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also help a company retain its star employees. Surveys find that when employees
think their organizations do a good job of keeping them informed about matters that
affect them and they have ready access to the information they need to do their jobs,
[8]
they are more satisfied with their employers. So, can good communication increase
a company’s market value? The answer seems to be yes. “When you foster ongoing
communications internally, you will have more satisfied employees who will be
better equipped to effectively communicate with your customers,” says Susan
Meisinger, President/CEO of the Society for Human Resource Management, citing
research findings that for organizations that are able to improve their communication
[9]
integrity, their market value increases by as much as 7.1%. We will explore the
definition and benefits of effective communication in our next section.
The Communication Process
Communication fulfills three main functions within an organization: (1)
transmitting information, (2) coordinating effort, and (3) sharing emotions and
feelings. All these functions are vital to a successful organization. Transmitting
information is vital to an organization’s ability to function. Coordinating effort within
the organization helps people work toward the same goals. Sharing emotions and
feelings bonds teams and unites people in times of celebration and crisis. Effective
communication helps people grasp issues, build rapport with coworkers, and achieve
consensus. So, how can we communicate effectively? The first step is to understand
the communication process.
We all exchange information with others countless times a day, by phone, e-
mail, printed word, and of course, in person. Let’s take a moment to see how a typical
communication works using the Process Model of Communication as a guide.
Figure 12.5 The Process Model of Communication

A Sender, such as a boss, coworker, or customer, originates the Message with
a thought. For example, the boss’s thought could be: “Get more printer toner
cartridges!”

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