1. COMMERCE 2BA3 ORGANIZATIONAL BEHAVIOUR Class 7 Communication Dr. Christa Wilkin 1

2. Brain Teasers sand a n n a dnas cover cop I/8ban ana 2

3. Last Class  There are different ways to socialize newcomers so that they have realistic expectations and learn organizational culture  There is a difference between leading and managing THIS CLASS  Communication 3

4. Agenda  The Communication Process  Verbal and non-verbal communication  Potential gender differences  Communication across cultures  The medium used to communicate 4

5. CH 10: COMMUNICATION 5

6. Exercise  The telephone game 6

7. What is Communication?  The process by which information is exchanged between a sender and a receiver. 7

8. A Model of the Communication Process 8

9. Chain of Command  Downward communication  E.g., A vice-president of production might instruct a plant manager to gear up for manufacturing a new product.  Upward communication  E.g., A chemical engineer who conceives of a new plastic formula with unique properties might pass this on to the research and development manager  Horizontal communication  E.g., The research development tells the marketing manager of this new formula 9

10. Quiz Question Sticking with the strict chain of command is most likely to impede __________ communication. A) formal B) downward C) horizontal D) upward E) backwards 10

11. Chain of Command LindaTomPeteBethMarieFrank  Informal communication, slow, filtering 11

12. The Grapevine  An organization’s informal communication network  The grapevine cuts across formal lines of communication  Question: What are some positive or negative aspects of grapevines? 12

13. The Verbal Language of Work  Jargon refers to the specialized language used by job holders or members of particular occupations or organizations  E.g., words used for instant messaging (lol, ttyl)  E.g., I’m going to play squash at DBAC first but I’ll meet you at Mills after I stop by my res. 13

14. The Nonverbal Language of Work  Nonverbal communication refers to the transmission of messages by some medium other than speech or writing.  Major forms of nonverbal communication include:  Body language  Props, artifacts, and costumes Office décor (family pics) and seating arrangement Clothing (business suit vs. track suit) 14

15. Question  Do men and women communicate differently? 15

16. Gender Differences  Getting credit  Men are more likely than women to blow their horn about something good they have done.  Confidence and boasting  Men tend to be more boastful about themselves and their capabilities.  Asking questions  Men are less likely to ask questions. 16

17. Gender Differences  Apologies  Men avoid ritual apologies because it is a sign of weakness.  Feedback  Men are more blunt and straightforward.  Compliments  Women are more likely to provide compliments. 17

18. Gender Differences  Ritual opposition  Men often use ritual opposition or fighting as a form of communication and to exchange ideas.  Managing up and down  Men spend much more time communicating with their superiors and talking about their achievements.  Indirectness  Women tend to be indirect when giving orders. 18

19. So What?  The differences in communication styles between men and women almost always reflect negatively on women and place them in a one-down position.  Need to recognize that people have different linguistic styles and be able to use different communication styles so you can adjust your style to any given situation. 19

20. Cross-Cultural Communication  Many of the failures in business and management stem from problems in cross-cultural communication.  Important dimensions of cross-cultural communication:  Language differences  Nonverbal communication E.g., eye contact disrespectful  Etiquette and politeness E.g., when to show up for dinner?  Social conventions E.g., greetings; Dumela Ma in Setswana  Cultural context E.g., literalness of message; break a leg 20

21. Question  If you need to terminate someone’s employment, which medium would you use (e.g., memo, phone, etc)?  E.g., celebrity apprentice clip 21

22. Media Richness Theory AmbiguousType of MessageClear RichestChannel RichnessLeanest Face to Face talking PhoneE-mailMemos, letters Newsletters, reports, bulletins 22

23. QUESTIONS? 23

24. Summary  Communication is more than what you say  How you say it  Nonverbal communication  In what (cultural) context 24

25. For Next Class  Read Chapter 11 on Decision Making and Chapter 12 on Power, Politics and Ethics 25