members, care should be taken in the development of strategic development of communication process. To develop a culture of high performance effective communication strategies should be developed.

What communication means?

Communication is the sum total of all things one person (manager) does when he wants to create understanding in the mind of other. It is a bridge of meaning. It involves a systematic and continuous process of telling listening and understanding. (Hudson 1970). Effective communication helps in better human relation in industry, remove the miscommunications, facilitate commitment and involvement of employees and it leads to better productivity.

Recent Studies related to Communication

Though many studies have conducted on communication effectiveness and its importance, a few recent studies are quoted hear to give appropriate base to this article.

Fisher,, (1997)  idicates that  "The only means by which one person can influence another is by the behaviour he performs-that is the communicative exchanges between people provide the sole method by which influence or effects can be achieved".

Rajendran K V (2001) stated " if a management cannot communicate effectively with its employees then it cannot motivate or lead them. On the other hand if the workers cannot communicate well with the management, they cannot perform their job properly, nor can they receive adequate recognition for their work. Lack of effective an good communication in an organisation fails to satisfy people at work".

Rama J. Joshy (2001) indicate that "organizations were the members feel that management is "holding back" information or they don't "tell us what is going on" tend to be characterized by suspicion, rumours, distortion and mistrust of management.  Such an organization will not be capable of generating a culture characterized by high levels of commitment and/or performance.  Developing good communications is therefore essential in order to generate trust, cooperation, commitment and feeling of belonging".

Sandra L. Kirmeyer and Thung-Rung Lin, (1987) indicates that whether managers communicates about task assignment career subjects or personal matters or provide performance feed back or respond to questions raised employees report, feeling a greater level of social support'. 

Ross and Altamier (1994) states that "informal communication occurs between employees is most likely to alleviate job stress".

Karlene H. Roberts and Charles A. O" Reilly (1979) 'Participants in communication net works are generally more satisfied with their jobs are more committed to their organization and are better performers than those who are not involved in the communication process". 

How to make effective communication in SBOs?

The success of every managers depends to a great extend on his ability to communicate. An effective communication intervention, regardless of structure and forms, requires following approaches.

1. Be clear about what to be communicated
2. Be clear about the objective of communication
3. Be sure about the consistency of the information or the message to be communicated
4. Encourage two-way communication.
5. Be a good listener
6. Keeps open mind
7. Share information about new changes and challenges
8. Keep the information continuously following
9. Comprehensive explanation of managerial decisions
10. Avoid intimating partially clear information.
11. Justified use of formal and informal communication.
12. Avoid communicating ambiguous and double meaning information.
13. Train people to develop communication skill.
14. Ensure top management support in communication process.
15. Be practice transparency at communication level.
16. Regular follow up of communication made.
17. Correct oneself through feed back information
18. Maintain credibility of communication sharing.
19. Make use of informal interactions to make people work as team.
20. Communicate customer expectations to each employee.
21. Look for feelings beyond words.
22. Practice to call by name than token number.
23. Communicate major decisions when both parties feel comfortable.
24. Avoid preconceived notions and subjective feelings in communication process.
25. Use layman language in writing to communicate members when necessary.
26. Be always ready to clarify the doubts of your subordinates.
27. Knowledge of ones own potential in communication process.
28. Communication through actions than words.
29. Intensified use of upward and downward communication.
30. Encourage criticism and ask people share their views.
31. Document responses of each communication.
32. Avoid selective communication strategies.
33. Communication should be committed to business.
34. Share the information on profit and losses.
35. Listen to every one in your company.
36. To be effective be empathetic and non judgmental.
37. Control impulses to answer quickly and hastily.
38. Encourage give and take information policy.
39. Develop skill to separate facts and opinion.
40. Information should be communicated only in right time.


Communication is a basic pre requisite for the attainment of organisational objectives and is an integral part of culture of the organisation. The success of every business organisation depends upon how the organisational policies, norms and values transfer to the members effectively and they are widely shared and held. Since every organisation has unique values, norms and behaviour the effectiveness of communication vary from organisation to organization. A better industrial relation is the byproduct of existence of a well-informed workforce, effective flow of information across the hierarchical level and a greater degree of consultation between organisational members at every realm of organisational life. Only an appropriate, timely and adequate information flow will facilitate in time decision-making. Communication intervention cited in the approach part is that help the Human Resource Mangers in the development of strong culture within the organisation.


1. Ahuja, K.K.  (1997) 'Organizational Behaviour', Second edition, Kalyani publishers, New Delhi - 110 060.

2. Ajzen, I. & Fishbein, M. (1980), 'Understanding Attitudes and Predicting Social Behaviour,' Information and Management, Vol. 26 (5), May.

3. Fisher, Robert J., Elliot Maltz, and Bernard J. Jaworski (1997), " Enhancing Communication Between Marketing and Engineering: The Model Role of Relative Functional Identification, Journal of Marketing, 61,(July),54-70.

4. Karlene, H. Roberts. & Charles, A. O'Reilly. (1979) 'Some Correlations of Communication Roles in Organisation', Academy of Management Journals , March, P.42-57.

5. Kirmeyer, S.L. and Lin T.R. (1987), 'Social Support: Its Relationship to Observered Communication with Peers and Superiors, Academy of Management Journal, Vol. 30. P: 138-251.

6. Rajendran, K. V. (2001), 'Developing a Culture of High Performance', Indian Journal of Industrial Relations, Vol, 37. No 1. PP 421-433.

7. Rama Joshi. (2001), 'High Performance Culture' Indian Journal of Industrial Relations, Vol, 37. No 1.
P 18-29.

8. Ross Rendall and Altamaier. (1984) "Intervention in Occupational Stress." Sage Publications, London.

Prof. Dileep Kumar M.

Source: E-mail April 18, 2006


Back to Articles 1-99 / Back to Articles 100-199 / 200 onwards / Faculty Column Main Page


Important Note :
Site Best Viewed in Internet
Explorer in 1024x768 pixels
Browser text size: Medium