Communication

1. Essentials of Organizational Behavior, 9/e Stephen P. Robbins/Timothy A. Judge Communication Chapter 10

2. After studying this chapter, you should be able to: • Describe the communication process • Contrast the advantages and disadvantages of oral versus written communication • Compare the effectiveness of the chain, wheel and all-channel networks • Identify the factors affecting the use of the grapevine • Discuss how computer-aided technology is changing organizational communication • Identify common barriers to effective communication • Describe the potential problems in cross-cultural communication

3. Functions of Communication • Control • Motivation • Emotional expression • Information

4. The Communication Process

5. Interpersonal Communication • Oral • Written • Non-verbal

6. Oral Communication • Advantages • Speed • Feedback • Disadvantages • Potential for distorted message when passed through a number of people • Content at destination may be different from the original

7. Provide a tangible and verifiable record Record can be stored for an indefinite period of time Physically available for later reference More likely to be well thought-out, logical, and clear Time consuming Lack of feedback No guarantee how reader will interpret it Written Communication Advantages Disadvantages

8. Non-verbal Communication • Two most important messages that body language conveys are: • the extent to which an individual likes another and is interested in his or her views • the relative perceived status between a sender and receiver • Meaning of words changes with intonation, facial expression and physical distance

9. Formal Small-Group Networks

10. Small-Group Networks and Effectiveness Criteria

11. The Grapevine • Not controlled by management • Perceived as being more believable and reliable • Largely used to serve self-interest • Rumors emerge as a response to situations that are important to us, where there is ambiguity and under conditions that arouse anxiety

12. Computer-aided Communication • E-mail • Instant messaging • Intranet and Extranet links • Video-conferencing

13. E-Mail • Can be quickly written, edited and stored • Can be easily distributed to many • Can be read at the convenience of the recipient • Cost is lower than printed form • Can be impersonal • Lacks emotional cues

14. Instant Messaging • Is essentially real-time e-mail • Fast and inexpensive means for employees to stay in touch with each other • Preferred for one or two line messages • Not as good as e-mail for long messages that need to be saved • Some find it intrusive and distracting

15. Intranet and Extranet Links • Intranets give access only to employees and are used to communicate internal messages • Extranets links employees with selected suppliers, customers and strategic partners to facilitate communication

16. Videoconferencing • Permits employees to conduct interactive meetings without being physically in the same room • Becoming more accessible to desktops with new technology

17. Knowledge Management • Process of organizing and distributing an organization’s collective wisdom so the right information gets to the right people at the right time

18. Barriers to Effective Communication • Filtering • Selective Perception • Information Overload • Emotions • Language • Communication Apprehension

19. Current Issues in Communication • Communication barriers between women and men • “Politically Correct” communication • Cross-cultural communication

20. Communication barriers between Women and Men • Men speak and hear a language of status, power and independence • For many men, conversations are a means to preserve independence and maintain status • Women speak and hear a language of connection and intimacy • For many women, conversations are negotiations for closeness in which people try to seek and give confirmation and support

21. “Politically Correct” Communication • In an increasingly diverse workforce, we must be sensitive to how words might offend others • But eliminating words reduces options for conveying messages in the cleanest and most accurate form

22. Cultural Barriers • Semantics – words mean different things to different people • Word connotations – words imply different things in different languages • Tone differences – in some cultures tone changes depending on context • Differences among perceptions – different world views

23. Implications for Managers • Greater certainty leads to greater satisfaction: • Use multiple channels • Be consistent with verbal and non-verbal • Effective communication improves productivity and motivation • Convey honest and accurate information during hiring process to reduce turnover

24. Summary • Described the communication process • Contrasted the advantages and disadvantages of oral versus written communication • Compared the effectiveness of the chain, wheel and all-channel networks • Identified the factors affecting the use of the grapevine • Discussed how computer-aided technology is changing organizational communication • Identified common barriers to effective communication • Described the potential problems in cross-cultural communication