Ch. 14 - Communication

1. Ch. 14 - Communication

2. Ch. 14 CommunicationLearning Objectives • Understand interpersonal communication processes in organizations. • Understand the formal and informal communication channels. • Explain the contingency approach to media selection. • Discuss communication and information technology. • Discuss telecommuting in the context of communication.

3. Communication Competence Affects Upward Mobility Upward mobility Communication competence • Communication Abilities/Traits • Assertiveness • Extraversion • Emotional Intelligence • Nonverbal Behaviors • Active listening • Individuals • A friend • Someone you do not trust • A superior • A subordinate • Aunt Judy Situational Factors Communication Abilities/Traits Individuals Involved • Situational Factors • Company philosophy on openness • Company policy and procedures • Organizational climate • Noise

4. Read the message in red… Any time students of intellect and potential DOG are CAR involved BIGFOOT in GRASS an GAZEBO experiment ONE like FIELD this PEN one, SNEEZE it TAPE is TABLE incumbent PUMPKIN on LINE those SHIZZLE who WELL have DIPTHONG created KEY the RAG task VIEW to DOG make CAR the HAT material GRASS as BLUE silly ONE as KEG possible PEN while POOP making TAPE sure TABLE that CLOUD the subjects TREE in WELL the FRANKFURTER experiment KEY are BATMAN treated VIEW nicely.

5. PC Communication – Noise (?) • In a highly diverse workforce, PC can be problematic: • Physically challenged > Handicapped • Visually impaired > Blind • Senior > Elderly • People of gender > Female • Happy Holidays > Merry Christmas • Non-standard sanitizing of potentially offensive words can reduce the clarity of messages

6. What do you do? You manage a store for a national chain of shoe stores. In the privacy of your office, you are talking to one of your salespeople who has had three unexcused absences from work during the last month. (This is excessive, according to company guidelines, and must be corrected.) The quality of his or her work has been slipping. Customers have complained that this person is rude, and co-workers have told you this individual isn’t carrying his or her fair share of the work. You are fairly sure this person has some sort of personal problem. You want to identify that problem and get him or her back on the right track.

7. Nonverbal Communication • messages sent outside of written or spoken word

8. ? During a job interview, Charlie, the interviewer stared intently at the candidate while he talked, constantly nodded his head to show understanding, and leaned far over the table towards the candidate. Charlie’s nonverbal communication is: • Effective, he did all the right things • Over the top, he would make me uncomfortable • Pretty good, he just shouldn’t have leaned over the table

9. Inflection changes and meaning Inflected Sentences I did not say Aunt Judy stole your car I did not say Aunt Judy stole your car I did not say Aunt Judy stole your car I did not say Aunt Judystole your car I did not say Aunt Judy stole your car I did not say Aunt Judy stole your car I did not say Aunt Judy stole your car Meaning Someone else said Aunt Judy stole your car Ideny I said Aunt Judy stole your car I implied that Aunt Judy stole your car Someone else stole your car She borrowed your car Aunt Judy stole someone else’s car Aunt Judy stole something else of yours

10. Formal Communication Channels • Follow the chain of command or organizational structure • Vertical – up and down the organization • Horizontal - communicating within and between employees • External – communicating with others outside the organization

11. E C K H Y G I X F B D J D E G J F B D H I C I A C B J Probability—each randomly tells others B A K D Gossip—one tells all C F A Cluster—some tell selected others A Single strand—each tells one other Grapevine Patterns E

12. What do you know about gossip? • The Grapevine is only 30% accurate • The grapevine moves a lot faster than formal communication channels. • Managers should try to control or stop the grapevine because of it’s negative impact on the organization.

13. Contingency Model for Selecting Communication Media 14-13 Rich Overload zone Face-to-face Interactive media Zone of effective communication Richness of Communication Medium Personal static media Oversimplification zone Impersonal static media Lean Low High Complexity of Problem/Situation

14. PDA’s and Blogs • Personal Digital Assistants • What do they do? • Do they increase productivity? • Could you go without? • Blogs • Online journal individuals can write and respond to • What are the advantages and disadvantages of blogs? • Fired for blogging?Here’s what she did. • This guy, too. Here’s what he did. • What about Facebooking? Outlaw it? • Geo-tracking?

15. Benefits of Telecommuting • Reduction of capital costs • Increased flexibility and autonomy for workers • Competitive edge in recruitment • Lower turnover • Increased productivity • Tapping nontraditional labor pools • It might reduce ethics violations BUT • Are they really working? • “Out of sight, out of mind” – less promos • Isolation

16. TQ #5! What was the most interesting thing you learned in this class (personality, motivation, perception, group dynamics, communication, etc.)? In responding, be sure to tell me specifics! For example, how might you use what you learned in this class once you’re on the job? Do you plan to dig in deeper on this topic to learn more about it? Have you already?

17. Queries? So nice to make your acquaintance. Best in all your endeavors.