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Chapter 15: Communication

Chapter 15: Communication. Creating Effective Organizations. Communications for Effective Organizations.

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Chapter 15: Communication

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  1. Chapter 15: Communication Creating Effective Organizations

  2. Communications for Effective Organizations • Individual employees must have effective interpersonal communications to share ideas and information as well as collaborate with others. Effective communication consists of following appropriate problem solving strategies to resolve conflicts. Effective listening and supportive communication are often the keys to good communication. • Communications networks and communications roles can help or hinder the performance of the organization. Managers need to assess the effectiveness of the organization’s key communications networks to ensure that employees are getting timely and appropriate communications to complete their work. • Managers should foster a culture that encourages open communications.

  3. The Communication Process Message and Channel Encoding Process Decoding Process Intended Message Perceived Message Decoding Feedback Encoding The source with information To communicate The receiver who receives the message and provides feedback = Noise

  4. Interpersonal Communications Model • Focal Person’s • Communication Style • Careful transmission • Open and two-way • Frank • Careful listening • Informal • Internalized Effect • on Colleague • (determined by the • credibility of focal • person) • Trustworthy • Informative • Colleague Outcomes • Role clarity • Satisfaction with local person • General job satisfaction • Work unit effectiveness Source: Rudi Klauss and Bernard M. Bass, Interpersonal Communication in Organizations, (New York Academic Press, 1982), p. 69. Used by permission.

  5. Principles of Supportive Communication • Descriptive • Problem-Oriented • Flexible • Owned

  6. Effective Communication Responses • Probing • Reinterpretive • Reflective

  7. Ineffective Communication Responses • Evaluative • Confrontive/Forcing • Diverting • Pacifying

  8. Communication Networks Circle Wheel Chain Y All-Channel

  9. Communication Roles Gatekeepers Individuals who control the flow of communication through a communication channel

  10. Communication Roles Liaisons Individuals who connect two or more groups within an organization without belonging to either group

  11. Communication Roles Opinion Leaders Individuals who informally influence the attitudes and behaviors of other group members

  12. Communication Roles Boundary Spanners Individuals who communicate with the organization’s environment

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