Chapter 9 Communication

1. Chapter 9Communication Michael A. Hitt C. Chet Miller Adrienne Colella Slides by Ralph R. Braithwaite

2. Communication Casualties Hurricane Katrina Exploring Behavior in Action • What were some of the communication issues before, during, and after Hurricane Katrina? • What recommendations would you make to avoid another communication disaster such as this? • What types of communication problems have you encountered in your work or school environment?

3. Strategic Importance of Communication • Some private companies developed a carefully arranged crisis communication plan to deal with disasters such as Katrina. • Should every type of organization – public and private – have some type of effective plan?

4. Knowledge Objectives • Explain why communication is strategically important to organizations. • Describe the communication process. • Discuss important aspects of communication within organizations, including networks and the direction of communication flow. • Define interpersonal communication and discuss the roles of formal versus informal communication, communication media, communication technology, and nonverbal communication in the interpersonal communication process. • Describe organizational and individual barriers to effective communication. • Understand how organizations and individuals can overcome communication barriers.

5. What is Communication? The sharing of information between two or more people to achieve a common understanding about an object or situation. Success occurs when the person receiving the message understands it in the way the sender intended.

7. Encoded Message Received Message Sent Message Sender Receiver Feedback Decoded Message Received Feedback Communication Process Communication Medium Adapted from Exhibit 9-1: Sent Message

8. Organizational Communication • Patterns of communication at the organizational level – formal and informal • Purpose to facilitate achievement of organizational goals • Involves the use of communication networks, policies, and structures

9. Two-way Communication – communication that includes feedback and an exchange of information between two or more parties One-way Communication – communication that does not include feedback Communication

10. Centralized Networks All Connected Network Y Network Decentralized Networks Wheel Network Circle Network Communication Networks Adapted from Exhibit 9-2: Communication Networks

11. Downward Manager Upward 360° Feedback Horizontal Peers Customers Direct Reports Direction of Organizational Communication

12. Communication at J. Crew: Mickey Drexler Mickey Drexler • What would be your reaction to an e-mail or phone call from the CEO of a company you contacted about a service issue? • If you worked for a company like J. Crew, how would you respond to some of Drexler’s behavior? • Should more senior level managers show their passion about their businesses? ExperiencingStrategic OB

13. Informal Rumors Gossip Interpersonal Communication Direct verbal or nonverbal interaction between two or more active participants Formal

14. Face-to-face is the richest medium Communication Media Richness depends on: • The availability of feedback • The use of multiple cues • The use of effective language • The extent to which the communication has a personal focus

15. Richest Least Rich Communication Media EquivocalMessages Face-to-face Telephone Electronic messaging Personal written text Formal written text Formal numerical text

16. Communication Technology E-mail Internet Cell Phones BLOG Instant Messaging Social Networking

17. Communicating with Customers • What are your thoughts about the JetBlue letter in Exhibit 9-3? • Should they have anticipated potential problems?

18. Surfing for Applicants ManagerialAdvice • What was your reaction to the relatively high percentage of negative information about applicants? • What was your reaction to the positive information statistics? • What concerns would you have as a hiring manager in terms of using the web to find applicants?

19. Gestures Body Language Paralanguage Lying? Attitude Nonverbal Communication Communication that takes place without using language, such as facial expressions or body language

20. Barriers to Effective Communication Individual Organizational

21. Organizational Barriers InformationOverload Noise Time Pressures NetworkBreakdowns Specialty AreaJargon InformationDistortion Cross-CulturalBarriers

22. Answering Questions Time Orientation Eye Contact Posture Self-Presentation Indicating “No” Cultural Differences Adapted from Exhibit 9-4: Cultural Communication Differences

23. Cultural Communication Snafus Thoughts? • Common problems include: • Opening and closing conversations • Taking turns during conversations • The signaling of agreement • Appropriate topics of conversation • Use of humor • Direct versus indirect communication • Acknowledgement of authority and status ExperiencingStrategic OB

24. Individual Barriers DifferingPerceptions SemanticDifferences StatusDifferences Consideration ofSelf-interest PersonalSpace Poor ListeningSkills

25. Communication Audit Analysis of an organization’s internal and external communication to assess communication practices and capabilities and determine needs Recommended Audit Methodology • Hold a planning meeting – approach and commitment • Conduct interviews with top management • Collect, inventory, and analyze material • Conduct associate interviews • Prepare and administer a questionnaire to measure attitudes toward communication • Communicate survey results

26. Communication Climates MutualTrust Credibility Feedback Associates’ perceptions regarding the quality of communications within the organization.

27. Individual Actions • Know your audience • Select an appropriate communication medium • Encourage feedback • Regulate information flow and timing • Listen actively

28. Stop talking Pay attention Listen empathetically Hear before evaluating Listen to the whole message Send feedback Steps to Effective Listening Adapted from Exhibit 9-5: Steps to Effective Listening

29. The Strategic Lens • For what tasks in a manager’s job is effective communication critical? Explain. • Which contributes more to an organization’s performance – verbal communications or written communications? Justify your answer. • What are the strengths and weaknesses in your communication abilities? How can you best take advantage of your strengths and overcome your weaknesses to have a successful career? • What impact is rapidly developing communication technology likely to have on communication in organizations?

30. Questions